Virgin Australia says it's working quickly to fix ongoing issues with its new Sabre booking system which are causing travellers to chase up missing points and status credits after their flight.
Almost eight weeks after the airline switched over to the new system, some passengers are finding that despite their Velocity Frequent Flyer number being entered into a booking and appearing on their boarding pass, points earned from that flight are nowhere to be seen.
"There were a few issues with bedding down the system initially, as any major IT transition can entail, but I can confirm that right now 96% of points earned by members are being credited within two days" a Virgin Australia spokeswoman told Australian Business Traveller.
"Less than 4% of points earned have some errors with processing and are being credited within 4-7 days but we are looking to fix this ASAP" she said.
"This small percentage is being managed by a dedicated team and we are working to have these points credited within less than four days."
The airline cites a number of factors, including "errors with details on tickets and general IT system stability", as reasons for the glitch, but cautions of a lengthy wait for claiming points post-flight.
"For retrospective claims, points can take up to 14 days to be awarded for VA flights and six weeks for some Partners flights, which is standard."
In the meantime, it's suggested that travellers keep a close eye on their Velocity account in the days immediately following a flight. If the points don't show up within a week you can lodge an online claim for missing points through your Velocity account.
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