Velocity Frequent Flyer

Having recently increased my travel recently, the ability to have flight details, up to date points and status credits as well as all offers and partners and programs easily at your fingertips is quite exceptional. Weather it’s to upgrade your status and lounge access or to reach a points goal to travel somewhere this app will provide you all the information you need when flying virgin. I Love it... what special deals are coming next...

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Just downloaded the app and just a few suggestions for the developers. But it is ok and I will use this. 1. Include rotation to landscape; 2. Include link to submit and review missing points claims; 3. “Your Trips” .... the only information displayed are to, from and date of travel. I tried clicking on it and no further information is displayed. I know this trip is for two people, so it would be helpful to be able to click on the trip and have all relevant information displayed such as the current info as well as all people on the booking, velocity numbers, maybe even seat selection and fare codes, etc. the more info the better and maybe from there be able to modify the booking or add your velocity number if required. 4. Also under explore you are obviously missing a few departure/arrival locations because I tried it out departing from my airport and it does not exist as a selection. Apart from that, it is a new app and a work in progress and although it still has a while to go to be able to do everything, I like it and can see where it is heading. But I would personally place point 3 above as a priority update from what I identified because I think this would be a huge benefit.

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I understand from the developer responses to similar reviews that the intent of the Velocity app is to create a loyalty experience, but surely you can still achieve that by incorporating all the features of this app together with those in the VA app? And surely if you want great customer uptake, you go with customer feedback?! I mean, yes you have lots of other partners, and that’s great, but you’re a frequent FLYERS program... that means the main reason people use you is flight related. We want to be able to book the flight, change the flight, check in for the flight and do all the flight related stuff IN THE ONE PLACE. It’s just dumb to only be able to do half of that here and then have to open a whole other app to do the rest. 🙄

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It’s now 7 weeks after a flight and still no miles or status credits posted to my account. The flight is the 3rd of 4 on the same eticket with the same airline. Flights 1,2 and 4 have all posted to my account. I’ve encountered generally very poor service snd language skills at the offshore Velocity Call Centre. Most of the operators can only work from what seems to be a script. Should you ask probing questions you tend to get an unintelligent and irrelevant answer to your questions. If I could have rated my experience a zero I would have. One simple solution would be to have at least some onshore based call centre support to whom matters can be escalated when they cannot be resolved within a reasonable time frame by the offshore call centre.

I only recently noted that points from a return flight to Cairns back in 2017 had never been credited to my account. This was only found when the points from a more recent return flight from Cairns were also not added to my account. My points were then credited once I informed them of the error, no apology for the mistake was forth coming, but they refused to credit the first 2017 points quoting it was to late.. For what I asked,I earned them and through no fault on my behalf they were never applied. Very disappointing Virgin. So be sure you check reward status after you fly.