Missing Tier Points from Silver status

[Two2Too]

Hi there,

Seeking advice in case I’ve made a mistake…

My partner and I were Virgin Red member. Flown a few flights this year, to earn 400 Tier Points.

Flying Club records my partner hitting 400 Tier Points on 17th July (Transaction Date 20th July) which is correct. Her Silver Status is now until 24th July 2024.

Since the 17th July flight, adding up all the flights in Flying Club comes to 230 Tier Points. However her Virgin Flying status marks her as Silver with only 180 Tier Points, so missing 50 points.

It seems because she flew a 50 Tier Point flight on 22nd July (Transaction Date 24th July), this “fell” into her Virgin Red period. So it has effectively been “lost”, as her Silver period only commenced from 25th July 2023.

This feels unfair as I understand Virgin Red is a rolling 12 month period. So as soon as the 400 point threshold was hit via her 400-Tier-Point-earning-flight on 17th July, that is when the Silver Status should commence. There shouldn’t be a few days period afterwards, where any flights that fall in this period are “lost” from being attributed to an upgraded/retained flying Status.

Have tried emailing Flying Club several times to add the 50 Points towards to her Silver Status to no avail.

If I’m in the wrong then all good, but from what I’ve read the 50 points shouldn’t be lost unless we were Silver/Gold members beforehand. And then I understand points can be lost if you don’t meet the threshold to retain or upgrade.

Thanks for any help and advice!

[dmm27]

Similar query to what I posted on flyertalk but didnt get a reply, so hoping others here might have an answer as it seems the same.

Wife & I recently flew UC LHR-GND return. At the outward journey, we had 200 TPs each, so both got 100TPs taking us to 300 TPs. The return on 4th July gave us another 100TPs so we both hit Silver. However I was credited the TPs on 7th July (with a “renew Silver by 7th July 2024) & my wife 100TPs on 7th July. We had also booked the hotel with Virgin Holidays in my wife’s names, earning her another 180 TPs, which were credited to her on 6th July. Her “renew Silver” date is 6th July.

Where have the extra TPs gone? My wife should have gone 300 + 180 = 480, so should have 80TPs left over after hitting Silver, and then another 100TPs for the flight. But her account shows as still needing 400 TPs to retain Silver. Shouldnt it have 180 in there?

[dayoff111]

…and me too – was on 390, flew business, set to silver at zero so missing 90 – Would be good to know if anyone has solved this. Thanks in advance!

[MC]

Same here. I had 350 points and gained 100 to hit silver status. I thought this would leave me with 50 points to carry forward to retaining the silver status but instead it reset to zero. I queried this with the silver FC helpline and the operator said zero was correct and the 50 didn’t carry forward because a new period had started so the points reset?

[Rob]

I’ve spoken to Virgin about this and here is their response:

* this is essentially a display issue

* when you move up a tier, we reset your membership year, so that you get 12 months at the new tier

* if you earn more tier points than you need to, then these don’t carry over to your new year (same with BAEC – if you earn 150 tps more than you need to renew your Gold status it doesn’t discount the next year by 150pts)

* however no tier points are lost or wiped from an upgrade perspective as the system always calculates upgrades based on a 12 month rolling basis (e.g. the 180 tps in the example would still count towards the next tier up)

* the system cannot display your rolling tier points at the moment but we are working on it, to display your last 12 months of tier points for upgrade purposes and your membership year tier points for renewal purposes

[Two2Too]

Thanks Rob! Ended up speaking with a different agent at Virgin Flying Club who manually added the missing tier points in my case. So now they have been attributed to my Silver membership year, so guess it depends who you speak with!

[hatters]

The Flying Club is a mess. Miles and tier points appear and disappear at regular intervals and you get a different story and resolution depending on who you speak to on the ‘phone. I have been trying to find the contact details of the person in charge of this chaos for some time with no luck. Does anyone have those details?