Original routing credit

[phantomchickenz]

I’m getting a bit fed up with being given the runaround, so seeking confirmation from you fantastic people of the best approach to take.

Situation:
– Booked return LHR-AMS on KLM (with VS Flying Club number on the booking) as a tier point run to give me enough tier points for silver.
– Outbound KLM changed aircraft so we were rebooked onto Lufthansa via Frankfurt.
– 6 weeks later no tier points had arrived so I began making enquiries.

So far I messaged KLM on WhatsApp and they said I needed to take it up with Virgin. So I spoke with a Virgin rep and said I wanted the original routing credit for what I had booked. They said I’d need to speak to KLM. Spoke to KLM complaints (no other department seemed appropriate) who said I needed to speak to KLM Flying Blue and transferred me. Flying Blue said they can’t do anything and I need to speak to Virgin (that’s 56 minutes on the phone I won’t get back).

So I guess I need to call Virgin again. My instincts tell me it’s for them to sort out because it’s their programme and they all seem to have access to the same ticketing system. To complicate further, my previous tier points have now fallen off as being 12+ months old, so I’ll have to explain the fun fact that had the tier points credited when they should have done, I had earned the 400 tier points in a calendar year.

Does it sound right that it’s for VS to resolve even though I booked KLM (and actually flew Lufthansa)? Is there anything else I can say to get VS to sort it? Is there a Silver number or something better I can call to get a decent rep?

Thanks for any advice.

[phantomchickenz]

Bumping this in case there are any words of wisdom out there

[JDB]

It’s KLMs responsibility to deal with ORC although I have no idea if they adopt the same policy as BA.

Virgin isn’t responsible for the disrupted journey and is effectively just acting as a travel agent, so can’t credit KLM tier points to your account. KLM was the operator of the flight for which you should have been awarded points so needs to fix it. It’s a manual process, so nobody wants to get involved.

[Vliegeling]

JDB wrote:

It’s KLMs responsibility to deal with ORC although I have no idea if they adopt the same policy as BA.

Virgin isn’t responsible for the disrupted journey and is effectively just acting as a travel agent, so can’t credit KLM tier points to your account. KLM was the operator of the flight for which you should have been awarded points so needs to fix it. It’s a manual process, so nobody wants to get involved.

This is not correct, you should send your original ticket + proof of flying to VS. They will then need to put a manual claim in with KLM. Once approved by KLM, you should get your points.

A good agent would even be able to credit right away and resolve the rest behind the screens. Good luck with your claim, the best form to fill is: https://help.virginatlantic.com/gb/en/contact-forms/missing-points.html?webform=missing-points