Frequent Flyer Case Study

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Pages: 2
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Overview

Velocity is the frequent flyer program of Virgin Australia. Members earn points by flying, using a Velocity co-branded credit card or Velocity Global Wallet, or by shopping with participating partners such as BP petrol, EnergyAustralia, Midas and Virgin Wines. The points can be redeemed for various rewards including flights, holidays, merchandise and petrol.

When eligible, customers sign up through www.iprimus.com.au/velocity and input their Velocity membership number. They will receive:
Bonus points of 15,000 Velocity frequent flyer points which is applied once
2 Velocity frequent flyer points for every $1 spent on the iPrimus plan

Rules

Calls related to this promotion must be referenced in the subject when logging a call by using Velocity
Case Type: Billing & …show more content…
Eligibility

Must sign up to iPrimus Unlimited Broadband Data on 24-month contract
New customers
Existing customer moving to a new service address
Existing customer moving from no contract to 24 month contract on valid plan
Effective dates: 5th of February to 30th June 2018
Customers must complete online sign up through the correct link

Timeframe

Spend Points will be applied to the Velocity Account within 2 weeks from the payment of the invoice
Bonus points will be allocated within 30 days after payment of 2nd invoice
Up to 5 business days response time when escalated to Admin Team

Complaints Process

Team Members

Check the eligibility of the customer
Refer to Eligibility list
Invoice is paid on time
Points have not shown after 2 weeks from the payment date
Create System Issue ICAT for Admin team to action request
Advise the customer that we will investigate and raise the concern
Advise the customer that it will take up to 5 business days to process the request
Create a case using the correct call
Show More

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