Best way to contact SQ these days

[drron]

So it appears that KF gold is useless. i had been having no problems contacting SQ until I got KF gold via Amex. First phone call 2 weeks ago.promised a ring back. Hasn't happened. Then another call 1 week ago. Same result. The krisbot and talk to an agent was of no help as was filling the online form asking for my call back.
As it is raining today will call and say I am hanging on until talked to.

 

[drron]

OK so after that last post I decided that today was the day to ring again as it was raining any way. Only 20 minutes until answered and I got one of the experienced agents. When she brought up my booking she noted the number of times I had tried to change the booking. She then got someone from the correct department on the line and put him on hold and put me through.All changed quickly except it couldn't be properly priced so just waiting on an email to see if any changes in taxes etc. Betting it will be an amount under $S10.

 

[felle]

Hey guys, this is not a competition But here's my futile journey!

28th Jan 2022 – filled out a request for refund form as directed by Singapore Airlines



09th Feb 2022 – submitted an online Help Request



13th Feb 2022- contacted Singapore Airlines on 131 011 – was told refund could take up to 6 weeks



24th Feb 2022 – received only half of the refund! No explanation provided why full refund was not processed!



26th Feb 2022 - contacted Singapore Airlines on 131 011 – could not get through hotline this time. Singapore Airlines can recognise who the caller is based on your mobile number. You are also asked to enter a pin when contacting them. This feels like a deliberate attempt to avoid my call enquiry!



09th Mar 2022 – contacted 131 011 again – customer service has only promised to “look into it” and there was no news, no explanation, no “sorry”



09th Mar 2022 – sent through credit card statement to sq_service @ singaporeair. com.sg as requested by customer service

14th Mar 2022 - Lodged a complaint with econsumer.gov (recommended by local consumer protection office), and sent a demand of explanation to various Singapore Airlines emails.

• complained to www. econsumer .gov/en/
• highflyer_support @ singaporeair .com.sg
• us_reservations @ singaporeair.com.sg
• au_reservations @ singaporeair.com.sg
• sq_service @ singaporeair.com.sg

 

[felle]

<<<econsumer.gov>>> is an initiative of the International Consumer Protection and Enforcement Network (ICPEN). ICPEN is a network of governmental organizations in the enforcement of fair trade practice laws and other consumer protection activities.

Your complaint will be accessible to numerous government consumer protection enforcement agencies to investigate, uncover scams, pursue regulatory or enforcement actions, and spot consumer complaint trends. However, your individual complaint may or may not be accessed by those agencies.

You should not necessarily expect any agency to pursue your complaint. Many government agencies bring lawsuits to protect the public at large, but do not intervene on behalf of individual consumers. Other agencies may have an obligation to investigate certain individual complaints.

If enough of us lodge a formal complaint, I hope ICPEN will pick it up and do something!

 

[LA10]

So, as another data point, the chat option worked again for me.
I was able to connect at 10pm (AEDT) and modify a booking.

On a side note, when I look up the booking, it still says it is in reserved status and not the usual confirmed status. Does anyone know how long it takes to confirm? The agent said they couldnt confirm it straightaway as I had a LH connection as part of a SQ redemption.

How long did it take to be ticketed? I made a booking for Lufthansa today and it also says reserved not ticketed. Tried calling SQ, was on hold for 3.5 hours and gave up.

 

[aaa99]

Almost a week and 4 phone calls to follow up.

 

[LA10]

Thanks for confirming. I'll get onto it asap

 

[drron]

Hey guys, this is not a competition But here's my futile journey!

28th Jan 2022 – filled out a request for refund form as directed by Singapore Airlines



09th Feb 2022 – submitted an online Help Request



13th Feb 2022- contacted Singapore Airlines on 131 011 – was told refund could take up to 6 weeks



24th Feb 2022 – received only half of the refund! No explanation provided why full refund was not processed!



26th Feb 2022 - contacted Singapore Airlines on 131 011 – could not get through hotline this time. Singapore Airlines can recognise who the caller is based on your mobile number. You are also asked to enter a pin when contacting them. This feels like a deliberate attempt to avoid my call enquiry!



09th Mar 2022 – contacted 131 011 again – customer service has only promised to “look into it” and there was no news, no explanation, no “sorry”



09th Mar 2022 – sent through credit card statement to sq_service @ singaporeair. com.sg as requested by customer service

14th Mar 2022 - Lodged a complaint with econsumer.gov (recommended by local consumer protection office), and sent a demand of explanation to various Singapore Airlines emails.

• complained to www. econsumer .gov/en/
• highflyer_support @ singaporeair .com.sg
• us_reservations @ singaporeair.com.sg
• au_reservations @ singaporeair.com.sg
• sq_service @ singaporeair.com.sg

Wow you beat me.
The one thing I did differently was to file a complaint to SQ from their website. 80 minutes later they rang me and after 5 days everything was fixed.

 

[Drummer]

I've had a reward flight cancelled mid December (Air NZ to Wellington) but Singapore Airlines have yet to contact me despite it saying they will when I go into manage my booking.

I've heard they are hard to contact at the moment, tried the chatbot but it always says they are busy. Anyone with recent experience on the best way to contact them currently? Still have a week until my (cancelled) flight but don't want to leave this until the last minute.

I think you might have to clear your diary and persist with the Call Centre....as they said in 1909...Good Luck, Bleriot!

 

[Drummer]

I've had the same experience as many here - long waits, hang ups, CC staff who lack the training etc. Here's one for the conspiracy theorists, maybe this is intentional...Perhaps they want NO CCs and to move us all to the online model? When the SQ online thing works it is awesome. When it doesn't, its poo...

 

[aikman]

The chatbox option is not working out for me. I've been in the queue for an hour and nothing has happened.

 

[drron]

My experience is after an hour if you are waiting for a live agent the call times out on the chat function.

 

[RB]

Had a welcome change of luck on 131011 yesterday. Answered after about 12 minutes. I was then cut -off when they tried to put me on hold. I was pleasantly surprised when the same agent rang me back after about 10 minutes! Unfortunately she confirmed she wasn't qualified to help with our situation and I have again been promised that someone from Redemptions will ring me- no one has since early January

 

[Dane Charles]

Chat bot just says "all agents are busy at the moment" and directs me to the "contact us" page...

 

[jakeseven7]

Chat bot just says "all agents are busy at the moment" and directs me to the "contact us" page...

Keep trying - it’s better than waiting for hours on hold on the phone

 

[AVV]

I've had a reward flight cancelled mid December (Air NZ to Wellington) but Singapore Airlines have yet to contact me despite it saying they will when I go into manage my booking.

I've heard they are hard to contact at the moment, tried the chatbot but it always saysey are busy. Anyone with recent experience on the best way to contact them currently? Still have a week until my (cancelled) flight but don't want to leave this until the last minute.

Thats nothing. Think yourself luck try QF. I know call messenger and get sense. Some of your members ask why do you need to call a call centre. When you have problems , cannot get specific meal requests. One hour is marvelous. Think you are lucky.

 

[aikman]

I tried the chat bot and either all agents are busy, I would be kicked out of the queue after a few minutes or just nothing would happen.

I tried calling and the person who answered was only trained in cash bookings who said she would get a miles booking person to call me back. I didn't get a call back.

So frustrating.

 

[Peasant]

From what I’ve heard, call volumes are about 160% higher than they were in 2019. While this in itself would be an issue, they’ve had pretty significant issues with staff attrition in their Singapore and Philippines centres, so there’s a bunch of new - green - people who they’ve had to train. SQ hasn’t been unaffected by the great resignation and they’re under no illusion that this will take them quite some time to work through. June is the month they are expecting the centres to get back to a more normal level.

One thing that might surprise people: they’ve just opened a new centre in Greece! Can’t say I saw that one coming, but they’re optimistic that it will help take the pressure off current call times.

 

[TheRealTMA]

From what I’ve heard, call volumes are about 160% higher than they were in 2019. While this in itself would be an issue, they’ve had pretty significant issues with staff attrition in their Singapore and Philippines centres, so there’s a bunch of new - green - people who they’ve had to train. SQ hasn’t been unaffected by the great resignation and they’re under no illusion that this will take them quite some time to work through. June is the month they are expecting the centres to get back to a more normal level.

One thing that might surprise people: they’ve just opened a new centre in Greece! Can’t say I saw that one coming, but they’re optimistic that it will help take the pressure off current call times.

Trying to change a flight BNE CMB for friend in early April so while intesting it’s unfortunately of no use. Airlines such as QF and SA could have easily predicted the increase in calls with competent planning. Why pay high rates in India or Asia when one can find workers in Greece?

 

[Oubline]

Yesterday I was on hold for 4 hours (disconnected), then 6.5 hours (gave up) to change a VA redemption through Krisflyer. It wasn’t possible online.

I called back and instead of choosing the redemption option I tried the revenue option, then selected that I was trying to book a suite/business fare. The call was picked up within 10 minutes. The agent couldn’t help because they didn’t manage redemption bookings, but they put me through personally to someone who could help. The ticket was quickly reissued and all is good.

Right now it seems like they are just never answering the redemption calls!