Best way to contact SQ these days

[Zanzara]

Unfortunately SQ call centre sucks these days. Another SC that has gone to the dogs. They must have been taking lessons from QF! A vast change from pre-covid.

Managed to get a saver award date change arranged via chat function.

2 previous calls resulted (after considerable wait and selecting amend award bookings as an option on their IVR) in being transferred to staff in the Philippines that weren’t trained in redemption bookings & could do little apart from answer the phone. Was promised a call back twice that never happened. They must be really suffering or chopped a hell of a lot of staff to cut costs.

My new booking still needs to be reticketed for a 40 cent price difference! Let’s hope they do actually call back to reticket as it can’t, apparently, be finalised via the chat function. Surely staff admin during the current clear staffing crisis that they obviously have will cost more than 40cents!

I took screen shots of chat confirmation from them that the reservation wouldn’t be canxd. We shall see…

 

[Zanzara]

Unfortunately SQ call centre sucks these days. Another SC that has gone to the dogs. They must have been taking lessons from QF! A vast change from pre-covid.

Managed to get a saver award date change arranged via chat function.

2 previous calls resulted (after considerable wait and selecting amend award bookings as an option on their IVR) in being transferred to staff in the Philippines that weren’t trained in redemption bookings & could do little apart from answer the phone. Was promised a call back twice that never happened. They must be really suffering or chopped a hell of a lot of staff to cut costs.

My new booking still needs to be reticketed for a 40 cent price difference! Let’s hope they do actually call back to reticket as it can’t, apparently, be finalised via the chat function. Surely staff admin during the current clear staffing crisis that they obviously have will cost more than 40cents!

I took screen shots of chat confirmation from them that the reservation wouldn’t be canxd. We shall see…

Got a call from the SQ Indian Call centre this arvo to collect the 2 X 20 Cent outstanding taxes that had been uncollected. Total of 40 Cents payable. Taxes must have gone up since originally ticketed & dates changed. Not the routing. Couldn't believe they couldn't write off 40 Cents as the call and staff time would have cost way more. But hey, good news is it's ticketed now. What was interesting and very transparent are the 17 pages of taxes they collect.

 

[hossein_au]

Amazon might carry from A to Z, but it has nothing over SQ charges that are from A1 to ZZ

 

[whole-lotta-moxie]

What is going on with Sing Air... OMG... Lessons from QF

First attempt - on hold for 1.5 hours - gave up
Second Attempt - on hold for 3 hours and 43 minutes- gave up
Third attempt - 2 hours and 2 mins - still on hold, not sure if i should abort and try again another day???

OMG this is driving me bananas, it is a simple change that i should be able to do online but I can't

 

[Finale]

Called them again a couple of days ago and 10 min hold which is the longest so far this year. I'm convinced being Kris gold helps with hold time.

 

[whole-lotta-moxie]

Called them again a couple of days ago and 10 min hold which is the longest so far this year. I'm convinced being Kris gold helps with hold time.

Unfortunately i do not have Kris gold. What time of the day did you call?

BTW - now at 2 hours 16 mins and still waiting

 

[Finale]

Unfortunately i do not have Kris gold. What time of the day did you call?

BTW - now at 2 hours 16 mins and still waiting

I normally call before midday but same result in the afternoon.

 

[madrooster]

Called them again a couple of days ago and 10 min hold which is the longest so far this year. I'm convinced being Kris gold helps with hold time.

SQ gold doesn't help - I know of many SQ golds who've waited 2h+.

 

[Finale]

SQ gold doesn't help - I know of many SQ golds who've waited 2h+.

I must be lucky ha last 6-7 calls with 10 min hold max using their US number.

 

[Zanzara]

Unfortunately i do not have Kris gold. What time of the day did you call?

BTW - now at 2 hours 16 mins and still waiting

Have you tried live chat? Can be quicker. You may need to keep refreshing the page to actually get connected but it is answered.

 

[aaa99]

I found connecting to Krisbot at 12pm (AEDT) and typing "talk to an agent" successful. I was able to connect within 10 minutes on 3 separate occasions.

Other times, I had to hold on the phone for over 90minutes. Alteast Pixel holds it for me and just notifies me when someone picks up

 

[whole-lotta-moxie]

I found connecting to Krisbot at 12pm (AEDT) and typing "talk to an agent" successful. I was able to connect within 10 minutes on 3 separate occasions.

Other times, I had to hold on the phone for over 90minutes. Alteast Pixel holds it for me and just notifies me when someone picks up

I didn't know i could do that 'talk to an agent'... I thought it was all a Krisbot

BTW - last night i was hold for 4 hours and 1 minute... I gave up

 

[aaa99]

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.

 

[Nick88]

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.

I have had the same issue with a modified booking also. Changed the destination on the outbound leg and manage my booking now shows as reserved and un-ticketed - yet i have new ticket numbers and receipts. Got me a little confused thats for sure.

I rang at 7am yesterday to try and clarify it all (on the standard 13 10 11) and got through to an agent with no hold time at all.

 

[drron]

I have found Krisbot hopeless. So always select talk to an agent.

 

[jakeseven7]

I have found Krisbot hopeless. So always select talk to an agent.

And wait for an hour... make yourself a coffee

 

[Zanzara]

I have found Krisbot hopeless. So always select talk to an agent.

Afraid my experience has been the opposite. If you type in ‘amendment to a reward booking’ you’ll get to same time chat with someone that CAN amend the booking, but not take a payment, so they have to call you back to tranfer you to an IVR to take payment & resolve.

Talking to a competent person is always preferable I’ve called a few times and been transferred to someone that could not amend reward bookings. If you DO call, suggest you offer to stay on hold until they transfer you to someone that can both amend and reticket the booking.

 

[aaa99]

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.

So, 3 days on.. The booking is still in reserved status and no one called me back or re-issued the ticket. I contacted SQ a couple of times and they said they have escalated the request and someone will call me back .
Has anyone had experience in this? What happens if someone tries to book the saver award online? Will I lose my reserved ticket since it isn't confirmed?

 

[glasszon]

What's the best way to contact the Krisflyer team nowadays? I got a points booking and I called twice to SQ, both times they say only the Krisflyer team can handle the booking, took my number but never call back.

I tried using the Live Chat function but it disconnects after ~30 minutes without reaching an agent.

 

[woodyren]

What's the best way to contact the Krisflyer team nowadays? I got a points booking and I called twice to SQ, both times they say only the Krisflyer team can handle the booking, took my number but never call back.

I tried using the Live Chat function but it disconnects after ~30 minutes without reaching an agent.I tried the same approach with a few redemption bookings and had the same result. Promised callbacks never happened.

The last two occasions I just told the agent that I will remain on the line until I can be put through to a CSA who can deal with redemption bookings. Waited on hold for around 20-30 minutes but finally got through and had the issues sorted out.