Change to SQ Earn Rates

[grubbidok]

My W flights have been credited at Discount Y rates (even though they were booked well before changes announced). Looks like I'm going to have to remind them about the ACA too.

 

[SuzieQ68]

Question. Just looking at booking flights from ADL-BKK return and when I look up the fare class for the flight (looking at booking through VA but travelling a combination of VA & SQ), the fare shows up as a 'K' start reference. Now the Freedom fare for VA is a K (which shows as full fare economy earn rate), however further down it shows that a "K' class will earn discount economy SC's on the SQ legs. Is this correct? How the ..... do I book a fare class that earns full economy SC's for all legs on VA's website or will the 'K' starting reference cover full economy SC's for all legs (regardless that they are on a mix of VA & SQ). I'm soooo confused!!! Wanting to earn full economy SC's on all legs.

 

[mrfreeze]

Question. Just looking at booking flights from ADL-BKK return and when I look up the fare class for the flight (looking at booking through VA but travelling a combination of VA & SQ), the fare shows up as a 'K' start reference. Now the Freedom fare for VA is a K (which shows as full fare economy earn rate), however further down it shows that a "K' class will earn discount economy SC's on the SQ legs. Is this correct? How the ..... do I book a fare class that earns full economy SC's for all legs on VA's website or will the 'K' starting reference cover full economy SC's for all legs (regardless that they are on a mix of VA & SQ). I'm soooo confused!!! Wanting to earn full economy SC's on all legs.

From my understanding booking through VA website you reference the VA earning table as booking would be SQ code share flight.
Booking through SQ website with SQ flight numbers use the SQ earning table.

 

[SuzieQ68]

From my understanding booking through VA website you reference the VA earning table as booking would be SQ code share flight.
If as I do, book through SQ website with SQ flight numbers I use the SQ table.

Brilliant. Thanks for that. Really appreciate the prompt reply.

 

[bcworld]

Well, this is quite a surprising turn of events!

I still have not received the status credit adjustment from SQ. However, 2 days after sending the email saying I would raise my case with ACA instead (which I haven't actually done yet) I received a call from a supervisor. I missed the original call but she has just called back. They have today upgraded my account to Gold on the basis that I would've had 500SC+ had the status credits posted at the original earn rate! As this was the whole reason I booked the SQ fare class I'm ecstatic with this outcome! Will just wait and see if SQ if ever come to the party, if they do the additional points will just be the icing on the cake.

I can't say for sure that mentioning the ACA has influenced this outcome, I was certainly getting nowhere until then!

And now the missing points and status credits have posted too. They show up as 'bonus points adjustment so I'm not sure if VA or SQ have done it. There is no reference to SQ flight numbers, destinations etc.

 

[SuzieQ68]

Just something of interest to bear in mind when booking through VA for SQ codeshare flights.

I recently booked a Freedom Fare through VA of which some of the flights are on SQ metal (VA codeshare). According to the VA website, a Freedom Fare allows for advanced standard seat selection without additional payment (which one would assume one could do directly on SQ's website with the SQ booking reference). What I found was that my VA Freedom Fare only equated to a SQ Economy Lite fare - where you cannot select seats in advance without payment. Have never come across this before, but assume it's come about recently with the changes to the SQ earn rates (fare classes).

Needless to say, wasn't very happy with this situation. Contacted VA to resolve - I definitely wanted to be able to select seats as well as earn full status credits for the flight (hence the Freedom Fare). Took a couple of phone calls, but did get it sorted - with VA ultimately putting me through to SQ's reservations centre to select seats. Unfortunately, the fare class wasn't changed with SQ to allow me to 'manage my booking' myself (ie change my seats), but I'm pretty happy with those selected currently.

Just something to bear in mind when booking through VA for SQ metal. I will definitely be making sure that when I do this again, the fare class on SQ equates to (as a minimum) an Economy Standard to allow me to select seats in advance.

 

[mrfreeze]

And now the missing points and status credits have posted too. They show up as 'bonus points adjustment so I'm not sure if VA or SQ have done it. There is no reference to SQ flight numbers, destinations etc.

I've been waiting 12 days now since last email saying they have referred it to Singapore Airlines and no email or phone call to update me on whats happening.

 

[mrfreeze]

So after being told too bad it is date flown then my reply email stating I will refer it to the ACA and their further reply apologising for the incorrect information and it was date booked, tonight I see the status credits and points awarded.
Took around 3 1/2 weeks to get it sorted but I am happy now just need to wait for the account to show Gold rather than Silver status.

 

[MH_fan]

Now that my flights with SQ are done and the points and status credits have been credited into my account at the new rate, time for me to shoot off an email to Velocity to get the old rates credited...

 

[Ljc108]

I've received an email from Velocity confirming bookings made prior to 13 March 2018 will earn at the old rate.

Filed the email so I don't lose it.

Do you have a copy of this email from Velocity ? I’m currently fighting Velocity for full economy status credits for my W class fare ticketed in January.

 

[mrfreeze]

Do you have a copy of this email from Velocity ? I’m currently fighting Velocity for full economy status credits for my W class fare ticketed in January.

Membership Number: xx_xx_xx_xx

Dear Mr Freeze

Thank you for contacting us about your earned Points and Status Credits.

I apologise for the correction (Meant incorrect information) from the previous email.

Ive checked your booking and I see that they were booked before 01 Mar 18.

This change in earn rate is based on the booking date and not flown date which is why those flights booked prior to 13 March 2018 may still be eligible to earn based on the former earn rate. However, since our system wont be able to recognise the booking date for partner airline flights that are added to our members accounts, your activity date or flight date was taken into consideration for earning.

Ive managed to escalate this on your behalf to the relevant department so that they could forward this to Singapore Airlines.

SQ6581 13 April 2018 Hobart Melbourne
SQ0218 14 April 2018 Melbourne Singapore
SQ0970 14 April 2018 Singapore Bangkok
SQ0983 29 April 2018 Bangkok Singapore
SQ0231 30 April 2018 Singapore Sydney
SQ6664 30 April 2018 Sydney Hobart

Although no guarantees provided, kindly bear with us and well get back to you as soon as we get an update regarding this. Ultimately their approval is required before we can adjust any Points onto your Velocity account.

If theres anything else we can do for you, please visit velocityfrequentflyer.com or call the Membership Contact Centre on the number below.

Kind regards

Velocity Frequent Flyer

-----

This was in response to my second email and their first reply rejecting the claim saying it was date flown.
I received this email 11 May and on 29th May adjustment came through.

 

[Ljc108]

Membership Number: xx_xx_xx_xx

Dear Mr Freeze

Thank you for contacting us about your earned Points and Status Credits.

I apologise for the correction (Meant incorrect information) from the previous email.

Ive checked your booking and I see that they were booked before 01 Mar 18.

This change in earn rate is based on the booking date and not flown date which is why those flights booked prior to 13 March 2018 may still be eligible to earn based on the former earn rate. However, since our system wont be able to recognise the booking date for partner airline flights that are added to our members accounts, your activity date or flight date was taken into consideration for earning.

Ive managed to escalate this on your behalf to the relevant department so that they could forward this to Singapore Airlines.

SQ6581 13 April 2018 Hobart Melbourne
SQ0218 14 April 2018 Melbourne Singapore
SQ0970 14 April 2018 Singapore Bangkok
SQ0983 29 April 2018 Bangkok Singapore
SQ0231 30 April 2018 Singapore Sydney
SQ6664 30 April 2018 Sydney Hobart

Although no guarantees provided, kindly bear with us and well get back to you as soon as we get an update regarding this. Ultimately their approval is required before we can adjust any Points onto your Velocity account.

If theres anything else we can do for you, please visit velocityfrequentflyer.com or call the Membership Contact Centre on the number below.

Kind regards

Velocity Frequent Flyer

-----

This was in response to my second email and their first reply rejecting the claim saying it was date flown.
I received this email 11 May and on 29th May adjustment came through.

Thank you so much

 

[MH_fan]

It's been roughly 2 weeks since VA responded to my email where they said they'd forward my claim to SQ for the old SC and points rates and nothing has happened yet. How long has it taken for the adjustment to take place for others?

 

[bcworld]

It's been roughly 2 weeks since VA responded to my email where they said they'd forward my claim to SQ for the old SC and points rates and nothing has happened yet. How long has it taken for the adjustment to take place for others?

It took 6 weeks for me.

 

[McLarin]

Mine took 5, required an email every 2 weeks

 

[mrfreeze]

It's been roughly 2 weeks since VA responded to my email where they said they'd forward my claim to SQ for the old SC and points rates and nothing has happened yet. How long has it taken for the adjustment to take place for others?

Roughly 18 days for me but it did take me 2 emails to get it passed onto SQ

 

[MH_fan]

Thanks for the replies. Right. If I don't see anything happening next week, I'll send another email...

 

[grubbidok]

Thanks for the replies. Right. If I don't see anything happening next week, I'll send another email...

How long does it usually take for you guys to get a cursory reply on this issue? I received a confirmation email two weeks ago, but no reply as of yet.

 

[McLarin]

How long does it usually take for you guys to get a cursory reply on this issue? I received a confirmation email two weeks ago, but no reply as of yet.

I sent back another email, again restating that its been 2 weeks with no response and that you would like one urgently. I believe one of the other members here stated that threatening to involve ACA has resulted in them getting results.

 

[MH_fan]

How long does it usually take for you guys to get a cursory reply on this issue? I received a confirmation email two weeks ago, but no reply as of yet.

I got a personal reply (not an automated one) the next day. Still no updates to my account. Will send another email by the end of the week if nothing's happened by then.