Krisflyer miles expired

[Zanzara]

This only would apply to miles expiring after Dec 2022. For those expiring in 2022, it should be free as SQ are progressively extending all expiring miles by 6 months - each month before the end of the month they are due to expire (example, miles expiring May will in late May be extended to expire in November. Then in November, those expiring in November ... including those that were extended from May ... will be extended to expire in May 2023).

True but not if youve used them for a booking and subsequently canx that booking apparently

 

[lonewolf]

And the issue is compounded greatly by the fact that Singapore Airlines are extremely hard to contact now; they often don't honour their 'call backs' or reply to emails.

If we were dealing with the Singapore Airlines customer service team from 2 years ago it would be much easier to get some definitive answers which would make things a lot less stressful. (First world problems, I know, but the uncertainty is a PITA).

Damn so the service has dropped has it? I have only dealt with them once before as i only just started to finally use my krisflyer miles and then COVId HIT!! and i have so many miles waiting to expire now.

 

[dajop]

True but not if youve used them for a booking and subsequently canx that booking apparently

It depends on whether you speak to an incompetent agent or not.

I cancelled a booking in December which was made with some miles that would have expired in November. I requested that they appeal the expiration due to the extension policy and those miles were reinstated without charge.

 

[Zanzara]

It depends on whether you speak to an incompetent agent or not.

I cancelled a booking in December which was made with some miles that would have expired in November. I requested that they appeal the expiration due to the extension policy and those miles were reinstated without charge.

Hope that’s the case still. I spoke to them 2 weeks ago.

 

[Jack_OC]

I just had miles refunded yesterday for a booking originally made in 2019 (!!), which I subsequently changed numerous times, and eventually cancelled in July 2021 (yes, it took 8 months and many frustrating phone calls to get the refund processed). Needless to say, most the miles had expired, some time last year. So when the miles finally reappeared in my account yesterday, >250,000 of them were immediately wiped again.

However, I called today, and despite a lengthy wait before I got through to an agent (40 mins), it was resolved quickly and painlessly once I got through. The miles are now back in my account, with a new expiry of Sep 2022, and I understand they will be automatically extended for another 6 months if not used by the end of Sept.

 

[MathNerd]

It depends on whether you speak to an incompetent agent or not.

I cancelled a booking in December which was made with some miles that would have expired in November. I requested that they appeal the expiration due to the extension policy and those miles were reinstated without charge.

I just had miles refunded yesterday for a booking originally made in 2019 (!!), which I subsequently changed numerous times, and eventually cancelled in July 2021 (yes, it took 8 months and many frustrating phone calls to get the refund processed). Needless to say, most the miles had expired, some time last year. So when the miles finally reappeared in my account yesterday, >250,000 of them were immediately wiped again.

However, I called today, and despite a lengthy wait before I got through to an agent (40 mins), it was resolved quickly and painlessly once I got through. The miles are now back in my account, with a new expiry of Sep 2022, and I understand they will be automatically extended for another 6 months if not used by the end of Sept.

Great to hear these positive experiences, and that it is in fact possible (and within the rules?) to extend miles that were "attached to a booking" that have expired while attached to them.

Still trying to "unexpire" some miles that were deducted after a cancellation of an award J ticket. I keep getting told they are "sending the request" to the appropriate team (and have tried multiple escalations), but those miles are still expired and and haven't been redeposited yet.

Any tips for when I connect via call/live chat?

 

[NoName]

Great to hear these positive experiences, and that it is in fact possible (and within the rules?) to extend miles that were "attached to a booking" that have expired while attached to them.

Still trying to "unexpire" some miles that were deducted after a cancellation of an award J ticket. I keep getting told they are "sending the request" to the appropriate team (and have tried multiple escalations), but those miles are still expired and and haven't been redeposited yet.

Any tips for when I connect via call/live chat?

Sadly you are going to have to demonstrate your irritation. It was only when I begun being quite rude that I got anywhere. It took 4 or 5 calls for me to get to that level but unfortunately there was no alternative. It was like they realised that this guy is pretty pissed off about the poor service that they sprung into action.

 

[MathNerd]

Sadly you are going to have to demonstrate your irritation. It was only when I begun being quite rude that I got anywhere. It took 4 or 5 calls for me to get to that level but unfortunately there was no alternative. It was like they realised that this guy is pretty pissed off about the poor service that they sprung into action.

I see. Thanks @NoName.

I just got off live-chat with them (hadn't seen your message until now), and all they said was "we can only send the request to the relevant department, and we will update you when we hear back from them", which is the same line that the other agents have used on previous occasions as well. Appears there's no way to directly contact the "department" that processes these requests (or is there??).

I've never been rude while asking for help with anything like this, but if it takes a visible sign of irritation to get this simple request done then I will have no choice.

It's especially frustrating as my KF mile generation is painstakingly slow (no business spend, no manufactured spend, etc), so every single mile does count. Right now I have nowhere near enough miles in there to make any sort of meaningful booking. Until the miles are reinstated there's not really anything that can be done.

Anyway thanks for the reply, looks like a stern call may be in order.

 

[daft009]

Please report back @MathNerd
I have a family trip booked in Sept this year with points expiring this June.

Unsure what to do, not sure if we'll go, still 50/50

 

[LA10]

On the topic of expiry, I just realised that Krisflyer is unlike some other points schemes where they expire 3 years from accrual (I was thinking it would be 3 years from date of last activity...) - yes I note there is a 6 month extension period now too.

 

[aikman]

I know that they are currently waiving fees for date & destination changes but are they currently charging the US$75 fee for cancellation & redeposit?

It sounds like I may not get my miles back which have since expired and if so then not paying the $75 fee may ease the pain a bit.

 

[jellybelly]

If i was to make a redemption booking in December 2022, for lets say October 2023, can i then do a date change on that booking to extend it out further if my points have expired?

 

[MathNerd]

Please report back @MathNerd
I have a family trip booked in Sept this year with points expiring this June.

Unsure what to do, not sure if we'll go, still 50/50

Reporting back @daft009 - still no luck.
Chat agents keep assuring me "the request has been sent to the relevant team and we are still awaiting an update from them".
I did try emailing one of the 'higher-ups' in the management team, however that's not helped either.
Really at a loss as to how to get back the 55,000 KF that have vanished into thin air.

 

[aikman]

If i was to make a redemption booking in December 2022, for lets say October 2023, can i then do a date change on that booking to extend it out further if my points have expired?

I am trying to do something similar. In Dec 2021 I made a booking for Jul 2022. The website lets me change dates to anytime before Dec 2022 but it won't let me change to anything after Dec 2022. Based on this, travel has to be completed within 12 months of the booking date. I am yet to be able to get through to a phone agent to see if they can override this.

 

[MathNerd]

I am trying to do something similar. In Dec 2021 I made a booking for Jul 2022. The website lets me change dates to anytime before Dec 2022 but it won't let me change to anything after Dec 2022. Based on this, travel has to be completed within 12 months of the booking date. I am yet to be able to get through to a phone agent to see if they can override this.

Looking at SQ's complementary rebooking policy, it appears that you can make a change to your booking as long as the change itself is made within a year of ticket issue (therefore this technically means that you have 2 years' (minus a few days) validity on a ticket. Issue a ticket in Jan 2022, make a change in Jan 2023 for a new travel date in Dec 2024 (at least that's how I read the rules).
Extending it this long will require a ticket re-issue which comes with a new validity period.
It's all laid out in SQ's Complementary Rebooking Policy.

In particular, note the following:

Any booking change you make must be before your original travel date or within a year of your ticket’s date of issue, whichever is earlier. For example, if your ticket was issued on 15 June 2021, you must make your changes before 15 June 2022. You can find your ticket’s date of issue in the e-ticket pdf attached to your booking confirmation email.

and

Your ticket will be reissued based on your updated itinerary with a new validity period of up to 12 months. This extended ticket validity means you may have the further flexibility to postpone your travel up to July 2023.

and

• Should your original ticket be reissued, a new validity period will apply from the reissuance date, subject to conditions of the new fare

 

[anyonebutqantas]

Relative let 100k miles expire in Oct 2023 without realising. Can they pay to reinstate or is there no remedy?

 

[mireille]

Relative let 100k miles expire in Oct 2023 without realising. Can they pay to reinstate or is there no remedy?

Your relative can email them and ask for an extension by providing an excuse for the reason he/she forgot to use the miles. I did that to extend mine further, but I had a good excuse due to medical situation and I had to provide the medical certificate. I also did it before the miles expired though. Don't phone in, you won't get a positive response; they will take your written explanation and forward it to the relevant team. You can always try, nothing more to lose anyway.

 

[anyonebutqantas]

Your relative can email them and ask for an extension by providing an excuse for the reason he/she forgot to use the miles. I did that to extend mine further, but I had a good excuse due to medical situation and I had to provide the medical certificate. I also did it before the miles expired though. Don't phone in, you won't get a positive response; they will take your written explanation and forward it to the relevant team. You can always try, nothing more to lose anyway.

What's the email address to try this with?

 

[mireille]

[email protected]