Krisflyer miles refunds - Taking forever! Anyone else with this problem?

[Captain Halliday]

Let us know how you go.

Will do.

Also adding some links and copies of terms on which I'm relaying in case they assist others:

In the event of a flight cancellation, international border closures, or if you test positive for Covid-19 and are unable to travel, you can seek a refund of the unused portion of your ticket. Submit your refund request here. Link:

https://www.singaporeair.com/en_UK/au/travel-info/precautionary-measures/covid19-information-centre/complimentary-rebooking/#/book/bookflight

• Applicable to all Singapore Airlines tickets issued between 5 March 2020 and 31 December 2021 (both dates inclusive)
• Offer applies to rebooking and re-routing changes made at least 2 hours before flight departure
• Fare differences may apply, subject to the fare conditions of your ticket
• Travel must be completed within the ticket validity period
• Should your original ticket be reissued, a new validity period will apply from the reissuance date, subject to conditions of the new fare
• Cancellations will be subject to the fare conditions of the ticket. Cancellation fees will be waived due to:
- Flight cancellation
- Disrupted travel plans arising from Covid-19-related international border closures
- Inability to travel on booked flight as a result of positive Covid-19 test
Link: https://www.singaporeair.com/en_UK/...tre/complimentary-rebooking/#/book/bookflight

 

[Captain Halliday]

Let us know how you go.

40 mins on the phone, but success!

Immediate refund of points, no cancellation fee, no redeposit fee. Points were showing in account within 10 minutes.

Agent gave me the "up to six business weeks" speech for the cash component, so we'll see if there requires followup.

For what its worth I asked these specific questions:

Can you please confirm that flight SQxx_ has been cancelled?

Can I therefore obtain a full refund of both Kris miles and the cash component?

Can you confirm no fees are payable for redepositing of KrisFlyer miles?

 

[Mattg]

Great! I think you had the right approach @Captain Halliday

 

[drron]

We cancelled several award flights last month.I filled out the form via the link on the website.Half were immediately cancelled and all points and taxes refunded without penalty.The other half I was told to ring.I used the BNE number which went straight through to Singapore.Just luck but I got a lovely woman,Nadia, each time.She was able to cancel some immediately without penalty but we wanted some changed to next year and those had to be approved by a supervisor.

But don't just cancel the flight through the manage booking tab -you will be charged the penalty then.Always use the covid link.When asked why we were cancelling I said because we are not allowed to leave Australia.

 

[daft009]

40 mins on the phone, but success!

Immediate refund of points, no cancellation fee, no redeposit fee. Points were showing in account within 10 minutes.

Agent gave me the "up to six business weeks" speech for the cash component, so we'll see if there requires followup.

For what its worth I asked these specific questions:

Can you please confirm that flight SQxx_ has been cancelled?

Can I therefore obtain a full refund of both Kris miles and the cash component?

Can you confirm no fees are payable for redepositing of KrisFlyer miles?

thanks I've tried this tactic over email, hoping for the same result.
I booked Oct 2020 for Nov 2021, which is not covered under their COVID policy but they have cancelled one of my flights on the way to Japan and the return to Singapore too.

 

[daft009]

thanks I've tried this tactic over email, hoping for the same result.
I booked Oct 2020 for Nov 2021, which is not covered under their COVID policy but they have cancelled one of my flights on the way to Japan and the return to Singapore too.

yes, worked over email too.
"miles to be refunded immediately, taxes could take ~6wks" as per email.

 

[Captain Halliday]

Agent gave me the "up to six business weeks" speech for the cash component, so we'll see if there requires followup.

Credit where it’s due: The cash has also been refunded.

Four days.

Bravo SQ.

 

[straitman]

I rang Singapore twice and because they were so busy and was put through to the Commercial Department who were sending the info on to rewards. I heard nothing.

I then used the form as per drron and yesterday got a message that they were forwarding my request to rewards.

I have just had a call from 'Ryan' in rewards who is organising a full refund. The usual comments about it may take 6 weeks etc so I will wait and see.

Thanks for the advice everybody.

 

[TiredOldFlyer]

Booked a couple of flights (points)10 days ago to Europe with SIA for April next. Could not do it on the Web so rang. I was advised that the return flight from SIN to BNE would be waitlisted as they were not scheduling flights to BNE at this time.
I accepted this because I am reasonably confident that we should be "open" by then. I also thought after reading the waitlist regs that they will remain waitlisted until early April. Two days later I received an email saying the flights
would be cancelled in two days if I did not confirm within 48 hours.
Being now confused I rang and EAS told that I could not confirm and the bookings would be cancelled forthwith. After much further discussion, 30 mins or so, SIA agreed to extend the waitlist time to the middle of January.
This extension was a "special" extension and under no circumstances could it happen again.

I also discussed some confirmed bookings we have in January and was told not to cancel yet as "anything can happen ".

By the way, it appears that you can book a a paid flight, hand over the cash and have tickets issued.

I think that they are equally confused about Australia's plans for International travel as we are !

 

[straitman]

I rang Singapore twice and because they were so busy and was put through to the Commercial Department who were sending the info on to rewards. I heard nothing.

I then used the form as per drron and yesterday got a message that they were forwarding my request to rewards.

I have just had a call from 'Ryan' in rewards who is organising a full refund. The usual comments about it may take 6 weeks etc so I will wait and see.

Thanks for the advice everybody.

Just to follow up.

A few days later got another email from Ryan as they needed my new CC expiry for the refund. Gave that to them and then a full refund of money and points arrived back yesterday.

 

[jbman]

Has anyone used to the form asking them to rebook flights instead of getting a refund of points?

 

[straitman]

Has anyone used to the form asking them to rebook flights instead of getting a refund of points?

I looked at doing that but the flights I need are not loaded into the system yet.

 

[tharaka]

Just checking are these cancellation pre-covid bookings where SQ cancelled the flights?

I'm stuck with two 'flight extended' tickets for two redemption bookings I had booked pre-covid. As expected, both flights got canned so at the time they sent me that email with two options. Receive a refund now or receive 'travel credit' + bonus of $xx_. I think the $xx_ condition is applied if you paid for the ticket, at least for redemption bookings I thought your ticket is held and you can just change the date now on the same segment/fare.

Called today and was on the phone for over 1.5hrs and no one seem to know the right process for redemption tickets on those SQ cancelled flights.

They're saying they have to refund my points + taxes (at the old rate of course since I booked these tickets two yrs ago at the old rate), then do a special request so my points are extended (as a favour) then I can re-book.

I find this to be really offending. I should've taken my money and points at the time when there was significant uncertainty about what would happen to most international airlines. I didn't pull my money (which helped their cash flow) + didn't use up the points either. And if now they're refunding the ticket at the old rate so I can no longer book the same flight without topping up my account or not compensating for holding the taxes I paid when they've cancelled and received a tax component on their end, is just unacceptable.

I requested to allow a simple re-booking the same segment/fare on a different date and waiting on a reply over email. Not sure how long i'll have to wait on this..

Did anyone have issues rebooking their SQ cancelled pre-covid bookings with 'credit' option (without refunding your points at that time)?

 

[drron]

Has anyone used to the form asking them to rebook flights instead of getting a refund of points?

Yes on multiple occasions.But again had to talk to someone before the changes made.

 

[jbman]

Yes on multiple occasions.But again had to talk to someone before the changes made.

Great, thank you

 

[andye]

I cancelled some revenue Y flights (via Amex Travel) after obtaining award J. Refund credited at 7 days

 

[Tiki]

SQ loaded direct flights to BNE finally so I booked RT to IST in Feb. I usually do EK outbound with a stopover in DXB and SQ on the return but with Omicron looming, I decided to minimize my exposure. If anything goes wrong I only have to deal with one airline and your experiences here seem to show SQ in a good light.

Turkey is also a VTL country now but thankfully PCR tests are only about $35 there, same day results. And I don't have to worry about expiring miles in April 2022!

 

[jbman]

Just checking are these cancellation pre-covid bookings where SQ cancelled the flights?

I'm stuck with two 'flight extended' tickets for two redemption bookings I had booked pre-covid. As expected, both flights got canned so at the time they sent me that email with two options. Receive a refund now or receive 'travel credit' + bonus of $xx_. I think the $xx_ condition is applied if you paid for the ticket, at least for redemption bookings I thought your ticket is held and you can just change the date now on the same segment/fare.

Called today and was on the phone for over 1.5hrs and no one seem to know the right process for redemption tickets on those SQ cancelled flights.

They're saying they have to refund my points + taxes (at the old rate of course since I booked these tickets two yrs ago at the old rate), then do a special request so my points are extended (as a favour) then I can re-book.

I find this to be really offending. I should've taken my money and points at the time when there was significant uncertainty about what would happen to most international airlines. I didn't pull my money (which helped their cash flow) + didn't use up the points either. And if now they're refunding the ticket at the old rate so I can no longer book the same flight without topping up my account or not compensating for holding the taxes I paid when they've cancelled and received a tax component on their end, is just unacceptable.

I requested to allow a simple re-booking the same segment/fare on a different date and waiting on a reply over email. Not sure how long i'll have to wait on this..

Did anyone have issues rebooking their SQ cancelled pre-covid bookings with 'credit' option (without refunding your points at that time)?

I am in the same boat. I have tickets sitting there that were cancelled by SQ this year and like you if I cancel and get the refund I will be in the situation of needing more points to rebook due to the increased points cost for the flights.

Latest email I got from them was if I did change the booking it would need to be completed by 30 June 2022. All travel booked with flight credits must be rebooked and completed before this date.

I am still unsure what way to go with this and any advice would be appreciated

cheers

 

[Michaael]

SQ is still about 2 months quicker than qantas but!

 

[straitman]

SQ is still about 2 months quicker than qantas but!

Qantas was quite quick with our refund even though we just asked for a credit.