Rebooking issues after agent mistakenly cancelled flights

[Myztikal_]

Hi,

Bit of story here, bear with me as it's a bit of a doozy.

I redeemed a RTW Business Class trip early last month (on Mar 10) for flights from Sept '24 - Mar '25.

I requested a change to the booking but could not be processed on the system. The agent escalated my case. They mentioned it will take up to 48 hours for a callback.

Before the callback i requested the change of booking to be cancelled. The agent accidentally cancelled the last 2 legs of my booked flights instead of the change request. The flights were no longer available when attempting to rebook it.

Several options were proposed by the agent, however they were unsuitable due to not being business class flights or difficult dates for me.

I have proposed two solutions that would work for me noting i did not make the mistake, however i've hit a roadblock due to some T's and C's and the limitations of actions of the call centre staff.

1) Cancel entire ticket and refund the entire points so i can rebook the entire itinerary. The agent said it was not possible as I had already extended my points once and they could not refund the points. My points would have expired this month (Apr '24); ie i booked in the last possible month so by now it would have expired.

2) Book a flight that is outside of the 12 month validity date. The flights to be booked would be on Mar 31st '25. They said since the flight (one flight with a layover) is outside of the 12 month validity (Mar 10th, '25) period it was not possible. I also was happy to accept that one of my shorter/earlier cancelled flight would be in economy.

Currently, my itinerary is still "booked" but missing cancelled flights. The proposed solution has also been escalated but i don't think that the team they escalate to has the authority to make a decision outside of the t's and c's.

I'm trying to understand my options here and whether there's a chance one of my proposed solutions could be allowed.

Also, Is there a complaints section where i can speak to someone in person? I would like to escalate this to someone that could make a decision for a scenario out of the norm/exceptional circumstance. To me it seems like the solutions that were proposed is all they could do within the T's and C's.

Thanks for helping

PS: I do want to add that I appreciate the agent as he tried to find a solution for me with considerable time and effort.

 

[berkdude]

I’m not much of a KrisFlyer expert so can’t help much - apologies in advance.

What I would say - I had a very good experience this year with booking some flights when there were payment issues and I couldn’t complete the booking.

I found multiple seats and tried to book them - got all the way through and the payment gateway didn’t work for the different credit cards I tried. This happened for multiple booking attempts and routes. Both times the seats were soon snapped up.

Two days later I called the call centre to try to find other seats through partner airlines and happened to explain what occurred to the agent. He asked when I booked - checked online and then said that he could see the attempted bookings. Even though the seats were gone, he then put two of my attempted bookings through on a hold and gave me two weeks to decide which one to take. I don’t know if he freed up additional seats for reward bookings or what happened in that case.

As context, I don’t have status with Singapore (WP with Qantas which is who I typically fly with for work).

So not sure if that helps, but my experience was very good with Singapore when it was a booking problem caused by issues on their end. So I hope maybe in your case it’ll be something where a different agent or supervisor can manually intervene.

 

[Myztikal_]

Thanks man. Yeah it's a bit of a cough Sandwich but they have been trying to help.

I'll post back once I've got some feedback and finalised any processes.

 

[Myztikal_]

Just an update, I'm glad to report that the redemption team were able to extend the validity date of my ticket after an escalation. I had two additional months to rebook the cancelled tickets.

Alot of thanks to the redemption and customer service team. Really did feel relief that it was sorted.