Singapore Air backing out of refunds?

[get me outta here]

Thanks for that, it is reassuring. I'll definitely wait patiently for the cancellation notice.

Hi GMOH,
I likewise had a couple of reward bookings with SQ. When we got the flight cancellation notice it gave the rigmarole about rebooking etc. and we used the online form linked in the email to post messages (one for each booking) requesting that as SQ had cancelled the flight, we wished to cancel the reward booking and have our miles refunded. Got an immediate auto response saying they had got it and might be a bit slow to respond due to current volumes. This was 21 March. On 24 Mar we got an email from a customer service agent offering change/open date or "refund with your tickets conditions". I replied next day with a copy of my original request and stated that was what i wanted. On 26 Mar got an acknowledgement that the cancellation request was sent for processing. It noted the high volume and said possibly 12-16 weeks. The next day, I got a refund notice for the whole amount of fees, taxes etc. saying the usual USD75 admin fee to redeposit miles was waived due to "COVID19 Flt Cnx". The cash is already back on my card and the miles appeared back in my account in the last 48 hours. The communication for the other reward booking came from a different agent and was slightly different but followed the same pattern and is likewise complete (funds back, miles back, no service charge). I'm happy and like you ready to swoop.

 

[amaroo]

Why bother asking refunds? Call your bank or credit card company and ask them to charge back.. In NSW it's the law, if good are not received you are suppose to get your money back.
In UK (not sure about Aus), if govt mandate certain provisions that stop your business, your insurance automatically activated to get insurance cover.
Qantas is never good at vouchers, always give time limit of 3 months and other conditions which are difficult to manage. I used to throw them to the bin since they are useless.

Great advice! Payment = service delivered.

 

[theblank]

Why bother asking refunds? Call your bank or credit card company and ask them to charge back.. In NSW it's the law, if good are not received you are suppose to get your money back.

Bad advice, SQ have every right to respond to the chargeback request and say the customers enquiry is ongoing, and their bank will charge the cardholder a denied disputed transaction fee.

Should not consider doing this until the enquiry with SQ has run its course.

 

[amaroo]

Bad advice, SQ have every right to respond to the chargeback request and say the customers enquiry is ongoing, and their bank will charge the cardholder a denied disputed transaction fee.

Should not consider doing this until the enquiry with SQ has run its course.

Ongoing = the never never

 

[MEL_Traveller]

I agree that charge-backs should only be used when you have reached the end of the line dealing with the supplier. before that is premature, and taking time away from genuine instances where people need to do them.

And be careful too that not all airline conditions of carriage permit a refund if the event leading to a cancellation is outside the airline's control.

I guess SQ's offer to issue a voucher could be useful for folk with expiring miles. Rather than lose them, we have another year or whatever.

 

[unfunkable]

Sq not refunding my upgrade fee to clear a wait list. Going to try and force them too...anyone had luck ?

 

[amaroo]

Sq not refunding my upgrade fee to clear a wait list. Going to try and force them too...anyone had luck ?

If you paid by CC - take look upthread.

 

[Etrust]

I tried to cancel a booking using Manage my booking, but it did not seem to process after agreeing to the T&C's. When I log back in to KF the booking still shows confirmed.

 

[RooFlyer]

Does not matter its SQ or CX since you are dealing with your card or the bank.

But beware that airlines can get very snarky if you do a cc change back. If you are a member of their FF scheme, and have a bank of points with them, be especially careful. I ran into a dispute with Avianca, even when I proved that the bank , not me, initiated a charge back ( by mistake). Took 6 months of anguish to get sorted. Now, not every airline will be such pric*s, but be wary.

 

[get me outta here]

If it is only cash and not hundreds of thousands of SQ points involved and you have exhausted all other avenues and you have no points in your account to endanger and you don't want to use yr Krisflyer account for a while .... maybe consider a charge back. Otherwise, I would not be doing so.

 

[MollyJones]

Seems SQ are desperate for people to retain the booking as a voucher. Got this email last night, even though we have an approved refund (money not back in card yet though!)

Effective 9 April 2020:
Bonus flight credits are available to adult travellers who have yet to rebook or use their tickets
Bonus flight credits, which range between SGD75 to SGD500 based on your original cabin class, will be awarded upon rebooking
Any remaining flight credits, bonus or otherwise, may be used for a second trip
The flight credits’ validity has been further extended, so travel need only be completed by 30 June 2021
No action is required from you to secure these additional terms, as they have already been associated with your original booking reference. However, we regret to inform customers with partially flown tickets that bonus flight credits are not applicable to them.
If you are no longer able to travel before 30 June 2021, you may request a refund, however any applicable bonus flight credits will be forfeited.
Please ignore this message if you have requested a refund or are in the process of refunding your ticket with Singapore Airlines.

 

[danielc]

I got that same April 9 email from SQ yesterday.

I had a paid Y next week for PER-SIN-SFO return which had previously been cancelled and the fare placed on a voucher. In the past when I used their online form getting a refund was never an option.

After receiving their email yesterday (I believe I would have earned $SGD75 credit to keep voucher) I went into the online form again and refund was now an option.

I submitted the refund request and received an immediate Refund Request Acknowledgement .......

"Dear Sir/Madam, We have received your request for a refund and this will be done via your original mode of payment."

So I am expecting to get the full ticket amount (including seat selection fees as mentioned further in email) refunded to my VISA Debit Card.

 

[Deskorpio]

I am so glad to read SQ latest waiver policy! The travel credit option is not really going to work for me even with the added bonus.

 

[get me outta here]

My original booking was made in mid 2019. But, due to a schedule change the ticket was reissued on 24 May, making it outside the current date applicable to refund at no cost. Otherwise, would be USD $75 to refund the points. They would not budge on that.

Just phoned the Singapore phone number as the Aussie number was not working. SQ agreed to allow a re-issue of the ticket to the original route before they made the recent schedule change, at no charge as long as I call up 2 days before the original departure date. Otherwise, it’s a no-show which costs US $300.

At the re-issue time they will allow me to go back to my original route - can book 350 (maybe 355), days ahead.
Booking was a saver award but I have not seen any of those recently to my destination only advantage awards.

 

[onlycopunk]

I got that same April 9 email from SQ yesterday.

I had a paid Y next week for PER-SIN-SFO return which had previously been cancelled and the fare placed on a voucher. In the past when I used their online form getting a refund was never an option.

After receiving their email yesterday (I believe I would have earned $SGD75 credit to keep voucher) I went into the online form again and refund was now an option.

I submitted the refund request and received an immediate Refund Request Acknowledgement .......

"Dear Sir/Madam, We have received your request for a refund and this will be done via your original mode of payment."

So I am expecting to get the full ticket amount (including seat selection fees as mentioned further in email) refunded to my VISA Debit Card.

i saw this option available now too. Third times a charm.

 

[danielc]

i saw this option available now too. Third times a charm.

More info after just checking the News Alert section on SQ website. The update posted yesterday states refunds will be processed in order of departure date. It also advises a confirmation email will be sent once your refund is processed.

 

[MollyJones]

Ooh good to know re the departure date. Mine has come and gone

 

[Dee#]

My partner was due to go to Barcelona business return $7,000.00 on 14 April. Rang them and requested a refund. They said it will take a long time. Not acceptable-not their money, if they havn't provided the service. And its a lot of money!!! So now he has gone to Amex for a credit chargeback.

 

[danielc]

Tomorrow will be 3 weeks since I lodged refund request but haven't heard anything back. My ticketed departure date was April 16th and I would have returned to Perth tomorrow. I am hopeful for next month as another forum mentioned something about it taking four to six weeks.

 

[lovetravellingoz]

My partner was due to go to Barcelona business return $7,000.00 on 14 April. Rang them and requested a refund. They said it will take a long time. Not acceptable-not their money, if they havn't provided the service. And its a lot of money!!! So now he has gone to Amex for a credit chargeback.

If they have agreed to a refund, then Amex will not pay out on a chargeback.