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- Sep 25, 2013
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We were booked on SQ FRA-SIN-MEL departing July 18 (SQ 25, which originates in JFK). Woke up at 6am as we had a 9am train from Stuttgart to FRA booked. Alert received (SMS and e-mail) that SQ25 delayed from 12:30pm to 14:30 (this later became 15:40) - panic - this meant we would miss our connection in SIN to MEL - as these were business class award seats - I jumped on the phone to SQ and asked for a re-schedule - agent said yes but it would "take time" as we had already checked-in online. Well while on the train to FRA received an e-mail with new itinerary and e-tickets. Good news - was worried about being bumped to Y as we were on award tickets. (new flight departed at 11am ex-SIN).
On checking in at FRA at 10am (unfortunately train tickets were fixed so had to depart Stuttgart even though we would have preferred to delay this) - on checkin agent gave up a letter outlining the delay (reason weather in JFK delayed departure from there) - SQ had also booked out an entire restaurant at FRA so passengers could enjoy a complimentary lunch ( business and first passengers) had a separate section .(letter also outlined how to claim compensation under EU261) ... upon boarding each passenger was given a box or bag of chocolates (depending on class of service). Upon arrival SQ had a number of desks setup for arriving passengers with at risk/missed connections - boarding passes ready for new flight etc etc,....
All in all - very well handled by SQ considering delay was not their fault. Beats many of the horror stories one reads on blogs about poor handling of delays by airlines.
Unfortunately - we missed our final flight from MEL-SYD so had to overnight at MEL airport ParkRoyal and fly home this morning, (We had booked to MEL as these were the only J award seats available when we booked our original flights). SYD WL did eventually come through but higher points were then required so we gave it a miss as we had already paid for MEL-SYD flights - well travel insurance should cover this off.
On checking in at FRA at 10am (unfortunately train tickets were fixed so had to depart Stuttgart even though we would have preferred to delay this) - on checkin agent gave up a letter outlining the delay (reason weather in JFK delayed departure from there) - SQ had also booked out an entire restaurant at FRA so passengers could enjoy a complimentary lunch ( business and first passengers) had a separate section .(letter also outlined how to claim compensation under EU261) ... upon boarding each passenger was given a box or bag of chocolates (depending on class of service). Upon arrival SQ had a number of desks setup for arriving passengers with at risk/missed connections - boarding passes ready for new flight etc etc,....
All in all - very well handled by SQ considering delay was not their fault. Beats many of the horror stories one reads on blogs about poor handling of delays by airlines.
Unfortunately - we missed our final flight from MEL-SYD so had to overnight at MEL airport ParkRoyal and fly home this morning, (We had booked to MEL as these were the only J award seats available when we booked our original flights). SYD WL did eventually come through but higher points were then required so we gave it a miss as we had already paid for MEL-SYD flights - well travel insurance should cover this off.