SQ credited points incorrectly

[avante]

So I recently flew with SQ MEL-SIN-MNL-SIN-MEL) and asked for the points to be credited to my Velocity account instead of my Krisflyer. When I checked my account after the trip, I discovered that only 1 of the 4 flights had been credited to my Velocity account, and the remaining 3 were credited to my Krisflyer, which I hardly used. Spoke to the SQ customer care department and was informed that they would not be able to reverse this, which I believe is unfair, given it was not my fault to begin with. Has anyone had a similar experience?

 

[dajop]

Uh oh. It sounds like Flight 1 was changed (MEL-SIN) and not the remaining sectors Is this correct? I don't know if you'll have any luck getting them reversed.

 

[anat0l]

Uh oh. It sounds like Flight 1 was changed (MEL-SIN) and not the remaining sectors Is this correct? I don't know if you'll have any luck getting them reversed.

I think this might be it. Did you ask for your Velocity number to be entered for every leg of your itinerary? Or, at least, when you booked this flight, did you enter in your Velocity number during the booking process and not your KrisFlyer number?

It may have been necessary to check your FF number more than once (i.e. at worst, before every single flight at the check-in counter / transfer or service desk).

If you still have your boarding passes, does it show which frequent flyer program number was entered on the boarding pass?

If the FF detail is on the boarding pass, then you may be able to use this as basis for a "claim", if the boarding passes say you had Velocity crediting on all legs. Apart from this scenario, it seems unlikely (or at least extremely difficult) to get a reverse on this.

 

[albatross710]

and asked for the points to be credited to my Velocity account instead of my Krisflyer. ?

Can you clarify whom you asked? This might help in tracking it back to the responsible person.

I had a similar (but different) issue with BA & QF & AA a few years ago. QF agreed to 'release' the points but there was no going back. ie they had to cancel them first without guaranteeing they would honour a credit to AA. Needless to say they happily forfeited my points and they never turned up at AA.


Edit: And congratulations on your first post.

 

[avante]

Thanks for all the responses, guys - and apologies for my tardiness!

I can't recall the name of the check-in staff unfortunately...

Can't say I have my boarding passes with me now but I definitely asked for all flights to be credited to my Velocity account. Incidentally, the lady at the check-in counter appeared to be very rushed and when I gave her my Velocity card, she said she didn't need it. I started to explain why and all of a sudden, she looked up and said "Sorry, I wasn't actually listening" and I had to repeat myself. She wasn't by any means rude -she did seem quite pleasant when she apologised - but I suspect she had something else to do after that or she had something else on her mind... frustrating because I have until February next year to make Platinum, and had the SCs been credited correctly, all I need is one more business class trip between Singapore and Melbourne (which is highly likely!)...

Can you clarify whom you asked? This might help in tracking it back to the responsible person.

I had a similar (but different) issue with BA & QF & AA a few years ago. QF agreed to 'release' the points but there was no going back. ie they had to cancel them first without guaranteeing they would honour a credit to AA. Needless to say they happily forfeited my points and they never turned up at AA.


Edit: And congratulations on your first post.

 

[docjames]

I'd still be pursueing this if you directly asked for it to be amended - however it will take some perseverence to resolve to your satifaction as most airlines are very resistant to correcting points when credited already to another FF program.

 

[Fantic125]

I had the same issue with SQ last year. When I checked in for my first sector of 4 I requested they remove my KrisFlyer FF number and replace with my Asiana FF number. The response was that they aren't able to remove my KrisFlyer number but they were able to enter my Asiana number as the preferred FF program.

My first 2 sectors (both SQ metal) credited to my Asiana account, but my 3rd (MI) and 4th (SQ) both credited to my KrisFlyer account.

I sent SQ an email through their website and followed it up with a phone call, and after a couple of calls was able to get them to transfer the miles to my Asiana FF account.

 

[dajop]

My first 2 sectors (both SQ metal) credited to my Asiana account, but my 3rd (MI) and 4th (SQ) both credited to my KrisFlyer account.

This one was probably complicated. Agent may have hit a brick wall when it came to the MI flight, as that could only credit SQ. And not tried to change the subsequent SQ flight. Advice is always to book initially using preferred account, or make changes/check sector by sector.

 

[avante]

Hello all

I am pleased to report that my points have been transferred! Received an email from SQ Customer Care last night informing me about it and found the points on my Velocity account this morning. Impressed by how quickly it was processed by Virgin.