SQ Redemption Flight Change - No ticket number?

[mattr00]

Hi all, looking for some advice. My Velocity redemption for SQ SIN-MEL was moved forward by 10 minutes, and this tiny change is leading to some unfortunate consequences.

The current situation is:
- I’ve noticed in the SQ online Manage Flight portal that there’s a banner saying I’m not ticketed and won’t be able to select food/seats till I’m issued a ticket. Could and have selected food and seats though. However, clicking the “download tickets/receipt” led to empty ticket numbers and blank screens… However again, the same portal says my flight is confirmed and I’ve been ticketed. The app says the same, even displaying ticket numbers

- Chatted with SQ and they confirmed that the reservation has not been ticketed and to contact VA

- Called up VA and they said everything is OK on their end and emailed me the itinerary with ticket numbers.

- Called up SQ and they confirmed that reservation has not been ticketed and to contact VA. However, I provided them with the ticket numbers VA gave me and they said that the ticket numbers and reservation code are “open” and that should be OK. No further actions needed.

Since I have 0 faith in CSR saying “that should be ok” for things to actually be OK, any experiences/advice to navigate this? My working theory is that the app’s ticket number is outdated omce the flight was moved, and the latest sets of ticket numbers haven’t synced over properly from VA’s side

 

[mattr00]

Update for anyone who experiences this in the future:

- On the phone with Velocity near daily to get this fixed. On 7/11 the agent created a case to get this fixed.
- Called up on 10/11 and the agent claimed the case was marked as closed. I’m still not ticketed so asked for the case to be escalated.
- Called up on 20/11 and the agent said the case was opened to the wrong team. The agent has now supposedly opened the case to the team that deals with Singapore Airlines and to expect resolution in 3-5 business days.

I also emailed Velocity and the reply suggests this can only be resolved during check in period.

What a mess overall. Still unticketed

 

[I love to travel]

Don't give up you must be ticketed before check in. Velocity must fix this SQ can't

 

[knagelli]

I also have a similar issue however it's not a reward booking. I booked a revenue ticket using Amex travel ( VA ticket on QR metal) for May 2024. However last week VA changed my tickets and now my onward itinerary is screwed up and have two tickets MEL to Doha ( with no connection from Doha) and (MEL to SIN + SIN to MXP). If I contact VA they dont want to discuss with me as its booking using agent and Amex said its already fixed.

Very first time I felt VA are going downhill out of all these years , being plat for many years.

 

[mattr00]

Potentially disastrous update. The flight date has been pushed back by 2 days (???) on SQ and VA’s websites. SQ’s side shows the reservation as “reserved” now instead of confirmed.

The Sabre tickets from Velocity still says 3rd of December (original departure date), so I really hope I’m still on that flight.

Called back in and the agent snarkily said I see you called in yesterday, to which I replied “yes, because my trip starts in 2 days and I don’t know if I have a flight home”

 

[TMP]

I've just had a similar issue occur.

Reward seats booked back from UK to Australia on two separate bookings. PNR had to be split for both flights as my partner's travel plans had to change. One of the flights all seems ok, but for the second flight I have the same banner saying I’m not ticketed and won’t be able to select food/seats till I’m issued a ticket.

Will report back if I have any luck, might start with SQ, noting that it is suggested above that VA need to solve this. Just odd that it worked for one flight and not the other.

 

[TMP]

Update: the Singapore agent on the live chat insists that there is nothing wrong on their end and that it is confirmed and ticketed and ok to fly. Hmm...

 

[jay.fozdar]

Update: the Singapore agent on the live chat insists that there is nothing wrong on their end and that it is confirmed and ticketed and ok to fly. Hmm...

Hey i have a similar issue. What happened in the end?

Post automatically merged: Jul 1, 2024

Potentially disastrous update. The flight date has been pushed back by 2 days (???) on SQ and VA’s websites. SQ’s side shows the reservation as “reserved” now instead of confirmed.

The Sabre tickets from Velocity still says 3rd of December (original departure date), so I really hope I’m still on that flight.

Called back in and the agent snarkily said I see you called in yesterday, to which I replied “yes, because my trip starts in 2 days and I don’t know if I have a flight home”

Hey i have a similar issue. What happened in the end?

 

[mattr00]

Hey i have a similar issue. What happened in the end?

Post automatically merged: Jul 1, 2024

Hey i have a similar issue. What happened in the end?

It was resolved in the end. From memory I called back to Velocity the day after (16/11). Initial CSR was not much help, but I asked for a supervisor and he was able to resolved it in about 30 minutes back into the original flight. Not a fun experience

 

[TMP]

Hi @jay.fozdar

Travelled with no issues, didn't follow up any further prior to the flight, but all was ok!

 

[Hunter4vr]

So it seems that SQ changed their ADL-SIN flight from 9:10am to 5:35pm for our award booking next May and re-booked us on a flight a day earlier. Been 12 hours and so far no new e-ticket, only information of the change was from SQ and nothing from Velocity.

Velocity MMB shows both flights, while SQ website shows only the new one with a status of "Reserved" and not "Ticketed". Flight the day before doesn't really suit us, so I wonder if it's easier just re-booking the flight on the original date as there's availability or spending time on the phone with Velocity.

 

[mattr00]

So it seems that SQ changed their ADL-SIN flight from 9:10am to 5:35pm for our award booking next May and re-booked us on a flight a day earlier. Been 12 hours and so far no new e-ticket, only information of the change was from SQ and nothing from Velocity.

Velocity MMB shows both flights, while SQ website shows only the new one with a status of "Reserved" and not "Ticketed". Flight the day before doesn't really suit us, so I wonder if it's easier just re-booking the flight on the original date as there's availability or spending time on the phone with Velocity.

Unless you get Velocity to waive the cancellation fee I’d push hard to get it fixed. They can do it but you may have to push for a supervisor

 

[luckypierre]

Unless you get Velocity to waive the cancellation fee I’d push hard to get it fixed. They can do it but you may have to push for a supervisor

Similarly our SIN -ADL award flight next June was changed from 1110pm departure to a 0805 departure next morning by SQ. We preferred the night departure so contacted VA who cancelled our first booking and created another booking, for the next day, no cancellation charge, Have to wait for a refund of points and. $$.

 

[Hunter4vr]

Similarly our SIN -ADL award flight next June was changed from 1110pm departure to a 0805 departure next morning by SQ. We preferred the night departure so contacted VA who cancelled our first booking and created another booking, for the next day, no cancellation charge, Have to wait for a refund of points and. $$.

Did you end up receiving an e-ticket for the changed flight before you cancelled?

 

[luckypierre]

Did you end up receiving an e-ticket for the changed flight before you cancelled?

No , the process was cancel first, then a email with a flight booking “hold”. Then verbal approval to complete booking and CC payment. No automated email received for the new complete booking. Had to go to manage booking on APP to resend itinerary. Ticket numbers E ticket numbers included.
Needed to enter KF membership numbers via manage booking. Could select seats via SQ website. Points credited straight away and now waiting for refund of fees for original flight.

 

[mattr00]

As fate would have it, SQ202 got renumbered to SQ262 so I'm once again reserved on my first segment to SIN. Can't believe I have to go through this process again!

 

[Hunter4vr]

As fate would have it, SQ202 got renumbered to SQ262 so I'm once again reserved on my first segment to SIN. Can't believe I have to go through this process again!

I ended up calling Velocity after it didn't get ticketed for a couple days, call was picked up instantly and resolved within 10 mins, painless process compared to calling up Qantas. Hopefully it's a smooth process on your end as well.

 

[mattr00]

Yes! Resolved in a 10 mins call + 1 hour wait for change to sync to SQ. Pleasantly surprised by how easy that was

 

[Pele]

Another data point.

Had a Velocity redemption on SQ get screwed up and become not ticketed on the SQ website and VA website showing it as unconfirmed.

Cause was the first leg of SQ looked to be cancelled and they changed me to ab earlier flight with a different flight number.

Was dreading this as a similar situation with Qantas in 2022 was a disaster.

VA was totally different. Rang up Velocity, explained the situation, he knew what had happened and fixed it in less than 20 minutes with updates showing on both VA and SQ websites.