SQ Tips, Trips and Tales

[alexy23]

I made a similar booking - MEL-SIN-DPS. You can definitely book it as one booking at F rates as you have outlined. I would call up again and if you get the same response, I would ask to speak to another agent.

I'm now being told that this isn't the case. But now they are manually reviewing my appeal. I'd say they are aware of this issue - but have been told to act a little unaware about it.

In the end I'm paying 7,500 points more (per passenger/per direction) when it's split up into individual sectors. And funnily enough I'm essentially getting penalised for a class they don't have.

 

[Cruiser Elite]

Totally wrong alex - mixed class redemptions are alive and well - they are priced at highest cabin rate in the booking - call back and politely ask for a Team Leader / Manager - this is not rocket science.

 

[alexy23]

Totally wrong alex - mixed class redemptions are alive and well - they are priced at highest cabin rate in the booking - call back and politely ask for a Team Leader / Manager - this is not rocket science.

So just to confirm as I'm a little confused by your comment, should a booking SYD-SIN-MLE (Zone 9 to Zone 6) (F class) cost 102,500 KF or 110,000 KF (before 15%).

 

[Cruiser Elite]

So just to confirm as I'm a little confused by your comment, should a booking SYD-SIN-MLE (Zone 9 to Zone 6) (F class) cost 102,500 KF or 110,000 KF (before 15%).

Clear as a bell:



Extreme bottom right - 102,500 before 15% discount.

 

[alexy23]

Yeah that was exactly what I saw - 102,500 - and I've contested this twice on the phone to SQ. The customer service agent highlighted this is because SYD-SIN-MLE cannot be booked as an entire F class and therefore needs to be booked as a mixed class fare.

She called back after review with team leader and they confirmed it will be 110,000 KF points (SYD-SIN - 75,000 F class, SIN-MLE - 35,000 J class) before 15% disc.

I've asked to have it escalated and was told no-one can help but they'll arrange a call back in a few days.

 

[SponsorSFC]

I would just HUCA.

I have had similar problems in the past flying from PER as there is no F offered.

I have found how you phrase things can make a world of difference with the KF agents, also as CE has said before make sure you are only calling the SYD phone number. I have firsthand experiences where the agents have booked the reservation when I called the SYD number, where the general KF number agents would not budge on multiple calls.

Perhaps if you have no luck try booking J all the way online to get the discount then call back and ask for the SYD-SIN section to be upgraded/changed into F and see if they will only charge you the difference between J and F minus the 15% as you couldn't make the change online.

 

[alexy23]

Thanks. I'll keep trying.

Just to confirm the best number is 02 8228 1188?

 

[SponsorSFC]

Thanks. I'll keep trying.

Just to confirm the best number is 02 8228 1188?

That's the one as far as I understand it takes you through to the SIN based call centre instead of the sub continent.

 

[Anastascia]

Hi everyone, I have had the same issue trying to book SYD-SIN-DPS in F and then J. They wanted to charge me the points for two separate bookings. No thanks! The agent was lovely though and advised they have a new policy on this.

 

[Cruiser Elite]

There is currently a very high t/o of staff in SIN SQ / KF call ctr - quite a number of new inexperienced staff members from Malaysia which probably is the reason for so many of these confusing and inaccurate responses - there has absolutely been no changes to 'Mixed Class Rdpts' - they are alive and well and still price as they always have - that being at highest cabin class rates in the booking.

If you are trying to secure a 'Mixed Class Rdpt' which you must do over the phone as they cannot be booked online and Call Ctr Rep tries to tell you it must be booked as 2 seperate bookings then be nice but be firm - this is not correct - ask them to either check with their Manager or indeed put you through to their Manager.

 

[tizey]

Just to clarify - is there such a thing as upgrading one leg on a two leg journey?

I've currently got a J Standard reward booked MEL-SIN-ZUR (150k KF before 15% discount), but I can see a F Saver fare MEL-SIN, but only a F Standard fare for SIN-ZUR on that particular date, so I cant get the F Saver fare the whole way through. I doubt the saver F will open up on SIN-ZUR on that particular date.

Is there any way to 'upgrade' the MEL-SIN leg from J to F on the cheap, whilst maintaining the J Standard for SIN-ZUR? You can see my frustration when I put it this way....

A F Saver reward MEL-SIN is 75k KF
A J Saver reward MEL-SIN is 90k KF

Or am I absolutely forced to have to split the flights to be MEL-SIN in F (75k KF), and then SIN-ZUR in J (120k KF) - an increase of 45k KF miles over the Standard J Fare MEL-SIN-ZUR (150k KF).

If there is a way to get it as a mixed redemption without the fare increase, I'll jump at it. Otherwise I'll stick with J (and enjoy the saver F that is booked on the way home!)

 

[dec540]

For what it's worth, I had a similar issue with a mixed class redemption. I wanted to book SYD-SIN-LGK with SYD-SIN in F and SIN-LGK in J (since there's no F). I originally booked online for SYD-SIN in F only, as before reading this sub-forum I wasn't aware of mixed class redemptions.

After a few calls to SQ I was advised I would have to pay for SIN-LGK as if it was an entirely new booking (another 35k miles each or something ridiculous). They eventually agreed to have the matter 'appealed'. After a few more phone calls it was accepted and tickets have now been issued.

Key here is persistence and as Cruiser has said, there seem to be a number of staff in the call centre that have no idea. if you feel like you are going around in circles it's because you are. Just end the call and try again. Also the SYD office just transfers callers to the call centre in my experience.

 

[PDog]

Sadly, no suite action here, but we are flying SQ tomorrow DPS-SIN-MEL. First time for hubby in SQ J, I have only done it for work, so should be fun! We have a 7 hr layover in Singapore so we can leave the airport for lunch.

Any recs either for lunch or the flight? It's a milestone b'day, it is worth mentioning that to the FAs for extra spoiling for him?!

 

[hummel]

There is currently a very high t/o of staff in SIN SQ / KF call ctr - quite a number of new inexperienced staff members from Malaysia which probably is the reason for so many of these confusing and inaccurate responses - there has absolutely been no changes to 'Mixed Class Rdpts' - they are alive and well and still price as they always have - that being at highest cabin class rates in the booking.

If you are trying to secure a 'Mixed Class Rdpt' which you must do over the phone as they cannot be booked online and Call Ctr Rep tries to tell you it must be booked as 2 seperate bookings then be nice but be firm - this is not correct - ask them to either check with their Manager or indeed put you through to their Manager.

Can you please duck over to SIN on your way through and train their call centre? Maybe negotiate a 25% discount for us AFF folk?

 

[alexy23]

Can you please duck over to SIN on your way through and train their call centre? Maybe negotiate a 25% discount for us AFF folk?

If you could that'd be great - was just informed apparently MLE is for Malta. "No sir I have checked, MLE is definitely Malta International Airport, not Male." E for Echo? Yes E for Echo sir.

 

[alexy23]

I have been advised that SQ will no longer honour "true fare". So a flight from SYD-SIN-MLE in F class will be billed separately (SYD-SIN F class, SIN-MLE J class). They have made a one time exception for me but have stated since changes made in April '16 they are no longer able to honour this.

 

[Cruiser Elite]

I have been advised that SQ will no longer honour "true fare". So a flight from SYD-SIN-MLE in F class will be billed separately (SYD-SIN F class, SIN-MLE J class). They have made a one time exception for me but have stated since changes made in April '16 they are no longer able to honour this.

Did you record the name of Agent and time of call? This is totally at odds to advice I received direct from a KF Call Ctr Agent - no change at all were her words.

 

[alexy23]

not my advice direct from a KF Call Ctr Agent - no change at all were her words.

When was the last time you checked? Apparently since April they had a change in policy, I asked where this was listed and they couldn't state it. Would be good if we had an SQ Rep on the forum

 

[Cruiser Elite]

When was the last time you checked?

21:06 on Tuesday August 23.

 

[alexy23]

Did you record the name of Agent and time of call? This is totally at odds to advice I received direct from a KF Call Ctr Agent - no change at all were her words.

Around 1:35pm AEST today (25 Aug) - spoke to Zakwan. Even asked him at the end of the call if he can send me some material regarding this "change", said it's only communicated over the phone. Maybe for bigger flyers like yourself you are given consideration for this.