SQ Tips, Trips and Tales

[Matt_01]

@Cruiser Elite what is a chaser and how does one go about do this. I have x2 BNE-SEA (confirmed) and x2 MEL-SEA (saver W/L) on the same day. The preference is to leave from MEL if the W/L clears.

 

[Pointy Bird]

FWIW - the Ette and I are planning 1 month in EU mid year so on Jan 15, 2022 I secured 1 x R/R Adv Rdpt SYD-SIN-LHR in my name and W/L a 2nd in the Ette's name - 2 x chasers over last week and this morn the 2nd R/R Adv Rdpt SYD-SIN-LHR confirmed

IMHO still good value in Adv rates if KF miles are cultivated at reasonable rates then rdpt prolly less than 40% of comm rates - but as always YMMV

I agree that the value is still there - although it is over a million points return for 2 pax...
Anyway - it is one way to make sure we use our points before they expire (or we expire)

 

[mel-world]

I was planning to write a short Trip Report about my, just completed, work trip to the Beijing Olympics, but will restrict myself to a couple of comments about the SQ flights to and from PEK.

The SIN-PEK-SIN legs (both on a long haul version of the 350 LH) were very basic, but as these were Olympic charters we got no catering or drinks beyond some unhealthy snacks and water. I cannot blame SQ for that - in fact the crew were on an 18 hour shift as the Chinese insisted on a complete aircraft clean, that took 3 hours, in PEK after each arrival, before they could return to SIN. Everyone at PEK airport was in complete PPE, including all the baggage and ground handling personnel. Not too bad on a -15C day but would not like to do it in the summer.

My main point is a comparison with the 350 Regional version that SQ is currently operating overnight between MEL and SIN. Considering the increasing competition out of Australia with restrictions lifting, they surely cannot continue with this aircraft type much longer. The comparison in Business is substantial between the two aircraft types with the Regional variant feeling quite claustrophobic by comparison with little room to move while trying the sleep. On the return (which departed from Gate C20 for some reason), the 3yo aircraft was already showing signs of ageing with annoying noises and loose parts around the seat.

The crew have restricted the lavatories to two in a full Business cabin, with the front toilet reserved for crew, so quite a queue before landing.

The SQ menu on these overnight flights is also minimal and really only offered as either a departure or arrival option and either being just a main, a roll and fruit. I guess they expect Business pax to eat in the Lounge (at least the Lounge is open in MEL) but less that satisfactory if your inbound has no catering and there is no time to visit the Lounge in SIN. I'm sure the Mid-East airlines have a more substantial offering available in their premium cabins.

There is some life returning at Changi with some shops open until 2300 and more people around. The 'quarantine transit lounge' has all but gone as well. You also no longer need a negative test 48 hours if transiting - I missed this change by 35 mins!

 

[Cruiser Elite]

@Cruiser Elite what is a chaser and how does one go about do this. I have x2 BNE-SEA (confirmed) and x2 MEL-SEA (saver W/L) on the same day. The preference is to leave from MEL if the W/L clears.

A 'Chaser' is simply a chase up from SQ/KF call ctr to Load Controller to ask them to release extra award inventory to permit your wait
list to confirm - can only be done over phone and may or may not yield positive results. Load Controllers are a weird bunch and march to a totally different beat - but they do have the yay or nay

 

[Cruiser Elite]

I agree that the value is still there - although it is over a million points return for 2 pax...

1.1mil to be precise for 2 x R/R or F/F Adv Rdpts ret - BUT - currently we have 2 x R/R Adv Rdpts into LHR and 2 x J Sav Rdpts out of ZRH - I have booked J as I do not want wait 17 or 18hrs in SIN to catch a midnight flt back to MEL in F. Comm tix SYD-SIN-LHR / ZRH-SIN-MEL currently $15,744ea - considering that Adv Rdpts certainly not overpriced

 

[Pointy Bird]

1.1mil to be precise for 2 x R/R or F/F Adv Rdpts ret - BUT - currently we have 2 x R/R Adv Rdpts into LHR and 2 x J Sav Rdpts out of ZRH - I have booked J as I do not want wait 17 or 18hrs in SIN to catch a midnight flt back to MEL in F. Comm tix SYD-SIN-LHR / ZRH-SIN-MEL currently $15,744ea - considering that Adv Rdpts certainly not overpriced

I have done the same. The other option I have done recently is to fly the second return leg Sing - SYD in 1st - then SYD to MEL late evening. In retrospect that is a lot of trouble just to go just to fly 1st instead of J for 7 hours.

 

[Cruiser Elite]

I have done the same. The other option I have done recently is to fly the second return leg Sing - SYD in 1st - then SYD to MEL late evening. In retrospect that is a lot of trouble just to go just to fly 1st instead of J for 7 hours.

I don’t see how that computes? R/F both sectors FRA/ZRH-SIN + SIN-SYD? Or FRA/ZRH-SIN in J + SIN-SYD in R/F?

Unlimited sectors / combos I love - the Ette hares them - direct only for her so arr into SYD then trsfr to MEL just not on

FTR - I currently have 3 similar combos R or F AU-EU and J EU-AU in next 3 mths - until we see 777 back on 217 so I can enjoy R and F on both daytime return sectors then J it is

 

[Cruiser Elite]

I tossed to and fro whether to waste time posting this tale of woe but here goes - needed to call to KF to upgrade J/J Saver Rdpt MEL-SIN-FRA to F/R Adv Rdpt - called the USA number at 4am Sun Feb 20 and connected in 5 mins - on hold for 55 mins while agent tried to complete upgrade - finally he comes back on phone and advises I need to ante up with 169,000pts which is auto + $0.10 taxes - he has to put me through to online payment portal to pay $0.10

YEP you guessed it - call drops out - I cannot complete - call back and on hold for 1.5 hour - give up and hang up - I then see voice mail that agent had tried to call me whilst I was on hold - FM

Called back Sun arvo on hold 2hrs before connecting and agent advises she will call me straight back after calculating upgrade pts and taxes required - she never called back.

Mon Feb 21 call again at 07:00 and on hold for 40 mins b4 I connect again - this time agent calculates pts and taxes reqd in 2 mins and I connect to online payment portal and input Amex CC and complete payment for $0.10

What did Mal say? ‘Life wasn’t meant to be easy huh?’

 

[boomy]

I had the misfortune to deal with SQ call centre quite frequently in the last few months. Not only the wait times gone through the roof but the agents are so unprofessional. Seems they don’t have the authority to do anything and every simple request needs to be escalated. Anyway that’s old news. Now when calling customer service, instead of waiting online for two hours to speak with an agent, an automated system kindly offers a callback… in 3 days

 

[Peasant]

These experiences sound awful and it’s quite clear SQ customer service has completely collapsed. I’d strongly urge everyone with such terrible experiences to document them in an email to [email protected].

Until there’s some vociferous feedback and complaints it’s unlikely the penny will drop.

 

[Peasant]

@mel-world I'm frustrated with the regional A350 too. It has no place on flights of 7-8 hours as I also find it very uncomfortable. You're absolutely right about the catering too - if anything it seems to be getting worse, not better. Much like the above, I think it's worth writing in with the feedback so they're aware of your dissatisfaction. I've made my thoughts known.

 

[boomy]

Nothing wrong with sending feedback but I’m not sure it will do anything. SQ obviously aware of the long delays in customer service hence their constant apologies while waiting on the line. I hope they are working on recruiting more agents.

Regarding 359 reg config it was flying to BNE (my home base) even before Covid, it’s all about supply and demand. I’m sure SYD and MEL will get more 777s, maybe even another 380 as demand picks up. Meanwhile there are few simple solutions: If must fly on 359 reg (or 787 ex-SYD which isn’t much better) make sure it’s daytime, otherwise book on 777 or 380. If SIN is the destination flying QF J direct can also be an option.

 

[yld200]

Have had to make a few calls lately to add an infant to a booking which took 45 minutes but generally a good call. I asked to help book bassinet seats and was told that she couldn't do this and had to get someone to call me back - really?

On the same call, I asked for a chaser on another waitlisted booking and was told cannot be done you need to wait for the confirmation.

Called back 3 days later to try for the chaser again and was put on hold. When the agent came back, I was asked for the reason and whether I could provide evidence for the need of the chaser. I explained that we needed confirmed flights for visa requirements. Back on hold and told, I'm sorry sir, a redemption agent will need to call you back. I got a bit frustrated and told her that I'd been promised a call back before and pointed her in the direction of the relevant booking, to which she replied with an 'ok sir I will escalate this, and that's all I can do for now. Have a nice day' and ended the call

 

[NoName]

Rang to make a mixed class redemption booking yesterday. 3.5hrs on hold so just gave up. One thing I found odd was that after maybe 2hrs I stopped getting the periodic “you can try our chatbot Kris” etc type messages. It was just the music which appeared to reset to the start of the “track” every 30s or so. I’m sure it’s nothing but made me wonder if something had happened and I was just in a continual loop outside of the queue and would never be answered.

Will try again today possibly.

 

[boomy]

Sad to see SQ joined the bad customer service club.

In case anyone think long waiting times is the new normal because of Covid, recent calls I’ve made to both AA and BA got answered in less than 3 minutes.

 

[I love to travel]

These experiences sound awful and it’s quite clear SQ customer service has completely collapsed. I’d strongly urge everyone with such terrible experiences to document them in an email to [email protected].

Until there’s some vociferous feedback and complaints it’s unlikely the penny will drop.

Feedback sent

 

[Peasant]

Sad to see SQ joined the bad customer service club.

In case anyone think long waiting times is the new normal because of Covid, recent calls I’ve made to both AA and BA got answered in less than 3 minutes.

Totally agree @boomy. While I haven't experienced the full brunt of SQ's bad customer service thanks to status, I've been seriously impressed by my interactions with BA lately. I haven't even needed to hold at all!

 

[Must...Fly!]

Sad to see SQ joined the bad customer service club.

In case anyone think long waiting times is the new normal because of Covid, recent calls I’ve made to both AA and BA got answered in less than 3 minutes.

AA award travel team have been fantastic IME

 

[Ken1]

While regularly looking at Saver award availability being released for various Europe to SYD routes like ZRH-SYD, AMS-SYD, LHR-SYD on some days I only see availability with flights that only have a layover time in SIN of 1hr, 1hr05 or 1hr10, and on SYD-LHR I even see a 50 min layover time. Since SQ offers these short layover times in SIN does this mean that they can usually handle transferring luggage between flights in these short time frames? I would prefer to have longer times in SIN between flights but if the only offering on the date we will need is one of these short connecting times would you consider booking it?

 

[I love to travel]

While regularly looking at Saver award availability being released for various Europe to SYD routes like ZRH-SYD, AMS-SYD, LHR-SYD on some days I only see availability with flights that only have a layover time in SIN of 1hr, 1hr05 or 1hr10, and on SYD-LHR I even see a 50 min layover time. Since SQ offers these short layover times in SIN does this mean that they can usually handle transferring luggage between flights in these short time frames? I would prefer to have longer times in SIN between flights but if the only offering on the date we will need is one of these short connecting times would you consider booking it?

Yes they are good with luggage on short connections.