SQ Tips, Trips and Tales

[RooFlyer]

Emailed SQ as advised by CE at post 783. Asked nicely for a full refund of all points and cash. They still want to charge a redeposit fee of points.
Not happy about that USD75.

Thanks for sharing that - I too have just asked for the same, plus I asked for waiving of the 'cancellation' penalty, as mine is one of the flights they have cancelled; no response yet. I've also asked for an extension of the life of the re-instated points, as I think they will be close to expiring!

 

[RooFlyer]

Thanks for sharing that - I too have just asked for the same, plus I asked for waiving of the 'cancellation' penalty, as mine is one of the flights they have cancelled; no response yet. I've also asked for an extension of the life of the re-instated points, as I think they will be close to expiring!

Got a reply overnight. Although with my KF number and a ref at the top of the e-mail, it looked like a canned response, similar, but not the same as @get me outta here got. Completely ignored my request and just said to to the effect of 'offering waiving of re-booking fee , you ban rebook later' etc etc. No mention of cancellation (points booking) and no mention of further contact. Just links to rebooking form on their web site.

So, @Cruiser Elite , any suggestions on how to get them to cancel a points redemption? Or will I have to phone after all?

 

[get me outta here]

Just wondering if your flight is was imminent, or like me will be best to wait until 2 to 3 days prior to the departure date? Other advice seems to be that once SQ actually cancels it you have more luck getting everything back.

Got a reply overnight. Although with my KF number and a ref at the top of the e-mail, it looked like a canned response, similar, but not the same as @get me outta here got. Completely ignored my request and just said to to the effect of 'offering waiving of re-booking fee , you ban rebook later' etc etc. No mention of cancellation (points booking) and no mention of further contact. Just links to rebooking form on their web site.

So, @Cruiser Elite , any suggestions on how to get them to cancel a points redemption? Or will I have to phone after all?

 

[Cruiser Elite]

So, @Cruiser Elite , any suggestions on how to get them to cancel a points redemption? Or will I have to phone after all?

The format I have used to cancel 3 rdpt bookings so far is:

Email to - [email protected]>

Attn SQ Reservations
Due to ongoing Coronavirus epidemic issues in China and Australian Government directive that Australian Citizens should cancel ALL overseas travel arrangements can you please cancel the following confirmed bookings:

• Melbourne-Singapore-Beijing on March 18 Booking Reference xx_XX First Class Saver Award - please arrange reinstatement of 106,000 KF miles to my account xx_xx_xx_X and refund Taxes & Charges A$96.09 to AMEX Card used for this transaction.
• Shanghai-Singapore-Melbourne on March 25 Booking Reference xx_xx_ Business Class Saver Award - please arrange reinstatement of 84,000 KF miles to my account xx_xx_xx_X and refund Taxes & Charges CN¥151 to AMEX Card.
• Manila-Singapore-Melbourne on March 25 Booking Reference xx_xx_ Business Class Saver Award - please arrange reinstatement of 62,000 KF miles to my account xx_xx_xx_X and refund Taxes & Charges US$32.27 to AMEX Card.

Thank you for your assistance in this matter
Cruiser Elite
KF# xx_xx_xx_X

All 3 have been cancelled and no longer appear when selecting 'Manage Bookings / View All Bookings' - I did list all 3 bookings in the one email in format above - email sent March 12 - pts for first booking back in account March 16 and $s refunded into CC March 16 - pts for second booking returned to account March 26 and $s refunded to CC March 30 - 3rd booking pts appeared back in account today but no $s as yet.

For commercial booking I can offer no input as I never make commercial bookings

As for timing of cancellations I think once your decision is made to cancel you should send off email. Cancellation requests are being processed according to flight dates - closest in first - you will need to be patient as the whole team is swamped there and even like the poor staff at Supermarkets lots of customers are being less than pleasant over phone lines.

I do not suggest above is a 'magic recipe' - it has just worked for me so far and hopefully will continue to do so in future if further cancellations are required - also possible the goal posts have moved since March 12 - I just don't know

*Edited and Edited.

 

[RooFlyer]

Thanks. That’s the email address and pretty much the message I sent. I’ll see what happens to my reply to them

 

[Denali]

Many thanks, I havent sent my email yet but plan to this weekend.

 

[m_diggity]

Thank you Cruiser Elite,

My wife tried to cancel our redemption booking through the online form, and got the standard response as mentioned above back. Even after responding to that email explaining further we still got the same response today.

She has now sent off an email to the reservation email address, using a similar template to yours. Thank you for that!

Lets hope it works.

 

[potm]

Similar experience. Standard online form is useless. I called up though. Quite easy to get connected in the morning Australian time before most Singaporeans wake up.
Agents quite quick to agree to redemption refunds for cancelled flights. It’s been more than a week and I’m still waiting on the points and taxes though.

 

[Cruiser Elite]

You just need to be patient with refund of pts and taxes - they do come through - sometimes quicker than others

 

[RooFlyer]

Thanks. That’s the email address and pretty much the message I sent. I’ll see what happens to my reply to them

The reply came though overnight.

It said full refund of 'tickets and seat selection fee' available but then went to push very hard for the re-book with open ticket option. I think it again a standard response - didn't respond to my second specific queries re waiving of cancellation fee, longevity of my points etc. Both critical to my decision.

I know they are probably snowed with requests - and I think Cruiser Elite that there's a new regime in place since your requests.

But its going to take a call, obviously.

My main worry about taking an open ticket is the time frame available to redeem. When they do start flying, there is going to be about a years worth of redemptions over-hanging, all trying to get in during the period until the deadline of 31 March 2021; 6-months, possibly less. I think they will be swamped, and many people will get 'tough luck - nothing available and their open tickets will lapse. What do you think about this issue @Cruiser Elite ?

Of course if my points will expire, and they won't waive the expiry, then the decision is moot.

 

[get me outta here]

What was the date of your first flight?

Similar experience. Standard online form is useless. I called up though. Quite easy to get connected in the morning Australian time before most Singaporeans wake up.
Agents quite quick to agree to redemption refunds for cancelled flights. It’s been more than a week and I’m still waiting on the points and taxes though.

 

[Cruiser Elite]

I think I would reply again in an email and say this response it totally unacceptable - spell out again EXACTLY what you want and include that any variation from same is totally unacceptable.

FTR: I am absolutely clueless as to what situation we will be confronted with upon SQs reactivation of flts - I am kinda expecting 12mths of commercial bookings as opposed to Saver rdpt bookings but truly no idea.

 

[lovetravellingoz]

Just had my Award Return flights for 4 with two sets of departure and return dates in April agreed to be returned with respect to points and fees.

First reply offered flight credit only to my first email requesting points and fees be returned for flights cancelled by SQ. So just replied again with my request and second time was granted. Points reinstatement fee also waived.

 

[amaroo]

Just had my Award Return flights for 4 with two sets of departure and return dates in April agreed to be returned with respect to points and fees.

First reply offered flight credit only to my first email requesting points and fees be returned for flights cancelled by SQ. So just replied again with my request and second time was granted. Points reinstatement fee also waived.

Our multiply flights are just outside the April deadlines. I'm not going to cancel until the very last moment - Singapore doesn't deserve my money.

On the subject of miles / points / whatever ... they are all stuffed. My guess, think yourself lucky if we're left with 50% of current balance. Maybe 25% is a reality ... STOP BUYING AIRLINE CURRENCY

 

[N860CR]

I’m guessing when they see “keep the flight in credit” or whatever it is, we’ll only be able to move to a date when a saver award is available? If they’re a bit more flexible, then it’s not an awful option. I fly SYD-SIN-CPT 3 or 4 times a year so they’ll definitely get used... but saver awards can be hard to come by.

 

[lovetravellingoz]

On the subject of miles / points / whatever ... they are all stuffed. My guess, think yourself lucky if we're left with 50% of current balance. Maybe 25% is a reality ... STOP BUYING AIRLINE CURRENCY

I switched from acquiring points to cash about a month back. ie Woolworths Rewards changed to cashback now vs QFF points.

I also have not bothered wasting any time on point earning activities.

 

[lovetravellingoz]

Our multiply flights are just outside the April deadlines. I'm not going to cancel until the very last moment - Singapore doesn't deserve my money.

Yes I have left all my June and July Award flights for SQ to cancel which they will.

 

[boomy]

On the subject of miles / points / whatever ... they are all stuffed. My guess, think yourself lucky if we're left with 50% of current balance. Maybe 25% is a reality ... STOP BUYING AIRLINE CURRENCY

You make some decisive assumptions there. Not saying true or false because I have no idea, just wondering how can anyone predict such a sharp devaluation of airline points, particularly KF miles.

 

[lovetravellingoz]

You make some decisive assumptions there. Not saying true or false because I have no idea, just wondering how can anyone predict such a sharp devaluation of airline points, particularly KF miles.

I have no idea also.

Points may or may not get devalued.

Points may or may not be harder to use . ie with KF they could simply just have less award seats for flights, or for example have very few or no Saver Seats, and only have the more expensive redemption which is a way of devaluing the program without making it obvious that it has been.

I think many airlines will have trouble surviving in their present form. If not then the attached FF program will most likely vanish too. SQ being state majority owned had a better chance than most of surviving. But even SQ may have to take severe measures going forward and some measure of devaluation or restriction of KF is very likely.

What I do believe though that it is pretty pointless expending much time of effort earning points at present, and if you have the choice of more cash in your pocket now versus points for future possible use that I am now going for cash every single time.

 

[boomy]

I have no idea also.

Points may or may not get devalued.

Points may or may not be harder to use . ie with KF they could simply just have less award seats for flights, or for example have very few or no Saver Seats, and only have the more expensive redemption which is a way of devaluing the program without making it obvious that it has been.

I think many airlines will have trouble surviving in their present form. If not then the attached FF program will most likely vanish too. SQ being state majority owned had a better chance than most of surviving. But even SQ may have to take severe measures going forward and some measure of devaluation or restriction of KF is very likely.

What I do believe though that it is pretty pointless expending much time of effort earning points at present, and if you have the choice of more cash in your pocket now versus points for future possible use that I am now going for cash every single time.

By the end of this any given scenario might happen.

Maybe people will be hesitant to travel for a while and we’ll have award seats galore for a while. Maybe KF will extend miles expiration beyond 3yr or maybe it will all be doom and gloom. No one really knows.

I still remember back when AUD was > USD some members here on AFF were very decisive in saying DO NOT hoard miles unless you have immediate plans to travel. In hindsight any frequent flyer who didn’t hoard back then lost BIG TIME. And those members who gave this false advise, some are still posting shamelessly still pretending they can predict the future.

I also stopped chasing miles, partly because I have enough, partly because supermarkets don’t offer incentives lately and partly because I can’t work ATM but this doesn’t mean everyone should necessary do the same.