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[MEL_Traveller]

Thanks so much for the alert that SQ no longer offer F/suites SIN-AMS > March 2016, which I had booked back in April ‘15. Thanks too for the suggestions for dealing with it, so very helpful and generous.

I wanted to stay in F and was not prepared to accept going into J. So, long story and hours later, I have rerouted via LHR as I needed to get a connection to OSL.

My separate AMS – OSL flight is non-refundable, so I lose that.

SQ rebooked SYD – SIN – LHR – OSL, arriving 1 hour later than originally. Cost was 26K extra SQ points and SGD 120. I have selected 3F all the way - that's a good seat right??

The agent Rudy was knowledgeable, efficient and fixed it up easily over 3 phone calls, not counting the previous approx 2.5 hours, mostly on hold.

Unfortunately one of the pit falls of buying a separate ticket

Unfortunately this scenario wouldn't even be covered by EU261. This was a schedule change months in advance.

The AMS-OSL - while non-refundable, was it also non-changeable? I would have expected SQ to reroute you to AMS FOC, but perhaps changing to a later connection to OSL on your original ticket.

Can your travel insurance help out?

I'd certainly pursue this with SQ, without getting your hopes up.

Commercial tickets - where people actually pay $$$$s

I can't see this being an issue for commercial ticket pax. Economy and business class are not affected by the change, leaving only a couple of F class pax that might have booked at this stage. And out of them I don't know how many would have booked a non-changeable onward connection to other Euro ports.

 

[get me outta here]

I'm happy to follow up with SQ as long as it doesn't involve 2 hours on the phone again, all three of my handsets are low on battery power now. It is unbelievable how long they put me on hold.

What would be the best way to query this outcome? Anyone had success with emails? I'm going to stick with what I have now, I'm very tired of it currently,

Unfortunately one of the pit falls of buying a separate ticket

Unfortunately this scenario wouldn't even be covered by EU261. This was a schedule change months in advance.

The AMS-OSL - while non-refundable, was it also non-changeable? I would have expected SQ to reroute you to AMS FOC, but perhaps changing to a later connection to OSL on your original ticket.

Can your travel insurance help out?

I'd certainly pursue this with SQ, without getting your hopes up.



I can't see this being an issue for commercial ticket pax. Economy and business class are not affected by the change, leaving only a couple of F class pax that might have booked at this stage. And out of them I don't know how many would have booked a non-changeable onward connection to other Euro ports.

 

[Cruiser Elite]

MEL you of all people understand people who book and pay for F expect F - few would accept downgrade to J. Would SQ accomodate comm pax via an alt port FOC? Probably yes - onward flts to original final dest? Should also be FOC.

I am still staggered by SQ apparent lack of planning - they are normally so proactive. As for gmoh's extra pts required - I am flabbergasted. I did post here months ago the story of SQ refunding me 78K pts for a mistake they made - requiring conformed tix holder to ante up more pts and funds for a re-route that SQ have forced on gmoh's due soley by withdrawal of originally offered and ticketed product just has me scratching my head.

 

[get me outta here]

I would appreciative a PM if anyone has a contact name and details for someone high up in SQ management. I will be as discrete as you require.

 

[Cruiser Elite]

You have been as high as I can get you gmoh.

 

[MEL_Traveller]

MEL you of all people understand people who book and pay for F expect F - few would accept downgrade to J. Would SQ accomodate comm pax via an alt port FOC? Probably yes - onward flts to original final dest? Should also be FOC.

I am still staggered by SQ apparent lack of planning - they are normally so proactive. As for gmoh's extra pts required - I am flabbergasted. I did post here months ago the story of SQ refunding me 78K pts for a mistake they made - requiring conformed tix holder to ante up more pts and funds for a re-route that SQ have forced on gmoh's due soley by withdrawal of originally offered and ticketed product just has me scratching my head.

The issue here is that it is a separate ticket.

It is not realistic or practical to make airlines responsible for passengers on separate airlines, with separate connecting tickets, for a schedule change months in advance.

EU261 doesn't recognise this as requiring protection, nor does the US DOT. It's generally accepted if you want protection you need to buy a single ticket.

GMOH's destination as far as SQ is concerned is AMS. SQ will fly the passenger to AMS in Fcl, via FRA or LHR, with a slightly later (three hours) arrival time. They have discharged their responsibility. If OSL had been included on the original ticket - no problems. A re-route via FRA or LHR would have been warranted.

I would however have expected SQ to protect AMS terminating passengers to either LHR or FRA free of charge, without collecting additional mileage. From there passengers can buy a cheap connecting ticket if necessary.

For commercial passengers it would almost certainly be a non-issue. Fares are pretty much common rated to most of Europe, so you would have probably purchased the ticket to OSL to begin with, and any re-route would have likely attracted a negligible fare difference. The Fcl fare to AMS is in the $13200 range.

 

[get me outta here]

Fair enough. I'd be happy to concentrate on getting the extra miles returned that they charged.

The issue here is that it is a separate ticket.

It is not realistic or practical to make airlines responsible for passengers on separate airlines, with separate connecting tickets, for a schedule change months in advance.

EU261 doesn't recognise this as requiring protection, nor does the US DOT. It's generally accepted if you want protection you need to buy a single ticket.

GMOH's destination as far as SQ is concerned is AMS. SQ will fly the passenger to AMS in Fcl, via FRA or LHR, with a slightly later (three hours) arrival time. They have discharged their responsibility. If OSL had been included on the original ticket - no problems. A re-route via FRA or LHR would have been warranted.

I would however have expected SQ to protect AMS terminating passengers to either LHR or FRA free of charge, without collecting additional mileage. From there passengers can buy a cheap connecting ticket if necessary.

For commercial passengers it would almost certainly be a non-issue. Fares are pretty much common rated to most of Europe, so you would have probably purchased the ticket to OSL to begin with, and any re-route would have likely attracted a negligible fare difference. The Fcl fare to AMS is in the $13200 range.

 

[Cruiser Elite]

Pretty well exactly what I was getting at MEL - flt to OSL never would, could or should be an issue - total non issue IMO.

The real issue is SQ's apparent lack action in accomodating confirmed pax. Maybe they were going to - maybe gmoh beat them to the punch - but I would have expected SQ to act as soon as the equip change was confirmed - that part I will find out at some point in time - but extra miles and taxes - nah not acceptable.

MEL - high 5 - we agree!

 

[MEL_Traveller]

Fair enough. I'd be happy to concentrate on getting the extra miles returned that they charged.

Had you only flown as far as LHR or FRA, I can't see how SQ would realistically have been able to charge you extra. They would hve had to have routed you via one of those ports anyway.

But from what I understand, your ticket is now to OSL and includes the LHR-OSL sector on your ticket?

That's an entirely new contract (and fare) that you have entered into. So the extra points seems reasonable.

 

[get me outta here]

I can accept that rationally, but none of this was self induced, it was only necessary because the grapevine told me that there was a change necessary. Preferably SQ would have contacted me first and discussed it and we could have worked out a response. They would have made me feel as if they were proactive giving the few existing F travellers priority.

They told me me that the extra points were because LHR cost that many more than AMS.

Had you only flown as far as LHR or FRA, I can't see how SQ would realistically have been able to charge you extra. They would hve had to have routed you via one of those ports anyway.

But from what I understand, your ticket is now to OSL and includes the LHR-OSL sector on your ticket?

That's an entirely new contract (and fare) that you have entered into. So the extra points seems reasonable.

 

[MEL_Traveller]

I can accept that rationally, but none of this was self induced, it was only necessary because the grapevine told me that there was a change necessary. Preferably SQ would have contacted me first and discussed it and we could have worked out a response. They would have made me feel as if they were proactive giving the few existing F travellers priority.

They told me me that the extra points were because LHR cost that many more than AMS.

Is this a one way or return?

AMS is (before 15% discount) 117500
LHR is (before discount) 132500

There isn't a 26,000 mile difference so I'm intrigued to find out how they have calculated that. On a round-trip basis the difference in points would be 25500 points.

Maybe SQ hasn't got around to working out a strategy to handle rebookings due to the aircraft change. That would explain why you had some difficulty.

I would expect official policy to allow re-routing via another SQ service in F. At least to your original destination (AMS). But since that has to be via LHR or FRA, I can't see why they would charge you any extra.

Perhaps once SQ formalises its policy they may readjust your points. But they'll probably want payment for the OSL add-on.

 

[get me outta here]

It is a one way booking. The precise points extra they required was 27,500 and SIN119.40. Seems like I paid for all the extras of LHR and OSL with no compensation, including refusal to rebate SIN40. I can't figure it out. Yes, I think as I was keen to sort it out quickly, they maybe didn't have a strategy.

They had sent me a message saying my flight had changed at the same time as a 15 minute departure change came ouu. The message said they would phone me, but after a few days there was no phone call. Then, when I looked at my booking, the SIN AMS had disappeared. That's when I started this saga. Pity they didn't call me around the time they first said they would.

Is this a one way or return?

AMS is (before 15% discount) 117500
LHR is (before discount) 132500

There isn't a 26,000 mile difference so I'm intrigued to find out how they have calculated that. On a round-trip basis the difference in points would be 25500 points.

Maybe SQ hasn't got around to working out a strategy to handle rebookings due to the aircraft change. That would explain why you had some difficulty.

I would expect official policy to allow re-routing via another SQ service in F. At least to your original destination (AMS). But since that has to be via LHR or FRA, I can't see why they would charge you any extra.

Perhaps once SQ formalises its policy they may readjust your points. But they'll probably want payment for the OSL add-on.

 

[MEL_Traveller]

It is a one way booking. The precise points extra they required was 27,500 and SIN119.40. Seems like I paid for all the extras of LHR and OSL with no compensation, including refusal to rebate SIN40. I can't figure it out. Yes, I think as I was keen to sort it out quickly, they maybe didn't have a strategy.

They had sent me a message saying my flight had changed at the same time as a 15 minute departure change came ouu. The message said they would phone me, but after a few days there was no phone call. Then, when I looked at my booking, the SIN AMS had disappeared. That's when I started this saga. Pity they didn't call me around the time they first said they would.

Ok - if it's a one-way booking you need to find out how they have calculated the cost of the ticket. Even if they took away the 15% discount - it still doesn't seem to come anywhere near the 26,000 mile difference.

Once we know the fare calculation it makes claiming the difference back easier.

Alternatively, you could ask to be routed back to AMS (via LHR/FRA) for the original amount of miles, and then purchase a ticket AMS-OSL. Can your original AMS-OSL not be changed, even with fee?

 

[get me outta here]

Yes, the AMS-OSL time can be changed, have not checked any fare difference so far, I'll have a look at that. If it turns out to be similar to the fare SQ just charged me, that wipes that out, and then I'm just left with the points fine which would be good to get back. The block for me now is that I just do not want to get back on the phone to SQ on hold for so long (I only just discovered the 1300 ph no as the 2 hour on hold was long distance). How can I find out the fare break down/charges unless I call them.

 

[Cruiser Elite]

The block for me now is that I just do not want to get back on the phone to SQ on hold for so long (I only just discovered the 1300 ph no as the 2 hour on hold was long distance). How can I find out the fare break down/charges unless I call them.

Anybody wanting to speak to SQ/KF this is the only number to use - 02 8228 1188 - it's a Sydney number. ghoh your full breakdown of Payment - both KF points and $ charges can be found on your eticket just like these costs for MEL-PEK March 2016:

 

[MEL_Traveller]

Yes, the AMS-OSL time can be changed, have not checked any fare difference so far, I'll have a look at that. If it turns out to be similar to the fare SQ just charged me, that wipes that out, and then I'm just left with the points fine which would be good to get back. The block for me now is that I just do not want to get back on the phone to SQ on hold for so long (I only just discovered the 1300 ph no as the 2 hour on hold was long distance). How can I find out the fare break down/charges unless I call them.

SQ had various options to re-route you to AMS in Fcl. Either through FRA or LHR. I would be pushing for one of those if you can get the AMS-OSL changed for a reasonable fee.

That should put you back to your original miles cost (117500 less 15% discount).

 

[get me outta here]

Cruiser, for the SYD-SIN-LHR, I got nothing, but they sent the SYD-SIN-AMS figures:

0.00 AUD
Tax: SG AUD 3.00
AU AUD 55.00
WY AUD 28.24
OO AUD 3.00
YR AUD 25.00
YQ AUD 402.30
Total: AUD 516.54
FFRSQ8810517427-M99875*AForm of Payment 1: 050IRQN0998IRU Certificate:
CCAX 516.54 AUDForm of Payment 2: Restrictions: AGTNULL



This is all I got for the LHR- OSL:

0.00 SGD
Tax: GB SGD 55.60
UB SGD 63.80
Total: SGD 119.40
FFRSQ8810517427-M27500*AForm of Payment 1: 055AM2N0275IRU Certificate:
CCAX 119.40 SGDForm of Payment 2: Restrictions: KF AWD TKT CONDITION APPLY

Yes, that phone number is long distance outside SYD isnt it?

 

[burmans]

The message said they would phone me, but after a few days there was no phone call. Then, when I looked at my booking, the SIN AMS had disappeared. That's when I started this saga. Pity they didn't call me around the time they first said they would.

I've had this a couple of times now with SQ, have received an email or in looking at a booking get the message that a flight has changed and they will call me. And then I wait, and I wait, and I wait. Fortunately it has never been urgent but in all cases I have ended up calling them before I have received a call.

Given SQ service is usually great I can't understand these examples when its at the end of the scale. Is it just some scenarios they just aren't sure how to handle so they just do nothing?

 

[Plutonus]

I have never received a call about any of my ~15 minute schedule changes, even though the message says I will. Maybe they assume because it's such a minor change I won't mind, and they're correct.

 

[get me outta here]

I look forward to hearing a report from someone who in this scenario for the aircraft change did wait and wait and wait, to see what they were offered and how it was handled.

I've had this a couple of times now with SQ, have received an email or in looking at a booking get the message that a flight has changed and they will call me. And then I wait, and I wait, and I wait. Fortunately it has never been urgent but in all cases I have ended up calling them before I have received a call.

Given SQ service is usually great I can't understand these examples when its at the end of the scale. Is it just some scenarios they just aren't sure how to handle so they just do nothing?