Singapore Airlines KrisFlyer - dreadful CS

A friend of mine has 500k SQ points that he wants to burn. Today, I tried to help him do so:

1) 2X20 minutes on hold with their Beijing office -- call dropped both times
2) 1.5 hours on hold with their US office -- they talked to me, but asked me to send them an email
3) email sent, but no response at all after 20 hours

(During my hold times, they constantly told me that they are the best airline in world; if they really believe this, they should staff enough people to talk to their customers in a timely manner.)

A friend of mine has 500k SQ points that he wants to burn. Today, I tried to help him do so:

1) 2X20 minutes on hold with their Beijing office -- call dropped both times
2) 1.5 hours on hold with their US office -- they talked to me, but asked me to send them an email
3) email sent, but no response at all after 20 hours

(During my hold times, they constantly told me that they are the best airline in world; if they really believe this, they should staff enough people to talk to their customers in a timely manner.)

Online is better with 15% discount??

Online is better with 15% discount??

I thought about this option, but I didn't want to bother him in order to get his username/password. I was just hoping to get a rough idea of their pricing over the phone in order to advise him whether to use his UA miles (which appear to be considerably more valuable on the surface) or try use his SQ miles instead. He just wants to fly SFO-PEK-SFO, and availability is good.

Slightly off topic, what do you guys think is the best use of SQ miles? Are there any sweet spots in the program?

2) 1.5 hours on hold with their US office -- they talked to me, but asked me to send them an email

Which US office? There are several. I have a great agent in the SFO office. PM me if you'd like her contact info.

Which US office? There are several. I have a great agent in the SFO office. PM me if you'd like her contact info.

I just called the generic toll free number, and selected the PPS option.

Thanks for your kind offer, but I'd rather deal with there people in Beijing --assuming I can reach them -- because we are in the same time zone.

I actually might not need to talk to any of them if you guys can help me out with some basic questions to which I was unable to find answers to here or on sq's website.

1) How many miles does it cost to fly from the US to North Asia in both C and F? There is almost zero chance that my friend would accept a connection in SIN, but HKG is a possibility. If he availed of this, would it be considered a different zone?

2) Would he have to pay a premium to ride on SQ's 77W v. UA's nonstop?

3) Are one way awards half the price of round trip awards?

4) What are their taxes/fees like?

5) Tell me more about this 15% online discount deal.
-Does it apply to partner flights? As much as I dislike United, my friend doesn't mind them, and he would appreciate the 8+ hours saved.

I generally enjoy finding the answers to questions like these on my own, but my experience on SQ's website was rather frustrating (similar to ba.com, but I've gotten to know the latter because I use it on a weekly basis).

Thanks in advance for your advice.

Aehm how about just calling the SIN reservation number? It will likely go to India call center and the agents are soso at best, but holds should be much shorter.

Aehm how about just calling the SIN reservation number? It will likely go to India call center and the agents are soso at best, but holds should be much shorter.

When I called the US number, I'm pretty sure I was routed to India. Those people were unable to answer any of the questions I posted upthread.

The answers to most of your questions can be found on the Krisflyer website (http://www.singaporeair.com/en_UK/ppsclub-krisflyer/RedeemMiles_overview/), and the award charts that are downloadable from the site. There are good tables that show redemption rates (and you can see availability on SQ services, not UA services). One ways awards can be booked (at 50% of return).

As far as zones go, China and Korea are in same zone, so a routing SFO-ICN-PEK would be without doubt OK. (SQ flight SFO-ICN). Not sure about via HKG.

I just called the generic toll free number, and selected the PPS option.

Thanks for your kind offer, but I'd rather deal with there people in Beijing --assuming I can reach them -- because we are in the same time zone.

I actually might not need to talk to any of them if you guys can help me out with some basic questions to which I was unable to find answers to here or on sq's website.

1) How many miles does it cost to fly from the US to North Asia in both C and F? There is almost zero chance that my friend would accept a connection in SIN, but HKG is a possibility. If he availed of this, would it be considered a different zone?

2) Would he have to pay a premium to ride on SQ's 77W v. UA's nonstop?

3) Are one way awards half the price of round trip awards?

4) What are their taxes/fees like?

5) Tell me more about this 15% online discount deal.
-Does it apply to partner flights? As much as I dislike United, my friend doesn't mind them, and he would appreciate the 8+ hours saved.

I generally enjoy finding the answers to questions like these on my own, but my experience on SQ's website was rather frustrating (similar to ba.com, but I've gotten to know the latter because I use it on a weekly basis).

Thanks in advance for your advice.

Do you speak Mandarin / chinese?

Call the SINGAPORE number at +65 6789 8188 ( same timezone as PEK ). And select Mandarin. You will get through 99% of the time in less than 5mins.

If your friend just want SFO-PEK-SFO, then just book UA for him. Seeing that he will be spending Krisflyer miles, taxes/YQ will be on the high side.

No need to pay premium for SQ's 77W, and in fact you will save 15% of the miles needed for Krisflyer miles for SQ flights when booking online. But definitely need to transit SIN ie SFO-HKG-SIN-PEK-SIN-HKG-SFO , if booking on Krisflyer website.

SQ website currently down so you need to call in to check the YQ+ taxes.
195.5K miles for C, 267.75K miles for F. YQ + taxes should be same for C and F. But note some of the flights has no F cabin.

This is the approx YQ and taxes & Fees for SFO-SIN-PEK-SIN-SFO in FJ

SQ YQ surcharge (YQ) $936.00 F // $836.00 J
SQ YQ surcharge (YQ) $20.00
US International Departure Tax (US) $16.70
US September 11th Security Fee (AY) $2.50
US Passenger Facility Charge (XF) $4.50
Singapore Passenger Service Charge (SG) $14.20
Singapore Passenger Security Service Charge (OO) $4.80
USDA APHIS Fee (XA) $5.00
US Immigration Fee (XY) $7.00
US Customs Fee (YC) $5.50
US International Arrival Tax (US) $16.70
People's Republic of China Airport Fee (CN) $14.10

I...
1) How many miles does it cost to fly from the US to North Asia in both C and F? There is almost zero chance that my friend would accept a connection in SIN, but HKG is a possibility. If he availed of this, would it be considered a different zone?

....



This is the approx YQ and taxes & Fees for SFO-SIN-PEK-SIN-SFO in FJ

SQ YQ surcharge (YQ) $936.00 F // $836.00 J
SQ YQ surcharge (YQ) $20.00
US International Departure Tax (US) $16.70
US September 11th Security Fee (AY) $2.50
US Passenger Facility Charge (XF) $4.50
Singapore Passenger Service Charge (SG) $14.20
Singapore Passenger Security Service Charge (OO) $4.80
USDA APHIS Fee (XA) $5.00
US Immigration Fee (XY) $7.00
US Customs Fee (YC) $5.50
US International Arrival Tax (US) $16.70
People's Republic of China Airport Fee (CN) $14.10

OP has already indicated that his friend "...is almost zero chance that my friend would accept a connection in SIN, but HKG is a possibility." and yet you still sent him to SIN?

A good choice would be SFO-HKG-PEK (on CA) and back...

A good choice would be SFO-HKG-PEK (on CA) and back...

or SFO-ICN-PEK which is about 2000miles shorter. (OZ/SQ/UA->OZ/CA)

When I called SQ CS in Singapore regarding KF redemptions, I remembered that it was a Singaporean who talked to me and they were helpful in my experience.

You can't avoid the YQ when redeeming SQ miles and like someone else mentioned, the best value is found in J or F Saver redemptions.