Awards no longer charged based on highest class of service? (or just the agent?)
#1
Original Poster
Join Date: Oct 2012
Posts: 101
Awards no longer charged based on highest class of service? (or just the agent?)
Trying to do an award booking from DVO-LHR.
DVO-SIN is on Silkair, so obviously no first class, planning to book on business class.
SIN-LHR on SQ first.
In the past I know the SQ's system will automatically default to charging each segment individually (so DVO-SIN Business mileages PLUS SIN-LHR first class mileage). But I've had success getting the agent to charge based on highest class flown (so DVO-LHR first class mileage).
I just spoke to an agent who told me this is not allowed. I gave her the booking reference of another booking I just ticketed in January, whereby it was allowed. I also quoted the terms and conditions of SQ's own award chart stating this is possible (the one including premium economy!) which I would presume has the most updated terms.
She told me the policy just changed a few days ago, and they would get the management to update the website.
Anyone has any idea if there really was a policy change, or just an uncooperative agent who did not want to check with others if this can be done?
DVO-SIN is on Silkair, so obviously no first class, planning to book on business class.
SIN-LHR on SQ first.
In the past I know the SQ's system will automatically default to charging each segment individually (so DVO-SIN Business mileages PLUS SIN-LHR first class mileage). But I've had success getting the agent to charge based on highest class flown (so DVO-LHR first class mileage).
I just spoke to an agent who told me this is not allowed. I gave her the booking reference of another booking I just ticketed in January, whereby it was allowed. I also quoted the terms and conditions of SQ's own award chart stating this is possible (the one including premium economy!) which I would presume has the most updated terms.
She told me the policy just changed a few days ago, and they would get the management to update the website.
Anyone has any idea if there really was a policy change, or just an uncooperative agent who did not want to check with others if this can be done?
#2
Join Date: Jul 2010
Location: Perth, Australia
Programs: KF & QFF
Posts: 77
Doubt they have changed the policy. I have done a few mixed class bookings & they seem to always do it as two redemptions unless you explain it to them which can be quite a pain (going back & forth with supervisor). Only once I have had customer service book it as one F redemption without having to ask. I just suggest keep calling, I'm sure you're bound to come across someone in CS who know what they are doing.
#4
Join Date: Aug 2014
Location: PER
Programs: Airlines - Only in the pointy end on points, Hilton Diamond
Posts: 284
I have found that as long as you say upfront that you are calling as want to book a mixed class redemption due to lack of F offered on one sector then they know what to do. You can also use this as an opportunity to confirm that you are eligible for the 15% discount as you cannot make this booking online.
I have had to do this a few times as there is no F offered out of PER.
You may however encounter an issue where they cannot book the J section as an F award due to lack of 'Quota' where the sectors will show individually but once one sector is confirmed by the agent the other sector changes to waitlist.
I have had to do this a few times as there is no F offered out of PER.
You may however encounter an issue where they cannot book the J section as an F award due to lack of 'Quota' where the sectors will show individually but once one sector is confirmed by the agent the other sector changes to waitlist.
#5
Original Poster
Join Date: Oct 2012
Posts: 101
Thanks for the replies! Just an update, called in for the second time (started a new booking for the same itinerary as the dates I wanted now show availability) and without me asking, the agent quoted the correct mileage that honored the 15% discount and charged the award based on highest class flown (rather than per sector).
Most efficient agent I've encountered for a long while. Whole process took 4 minutes!
Most efficient agent I've encountered for a long while. Whole process took 4 minutes!
#7
Join Date: May 2016
Location: SIN
Programs: SQ TPPS, QR Gold
Posts: 380
An award in F with two segments can often price cheaper than two awards (one in F and another in J), especially when the second segment ends in a destination in the same zone as that of the first.
#8
Join Date: Apr 2015
Location: Singapore
Programs: Krisflyer Gold, Starwood Gold, Hilton Gold
Posts: 444
Got it, thanks. I didn't realise a mixed class journey would be booked as two awards. Thanks!