When 34-year-old passenger Sherie Low logged into her KrisFlyer account on April 15th, she discovered that most of her frequent flyer miles were gone — 76,000 out of 76,769 to be exact.
When she investigated further, she found that four redemptions had been made for Lufthansa flights between Mar 24 and 25 from Frankfurt, Germany to Saint Petersburg at 12,500 miles each under the names of four different individuals, all holding Russian passports.
All four had been added as nominees to her account on Mar 23, just a day before they started making redemptions.
Another 26,000 miles were converted to points for Virgin Australia’s Velocity frequent flyer program.
Ms. Low contacted the KrisFlyer hotline. A representative told her that they did not want to give her “false hope” that she would get her miles back and that they could not give her a timeline for the investigation.
So Ms. Low announced on Facebook that she would be looking to switch her loyalty to another airline and reached out to Channel NewsAsia with her story. Shortly after the Channel NewsAsia story was published, Singapore Airlines reached out to her to say that the miles that she lost were credited back to her account.
There is no word yet from Singapore Airlines on what, exactly, happened to Ms. Low’s miles. But they have released a statement suggesting that she’s not the only KrisFlyer member that this has happened to:
“Singapore Airlines can confirm that we received this complaint from our KrisFlyer member regarding the loss of her KrisFlyer miles. We are currently investigating this issue and we will be following up with the customer directly.
“Singapore Airlines is also aware that some KrisFlyer member accounts may have been compromised due to possible phishing. We are monitoring these accounts closely and will work with relevant authorities in their investigations, if required.
“We have also reached out to the affected members and advised them to take various measures to prevent further phishing. These include using stronger passwords, changing their passwords regularly, using a reliable anti-virus programme and logging in to their KrisFlyer accounts only via the official SIA website at www.singaporeair.com.”
In fact, other people have reached out on their website to say that they are missing un-refunded miles as well.
To read more of this story, go to Channel NewsAsia.