Originally Posted by onlySIA

Certainly don't expect them to respond in 24-48 hours. I had a redemption booking cancelled two months ago due to an equipment change (new plane doesn't have F), still haven't been offered an alternative. I phoned about 6 weeks ago and was told it would have to be escalated, haven't heard anything since. And I emailed three months ago about a problem with their rewards, haven't heard anything there either.