I booked an award ticket JFK-FRA-IST with KF in Business class. JFK-FRA with SQ and FRA-IST with TK. It was 88k miles and USD $125.10
See below:
So yesterday I canceled the ticket. And paid USD $75 fee.
Just 10 min ago SQ's rep is calling me and telling me that I will get back miles + fees I paid, but
not the Surcharge/Payment Transaction Fee Transportation Tax (Domestic/International) of $21.10 that according to her is 'US taxes and non refundable'.
I politely told her that this is first time I am hearing about this, in past all my fees and taxes have been refunded back and I need a written explanation where it is shown that I won't get it back.
She said 'just a moment sir, I will put you on hold' and now I am on hold for >15 min.
Anyone else has seen this?
P.S. She came back and tells me this policy that the Conditions of carriage -
https://www.singaporeair.com/en_UK/g...ions-carriage/
'
Para. 5. Taxes and Charges.
Any tax or charge imposed by governmental, municipal or other authorities, or by the operator of an airport, in respect of a Passenger or the use by a Passenger of any services or facilities will be in addition to the published Fares and charges and shall be payable by the Passenger, except as otherwise provided in these Conditions and/or Carrier's Regulations.
For Fares marketed to U.S. Passengers, all taxes and fees are included in the published Fares. A Passenger may also be required to pay taxes, fees and charges applicable to the Passenger’s journey and not collected by the carrier, including but not limited to, entry or departure taxes.
And then she continued that 'according to article 5 passenger needs to pay taxes'.
I tried to reason her that a) there was no flight/departure so there is nothing to be collected and b) that they
already collected this fee when charged $125 to my card and asked her to transfer to the supervisor. The said that the 'supervisor is not available and he would tell you the same'.
At that point I told her that all further conversation will be in writing, and I will need her and supervisor's full name, employee number, and email addresses because I am going to bring this matter to US and Singapore regulators. Then I hang up.
Any advice how to move forward
properly?