Originally Posted by dalameda

I don't want to start a new thread for this, but hopefully I can get some advice here. I had a trip from SFO to Nepal booked for my family of 6. Flights over were on points, and flights back were a mix of points and cash (points from KTM to SIN, cash from SIN to SFO). We decided to cancel after the political uprising and the avoid travel advisory from the Embassy was issued - we were taking young kids along, and didn't want to take a risk. Singapore Air cancelled the flights booked on points, and refunded all my points. Initially, when I contacted them about requesting a refund for the cash flights, I sent in all the booking information, along with a copy of the Embassy alert. A Customer Service Executive named A____ responded by email: Considering "the political situation in Nepal and the travel advisory issued by the US State Department, we will assist with a full refund for these bookings as a one-time exception." A different Customer Service Executive, D____ followed up with this email: "Please note that we have waive cancelation fees for both the booking as a one-time goodwill gesture, and full refund will be processed due to political instability in Nepal.". At that time, they cancelled my booking.

After waiting a few weeks with no further indication the refund had been proceed, I wrote back, again sending all the documents, and another Customer Service Executive, P____, wrote back and said " as of now, we have not received any official advisory that would allow us to process a full refund for your booking" and they have stopped processing any refund.
Who should I reach out to to file a complaint about this? Would it be the US Dept of Transportation? A similar agency in Singapore? and/or are there people within Singapore Airlines I should contact. Any assistance is appreciated!