Originally Posted by
milehighclubnz
I'm quite surprised that SQ chose to ignore the OP instead of giving some compensation to close the case, even they didn't really want to do it but did it out of goodwill (UA does that rather well I think..). Having to go to the court for a single passenger/ticket, from a corporate perspective, isn't that smart/economical is it?
That's not at all what happened, though. SQ didn't ignore anyone. The OP was offered a reroute on his intended day of travel on JFK-SIN in economy class because (and let's re-emphasize) executive economy no longer exists on EWR-SIN on that day. Unless you consider the IMHO ridiculous request for business class as reasonable, there really isn't any other outcome possible. Especially for an award paid with a partner's miles, SQ was actually quite reasonable here. If you search the UA forum, you'll find plenty of cases where UA and/or partners essentially told customers in similar situations "tough luck, you'll have to find award space on alternate days - and if it's not available, sorry."
Once again: Capacity controlled partner award. Equipment no longer offers the class of service the partner desires. Alternate routing with product that requires the same amount of miles (ie, same price) offered. Unreasonable? Not at all.
And finally - since it's been conveniently "overlooked" a few times:
Para. 2. Cancellation, Changes of Schedule, etc.
(a) If Carrier cancels, terminates, diverts, postpones or delays a flight, substitutes a different type of aircraft or different class of service, is unable to provide previously confirmed space, fails to stop at a passenger's stopover or destination point, or causes the passenger to miss a connecting flight on which he holds a reservation, Carrier shall, with due consideration to the passenger's reasonable interests, either:
carry the passenger on another of its scheduled passenger services on which space is available; or
re-route the passenger to the destination indicated on the ticket or applicable portion thereof by its own scheduled services or the scheduled services of another carrier, or by means of surface transportation. If the sum of the fare, excess baggage charge and any applicable service charge for the revised routing is higher than the refund value of the ticket or applicable portion thereof, Carrier shall require no additional fare or charge from the passenger, and shall refund the difference if the fare and charges for the revised routing are lower; or
make a refund in accordance with the provisions of Article 11 Paragraph 3.
(b) When circumstances so require, Carrier may without notice cancel, terminate, divert, postpone or delay any flight, substitute a different type of aircraft, or omit a stopover or destination point. In any of these events, Carrier shall carry, re-route or make a refund in accordance with the preceding Subparagraph (a) and shall be under no further liability to the passenger.