Delayed Redemption Flight
 

Thought I’d post an update on my current nightmare redemption scenario. Please let me know if inappropriate.

I’ve booked my redemption flight to Tokyo via M&B, to see the Sakura with friends. However due to the late booking, most availability was gone, and I had to book two flights:

• SIN-NGO via PVG (Economy)
  • SIN-PVG with SQ
  • PVG-NGO with CA
• NRT-SIN via SZX (Business)
  • NRT-SZX with ZH
  • SZX-SIN with SQ

What happened next was one of the most stressful experiences I’ve had travelling since.

1. SIN-NGO -
I had a 2 hour layover in PVG on the itinerary. When I arrived in Changi, I realised that the scheduled 2 hour transit in PVG may not be sufficient, as I would need to take out my luggage and check in there. This is on top of immigration and customs.

Luckily, the senior stewardess told me to speak to the ground staff in PVG and they got me processed express. Barely got on the connecting flight.

2. NRT-SIN -
I had a 4 hour layover, so I thought I could make it on time. However, ZH decided to delay the flight by 2hrs55mins “due to weather”. Which only afforded me 1 hour 10 mins, which is impossible to check in.

When I arrived at SZX, I was sent to the ground staff who tried to get me what I needed, (a) next flight out, and (b) accommodation for waiting. However, after negotiation with her manager, she only manager to get me accommodation for as long as I’m in Shenzhen.

I tried negotiating multiple times with Aegean, Shenzhen and even Singapore Airlines. But no one would take the responsibility for my final destination.

ZH feels that due to this being force majeure (incremental weather), they’re not obligated by Chinese law to provide compensation for the final destination. Moreover, as the booking was through A3, I should call A3 to rebook me on another flight.

A3 on the other hand told me to speak to ZH that it’s their responsibility to get me to my final destination. However, after multiple calls after trying to negotiate with ZH, the call center acquiesced but needed a manager to come online at 7am Greek time to do the changes. When I called back at 7am, the next person refused and said she’s already checked with the manager and that A3 does not have the responsibility.

SQ tried to change the flight on their end, but the system was locked to A3. Moreover their view is that either the booking agent, A3 or the party at fault, ZH should be rebooking me instead.

After battling for hours with this, I finally caved and booked a flight on SQ using my Krisflyer miles which is expiring in May anyway. I will then try to make an insurance claim and an Aegean refund.

Lesson learnt here, never fly with Chinese airline companies, as:

1. You’re not allowed to check through onto your final destination even on transit;
2. Their passenger protection laws do not protect you to the final destination if there is force majeure in place (which is most of the delays and cancellations I’ve been hearing so far);
3. If you’re booking through A3, they’ll wash their hands of the situation and force you to communicate with the Chinese airlines yourself. WeChat requires registration using an ID they recognise (didn’t work for me) or calling them via their phone line (my Skype didn’t work as their contact number is only 5 digits)

Unfortunately A3 is correct here, the responsibility always lies with the operating carrier. And also Chinese carriers are known for their notoriously bad operations.