SQ Removed My Award Ticket on the Discontinued ICN-LAX Route
Jul 26, 2018, 8:49 pm
#31
Join Date: Sep 2000
Location: LAX
Programs: UA 1K MM, AS MVPG, SPG PLAT 100
Posts: 1,497
@elleana, they put me on ICN-SIN, SIN-LAX.
Jul 27, 2018, 11:39 am
#32
Original Poster
Join Date: Feb 2012
Posts: 60
I am aware this is Flyertalk but that's about 12 (plus or minus) hours of extra flying with no mileage accrual. I wouldn't have accepted that. I would have insisted that they get me to NRT on their dime whether there is availability or not and then on their own metal from NRT onwards to USA.
Jul 28, 2018, 11:32 pm
#33
Join Date: Mar 2006
Location: ICN / 평택
Programs: AA, DL Gold, UA Gold, HHonors Gold
Posts: 8,714
Forgive me for what may be a silly question, but I'm flying on SQ 7/8 this November from ICN-LAX and return. I just rechecked my itinerary on SQ's website and it is still confirmed on those flights. Are you saying that those flights no longer exist, and if so, why wouldn't my itinerary reflect it?
Jul 29, 2018, 12:37 pm
#34
Join Date: Feb 2015
Posts: 11
Forgive me for what may be a silly question, but I'm flying on SQ 7/8 this November from ICN-LAX and return. I just rechecked my itinerary on SQ's website and it is still confirmed on those flights. Are you saying that those flights no longer exist, and if so, why wouldn't my itinerary reflect it?
Jul 29, 2018, 1:32 pm
#35
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,413
They can, but that's typically done only as a last resort, when there are no reasonable *A options available and they would have to buy you a paid ticket on a non-partner. Given the number of alternative *A options from ICN-LAX, that would be quite extreme of them here.
Jul 29, 2018, 9:39 pm
#36
Join Date: Jul 2014
Location: Singapore
Programs: SQ KF Gold, HHonors Gold, SPG Plat
Posts: 300
@elleana, they put me on ICN-SIN, SIN-LAX. I asked about alternate flights as suggested by others, ie. ICN-LAX on Asiana or ICN-NRT on partner then NRT-LAX on SQ, but one of the agents said it would be tough because they don't have control over the partner airline's availability. It's going to be a long flight, but at least it's on SQ Business. 
Yes, I learned that SQ agents do not have much power. I also learned that the only agents that can truly help escalate and follow up are the ones in the local Singapore office. The other agents in the central call center is just a waste of time. So, I just hang up when I don't hear that signature "Singlish" from the other end.
I ended up having to call the Krisflyer office in Singapore directly to get a local Singapore agent who can truly help. The local Singapore agents are patient and courteous in explaining the escalation process. It's not their fault that the system is set up as such. But I did mention that I prefer to resolve this directly with SQ, but if I don't get a response, I will have no choice but to file a complaint with the US Department of Transportation that also oversees airlines flying in and out of US. Shortly after that phone call, I got a confirmation email that my reservation was rebooked and confirmed.
Yes, I learned that SQ agents do not have much power. I also learned that the only agents that can truly help escalate and follow up are the ones in the local Singapore office. The other agents in the central call center is just a waste of time. So, I just hang up when I don't hear that signature "Singlish" from the other end.
I ended up having to call the Krisflyer office in Singapore directly to get a local Singapore agent who can truly help. The local Singapore agents are patient and courteous in explaining the escalation process. It's not their fault that the system is set up as such. But I did mention that I prefer to resolve this directly with SQ, but if I don't get a response, I will have no choice but to file a complaint with the US Department of Transportation that also oversees airlines flying in and out of US. Shortly after that phone call, I got a confirmation email that my reservation was rebooked and confirmed.
Jul 30, 2018, 1:31 am
#37
Join Date: Sep 2005
Programs: Lifetime *G (MP), Lifetime PE (Bonvoy)
Posts: 1,465
Is there any way online via self service to see what the expiry was of the points used in a redemption booking? If I cancel how do I know I'm not going to lose any points I have used for that booking because they have expired in the interim? Or can I do a one-off extension at the same time? I've emailed the KF service centre to ask if they can give me the answer for a specific booking but no response after 48 hours
Aug 9, 2018, 2:52 pm
#38
Original Poster
Join Date: Feb 2012
Posts: 60
Call the Krisflyer office in Singapore and ask the rep to officially open up up an inquiry "Task" for you. According to what I found out, once they open this "task", it will remain open and under their care until the "task" is closed with the customer. Hope this helps.
Only speak with the Singapore KF reps. If you call the general customer service number, sometimes you get routed to other call centers that are of no help. Don't waste your time. Either call the Singapore office directly or hang up if you get routed to a call center.
Only speak with the Singapore KF reps. If you call the general customer service number, sometimes you get routed to other call centers that are of no help. Don't waste your time. Either call the Singapore office directly or hang up if you get routed to a call center.
Aug 9, 2018, 2:53 pm
#39
Original Poster
Join Date: Feb 2012
Posts: 60
Unfortunately, I am not in Singapore.
