Singapore is suspected to be misleading customers
Nov 5, 2018, 8:16 pm
#18
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
SQ's website is extremely misleading in its terms and conditions. I have booked many flights directly on the website and selected fares that state Complimentary Changes and when trying to change I have been asked to pay a $100 change fee. The whole point of my buying the higher fare was the fact that changes were free.
I always keep a screenshot of the fare rules and use that when they say a fee applies. Even the documentation they email you shows $0 change fees. My last time in Singapore I finally found an airport agent who admitted that their website does not sync with the filed fare rules and that this is not an isolated case. I suspect the same applies to Upgrade requirements on their website.
I always keep a screenshot of the fare rules and use that when they say a fee applies. Even the documentation they email you shows $0 change fees. My last time in Singapore I finally found an airport agent who admitted that their website does not sync with the filed fare rules and that this is not an isolated case. I suspect the same applies to Upgrade requirements on their website.
many people got confused, and assume the later means free change
Nov 5, 2018, 8:18 pm
#19
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
the issue is there are flights that one class upgrade means eco to biz
Nov 5, 2018, 8:24 pm
#20
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
think about it from a lay person's perspective who aint know anything about the upgrade game, they could be justified in feeling mislead given their website in the booking phase did try to "helpfully" but in the miles neede for upgrade, but ended up giving extraneous info (ie the Y to J) upgrade. you could reasonably believe that such am upgrade would be allowed. however, not sure if its like the law "ignorance of the T&C is no excuse" .
unfortunately, whats done is done.
is there a non-PE flight available on the SIN-PEK route? perhaps try to move into that, THEN apply for upgrade.
otherwise, maybe cancel the ticket and try to redeem a straight business saver upgrade?
edit: the more I think about it i think OP may have a prima facie case to argue misleading conduct. the fact is on the booking screen it lists Y to J upgrade miles - OP could have a reasonable basis to rely (and believe) it could be done. note again it would have been simple to but a plain text asterix * that says one class only allowed.
now upgrades though are at the discretion of SQ though - can SQ just apply an arbitrary rule and deny OP the upgrade?
unfortunately, whats done is done.
is there a non-PE flight available on the SIN-PEK route? perhaps try to move into that, THEN apply for upgrade.
otherwise, maybe cancel the ticket and try to redeem a straight business saver upgrade?
edit: the more I think about it i think OP may have a prima facie case to argue misleading conduct. the fact is on the booking screen it lists Y to J upgrade miles - OP could have a reasonable basis to rely (and believe) it could be done. note again it would have been simple to but a plain text asterix * that says one class only allowed.
now upgrades though are at the discretion of SQ though - can SQ just apply an arbitrary rule and deny OP the upgrade?
why not book pe and upgrade to biz?
Nov 6, 2018, 9:39 pm
#22
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
I do not now for SQ, but in some airlines, upgrade normally "easier" to secure.
Nov 10, 2018, 6:22 am
#23
Join Date: Feb 1999
Location: Washington DC
Programs: UA GS, DL Silver, EK Gold, Marriott Plat, HH Diamond
Posts: 798
Definitely free change - clearly written as "Complimentary" on the E-ticket document I received. After sending it to their reservations center they acknowledged that the document states Complimentary and that there is an issue with their systems.
Nov 10, 2018, 9:59 am
#24
Join Date: Aug 2012
Posts: 6,752
In my experience, it's not only their systems, but SQ has got to have some of the dumbest non-flight staff in the entire industry. Absolutely believable they have no clue your tix allows for the change, and insist it doesn't, though it obviously does. I booked a flight once, from NA - Asia, on SQ, and cancelled 10 hours later, because of a change in plans. Called SQ to cancel per US 24 hour rule, and they insisted I was pass 24 hours, not realizing there was a time difference. I assured the person that I even have a email time stamped with my receipt showing I'm well within 24 hours; but, to no avail--person insisted I'm pass the 24 hour rule (either didn't care, didn't understand the time difference, or just thick as a brick), and will not cancel absent the fee.
Nov 10, 2018, 10:49 am
#25
Join Date: Dec 2008
Location: PHL, NYC, DC
Posts: 9,708
To OPs point if there is the term 'Upgrade to one class only basis' why does the screen show 'Upgrade from Economy to Business' as an option for 33-65k points as well?
Is it really that hard for SQ to have different hover statements reflecting to the type of plane used/fare products offered for specific flights?
Looking at it amaturishly from a customer standpoint, the conflicting statements creates confusion.
Is it really that hard for SQ to have different hover statements reflecting to the type of plane used/fare products offered for specific flights?
Looking at it amaturishly from a customer standpoint, the conflicting statements creates confusion.
Nov 10, 2018, 12:22 pm
#26
FlyerTalk Evangelist
Join Date: May 2006
Location: TUN
Programs: TK E+
Posts: 11,230
I agree with you.
"Saver upgrade from Economy Standard to Business: 33000 miles required" says it all.
You have to add 33 000 miles to your economy ticket to access a Business seat
it's TOTALLY misleading !
"Saver upgrade from Economy Standard to Business: 33000 miles required" says it all.
You have to add 33 000 miles to your economy ticket to access a Business seat
it's TOTALLY misleading !
Nov 10, 2018, 2:22 pm
#27
Join Date: Jul 2005
Posts: 798
I also agree its very misleading. the average consumer, and even FTers like myself who haven't had this specific situation, would be mislead into thinking its 22K miles to upgrade from Y -> PEY and 33K miles to upgrade from Y -> J. Its kind of logical, more miles to upgrade to the higher class.
If the airline booking page shows this info, then there is no reasonable assumption that I would still need to take my magnifying glass out and examine the fine print from the KrisFlyer upgrade chart.
If the airline booking page shows this info, then there is no reasonable assumption that I would still need to take my magnifying glass out and examine the fine print from the KrisFlyer upgrade chart.