SG Tickets cancelled without notice. Help!!!
#1
Original Poster
Join Date: Dec 2019
Posts: 10
SG Tickets cancelled without notice. Help!!!
Hello friends
I booked a ticket from the US to India using Travelgenio with Singapore airlines for last july. Due to personal reasons, I had to move the tickets to a different date in December. I called up the airlines and after few times back and forth between Travel Genio and Singapore airlines, I got the dates changed. I was told SQ took the ownership of the ticket and hence SQ was able to make the change. The booking was confirmed by the airlines and I received an e-ticket from Singapore airlines. The day before the travel, I called up Singapore airlines for confirmation and I came to know that the travel agent (Travel genio) canceled my tickets without any notice. Since I had to travel, I ended up booking another ticket with Emirates at a much higher cost (like 650$ more). I have been working with Travel genio customer representative and they are not refunding the full money on the ticket they canceled. The explanation from the Singapore airlines customer service is that the travel agent cancelled the ticket. The explanation from the Travel Genio customer service is that the change airlines made didn't synchronize with the Travel Genio system due to which TG still had the booking for July and I was a no-show on the flight. TG canceled the booking in September.
I wanted to get a complaint with Singapore Airlines and see if they could help me here. Do you know what is the best way to approach this issue?
Looking forward to your help.
I booked a ticket from the US to India using Travelgenio with Singapore airlines for last july. Due to personal reasons, I had to move the tickets to a different date in December. I called up the airlines and after few times back and forth between Travel Genio and Singapore airlines, I got the dates changed. I was told SQ took the ownership of the ticket and hence SQ was able to make the change. The booking was confirmed by the airlines and I received an e-ticket from Singapore airlines. The day before the travel, I called up Singapore airlines for confirmation and I came to know that the travel agent (Travel genio) canceled my tickets without any notice. Since I had to travel, I ended up booking another ticket with Emirates at a much higher cost (like 650$ more). I have been working with Travel genio customer representative and they are not refunding the full money on the ticket they canceled. The explanation from the Singapore airlines customer service is that the travel agent cancelled the ticket. The explanation from the Travel Genio customer service is that the change airlines made didn't synchronize with the Travel Genio system due to which TG still had the booking for July and I was a no-show on the flight. TG canceled the booking in September.
I wanted to get a complaint with Singapore Airlines and see if they could help me here. Do you know what is the best way to approach this issue?
Looking forward to your help.
Last edited by kpsreenath; Dec 26, 2019 at 5:49 am Reason: Wrong usage
#2
Join Date: Dec 2019
Posts: 5
Hello kpsreenath. We would like to help you with your booking. Please send us an e-mail to [email protected] so that one of our agents can contact you. Thank you, regards.
#4
Join Date: Oct 2015
Location: NT Australia
Programs: QF WP
Posts: 4,149
I think TG here is travel genio, I assume SG is actually SQ. But I could be wrong
#5
Join Date: Mar 2015
Programs: HH Diamond, GHA Titanium
Posts: 1,955
- How much are TG refunding you?
#6
Join Date: Oct 2016
Programs: Krisflyer
Posts: 582
Look at https://www.usa.gov/travel-complaint to see how to fix it. From the reviews I have seen online a lot of customers have had problems with this company. Having government support in your complaint will make life much easier.
#8
Join Date: Aug 2010
Location: Formerly Box 350, Boston Mass, Oh two one three four. Now near Beverly Hills 90210
Programs: Loyal Order of Water Buffalos
Posts: 3,913
Look at https://www.usa.gov/travel-complaint to see how to fix it. From the reviews I have seen online a lot of customers have had problems with this company. Having government support in your complaint will make life much easier.
#9
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
For the benefit of others, always book directly through the carrier or, if you must use a travel agent, use a well-known business with a physical office near you which comes highly recommended by people you know.
If you do make the initial mistake of booking through one of these vendors and you have your ticket taken over by the carrier, make it a point to contact the ticket vendor and make certain that they know that you have done so.
In this case, if you paid with a CC, initiate a chargeback. It may be too late, but many card issuers (banks) will permit up to a year. If yours is one of those, you may have a fairly easy chargeback. If you write, avoid abbreviations because the ones you have used appear to be wrong and that can be fatal to a chargeback.
If you do make the initial mistake of booking through one of these vendors and you have your ticket taken over by the carrier, make it a point to contact the ticket vendor and make certain that they know that you have done so.
In this case, if you paid with a CC, initiate a chargeback. It may be too late, but many card issuers (banks) will permit up to a year. If yours is one of those, you may have a fairly easy chargeback. If you write, avoid abbreviations because the ones you have used appear to be wrong and that can be fatal to a chargeback.
#11
Original Poster
Join Date: Dec 2019
Posts: 10
TG issued the tickets initially. When the dates were changed, I received the new ticket for Dec from Singapore airlines and the ticket number starts with 618
#13
Original Poster
Join Date: Dec 2019
Posts: 10
TG initially offered to give me $50 and now after talking to them , they offered 500$ refund for my 1200+ ticket.
#14
Join Date: Jul 2010
Posts: 189
Who calls up the airline the day before they travel?
Yes, you said you received the new Dec ticket from Singapore Airlines but you also admitted that Travelgenio cancelled the ticket in Sep, how can you continue to expect Singapore Airlines to hold a seat for you for your Dec flight?
You can only make the Travelgenio person who cancelled your Dec flight, be responsible for the problem you faced today. How is there any remote possibility that you can place a complaint with Singapore Airlines?
(Audio)
Yes, you said you received the new Dec ticket from Singapore Airlines but you also admitted that Travelgenio cancelled the ticket in Sep, how can you continue to expect Singapore Airlines to hold a seat for you for your Dec flight?
You can only make the Travelgenio person who cancelled your Dec flight, be responsible for the problem you faced today. How is there any remote possibility that you can place a complaint with Singapore Airlines?
(Audio)
#15
Join Date: Dec 2001
Location: BRU, SIN, PEK
Programs: SQ TPP, LH SEN
Posts: 3,235
Who calls up the airline the day before they travel?
Yes, you said you received the new Dec ticket from Singapore Airlines but you also admitted that Travelgenio cancelled the ticket in Sep, how can you continue to expect Singapore Airlines to hold a seat for you for your Dec flight?
You can only make the Travelgenio person who cancelled your Dec flight, be responsible for the problem you faced today. How is there any remote possibility that you can place a complaint with Singapore Airlines?
(Audio)
Yes, you said you received the new Dec ticket from Singapore Airlines but you also admitted that Travelgenio cancelled the ticket in Sep, how can you continue to expect Singapore Airlines to hold a seat for you for your Dec flight?
You can only make the Travelgenio person who cancelled your Dec flight, be responsible for the problem you faced today. How is there any remote possibility that you can place a complaint with Singapore Airlines?
(Audio)
But I agree - even though SQ 'owned' the ticket after the date change, Travelgenio was still the original issuer and their instruction to cancel the ticket overrode SQ's ownership. SQ would not challenge Travelgenio as the 'ownership' transfer only meant that they could from that date, make changes to the ticket directly. It did not however, revoke Travelgenio's control of the ticket. Something went sideways with your ticket if Travelgenio could claim that you were a noshow in their system for the Sept flight.