SQ/Krisflyer Coronavirus waivers
Feb 26, 2020, 12:34 am
#136
Join Date: Apr 2009
Posts: 682
Except that I spoke to the TA, who was unable to do anything because SQ would not provide a waiver to even move it to June at no charge. They could not just refund the tickets because of the fare rules, and SQ was unwilling to do anything to allow them to do so. Based on my conversation with Chase Travel, if they could have done something I'm sure they would have, But I can't expect Chase to issue a refund on their own and have it come out of their pocket (although they would have been incredibly nice).
Last edited by MisterBill; Feb 27, 2020 at 12:54 am
Feb 26, 2020, 12:38 am
#137
Join Date: Apr 2009
Posts: 682
The real issue as I see it is that this isn't a one-off situation when I have a unique problem (although my exact situation is probably different than others). Other airlines are making exceptions to their fare rules and offering refunds when they would not normally do so.
Feb 26, 2020, 8:23 am
#138
Join Date: Oct 2004
Location: SVG
Posts: 1,172
Travel restrictions page updated now also to apply for flights in April.
https://www.singaporeair.com/en_UK/s...t/?id=is5rire4
Last updated on 25 February 2020, 2125hrs (GMT+8)
My bolding.
https://www.singaporeair.com/en_UK/s...t/?id=is5rire4
Last updated on 25 February 2020, 2125hrs (GMT+8)
(...)
Waiver Policy for Customers unable to travel due to Entry or Transit Restrictions
We will waive all cancellation and change fees for customers with tickets issued on or before 25 February 2020 for travel on any Singapore Airlines or SilkAir operated flights from 1 February 2020 to 30 April 2020. The new travel date must commence on or before 31 August 2020.
(...)
Waiver Policy for Customers unable to travel due to Entry or Transit Restrictions
We will waive all cancellation and change fees for customers with tickets issued on or before 25 February 2020 for travel on any Singapore Airlines or SilkAir operated flights from 1 February 2020 to 30 April 2020. The new travel date must commence on or before 31 August 2020.
(...)
Feb 27, 2020, 6:27 pm
#139
Join Date: Jan 2017
Location: JER
Programs: NZ Elite *G, QF Gold, Accor+ Diamond
Posts: 157
They're doing after take-off drinks flying WLG to MEL this afternoon. One Singapore Sling coming right up.
Feb 27, 2020, 8:14 pm
#140
Join Date: Jun 2017
Posts: 2,281
On a side note, Checking through other forums and realized that other airlines are also not flexible in providing waivers.
QF/LH does not even offer any refunds/waiver for change of date/destination for flights to Hong Kong unless QF/LH have cancelled that particular flight. Either you fly or forfeit or pay for the changes.
BA have now decided not to allow refund for any flights to china that are not cancelled, only allowing ticket credit towards another flight to any BA destination at the current price.
QF/LH does not even offer any refunds/waiver for change of date/destination for flights to Hong Kong unless QF/LH have cancelled that particular flight. Either you fly or forfeit or pay for the changes.
BA have now decided not to allow refund for any flights to china that are not cancelled, only allowing ticket credit towards another flight to any BA destination at the current price.
Feb 27, 2020, 8:38 pm
#141
Join Date: Sep 2005
Programs: Lifetime *G (MP), Lifetime PE (Bonvoy)
Posts: 1,465
I'm always hesitant to quote something that happened to me as I don't want anyone to think that I think I'm right and everyone else is wrong ... BUT ... United waived the change fee for me today for a rewards ticket on TG in May, simply because the segment (and it was only a segment) started or ended in Italy where there is now coronavirus. And it was only a $25 fee but they also refunded the points and taxes in full. The remainder of the PNR remained intact as I requested. I've just checked and TG has also updated the PNR at their end
Feb 27, 2020, 10:55 pm
#142
Join Date: Apr 2006
Posts: 876
would love to know which Airlines bended the rule.
I didn't need you to tell me that I am screwed. Other airlines are bending the rules and making exceptions given the situation and not going by the contract. They're not all acting like a**holes like SQ (and you*).
I've had someone on Cruise Critic tell me that I should have known to book my flight thru the cruise line because then when the cruise was cancelled my ticket also would have been cancelled. Or I should have bought the return ticket from Shanghai on the same booking as this one (even though I booked it on Delta) so it could have been cancelled by Singapore since they would have seen that I was going to China (although i wonder if they would have done it if they saw I was starting in Singapore). Neither is helpful and I would dare anyone to have told me that last June (when I booked this flight) that I should have considered this as a possibility. And by the way, I had travel insurance both from my credit card and for the trip, neither of which is covering this.
And Chase (Expedia) agrees that I am not being treated fairly but their hands are tied. The supervisor was going to file a complaint on my behalf, although I doubt it will do anything. He also gave me the address to write to Chase corporate, but once again I doubt it will help.
*Note I normally would not comment like this here but given that similar talk seems to be acceptable in the threads about Global Entry and NYS, I felt it was appropriate to speak my mind.
I've had someone on Cruise Critic tell me that I should have known to book my flight thru the cruise line because then when the cruise was cancelled my ticket also would have been cancelled. Or I should have bought the return ticket from Shanghai on the same booking as this one (even though I booked it on Delta) so it could have been cancelled by Singapore since they would have seen that I was going to China (although i wonder if they would have done it if they saw I was starting in Singapore). Neither is helpful and I would dare anyone to have told me that last June (when I booked this flight) that I should have considered this as a possibility. And by the way, I had travel insurance both from my credit card and for the trip, neither of which is covering this.
And Chase (Expedia) agrees that I am not being treated fairly but their hands are tied. The supervisor was going to file a complaint on my behalf, although I doubt it will do anything. He also gave me the address to write to Chase corporate, but once again I doubt it will help.
*Note I normally would not comment like this here but given that similar talk seems to be acceptable in the threads about Global Entry and NYS, I felt it was appropriate to speak my mind.
Feb 28, 2020, 2:19 am
#143
Join Date: Mar 2015
Programs: HH Diamond, GHA Titanium
Posts: 1,961
Just to provide some data points, I have friends in Malaysia who aren't able to get any refunds from AirAsia or Malaysia Airlines flights to Japan (both airlines are only refunding China/HK/Macau tickets). So it doesn't seem like SQ's the only airline resisting blanket refunds.
Feb 28, 2020, 8:09 am
#144
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
SQ still has not cancelled and refunded my BKK-HKG-SFO award itinerary, despite cancelling the HKG-SFO flight, and despite confirming in writing on Feb. 19 that the full itinerary would be cancelled and refunded without penalty. Instead, they just sent me a "Confirmation" of my TG flight from BKK-HKG. For which I would be charged 105,000 KF miles and something like $75 in fees. 
The customer service at this airline is just unbelievably poor. I've filed a DOT complaint.
The customer service at this airline is just unbelievably poor. I've filed a DOT complaint.
Feb 28, 2020, 10:08 am
#145
Join Date: Apr 2009
Posts: 682
Someone else on my cruise had award travel booked to Singapore on DL and they got their ticket cancelled.
And Jetblue just announced a blanket cancellation policy (there is an article posted here), and they don't even fly to Asia.
Anyway, SQ customer feedback email got back to me and once again said no. I had also cc'ed the senior VP but she did not respond, nor did anyone else (I guess the feedback email handles that stuff).
Here is their reply:
Thank you for your email with the additional feedback.
With regard to your concern, we would like to share that according to our current Corona virus guideline. In order to receive the full refund or waiver of rebooking fees, all the criteria per below need to be met.
1. The Booking must be made to/from Mainland China, Hong Kong and Macau.
2. Ticket need to be issued on or before 5 February 2020
3. Travel during 24 January-31 March 2020.
While we can empathize with the disappointment experienced, we are unable to accede to your request for the compensation. Thank you for allowing us to explain. As part of our ongoing effort to give the remarkable service, we would like to thank you for bringing this issue to our attention. Your feedback is an invaluable part to help us improve our service.
We apologize for your inconvenience and look forward to welcome you on board with our flights again.
And Jetblue just announced a blanket cancellation policy (there is an article posted here), and they don't even fly to Asia.
Anyway, SQ customer feedback email got back to me and once again said no. I had also cc'ed the senior VP but she did not respond, nor did anyone else (I guess the feedback email handles that stuff).
Here is their reply:
Thank you for your email with the additional feedback.
With regard to your concern, we would like to share that according to our current Corona virus guideline. In order to receive the full refund or waiver of rebooking fees, all the criteria per below need to be met.
1. The Booking must be made to/from Mainland China, Hong Kong and Macau.
2. Ticket need to be issued on or before 5 February 2020
3. Travel during 24 January-31 March 2020.
While we can empathize with the disappointment experienced, we are unable to accede to your request for the compensation. Thank you for allowing us to explain. As part of our ongoing effort to give the remarkable service, we would like to thank you for bringing this issue to our attention. Your feedback is an invaluable part to help us improve our service.
We apologize for your inconvenience and look forward to welcome you on board with our flights again.
Last edited by MisterBill; Feb 28, 2020 at 10:33 am
Feb 28, 2020, 12:46 pm
#146
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,778
Anyone else surprised at SQ's complacency with regards to northern Italy? A number of other airlines have provided waivers for MIL, VCE, etc, and/or reduced service. SQ hasn't offered a waiver for anything in the region and has only cancelled a couple days of the SIN-MXP-BCN flights, in May.
Feb 29, 2020, 7:20 pm
#147
Join Date: Jun 2017
Posts: 2,281
It does not apply any ticket booked earlier.
Thus it is different.
Mar 2, 2020, 12:40 pm
#148
Join Date: Aug 2013
Location: SNA
Programs: AA gold, DL Gold, HHonors Diamond, Hyatt Explorist, IHG Plat
Posts: 446
We have a ticket for Apr that SQ will not refund under the waiver policy. Makes no sense that SQ expects pax to still travel to or through coronavirus infected areas. We *USED TO" prefer SQ because they *USED TO* be dependable in IRROPS and other disruptions. Their illogical coronavirus policy means to us that we no longer will be loyal to SQ and pay a premium to use SQ. If SQ is going to follow the herd, then might as well book with the herd, since they are cheaper. Do what's right SQ!
Mar 3, 2020, 5:58 am
#149
Join Date: Jun 2017
Posts: 2,281
It seem like SQ management is slow in giving waiver. Scoot have allowed refunds for flight to Korea. But SQ only allow change of date. Not sure what SQ management team is thinking. Even after SIn gov imposed restriction today, still no free cancellations for Korea flights.
Even for Italy, no waiver for rebooking as well.
so many paxes blasting SQ for refusing to refund for Korea flights.
Even for Italy, no waiver for rebooking as well.
so many paxes blasting SQ for refusing to refund for Korea flights.
Mar 3, 2020, 6:52 am
#150
Join Date: Jun 2017
Posts: 2,281
Thailand just impose 14 days self quarantine for any visitors from high risk countries including Singapore. So guess SQ can cancel most of the flights as well
https://www.thaipbsworld.com/new-ant...gh-risk-areas/
https://www.thaipbsworld.com/new-ant...gh-risk-areas/