SQ/Krisflyer Coronavirus waivers
#286
Join Date: Dec 2019
Posts: 8
We were authorised a full refund on a non-refundable business ticket from SIA via the Danish customer service email. They passed it for refund a bit over 2 weeks ago and it appeared on card today (we requested it just before the new waiver but after the FCO advised against travel to Denmark).
#287
Join Date: Jan 2010
Location: SFO, SJC, SEA
Programs: A3 Gold, AA Plat
Posts: 203
I called, because I never received a response after I replied to their first response from my form submission. Their email noted that I'm eligible for the change waiver, but "please note that your new travel should be completed by 31 March 2021, and a fare difference may apply if there is a change in destination or availability of a fare type." When I called to change the dates, my original fare code was still available, but they still wanted me to pay the fare difference since the difference was significantly higher. After 2 hours on the phone, they said they would open up an investigation even though they acknowledged what was said in the email. Not sure why the phone agents were not willing to follow the published policy. Hopefully their investigation will yield a positive result for me, because the fare code and routing is exactly the same.
#288
Join Date: Apr 2020
Posts: 1
Hi All,
My TA is trying to request for a full refund (no penalties) from SQ on my PE ticket although I doubt they will be succesfull . At first I thought the travel credit wasn't too bad, if I could still use it to fly anywhere (yes) and in any cabin class (no). The Agent informed me that I am not allowed to downgrade my cabin class, only stay the same or upgrade. That's utterly ridiculous. Can anyone confirm if that's the case? Is it also the same case for redemption ticket?
Cheers!
My TA is trying to request for a full refund (no penalties) from SQ on my PE ticket although I doubt they will be succesfull . At first I thought the travel credit wasn't too bad, if I could still use it to fly anywhere (yes) and in any cabin class (no). The Agent informed me that I am not allowed to downgrade my cabin class, only stay the same or upgrade. That's utterly ridiculous. Can anyone confirm if that's the case? Is it also the same case for redemption ticket?
Cheers!
#289
Join Date: Sep 2018
Programs: Alaska
Posts: 2,178
Hi All,
My TA is trying to request for a full refund (no penalties) from SQ on my PE ticket although I doubt they will be succesfull . At first I thought the travel credit wasn't too bad, if I could still use it to fly anywhere (yes) and in any cabin class (no). The Agent informed me that I am not allowed to downgrade my cabin class, only stay the same or upgrade. That's utterly ridiculous. Can anyone confirm if that's the case? Is it also the same case for redemption ticket?
Cheers!
My TA is trying to request for a full refund (no penalties) from SQ on my PE ticket although I doubt they will be succesfull . At first I thought the travel credit wasn't too bad, if I could still use it to fly anywhere (yes) and in any cabin class (no). The Agent informed me that I am not allowed to downgrade my cabin class, only stay the same or upgrade. That's utterly ridiculous. Can anyone confirm if that's the case? Is it also the same case for redemption ticket?
Cheers!
I think no change fee waiver for re-route/reissue for award tickets. Waive change fee only for the same route. Downgrade will forfeit miles.
#290
Join Date: Dec 2007
Location: BOS
Posts: 67
After a few denials on the web form (even after mentioning https://www.transportation.gov/brief...carrier-refund ), I called in to get my award flight refunded. The person on the phone seemed to know that I had already attempted a refund via the webform, but confirmed that I was aware of the change option, asked me why I didn't want the change option (to which I explained that I do not expect to book a future high-mileage ticket as high as the one I had booked), and then after placing me on hold for a few minutes, said the refund would be processed.
I was surprised the webform attempts were easily accessible, but the phone call was pretty straightforward and there was not much trouble getting the refund.
I was surprised the webform attempts were easily accessible, but the phone call was pretty straightforward and there was not much trouble getting the refund.
#291
Join Date: Mar 2020
Posts: 9
After a few denials on the web form (even after mentioning https://www.transportation.gov/brief...carrier-refund ), I called in to get my award flight refunded. The person on the phone seemed to know that I had already attempted a refund via the webform, but confirmed that I was aware of the change option, asked me why I didn't want the change option (to which I explained that I do not expect to book a future high-mileage ticket as high as the one I had booked), and then after placing me on hold for a few minutes, said the refund would be processed.
I was surprised the webform attempts were easily accessible, but the phone call was pretty straightforward and there was not much trouble getting the refund.
I was surprised the webform attempts were easily accessible, but the phone call was pretty straightforward and there was not much trouble getting the refund.
#292
Join Date: Dec 2007
Location: BOS
Posts: 67
It was MEL-SIN-EWR (one week stopover in SIN) during the second half of March. I no-showed MEL-SIN (given the restrictions on entering SIN) but filled out the webform, and then a few days after that, SQ cancelled the SIN-EWR segment. The cancellation did not help with the web form, but appears to have helped with the call.
#294
Join Date: Mar 2015
Programs: HH Diamond, GHA Titanium
Posts: 1,955
Yes, and at least for my flights (SQ637/638) SIA declined to open up any additional award space over what's available on the website so I got them to redeposit the miles (waived fee) instead.
Last edited by shuigao; Apr 8, 2020 at 9:25 pm
#296
Join Date: Sep 2018
Programs: Alaska
Posts: 2,178
#297
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: 16,618
I'm pleased to close the loop on my experience posted about upthread. After SQ telling me it was going to take ~4-5 months from cancellation to get a refund (they said 3-4 months more when I chased them almost a month after I had cancelled), I filed a chargeback with Amex, noting that SQ was refusing to provide my full refund (a) in a timely fashion and (b) specifically in contravention of EU261's timeline for refunds (ticket was MXP-SIN round trip, so EU261 was applicable). Amex has now completed its investigation and resolved it in my favour. I'm glad to be done with this.
#299
Join Date: Apr 2009
Posts: 673
So I never resolved my issue with not getting a refund or any agreement for a future ticket for my one way flight from JFK to Singapore on February 25th (I cancelled my cruise and was a no-show for the flight after being refused a refund or anything else pre-flight). If you read further down you'll see my story and told me to contact Chase Travel, who I had booked thru. I had spoken to Chase several times but was supposed to call again to try to resolve it again after SQ claimed they had emailed them but never did.
ANYWAY, fast forward to today and I just got this email from SQ. Looks like I'll be getting my refund, after all! I'm shocked. I wonder what happened that caused them to change their minds?
Dear Sir/Madam, As these unprecedented times continue, we would like to reassure you that Singapore Airlines continues to place your interests at the heart of everything we do. All Singapore Airlines and SilkAir tickets issued on or before 15 March 2020 for travel between 24 January to 31 July 2020, and any flights cancelled by us due to Covid-19 are now fully covered by our global travel waiver policy. This provides you with the following two options:
1. Retain the value of the unused portion of your ticket as flight credits.This option enables you to:
2. Opt for a refund for the unused portion of your ticket, which entails the following:
ANYWAY, fast forward to today and I just got this email from SQ. Looks like I'll be getting my refund, after all! I'm shocked. I wonder what happened that caused them to change their minds?
Dear Sir/Madam, As these unprecedented times continue, we would like to reassure you that Singapore Airlines continues to place your interests at the heart of everything we do. All Singapore Airlines and SilkAir tickets issued on or before 15 March 2020 for travel between 24 January to 31 July 2020, and any flights cancelled by us due to Covid-19 are now fully covered by our global travel waiver policy. This provides you with the following two options:
1. Retain the value of the unused portion of your ticket as flight credits.This option enables you to:
- Rebook travel up to 31 December 2021 with rebooking fees waived
- Choose a new destination or fare type on rebooking
- Use any surplus flight credits towards a second booking
- Consider using flight credits to book a higher fare class ticket
- Receive bonus flight credits, ranging from SGD75 to SGD500, for all unutilised adult fare tickets
- Obtain a refund for excess baggage and seat selection fees associated to your original booking
2. Opt for a refund for the unused portion of your ticket, which entails the following:
- Having your remaining ticket value refunded to its original mode of payment
- A refund of all excess baggage and seat selection fees associated to your original booking
- A waiver of any cancellation or no show fees
Last edited by MisterBill; May 29, 2020 at 4:37 pm
#300
Join Date: Apr 2009
Posts: 673
Update -- of course this wasn't going to be easy. Spoke to Chase, their system didn't see the reservation anymore because it's so old. Long story short I asked to speak to a supervisor who emailed SQ to ask them to process the refund. Hopefully this will work out better than it did the last time.