lokijuh

Probably the “concerned” department (as in the department concerned with processing refunds), not the “concerns” department.

jonman21

Ah, makes sense, thanks.

hannadanna

I think that is right - it seems to be the stock answer given by SQ social on twitter "forward to the concerned department" etc etc). If the flight is cancelled, it should just be a refund. I couldn't understand how they have any right to force you to take a credit. I'm in the same boat myself.

Lussac

I was very impressed by the service that I received from SQ at Auckland airport yesterday. Late on Thursday evening I received an email saying that our SIN-ZRH flight had been cancelled and to contact our travel agent to re-arrange flights, this was part of our AKL-SIN-ZRH-ARN then on to LHR with BA on a separate ticket. The trouble was that the travel agent had gone incommunicado last week and all the 'phone lines were dead and they were not replying to emails or active on social media so no hope of getting any changes. I did have a local number for SQ reservations in AKL that I used last week to re-schedule the ZRH-ARL leg that also had been cancelled and that call was answered first ring, tried that number yesterday but it had been disconnected I guess due to the volume of calls that they must have had this week from others that had found the number. I decided to make the trip out to AKL (2 hours away) to see if I could speak to the service desk there and it was absolute chaos and was directed to the ticket office where I had to fill in numbered sheet with name and telephone number. After 4 hours I was called into the inner ticket office and was dealt with by a very calm chap who kindly reissued our tickets through to LHR (AKL-SIN-LHR) with no additional cost or fees, how he was so calm given the immense pressure and sheer number of people to be dealt with is beyond me. As an aside there were a lot of people who just wanted refunds and they were given a photocopied sheet of the on-line form and were told to fill it in and drop it into the office when completed and his reduced the queue somewhat. There were also people with tickets issued by other airlines but containing a sector on SQ and these people were also sent away and told to contact the issuing airline.

PositiveRater

Submitted my refund instruction on the SQ website "enquiry" form, so we'll see how that goes.

Also submitted policy cancellation instruction on the AIG website. They've introduced an arbitrary condition that you must have purchased coverage within 15 days of your claim to be eligible for a refund - otherwise it's a voucher. Notified them that this isn't acceptable; easy chargeback/small claims court if they refuse.

Now onto trying to get refunds for UK train travel... some operators being reasonable, others have cut back services but claim extending ticket validity will get them off the hook.... nope!

Audio

I got 1 flight in March and 2 flights in April.

I was intending to salvage what I can get. For my March flight, if I cancel, I will get back less than 25% of ticket cost. I was advised to fill up a COVID-19 form under "Help & Feedback".

Choose Option 1 of the 3 options. For option 1, all bookings made on or before 15 March 2020, you can get back the full amount for a one-time rebooking till 23 Mar 2021.

(Audio)

Firemansam

Went and saw our TA today about our options for our now cancelled trip.
He did a bit of leg work for us before we came regarding refund Vs travel credit.
Basically if we wanted the refund our original fare rules applied, being non refundable tickets we would get little back out of the 4k we spent. The airline is claiming cancelled flights due to government restrictions is out of their control.
So travel credit it is.

terbangalways

My experience cancelling today at ION Orchard & was told that per 18 March all cancellations
- to non refundable tickets can only be open dated until 31 March 2021.
- to refundable tickets can be refunded but cancellation fee, of SGD70 for example, still apply.
After almost 3 hours wait, I managed to get the refundable tickets fully refunded after a long discussion.
Hopefully when covid-19 soften, SQ does release more of those cheap booking class that most of us booked. Or we will be forced to pay for fare difference.
And try to stay away from "cheap" airfares that has been circulating ex-EU for example. Because no one knows if those P class would be made available should we need to reschedule in future.

hannadanna

Does that include involuntary cancellations (i.e. when SQ cancels the flight)? Just doesn't seem fair to me.

demue

Thanks for sharing. If the flights that were booked on the refundable fare are cancelled / not operating, there should be no reason to collect a cancellation fee from the customer. That questionable. For non-refundable ones fine, open dating them for future use is the way to go.

demue

+1. Same thought. Under certain EU regulations like 261/04 that would be a very borderline case (still doesn't mean EU carriers won't try the same), but of course such does not apply to SQ unless the flight in question is origination from EU. YMMV.

terbangalways

Yes. Even if SQ cancels your flight, And if your ticket is non-refundable. Then you could only open dated it and travel by 31 Mar 2020. With one time free rebooking fee.
So my non-refundable tickets on SQ cancelled flights are all open dated. With no possibility of refund.
Not sure if others with status have different treatment.

terbangalways

The CS insisted that I pay SGD 70 for my Flexi tickets. And i asked to speak to her manager after long talk with her.
She went away for a very long time twice. And finally waived the SGD 70. And i have got 10 tickets so it does add up!
Even for involuntary cancellation on non-refundable tickets, refund should be the case.
Imagine you got 10 tickets thats all open dated until 31 March 2021. Then we all will be swamped trying to use those tickets. And fighting for the same fare class that no one knows if it is going to be widely available.

catbox9

Need some help with this....

Scheduled to fly LAX-SIN-REP / RGN-SIN-LAX

I took the LAX-SIN-REP flight but the rest was cancelled and I flew home via EVA Air. Contacted Singapore Airlines and have heard nothing in over a week. I would like to file a credit card dispute but I don't even know how much to dispute. Is there a way to figure out what the value of the RGN-SIN-LAX portion of the flight is? I can't dispute the entire charge because they did get me to REP.

In addition, I paid extra for seat selection on the SIN-LAX flight. What are the odds that gets refunded?

James Mcauliffe

Our flight from Cairns to Singapore next month has been cancelled (Australia and Singapore have travel bans) and we requested a refund and have been told we are not entitled. Only allowed to rebook a later flight or keep an open ticket for 12 months. I have tried arguing against this without luck so far.