Refund Processing Time!
Sep 21, 2020 | 3:41 am
#137
Join Date: May 2004
Location: SIN (LEJ once a year)
Programs: SQ, LH, BA, IHG Diamond AMB, HH Gold, SLH Indulged, Accor Gold, Hyatt Discoverist
Posts: 8,834
4 months after I submit the request, finally I receive a call from SQ today. They said that they are refunding me only 2500 miles per person for a SIN-BKK flight (J class). This is actually part of DPS-SIN (stopover)-BKK.
DPS-SIN have been flown. So I tell them this is not acceptable unless they refund my stopover fees as well. They will check n get back. My process is actually process by the Bali office. Guess different office have different way of calculation.
DPS-SIN have been flown. So I tell them this is not acceptable unless they refund my stopover fees as well. They will check n get back. My process is actually process by the Bali office. Guess different office have different way of calculation.
Interestingly, I had the exact same itinerary booked (DPS-SIN-stop-BKK) and also flown DPS-SIN already when SIN-BKK had been cancelled.I got the 2.5k mls back and for the stopover fee had asked the agent to raise request for refund of stopover fee as a goodwill exception due to the circumstances. That request was granted by SQ and funds credited back to CC used.
I'm still chasing the funds 3 weeks later, but that is not SIAs fault. I had used a Citibank PM Amex back in the days and that product was "retired" in Dec 2019 so my card account has been closed since then and Citibank didn't route the refund to another of my Citi CCs and apparently has no record of it. Now chasing them for tracking of the transaction (using ARN etc.).
Anyways, hope your appeal works, if by the rules, no refund of stopover fee if first segment is flown. Good luck.
Sep 21, 2020 | 8:59 pm
#138
Join Date: Jun 2017
Posts: 2,435
Hmm, were you following / trailing me? Interestingly, I had the exact same itinerary booked (DPS-SIN-stop-BKK) and also flown DPS-SIN already when SIN-BKK had been cancelled.
I got the 2.5k mls back and for the stopover fee had asked the agent to raise request for refund of stopover fee as a goodwill exception due to the circumstances. That request was granted by SQ and funds credited back to CC used.
I'm still chasing the funds 3 weeks later, but that is not SIAs fault. I had used a Citibank PM Amex back in the days and that product was "retired" in Dec 2019 so my card account has been closed since then and Citibank didn't route the refund to another of my Citi CCs and apparently has no record of it. Now chasing them for tracking of the transaction (using ARN etc.).
Anyways, hope your appeal works, if by the rules, no refund of stopover fee if first segment is flown. Good luck.
Interestingly, I had the exact same itinerary booked (DPS-SIN-stop-BKK) and also flown DPS-SIN already when SIN-BKK had been cancelled.I got the 2.5k mls back and for the stopover fee had asked the agent to raise request for refund of stopover fee as a goodwill exception due to the circumstances. That request was granted by SQ and funds credited back to CC used.
I'm still chasing the funds 3 weeks later, but that is not SIAs fault. I had used a Citibank PM Amex back in the days and that product was "retired" in Dec 2019 so my card account has been closed since then and Citibank didn't route the refund to another of my Citi CCs and apparently has no record of it. Now chasing them for tracking of the transaction (using ARN etc.).
Anyways, hope your appeal works, if by the rules, no refund of stopover fee if first segment is flown. Good luck.
haha. DPS n BKK are the nearest n popular destination. I have to use up some almost expired miles. So just book the trip.
Anyway i have read that other have been refunded in such situation the miles for the balance trip. Example. HKG-SIN-SYD. Flown HKG-SIN but SIN-SYD cancel.SQ refunded the miles for the SIN-SYD part (ie 64000 miles).
So i have ask them to check also. Either refund the miles needed for a SIN-BKK ticket or refund me the stopover fee +2500 miles or they can give me open dates ticket for SIN-BKK.
Not going to accept just 2500 miles.
Sep 22, 2020 | 7:41 pm
#139
Join Date: Apr 2009
Posts: 757
After failing to get my refund thru Chase Travel after SQ had changed their refund policy in late May, I finally filed a complaint with the DOT. They sent it to SQ and Chase last week, and I got an email today from Chase saying that they had issued a refund.
For those in the US still struggling to get a refund I highly recommend going the DOT route.
For those in the US still struggling to get a refund I highly recommend going the DOT route.
Sep 23, 2020 | 7:33 am
#141
Join Date: Jun 2017
Posts: 2,435
haha. DPS n BKK are the nearest n popular destination. I have to use up some almost expired miles. So just book the trip.
Anyway i have read that other have been refunded in such situation the miles for the balance trip. Example. HKG-SIN-SYD. Flown HKG-SIN but SIN-SYD cancel.SQ refunded the miles for the SIN-SYD part (ie 64000 miles).
So i have ask them to check also. Either refund the miles needed for a SIN-BKK ticket or refund me the stopover fee +2500 miles or they can give me open dates ticket for SIN-BKK.
Not going to accept just 2500 miles.
Anyway i have read that other have been refunded in such situation the miles for the balance trip. Example. HKG-SIN-SYD. Flown HKG-SIN but SIN-SYD cancel.SQ refunded the miles for the SIN-SYD part (ie 64000 miles).
So i have ask them to check also. Either refund the miles needed for a SIN-BKK ticket or refund me the stopover fee +2500 miles or they can give me open dates ticket for SIN-BKK.
Not going to accept just 2500 miles.
2hr later she call me n tell me the duties n tax should be rupiah 500k (around S$46 per pax). So I tell her this is correct.
Now she have to asj bali office to proceed the refund
guess when the refund is processed oversea, it will take much longer time as compare to those tickets issued in Singapore.
Oct 1, 2020 | 10:34 am
#142
Join Date: Mar 2008
Location: NCL and LBA
Programs: BD*G, BAGold, Hyatt Diamond, SPG Plat
Posts: 3,419
I am not sure if my post belongs here as this was a voluntary cancellation of an award booking made online.
Cancelled: 1/10/20 (voluntary - USD fee)
Miles refunded: Instantaneous
Taxes refunded: 2/10/10 cleared refund on Amex
Cancelled: 1/10/20 (voluntary - USD fee)
Miles refunded: Instantaneous
Taxes refunded: 2/10/10 cleared refund on Amex
Last edited by pogonation; Oct 3, 2020 at 12:45 pm
Oct 10, 2020 | 11:23 pm
#143
Join Date: Oct 2003
Location: Living in SIN™
Programs: SQ Pew Pew SSSS, Marriott/Accor Plat, IC Dia Amb, GHA Tit, Avis/Hertz PC
Posts: 6,769
Refund requested/Flight Date/Miles credited back
9 Apr/10 Apr/20 May
9 Apr/25 Apr/20 May
17 May/23 May/27 May
18 May/31 Jul/2 Oct
1 Jun/31 Jul/20 Jul
25 Jun/9 Aug/19 Jul
Oct 11, 2020 | 9:00 pm
#144
Join Date: May 2004
Location: SIN (LEJ once a year)
Programs: SQ, LH, BA, IHG Diamond AMB, HH Gold, SLH Indulged, Accor Gold, Hyatt Discoverist
Posts: 8,834
Similar variations in processing of refunds. Overall responses are quite speedy these days within 4-7 days of firing off the Covid-19 request via the web form. However, processing may vary based on starting station of journey.
I just had two one way SIN-DPS and DPS-SIN J class redemptions cancelled and while I submitted both for processing on same day 5 mins apart, the DPS-SIN is done and dusted incl miles and taxes return within 5 days and the SIN-DPS hasn't even been touched yet.
I understand higher volume for ex-SIN itineraries, but the gap is very noticeable. YMMV.
I just had two one way SIN-DPS and DPS-SIN J class redemptions cancelled and while I submitted both for processing on same day 5 mins apart, the DPS-SIN is done and dusted incl miles and taxes return within 5 days and the SIN-DPS hasn't even been touched yet.
I understand higher volume for ex-SIN itineraries, but the gap is very noticeable. YMMV.
Oct 13, 2020 | 1:51 pm
#145
Join Date: Sep 2013
Location: Asia
Programs: KF Gold | IHG Amb | SPG LTG | HH Gold
Posts: 548
I've requested for refund on my reward tickets:
SIN-DEL via SQ (refund miles/tax within 48 hours)
DEL-BKK-SIN via TG (pending - agent in Singapore say will take approximately 100 days)
SIN-DEL via SQ (refund miles/tax within 48 hours)
DEL-BKK-SIN via TG (pending - agent in Singapore say will take approximately 100 days)
Oct 15, 2020 | 12:42 am
#146
Join Date: Jun 2017
Posts: 2,435
Similar variations in processing of refunds. Overall responses are quite speedy these days within 4-7 days of firing off the Covid-19 request via the web form. However, processing may vary based on starting station of journey.
I just had two one way SIN-DPS and DPS-SIN J class redemptions cancelled and while I submitted both for processing on same day 5 mins apart, the DPS-SIN is done and dusted incl miles and taxes return within 5 days and the SIN-DPS hasn't even been touched yet.
I understand higher volume for ex-SIN itineraries, but the gap is very noticeable. YMMV.
I just had two one way SIN-DPS and DPS-SIN J class redemptions cancelled and while I submitted both for processing on same day 5 mins apart, the DPS-SIN is done and dusted incl miles and taxes return within 5 days and the SIN-DPS hasn't even been touched yet.
I understand higher volume for ex-SIN itineraries, but the gap is very noticeable. YMMV.
Oct 15, 2020 | 7:47 am
#147
Join Date: Sep 2008
Location: Lincolnshire
Programs: BAC Blue, Tufty Club
Posts: 253
Does anyone have any recent datapoints relating to refunds of revenue tickets?
My ARN-SIN flights were cancelled with no sectors having been flown. I applied for a refund on 15th September but to date other than an auto response email acknowledging receipt of my refund request I have heard nothing.
I sent an email to SQ today asking for an indication of timescales and received back a cut and paste paragraph from the website about refunds taking longer to process, but personally I think for a simple revenue ticket (business class tickets, no sectors flown, no ancillary fees) 4 weeks should be ample time to process it.
Has anyone had any luck with CC chargebacks?
As a comparison I've had to cancel BA tickets several times in the last 6 months and once I got through to them on the phone the refunds were processed and on my CC within 48 hours.
My ARN-SIN flights were cancelled with no sectors having been flown. I applied for a refund on 15th September but to date other than an auto response email acknowledging receipt of my refund request I have heard nothing.
I sent an email to SQ today asking for an indication of timescales and received back a cut and paste paragraph from the website about refunds taking longer to process, but personally I think for a simple revenue ticket (business class tickets, no sectors flown, no ancillary fees) 4 weeks should be ample time to process it.
Has anyone had any luck with CC chargebacks?
As a comparison I've had to cancel BA tickets several times in the last 6 months and once I got through to them on the phone the refunds were processed and on my CC within 48 hours.
Oct 16, 2020 | 11:00 am
#148
Join Date: May 2004
Location: SIN (LEJ once a year)
Programs: SQ, LH, BA, IHG Diamond AMB, HH Gold, SLH Indulged, Accor Gold, Hyatt Discoverist
Posts: 8,834
My experience is with award and revenue tickets. To be honest, from about 7-8 flights it seems of late that reward ones may be a tad faster and that the ones starting at outstations (meaning not starting SIN) get refunded faster too, at least in my case.
Overall, for itineraries starting in SIN, of the last two one took about 3 weeks (reward) and the revenue one is still pending after the same 3+ weeks. Not unheard to take longer, but so far I did get every $ from SQ so can't complain too much.
For the reward ticket that didn't start in SIN, it was processed within 5 days with miles back in my account and money returned to my credit card. YMMV.
Overall, for itineraries starting in SIN, of the last two one took about 3 weeks (reward) and the revenue one is still pending after the same 3+ weeks. Not unheard to take longer, but so far I did get every $ from SQ so can't complain too much.
For the reward ticket that didn't start in SIN, it was processed within 5 days with miles back in my account and money returned to my credit card. YMMV.
Oct 16, 2020 | 11:57 am
#149
Join Date: Sep 2008
Location: Lincolnshire
Programs: BAC Blue, Tufty Club
Posts: 253
My experience is with award and revenue tickets. To be honest, from about 7-8 flights it seems of late that reward ones may be a tad faster and that the ones starting at outstations (meaning not starting SIN) get refunded faster too, at least in my case.
Overall, for itineraries starting in SIN, of the last two one took about 3 weeks (reward) and the revenue one is still pending after the same 3+ weeks. Not unheard to take longer, but so far I did get every $ from SQ so can't complain too much.
For the reward ticket that didn't start in SIN, it was processed within 5 days with miles back in my account and money returned to my credit card. YMMV.
Overall, for itineraries starting in SIN, of the last two one took about 3 weeks (reward) and the revenue one is still pending after the same 3+ weeks. Not unheard to take longer, but so far I did get every $ from SQ so can't complain too much.
For the reward ticket that didn't start in SIN, it was processed within 5 days with miles back in my account and money returned to my credit card. YMMV.