Refund Processing Time!
Aug 13, 2020 | 7:58 pm
#122
Join Date: Nov 2016
Posts: 8
All 760,000 points were transferred over to KF at the exact same time in January. The 4 award tickets from SIN to SFO were all on one itinerary, but somehow they were able to separate out the top two passengers and not refund my points. They said on the phone that they're going to escalate it up and give me a call back in a few days. Lets hope this gets resolved.
Aug 13, 2020 | 10:55 pm
#123
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
I requested miles back due to cancellation since end of February. Been following up call and chat like 4- 5 times now since then, nothing. Been told it’s been escalated every time. This is getting really frustrating. Any tips on what I should do? My flight was supposed to depart in March 2020.
Frustrating nonetheless, especially considering one booking shouldn't even have been cancelled as 2nd segment of the one-way ticket is still scheduled to operate as planned in Oct. I asked for expedited mileage refund for that cancellation that was messed up by SQ so I could rebook and followed up twice, nada, zip, nothing, silence. One also has to regurgitate the whole story again and then when agent finally grasps what is to be done one gets the same assurances that don't pan out. Alamak.
Aug 28, 2020 | 12:06 am
#126
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
I guess I have "only" been waiting for 2+ months now for two redemption flights to be refunded, so nowhere near as long as your experience.
Frustrating nonetheless, especially considering one booking shouldn't even have been cancelled as 2nd segment of the one-way ticket is still scheduled to operate as planned in Oct. I asked for expedited mileage refund for that cancellation that was messed up by SQ so I could rebook and followed up twice, nada, zip, nothing, silence. One also has to regurgitate the whole story again and then when agent finally grasps what is to be done one gets the same assurances that don't pan out. Alamak.
Frustrating nonetheless, especially considering one booking shouldn't even have been cancelled as 2nd segment of the one-way ticket is still scheduled to operate as planned in Oct. I asked for expedited mileage refund for that cancellation that was messed up by SQ so I could rebook and followed up twice, nada, zip, nothing, silence. One also has to regurgitate the whole story again and then when agent finally grasps what is to be done one gets the same assurances that don't pan out. Alamak.
Not bad overall, one just needs to keep track of things.
Aug 28, 2020 | 2:45 pm
#127
Join Date: Apr 2017
Location: Bay Area - East Bay
Programs: UA 1k, AS 75k, Marriott Platinum, Hyatt Explorist
Posts: 717
I have an award booking in Suites in November (SIN-LON). There has been an equipment change and there is no longer F on the flight. I was about to cancel this flight anyway, since the trip isn't happening, but now I can't do anything with the booking on the website. Can I use the refund form, or is that only for canceled flights and not downgrades? Will I have to call?
Aug 29, 2020 | 5:57 pm
#128
Join Date: Aug 2019
Location: SFO
Programs: UA
Posts: 204
Add another datapoint to the list:
Booked ticket for business trip in March. Trip cancelled for obvious reason. I thought I'll just leave the ticket as open since SQ is offering incentive for rebooking later.
However, SQ has not increased their flights/routes and has no indication to do so in the next few months, plus SIN is still largely closed for transit, I decided to ask for refund.
Filled out the form on Aug 17, a few back and forth email and the refund process started Aug 21. The refund was deposited into my credit card on Aug 26.
Overall, really happy with the process and time to resolution.
Booked ticket for business trip in March. Trip cancelled for obvious reason. I thought I'll just leave the ticket as open since SQ is offering incentive for rebooking later.
However, SQ has not increased their flights/routes and has no indication to do so in the next few months, plus SIN is still largely closed for transit, I decided to ask for refund.
Filled out the form on Aug 17, a few back and forth email and the refund process started Aug 21. The refund was deposited into my credit card on Aug 26.
Overall, really happy with the process and time to resolution.
Aug 30, 2020 | 2:23 am
#129
Join Date: Jun 2017
Posts: 2,435
Add another datapoint to the list:
Booked ticket for business trip in March. Trip cancelled for obvious reason. I thought I'll just leave the ticket as open since SQ is offering incentive for rebooking later.
However, SQ has not increased their flights/routes and has no indication to do so in the next few months, plus SIN is still largely closed for transit, I decided to ask for refund.
Filled out the form on Aug 17, a few back and forth email and the refund process started Aug 21. The refund was deposited into my credit card on Aug 26.
Overall, really happy with the process and time to resolution.
Booked ticket for business trip in March. Trip cancelled for obvious reason. I thought I'll just leave the ticket as open since SQ is offering incentive for rebooking later.
However, SQ has not increased their flights/routes and has no indication to do so in the next few months, plus SIN is still largely closed for transit, I decided to ask for refund.
Filled out the form on Aug 17, a few back and forth email and the refund process started Aug 21. The refund was deposited into my credit card on Aug 26.
Overall, really happy with the process and time to resolution.
Aug 30, 2020 | 10:22 am
#130
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
Use the web form for COVID-19 related queries, provide the PNR reference and what action you want to be taken. I also had called two plus months ago and asked for refund and nothing happened, but after I triggered the form actions started within 7-10 days. YMMV.
Aug 30, 2020 | 10:22 pm
#131
Join Date: Jun 2017
Posts: 2,435
i submitted the form in May. Received an automated reply. That all. Maybe I should send in the form again.
Sep 4, 2020 | 9:20 am
#132
Join Date: Oct 2009
Location: IAH
Programs: AA G, Hilton D, BA Ex-G :-)
Posts: 287
Flights for family to Bali for November, were cancelled by SQ last week. Filled out refund request on website, and got a reply saying expect your refund in 4-6 weeks. Pleasantly surprised to see that refund turned up today - within one week.
Sep 4, 2020 | 9:42 pm
#133
Join Date: Jun 2017
Posts: 2,435
So I just give them what they want. They reply will check n get back. But still no confirmation since 2nd sept.
Sep 18, 2020 | 8:19 am
#134
Join Date: Jun 2017
Posts: 2,435
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.
Sep 19, 2020 | 2:50 pm
#135
FlyerTalk Evangelist
Join Date: Dec 2004
Location: East Coast
Programs: AA CONCIERGE KEY & 1MM, HILTON DIAMOND
Posts: 11,970
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.