Best way to reach SQ Customer Service?
Jan 15, 2022, 12:49 pm
#46
Join Date: Jun 2014
Location: Boston
Programs: UA 1MM 1K, Hyatt Something-ist, Marriott Gold, SPG Gold
Posts: 109
Now's clearly the worst time for this sort of thing, but has anyone had luck getting award tickets put on hold?
The US number is just busy. I called the Singapore number and waited 3.5 hours before getting an agent. That agent took the details and said a specialist would call me back in 24-72 hours. Should I anticipate a callback, or just call and wait again?
The US number is just busy. I called the Singapore number and waited 3.5 hours before getting an agent. That agent took the details and said a specialist would call me back in 24-72 hours. Should I anticipate a callback, or just call and wait again?
Jan 15, 2022, 3:29 pm
#47
Join Date: May 2004
Posts: 2,660
A certain degree of persistence, insistence and patience worked for me to get a partner F redemption booked that couldn’t be done online (an originating city for a J connector flight couldn’t be done online even by itself).
I was booking this less than 48 hours out and was told on the phone that they didn’t have any redemption agents available, but someone could call me in 48-72 hours. Of course I said that wouldn’t work. I needed to know ASAP as a bunch of other travel depended on this getting sorted.
Next they said they’d try to see if someone would be available within the next 3-4 hours, and took all the flight details I already had ready from trying to book online. I said that would be better than nothing, and waited on the phone.
After a long time more, they told me someone would be finishing a call in the next 30 minutes and could handle me after. I said “that’s great!”
I waited a bit more than that, and finally someone came on and efficiently handled my request.
I’m not sure if it made a difference that I’m KrisFlyer Gold (thanks to some bank card transfers that gave me that status). But I was thankful that somehow a three day wait got shortened to about an hour and a half in total.
Additionally adding that I was outside the US, couldn’t get the US number to work using my VoIP app, but called the Singapore number for KrisFlyer (which, it seems, redirected to commercial sales, not redemptions).
I was booking this less than 48 hours out and was told on the phone that they didn’t have any redemption agents available, but someone could call me in 48-72 hours. Of course I said that wouldn’t work. I needed to know ASAP as a bunch of other travel depended on this getting sorted.
Next they said they’d try to see if someone would be available within the next 3-4 hours, and took all the flight details I already had ready from trying to book online. I said that would be better than nothing, and waited on the phone.
After a long time more, they told me someone would be finishing a call in the next 30 minutes and could handle me after. I said “that’s great!”
I waited a bit more than that, and finally someone came on and efficiently handled my request.
I’m not sure if it made a difference that I’m KrisFlyer Gold (thanks to some bank card transfers that gave me that status). But I was thankful that somehow a three day wait got shortened to about an hour and a half in total.
Additionally adding that I was outside the US, couldn’t get the US number to work using my VoIP app, but called the Singapore number for KrisFlyer (which, it seems, redirected to commercial sales, not redemptions).
Jan 16, 2022, 12:17 pm
#48
Join Date: Feb 2013
Location: New York, NY
Posts: 61
Just to add my experience - I needed to change the travel date on a reward redemption.
I called the US number and after about an hour wait to speak with someone, a rep named Benjamin was able to get me confirmed seats on a flight that was showing as "waitlisted" on the website.
Very happy with his service except for the hour long wait.
I called the US number and after about an hour wait to speak with someone, a rep named Benjamin was able to get me confirmed seats on a flight that was showing as "waitlisted" on the website.
Very happy with his service except for the hour long wait.
Jan 16, 2022, 4:12 pm
#49
Join Date: Nov 2005
Location: CPH
Programs: CM Gold, SK EB Gold, SPG Gold
Posts: 144
Another data point:
Needing to change some segments on my and Mrs' flights (booked in separate PNR because of different return dates)... After 1 hour, I hung up after calling in (on Sunday) to CPH office. But was able to get someone on the chatbot in 45 minutes.
We were able to change itineraries for both PNRs. However, the initial chat was interrupted, and upon reloading the browser page, I lost the context, so I was kicked to the back of the chatbot queue.
As I had to go outside, I started a new chatbot from Facebook Messenger and was able to re-engage the conversation with another agent - it took another 45 minutes to get back online with an agent with FB Messenger.
I'm now expecting a call back to provide payment for the fee for changing the destination (rerouting fee). I'm told this will be in 24-72 hours.
Needing to change some segments on my and Mrs' flights (booked in separate PNR because of different return dates)... After 1 hour, I hung up after calling in (on Sunday) to CPH office. But was able to get someone on the chatbot in 45 minutes.
We were able to change itineraries for both PNRs. However, the initial chat was interrupted, and upon reloading the browser page, I lost the context, so I was kicked to the back of the chatbot queue.
As I had to go outside, I started a new chatbot from Facebook Messenger and was able to re-engage the conversation with another agent - it took another 45 minutes to get back online with an agent with FB Messenger.
I'm now expecting a call back to provide payment for the fee for changing the destination (rerouting fee). I'm told this will be in 24-72 hours.
Jan 17, 2022, 7:33 am
#50
Join Date: Jun 2014
Location: Boston
Programs: UA 1MM 1K, Hyatt Something-ist, Marriott Gold, SPG Gold
Posts: 109
Dean19 What time of day were you able to connect with the US call center? I've never gotten anything other than an immediate busy signal...
Similarly I've not been able to get Kris the Chatbot to tell me anything other than "all representatives are currently engaged". I suppose I'd have better luck with SIA status, which I unfortunately do not have today.
Similarly I've not been able to get Kris the Chatbot to tell me anything other than "all representatives are currently engaged". I suppose I'd have better luck with SIA status, which I unfortunately do not have today.
Jan 17, 2022, 8:50 am
#51
Join Date: Feb 2013
Location: New York, NY
Posts: 61
Dean19 What time of day were you able to connect with the US call center? I've never gotten anything other than an immediate busy signal...
Similarly I've not been able to get Kris the Chatbot to tell me anything other than "all representatives are currently engaged". I suppose I'd have better luck with SIA status, which I unfortunately do not have today.
Similarly I've not been able to get Kris the Chatbot to tell me anything other than "all representatives are currently engaged". I suppose I'd have better luck with SIA status, which I unfortunately do not have today.
I got in the Kris chatbot que at the same time and was prepared to give them a few hours of my time.
Luckily someone connected on the phone after about 50 somewhat minutes.
Before the call I did check online to see what was available and had that info ready for the agent, but the agent found me a better flight on the same day that was actually showing as "waitlisted" online.
Good luck!
Jan 18, 2022, 7:27 pm
#52
Join Date: Jan 2022
Posts: 1
No More Customer Service in SQ ?
I've still on hold after 2 hr 45 mins ! I've tried different numbers too, both from US and also dialed into Singapore local number. Each time, I'm on hold for over an hour and still cant get a hold of a live person.
The Chatbot is useless.
The Chatbot is useless.
Jan 19, 2022, 3:45 am
#53
Join Date: May 2009
Posts: 474
Another couple of data points. I have managed to get through after hold times of 30+ minutes. Calls have dropped both times and SQ have called back efficiently. However nothing else has been efficient, my flight change has not been resolved, and neither agents give me any confidence that they know what they are doing - the reasons (excuses?) keep changing. I have a "case number" and am assured I will be called back...we shall see. This is for a change of a single flight, same class, same route, which should be able to be done online. Very frustrating.
Jan 19, 2022, 10:28 am
#54
Join Date: May 2005
Programs: AA Exec Plat, UA Silver, Hilton Diamond, Marriott Titanium, IHG Plat, Hyatt Globalist
Posts: 77
Another DP: called this morning at 10:45am Eastern, on hold for 30 minutes, award ticket on United canceled in 3 minutes. Miles were back in my account within 2 hours.
Jan 19, 2022, 3:40 pm
#55
Join Date: May 2009
Posts: 474
Jan 19, 2022, 8:32 pm
#57
Join Date: Aug 2006
Location: San Diego, CA
Programs: CO *G, UA 2P, Starwood Gold, Hyatt Platinum
Posts: 149
Another data point.
Called 2 nights ago to cancel award booking and rebook new flight. Called approximately 5pm PST 30min wait but got a competent and helpful agent who cancelled the original booking and created a multi-class booking for the second flight, and put a hold on it until the miles were credited back into the account. 48 hours later miles were credited back.
Called again today around 5pm PST, 20 minutes hold and was able to get another agent to confirm the ticket, and fully book another multi-class award without issue. Surprisingly best service I've had with SQ in years back to back.
Called 2 nights ago to cancel award booking and rebook new flight. Called approximately 5pm PST 30min wait but got a competent and helpful agent who cancelled the original booking and created a multi-class booking for the second flight, and put a hold on it until the miles were credited back into the account. 48 hours later miles were credited back.
Called again today around 5pm PST, 20 minutes hold and was able to get another agent to confirm the ticket, and fully book another multi-class award without issue. Surprisingly best service I've had with SQ in years back to back.
Jan 19, 2022, 9:11 pm
#58
Join Date: Aug 2018
Location: PIT
Programs: AS Peon
Posts: 202
Are people that are having success with contacting them have flights with them within 72 hours? Or status? I've been calling every day for the past week and have had several 3+ hr waits, and many 1 and 2+ hour waits and not once have I talked to someone. I've tried chat and most of the time I can't get in the queue, and the few times I have got into the queue, it kicked me out after an hour without talking to someone. I've sent a message via the form online and so far got the canned response with 15 business day estimate...
I don't have travel until the end of March (and its what I'm calling about, so I say as much in the phone tree), so I'm wondering if they could be highly prioritizing upcoming travel and I'm just always at the very end of the queue? Prioritizing members with status makes sense, but ideally after 2+ hours of waiting I'd start to be moving up the line, but it sure doesn't seem like it.
I don't have travel until the end of March (and its what I'm calling about, so I say as much in the phone tree), so I'm wondering if they could be highly prioritizing upcoming travel and I'm just always at the very end of the queue? Prioritizing members with status makes sense, but ideally after 2+ hours of waiting I'd start to be moving up the line, but it sure doesn't seem like it.
Jan 20, 2022, 10:23 am
#59
Join Date: Jul 2011
Posts: 105
Welp, 20 days after getting assured my miles would be back in my account that day and they're still not there. After hours on hold multiple times and also via chat gotten assurances it was escalated and would happen within 24 hours, but the miles still aren't there. This has been by far the most ridiculous airline customer service experience I've ever had, particularly because every other airline I've ever used does all the miles redeposit automatically. Nothing to do but keep trying until someone finally actually pushes it through.