KrisFlyer Call centre is beyond terrible

[bean]

If I ever have to talk to the Singapore Krisflyer call centre again i will throw up!!

Every call is an arduous process that takes an hour minimum of you repeating yourself adnausuem until you eventually by sheer luck have them indicate they understand...only to prove themselves wrong and tell you they will have to call you back.

Recent experiences:
Trying to select book the cook meals online for a suites flight 42 hours out from flight and website says to call the call centre. Call and am put through to India only to be told book the cook needs to be booked 48 hours before.

Ummmm no right here in front of me it’s says 24hours before. This guy continues to argue with me for the next 30 minutes that there is nothing he can do and it needs to be done 48 hours despite it clearly saying 24 hours before on the selection page!!!! So frustrating!!! So I ask to talk to his supervisor then all of a sudden what do you know-he can amazingly book the meals for me!! I don’t know what was more frustration-arguing with him for 1 hour about something clearly stated on the site, that he lied about being able to book the meals, or that it took the threat of talking to his supervisor to get anything done. I then spent a further 40 minutes having him manually select the meals!! Just totally inadequate and unacceptable.

Next call-I had some waitlists clear for my wife and I to suites but as they only let you book 2 waitlist I was unable to get a third for our son. So I elected to swap my son for my suite class booking so that Mum and son flew in suites together and I’d remain in business. So all that was required was a change of name on the waitlist from my name to my sons-baring in mind here had been no ticket issued as yet from the waitlist! Again another 1.3 hour call of back and forth until eventually I asked to speak to the supervisor and again amazingly what was previously impossible is now possible.

And now that Mum is in first I want our infant to be upgraded from business to suites. I have already paid $1,300 for the infant ticket in J class and now they want to charge a further $1,500 to have the infant travel with Mum from London to Singapore in suites!!! What the hell??? So I call back asking to explain the charge-after waiting 30 minutes for someone to answer I am connected to India (shudder..). I then spend the next hour with a guy who claims he can’t see that I have ANY bookings!!! Seriously this is so frustrating!! After putting me on hold for 10 mins he eventually comes back and says he is unable to help me and I will have to wait for a call back!!! Another 1hr+ of my life wasted...


What on earth is going on with these guys? Incompetence would be a compliment. Surely is making me never want to fly with them again.

 

[ozjuice]

I have found simpler tasks to be almost impossible. You really have to know your facts otherwise they tell you things that are just not right. You have to stick to your guns!

 

[itsBella]

Some call center agents tend to be rude, its like they need to undergo training all over again. I guess it's not just you who felt frustrated with their service. It will be better if BPO companies send a review of the agent's service so that they will know how to deal with their clients properly.

 

[zenyattamondatta]

All I can say is that the above differs entirely from my experience over the years of making various redemption bookings and itinerary changes of varying complexity. One of the better airline call centres I've had to deal with.

 

[lovetravellingoz]

I have always had quite good service. Indeed on some occasions they have gone beyond what they were meant to do. ie One time my eldest daughter's Uni time suddenly cleared up and so we wanted to get her to Europe to join the rest of the family who I had long ago redeemed for. Using *A as SQ was already taken they initially also said no, but after a friendly chat the rep offered to do her best to see what she could do. Rang back 8 hours later with J seatr on Flight to Europe that the rep had managed to get opened up.

 

[Cruiser Elite]

SQ should just be avoided like the plague - period! Call ctr problems go away.

 

[SOPOOR]

Are all the call centre staff in Singapore?

I've called them twice now and although it wasn't that straight fwd. Once they understood what you wanted, they tried their best and got things done

, I am. Thankful it wasnt in the Philippines. They are the most frustrating and useless people to deal with

 

[Denali]

I phoned them about 2 weeks ago with a VA reward booking and they were very helpful.

 

[dajop]

The advice on Flyertalk is call during Singapore business hours on the Singapore number . And if that still gets you to India, then dial 2 for Chinese language as most Singaporean Chinese speak both English and Chinese.

Although sometimes if calling via Singapore number they do have problems with non Singapore issued tickets.

 

[Anna]

I've never tried the SQ call centre but I know that with any problems in Singapore it is best to remember that the person you are dealing with is unlikely to react well to anything that involves a perceived 'loss of face' so even when they are 100% in the wrong, pointing that out is unlikely to get you anywhere. I've learned to try to rephrase what I say compared to what I would say to someone in Australia. Frustrating, but c'est la vie I guess.

 

[bean]

So an update, after waiting for a call back got never came I was put through last night to an Indian call centre. I’m OS at the moment and they may be part the problem-when I call I don’t get through to actual Singapore people. This shouldn’t be my problem though, they should have consistent standards.

Anyway Pardeep after wasting 40 mins of my time couldn’t help and said he would also get someone to call me back.

Wake up the next day still no call so I call them. Get through to Singapore (I think, maybe Phillipines) and again repeat my simple request -“I want to know how many miles will be deducted from my account if I proceed with the clearing the waitlist tickets”

I had to repeat this simple question in 5 different ways as slowly and simply as possible. My first answer was 260,000 points...no that’s not right. You will need to cancel the existing booking and refund the miles and the difference between that amount and what is required is what is to be deducted from my account. Sorry sir I will have to get someone to call you back. Uh no, i have been shuffled around for he last 4 days, if you can’t answer get me someone who can. On hold for 10 mins. Next answer, 130,000 miles.

Is that total or per ticket. On hold for 10 mins. Sorry sir the amount is 43,000 miles. Ok, is that total or per ticket. Sorry sir what is your question.....sigh....deep breath....I want to confirm how many points will be deducted from my account if I proceed with the waitlist tickets tacking into account the credit of miles from canceling the existing tickets....on hold for another 10 mins....sorry sir it is 40,000 miles. Ok so that total for all 3 tickets, yes sir, are you sure, yes sir. Great ok lets proceed.

Provide my credit card and then she claims she is unable to process the payment and will have to get someone to call me back.

Oh no way in hell im going through this again. Get me someone who can do this now. On holding for another 10 mins. Sorry sir I can do this for you. Ok great so just again confirming all three tickets are now cleared.

Um sorry sir this is just for one ticket......me taking a really deep breath. No....as I have said to you a number of time there are three tickets-2 adults and an infant. Oh ok sir please hold. Another 10 minutes...ok sir that is all fine and you will receive confirmation via email shortly.

Ok, so just confirming all three tickets are now upgraded and cleared. Yes sir. Are you sure as I don’t want to have to call back again. Yes sir. Just one more time confirming, yes sir.

So what comes through confirmed via email...only two f$(&ing tickets!!!!!

I swear I’m going to loose my mind... never again will I fly with these imbeciles. All cash and points will be going elsewhere.

 

[cove]

When my son had a visa issue the call centre in Singapore was amazing. I love them. We don’t go book the cook as we are fine with the menu.

 

[ozjuice]

I would think that the situation depends on the difficulty of the problem. The harder the issue the more frustrating it is to get the correct outcome. I too have had very good customer service but when posing a complicated matter it can be very annoying. Sometimes they just seem like they have no idea of their own rules. I mentioned on a previous thread that they told me my flight was NOT upgradeable and after a long wait and numerous attempts I finally upgraded as per their T&C's. Then none of them knew how many points were needed correctly to upgrade until i repeatedly told them. We got there in the end.

 

[Cruiser Elite]

SQ have 3 dedicated call ctrs as well as ALL of the stations in each country they have services to. The 3 dedicated call ctrs are in Singapore, India and Philippines.

The ONLY call ctr you should ever call is Singapore - if you are based in Australia simply dial 02 8228 1188 and it will divert directly to the Singapore ctr - it will NEVER divert to India or Philippines. (This has been posted ad nauseam in the SQ Tips, Trips and Tales' thread)

If you are not based in Australia then call the Singapore call ctr direct on +65 6789 8188.

DO NOT WASTE YOUR TIME calling any other numbers - call either of these 2 ONLY.

NO call ctr will have a 100% track record - staff come and go - new staff arrive and need to learn - experienced staff leave and take that experience with them.

IME - and it is very extensive - SQ call ctr staff in Singapore are EXTREMELY competent and EXTREMELY pleasant to deal with - be polite to them - clearly understand what you would like to achieve on the call and clearly understand that the outcome you are seeking is indeed possible and achievable.

If initial agent you contact with does not seem to have a grasp of query or outcome you desire then simply ask for a Manager / Team Leader or HUACA - but whatever you do make sure you are clear on the FACTS of what you are seeking to achieve.

But as always - YMMV.

 

[SOPOOR]

If I ever have to talk to the Singapore Krisflyer call centre again i will throw up!!

Every call is an arduous process that takes an hour minimum of you repeating yourself adnausuem until you eventually by sheer luck have them indicate they understand...only to prove themselves wrong and tell you they will have to call you back.

Recent experiences:
Trying to select book the cook meals online for a suites flight 42 hours out from flight and website says to call the call centre. Call and am put through to India only to be told book the cook needs to be booked 48 hours before.

Ummmm no right here in front of me it’s says 24hours before. This guy continues to argue with me for the next 30 minutes that there is nothing he can do and it needs to be done 48 hours despite it clearly saying 24 hours before on the selection page!!!! So frustrating!!! So I ask to talk to his supervisor then all of a sudden what do you know-he can amazingly book the meals for me!! I don’t know what was more frustration-arguing with him for 1 hour about something clearly stated on the site, that he lied about being able to book the meals, or that it took the threat of talking to his supervisor to get anything done. I then spent a further 40 minutes having him manually select the meals!! Just totally inadequate and unacceptable.

Next call-I had some waitlists clear for my wife and I to suites but as they only let you book 2 waitlist I was unable to get a third for our son. So I elected to swap my son for my suite class booking so that Mum and son flew in suites together and I’d remain in business. So all that was required was a change of name on the waitlist from my name to my sons-baring in mind here had been no ticket issued as yet from the waitlist! Again another 1.3 hour call of back and forth until eventually I asked to speak to the supervisor and again amazingly what was previously impossible is now possible.

And now that Mum is in first I want our infant to be upgraded from business to suites. I have already paid $1,300 for the infant ticket in J class and now they want to charge a further $1,500 to have the infant travel with Mum from London to Singapore in suites!!! What the hell??? So I call back asking to explain the charge-after waiting 30 minutes for someone to answer I am connected to India (shudder..). I then spend the next hour with a guy who claims he can’t see that I have ANY bookings!!! Seriously this is so frustrating!! After putting me on hold for 10 mins he eventually comes back and says he is unable to help me and I will have to wait for a call back!!! Another 1hr+ of my life wasted...


What on earth is going on with these guys? Incompetence would be a compliment. Surely is making me never want to fly with them again.

I know exactly how you feel.

Every time I deal with any Philippines call centre it's like I'm talking with someone in a different language who is either mentally challenged or just plain stupid
You ask for one thing, they give you a irrelevant answer, you tell them they're wrong and you ask again.. And they keep on repeating the wrong answer over and over again.

You ask them to use common sense, they're isn't any there.

It's the most frustrating thing I have ever come across, now when I hear a Philipino accent I just ask them to transfer me to. Someone in Australia

Amex is a perfect example, problems which took me 5 calls and 10mins each time I asked for an aussie rep and it was all cleared in 5 mins

 

[Cool Cat Phil]

Some call center agents tend to be rude, its like they need to undergo training all over again. I guess it's not just you who felt frustrated with their service. It will be better if BPO companies send a review of the agent's service so that they will know how to deal with their clients properly.

I hear you.
Its rare for any BPO to attract high calibre call centre agents due to the repetitive nature of the work and the ridiculous micro-managing that goes on behind the scenes with a constant focus on Average call handling Times and agents adherence to schedule.
I've been reading quite about the sector for my Post graduate study - and it does not make for pleasant reading. The large BPO operators located in the Philippines & India, have had a detrimental impact to the brand loyalty of many corporations, including Airlines, Energy providers & Telco's
Needless to say, does anyone know who SQ utilises to handle their BPO operations?

 

[bean]

SQ have 3 dedicated call ctrs as well as ALL of the stations in each country they have services to. The 3 dedicated call ctrs are in Singapore, India and Philippines.

The ONLY call ctr you should ever call is Singapore - if you are based in Australia simply dial 02 8228 1188 and it will divert directly to the Singapore ctr - it will NEVER divert to India or Philippines. (This has been posted ad nauseam in the SQ Tips, Trips and Tales' thread)

If you are not based in Australia then call the Singapore call ctr direct on +65 6789 8188.

DO NOT WASTE YOUR TIME calling any other numbers - call either of these 2 ONLY.

NO call ctr will have a 100% track record - staff come and go - new staff arrive and need to learn - experienced staff leave and take that experience with them.

IME - and it is very extensive - SQ call ctr staff in Singapore are EXTREMELY competent and EXTREMELY pleasant to deal with - be polite to them - clearly understand what you would like to achieve on the call and clearly understand that the outcome you are seeking is indeed possible and achievable.

If initial agent you contact with does not seem to have a grasp of query or outcome you desire then simply ask for a Manager / Team Leader or HUACA - but whatever you do make sure you are clear on the FACTS of what you are seeking to achieve.

But as always - YMMV.

Well I woke up at 4am euro time to make sure I got the Singapore CC...experience was as follows-

Took 10 mins for someone to answer, no problem understand they are busy

Lady answered, I explained to her that this is now my 5th day in a row I’ve had to call to try to sort out something that should have been completed in one call. I explain that the booking has two people, mother and infant but there has only been a ticket issued for the mother, why has there been no ticket received via email for the infant.

On hold for 10 mins. Lady came back and was really pleasant and apologised for the delay. I explained that I’m calling on the mobile from overseas and all of these calls and being on hold is costing me a fortune. She apologised again a and put me on hold. She came back after about another 10mins again apologising and asked to call me back to save me money-what a lovely gesture!!

So she calls me back and then puts me on hold again, another 20mins of hols and apologies and she comes back and says she will have to get someone to call me back...

I ask why is there a problem, why can’t the ticket be issued, online everything is confirmed and laid for. She doesn’t know why.

So I’m back still at square one...but at least this lady was super pleasant which made all he difference!!

 

[burmans]

Have to say this is so unlike my experience with SQ. In general I far prefer to do things online rather than calling up, this includes airlines, banks, telco, utilities.

SQ Is my one and only exception, aside from once having a poor line, in my many calls they have been universally excellent, answer really quickly and solve my problem fairly quickly.

 

[ermen]

i concur that the singapore call centre staff are very competent. so you need to get them using methods that others said.

on the other hand i had a bit of a complex problem yesterday and was put through to Phillippines call centre. guy was helpful and tried to proactively fix the problem.

no excuse for incompetence for simple tasks though.

 

[bean]

Ok so all problems have now been resolved. It seems the clear answer is avoid the Phillipines and Indian call centres AT ALL COSTS!!! The Singapore team cleaned up in a couple of hours what the other jokers couldn’t in 5 days.

It’s a shame they are being tarnished by the same brush. I take back what I said about SIA as I blamed them for an outsourcing issue.