Best way to contact SQ these days

burmans

Senior Member
Joined
Feb 21, 2006
Posts
7,740
I've had a reward flight cancelled mid December (Air NZ to Wellington) but Singapore Airlines have yet to contact me despite it saying they will when I go into manage my booking.

I've heard they are hard to contact at the moment, tried the chatbot but it always says they are busy. Anyone with recent experience on the best way to contact them currently? Still have a week until my (cancelled) flight but don't want to leave this until the last minute.
 

asterix

Member
Joined
Oct 9, 2008
Posts
443
I had flights on Qantas metal with Air NZ codeshare booked using Krisflyer points cancelled in October and even though it said they would contact me, nobody every did, so I just called the Australian number on the website and they credited the points and taxes back to me.
 

jakeseven7

Senior Member
Joined
Sep 9, 2005
Posts
9,614
I have had to use this very same number on multiple occasions over the last month or so. On each occasion I was on hold average of around one hour before it was answered :-(

Same…. 60-90 mins….

They’ve had heaps of flight cancellations and heaps of people calling.
 

coriander

Established Member
Joined
Sep 13, 2014
Posts
1,827
Qantas
Platinum
Virgin
Red
Just had the SIN-MEL sector of a ZRH-SIN-MEL trip for Oct 2022 canclelled. As mentioned above, the "Manage Booking" page said "we'll call you". Thanks for the advice to not wait, I'll just ring and hold.
(It appears they've cut SIN-MEL from 3 flights per day to one departing 0025h - transit time looks as if it's going from 2 hr to 18hr ).

Bother.
 

dajop

Enthusiast
Joined
Jul 1, 2002
Posts
13,121
(It appears they've cut SIN-MEL from 3 flights per day to one departing 0025h - transit time looks as if it's going from 2 hr to 18hr ).

Bother.

Is this an F or PE booking? If so, yes only 1 flight a day that carries F and PE seats., but EF is still showing 4x day for those travelling in J or Y.
 

coriander

Established Member
Joined
Sep 13, 2014
Posts
1,827
Qantas
Platinum
Virgin
Red
Is this an F or PE booking? If so, yes only 1 flight a day that carries F and PE seats., but EF is still showing 4x day for those travelling in J or Y.
Yes it is/was an F booking (our first ever on SQ) - was 777 ex ZRH and ex SIN when booked. We've already had our seats changed from window to aisle - we had to change it back. Looking at bookings on SQ thety've changed the plane from 777 to A350-900 which must not have F.
 

Gold Member

Established Member
Joined
Feb 12, 2008
Posts
1,376
Just had the SIN-MEL sector of a ZRH-SIN-MEL trip for Oct 2022 canclelled. As mentioned above, the "Manage Booking" page said "we'll call you". Thanks for the advice to not wait, I'll just ring and hold.
(It appears they've cut SIN-MEL from 3 flights per day to one departing 0025h - transit time looks as if it's going from 2 hr to 18hr ).
I'm in the same boat. I rang SQ yesterday and after waiting for 45 minutes was hung up on. Another 1.5 hr wait got through to someone.

Despite seeing Saver First availability online, the agent assures me that she cannot see that inventory because it's for new award bookings, and that her system will only show her availability for existing bookings, and there isn't any availability - HTF? So I suggested how about I make a one-way award for that segment, quote you the reference number and you just then merge it into the same itinerary? "Computer says no, and we can't do that".

So right now I am without the first leg of my trip which means I have to make my way to SIN and commence the award there, and upon return I have to finish my award in SIN and make my own way back. Thanks SQ :(

Any ideas/tricks/workarounds?
 

jakeseven7

Senior Member
Joined
Sep 9, 2005
Posts
9,614
No idea - call centre massive waits and hopeless staff. I tried email took 2 weeks for a copy and paste irrelevant reply…
 

Michaael

Junior Member
Joined
Apr 1, 2018
Posts
12
My experience is different. I called using the generic phone number got through within 20min.

My issue was easy to solve, but I wasn't waiting on hold for 5 hours like qantas.
 

MathNerd

Member
Joined
Sep 2, 2018
Posts
432
Qantas
Bronze
Virgin
Red
Just had the SIN-MEL sector of a ZRH-SIN-MEL trip for Oct 2022 canclelled. As mentioned above, the "Manage Booking" page said "we'll call you". Thanks for the advice to not wait, I'll just ring and hold.
(It appears they've cut SIN-MEL from 3 flights per day to one departing 0025h - transit time looks as if it's going from 2 hr to 18hr ).

Bother.
Sounds like the result of an equipment swap - all 2022 MEL-SIN/SIN-MEL fights were listed on 777-300ER metal but last week this changed to A350-900. I believe the A350 was initially scheduled to only host the route up until the end of March 2022 but SQ must see a reason to keep them plying this route longer.
Possibly due to low F demand (or even fuel costs, the A350 I've heard is quite efficient?).
 

Finale

Active Member
Joined
Aug 17, 2009
Posts
678
I had to call SQ a few times last month ans each time it took from 45 mins to over an hour. Now that I'm in Thailand, I used Google Voice to call the US number +18337270118 3 times and first time was 5 min hold (early Dec), instant on the seccond and 7 mins on the third (today). Not sure if being Kris Gold (from transfering miles) helped.
 

jakeseven7

Senior Member
Joined
Sep 9, 2005
Posts
9,614
I had to call SQ a few times last month ans each time it took from 45 mins to over an hour. Now that I'm in Thailand, I used Google Voice to call the US number +18337270118 3 times and first time was 5 min hold (early Dec), instant on the seccond and 7 mins on the third (today). Not sure if being Kris Gold (from transfering miles) helped.

Thanks for posting your tip… I also tried international numbers but got the same massive wait and same useless call centre… maybe it was the dates you called being big public hols that helped?
 

kamchatsky

Established Member
Joined
Mar 8, 2006
Posts
3,231
After endless number of calls to their hopeless call centre, as well as emailing to them directly and getting no response for the last 3 months to try to get my points and taxes refunded. I ended up emailing to their Krisflyer Social Media email address (Krisflyer_social @ singaporeair. com. sg), and got response from their Singapore based CSO within 1 business day. My request to get ticket refunded got actioned within 5 business days. I got my 260k KF points back. Now just waiting for taxes back onto my credit card (they said could take 6 weeks but I am, not too worried).

That email address above is displayed on their Facebook page so ok to use.

 

Lemon_Party

Active Member
Joined
Jan 30, 2016
Posts
599
Qantas
Gold
Virgin
Gold
Took 4 calls and coughulative 7 hours on hold to change an award booking. One call lasted 3 hours before I got through to an agent not trained in redemption bookings who guaranteed I’d get a call back. This was after giving up a couple of times at a brief 90 minutes on hold. Yesterday I called at 6am and had a short 1 hour on hold to again reach someone untrained in redemptions - but was transferred to someone who could help after a little more holding.
 
Vinomofo is the best wine deals site on the planet. Good wines, real people and epic deals, without all the bowties and bs.

AFF Supporters can remove this and all advertisements

Enhance your AFF viewing experience!

From just $6 we'll remove all advertisements so that you can enjoy a cleaner and uninterupted viewing experience.

And you'll be supporting us so that we can continue to provide this valuable resource :)


Sample AFF with no advertisements? More..
Top