Can't 'submit' after selecting radio button for flight when changing reward flight

[rechoboam]

I have June flights via KF which I want to change until December. I can select the new flights but can't push the button to submit the request, it's greyed out. I can't get hold of anyone at SQ..seems like they never refunded 500k points from a trip never taken in December 2020 and I keep going on hold for 2 hours or more, have never reached anyone...is this a known website problem.

 

[drron]

Well I have never got it to work. At the moment it is an absolute farce trying to change reward flights.

 

[daft009]

I changed mine couple of weeks ago online myself. Was an end March 2022 trip, now late August 2022

no issues

 

[lahlee]

I had an awards booking that needed to be changed due to Singapore Airlines cancelling 2 of my flights, and moving me to SIN-PEN flights on Scoot that left 12 hours before I arrived into SIN (why does their system even allow this?). MEL-SIN-PEN PEN-SIN SIN-MEL

Yesterday I heard Malaysia had announced they are reopening on April 1 (thanks for posting about this, kind AFF member!)

Then I had the unpleasant experience of being on hold for literally 4 & 1/2 hours, then spending 1& 3/4 further hours with a customer service agent repeatedly putting me on hold for 15-20 mins at a time to go check with other people (supervisor?) to try to change my booking.

I did manage to get my awards flights changed, but it was a debacle.

In the end he insisted they did a refund on the initial booking, and made a new payment for the corrected booking. My brain was so fried I could not figure which credit card to use in order to have some travel insurance, it took me 3 goes at 'timing' out and restarting....

I have never needed to totally cancel a booking when making a change to flights (I was only changing 2 of 5 flights).

Apparently it will take up to 6 weeks for the refund to come through, and they have my new payment for exactly the same amount. This does not seem right to me. But I'm happy to have some flights sorted now. First world problems, I know!

 

[drron]

I changed mine couple of weeks ago online myself. Was an end March 2022 trip, now late August 2022

no issues

Over a month ago I began the Saga of trying to change my 15/3 flights BNE - SIN as we cancelled our UK/Japan trip due to the almost certainly inability to travel to Japan in early April.
I tried to change on line and I had the same experience as the OP. So I sent off their online form getting the automated reply that they would answer in 5 business days.I gave them 10 but no response so I rang a little over 2 weeks ago waiting for nearly 4 hours to get on. Then told the relevant department was too busy but they would ring back within 24 hours. They still haven't

So a few more forms and using chat which was useless. So a week ago rang again. only 2 hours to get on and put straight through to the relevant department. After about 25 minutes told my flights have been changed but there was a problem with the revenue system and they couldn't determine if their was any extra price to pay. Was told that revenue would email me the next day with any price difference and how to pay. They still haven't.

So today My flights in my account are still for the 15/3 and on Tuesday got the email on how they will be pleased to welcome me back on board on the 15th.

So now on chat to a live agent. waiting for the connection for 1 hour so far. That is after giving up yesterday's phone call after 4 hours waiting.
And all this after I became KF gold. Obviously all that glitters isn't.

 

[drron]

My time on Chat was terminated but not by me.
Finally submitting a formal complaint.

 

[daft009]

perhaps mine was easy to do DIY as it was only a date change?

origin & destination never changed

 

[drron]

Mine is only a date change on the same flight number. But it said it couldn't be done online.

 

[lahlee]

Be careful with expiring miles too, I have just discovered that since they decided to cancel my flights and book from scratch I have lost 4163 points that would have expired in Dec 2021. I know I can likely get them back by getting in touch with them (I can't face doing it yet), but if they had just changed my booking instead of cancelling it the points would have not disappeared. I suspect the CSO did not know how to change a booking, so he just cancelled it to make it easier at his end. This is customer service you might expect from a no-frills airline...

 

[drron]

All associated ancillaries purchased will not be refundable with this cancellation.











124,000 miles have expired and will be refunded with this cancellation.




Same here. They rang back 80 minutes after I sent my complaint but said I could not change the booking to May as my original ticket expires on 7/4/22. Told I have to cancel on line and rebook.
Well first if this was the problem why hasn't anyone replied to my several requests for change with that message.

So I go to cancel on line and get this-

Miles to be redeposited to your KrisFlyer account:
0 miles
Taxes and surcharges to be refunded to the Amex Card used for your booking:
xx_xx_xx_XX AUD 233.76

But just under that is this.

Read and accept the cancellation policy​

By proceeding with this cancellation, all the tickets in this booking will be submitted for refund processing (subject to the fare conditions).

For tickets paid with KrisFlyer miles and a credit/debit card, the maximum amount paid with the credit/debit card will be refunded first. The remaining amount, if any, will be refunded in KrisFlyer miles.

The credit card service fee will not be refunded.

Well I certainly am going to go for the reinstatement of points. Then the email has this -

All associated ancillaries purchased will not be refundable with this cancellation.

124,000 miles have expired and will be refunded with this cancellation.

But then I hit cancel and it says can't be cancelled on line again. WTF.

 

[drron]

So I went to my bookings this morning and my flight for tomorrow has disappeared through no confirmation email.
But I now have 2 bookings for May BNE-SIN. But my booking SIN_BNE has disappeared.

I had been thinking I might switch to Star as we both have LT OWS but requalifying OWE is unlikely. That plan I think has gone out the window.

 

[drron]

Back home and the email confirming cancellation of tomorrow's flight has arrived and a good result by the look of the wording.

For redemption or Mix KrisFlyer Miles and Cash ticket(s) we will refund all the miles used for these ticket(s) to the KrisFlyer account(s) where the miles were originally deducted from, and the cash to the original mode of payment. If the miles utilised for the ticket(s) have expired, the validity period of these miles will be extended.

I am sure this occurred because I was given the option for feedback with that last call and took it. Said I didn't think all my problems had been sorted.
So lesson. If things are turning out to be a real cluster.... then fire of a complaint sooner rather than later and don't say things are right until you are damn sure things are right.

My return flights have reappeared but still 2 bookings for flights to SIN. but one now says not ticketed.