Changing e-mail on booking - 'security'

[RooFlyer]

About 2 months ago, I changed my contact e-mail on my KrisFlyer account, quite easily, and it shows up in my profile. I received a marketing e-mail to here, so it works OK.

Today I need to change a redemption booking - dates and route, and I also did it on-line very easily. for SQ.

However, when I selected seat and meal on the new flights, the confirmations went to my old e-mail.

So I called up Customer Service to see what was up. Agent at first had difficulty understanding what my problem was - she could see the new e-mail in my profile. After a lot of back-and forth, we figured out that the old e-mail was associated with the reservation and will remain so until its changed at their end. Seems a bit bizarre - can anyone say if that sounds right with SQ?

But the kicker is this. To get them to change the e-mail on my reservation, to the one that's clearly already in my profile, they want me to e-mail an image of the photo page of my passport to kf_contact@ .... Why? 'Because of security protocol'. Yeah - I changed my primary account e-mail and entirely changed the reservation on-line without this security requirement kicking in. Again, I'm asking them to change a reservation e-mail to the same that's already in my KF profile.

@Cruiser Elite - can you suggest an avenue I can use to get this fixed without having to broadcast my passport image to some e-mail address somewhere? PM welcome if needs be

 

[Cruiser Elite]

Simple call back and ask for a Manager and don’t get off the line until they fix that

 

[RooFlyer]

Simple call back and ask for a Manager and don’t get off the line until they fix that

OK, will try, tomorrow; I did ask for it to be escalated to manager on the call, but she just said to use the e-mail.

 

[RooFlyer]

Nup. In spite of me demonstrating today, in writing after an unsuccessful call, that I:

* Changed the KF account e-mail a couple of months ago

* Changed the redemption booking in question - route and dates - yesterday

* Can access the account (provided a screenshot of my profile); this required me to receive a OTP via mobile to access the profile page

* Gave them the booking reference a couple of times

* Gave them a partially **** disguised passport number and expiry date, that they could match to what's in my KF account

... they still want

In order for us to access your booking and assist you further, we will require the following information:

• Flight itinerary (Flight Date + Departure/Arrival City)
• Number of passengers

Furthermore, as email in the flight reservation is a highly sensitive and crucial piece of information, we require a passport copy to assist with the change of email address for bookings for security purposes.

Like, the PNR isn't sufficient to ID the flight. I wonder what exactly they propose to do with the passport photo page. Do they have a photo of me to cross check? All the other info is in my profile!!

I've given up getting the booking e-mail changed; what a bunch of numpties. But I shall enjoy stretching out the conversation demonstrating how ridiculous their 'security' is.

 

[RooFlyer]

Latest.

I replied to their second e-mail requesting a copy of the photo page of my passport to change the e-mail in a booking (delining) and got a reply - now saying that the booking e-mail cannot be changed at all. "We seek your understanding in this matter."

Really.