Credit with Singapore Airlines

[Strongarm]

I don't fly Singapore Airlines very often, but recently booked a ticket and due to unforeseen circumstances had to cancel. The Travel Agent said I would be issued a credit with SA and could be used within one year of the booking.

A few months later and I've contacted the TA and requested a new booking, utilizing the credit. It seems the TA I spoke to a few months ago has departed and there is no record of any credit being held. Luckily, I keep everything and forwarded a number of emails showing a credit was confirmed for $2,170.

In booking my new ticket, the fare is $1,900, and assumed I would just forfeit the residual $270, or maybe receive a credit for $270. Either way I wasn't concerned.


The TA tells me the new ticket must be of equal or greater value if I wish to use the credit, which means I jump to a higher (and much more expensive) fare and I have to pay the difference. Does this sound correct, why would I have to purchase a ticket of equal or greater value? I've asked the TA send me the official terms and conditions from Singapore Airlines stating this.

Any advice appreciated.

 

[Pushka]

Can you check the fare class of the original ticket? This doesn't sound right that you have to book an equal or higher level if as you say you are happy about not getting the balance of the money refunded. I think it's a TA thing not an SQ issue.

 

[dajop]

Yes that sounds right, standard practice amongst many legacy carriers. They way to achieve it is to is try get on higher fare basis as close as possible to original credit.

 

[albatross710]

The TA tells me the new ticket must be of equal or greater value if I wish to use the credit, which means I jump to a higher (and much more expensive) fare and I have to pay the difference. Does this sound correct, why would I have to purchase a ticket of equal or greater value? I've asked the TA send me the official terms and conditions from Singapore Airlines stating this.
.

That sounds like Travel Agent thinking the terms that Qantas and Virgin use and perhaps they haven't looked at your exact situation. Bearing in mind that I too don't know your exact situation I haven't personally heard of SQ carrying 'credits'.

I looked at the most restrictive cancellation condition at the moment:

[TABLE="class: fareRuleTable fareCondition"]
[TR]
[TH="bgcolor: #F3F2EE, align: right"]Cancellation/refund[/TH]
[TD="colspan: 2, align: center"]Not allowed
Ticket is non-refundable except for fuel surcharges and airport taxes[/TD]
[/TR]
[/TABLE]

So, it is going to depend upon your exact fare class and booking conditions. Trying to get cash from a travel agency from an error from a now departed agent is going to be interesting. Bit it sounds like you are well documented.

I wager you can do better than the first offer and do better than the next offer that they come back with.

Alby