Involuntary Change Points Travel

[RB]

Wondering if any other members are facing the same situation.
For Sept 2022 we had a points booking for SQ 355 MXP-SIN then a 2hr 35min stop then SQ211 SIN-SYD all on one booking reference for 2 passengers in J.

We were contacted by SQ to advise that there had been a schedule change. They proposed we travel on SQ 355 a day earlier but no change to the SIN-SYD leg. So now a night in Singapore (no mention of compensation). We were advised that SQ would keep us updated if the original became available & they also advised us to keep an eye out for options. We accepted the change on the proviso that if was an involuntary change to be noted on the system.
SQ are now selling the original day SQ355 tickets but award bookings are only available at Advantage rates ( we got in at Saver rates). We have contacted SQ again today and are waiting on a call back by Redemption Dept.
I would appreciate any advice of how to negotiate

 

[Gold Member]

There a lot of people on here that have had similar problems, RB. I had my outbound and return award flights to Europe affected in a similar manner which introduced long connection times and involuntary cabin downgrades. I lost out two First saver awards (4 flights in First) and now have to endure two of the legs in Business. Business class I tells ya! Anyway, the Call Centre will just tell you to find alternative award space (even at Advantage rates). They are apparently powerless to move you onto the most logical/reasonable flight despite their flight cancellation/aircraft substitution.

Despite the obvious realities of rescheduling due to demand/C19 etc, the Cynic in me suspects that SQ strategically adopted this position to help relieve balance sheet pressures by making their customers opt for Advantage awards thereby reducing their liabilities in active miles.

IME, it pains me to admit that even Qantas would be more accommodating than SQ relating to these sort of matters.

 

[jbman]

Interesting, a family member had the same thing happen on the SIN-MXP route with paid ticket for Aug/Sept.

Force a day apart on each flight with no offer of any compensation. They sent an email with the reply saying 15 days response time

 

[RB]

There a lot of people on here that have had similar problems, RB. I had my outbound and return award flights to Europe affected in a similar manner which introduced long connection times and involuntary cabin downgrades. I lost out two First saver awards (4 flights in First) and now have to endure two of the legs in Business. Business class I tells ya! Anyway, the Call Centre will just tell you to find alternative award space (even at Advantage rates). They are apparently powerless to move you onto the most logical/reasonable flight despite their flight cancellation/aircraft substitution.

Despite the obvious realities of rescheduling due to demand/C19 etc, the Cynic in me suspects that SQ strategically adopted this position to help relieve balance sheet pressures by making their customers opt for Advantage awards thereby reducing their liabilities in active miles.

IME, it pains me to admit that even Qantas would be more accommodating than SQ relating to these sort of matters.

Thought I had read a post of yours but couldn't track it with the search function. Thanks for the reply

 

[daft009]

Would this be grounds for a refund without any $ charge?

 

[RB]

Would this be grounds for a refund without any $ charge?

I believe so but that would leave us still in Europe. I am currently waiting on another call from SQ. The handling of our request has become a little farcical. Hold times of calls have been over 2hrs and the booking was cancelled rather than us getting an agreed call from the Redemptions Dept. SQ have agreed the cancellation was an error on their behalf. They are now working on getting seats released at Saver rates.
SQ have been very inconsistent and evasive on why we were originally emailed to say the flight was changed but was then again available but not at saver rates

 

[lahlee]

I'm almost relieved to hear this has happened to others - I thought I had just had really bad luck with 4 flights from 2 different trips being cancelled so far ahead of time. These flights are in May (Japan Trip) and August (Penang/Singapore trip).

I would have thought that since they have cancelled flights they would just open up more award availability to move passengers already booked across to the other flights. It's a bit mean spirited, in my opinion, and I don't think my new found Gold Elite status (albeit 100% gained from points transfers!!) has made any difference, not that I was expecting much, I was just happy with being able to gain entry to the arrivals lounge in Haneda

I had several (fully refundable) hotel bookings that I had locked it at really good prices months ago, now my flights have been moved, it means cancelling some of these and trying to rebook to suit the new flights. In one instance I was not happy to see we'd lose a night in Tokyo, but also have to spend a night in Singapore (like RB, from initial post) due to the HND-SIN flight moving, but our SIN-MEL flight remaining as it was originally booked.

For me the combination of flight changes, plus it being so hard to contact the call centre, and get anything resolved really undermines confidence in planning. Perhaps it's just too soon, there's too many variables, let alone whatever other surprises COVID-19 has for us in 2022.

 

[joffaa]

I have used the live chat with success recently for redemptions bookings that were changed by the airline. The flights that I needed to change to were showing waitlist (saver rates) , however the agent was able to secure me tix for the flights, at saver rates.

 

[RB]

Just reporting back. On 21st Nov received a call from Singapore Air to say our case was being escalated. I mentioned to the caller that I had spoken to him in Jan and July and he had made the same promise to me. On the weekend I noted a change in my Krisflyer account. They have credited the difference between the Advantage & Saver awards. After SQ made the cancellation we ended up having to make our own Advantage based reservation-no help forthcoming from SQ despite us constantly contacting them