Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2011

[Wilberfaust]

My email to Krisflyer:
"I have on my person the Krisflyer Elite Silver Cardwhose expiry is clearly mentioned as Nov 2011. However on trying to log-in the Krisflyer system says my "membership has expired". Quite surprising as I've been a member since the 90s. Also, I recently travelled on the StarAlliance carrier United from Melb-LAX-Denver-EWR...and was trying to check the credit of my points, but obviously can't log-in forthe above reason. What's going on? Can you please assist and advise.."


Extract of Reply from Krisflyer on 15th June:
"Our records show that KrisFlyer account xx_xx_xx_x has already expired. Please be advised that the status of KrisFlyer accounts will change from"Active" to "Dormant" 33 months from the last accrual. The account will subsequently expire if there is no activity within six months of being"Dormant"."
:evil:

Huh? I'm still staring at the Krisflyer Silver card which states expiry in Nov 2011. :!: Ofcourse, not only have I been loyal to SQ for decades, but also had Solitaire status in the 2009's and now has Silver. I had no knowledge of this 33 month rule, nor was sent any such communication. Who knows, it may have been in some fine print. Thus, I flew to the US on a Star Alliance carrier, United. On booking, the UA system picked-up my Krisflyer Silver Status and printed it on my Reservation/tickets. But no one can give me points since I didn't enroll in UA's program. I've written back to them seeking the CEO's email address, but haven't heard back.
So I wrote to Star Alliance.

Extract of Reply from Star Alliance:
"Loyalty Programmes are individually operated by the member airlines, rather than combined under the Star Alliance brand. For issues like these you will need to contact your loyalty programme service centre directly. ."


So now I'm scheduled to return to Aus in a few weeks, and will miss out on points here & back, status. But still having a Krisflyer/ Star Alliance card that states expiry in Nov 2011.

:?: Any solutions, thoughts..?

 

[munitalP]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Here's a thought to begin with, get rid of all the BOLD

Welcome to AFF

 

[markis10]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Your status expires in Nov 11, not your membership of the program which is part of the 36 month rule. I am sure a call to them will get the account reopened!

 

[thewinchester]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

To say SQ and Krisflyer are tight would be an understatement.

While I hold their line operations in the highest regard, my Krisflyer experience with them gained from having to deal with friend's a/c's who have been screwed by them has shown me they will use every rule and trick in the book to shirk their responsibilities of fairness and looking after the member.

My best suggestion: If you still have no luck sorting it over the phone, rock up to your nearest SQ Res/Ticketing office, and make them fix the situation. Might take half an hour for them to get it sorted while playing telephone tag, but don't leave until they get off their backsides and resolve the situation in your favour. And in case they try to take the card off you, keep a couple of photocopies just in case.

 

[NM]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Our records show that KrisFlyer account xx_xx_xx_x has already expired. Please be advised that the status of KrisFlyer accounts will change from"Active" to "Dormant" 33 months from the last accrual. The account will subsequently expire if there is no activity within six months of being"Dormant"."

Was the account actually dormant for 33 months and then no activity for a further 6 months? That would mean 39 months (i.e. 3.3 years) of no activity on the account, or no activity since early 2008.

Of course, not only have I been loyal to SQ for decades, but also had Solitaire status in the 2009's and now has Silver.

That would imply that you have had activity in the account within the last 39 months and that the account was not dormant for 33 months plus 6 months before it was expired. If that is the case, then call KrisFlyer and inform them of the mistaken expiry of your account and request that the re-activate it and credit the UA flights recently taken.

But if the account was inactive for 39 months, then its possible their definition of loyalty may vary from yours (and I make no judgment as to which is correct, just that they may differ).

 

[anat0l]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

The only part I can definitely confirm is that this is not Star Alliance's problem. It's between you and Singapore Airlines.

Do you receive statements? I thought that KrisFlyer send email or paper statements every so often as long as you have activity. If you can locate the previous one of those (i.e. search your email or letters - and hope you haven't deleted / trashed them in the meantime) and the date is within the correct time period, that should be all you need.

Oddly enough, I have to agree with NM with regards to your comment about loyalty. Had you been quite loyal to Singapore Airlines then surely you would have had eligible activity (e.g. crediting flights to earn KrisFlyer miles, or transferring credit card points) regularly enough (i.e. at least once every year) to easily avoid such problems.

 

[extracta]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

So now I'm scheduled to return to Aus in a few weeks, and will miss out on points here & back, status. But still having a Krisflyer/ Star Alliance card that states expiry in Nov 2011.

:?: Any solutions, thoughts..?

Why care, fly with someone else.

 

[ozmille]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Maybe silly but how can you be silver and the account not used for 39 months...

 

[markis10]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Maybe silly but how can you be silver and the account not used for 39 months...

Perhaps a case of soft landing before termination?

 

[Wilberfaust]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Perhaps a case of soft landing before termination?

Its all bizarre; yet it looks like Silver; the PNR picks it as Silver; and the card mentions Silver

 

[Jobu]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

My sincere advice to you, get as far away from SQ as you can. It's a one way street with them, no matter how much loyalty you have given them.

 

[extracta]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

So now I'm scheduled to return to Aus in a few weeks, and will miss out on points here & back, status. But still having a Krisflyer/ Star Alliance card that states expiry in Nov 2011.

:?: Any solutions, thoughts..?

If you planning on using Star Alliance in the future and are concerned about losing the points from this/these flights you can always start a new account on the Singapore Airlines website and have the flights credited to your new account at check in.

 

[browski]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Gee, just forget about it, you appear to be a low spend and very low user of SQ products. You are the type of passenger that they hope will go to Qantas. I'm not saying you have done anything wrong, but just that you are of zero consequence to them.

 

[Austman]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

To be a bit pedantic: You can't have had decades of loyalty to Krisflyer, considering that it only started in 2009. 1 decade maybe!

Prior to that, SQ hated FF schemes. But they started one, very late and very reluctantly compared with their competition.

Before Krisflyer, they just wanted paying passengers, preferably premium class paying passengers. They still do. Loyality comes second to SQ.

 

[anat0l]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Before Krisflyer, they just wanted paying passengers, preferably premium class paying passengers. They still do. Loyality comes second to SQ.

Looks like some things don't change!

Explains why you can get a great deal on a Y flight from SQ, get great Y service, but no loyalty rewards. Still, that accounts for a very decent demographic (people who actually fly without regards for rewards, just a good price and good service).

 

[Wilberfaust]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

To be a bit pedantic: You can't have had decades of loyalty to Krisflyer, considering that it only started in 2009. 1 decade maybe!

Prior to that, SQ hated FF schemes. But they started one, very late and very reluctantly compared with their competition.

Before Krisflyer, they just wanted paying passengers, preferably premium class paying passengers. They still do. Loyality comes second to SQ.

Nope- been a member since February 1999. The date is also mentioned on the Silver Krisflyer Card..

 

[Austman]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Looks like some things don't change!

Explains why you can get a great deal on a Y flight from SQ, get great Y service, but no loyalty rewards. Still, that accounts for a very decent demographic (people who actually fly without regards for rewards, just a good price and good service).

They have always had a "you get a better product with us for the money philosophy".

But they also have a "show us the money" philosophy as far as their elite FFs are concerned.

They were one of the first to change the FF elite status to be based on spend rather than miles/points/credits.

 

[Austman]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Nope- been a member since February 1999. The date is also mentioned on the Silver Krisflyer Card..

OK! That's 1.2 decades then!

 

[dajop]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Have you tried speaking to anyone, or just email? Often initial level customer service (especially in Singapore) are operated by those who just follow the book. The book says the your account has expired, of course that is the response.

If you haven't already, I suggest calling their contact centre and requesting a fax number or email address to send a scan of your silver card, and ask them to investigate. The SQ web site has been experiences all sorts of problems since it's "upgrade".

 

[Wilberfaust]

Re: Kicked Out of Krisflyer: Decades of Loyalty, Status & Before Card Expiry in Nov 2

Have you tried speaking to anyone, or just email? Often initial level customer service (especially in Singapore) are operated by those who just follow the book. The book says the your account has expired, of course that is the response.

If you haven't already, I suggest calling their contact centre and requesting a fax number or email address to send a scan of your silver card, and ask them to investigate. The SQ web site has been experiences all sorts of problems since it's "upgrade".

No, matey- just sent 2 emails; 1 got the expired response; 2nd seeking a C-level email address to escalate, went un-answered. I'll give the call a go on Monday..maybe the US staff is empowered more? Or I'll be connected back to S'pore. Will post.