stekmer
Newbie
- Joined
- May 21, 2009
- Posts
- 9
I’ve been a Kris Flyer member for about 9 years and have taken 3 redemption flights in that time.
I booked a Kris Flyer redemption (45,250 points + $565) from Adelaide to BKK (via Singapore) back in October 2013. In early February SQ started cancelling flights between SIN and BKK due to political unrest.
My connecting flight from SIN to BKK was cancelled and I was placed on an early flight the next day. Notification came by email and sms. My chosen seat was not transferred even though it was vacant.
With an onward flight from BKK the day following my scheduled arrival this was concerning as was the need to cancel my prepaid accommodation in BKK and find accommodation in SIN at my expense.
It took a phone call to Kris Flyer (02 phone number, redirected to a call centre in Singapore) and a request being lodged by email with supporting facts for SQ to pay my accommodations costs for 1 night in Singapore. Had I not asked and expressed my annoyance – no assistance would have been given.
I phoned back a few days later to ask if I could cancel the SIN to BKK leg (leaving the remainder of my ADL to BKK return fare intact). I was told that this was possible, provided I gave at least 48 hours’ notice but preferably more.
On this basis, I booked a fare from SIN to BKK with another carrier, leaving all my plans in place. I phoned the Kris Flyer call centre again 1 week before departure to advise of this - to be told that they could not cancel the SIN to BKK leg only and that my whole return booking would have to be cancelled and reissued and that flight availability could not be guaranteed.
This was after first being told that if I did not present for the SIN to BKK leg I would be fined US$75 when I checked in for the return flight and then that my BKK to ADL flights would be automatically cancelled if I did not take the Sin to BKK leg.
Fortunately Air Asia credited the cost of my SIN to BKK flight and Agoda negotiated with the hotel for a refund (not normally available when cancelling less than 7 days out).
Kris Flyer Twitter responded very quickly and at least got a voucher for accommodation emailed to me when my verbal requests to the Kris Flyer call centre did not respond.
I have previously been a big fan of SQ but this has left a very bad taste. Not so much a fan any more.
I booked a Kris Flyer redemption (45,250 points + $565) from Adelaide to BKK (via Singapore) back in October 2013. In early February SQ started cancelling flights between SIN and BKK due to political unrest.
My connecting flight from SIN to BKK was cancelled and I was placed on an early flight the next day. Notification came by email and sms. My chosen seat was not transferred even though it was vacant.
With an onward flight from BKK the day following my scheduled arrival this was concerning as was the need to cancel my prepaid accommodation in BKK and find accommodation in SIN at my expense.
It took a phone call to Kris Flyer (02 phone number, redirected to a call centre in Singapore) and a request being lodged by email with supporting facts for SQ to pay my accommodations costs for 1 night in Singapore. Had I not asked and expressed my annoyance – no assistance would have been given.
I phoned back a few days later to ask if I could cancel the SIN to BKK leg (leaving the remainder of my ADL to BKK return fare intact). I was told that this was possible, provided I gave at least 48 hours’ notice but preferably more.
On this basis, I booked a fare from SIN to BKK with another carrier, leaving all my plans in place. I phoned the Kris Flyer call centre again 1 week before departure to advise of this - to be told that they could not cancel the SIN to BKK leg only and that my whole return booking would have to be cancelled and reissued and that flight availability could not be guaranteed.
This was after first being told that if I did not present for the SIN to BKK leg I would be fined US$75 when I checked in for the return flight and then that my BKK to ADL flights would be automatically cancelled if I did not take the Sin to BKK leg.
Fortunately Air Asia credited the cost of my SIN to BKK flight and Agoda negotiated with the hotel for a refund (not normally available when cancelling less than 7 days out).
Kris Flyer Twitter responded very quickly and at least got a voucher for accommodation emailed to me when my verbal requests to the Kris Flyer call centre did not respond.
I have previously been a big fan of SQ but this has left a very bad taste. Not so much a fan any more.
