KrisFlyer Call centre is beyond terrible

[albyd]

I’ve also generally had very good experience with SQ call center. Always got through to Singapore call center using either Cruiser’s number in this thread or the 13 number I found with Google.

When I call, I bear in mind I’m the one looking for the favour (ie help with redeeming my points) so am extra mindful of my demeanor.

Just completed redemption in J for 5 of us for next July to Europe. I was quite certain I was being given contradictory info to 10 Mins earlier about availability. The call disconnected and I called back and the next operator corroborated the the earlier information and was able to finalize my redemption. I didn’t want to risk losing availability since there were 5 of us who wanted to travel together so against my instinct, went for the advantage fares as there were no savers available.

Generally how long after release are savers available? I got 4/5 savers on the outbound journey so had expected the same for the return leg. Both bookings were made within a day of release of those travel dates.

 

[earlyriser]

Called last night to make a booking with a stopover. Didn't get the response I had expected so hung up and called back 20 minutes later. The same agent answered the phone and clearly did some research in those 20 minutes, so the booking was made!

 

[lovetravellingoz]

Generally how long after release are savers available? I got 4/5 savers on the outbound journey so had expected the same for the return leg. Both bookings were made within a day of release of those travel dates.

Will depend on the destination, time of year, and the day (ie Sat departures are often very popular at of Oz etc. Wanting that many J's would make it harder as only one other booking might stop you getting them. is Europe in peak season always very popular and moreso if you are wanting to arrive back on Sat or Sunday.


Historically SQ seem to vary the cap. For a while it was 3 in J to Europe for example on the one booking.

Some routes may be better too. I have just booked to SPLIT and back from ATHENS for next May and early July return in J. Only two of us, but I was playing around out of curiosity and found that only via IST on the flight back could I book for 6 in J.

When I booked my last SAVER F to LHR for April 2018 I was watching it for a while as I wanted Suites on the SIN-LHR during the daytime and new the allocation is tight. Though I also took note of the night flight too.

For that particular pairing for the month or so I was watching the 2 F's Savers that were available for the Friday were always snaffled immediately.

For the last half dozen years have flow to Europe in the range of April to August. Mainly in J but with some F's.

Sometimes Saver F's can be available when Saver J's are all gone.

For the peak periods SAVER J's can go on the first day quite often for the more popular departure times such as Saturday or Friday. I often booked to fly out Thursday to avoid missing out.

 

[albyd]

Thanks for the insight lovetravellingoz. Departure from SYD is on a Friday (stoked I found 4 x savers and only needed one advantage) and from Europe is on a Saturday. Makes sense those would be more popular days which might have also factored in my acceptance of the Advantage rate rather than risking waiting for Saver for the return journey. Flying from MXP.

 

[lovetravellingoz]

Thanks for the insight lovetravellingoz. Departure from SYD is on a Friday (stoked I found 4 x savers and only needed one advantage) and from Europe is on a Saturday. Makes sense those would be more popular days which might have also factored in my acceptance of the Advantage rate rather than risking waiting for Saver for the return journey. Flying from MXP.

My pleasure.

Just checked some dates.

As another example I booked two of my daughters to Rome for this June in J a few weeks after the window opened last year (Could not book earlier as they were waiting for the dates for Yacht Week in Corsica to be announced).

By that stage Sat was gone, only waitlist which I booked but it never cleared. But Sunday was open and so I grabbed that.

For their return, booked only a week later, but when the window opened got the preferred Sat departure out of Milan. Which also saved revisiting Rome.

 

[albyd]

And your bookings were at Advantage or Saver rates for weekend departures?

 

[lovetravellingoz]

And your bookings were at Advantage or Saver rates for weekend departures?

Sorry....I only book SAVERs Which is easier these days as my three daughters are all adults and so I am not normally doing bookings for 4/5 all at once anymore which certainly makes life easier.


One advantage of the new online booking with *A integrated is that it makes it very easy to play around to add on a flight and to see the effect of:
- fuel fines for the added in *A airlines.
- flight times and layovers
- the plane on each segment.

Ouch on Lufhansa for fuel fines, but even more for Turkish Airlines.

So for example for my return back to Melbourne I was able to pick the two SQ flights for the long legs to dodge Turkish Airlines. Two hour layover and so get to at luch time checkout the very interesting IST lounge.

I chose this over going via ZRH where the A380 for the long return leg would have been nice but came with the time price of a 6.30am flight out of Athens. So opted instead for the later flight out of Athent via IST on less nice SQ metal, but where the last leg into MEL is still the same.

Going over to Split there were all sorts of combinations via FRA, MUN and ZRH or even IST (they were mainly pricey due to fuel fines). Ended up choosing via MUN to get the best pverall combination for us.

 

[Spizz]

I was looking at Athens booking with the SQ website now that they show Star Alliances partners, but they are always showing a route via IST using Turkish as above. Whereas I want to travel SYD-CDG-ATH, the CDG-ATH sector being via Aegean Direct Business Class award(Inter Europe Class). Same for the return. I would assume I would need to call to get this?

 

[lovetravellingoz]

I was looking at Athens booking with the SQ website now that they show Star Alliances partners, but they are always showing a route via IST using Turkish as above.

Well IST is very close to Athens and is essentially on the way.

However while the short flight is from Athens to IST on Turkish, I also got options on Thai, Lufhansa, SQ, as well as Turkish on the next longer flight/s. Also on LOT via Warsaw.

I did however also get an option via ZRH, but on only a few days of the week.

ie
FLIGHT LX1843
Business Saver
Flying todayATH 06:30Athens23 Jul (Tue), Eleftherios Venizelos
Swiss

ZRH 08:20Zurich23 Jul (Tue), Zurich Kloten
Layover time: 3hrs 25mins
FLIGHT SQ345
Business Saver
Flying todayZRH 11:45Zurich23 Jul (Tue), Zurich Kloten
Singapore Airlines

SIN 05:55Singapore24 Jul (Wed), Changi
Layover time: 1hrs 50mins
FLIGHT SQ207
Business Saver
Flying todaySIN 07:45Singapore24 Jul (Wed), Changi
Terminal 3
Singapore Airlines

MEL 17:10Melbourne24 Jul (Wed), Melbourne Intl
Terminal 2


As I mentioned in my earlier post I decided against the 6.30 option and went for the 10:10 departure instead via IST as the later departure is a lot more convenient IMO for my wife and I

Whereas I want to travel SYD-CDG-ATH, the CDG-ATH sector being via Aegean Direct Business Class award(Inter Europe Class). Same for the return. I would assume I would need to call to get this?

Yes, though there may be too much back tracking for CDG ATH to be allowed as the other ports serviced by SQ Metal are all a lot closer. But you do not know if you do not ask.

For Split (SPU) the complete list I had via was Rome in addition to FRA, MUN and ZRH and IST.

But Athens is a fair bit to the SE of SPU.

 

[LadyC]

Have always had great experiences with the SQ call centre. Whilst they haven't always been able to resolve the issue on the spot, they have always called me back with a positive resolution.

 

[Spizz]

Yes, though there may be too much back tracking for CDG ATH to be allowed as the other ports serviced by SQ Metal are all a lot closer. But you do not know if you do not ask.

Thank you for the reply. Looks like I need to call regardless as I want to do a Suites Saver booking, hence my routing SYD-CDG-ATH, or SYD-ZRH-ATH, etc. Star Alliance one way award for the same number of points 148,000 but more in taxes and hopefully they will allow a direct flight from ATH with Aegean in Business. Still messing around with it.

 

[Mattg]

On a recent call to SQ, I wanted to know what the taxes would be on a redemption ticket I was looking at. The lady couldn't tell me but politely informed me that I could call back any time to find out this information.

(Um, that's why I just called?)

Most of my other experiences with the SQ call centre have been positive, thankfully, though I only ever call the Singapore-based centre.

 

[Gazza129]

I must say I was not surprised by the Skytrax rating. I have had nothing but AMAZING service with SQ call centers. I guess its just like the banks; its who you get to deal with at a personal level.

 

[ansett7e7]

I love SQ. It's my preferred airline and KF is my preferred FFLY programme...BUT....Well I can only give a one star out of 10 for the call-centres. I find that I have to tell the agent what to do because it's useless asking for advice, lateral thinking or creativity. I'm referring here to a multitude of different calls. They seem not to understand and have precious little training. I am constantly clarifying their understanding of what I want to do - even when it comes to simple flight routings.

THAT SAID, when the right people come along they are amazing. Those call backs are generally real and they usually have the answers when they do, even to the act of clearing waitlists.

I prefer doing bookings online. However, now that I know its best to call the Singapore based call centre during their local business hours, I might not be so hesitant. Thanx for the advice

 

[Tassieoptom]

The ONLY call ctr you should ever call is Singapore - if you are based in Australia simply dial 02 8228 1188 and it will divert directly to the Singapore ctr - it will NEVER divert to India or Philippines. (This has been posted ad nauseam in the SQ Tips, Trips and Tales' thread)

Tried this today to attempt to link my flights MEL-SIN-CDG return in J singapore on a VA flight number with my wifes points redemption in J same flights but with a SQ flight number. 1st person said he could not find my return flights with a 4 flight PNR number. So no help. Rang Virgin back to be told only one PNR number for all flights....Rang the above number again, this agent was able to confirm all flights and that they were the same as my wifes flights, but was sorry that he could not link them....He promised am agent would call back within 24hrs.

THAT SAID, when the right people come along they are amazing. Those call backs are generally real and they usually have the answers when they do, even to the act of clearing waitlists.

So hopefully call back will work and i can link the tickets and then choose seats and book the cook, neither of which i can do currently for any flights. We live in hope.

 

[Tassieoptom]

Well I got a reply back from Singapore today, at about 25 hrs after the last call. They have linked the tickets and given us seats together but in perhaps the worse rows I have ever seen offered on each and every flight. Perhaps it is being a bit precious but we really hate being close to the toilet. Seems I will have to try once again.....
12F 777-300Er MEL-SIN
12D 777-300Er MEL-SIN

18F A380-800 SIN-CDG
18D A380-800 SIN-CDG

96F A380-800 CDG-SIN
96D A380-800 CDG-SIN

18F A350-900 SIN-MEL
18D A350-900 SIN-MEL

 

[JessicaTam]

[mod hat]
A number of unhelpful posts have been removed.
[/mod hat]

 

[cove]

My computer locked up and the Call Centre was a big help this morning. Well done SQ.

 

[Cruiser Elite]

My computer locked up and the Call Centre was a big help this morning. Well done SQ.

Yes actually probs with SQ web site yesterday and today - computer appeared to lock up when you went to select seats but Call Ctr rep allocated desired seat in 5 seconds flat - there is a longer than normal wait due to Web Site issues but you will get set within 5 mins.

 

[cove]

Yes my seat selection was what locked it up. Seat 1A and 2A now secured for our London run for the cricket next year.