Krisflyer miles refunds - Taking forever! Anyone else with this problem? | Australian Frequent Flyer
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Krisflyer miles refunds - Taking forever! Anyone else with this problem?

Reg57

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Jun 21, 2019
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I recently had to cancel 2 trips, one at end March (Krisflyer award) and 8 reservations for April / May (2 Krisflyer award reservations, 3 Aadvantage reservations and 3 LifeMiles reservations). All airlines waived cancellation fees, however I thought Krisflyer Miles refunds would be the easiest and LifeMiles I was dreading! LifeMiles were rebanked within 12 hours based on a simple email with key information, Advantage took a call to Caribbean call centre and rebanked in 17 hours. Krisflyer - still waiting for 536,000 points to be rebanked after 4 weeks. I'm keen to rebook award flights next year but don't have enough left in my account.

Same problem across 3 airlines, yet Krisflyer not able to expedite. I thought SQ would deliver the best service - anyone else with similar experience?
 

AIRwin

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I may need to cancel a redemption booking for a flight on Christmas Day so watching this with interest...
 

Mattg

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I'm still waiting for SQ to process a refund for a Saver award that I requested 2 weeks ago. So far, I've heard absolutely nothing from SQ.

(I also haven't heard anything from QF for an award cancellation requested at the same time.)
 

Reg57

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We aren’t going anywhere for a while so relax and wait it out.
Correct, however booking suites to LHR generally best done a year in advance - want to get these booked as they become available 356 days in advance. Just amazing that Avianca (Colombian) were so quick. Interested in experience of others.
 

Reg57

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I'm still waiting for SQ to process a refund for a Saver award that I requested 2 weeks ago. So far, I've heard absolutely nothing from SQ.

(I also haven't heard anything from QF for an award cancellation requested at the same time.)
First award reservation cancelled over a month ago. I've made some follow up calls since then.
 

straitman

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I have an award booking on SQ on 10th Oct MEL-SIN-IST. Too far in the future to get a refund at this stage but I'm watching and want to cancel as soon as I am able.

All the other parts of this trip have been cancelled.
 

cove

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Yes @straitman our birthday trip for M in May to the Maldives has been getting progressively canned so we cannot get there but still had the accommodation I had paid for.
 

theblank

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Same problem across 3 airlines, yet Krisflyer not able to expedite. I thought SQ would deliver the best service - anyone else with similar experience?
KF has always taken 1-2 months to refund points. one year ago I had to follup up after 6 weeks, as I still hadnt got it.
So I would expect that at this time the delays will take longer.
 

Reg57

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Thanks theblank, my past experience was about a 2 week wait - seems variable.
 
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I've also been waiting more than 3 weeks since I called. Not in a hurry for the points but a bit annoyed - would like to tie up all the loose ends (of which there are many) for cancelled trips. If I really needed the points I'd call to make the (new) booking and insist I should be able the un-credited points and ask for a supervisor if the agent refused.
 

henleybeach

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Yep I got response two weeks ago confirming they would refund points and taxes. Still nothing as of yet
 

Jack3193

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In March, SQ cancelled flights that affected 3 bookings of mine. 2 were KrisFlyer redemptions, and one was a cash fare. I requested refunds for all of them, and on 20 March I got more or less identical emails regarding all 3 bookings saying:

"We have processed your request to the relevant team and we will process the refund as per your acknowledgment,
Please note once the refund is initiated you will receive refund notice and refund processing time is 4-6 working weeks from the date your refund is processed on the same card from which the payment was made."

I haven't heard anything since or received any points or cash back. All 3 bookings still appear on my KrisFlyer account as if they are still valid, so they don't seem to have been cancelled yet. Obviously almost 6 weeks have passed already, but the concerning thing for me is that you could interpret the email as saying it will take 4-6 weeks from the time when they process the cancellation, which still doesn't seem to have happened - i.e. it could be another 6 weeks + from now.

I also want to book flights for next March/April, so I'm thinking of calling up and asking them to change my existing bookings rather than cancelling.
 

Deskorpio

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Feb 12, 2019
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I recently had to cancel 2 trips, one at end March (Krisflyer award) and 8 reservations for April / May (2 Krisflyer award reservations, 3 Aadvantage reservations and 3 LifeMiles reservations). All airlines waived cancellation fees, however I thought Krisflyer Miles refunds would be the easiest and LifeMiles I was dreading! LifeMiles were rebanked within 12 hours based on a simple email with key information, Advantage took a call to Caribbean call centre and rebanked in 17 hours. Krisflyer - still waiting for 536,000 points to be rebanked after 4 weeks. I'm keen to rebook award flights next year but don't have enough left in my account.

Same problem across 3 airlines, yet Krisflyer not able to expedite. I thought SQ would deliver the best service - anyone else with similar experience?
Mine and hubby’s got returned into our accounts within 2 wks. Only 74k points respectively though. Not sure if that made any difference. The refunded taxes actually arrived first.
The cash refund on the other hand, is taking much longer. I did buy those tickets from Expedia, and although the refund had been confirmed, we are Still waiting for the money to land back in our acc.
 

Jack3193

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Mine and hubby’s got returned into our accounts within 2 wks. Only 74k points respectively though. Not sure if that made any difference. The refunded taxes actually arrived first.
The cash refund on the other hand, is taking much longer. I did buy those tickets from Expedia, and although the refund had been confirmed, we are Still waiting for the money to land back in our acc.
Is this 2 weeks from when you requested a refund or from when the flight cancellation was processed by SQ? Also, can you clarify when this happened? TIA
 
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Deskorpio

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Is this 2 weeks from when you requested a refund or from when the flight cancellation was processed by SQ? Also, can you clarify when this happened? TIA
the flight was canceled by SQ some time in March. I called SQ to to request for full (points) On 6 Apr, which was 3 days before I was supposed to fly. I was really surprised the agent didnt even argue over it and approved my request straightaway. Keep in mind, this was before 9 April when their latest refund policy was issued. I then received all the points back in my account some time last wk.
 

Jack3193

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the flight was canceled by SQ some time in March. I called SQ to to request for full (points) On 6 Apr, which was 3 days before I was supposed to fly. I was really surprised the agent didnt even argue over it and approved my request straightaway. Keep in mind, this was before 9 April when their latest refund policy was issued. I then received all the points back in my account some time last wk.
Thanks. Similar situation to mine - SQ cancelled in late March. I requested refunds straight away and received emails confirming they would be granted, but nothing since. My flights were not until late May though, and they said in their 9 Apr announcement that they are processing refunds in chronological order, so that might explain the delay.
 

Deskorpio

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Thanks. Similar situation to mine - SQ cancelled in late March. I requested refunds straight away and received emails confirming they would be granted, but nothing since. My flights were not until late May though, and they said in their 9 Apr announcement that they are processing refunds in chronological order, so that might explain the delay.
yeah very possible that’s why yours is delayed. I guess, as long as they have confirmed on the email, it should be ok. I am also still waiting for my cash refunds (for another ticket) to be deposited back into my credit card. Fingers crossed.
 

oliver_adl

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Oct 15, 2019
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Strange to read about these delays. I cancelled two trips to different parts of Asia (2x business ticket round trips) and the points were back immediately or at least within 24 hours. The taxes paid were back within a few business days.
 

PSC

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Cancelled 2 suites awards SIN-SYD on 20th Mar, spoke to the Sing agent again last week who confirmed points and taxes otw, but would take a minimum of 6 weeks,
 

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