Missing miles from SIA

Discussion in 'United Mileage Plus' started by cssaus, Mar 30, 2006.

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  1. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    I was wondering if anyone else has had the same experience as I have had with problems in getting SIA to automatically credit miles to their UA Mileage Plus account.

    With alarming regularity now, for flights undertaken with SIA, my miles are not being automatically credited to my mileage plus account despite double checking that my UA MP number is entered in the SIA system when checking in.

    For some flights I did a few weeks ago when checking my booking with SIA and wanting to double check my mileageplus number I was told that for my MP number it was coming up as "invalid/account closed" yet the number was accepted (could this be a clue?) and when I got my SIA boarding passes they were imprinted with "UA*G"

    The good folks at UA here in Sydney have always managed to get the miles credited to my account but it can take several months for them to appear. UA say the problem is definitely not with their system and I can only assume that the issue is with Singapore Airlines. :evil:
     

  2. clifford

    clifford Established Member

    Jul 6, 2004
    1,761
    243
    Canberra / London
    Hi cssaus,

    I've had this problem with SQ flights a few times, but generally they post fairly quickly. When I have problems is typically when I have made changes to my booking after leaving AUS.

    When the miles fail to show in my MP account (I am 1K, MM), I fax copies of my BP's and ticket to MP in Rapid City. Usually get a result within a few weeks. Forget MP Sydney. They are hopeless, and going away shortly.

    It's a bit of a pain, but that's how it works.

    :)
     
  3. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    Clifford,

    I seem to be having problems with Singapore all the time and I'm not even changing my flights after leaving Oz.

    I've not really had any problems with UA in Sydney and they have always been quite sympathetic to help out and the miles eventually appear. It's shame that they're all going to be getting the flick shortly. You're probably right in suggesting going directly to MP in the States.

    What bugs me though is what is causing the problem with the crediting of the Singapore Airlines miles to UA MP in the first place.
     
  4. Kiwi Flyer

    Kiwi Flyer Senior Member

    Sep 24, 2004
    5,453
    4
    Are you flying business or first and also claiming PPS credits? The double dip process is far from smooth and I find it easiest to not present my PPS card at all, or use it for OLCI.
     
  5. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    I'm simply flying economy and supply my UA MP number so that the mileage credit goes across to my UP MP account.
     
  6. Kiwi Flyer

    Kiwi Flyer Senior Member

    Sep 24, 2004
    5,453
    4
    In that case I dont know why. The PPS thing is when the 2 FF # fields get mixed up (as there is one for status/PPS and one for FF credit).

    I dont suppose you have an old Kris Flyer account (if so does it show on the BP as SQxxxxxxxxx above the UA*G?)?
     
  7. bravoecho1

    bravoecho1 Member

    Sep 10, 2004
    221
    0
    OOL
    cssaus,

    a couple of times flying Emirates I have had the same problem of points not posting at all to my MP account, so I don't know whether it is just a SQ related issue.

    A quick email to MP with my E-Ticket attached always gets the issue fixed quickly.
     
  8. QF WP

    Moderator

    Jun 20, 2002
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    ccsaus, I've encountered that exact problem.

    A number of friends know my predilection about FF programs so have asked me to help them start up and manage their programs.

    One couple flew a number of SQ flights (one of them was on a RTW, their spouse flew to Europe to meet up and then they flew back together).

    We had no trouble getting all of the other *A airlines flights to credit. The only trouble were the SQ flights (Europe/SIN/BNE).

    So when they returned, I copied their BP's and tickets and sent them off together in the one envelope to UA for crediting. They replied that they were checking with SQ and the wife's sectors eventually credited, but never the husband's. So I sent his off again and heard nothing, citing they had credited the wife's details and they were on the same flights. Tried a third time but no response (together with follow up emails to UA CS). We gave up. They both just failed to reached Preferred status (25K), which would have been nice for their second trip a year later...alas, she got pregnant but he still went :eek: .

    It's over a year now, so they will never get them, but it puts a sour taste in one's mouth. So much for seamless alliances :roll:

    I am now hoping that my brother's SQ BNE/SIN/AMS/SIN/BNE do show up.

    Clifford, can you confirm the current fax # that you use??
     
  9. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    Lindsay, thanks for your comments, I'm relieved to know it's not just me.

    I just got off the phone with UA here in Sydney and I was told that it's a common problem and not just confined with SQ but a lot of the *A partners.

    I'm wondering if it's worth a rant to the *A people directly.

    I have called customer relatiions at SQ here in Sydney and have explained the problem and the lady I spoke to sounded very sympathetic and has agreed to take the case one to try and understand what is happening and has promised to get back to me.

    On a separate note there appears to be much sadness at the demise of the local customer service centre with the move to the call centre in Manila. I feel sorry for these folks as they really did try and offer good service.
     
  10. Kiwi Flyer

    Kiwi Flyer Senior Member

    Sep 24, 2004
    5,453
    4
    I doubt it - they'll just say talk to UA Mileage Plus.

    Look partner crediting issues are a problem with every FFP - yes even QFF is far from immune. Every so often I make a point of checking a list that my flights and hotel stays have credited correctly and chase up all the relevant FFPs.

    The reason I asked about PPS is that is a specific known issue.
     
  11. clifford

    clifford Established Member

    Jul 6, 2004
    1,761
    243
    Canberra / London
    Hi Lindsay,

    The fax No. for Rapid City is (1) 605 341 6140.

    I spoke to a very nice lady in Mileage Plus Rapid City at some length. She kindly provided the fax No. and mentioned that they love to hear from Australian members.

    Haven't had any problems getting my missing miles credited since then.

    Hope that helps.

    clifford.
     
  12. clifford

    clifford Established Member

    Jul 6, 2004
    1,761
    243
    Canberra / London
    Emirates is well known for ignoring *Alliance member's mileage credits on their metal.

    The only way you're gonna get it (unfortunately) is to submit copies of your BP's and ticket to Rapid City.

    :)
     
  13. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    Just called MP here in Sydney and they said that my letter of April 3 was processed a couple of weeks ago and that it can take up to 3 months to process.

    My question is why does it take so long for this to happen? I was told to call back in a couple of months time to check on the progress but knowing what the plans are the Sydney MP Office, who am I to call? :?

    Maybe to cover myself I should also send a fax to the number in Rapid City that has been posted in a thread here.
     
  14. Amerrican

    Amerrican Junior Member

    Jun 16, 2006
    28
    3
    Cairns
    On a recent *A RTW itinerary, the MP number was put in the booking and the itinerary showed up on the UA website, even though most was on other carriers. The number was fine from SIN thru Japan, four stops in the US, and LH to Frankfurt. The number then disappeared from the booking there, and had to be entered by the agent manually on the rest of the itinerary.

    The airline that "dropped the ball" was LOT, so I think that mostly explains it. As it was, the entire itinerary had to be hard ticketed, because LOT couldn't handle the E-ticket on a RTW.
     
  15. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    Just an update on my missing miles with SQ.

    I rang the UA MP service desk in the USA (I didn't particularly want to take my chances with the Manila call centre) and happened to speak to a very informative and friendly lady.

    She said that my request for missing miles which I sent into the Sydney office back in April was forwarded to the US MP service centre and was received by them on May 25 and the request for credit for missing miles is currently in progress. The lady that I spoke to said that they are now reverting back to the old way of processing these requests which was doing it in paper-format rather than electronically. She admitted they had had a lot of problems requesting mileage credits electronically.

    The other tip that she gave me was that when your MP number is entered into the reservation system it should be done with a suffix of "/ALL". Apparently this in someway causes the mileage credit to go out to partner airlines. Without the suffix of "/ALL" your reservation will still indentify you as a *A member and recognise your status but may not necessarily cause automatic crediting.

    I seem to think that my troubles with getting credit for SIA miles might have only started when I began to use SIA's internet check-in facility where one of things you are asked to enter is your FF number. Possibly the "/ALL" suffix was getting overwritten and hence no automatic crediting of miles.

    I'm going to get my TA to make sure my itinerary for August has my MP # with "/ALL" appended and I'm going to forego online checking but rather revert to phone check-in and talk to a real person. It will be interesting to see if that makes any difference.
     
  16. Kiwi Flyer

    Kiwi Flyer Senior Member

    Sep 24, 2004
    5,453
    4
    Possibly. I have heard of difficulties with the online checkin FFP working (if crediting to other than SQ) and so I don't use it and check it out when receiving my BPs at the airport. However with the new PYOBP (print your own BP) that may no longer be an option?

    I think the "/ALL" is keystrokes required to push your FFP # to all segments at check in (otherwise it is segment at a time at check in and all segments by default at booking).
     
  17. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    Just spoke to my TA who said she made my SQ booking through the Gallileo Reservation System and she entered my UA MP # followed by "/SQ" which was the way she's been told to do things.

    Anyone know how this might work?
     
  18. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    Check this morning and found that my missing SIA miles have now been posted.

    I'll be interested to see what happens when I do my trip in August on SIA to HK and see if the issue repeats itself.
     
  19. QF WP

    Moderator

    Jun 20, 2002
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    Great to hear they posted cssaus and thanks for sharing the advice regarding adding the "/ALL" addition to the bookings (not that I'm going to use it).

    I'll have to check to see whether my brother's flights have credited correctly to UA MP.
     
  20. cssaus

    cssaus Active Member

    Dec 13, 2004
    917
    63
    Sydney
    Hopefully that is going to make the difference but I intend call SIA to see what they have entered for my reservation for next month and see if I can a further explanation from them about this magical suffix.
     
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