No F to Ams.

[mew]

I had a confirmed F redemption Mel-Ams in Sept. I received an email stating my seat had been changed to Business on the Sin- Ams leg.
Phoned and was told that they had changed the plane and there was no F class on board. They verbally confirmed (and I did an online dummy booking) that it was still a 777-300ER.
My options are to leave the booking as a mixed redemption with no compensation or downgrade the whole flight Mel-Ams to business and get a points refund.
Looking at their website and seatguru they do not list any 777-300ER without F class. A google search shows some comments that an A350-900 may be introduced in 2016 in a 3 class (no F )configuration.
Anybody know any more about this?

 

[Cruiser Elite]

Your not the first to experience this mew - gmoh also had this prob - prolly best if she responds.

ABT did do a report on the announcement from A350 implementation on SIN-AMS route here - but seems to have been a massive communication breakdown on SQ's behalf.

i cannot add anything as have not had a chance to discuss with anybody from KF.

 

[mew]

Thanks Cruiser, I saw the ABT report (although your link is to a champagne--Not Krug!) Doing some more dummy bookings it looks like the last F flight is on the 26 March. My guess is the A350 from then, despite the 777 still listing.

 

[Cruiser Elite]

Fixed -

 

[quokka77]

I'm also impacted by this. I have SYD-SIN-AMS booked for late September. So far I haven't received the email, but I'm expecting it. I'd be inclined to keep the booking as an F redemption, as long as they keep the A380 for my SYD sector (as I've never flown first class before). I should look up the points difference, so I know what the cost difference is. I imagine the A350s J seats will be more than adequate.

 

[get me outta here]

I was also holding a connection AMS - OSL but was determined to go F after cruiser's comprehensive support of it. So, I was quite keen to sort this out quickly and phoned to discuss. I found the operators I spoke to were unaware of the change so I had some confusing conversations where they insisted that there was no problem.


Basically I decided to go to LHR pick up a new connection to Oslo. SQ allowed the switch to LHR at no extra cost if I remember correctly. It is up thread somewhere. I did have to pay for a new OSL connection though, but that was my choice.

I had a confirmed F redemption Mel-Ams in Sept. I received an email stating my seat had been changed to Business on the Sin- Ams leg.
Phoned and was told that they had changed the plane and there was no F class on board. They verbally confirmed (and I did an online dummy booking) that it was still a 777-300ER.
My options are to leave the booking as a mixed redemption with no compensation or downgrade the whole flight Mel-Ams to business and get a points refund.
Looking at their website and seatguru they do not list any 777-300ER without F class. A google search shows some comments that an A350-900 may be introduced in 2016 in a 3 class (no F )configuration.
Anybody know any more about this?

Your not the first to experience this mew - gmoh also had this prob - prolly best if she responds.

ABT did do a report on the announcement from A350 implementation on SIN-AMS route here - but seems to have been a massive communication breakdown on SQ's behalf.

i cannot add anything as have not had a chance to discuss with anybody from KF.

 

[quokka77]

Was there existing availability to LHR, or did they open up a seat for you?

 

[get me outta here]

I don't know/remember whether they did or not. I was one of the first to point out the problem and I kindly insisted that I wanted to fly F/Suites as booked and paid for.

Was there existing availability to LHR, or did they open up a seat for you?

 

[Cruiser Elite]

@ mew and quokka - I have just been in touch with KF - in situations such as this where the 'sold and ticketed' product for whatever reason cannot be delivered then it I'd the task of SQ Management to contact affected parties and not the reps in KF call Ctr - this would explain the lack of awareness / knowledge by KF call Ctr staff when gmoh contacted them.

Prior to actual arrival of 77WN SQ had sold quite a few PE seats which they could not honour - SQ did offer affected pax Vouchers of some description to compensate for non delivery of product. I have no idea and am unable to determine any time frame that SQ Mgmt have in mind to act on this change in product on SIN-AMS route.

So in this instance I would immediately email SAA Feedback on [email protected] and strongly express absolute dissatisfaction at lack of communication and clear intent not to deliver the product you contracted in good faith. Don't delay and be pleasant but firm - please report back as I am very confident this approach will illicit a prompt response from SAA.

 

[mew]

Thanks Cruiser

I am currently negotiating with the KF call centre to either 1) Change my destination in Europe eg Barcelona in F (at no extra cost) or 2) Change ticket to Business from Mel -Ams and refund my points.
I am weight listed for both with the promise of 2-3 working days for an answer. So I will delay emailing until I hear what they are offering, then I will follow up to management.

 

[MEL_Traveller]

Thanks Cruiser

I am currently negotiating with the KF call centre to either 1) Change my destination in Europe eg Barcelona in F (at no extra cost) or 2) Change ticket to Business from Mel -Ams and refund my points.
I am weight listed for both with the promise of 2-3 working days for an answer. So I will delay emailing until I hear what they are offering, then I will follow up to management.

You can still route to AMS but they can get you there via any one of their Euro hubs (that still offer first) with a connection from there back to AMS. This should be free of charge to you, even if they need to add a partner airline to the award.

If you can find award seats to an alternative hub, have those ready.

I suspect if the A350 is slightly delayed in introduction they'd probably still run the 77W but perhaps not sell F.

 

[deka2]

If the A350 is late then they may be forced to continue to run a 777 with F but not sell it.

My be some scope for a better seat

 

[quokka77]

Edited copy of email:

Dear Sir / Madam,

I am emailing to request the resolution of a problem that has arisen with this booking.

I booked and paid for a first class ticket (your references xx_xx_ // xx_xx_xx_xx_xx [FONT=HelveticaNeue, Helvetica Neue, Helvetica, Arial, Lucida Grande, sans-serif]) for SYD-SIN-AMS, travelling on xx/09/2016.[/FONT]


I have recently become aware that the aircraft operating the SIN-AMS route will not offer a first class cabin.


I therefore request that my booking be altered, to a similar route which does offer an F cabin: for example, SYD-SIN-FRA, on SQ222 and SQ26.


Thank you for your help in this matter.


Regards,
quokka77
Krisflyer number: xx_xx_xx_

 

[get me outta here]

I sent one of those sort of emails too, many weeks ago. Still haven't had a reply, I hope you get one.

Edited copy of email:

Dear Sir / Madam,

I am emailing to request the resolution of a problem that has arisen with this booking.

I booked and paid for a first class ticket (your references xx_xx_ // xx_xx_xx_xx_xx ) for SYD-SIN-AMS, travelling on xx/09/2016.


I have recently become aware that the aircraft operating the SIN-AMS route will not offer a first class cabin.


I therefore request that my booking be altered, to a similar route which does offer an F cabin: for example, SYD-SIN-FRA, on SQ222 and SQ26.


Thank you for your help in this matter.


Regards,
quokka77
Krisflyer number: xx_xx_xx_

 

[mew]

Sent mine today. Auto response!


Dear Valued Customer,

This automated response confirms we have received your message.

You may expect to hear from our Customer Affairs Team within 10 business days. However, your message may require additional input and review by other Singapore Airlines Departments, and this may delay a response. We would like to assure you that you will receive a reply to your message.

As our business hours are Monday to Friday (8.30 am to 5.30 pm Singapore time), should you require urgent assistance, please call our Singapore Contact Centre at (65) 6223 8888. If you are outside Singapore, you may contact one of our other reservations offices (please click here).

If your message is a commendation of our product or services, we thank you and will convey your kind words to the relevant department/s and staff concerned. This will motivate them to keep up their good work.

We appreciate your taking the time to provide us your valuable feedback.

Yours sincerely
Customer Affairs Team
Singapore Airlines Singapore

 

[get me outta here]

Yep, I got that too.

Sent mine today. Auto response!


Dear Valued Customer,

This automated response confirms we have received your message.

You may expect to hear from our Customer Affairs Team within 10 business days. However, your message may require additional input and review by other Singapore Airlines Departments, and this may delay a response. We would like to assure you that you will receive a reply to your message.

As our business hours are Monday to Friday (8.30 am to 5.30 pm Singapore time), should you require urgent assistance, please call our Singapore Contact Centre at (65) 6223 8888. If you are outside Singapore, you may contact one of our other reservations offices (please click here).

If your message is a commendation of our product or services, we thank you and will convey your kind words to the relevant department/s and staff concerned. This will motivate them to keep up their good work.

We appreciate your taking the time to provide us your valuable feedback.

Yours sincerely
Customer Affairs Team
Singapore Airlines Singapore

 

[Cruiser Elite]

This is the standard 'no_reply automated response' that you receive from the saa_feedback email address.

I am staggered that gmoh has not received a response - I regularly send emails to this address and have never not received responses.

 

[quokka77]

Maybe that's due to your KF point burn rate? just got off the phone from KF. Agent has wait listed me for SYD-SIN-FRA, but said there is no guarantee it will clear. 25 min call. I'll give it a couple of days or a week before I try again. He said they will charge a higher points cost (112k vs 100k). I thought it prudent to leave that argument until the waitlist clears (which may never happen).

I might try going through the Sydney SQ office next time. That was how I resolved a Thai award booking problem a while back (went through Sydney Thai office).

With these "non standard" award problems, I think it's just a matter of finding an agent who is willing and able to do some extra paperwork behind the scenes, to get the problem solved. Such agents seem quite rare!

Worst case scenario, the original booking stands, and I end up in either A350 J, or the older F. I think I'll cope. I do need to book connecting flights at some stage, so I don't want to leave it too late.

 

[MEL_Traveller]

Maybe that's due to your KF point burn rate? just got off the phone from KF. Agent has wait listed me for SYD-SIN-FRA, but said there is no guarantee it will clear. 25 min call. I'll give it a couple of days or a week before I try again.

I might try going through the Sydney SQ office next time. That was how I resolved a Thai award booking problem a while back (went through Sydney Thai office).

With these "non standard" award problems, I think it's just a matter of finding an agent who is willing and able to do some extra paperwork behind the scenes, to get the problem solved. Such agents seem quite rare!

Worst case scenario, the original booking stands, and I end up in either A350 J, or the older F. I think I'll cope. I do need to book connecting flights at some stage, so I don't want to leave it too late.

Rather than wait-listing, KF needs to create an award seat from an existing revenue seat. They'd then map the booking over. Are you still looking to fly to AMS? If you are wanting to end in FRA now they may think you are wanting to change the booking rather than re-route.

 

[quokka77]

I told them (truthfully) I wasn't that fussed on ending in AMS, as long as it was somewhere in the region and F on both sectors (I offered MUC and FRA as alternatives). If they don't come to the party I can weigh my options later (eg if they come up with an F award seat to FRA or MUC but want 112k I could then say: OK, I'll take those sectors, but please tack on an LH connection to AMS (in Y), and charge me the original postage. I'll be travelling HLO, so I could ditch that sector if required.