Poor service from Krisflyer customer service

[sigmacom]

I've been flying with Singapore Airlines for over 30 years. One of the things that always stood out about their operations was the quality of the call centre and their efficiency at handing any issues that arose.

I now find myself wanting to make a complaint about their lack of response to an outstanding case I have. I put in a request almost 2 weeks ago to have the validity date on some redemption tickets extended. The points used would have expired by now so the only way to change them beyond their existing validity is for the relavent department to grant me an extension. I wouldn't be that concerned except that we are talking about 520,000 miles worth. I completely understand if they are not willing to extend the tickets - my complaint is that they promised me a response one way or the other in 72 hours and now almost 2 weeks later, after numerous follow-up calls, there is no answer. I have no PBS status. Meanwhile the alternative redemption plans availble to me are drying up.

I've called the usual Krisflyer service centre multiple times and they simply re-issue a follow up request with the relavent department to no avail. Does anyone have a suggestion of how else I can complain and try to get an answer?

 

[RB]

I've been flying with Singapore Airlines for over 30 years. One of the things that always stood out about their operations was the quality of the call centre and their efficiency at handing any issues that arose.

I now find myself wanting to make a complaint about their lack of response to an outstanding case I have. I put in a request almost 2 weeks ago to have the validity date on some redemption tickets extended. The points used would have expired by now so the only way to change them beyond their existing validity is for the relavent department to grant me an extension. I wouldn't be that concerned except that we are talking about 520,000 miles worth. I completely understand if they are not willing to extend the tickets - my complaint is that they promised me a response one way or the other in 72 hours and now almost 2 weeks later, after numerous follow-up calls, there is no answer. I have no PBS status. Meanwhile the alternative redemption plans availble to me are drying up.

I've called the usual Krisflyer service centre multiple times and they simply re-issue a follow up request with the relavent department to no avail. Does anyone have a suggestion of how else I can complain and try to get an answer?

I have sent you a private message

 

[lovestotravel]

In the 10 years of flying SQ, after ditching QF, I've never found the KF contact centre to be that great

 

[Dr Bob]

I've been flying with Singapore Airlines for over 30 years. One of the things that always stood out about their operations was the quality of the call centre and their efficiency at handing any issues that arose.

I now find myself wanting to make a complaint about their lack of response to an outstanding case I have. I put in a request almost 2 weeks ago to have the validity date on some redemption tickets extended. The points used would have expired by now so the only way to change them beyond their existing validity is for the relavent department to grant me an extension. I wouldn't be that concerned except that we are talking about 520,000 miles worth. I completely understand if they are not willing to extend the tickets - my complaint is that they promised me a response one way or the other in 72 hours and now almost 2 weeks later, after numerous follow-up calls, there is no answer. I have no PBS status. Meanwhile the alternative redemption plans availble to me are drying up.

I've called the usual Krisflyer service centre multiple times and they simply re-issue a follow up request with the relavent department to no avail. Does anyone have a suggestion of how else I can complain and try to get an answer?

Had a similar situation about a fortnight ago. A business return to Italy for a family meet up and holiday. But then daughter (reason for the trip) had to cancel. Departure date was 23rd August so thought we would be stuffed.
Set a new date for next March with availability and rang through with prompt answering. All seemed good but after about 10 minutes of trying the agent came back with " sorry sir we can't re-book as the original tickets were issued in November 23 and re-booking has to be for a date within 12 months of original ticket issue". Her suggestion was to cancel and re-book available flights which I did.
I thought at the time I had about 160K points I would loose (were going to expire in early 24, I thought) but was assured they would be returned immediately for re-booking, but there was a fee for the point returns. All points not just those that might have expired.
Points were back when I checked within 30 minutes of hangup but CC refund took about 3 days. Ended up costing me around 400 bucks.
I had thought that I could ring and change date if it was within 9 or 12 months of the original flight not ticketing date. Anyway I wasn't going to argue and was happy with the end result.
As an aside the re-booking of the Qlink connection to and from Syd was $200 and would have been $400 had I not used points for one of them.

It would seem they have changed the rules post covid but others in the know might have accurate advice.

Cheers Dr Bob

 

[aspro2]

I find the call centre much weaker now than pre-Covid (when it wasn't always great either). The Philippines call centre staff are of very mixed quality/skill and it is clear that they have absolutely no discretionary power. It's all wait-on-hold for something to be checked... piece of information... wait-on-hold for next request to be checked with a team-lead... etc etc.

I have a complaint pending for four weeks now, with no contact other than automated acknowledgement. The lack of response forced my hand to cancel an itinerary they had stuffed up, with associated losses that I've had to incur for land components and alternative travel. I was able to get them to extend a (thankfully tiny) number of expired miles, but the remainder were refunded with their original two-months-left validity (call centre suggested I pay to extend them! Nup), which leaves me needing to find a way to use them when I have no plans ready.

As per the OP's request, suggestions on a channel to get my complaint dealt with properly would be welcome.

 

[lovestotravel]

It really annoys me when premium companies such as SQ outsource a call centre to a cheap operator...

That being said the company I work for does it too and it causes no end of complaint, but it's still cheaper than onshore

 

[Jacques Vert]

It really annoys me when premium companies such as SQ outsource a call centre to a cheap operator...

That being said the company I work for does it too and it causes no end of complaint, but it's still cheaper than onshore

But what is the long-term damage to the company? And how many millions do they spend on advertising to win back the customers they pissed off years ago?

 

[dajop]

But what is the long-term damage to the company? And how many millions do they spend on advertising to win back the customers they pissed off years ago?

Swings and roundabouts. For every disaffected customer they lose, they probably pick up one who's disaffected from another airline. It's not as if the Qantas, Emirates etc all have stellar call centers.

 

[p--and--t]

In the 10 years of flying SQ, after ditching QF, I've never found the KF contact centre to be that great

I find the call centre much weaker now than pre-Covid (when it wasn't always great either). The Philippines call centre staff are of very mixed quality/skill and it is clear that they have absolutely no discretionary power. It's all wait-on-hold for something to be checked... piece of information... wait-on-hold for next request to be checked with a team-lead... etc etc.

I have a complaint pending for four weeks now, with no contact other than automated acknowledgement. The lack of response forced my hand to cancel an itinerary they had stuffed up, with associated losses that I've had to incur for land components and alternative travel. I was able to get them to extend a (thankfully tiny) number of expired miles, but the remainder were refunded with their original two-months-left validity (call centre suggested I pay to extend them! Nup), which leaves me needing to find a way to use them when I have no plans ready.

As per the OP's request, suggestions on a channel to get my complaint dealt with properly would be welcome.

Swings and roundabouts. For every disaffected customer they lose, they probably pick up one who's disaffected from another airline. It's not as if the Qantas, Emirates etc all have stellar call centers.

Rarely the grass is greener...

 

[MARTINE]

Rarely the grass is greener...

Agree
Weeds grow everywhere…

 

[Ktan89]

Do you get approved extension just by complaining?