Rescheduled / cancelled flights / what are our rights?

[Dr Bob]

In November 12 I booked London - Sydney for 5/10/13 in J saver on SQ305 to Singapore departing 2000hrs then in December SQ advised that SQ305 departure changed to 1405hrs - a much longer layover in Singapore - rang the Krisflyer centre but could not change to SQ319 departing 2035hrs as booked on SQ305 so had to wear this. Now last Friday SQ has changed my booking to SQ317 departing 1130hrs - I assume SQ305 is cancelled. Major problem as we don't get back into London until mid morning on the 5th so no chance of catching flight unless we cancel or leave trip the day before to get back to London. Rang Krisflyer centre on Saturday & was told basically this flight or none despite J seats still available on SQ319 (not redemption seats) or they could refund points & charges & I could buy another ticket - defeats the purpose of the saver booking. Sent an email off stating my case but no reply as yet.
Should I keep ringing & ask for a manager? What are my chances of getting on SQ319 or do I have to cop it sweet & get on SQ317 & spend 16 hours in Singapore?
First time with SQ & have never had this problem with QF.

cheers Dr Bob

 

[albatross710]

Should I keep ringing & ask for a manager? What are my chances of getting on SQ319 or do I have to cop it sweet & get on SQ317 & spend 16 hours in Singapore?

SQ is a full service airline so it does sound unusual. Which number are you using to call? Krisflyer Singapore call centre is 02 9350 0203 which I usually find helpful.

Try a couple of calls until you feel you are speaking to a senior person. I've never had to ask for a manager as such.

I'm not sure of designated rights, i guess it is something like carriage on next available flight.

One thing in your favour is that you have a few months to sort it out.

Alby

 

[Dr Bob]

Yes Alby that was the number I rang on Saturday.
Have just rung again as suggested & a little bit more helpful this time.
The service person agreed that they had cancelled 305 & they had re-scheduled to 317 leaving earlier. As I would have difficulty making that flight she has put in a request to "seat allocation" to see if I can get 319 or 321 leaving that evening which would still give me 5hrs for my Sydney connection.
The whole problem seems to be TICKET CLASS & they don't want to budge. I booked business saver last November & there is no business saver available on 319 or 321 but on the web site there is standard & full J available. Let us hope logic prevails & I get on one of these.
My service person is ringing me back on Friday or sooner so I will let you know.
Certainly a better response than "take it leave it"

Cheers Dr Bob

 

[cgichard]

See this thread http://www.australianfrequentflyer....ve-rescheduled-flight-i-45516.html#post722921

Mine was a Y award booking late last year for travel in May this year. The seat I was offered a seat was on my preferred (later) flight on which no award bookings had been available at the time I made the booking.

 

[Dr Bob]

The saga continues. I think I should have taken my son's advise - he is a corporate lawyer in Sing - dad put your head in the oven it will be easier!!
No return call for ten days so planed to ring this week / email Saturday evening from SQ - we have been unable to contact you - at last progress.
Rang yesterday as requested - service person had no idea of my problem & email was just to confirm my booking on SQ317. So explained again my problem & got different answers from her. Can cancel my booking - not acceptable / no chance of SQ319 as closed? / can't change to SQ321 but could wait list / all to do with fare type i.e. business saver. Request to seat allocation will do nothing.
So with a slight language barrier she suggested - Confirm SQ317 - this will "unlock my booking & allow progress" - wait list for SQ321. No idea of my chances but probably the best I can do. Wait list can appear up to 72hrs before flight / is this correct?? I think she said I will be notified by phone - no good in Europe - or email - best option.
So with my booking unlocked was able to go online & check & found SQ317 confirmed but they have us in 11D & 15F - this has to be a joke surely. Can't select seats as I have a wait list in the booking so looks like another phone call coming up.
I really hope their on board service & Singapore lounge is great to offset this situation. So if SQ317 is the go we will have 17hrs in Singapore so will be able to go & get some sleep in our son's unit.

Cheers Dr Bob

 

[Dr Bob]

As expected no reply so rang last week to sort the seating & was put in 19D & F. Service person couldn't understand 11D & 15F - must be the computer.
But they did suggest wait list SQ319 as well as SQ321 to increase the chances. Checking the web site the waitlist seems to be a revolving door so will take whatever.
Anyway only 20 days to departure so will now concentrate on " book the cook "
Cheers Dr Bob

 

[docjames]

Sheesh!

The in flight service would want to be good after that mess.

You'll have to update us on the outcome!

Safe travels.