Lots of discussion here recently regarding the effectiveness, or lack there of , of the krisflyer hotline.
I must say until last Friday evening my experience was poor. Agents that don't understand , arn't qualified , promised call backs that don't happen, on hold for over 4 hours at one point.
To cut a long story short , booked 3 J savers MEL to SIN return for July school hols back in Nov 2021 with some miles that were in a large bunch about to expire. The holidays have been interrupted by an interstate comp that mini UXB is due to play in so had to move the flights. Next available family holiday time Easter 2023
.
So I new the rules
- you cannot rebook beyond 12 months from original booking ie Nov 2022
-if cancelled the taxes are refunded but the points (360K) have expired so they are history
both options not working for me.
I thought to call , plead my case for points reinstatement paying whatever fee needed, then see if automatic 6 month extension could be applied to the expired points. A reasonable request I thought..... and so started the hours of time on the phone
-sorry I'm not qualified
- no we cannot do that
-I will get an agent to call you back
Starting to loose faith in the kris flyer experience but...... Eventually got an agent who said I can't do what you want but I can get the flights moved for you, I will put the new ones on hold and another agent will call back with the "manual calculation" within 24 hours.
A bit under 48 hours later agent calls , slight change in taxes but way cheaper than the points reinstatement fee and flights all changed. Happy campers here.
So very much a case of keep hanging up and keep trying again and hopefully SQ just keep training the operators