Why is Krisflyer redeeming so hard?

[aus_flyer]

I’m finding making redemption bookings (and changes) particularly difficult. I’m not sure if this is standard or I’m just having bad luck!

Firstly, phone agents can’t see the same partner availability as is available online.

Secondly, once the ticket is issued you cannot add flights or change the routing.

Thirdly, when trying to change SQ flights the agents can't see the same availability as online. So have to cancel and rebook.

Fourth, you can’t mix classes in a single award.

Anyone else experience this?? It feels incredibly restrictive compare to most other frequent flyer programs.

 

[Long_20]

Yeah, it sucks. I've found phone agents to be more helpful and are able to book flights that dont show up on the online system.

 

[Mr H]

I’m finding making redemption bookings (and changes) particularly difficult. I’m not sure if this is standard or I’m just having bad luck!

Firstly, phone agents can’t see the same partner availability as is available online.

Secondly, once the ticket is issued you cannot add flights or change the routing.

Thirdly, when trying to change SQ flights the agents can't see the same availability as online. So have to cancel and rebook.

Fourth, you can’t mix classes in a single award.

Anyone else experience this?? It feels incredibly restrictive compare to most other frequent flyer programs.

My experience is based on 2019 - things may have changed.

You really need to book through phoning, not online unless it is the simplest of redemptions. Agents could see the same availability I could on the SQ site - although some flights that I found as married segments could not be booked separately. Flights with partner airlines that I found on other websites were also generally available but sometimes needed to be stepped out flight by flight rather than end point to end point. I was able to change the routing by calling up but could not change the destination. I was able to mix classes - often essential with F awards as some sectors may not have F cabins - and was charged at the highest class on the itinerary. There was good availability even near the date of the flights. The were very helpful but their system is painfully slow.

On the downside (for *A Awards), they have restrictions on not backtracking (I think they require a route to be 140% max - or some other percentage - of the distance from origin to destination); they have a max of six sectors on a ticket; and they do not allow stop overs on one way tickets.

 

[jakeseven7]

Its really really buggy at the moment as well if you want to change, I've not been able to change any of my bookings and had to endure hours long waits to do so over the phone/live chat....

Ahhhh covid the gift that keeps giving....

 

[Matt_01]

@aus_flyer welcome to the world of KF, my most recent experiences are as follows:

Partner award availability can depend on the agent and can be hit and miss however similar issues are often reported on the QF threads when the QF cannot seem to see partner availability that is online and most likely phantom.

It is possible to add flights to SQ booking but as far as I am aware these can only be SQ flights but maybe wrong. In Sep/Oct 21 I booked MEL-SIN-LHR when the return flights became available I added in FRA-SIN-ADL. It would have been easier to book 2 separate one way trips however I wanted all the fights on a single PNR to minimise any (potential) redeposit charges. You can also change routing, we decided to bin the UK/EU plan and the flights were changed to MEL-SIN-FRA-JFK-SEA-SIN-ADL and then again to BNE-SIN-YVR-SEA-EWR-SIN-ADL. These changes did not incur fees but did need a couple of calls (long) to KF and the biggest issue seemed to be the calculation on taxes and any additional miles required.

Finding their own inventory may also depend on the agent when I was changing flights mentioned above, the agent stated there was no availability SIN-ADL and would have to waitlist that sector. After explaining I already had this sector and only wanted to change everything else I was placed on hold while they did something and then they proceeded with the booking. If you cancel and rebook you may run the risk of getting charged the redeposit fee.

 

[Mr H]

If you cancel and rebook you may run the risk of getting charged the redeposit fee.

If you cancel and rebook, you are also at risk of your held flights not going back into the award pool. For example, someone else may have waitlisted for that flight or a PPS may have had an extra saver award seat opened for them that would cause your relinquished seat to vanish.

 

[lahlee]

If you cancel and rebook, you are also at risk of your held flights not going back into the award pool. For example, someone else may have waitlisted for that flight or a PPS may have had an extra saver award seat opened for them that would cause your relinquished seat to vanish.

Yes, so risky to cancel and hope your flights will reappear for you to book again - I've never been game to rely on it