SIA & SilkAir Reservations System Upgrade on 8 Jul

[Dent@SUB]

a date change should trigger an automatic need to reissue IME

Did that several times on multiple segments *A redemption booking before...
As long as the date change was only on SQ flights, they never charged me anything for the re-issuing the ticket...
Even for partially used ticket, I still could change the date of the SQ flights without any fee...
Last time I did that was on my last March flights (I changed the last segment on the SQ flight from March to May)... and no re-issuance fee at all...
I think now the rules has been changed...

[sqdazz]

Did that several times on multiple segments *A redemption booking before...
As long as the date change was only on SQ flights, they never charged me anything for the re-issuing the ticket...
Even for partially used ticket, I still could change the date of the SQ flights without any fee...
Last time I did that was on my last March flights (I changed the last segment on the SQ flight from March to May)... and no re-issuance fee at all...
I think now the rules has been changed...

maybe no fee but the ticket would need to be reissued

[Dent@SUB]

maybe no fee but the ticket would need to be reissued

Nop... the tickets number were the same... (they sent me the new itineraries and also the tickets..)
Even the agent on that day specifically told me that no need to re-issued the ticket if only the SQ flight's date being amended...

No more good ol' day I guess...

[726]

seems everything is back to normal. was able to check-in my family today. It does improve the website a bit. The redemption upgrade is working again to the point where it can select flights. Previously I was not able to do this for that certain flight. I did not continue since I am still waiting for my definite schedule.

[cscs1956]

Not true, this is my encounter today:

I have my flight booked for SQ116 from Singapore to KL on 17/JUL and Return flight SQ 5329 on 19/JUL.

As I finished my work early, so I call up SGP SQ call center (believe is route to somewhere) 18/JUL morning

(around 08.50am) to have my flight changed from 19/JUL to SQ119 18/JUL.

Believe CSO name is Pankaj.



Flight change was confirmed
I logon to my KrisFlyer account and have a seat assigned (I remember is 39G)


To my surprise when I arrived KL airport this evening.

Person at counter told me she cannot find my booking.

Further checking she say my booking on 19/JUL is also gone

She say “they screw up the system again”

I asked who are they, isn’t that SQ too ?

She reply “sorry, I cannot help, this flight is over booked”

I am disappointed and demand to talk to manager (see attached).

He confirmed my booking is gone. I called IDD to call center again and CSO confirm they should see my booking

After some checking, he manged to assigned a seat and issue a boarding pass to me!


Another world first I guess.

[SQ218]

Changed seats due to SQ217/218 now being a A380. Seem to go through but didn't get confirmation email.

[cscs1956]

Changed seats due to SQ217/218 now being a A380. Seem to go through but didn't get confirmation email.

Suggest you check it again before departure.
Just get a call from "them", my case is under urgent investigation.

[SQueeze]

I have not been able to check in for a Silkair MAA-SIN flight for this afternoon. Booking was made prior to 8 July.

On SQ website, check-in attempts returned an error yesterday although the flight appears as eligible for check in in the list. Today, it is not even listed as available for check in now, 6 hours from departure.

On MI website and SQ mobile app, it said my booking was in order but not ticketed so I could not be checked in. This is impossible as I have travelled the first sector.

Sigh ..... one full year of problems after problems has passed for SQ. I miss those days of smooth seamless experience.

SQ miles also used to get posted immediately within an hour of completion of the flight. After 8 July, it seems longer (1-2 days). Anybody notices the same?

[cscs1956]

I have not been able to check in for a Silkair MAA-SIN flight for this afternoon. Booking was made prior to 8 July.

On SQ website, check-in attempts returned an error yesterday although the flight appears as eligible for check in in the list. Today, it is not even listed as available for check in now, 6 hours from departure.

On MI website and SQ mobile app, it said my booking was in order but not ticketed so I could not be checked in. This is impossible as I have travelled the first sector.

Sigh ..... one full year of problems after problems has passed for SQ. I miss those days of smooth seamless experience.

SQ miles also used to get posted immediately within an hour of completion of the flight. After 8 July, it seems longer (1-2 days). Anybody notices the same?

Correct, believe it takes much longer now. Mine was not updated till today.

[726]

We are sorry, we cannot check you in, as there are no flights eligible for online check-in.

that is what i get..... anybody else? Is my booking actually still there?

[cscs1956]

Goodness, so I am not alone! What do SQ management think?

[SQueeze]

I had the same problem. I have described it a few posts up.
I thought it was a Silkair code share issues.

I checked in at the airport with no problem. The seat assignment was still there as well during check in. So don't worry too much.

[726]

I have the same problem. I have described it a few posts up.
I thought it was a Silkair code share issues.

I checked in at the airport with no problem. The seat assignment is still there as well during check in. So don't worry too much.

thanks for the assurance. I simply cannot afford to have the flight changed to a later flight. I have less than 24 hours to connect in Narita. My flight is supposed to arrive in the evening, and the next morning, I will have ANA domestic flight within Japan, and eventually to Korea using Asiana. Hopefully all goes well. I plan to call Singapore to reconfirm everything, as I heard somebody with confirmed booking lost it completely.

[cscs1956]

This is the latestest reply : (many questions left un-answered, eg. can a system allow unsucessful changed to remove rest of record?)

================================================== ========
We are writing to follow up on our email of 20 July 2012.

We would like to again express our sincere apologies for your recent
experience with us on SQ119 / 18 July 2012.

We understand that you called in to our contact centre on 18 July 2012 to
change your original flight SQ119 / 19 July 2012 to depart on 18 July 2012
instead, and this change was confirmed by our agent. However at check-in at
the airport, you were informed that we were not able to view your booking.

Our investigation findings show that the change made by our contact centre
agent had not been successful. We are very sorry for this lapse on our
part ....

This is certainly not the level of service that we aim to provide. Let
us assure you that your experience has been brought to the attention of the
Contact Centre Manager. The agent concerned will be counselled to be more
attentive when servicing our passengers' bookings.

Further to that we regret the inconvenience caused at the airport when we
were unable to confirm a seat for you at that point in time. We could have done better.

[Dent@SUB]

Even though they said the migration process has been completed, in fact there should be still a mess on that system.

My mileages from the cancelled redemption ticket that has been cancelled on 17 July, until now, 26 July, has not been credited back to my account.

Emailed KF about this 3 days ago. They rang me on the next day. And they admitted that they need more time to process that because of the problem they had on system migration.

9 days, and still need time? Just for crediting back some mileages?

Should be a mess down there....