book a super first class seat on the 777-300ER and end up with an inferior product

[BrunonSQ]

I bought one of those super expensive Business class ticket to Hong Kong (2x the price of United and much more than CX) and used my super expensive miles to upgrade both my wife and myself into First class. Both my wife were looking forward having our mini suite on the 777-300ER with lie flat bed and giant TV screen (as mentionned by SQ on the advertising). SQ changed the airplane at the last minute to a 777-200ER and we where shocked to be seated in an old inferior first class product - i could even not stretch my legs. This first class product is even inferior to their newer business class product. Our request to wait for the next plane (A380) and to be seated in the highest class (1st or suite) was denied. Both my wife and myself were fuming because we were being sold a high class product at an inflated price and then we had to fly back in a piece if flying junk - their replacement aircraft was in a terrible condition - so was the food. Any one else had such experience and what have you done about ?

[hybridace101]

First, there is no F in a 77E, probably it is the old regional 772 you're talking about. But I'm sorry to hear that. Here is the thing, regardless of the "newness" of the product, they will charge about the same for a particular route. For SQ though, there is a significant difference between F and R, hence you are considered to be "upgrading" if you wish to go to R class.

Was that the only 77W scheduled for the day?

[fone]

You can probably request for a 50% of the miles since you eventually took the old product that should come with saver redemptions.

[feb01mel]

First, there is no F in a 77E, probably it is the old regional 772 you're talking about. But I'm sorry to hear that. Here is the thing, regardless of the "newness" of the product, they will charge about the same for a particular route. For SQ though, there is a significant difference between F and R, hence you are considered to be "upgrading" if you wish to go to R class.

Was that the only 77W scheduled for the day?

Must be morning flight SQ860. The other 77W will be SQ 2 which departs in the evening.

[j.lin]

To make you feel a little better, you did not miss much on 77W. For the 3 hours flight, you can't make full use of the bed anyway...even if you want to convert to a bed, you need to manually do it and ask for mattress and that takes about 15-30 min. The full 6-course meal already takes up about 2 hours. Another 1/2 hour is for landing and what you are left with is just 1/2 hour (unless you choose not to eat=p).

[225]

I would complain to Kris Flyer, I did after the same thing happened to me, albeit Y to J and after a few rounds of emails I received the miles I had to top up back in to my account.

[benlee]

To make you feel a little better, you did not miss much on 77W. For the 3 hours flight, you can't make full use of the bed anyway...even if you want to convert to a bed, you need to manually do it and ask for mattress and that takes about 15-30 min. The full 6-course meal already takes up about 2 hours. Another 1/2 hour is for landing and what you are left with is just 1/2 hour (unless you choose not to eat=p).

There's significant difference between the 77W F and the regional F, even if not for sleeping. It's much more spacious and the IFE is provided via a large 23" LCD TV. I never bother with IFE when flying regional F. Eating is also more comfortable since it is a properly sized table. Whereas in regional F, esp the 772, the fold-out table is small.

BTW, this also happened to me once. Book 77W F on full fare and end up with a 772 instead. I did complain but were given the usual token explanation about "unforseen change of aircraft" etc. But then, during a subsequent flight shortly afterwards on the same route, there was another change of aircraft and the 77W was swapped with a A380 and I ended up in R. So overall, plus and minus balance off

[hybridace101]

I'm assuming were talking about the F on the unrefurbished 777s. Here's the sad or happy part: regardless of the age of the product, you still pay around the same price (take note F and R are usually treated as separate products). What I interpret it though as you are not merely paying for the product but the service you expect from the staff from arrival until landing.

If I think the F price is TOO high, then it will come natural I would expect the better product but at the same time, expect the same service here that I would regardless of the product's age. But if I think F price is just right, I won't feel disappointed if I get the older product because I would still expect the same service.

Bottomline: I look more at the service level rather than the product (seat) before complaining. SIN-KUL used a 77E and marketed the SpaceBed as F. It was in other words focused on the F service.

On another note, the edge of 77W's F as opposed to A380s R is that the latter is done more manually, as far as I understand. You can press a few buttons on the 77W and you have a bed. Of course it takes a while to set-up the beddings etc.

[SQflyergirl]

You can press a few buttons on the 77W and you have a bed

Ah you mean the bed button right? You know, the big one next to the TV screen?

[astroboy]

Ah you mean the bed button right? You know, the big one next to the TV screen?

Absolutely. The "bed button", when pressed, will summon a Leading Stewardess, who will then proceed to produce the afore-mentioned bed.

[SQflyergirl]

Absolutely. The "bed button", when pressed, will summon a Leading Stewardess, who will then proceed to produce the afore-mentioned bed.

ah that .....

[MAN Flyer]

But if I think F price is just right, I won't feel disappointed if I get the older product because I would still expect the same service.

I am sorry but that just doesn't wash. If someone is expecting a certain type of hard product and they get an inferior one than the one booked then they have a right to complain. Claiming the soft product will still be the same is not good enough, as you pay for and expect the combination of hard and soft product when flying in J or F.

Bottomline: I look more at the service level rather than the product (seat) before complaining. SIN-KUL used a 77E and marketed the SpaceBed as F. It was in other words focused on the F service.

Are you seriously trying to say SQ 'focused on the F service' on SIN-KUL, which is barely a 30 minute flight ?.

Sorry, but that is nonsense. There was no 'F service' provided on the shuttle runs at all, they didn't have chance to. By the time the seatbelt signs are off there is about 20-25 mins flying time left. They then have to chuck your snack and drink at you and most of the time before they have finished the service the flight deck were on asking 'cabin crew please prepare the cabin for arrival. I am not sure what you are comparing it against but it's barely any sort of service, never mind an F service.

You can press a few buttons on the 77W and you have a bed. Of course it takes a while to set-up the beddings etc.

Really ?. The fact that you have discovered some buttons on the 77W F seat that can make it into a bed will come as a great surprise to the thousands of customers who have actually travelled in that seat....and no doubt to people at SQ as well.

[fuu99]

I'm assuming were talking about the F on the unrefurbished 777s. Here's the sad or happy part: regardless of the age of the product, you still pay around the same price (take note F and R are usually treated as separate products). What I interpret it though as you are not merely paying for the product but the service you expect from the staff from arrival until landing.

If I think the F price is TOO high, then it will come natural I would expect the better product but at the same time, expect the same service here that I would regardless of the product's age. But if I think F price is just right, I won't feel disappointed if I get the older product because I would still expect the same service.

Bottomline: I look more at the service level rather than the product (seat) before complaining. SIN-KUL used a 77E and marketed the SpaceBed as F. It was in other words focused on the F service.

On another note, the edge of 77W's F as opposed to A380s R is that the latter is done more manually, as far as I understand. You can press a few buttons on the 77W and you have a bed. Of course it takes a while to set-up the beddings etc.

Hardware isn't important?!? Uhm, I paid for IT!

[solitaire]

Hardware isn't important?!? Uhm, I paid for IT!

I agree completely.

I had a reason to give SQ people the same argument when they substituted an old 777-300 for the newly refurbished 777-200. They rang me to tell that the seat will only recline 13 inches and this is "just for your information".

I then said that if, as an individual, I take money for a rolls-royce and deliver a toyota corolla, I will be sent to jail so fast that I may not be able to bank my ill gotten gains. So just because SQ is a corporation, it is ok for them to perpetrate this fraud without any consequences? I also gave him the standard spiel about being solitaire etc. and the way they (mis) treat their loyal customers.

I think the guy at the other end did understand my point of view because he rang me after a couple of hours stating that he had manged to accomodate me on another flight which was a 777-300ER.

In this instance SQ listened, but there should be a compensatory policy when they "downgrade" their product.

BTW, this booking was a redemption business saver.

[hybridace101]

Hardware isn't important?!? Uhm, I paid for IT!

To you it is and I understand. But let's think about it: why are Y seats for a particular destination priced the same regardless of aircraft? An older 772 has an inferior product to those in the newly refurbished ones but still we end-up paying the same price. Same thing with C and F. It is between F and R where there are differences.

It's up to you on how you want to look at what the price should be commensurate to: the product or the service given. For me if I believe the service level isn't commensurate to the ticket price, then I would complain.

Sadly unexpected substitutions happen in flights.