FURIOUS! Date change = more points!

[maestro]

Hi Everyone,

Thought you might all want to be aware.

I had an already ticketed award booking in Business Class from SIN-FCO which I booked months ago. Yesterday, I had to make a simple date change for a flight two days earlier.

Imagine my horror when I saw that an extra 12,750 points have been taken out of my account WITHOUT telling me!

Apparently, even though the booking was already ticketed, because I changed a date after the award fees went up, I have to pay the new award fee to change the date!

Not happy!

[alian]

How typical SQ. did the person inform u of the charges / cost change during the change request ? Cause they must inform. You need permission before taking money from people wallet. Else it's theft to me even if it's FF Miles.

[maestro]

How typical SQ. did the person inform u of the charges / cost change during the change request ? Cause they must inform. You need permission before taking money from people wallet. Else it's theft to me even if it's FF Miles.

Yep! Called 3 times now to speak to different people and all say along the lines of "they are the new rules".

I even told them no one made me aware of it before making the change and to revert the date back because I didn't authorise the fee deduction (and they can check the original phone recording) and they said now the original date is on waitlist. What joy!

[alian]

I've complained to SQ many many times. Their problem always is at admin end of things. In general all my flights have been very good and the service of the ground staff typically from checkin to end of flight has been great service (in general). But my concerns has always been at the admin level. Different people different standards different knowledge. Always so very inconsistent and generally doing things by the book without much after thought. Typical of most MNC or big companies where the senior management firewall themselves with a line of customer officers (CSO) who are not empowered but get the brunt of the customers.

My feedback to SIA has been to empower the CSO and also send them for the same service quality training as the FAs. This would be then provide a more consistent service across the board and experience for the customer.

Oh well ....