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PPSV on upgraded ticket

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  • PPSV on upgraded ticket

    I friend of mine recently purchased SIN-ZRH-SIN in E class for a personal trip. While she was in ZRH, her company had her stay on in Europe for a business meeting, and as such they upgraded her E class ticket to Z class on CDG-SIN. If I understand correctly, the o/w fare difference between E and Z was paid via the Singapore travel agent.

    The r/t Z class fare is approx. S$8000, so one would reasonably expect her CDG-SIN to earn around $4000 PPSV. However she was shocked to discover a PPSV credit of only approx. $1900 (I don't have the exact value), which I suspect is equivalent to the fare difference paid between E and Z.

    Has anyone had a similar experience, and do you suppose PPS Club could be reasoned with to credit her a higher PPSV? (She is QPP and hoping to requalify this year...)

    Thanks in advance.

  • #2
    I have a recent experience with a flight to an Asian destination. I initially purchased a EY Class ticket accrued was based on the EY fare and subsequently upgraded at the airport before departure. What was accrued was the EY fare amount but not the upgraded amount. I have requested for the correct amount to be stated and the respond was they accrued the amount from the original ticket fare. I have responded that the upgraded amount was not added in and responded with relevant details for them to look into.

    I believed your contact should not have a problem getting the full PPSV added in.

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    • #3
      Originally posted by LionCity View Post
      I have a recent experience with a flight to an Asian destination. I initially purchased a EY Class ticket accrued was based on the EY fare and subsequently upgraded at the airport before departure. What was accrued was the EY fare amount but not the upgraded amount. I have requested for the correct amount to be stated and the respond was they accrued the amount from the original ticket fare. I have responded that the upgraded amount was not added in and responded with relevant details for them to look into.

      I believed your contact should not have a problem getting the full PPSV added in.
      Thanks for the info. In her case the PPSV credited was definitely more than the economy fare, so I'm guessing they credited her the fare difference.

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      • #4
        Originally posted by milehighj View Post
        Thanks for the info. In her case the PPSV credited was definitely more than the economy fare, so I'm guessing they credited her the fare difference.
        I think it is probably a human error. Apparently in my case they did not realise the existence of the upgrade booking. In the past SQ credit EY to J fully on sectors. I assume that this will continue (although one can never be sure with PPS no longer considered a priority with SQ any more). However, no harm writing in on this issue.

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        • #5
          Just an intermediate update.

          Called PPS line in SIN
          -> transferred to Krisflyer
          -> transferred to PPS specialist at Krisflyer.

          At all three levels, the initial dismissive responses ranged from "Sir, PPSV is the fare less taxes and fees...", or "it's a formula", or "you don't earn PPSV for economy". It was only after I made it clear that I knew the exact fares paid and fare classes, and offered to quote them the ticket numbers did they bother to take this seriously.

          Anyway, after being put on hold for some time, they did acknowledge that an error was made, and her case has been sent to Krisflyer Membership Services for a manual retroactive change. Was advised that this can take weeks.

          I am still not convinced that they will get the correct amount. The last guy I spoke to eventually agreed that the o/w E->C fare difference (S$2243) should clearly be credited as PPSV, but he seemed to fudge whether half of the original r/t E fare ($807) should also count.

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          • #6
            Originally posted by milehighj View Post
            Just an intermediate update.

            Called PPS line in SIN
            -> transferred to Krisflyer
            -> transferred to PPS specialist at Krisflyer.

            At all three levels, the initial dismissive responses ranged from "Sir, PPSV is the fare less taxes and fees...", or "it's a formula", or "you don't earn PPSV for economy". It was only after I made it clear that I knew the exact fares paid and fare classes, and offered to quote them the ticket numbers did they bother to take this seriously.

            Anyway, after being put on hold for some time, they did acknowledge that an error was made, and her case has been sent to Krisflyer Membership Services for a manual retroactive change. Was advised that this can take weeks.

            I am still not convinced that they will get the correct amount. The last guy I spoke to eventually agreed that the o/w E->C fare difference (S$2243) should clearly be credited as PPSV, but he seemed to fudge whether half of the original r/t E fare ($807) should also count.
            Thanks for calling up Krisflyer. I was about to call them up to about my case. Unfortunately, I think they do have problems on staff turnover and many agents are often not very well versed with system. I won't be surprised if many of us know more than they do. Anyway, I intend to call them up to urge them to move a little faster on the follow-up. However, their initial response has been very fast though.

            I do find that if you change flight for e.g. CGK with multiple flights daily, the PPSV is often not credited. It is something with their system that could not capture it well.

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            • #7
              I just my missing PPSV updated in the system as what I have requested. So I am pleased although it took a while and a couple of phone calls.

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              • #8
                Originally posted by LionCity View Post
                I just my missing PPSV updated in the system as what I have requested. So I am pleased although it took a while and a couple of phone calls.
                LionCity, was your issue recorded on the KF website as a Missing Mileage Claim?

                I'm curious to know as the KF agent I spoke to said that's how they would pursue the matter, but there's no Missing Mileage Claim reference in my friend's KF account.

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                • #9
                  Originally posted by milehighj View Post
                  LionCity, was your issue recorded on the KF website as a Missing Mileage Claim?

                  I'm curious to know as the KF agent I spoke to said that's how they would pursue the matter, but there's no Missing Mileage Claim reference in my friend's KF account.
                  No. I went through the SQ online feedback rather than the retroactive mileage claim. It was not recorded in the KF Website Missing Claim.

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                  • #10
                    Great thanks for the clarification.

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                    • #11
                      Would you kindly enough let us know the result of your dealing with SQ regarding the PPS Value? How much actually credited at the end? Just curious...

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                      • #12
                        In my friend's case, it has been amended to slightly less than what I suggested should be the correct PPSV in Post #5.

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