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Old 21st May 2020, 05:40 PM   #511
ell3
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Originally Posted by maestro View Post
I just received an email from Singapore Airlines about our refund request, but I find it odd for a number of reasons, including, that our flight was from Istanbul-Sydney, not to Bangkok, and I do not feel comfortable to send a photo of our credit card via email. I find this email from SQ rather unprofessional. At first, I thought it a fake, but the PNR and Ticket Number are correct, as is my name and the last 4 digits of the credit card, also correct. The email address is xxxxx_xxxxx@singaporeair.com.sg

Would love to hear your thoughts.

Dear Mr xxxxx ,

We have found out you have asked for full refund for your ticket from Istanbul to Bangkok under ticket number xxxxx .

Please kindly note that our colleagues tried to refund the ticket and found out your credit card used this card with 4 last digits, xxxx has already expired.
Can you kindly give us the new details for this credit card or any alternate card detail and fill in the attached form so that we can refund your money to the new credit card.

Please kindly send us the photo of your new credit card and your id with your passport as well.

Best Regards ,

xxxxx xxxxx
Senior Sales Operations (Groups) Associate
Singapore Airlines
It still does sound like a scam. Check the actual recipient email address after you hit the reply button. Singaporeair.com.sg is legit, although more normally its singaporeair.com (without the .sg)

Btw the airline has made publicly clear not to send your credit card details via phone or email. Best to call them.
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Old 21st May 2020, 06:47 PM   #512
9V-JKL
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Originally Posted by maestro View Post
Please kindly send us the photo of your new credit card and your id with your passport as well.
This sets off many alarms bells for me!
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Old 21st May 2020, 07:08 PM   #513
maestro
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Originally Posted by ell3 View Post
It still does sound like a scam. Check the actual recipient email address after you hit the reply button. Singaporeair.com.sg is legit, although more normally its singaporeair.com (without the .sg)

Btw the airline has made publicly clear not to send your credit card details via phone or email. Best to call them.
Yes, the email address when I hit the reply button is the same: name_name@singaporeair.com.sg

It just seems so strange.
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Old 22nd May 2020, 05:04 AM   #514
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From next week and into June SQ will fly daily to LHR but only three flights per week with pax, the other four will be cargo only for now. That leaves the option to increase pax capacity if, by some chance, demand increases.
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Old 22nd May 2020, 07:13 PM   #515
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Originally Posted by maestro View Post
Yes, the email address when I hit the reply button is the same: name_name@singaporeair.com.sg

It just seems so strange.
“We have found out...”

That’s really badly worded English for a formal business letter. I would alert SQ immediately about this email. No way could their official practice be to ask for photos of credit cards. Something definitely isn’t right.
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Old 22nd May 2020, 09:12 PM   #516
maestro
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“We have found out...”

That’s really badly worded English for a formal business letter. I would alert SQ immediately about this email. No way could their official practice be to ask for photos of credit cards. Something definitely isn’t right.
So...

I called Singapore Airlines and sent them the email I had received. Here was their reply.

"Hi xxxxx,

Thank you for your email.

The email you have received is legitimate and sent to you by our colleagues. You may wish to return the indemnity form attached for them to process your refund.

Thank you.

Yours Sincerely,
Singapore Airlines Limited"


I found the whole thing quite unprofessional, to say the least. In the end, I wrote back, corrected them on the incorrect city pairing and kindly refused to send a photo of my credit card by email.
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Old 22nd May 2020, 10:42 PM   #517
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Originally Posted by maestro View Post
So...

I called Singapore Airlines and sent them the email I had received. Here was their reply.

"Hi xxxxx,

Thank you for your email.

The email you have received is legitimate and sent to you by our colleagues. You may wish to return the indemnity form attached for them to process your refund.

Thank you.

Yours Sincerely,
Singapore Airlines Limited"


I found the whole thing quite unprofessional, to say the least. In the end, I wrote back, corrected them on the incorrect city pairing and kindly refused to send a photo of my credit card by email.
Even if legitimately from SQ, I would not send a photo of my credit card. Rather do it over the phone. Doesn't SQ have that automated system whereby you're not even talking to a person when submitting your credit card details over the phone, but transferred to a bot?
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Old 23rd May 2020, 12:56 AM   #518
alian
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Just did a check on singaporeair.com.sg It is a domain own by SQ but it’s only for domain name lock-in purpose so that no one else can use. Many companies do that to prevent others from stealing their namesake or posing as them

However it is NEVER ok to provide any CC details over email as it is unsecured. I also never give to human over phone these days and only accept bot input.

As mentioned it is legit email but poorly executed. Poster should consider submitting a feedback to CAAS on SQ staff behavior on requesting for CC details over email it should never happen especially not in 2020 and with PDPA
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Old 23rd May 2020, 10:23 AM   #519
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I guess they might be using additional or less trained staff to do all this processing but I’m astounded at how badly executed this was.
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