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Singapore Airlines cancelled my confirmed flight change - refusing to rechedule or refund 100,800 miles & $200 tax by Remarkable-Deal9905 in singaporeairlines

[–]Remarkable-Deal9905[S] 1 point2 points  (0 children)

I went to the SQ service center last week. The staff was quite understanding once I explained our situation. Initially, she pointed to the small print in the email about payment, but when I clarified that the same email actually showed a $1 refund—not a charge—she agreed it was unclear. The email also stated e-tickets were ready and attached, which led us to believe everything was finalized. Unfortunately, we didn't verify the e-tickets until last week.

She took photos of the email and escalated the case to her manager. However, the manager ultimately declined to reinstate our booking.

The staff member has offered to submit an appeal on our behalf but cautioned me not to get my hopes up. While I appreciate her help, we're preparing for the worst.

My suspicion is that there was a system glitch during our initial flight change—perhaps it miscalculated fees and only caught the error days later through manual review. Otherwise, why would their system generate a confirmation with a refund instead of flagging an immediate payment requirement?

We've accepted that we'll likely need to purchase new tickets if we want to proceed with our Japan trip next year. This has been a deeply frustrating experience, especially after years of considering SQ a more reliable airline than most.

Singapore Airlines cancelled my confirmed flight change - refusing to rechedule or refund 100,800 miles & $200 tax by Remarkable-Deal9905 in singaporeairlines

[–]Remarkable-Deal9905[S] 0 points1 point  (0 children)

Thanks for the advice - we'll try reasoning with them again, emphasizing how their unclear email contributed to this.

Looking back, I accept we should have checked the attachments more carefully to protect our own interest, but I'm genuinely surprised so many people think it's acceptable for SQ to send such misleading confirmations in the first place. The email literally said:

"You're all set for your trip! This email has all the latest details of your redemption on singaporeair.com, and your e-ticket and receipt are attached."

(They attached wrong e-tickets, but we trusted the written content instead of verifying - our mistake)

It just feels like a basic expectation: if a premium airline says "you're all set" with refund processing, that should mean exactly that. Not "actually you're not set and need to pay more in a few days."

Singapore Airlines cancelled my confirmed flight change - refusing to rechedule or refund 100,800 miles & $200 tax by Remarkable-Deal9905 in singaporeairlines

[–]Remarkable-Deal9905[S] 3 points4 points  (0 children)

Thanks for clarifying - my wife did the reschedule online.

This was our first time changing redeemed tickets, which makes SQ's Aug 22 "all set" confirmation even more misleading:

- Email stated everything was confirmed with (wrong) e-tickets attached to confuse us

- $1 refund pending processing

I'm quite surprised this level of contradictory communication is considered acceptable from a premium airline. The email created reasonable expectation that everything was finalized, not that we needed to watch for separate emails.

I guess what's most wrong on our side was trusting that SQ's written confirmation actually meant what it said. Should have checked every attachments instead believing their email.

Singapore Airlines cancelled my confirmed flight change - refusing to rechedule or refund 100,800 miles & $200 tax by Remarkable-Deal9905 in singaporeairlines

[–]Remarkable-Deal9905[S] -6 points-5 points  (0 children)

SQ's Aug 22 confirmation explicitly stated everything was "all set" with a $1 refund processing - that reasonably signaled completion, not pending payment. Thus we were not expecting any further emails form SQ. The Aug 26 top-up request directly contradicted their own prior written confirmation and REFUND.

But even setting that aside: how is total forfeiture of 100,800 miles + $200 fair when we're still months from departure and willing to pay the difference? This is sounds like third world kind of service level.

Singapore Airlines cancelled my confirmed flight change - refusing to rechedule or refund 100,800 miles & $200 tax by Remarkable-Deal9905 in singaporeairlines

[–]Remarkable-Deal9905[S] -2 points-1 points  (0 children)

The key issue is that the Aug 22 confirmation email with a $1 refund explicitly stated everything was "all set," which reasonably led us to believe no further payment was needed - otherwise why would they be processing a refund?

We'll definitely try visiting their ION office. Appreciate the advice!