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KrisFlyer Mileage Accrual Issues  
User currently offlinersrik From India, joined Oct 2008, 160 posts, RR: 0
Posted (1 year 9 months 1 week 2 days 17 hours ago) and read 2540 times:

Hi All

To me, Singapore used to be (and still is in some measure) a yardstick to measure airline standards. So, I have been surprised to encounter quite a few issues with them.

Specific to Krisflyer:

1. When I am booked on a specific flight, say, from Jakarta - Singapore, or Mumbai - Singapore .... arrive at the airport earlier ... and change to an earlier flight at the airport, the mileage never shows up automatically. This despite my KrisFlyer number being added, and displayed on the boarding pass. I need to explicitly invoke Missing mileage process on the web.

2. Five days ago, I made an international trip and upgraded my economy class ticket using miles. Those miles have still not been added to my account, and when I requested missing miles credit over the web, I received a message that the itinerary is not valid for mileage accrual !?!

Shouldn't such mileage accruals happen easily and naturally with an airline such as SQ?

And has anyone tried to get help from SQ over the web lately? I have had way too much trouble in getting their attention, especially when I send an email via web. There was one intance when I sent them a grievance related to baggage delay, and they never responded for more than a month. And, when they finally responded, it was a rather "template" response rather than an apt response to my issue....I had even offered to share some lapses that I had noted in their Chennai,India baggage office over the phone. They never bothered to approach me asking what those observations were....

I am not trying to accomplish much with thread, but to share my thoughts....

Any comments?
Sri

7 replies: All unread, jump to last
 
User currently offlinersrik From India, joined Oct 2008, 160 posts, RR: 0
Reply 1, posted (1 year 9 months 4 days 10 hours ago) and read 2376 times:

By the way...

It has been a full 11 days since my Economy-upgraded-Business flight on SQ from BOM - JKT. They are yet to post miles to my account. I sent them a gentle mail enquiring about it... And an agent responding me with the following
"You still have not flown your return leg from Jakarta - Mumbai, so, we cannot credit your miles for it.
We are still working on your Mumbai - Jakarta trip"

I was a bit speechless reading the first part of their response !


User currently offlineSIA747Megatop From Singapore, joined Apr 2012, 288 posts, RR: 0
Reply 2, posted (1 year 9 months 4 days 5 hours ago) and read 2360 times:

Quoting rsrik (Thread starter):
When I am booked on a specific flight, say, from Jakarta - Singapore, or Mumbai - Singapore .... arrive at the airport earlier ... and change to an earlier flight at the airport, the mileage never shows up automatically.

Could you rephrase that please? Would be much easier to assist you with your concerns. What I've gathered from the above is that if you arrive at the airport early (let's say for flight SQ423 from BOM-SIN) but realise you are able to make the earlier flight (SQ425, 2 hours before) that the miles from the said sector aren't credited to your account immediately? This process can take up to 2 days.



Would you like fries with that? I didn't think so.
User currently offlinersrik From India, joined Oct 2008, 160 posts, RR: 0
Reply 3, posted (1 year 9 months 3 days 22 hours ago) and read 2340 times:

Quoting SIA747Megatop (Reply 2):
the miles from the said sector aren't credited to your account immediately? This process can take up to 2 days.

Hi, Thanks for your response. In my case this took months, and still did not happen automatically until I raised a request. I made some of the said trips in Feb, March and noticed in June that they were not added to my account. I expected that the miles will naturally get posted to my account, and did not check. Once I realized, I had to initiate the process and then the miles were posted.

On the occasions when I did not swap flights, the mileage was posted within a day or so.


User currently offlineCoal From United States of America, joined Aug 2006, 2006 posts, RR: 9
Reply 4, posted (1 year 9 months 3 days 21 hours ago) and read 2338 times:

Quoting rsrik (Thread starter):
upgraded my economy class ticket using miles. Those miles have still not been added to my account

Can you re-write that? I think I know what you mean, but it sounds as if you are wondering why you didn't accrue the miles you used for the upgrade.

Anyway, I am very disheartened by SQ lately. Their hardware in J and F is great. But a lot of things leave a lot to be desired. KrisWorld has become a joke, especially vs. the IFE on EK and QR. Even UA seems to have a more extensive entertainment library than SQ. The SQ website is an absolute joke. I just hope the people doing their web IT are not the same doing their ops IT. More often than not, the booking engine is down, the website shows I have no booking when I have 2 or 3 at a time.

Cheers
Coal



Nxt Flts: VA SYD-CBR-SYD | VA SYD-OOL-SYD | JQ SYD-MEL | VA MEL-CBR-SYD | DL SYD-LAX-ATL-MIA | B6 FLL-DCA-BOS | DL BOS-L
User currently offlinersrik From India, joined Oct 2008, 160 posts, RR: 0
Reply 5, posted (1 year 9 months 3 days 18 hours ago) and read 2333 times:

Quoting Coal (Reply 4):
Can you re-write that? I think I know what you mean, but it sounds as if you are wondering why you didn't accrue the miles you used for the upgrade.

Hi, I bought an economy ticket. One way from BOM - JKT yields 3000+ miles. That is the mileage I am expecting to see in my account.

Quoting Coal (Reply 4):
The SQ website is an absolute joke.

The biggest trouble I am having is to know whether I am going to become 'Gold' in 1 month or not  . The manner of representing Elite status does not leave it crystal clear. I am already Silver, approaching Gold, but I am being told I need xxx miles to "re-qualify for Elite Silver"...!??

Quoting Coal (Reply 4):
KrisWorld has become a joke, especially vs. the IFE on EK

Have to agree with you. They have not changed many TV series episodes in 2-3 months.

I was a bit taken aback to see that the "dessert" in their J menu is "fresh fruits".... And, they walked around with a basket of bananas, apples, grapes.... I thought that was a bit unimaginative.


User currently offlineSIA747Megatop From Singapore, joined Apr 2012, 288 posts, RR: 0
Reply 6, posted (1 year 9 months 2 days 22 hours ago) and read 2292 times:

Quoting rsrik (Reply 3):
Hi, Thanks for your response. In my case this took months, and still did not happen automatically until I raised a request. I made some of the said trips in Feb, March and noticed in June that they were not added to my account. I expected that the miles will naturally get posted to my account, and did not check. Once I realized, I had to initiate the process and then the miles were posted.

Hi Sri, thanks for the clarification. Did you fill out the retroactive mileage claim form? This is usually my first port of call in such a situation, should help speed up the process.  
Quoting rsrik (Reply 5):
I am already Silver, approaching Gold, but I am being told I need xxx miles to "re-qualify for Elite Silver"...!??

I take it you are in your 2nd year of elite silver? Unless this is a website cock-up, you must requalify for elite silver before you can hit elite gold.



Would you like fries with that? I didn't think so.
User currently offlinersrik From India, joined Oct 2008, 160 posts, RR: 0
Reply 7, posted (1 year 9 months 2 days 18 hours ago) and read 2285 times:

Quoting SIA747Megatop (Reply 6):
Did you fill out the retroactive mileage claim form? This is usually my first port of call in such a situation, should help speed up the process

Hi, Yes, I did. And that is how/when I got those miles posted.
But my point is, had I not known this or checked within 6 months, I might not have received those miles at all. I am wondering why SQ failed to post those miles just because I changed a flight.

Consider this example, which repeated frequently:

I am booked on a CGK - SIN - BOM leg
I show up at CGK earlier, and take an earlier flight (since SIN is a far superior airport, I would rather wait there, than CGK).
I complete the rest of my journey...
After days/months, I see that CGK - SIN miles are not posted, but SIN - BOM have been posted.

Similar issue surfaced on the reverse itinerary where I took an earlier flight from BOM. The BOM - SIN miles did not get posted, but SIN - CGK got posted.

I don't understand the challenge faced by SQ here....And, If I must sympathize with them, I wouldn't know what I am sympathizing for. I don't recall any other airline facing such a challenge with a basic activity such as posting miles.

What is worse is, even a basic, polite email via their website is not generating any interest from SQ.


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