Singapore Airlines KrisFlyer
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Singapore Airlines KrisFlyer
Our family (5 of us) have been a Singapore Airlines KrisFlyer Elite Gold member for a few years.
I pay for the tickets so each time we fly I book and pay for 5 seats and sometimes 6 or 7 seats if I take my mother and Auntie along.
I had a problem in early may in that I flew with Delta (a SQ partner) the first time I flew with anyone other than SQ - from DUB to JFK but was not credited 'elite miles'. I contacted Singapore Airlines and explained that prior to booking the flight I had contacted their membership office to ascertain the required booking class to earn elite miles. The booking class they said I needed cost more and I booked what they suggested I needed.
I have contacted Singapore Airlines KrisFlyer on 8 occasions since early may and each time they promised to call me back but never did. This is not the type of service Singapore Airlines have built their reputation on. I'm one PAX but I buy 5 - 7 seats each time I fly and I fly enough miles with them every year for each to qualify for their Gold card.
Its not rocket science for them to calculate my annual spend with bthem but why am I receiving such poor service. They really cannot seem to see the wood for the trees.
I'm really feeling like an unvalued customer can anyone suggest who I might turn to in SQ to get service or has SQ gone down the drain in the past few months?
Has anyone else experienced the same? I'd be interested to see how you resolved it or did you vote with your feet?
Like everyone else I work hard for my money but Singapore Airlines deplorable customer service makes me strongly question my loyalty.
I pay for the tickets so each time we fly I book and pay for 5 seats and sometimes 6 or 7 seats if I take my mother and Auntie along.
I had a problem in early may in that I flew with Delta (a SQ partner) the first time I flew with anyone other than SQ - from DUB to JFK but was not credited 'elite miles'. I contacted Singapore Airlines and explained that prior to booking the flight I had contacted their membership office to ascertain the required booking class to earn elite miles. The booking class they said I needed cost more and I booked what they suggested I needed.
I have contacted Singapore Airlines KrisFlyer on 8 occasions since early may and each time they promised to call me back but never did. This is not the type of service Singapore Airlines have built their reputation on. I'm one PAX but I buy 5 - 7 seats each time I fly and I fly enough miles with them every year for each to qualify for their Gold card.
Its not rocket science for them to calculate my annual spend with bthem but why am I receiving such poor service. They really cannot seem to see the wood for the trees.
I'm really feeling like an unvalued customer can anyone suggest who I might turn to in SQ to get service or has SQ gone down the drain in the past few months?
Has anyone else experienced the same? I'd be interested to see how you resolved it or did you vote with your feet?
Like everyone else I work hard for my money but Singapore Airlines deplorable customer service makes me strongly question my loyalty.
I don't know who you can turn to, but I agree their customer service is falling. I'm a PPS member and they have just announced a severe downgrading of the 'perks', while upping the ante to qualify for it - WTF??
Coupled with the lowering of the standard of the F&B in the lounges, I too am beginning to wonder about loyalty and the $$$ I put in their pockets every year.
Coupled with the lowering of the standard of the F&B in the lounges, I too am beginning to wonder about loyalty and the $$$ I put in their pockets every year.
N4790P
This may well be a Star Alliance issue as TG too have just announced a lowering of perks (increase in mileage requirement for rewards) W.E.F. 1st October 2007.
Hi, I suspect they may be victims of their own success to some degree. I've also had an (unresolved) grump with Krisflyer. In short I know I made Elite Gold by my renewal date this year, in fact I did so on that very day. However I have been left as Elite Silver and despite my emails asking for either an explanation or correction I still haven't had either. My wife has gone from Elite Silver to PPS (skipping gold altogether, but then she did one out and back to SYD from London without me).
I'm sure I echo the thoughts and feelings of many on here when I say how dissapointed I am with these loyalty programs, using the miles is a pain and often complex or difficult, in fairness I think (ie my opinion not a fact) that BA's is one of the easiest to actually 'use' in terms of spending the miles you earn. But in SIA's case I would be tempted to say that given the choice, I'd rather put up with a 'not so good loyalty program' and the keep the excellent service, planes leaving like clockwork, smiling, friendly and attentive cabin crew etc. Of course it would be nice to have both!
If people are tempted to vote with their feet because of poor service from a loyalty program or an inability to use their 'free' flights when it suits them, then I think it's a tiny bit misguided, fair enough if airline/overall service is poor then go elsewhere but when you are paying the fares, surley it's based on your choice of airline, not just based on the one that gives you the most free flights?
I'm sure I echo the thoughts and feelings of many on here when I say how dissapointed I am with these loyalty programs, using the miles is a pain and often complex or difficult, in fairness I think (ie my opinion not a fact) that BA's is one of the easiest to actually 'use' in terms of spending the miles you earn. But in SIA's case I would be tempted to say that given the choice, I'd rather put up with a 'not so good loyalty program' and the keep the excellent service, planes leaving like clockwork, smiling, friendly and attentive cabin crew etc. Of course it would be nice to have both!
If people are tempted to vote with their feet because of poor service from a loyalty program or an inability to use their 'free' flights when it suits them, then I think it's a tiny bit misguided, fair enough if airline/overall service is poor then go elsewhere but when you are paying the fares, surley it's based on your choice of airline, not just based on the one that gives you the most free flights?
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Little Realfish is having a similar problem following a recent 'round-the-world' trip. He has not received his miles for his VS Hong Kong to Sydney sector and he is now 2,500 miles short of the magic 25000 miles for a Star Alliance flight in Europe.
He gave his KrisFlyer number at the VS HKG check in desk but didn't retain his boarding pass. When he made his retroactive claim he told them this but they indicated he 'needed his boarding pass'.
He rang them to explain, once again, that as he had given his KF membership no. at check-in he hadn't kept the BP. They said 'no problem' and asked him to get in touch with VS to obtain a 'confirmation of travel' document and send it to them - which he did. (VS were great - they e-mailed it by return)
KrisFlyer have now confirmed that they have received this but today have asked him for his.... boarding pass.
He gave his KrisFlyer number at the VS HKG check in desk but didn't retain his boarding pass. When he made his retroactive claim he told them this but they indicated he 'needed his boarding pass'.
He rang them to explain, once again, that as he had given his KF membership no. at check-in he hadn't kept the BP. They said 'no problem' and asked him to get in touch with VS to obtain a 'confirmation of travel' document and send it to them - which he did. (VS were great - they e-mailed it by return)
KrisFlyer have now confirmed that they have received this but today have asked him for his.... boarding pass.
Nemo Me Impune Lacessit
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Sumatra, Realfish and others. I lived in Singapore for ten years and was an employee of SIA. As with all problems concerning major companies, be it Singapore or anywhere else in the world, you must write to the top, a personal letter sent via registered post to the CEO setting out your dissatisfaction as straight facts, don't get dramatic, don't go over the top just let it be known that you are good customers and you are not happy.
The CEO is Mr Chew Choon Seng and his address is:
Airline House, 25 Airline Rd.
819829 Singapore.
The CEO may not read your letter himself but his PA certainly will and it will be passed rapidly to the Director concerned who will start chewing those below him in his department. It is always better to start at the top and work down, starting at the bottom you are dealing with people who won't make decisions but don't want to be seen to be inefficient etc. so difficult letters etc. just get hidden or passed around the juniors in the office. Best of luck.
The CEO is Mr Chew Choon Seng and his address is:
Airline House, 25 Airline Rd.
819829 Singapore.
The CEO may not read your letter himself but his PA certainly will and it will be passed rapidly to the Director concerned who will start chewing those below him in his department. It is always better to start at the top and work down, starting at the bottom you are dealing with people who won't make decisions but don't want to be seen to be inefficient etc. so difficult letters etc. just get hidden or passed around the juniors in the office. Best of luck.
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Parabellum...........interesting to know - I was a Krisflyer Gold member for two years - then I dropped SIA - I figured why should I spend my hard earned money on an airline that treated me like cr*p, everything was always far to difficult!! I am now a Gold member with Emirates (and have been for the past 4 years) and have no problems with their Frequent Flyer Programme - to all you unhappy PAX out there - vote with your feet, why should you have to write to the CEO of a company to get 'customer service' from the people he employs??
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Quite typical of the attitude that drove me to cut my krisflyer card into tiny little pieces some years back (don't tempt me to go there!). I dispute that this is something to do with large companies. This is poor customer service from a company that is not customer focused.
Vote with your feet!
Vote with your feet!
Nemo Me Impune Lacessit
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Please yourself whether you can be bothered to write to anyone or not, but Singapore isn't unique in this respect. I made a suggestion that would probably yield satisfaction to those concerned.
I've travelled First and Business in Emirates, Oz to UK and return and am very unimpressed with both comfort and service but, by comparison, they are cheap.
In case you haven't noticed NONE of the airlines like or want these loyalty programmes.
I've travelled First and Business in Emirates, Oz to UK and return and am very unimpressed with both comfort and service but, by comparison, they are cheap.
In case you haven't noticed NONE of the airlines like or want these loyalty programmes.
Last edited by parabellum; 21st Jun 2007 at 07:56.
