Singapore Air - cancelled flights, no refunds!?

HarryGray

Anyone had any luck? Singapore Air have stopped responding to me....

Westin

@HarryGray:  Me too.  It's been eight days since I completed the first online refund/credit form.  Apart from an auto generated email, nothing.     Flights have all disappeared from my Kris account which I had hoped might be an indicator of a credit or voucher being generated but alas nothing.   I guess they are still working through the immediate issues and to be honest I am fine with that - for now.   SQ have now stopped most flights and only apparently operating with 9 aircraft in total.  Sad.

creasechris

Moe_The_Bartender said:

Regulation EU261 has this get out:

• the cancellation was caused by extraordinary circumstances that could not have been avoided by any reasonable measure.

Careful! That applies to Article 7 only, while we're interested in Articles 5 and 8
In summary, these articles say:

• Article 5 basically says, in the event of a cancellation, a customer has rights under Article 8. Except in exceptional circumstances, they also have rights in Article 7.
• Article 8 basically says, if you're on a cancelled flight, you're entitled to a refund.
• Article 7 basically says, you're entitled to extra compensation, like if a flight is delayed by more than three hours. (This article does not apply to us, due to exceptional circumstances).

That's my understanding anyway. Please do correct me if I'm not correct.
Disclaimer: I am not a lawyer. This is not legal advice.
Source: https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32004R0261&from=EN
Edit: mixed up 7 and 8.

WatfordRoy

I requested a refund via their online form and today I received an email with a link to another 
online form with a refund as an option hip hip!

HarryGray

I had an email yesterday from Singapore saying we can now request refunds. I requested 3 weeks ago and heard nothing, and no response to emails. Any luck anyone? 

kazzah

no luck at all- I've actually just submitted a charge back request to my credit card company - I only paid £152 for seat reservations directly to Singapore airlines, so i will be way down their list of priorities so thought I might as well dispute it- I remain hopeful of a refund from our travel agent for the flights themselves - otherwise that will be another charge back or county court proceedings for me.

HarryGray

Any luck guys? I am getting so frustrated at them. 
I sent off my 'Assistance Request Form' about 6 weeks ago now. I had an email reply on Monday asking me to submit an assistance request form! Are these guys just buying time or trying to drown us in admin? 

Hoping someone else has had more luck than me. 

They are offering the refunds now, its just getting one which is the pain.

Westin

HarryGray said:

Any luck guys? I am getting so frustrated at them. 
I sent off my 'Assistance Request Form' about 6 weeks ago now. I had an email reply on Monday asking me to submit an assistance request form! Are these guys just buying time or trying to drown us in admin? 

Hoping someone else has had more luck than me. 

They are offering the refunds now, its just getting one which is the pain.

I'm the same.  I think those online forms must go into cyberspace.   When I chased up last week I did get an email back which said that they had checked my booking and could see that I requested a refund, then in the next sentence asked me to complete the online form (which they gave a link to) to request a refund.   Go figure.  For amusement value I did however do as requested (that will be form #4).

The other noticeable flaw seems to be their refund form.  You add certain information but they seem to have missed out adding a field to record your original travel flight date.   They mention they will process in order of flight departure date rather than receipt of refund request date - so why not include the date field on the form. Short of looking at each PNR, which would delay matters further, how can they work in departure date refund order.  

It's all been a bit of a mess.

rainbowcupcake

Been keeping an eye on this thread since the forum was added - got some positive news from SIA today. 

I emailed them using the assistance form when the first waiver rules were put in place and they said that since it was a non refundable ticket, it would be credit only. I left the booking alone and waited for SIA to cancel the flights (was supposed to be flying  to the Philippines on 13th April).

When they changed the waiver rules to credit or refund, I used the form again on 12th April requesting a refund and got automatic acknowledgement sent via email and the booking was no longer valid. I thought that maybe they'll come up with some weird reason to not allow it.

This morning I checked my emails and I have recieved 3 emails confirming that I will get the 3 tickets refunded back via the original payment in 4-6 weeks.

Maybe I was just lucky or if your booking is still open, try again? Fingers crossed for you guys!

HarryGray

rainbowcupcake said:

Been keeping an eye on this thread since the forum was added - got some positive news from SIA today. 

I emailed them using the assistance form when the first waiver rules were put in place and they said that since it was a non refundable ticket, it would be credit only. I left the booking alone and waited for SIA to cancel the flights (was supposed to be flying  to the Philippines on 13th April).

When they changed the waiver rules to credit or refund, I used the form again on 12th April requesting a refund and got automatic acknowledgement sent via email and the booking was no longer valid. I thought that maybe they'll come up with some weird reason to not allow it.

This morning I checked my emails and I have recieved 3 emails confirming that I will get the 3 tickets refunded back via the original payment in 4-6 weeks.

Maybe I was just lucky or if your booking is still open, try again? Fingers crossed for you guys!

Well done Rainbow, must be a nice feeling to get it done and dusted. I'm in the same boat as Westin unfortunately! Our flights were cancelled, we were supposed to fly on 4th April. They are picking up the phones now which is good but the Assistance Request Form doesn't seem to have helped so far. Will keep people posted.