Customer service woes

aalleexx

Hello All,

I have a question regarding a travel insurance claim.

We had to cancel our existing return flights and pay again for two new ones. This was due to a bereavement in the family. The insurance company has asked us to get confirmation from Singapore airlines that we did not fly using the original tickets. The original tickets were non refundable which is why we are attempting to claim the value back on our travel insurance. I have emailed Singapore airlines customer support five times asking them to confirm that we did not fly on our original tickets and did not receive a refund for these non-refundable flights. Sadly, for us they do not seem to be able to understand what we are asking for. The way we have worded the questions is simple and to the point, for example:

 

Good morning.

 I am trying to claim on my travel insurance for 2 Singapore airlines return flights from New Zealand that we were not able to use as my partner and I had to return early due to a bereavement. The travel insurance company has asked me to get confirmation from Singapore airlines that we did not use our original return tickets.

 The attachments show our original return flights on page 2 of each document. We were supposed to fly back to London from Auckland via Singapore.

1. Would you please confirm that I cancelled these flights and did not show up for these flights.

2. Would you also please confirm that I did not get any refund from Singapore airlines for these cancelled flights because these tickets were non-refundable.

 

Their response was:

Thank you for writing to Singapore Airlines.

We would like to confirm you that as you did show up for your flights from AKL-SIN-LHR and you did not receive any refund from us as you had booked a new flight from AKL-SIN-LHR for return.

 

We have tried asking this question five times in slightly different ways but the responses are not reflecting the questions that we are asking.

 

This is the email address that we have been using uk_reservations@singaporeair.com.sg. Does anyone know what alternative contacts are available as we are having  no luck with their 1st line support and need to raise this to a team who will have a better grasp of the questions that we are asking.

Thank you

 

libra10

I've had some success contacting various companies through their social media accounts and messaging them.

Singapore Airlines have accounts on Twitter  https://twitter.com/SingaporeAir
and Facebook  https://www.facebook.com/singaporeair

They are usually helpful.

HTH

tightauldgit

Don't you have a confirmation email or similar of the cancellation? 

aalleexx

Hi There, Unfortunately we don`t have a confirmation email as it was done via  online chat and we did not receive a record of the chat.

aalleexx

Thank you HTH we will give those media accounts a try 

visidigi

aalleexx said:

Hi There, Unfortunately we don`t have a confirmation email as it was done via  online chat and we did not receive a record of the chat.

Why does that sound like your flight wasn't cancelled by the chat agent and this is why Singapore keep saying 'You didn't turn up and you didn't get a refund'

I assume the insurance has declined the answer Singapore has so far given?

sheramber

I agree with visidigi. I don’t think your flights were cancelled but that you were a no show. Will your insurance not accept that as proof you did not use the flights?

user1977

aalleexx said:

We would like to confirm you that as you did [not?] show up for your flights from AKL-SIN-LHR and you did not receive any refund from us as you had booked a new flight from AKL-SIN-LHR for return.

Is this just a typo and they meant to say you did not show up? If they repeat it then perhaps they've just been copying and pasting the previous answer. Try to explain this to them?

Manxman_in_exile

aalleexx said:

... Good morning.

 I am trying to claim on my travel insurance for 2 Singapore airlines return flights from New Zealand that we were not able to use as my partner and I had to return early due to a bereavement. The travel insurance company has asked me to get confirmation from Singapore airlines that we did not use our original return tickets.

 The attachments show our original return flights on page 2 of each document. We were supposed to fly back to London from Auckland via Singapore.

1. Would you please confirm that I cancelled these flights and did not show up for these flights.

2. Would you also please confirm that I did not get any refund from Singapore airlines for these cancelled flights because these tickets were non-refundable.

 

Their response was:

Thank you for writing to Singapore Airlines.

We would like to confirm you that as you did show up for your flights from AKL-SIN-LHR and you did not receive any refund from us as you had booked a new flight from AKL-SIN-LHR for return...

Is it perhaps possible that you have inadvertantly confused the airline by using the phrase "... cancelled these flights... "?

I know what you are trying to say, but I think the airline might have misinterpreted your question as asking for confirmation that the actual flight itself had been cancelled.

Perhaps you should be asking for confirmation that you "did not use your tickets" and that you haven't received a refund from the  airline.

Or perhaps - as suggested by others - it's just a typo and they've omitted the word "not" from their reply?

Manxman_in_exile

Oh - hold on a minute.

What does the bit I've put in bold mean?

aalleexx said:

...Their response was:

Thank you for writing to Singapore Airlines.

We would like to confirm you that as you did show up for your flights from AKL-SIN-LHR and you did not receive any refund from us as you had booked a new flight from AKL-SIN-LHR for return...

 

You haven't explained what (if anything) they might mean by that.

They appear to be saying that they didn't refund you because they transferred your tickets to a different flight.

Presumably they are mistaken - otherwise you wouldn't have an insurance claim...?

tightauldgit

aalleexx said:

Hi There, Unfortunately we don`t have a confirmation email as it was done via  online chat and we did not receive a record of the chat.

If your tickets were actually cancelled you should have received your taxes back at least, no? Something doesn't quite seem right.