Customer service woes

sheramber

Rather than arguing that you have given the information already it would be quicker just to give it again.

However, my guess would be that the person concerned doesn't know what to do so is stalling by asking for that information. 

With any luck someone else will deal with the reply rather than them.

breaking_free

All attachments are PDFs.

In my last attempt I have given them the line-by-line information they've asked for, as well as a screenshot of the relevant page of the atached ticket in PDF format and also another upload of the original tickets. That's the same information given 3 times within one email so it *should* be foolproof...(unless I am unfortunate enough to encounter a better class of fool!).

breaking_free

...and so it continues.

The latest response:

Thank you for your email to Singapore Airlines.

Please share the e-ticket copy of the new flights you had purchased to fly home early, so that we can check these and assist you further.

I don't know why the new tickets are relevant as I didn't ask about them. I've sent them the new tickets as requested and restated my questions.

The travel insurance company wants to know:

1. Did we travel on the original flights (March 22nd)? Yes/No.

2. Did we receive a refund or credit for the original flights (March 22nd)? Yes/No.

Please can someone give me a brick wall to bang my head against.

Manxman_in_exile

Has your insurer actually told you already that the responses you've had to date from SAL are unacceptable as evidence in support of your claim?

If your insurer hasn't already rejected SAL's responses I'd stop wasting my time with SAL and ask your insurer if what you've already got will satisfy them.  Explain that you're obviously having language translation difficulties.

I'd only go back to SAL again if your insurer says "No".

breaking_free

That's my intention if I can't get a satisfactory response this time.

I'm tempted to send the insurer every one of my emails and the replies so they can vicariously feel my frustration, but I shall refrain.

breaking_free

SUCCESS!

Below is Singapore airlines latest response. The English is still sub-par, but at least it is unambiguous, thank the bejeezus. 

Thank you for your email.

We have reviewed your case and you like to bring into your notice the original return date was scheduled on 22nd March 2023 however you have rebooked an earlier departure date on 03rd March 2023 due to a family bereavement for yourself and Mr. breaking_free.

Furthermore you have not received a refund or a credit for the above date change.

Hope this email solves your query.

Thank you for choosing Singapore Airlines.

I've forwarded this to my travel insurance and will wait with trepidation to see if they'll see their way clear to cough up the readies!