cancelled award booking - expect a long long wait for a refund

7 replies

travelalot

Virgin Australia - Velocity Rewards

Member since 28 Jan 2016

Total posts 11

Beware if you cancel an award booking with SQ. You will wait a long time for a refund of taxes and points. Frankly, I can't believe that it's been over 5 weeks and despite following this up I am still waiting. 


I've cancelled reward flights with LH & QF and only waited a maximum of 2 weeks for a refund of points and taxes. What a difference. Not impressed with such lousy customer service. 

TheRealBabushka

Member since 21 Apr 2012

Total posts 2,059

To borrow the phrase of a current Presidential candidate, Wrong!


SQ miles and co-payment refunds are processed quite quickly. I booked a TK award ticket with SQ but decided to cancel  after the bombings in IST. SQ processed the refund in under 2 weeks. 

Have you called them up to enquire?  

Doubleplatinum Banned

Qantas - Qantas Frequent Flyer Platinum

Member since 07 Feb 2013

Total posts 431

Beware if you cancel an award booking with SQ. You will wait a long time for a refund of taxes and points. Frankly, I can't believe that it's been over 5 weeks and despite following this up I am still waiting. 

I've cancelled reward flights with LH & QF and only waited a maximum of 2 weeks for a refund of points and taxes. What a difference. Not impressed with such lousy customer service. 
I've had the opposite experience with SQ very quick refund

thelongroad

Member since 14 Nov 2015

Total posts 43

The reports I've seen say it can take weeks and weeks.  However, if you explain to them at the time you'd like it expedited, you can have the points as soon as right away, and the cash within a couple of days.  I've done this when cancelling a booking so I can immediately reuse the same points to make another booking right away on the same phone call.  No problem at all.

Not sure what use asking now would be, but worth a try.

Last editedby thelongroad at Oct 27, 2016, 10:56 AM.

travelalot

Virgin Australia - Velocity Rewards

Member since 28 Jan 2016

Total posts 11

To borrow the phrase of a current Presidential candidate, Wrong!


SQ miles and co-payment refunds are processed quite quickly. I booked a TK award ticket with SQ but decided to cancel  after the bombings in IST. SQ processed the refund in under 2 weeks. 


Have you called them up to enquire?  

Ha. I don't think that I am wrong about this at all. Clearly, you didn't read my post very well before you jumped to an erroneous conclusion about my request from SQ. Not sure if you noticed that I mentioned that, "DESPITE FOLLOWING THIS UP, I am still waiting."

For the sake of brevity I didn't include that I have e-mailed and also phoned them. I was told by the call centre and also by e-mail that the request has been submitted but not yet actioned. The normal time I was advised is 21 working days. That has been exceeded. 21 working days is not exactly a fast turnaround nor desirable for a customer. I appreciate that it was a great result for you though that you bottled out of going to IST and got a quick refund, but don't negate the fact that I am still waiting for a refund without being aware of the facts and actually reading my post. If you read other blogs. They also report a long wait for refunds.

mjward555

Virgin Australia - Velocity Rewards

Member since 09 Dec 2015

Total posts 4

long waits for sq award refunds is not my experience at all. I know they say up to 21 days but the few refunds I have requested have all come thru within 7 days. Just last week I requested a refund on 20/10 and it came thru on 25/10.

 I just wish I could do the cancellation online and not have to ring; that would be even better.

darrenoz

Member since 11 Jun 2011

Total posts 10

Going off the thread a bit ... Aviancas Life Miles has very limited availabilty on SQ flights ...which are the best besides SQ for SQ Flights pls .... & Good Luck to TheRealBabushka  - on a speedier refund from SQ.


travelalot

Virgin Australia - Velocity Rewards

Member since 28 Jan 2016

Total posts 11

Thanks for the feedback. Finally got my refunded taxes & points - just under 6 weeks after cancelling. 

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