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I booked MAN-IST-MCT in Sep 2023 for travel in Sep 2024 with Singapore airlines miles. At the time of booking I was advised that I could change the ticket for 1 year from travel date. So Sep 24 could be changed to March 25 which is what I wanted.
Called up Sep 24 to change to March 25 and I was charged the change fee and ticket changed.
Can’t travel in March 25 anymore so called up last week to change ticket to August 25 and was told that this was not possible as ticket was valid till March 25.
Sent SQ a email and got a reply that telephone agent had advised me wrong and I can change my ticket to August 25 as my flight was originally for Sep 24. Someone then called me the next day and cancelled my March 25 flights and rebooked me to Aug 25. Said she would call back after recalculating the taxes.
No one called so I chased after a few days and cut a long story short now they are saying that my ticket has expired in Sep 24 even though they charged me the change fee and moved it to March 25.
What can I do? I have email confirmation from Customer servivces where they say it was valid and 2-3 emails after that by different CS reps who checked the dates etc for me before calling me to rebook.
I have appealed and it’s been denied by a manager. What can I do?
@MCO – this is a bit tricky as the error was the original change. A ticket is initially valid one year from issue, but then becomes one year from the date of travel so if you haven’t started your journey, the ticket did cease to be valid after Sep 24. On that basis SQ is now belatedly correct, so only goodwill may persuade them to change it further.
I agree with what you are saying as tickets are valid for 1 year. But Singapore airlines confirmed to me via email that my ticket would be valid till Sep 25 and that their policy is for 1 year from travel date. Then a separate agent called me and confirmed the same again then proceeded to change my ticket and put it into the queue for issuing. Which prompted me to cancel my hotel bookings and change the dates on flights onwards from Oman. It was only 2 weeks later that they said they wouldn’t change it.
If I had been told at that time then I would have stuck with the March 25 seats then to loose my tickets.
Would booking new tickets directly with cash and taking them to MCOL work?
@MCO – you are talking about making a claim based on estoppel, saying you have acted to your detriment based on a representation by an SQ agent. That’s not easy! You will have been provided with the correct terms/conditions of carriage and the one year ticket validity rule is an IATA/Montreal Convention. I think this, combined with an unrealistic expectation of a fixed price ticket that is effectively open or can be rolled over indefinitely makes any claim that much harder.
Thank you JDB. I just find it extremely frustrating that I did a date change after getting written confirmation from SQ that my ticket was valid and now I have no date that I can fly as they say the ticket has expired. I would have never done the date change and flown as is if they had not given me verbal and written confirmation. I must have spoken to 4-5 agents over email and they all confirmed the ticket would be valid. Someone from SQ called me 3 times before changing the ticket and even he confirmed my ticket would be valid for 1 year from flight date and not ticketing date.
I wasn’t just given false information by 1 agent rather every time I emailed them back with dates to check it was a different agent.
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