Singapore Airlines
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The refund that disappeared
We need help in getting our preapproved refund from Singapore Airlines of the amount of US 14, 508.30 On September 24, 2023, we made reservations through the Singapore Airlines website for two tickets to Singapore for myself and my wife, paying via PayPal in the amount of 14,508.30 USD, that is, two tickets at 7,254.14 USD each (SQ 21 New York to Singapore, December 19, 2023, and SQ 22 Singapore to New York, January 24, 2024, with the booking reference 5AFPCN. Unfortunately, since I was diagnosed with a double hernia and scheduled for surgery on 28 December, we had to cancel our flights and file our request, with documentation, for a refund (10/03/2023). Our request for a refund was granted, with my refunded ticket bearing the designation 6182446682751, and my wife’s the designation 6182446682750. We received an email from Singapore Airlines on October 4, 2023, indicating that the tickets had been refunded through our Paypal account, with the Transaction ID 7PV23098EY7515027. However, we did not receive any refund at that time, nor have we received any sum since then. On October 19, we called the Singapore Travel Office at 1-833-7270118, and an individual who called himself “Daniel” indicated that he could find no record of our transactions but asked us to submit screen shots of the email, which we did. Several hours later, an individual who called himself “Ryan” and claimed to be “Daniel’s” manager, upon being sent other screen shots of the transactions, told us that Paypal had rejected the transaction because of the high amount. He told us that he would try to find a way to refund us our money. We soon received an account verification email from MOONPAY, and “Ryan” asked us to read him that number, which we did. He said he would keep working on our case and would contact us (10/20/23) with a solution. Upon investigation, we discovered that MOONPAY is a pay site associated with cryptocurrency investing, at which point we concluded that we were the victims of some sort of scam organized by the SIA-USA employees. We called every available telephone number belonging to Singapore Airlines-USA, asking to talk to a manager who would look into this matter with us, but employees such as one who called herself “Lisa Garcia” told us that her manager was out of the office and invited us to call other Singapore numbers for help. And so on. We filed a complaint through Paypal to request some answers and refund (10/26/2023), submitted all the documentation and to this day, Singapore Airlines which had been contacted by Paypal has not responded. Paypal on 11/20 informed us that SIA-USA has refused to respond. We also went through Better Business Bureau on 11/06/23, submitted all the paperwork, and still no response. SIA-USA was contacted 3 times (Paypal, BBB, GetHuman) and still refused to respond. Why? Please could you advocate for us and communicate with Singapore Airlines about their lax security structures which allowed “employees” to divert refunds for illegal purposes. Thank you in advance for your help.