KWF

Sep 5, 2022

Singapore Airlines refusing to honour their refund policy

Singapore Airlines cancelled a portion of our flight and their offered alternative was not acceptable because it arrived too late to make our on going flight. They sent an email saying "for flights cancelled by Singapore Airlines please be assured you will be able to rebook your flight OR get a refund for the unused portion of your ticket". There were no other conditions attached to this statement but when I subsequently asked for the refund for the now unused portion of the flight (4 x Business Class tickets from Singapore to Jakarta) I was told the only way I could get a refund for this portion was to cancel ALL tickets on the booking. This would mean rebooking the 4 Business Class tickets from London to Singapore too which, even they agreed, had risen in price substantially since I booked it so I would be even more out of pocket! In any event, I still wanted these flights so saw no need to cancel them especially as they already told me to "be assured" they would refund me for the unused portion of the ticket. They have steadfastly refused to do so and I have had to incur further cost with another airline (£700) buying tickets that suit the itinerary. It is very disappointing that they should tell outright lies in their emails and expect customers to suffer financially when the events that led to the loss were through no fault of their own.