A Great Deal at the Krisflyer Portal
A few months ago Frequent Miler and others posted a deal which seemed like a mistake. The Singapore Krisflyer portal was offering 17,707 miles for subcribing to Lifelock for $9 per month.
While this seemed like it could be a mistake, I subscribed along with a lot of other people. It turned out that someone had added an extra digit and it was supposed to be around 1,700 miles instead of 17,000.
The Miles Didn’t Post
After making the purchase I checked and the Krisflyer portal said to wait a week for the purchase to post. About two weeks later it didn’t show up, so I sent a request through the Krisflyer portal website’s missing purchase form. A few weeks later I still had not heard back so I filled out the form for a second time.
Eventually July passed and August was a busy month of travel, so I forgot to follow up again. In September I read on a forum that most people had already received their miles & that Singapore was indeed honoring their mistake.
Is the Third Time A Charm?
After reading other people’s success stories, I filled out the form for a third time. A few days later I actually heard back from someone who asked me to send the proof of my purchase. After providing it, I was told it would take a few more weeks to process. It had been three months since this process began so I felt more than a little frustrated.
I have written before about how powerful a tool Twitter is and not wanting to wait a few more weeks, I tweeted my frustration. I was honestly worried that they wouldn’t respond and that I would get busy and forget about it again, so I tweeted:
Really sick of waiting for @SingaporeAir to honor their Lifelock bonus through Krisflyer portal. Been 3 months & they are still researching.
— Shawn Coomer (@milestomemories) September 29, 2014
A few minutes after sending the tweet, I was contacted by someone from the social media team who asked for the details of my problem. They resolved the entire issue within a couple of hours and the miles posted two days later.
Twitter Is a Powerful Tool
I am not entirely sure why companies seem to empower their social media teams over other more traditional channels, however it is pretty clear to me that they do. Time and time again I have had social media teams fix a problem that customer service agents simply could not handle.
If you are ever having an issue with a company, don’t forget how powerful a tool social media is. Even if you are frustrated, try to be as polite as possible and the chances are that someone will resolve your problem as long as it is within their power or scope.
Ultimately I am happy with the resolution to this problem, although it took about three months too long. In the end I paid $27 (3 months of Lifelock) for over 17,000 Singapore miles. That is a good deal.
I do a lot of shopping and traveling which means that I run into my fair share of mistakes or problems. At this point I try not to fault a company for making a mistake, but instead look to how they resolve it.
The Krisflyer portal is outsourced and didn’t handle things very well, however the airline took care of it as soon as I brought it to their attention. Between that and their amazing laksa, I continue to be a fan of Singapore Airlines.