Dear Ms Wang,
Thanks for your enquiry. Please allow me to explain that a noshow fee of SGD150 applies as a penaltyfor seat wastage and meal wastage. We are sorry to learn that youcould nottake the flight due to passport problem and we also recognize the fact thatyou indeed showed up at the airport. As the boarding gate closes at45 minutesbefore departure, our ground staff had no choice but to reject you forboarding due to regulation at the airport. However, we regret thatwe are unable towaive the noshow fee as the onus to ensure travel documents are in orderlie with the passenger. Since the seat has been wasted due to thisreason, anoshow penalty from the flight is in place. Regarding your original ticket, it was made under the promotional “HotDeal” fare level, they come with strict terms & conditionsprohibiting any changes to theitinerary. In the event that the passenger chooses to cancel the booking,such tickets have no refund value either. On an one-off goodwill,our officer offered torefund the unused taxes, less admin fee without knowing that you havenoshow from the flight. Since the amount to be refunded (taxes SGD110 + SGD21 - refund admin feeSGD75 = SGD89 ) is SGD89, which is less than the noshow charge, weregret thatthere will be no refund value in this case. We appreciate your kind understandings on the above. Thank you.
Regards,
Li Hong
Friday, June 27, 2008
The email I wrote to Silkair to request for the refund of my tax
To whom it may concern,I, Wxxx xxxxx, SxxxxxxxG booked an air ticket from you to fly to Lombok Gili island, Indonesia from 16/06/08 to 19/06/08. Unfortunately, I did not fly due to my passport problem. I called your office and the staff told me I could get my tax fee refunded. But, one day after that, she called again said I could not be refunded because, I did not show at your counter. As a "no show" at the counter, they could not refund me. I told her I did show there three times, otherwise I wouldn't know that my passport had a problem. I took so much trouble to rush to the immigration to get a temporary passport done in just 45min. The to and fro cost me another S$40 and the temporary passport + photo cost me more than S$20. After I reached the counter the second time, they issued me the boarding pass. That was the strong evidence that I did show there. Because of the luggage problem, (I run downstairs to claim my luggage at the counter, (I ran downstairs to claim my luggage at the counter, my partner left before she checked in). I went back to the counter in less than 5min. But the staff now refused to allow to go in. At that time the aircraft had not taken off yet. If your counter staff was just a little bit more helpful, I wouldn't have missed the flight. Think about so much effort and money I have already spent. Can't you be a little considerate; and let me have my money refunded? Your consideration will be highly appreciated.
Regards
Jenny W
Regards
Jenny W
Have you ever encountered the strangest of the strange?
I love traveling but hate to travel alone now. Therefore, I advertised on some of the website looking for a traveling companion. This was not my first time. I had made several previous attempts but never succeed. On the 1st of May, I again posted my request on few websites. I received about 7 or 8 emails and managed to meet about 5 or 6 of them. They all did not look promising until I met M san, a Japanese lady. She first replied me by emailing me on 1st of Jun, which was 1 month after. Then on the 2nd of Jun, we started sending SMS messages to arrange our first meeting. First she suggested meeting on the 5th. On the morning of that day, she informed me she couldn’t make it and changed our meeting to 8th. The following day she asked me to book the air ticket to fly to a tiny island – Lombok Gili in Indonesia. I did as she suggested and both of us were happy. This was my first success in finding, on the internet a travel partner. I was greatly encouraged.
Everything looked like it was going to work out well. Until, the night before, our tenant F san, another Japanese woman, suddenly informed me that she’s going to move out. Although we signed 1 year contract, I did not want to hold her back, because I believe there’s no point of making people unhappy. So I let it be. I quickly advertised on a number of real estate-rental websites looking for new tenants. I was not sure at that moment that this was the beginning of my bad luck.
I was in a good mood the nxet morning. I took a picture to show that I became a millionair but of course in Rupiah
The next morning, 16th of Jun, I was in a quite good mood. I took some pictures before my journey and left home at 12:30pm. I reached Changi Airport quite early. When I checked in, the Silk Air staff at first was not happy because I could not provide my credit card number. I booked the air ticket by credit card and the staff there needed verification of my credit card information. Since I was traveling to a remote island where credit cards are not accepted, I did not risk bringing my card with me. Luckily (or luckily?), I finally found a receipt showed that credit card number. That momentarily settled my troubles. Then came my real problem. After they checked my passport, they informed me that I couldn’t travel, because my passport validity period was less then 6 month. They sent a telegram to Lombok Gili’s Immigration to check with them whether they would receive me and that took about 20 min. Meanwhile, I ran to the airport immigration counter to check with them whether I could get my passport extended there. The security guard did not allow me to go in since I did not have my boarding pass. After sometime, he agreed to go inside and check with the officer himself but the result I got was a negative one. While waiting for the reply from Indonesian Immigration, a sudden idea came to my mind. I quickly went to ICA to extend my passport. I ran to the taxi stand and got a taxi but the security guard did not allow me because that was for passengers alighting only. Then he showed to go down stair to get another one. It took me 20 min and S16 to reach ICA. People there were very cooperative. After they came to know my situation, they allowed me to see officer first without waiting. At first the officer refused to help me. After begging for a while, she agreed, and suggested me to take photo. Again there I excused myself for not queuing. I brought the photo to see the officer again and she started to take my thumb prints. It took quite some time to do so. Nobody knew what happened, the devise kept prompting an error message. Another bad omen???? To cut the story short I got my temporary passport in less that 45 min. Everybody agrees that Singapore has a highly efficient Government after they heard this story. Indeed it’s quite hard to believe that within such a short time, this could be settled. But in the end this did not settle my problem, Although I was quite lucky to get a taxi in time and the old man was very helpful and managed to reach Terminal 2 in 15 min’s time. I reached the counter just on time. They issued me a boarding pass. It looked as if my problems were over. But now came the last problem. The woman I travel with left my baggage at the left baggage counter. It took me about 5 min to claim that back. After I went back to the counter again, the staff informed me the door had just closed and she refused to let me fly. She tried to get me a flight the following day but it was not available. The earliest was on Thursday. So I had to cancel my flight since my leave was only until Thursday. I phoned the ticketing office to arrange the refund and was told they would not able to do so since my ticket was under promotion price. She said I could only have part of my tax refunded.
This is the temporary passport which I got in 45 min and I've already returned back to the Immigration when they gave me my new passport. Without this, I guess nobody will believe my story
.jpg)
The following day she called me and informed me that it was not refundable because I did not show at the counter. I told her that it didn’t make any sense because if not I wouldn’t know that my passport had a problem and the counter staff there already issued me the boarding pass. She agreed and promised me to investigate. If I truly had been issued the boarding pass, there wouldn’t be a problem. If I truly had been issued the boarding pass, there wouldn’t be a problem. Today she called me again and told a different story. She said they admitted they’ve already issued me the boarding pass, but I did not go through the gate. Therefore, I was still considered no show. Now comes the question. If a person had already gone through the gate, would he/she already board the flight? If missed the flight, how to go through the gate? Isn’t that a contradiction? Why in the first place she said only no show at the counter could not be refunded? Do they really have clear rules in this case? Or did they just cook up something just in order to charge me? It’s bit fishy right? If really must go through the gate and could be refunded, why didn't the counter staff tell me and advise me to just go through the gate; to at least help me.
The counter staff was not helpful. If they allowed me or said they did a slight favor to allow me to keep my luggage there, the whole story would be re-written. Isn’t that their duty to let passenger to have a pleasant journey? By doing such a small favor, it will save your customer so much trouble and money (especially I’m by no means of rich, and my mom now is still under treatment), and see your customers’ smiling faces, was not their biggest joy? So what they said in the advertisement is just deception.Probably I should know that. But since the staff did not advised me must go to the gate, was that her fault as well in stead of just punishing me?
Everything looked like it was going to work out well. Until, the night before, our tenant F san, another Japanese woman, suddenly informed me that she’s going to move out. Although we signed 1 year contract, I did not want to hold her back, because I believe there’s no point of making people unhappy. So I let it be. I quickly advertised on a number of real estate-rental websites looking for new tenants. I was not sure at that moment that this was the beginning of my bad luck.
I was in a good mood the nxet morning. I took a picture to show that I became a millionair but of course in RupiahThe next morning, 16th of Jun, I was in a quite good mood. I took some pictures before my journey and left home at 12:30pm. I reached Changi Airport quite early. When I checked in, the Silk Air staff at first was not happy because I could not provide my credit card number. I booked the air ticket by credit card and the staff there needed verification of my credit card information. Since I was traveling to a remote island where credit cards are not accepted, I did not risk bringing my card with me. Luckily (or luckily?), I finally found a receipt showed that credit card number. That momentarily settled my troubles. Then came my real problem. After they checked my passport, they informed me that I couldn’t travel, because my passport validity period was less then 6 month. They sent a telegram to Lombok Gili’s Immigration to check with them whether they would receive me and that took about 20 min. Meanwhile, I ran to the airport immigration counter to check with them whether I could get my passport extended there. The security guard did not allow me to go in since I did not have my boarding pass. After sometime, he agreed to go inside and check with the officer himself but the result I got was a negative one. While waiting for the reply from Indonesian Immigration, a sudden idea came to my mind. I quickly went to ICA to extend my passport. I ran to the taxi stand and got a taxi but the security guard did not allow me because that was for passengers alighting only. Then he showed to go down stair to get another one. It took me 20 min and S16 to reach ICA. People there were very cooperative. After they came to know my situation, they allowed me to see officer first without waiting. At first the officer refused to help me. After begging for a while, she agreed, and suggested me to take photo. Again there I excused myself for not queuing. I brought the photo to see the officer again and she started to take my thumb prints. It took quite some time to do so. Nobody knew what happened, the devise kept prompting an error message. Another bad omen???? To cut the story short I got my temporary passport in less that 45 min. Everybody agrees that Singapore has a highly efficient Government after they heard this story. Indeed it’s quite hard to believe that within such a short time, this could be settled. But in the end this did not settle my problem, Although I was quite lucky to get a taxi in time and the old man was very helpful and managed to reach Terminal 2 in 15 min’s time. I reached the counter just on time. They issued me a boarding pass. It looked as if my problems were over. But now came the last problem. The woman I travel with left my baggage at the left baggage counter. It took me about 5 min to claim that back. After I went back to the counter again, the staff informed me the door had just closed and she refused to let me fly. She tried to get me a flight the following day but it was not available. The earliest was on Thursday. So I had to cancel my flight since my leave was only until Thursday. I phoned the ticketing office to arrange the refund and was told they would not able to do so since my ticket was under promotion price. She said I could only have part of my tax refunded.
This is the temporary passport which I got in 45 min and I've already returned back to the Immigration when they gave me my new passport. Without this, I guess nobody will believe my story
.jpg)
The following day she called me and informed me that it was not refundable because I did not show at the counter. I told her that it didn’t make any sense because if not I wouldn’t know that my passport had a problem and the counter staff there already issued me the boarding pass. She agreed and promised me to investigate. If I truly had been issued the boarding pass, there wouldn’t be a problem. If I truly had been issued the boarding pass, there wouldn’t be a problem. Today she called me again and told a different story. She said they admitted they’ve already issued me the boarding pass, but I did not go through the gate. Therefore, I was still considered no show. Now comes the question. If a person had already gone through the gate, would he/she already board the flight? If missed the flight, how to go through the gate? Isn’t that a contradiction? Why in the first place she said only no show at the counter could not be refunded? Do they really have clear rules in this case? Or did they just cook up something just in order to charge me? It’s bit fishy right? If really must go through the gate and could be refunded, why didn't the counter staff tell me and advise me to just go through the gate; to at least help me.
The counter staff was not helpful. If they allowed me or said they did a slight favor to allow me to keep my luggage there, the whole story would be re-written. Isn’t that their duty to let passenger to have a pleasant journey? By doing such a small favor, it will save your customer so much trouble and money (especially I’m by no means of rich, and my mom now is still under treatment), and see your customers’ smiling faces, was not their biggest joy? So what they said in the advertisement is just deception.Probably I should know that. But since the staff did not advised me must go to the gate, was that her fault as well in stead of just punishing me?
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