Why is Singapore Airlines refusing to refund my axed flight to Sydney?
Ms V.K. writes: Last February, I booked a Singapore Airlines flight from Heathrow t o Sydney through STA Travel in London. The flight date was October 20, but on August 11 Singapore Airlines cancelled the flight – and soon afterwards, STA Travel went into administration. However, the airline refused me a refund, saying the STA Travel administrator first had to tell them to pay.
WHAT nonsense from the airline. Your flight had already been cancelled before STA Travel ceased trading in October, and the agent went into voluntary liquidation, not administration.
I contacted the airline in Singapore and an official told me: ‘We regret our call centre teams provided Ms K with incorrect advice.’
The proper procedure is that the airline takes over responsibility in the absence of the travel agent. You can now have a full refund, or the airline will transfer you to a flight of your choosing, plus extra ‘bonus flight credits’ for any date in 2021.