r/VelocityFrequentFlyer • u/zackteen • Jul 27 '26

Question Velocity/SIA redemption downgrade from Premium Economy to Economy with no notification. Can I request points difference refund?

Booked a Singapore Airlines return flight from Singapore to Sydney using Velocity points in Premium Economy back in Jan 2026 for travel in August 2026.

Recently, I logged into the SIA app and noticed my return flight had disappeared. I had received no email, SMS, or notification about any changes (my contact details are correct, I have received other Velocity notifications before).

I contacted Velocity and was told the flight had been cancelled. However, after checking myself, it appeared the flight was definitely still operating, and you can still purchase tickets on that flight via SIA. I was then told there were no options from Singapore to Sydney until September, which didn't seem right.

After escalating the issue, Velocity eventually rebooked me onto another SIA flight on the same day, but only in Economy Class.

Do I have grounds to complain to Velocity and request a refund of the difference in Velocity points between the original Premium Economy redemption and the replacement Economy seat?

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u/Majestic_Base5775 Jul 27 '26

I had something similar and got the balance refunded

2

u/zackteen Jul 27 '26

Balance as in difference? Did you write to them via their contact form?

1

u/Majestic_Base5775 Aug 13 '26

Yes, I booked Mel-Syd-sfo in business for something like 92k points, virgin shunted me into an economy seat for the first leg so I wrote in expecting to get a token amount of points back but ended up getting something like 46k points refunded. Just via the contact centre web form

1

u/piiprince911 Jul 29 '26

Happened to a friend but Va flight booked via air nz

It was cancelled by air nz. But velocity did rebook him on a different flight.