SIA retimed

SIA informed me that the KL-SG flight is retimed to take off later and arrive in Singapore 10 minutes later than original. That was a problem because transit time (to connect the flight to Melbourne) was reduced from 55 mins to 45 mins. It wouldn't be a problem if it was only Ban and I, based on our past experience. However, we got our mum this time and she would be using a wheelchair provided by SIA. SOP for passengers using wheelchair is that they will be the last to disembark.

So, I tried phoning SIA office in KL but there didn't seem to be an option to speek to someone. I remember that I used a "live chat" i.e. messaging in real time with an actual customer service officer previously and luckily I checked the SIA app because it was there.

CSO #1: Despite me asking explicitly whether 45 mins was sufficient or not for transit time given my mum's situation, they didn't answer directly but proceed to give me alternatives. All alternatives involved taking a night flight to Melbourne, which we're avoiding. Upon my request, they checked and said that there were no earlier flight to Singapore (so that we can still go on our original day flight to Melbourne from Singapore) on partner airlines. Another option was request for full refund. I decided to think about it.

CSO #2: I requested for full refund. They asked for time to look for earlier flight on other airlines but I told them that CSO #1 already did that and there wasn't any. To my surprise, they suggested a MAS flgiht that departs an hour ealier, which will result in a nearly 2-hour transift time. At first I was surprised MAS was an option because they are in different groups: MAS is part of One World whereas SIA is part of Star Alliance. However, I recalled that recently MAS announced more codeshare arrangements with SIA.

Probably sensing that I needed more time, they asked me to think about it.

So, there were 3 options for us:
(1) Take the earlier MAS flight. The only change we need to do is to sleep earlier and wake up earlier to check in earlier. I might also need to schedule a Grab ride in advance if the hotel airport shuttle doesn't leave that early.
(2). Request rebooking of both flights such that we take the night flight to Melbourne. Save accommodation at Sepang (near KLIA) and Melbourne. Downside is the uncomfortable night flight since both mum and I can't really sleep on plane.
(3) Ask for full refund and I purchase from MAS direct flight to Melbourne from KLIA. Shorter travel duration but cost more: RM 600 per person more i.e. total RM 1800. Also, seats aren't as comfortable as SIA and their entertainment system is rather shoddy.

After some time thinking about it, I discarded (2). This route was already mulled over ages ago and clearly I didn't opt for it then and so I shouldn't waste time mulling over this again. Between (1) and (3), the former involves much less effort.

CSO #3: I requested for option (1) but I was quite shocked that they said that rebooking with MAS wasn't an option. When I asked, "Does this mean your colleague made a mistake?", they asked to be given 3-5 business days to consult relevant team and would call me after that.

I dislike having something hanging over my head but I decided to practice some patience. Two days later, my patience sort of run out haha but I assured myself it wasn't urgent: I had quite bad rhinitis and so I tell myself I would contact SIA via live chat again only when I felt much better. I wanted to ask for full refund. I was worried that desired seats on MAS flight might run out.

After dinner, I felt well enough to decide to contact SIA. Before I could open my laptop, CSO #3 called. Wow, how fortuitous. Even better is that approval is given for rebooking on the earlier MAS flight to Singapore. I don't need to do anything on my end. The relevant e-tickets were emailed to me. Flight details were correspondingly updated on the SIA app. This is good news! Phew.