We would like to assure Mr Phua that Singapore Airlines values our loyal customers.

Singapore Airlines, like other airlines, reserves a number of seats for redemptions. The number of seats available for redemption varies, depending on the time of travel and destination. Some routes are more popular than others, and we try to accommodate both commercial and redemption demand.

In Mr Phua's case, we regret that the redemption seats were already booked at the time of his booking.

Lim Wee Kok

Vice-President Loyalty Marketing

Singapore Airlines