A Singaporean woman has publicly expressed her appreciation for Singapore Airlines after the airline reinstated her late mother’s expired frequent flyer miles, an act she described as a significant gesture of compassion.
Audrey Yap, 41, shared her story on Instagram, explaining that her mother had unfortunately passed away in February while they were traveling in Vietnam. During her preparations for a scheduled trip to China in June 2026, Yap had booked two first-class Suites tickets using miles, but following her mother’s death, she contacted Singapore Airlines to process refunds for the tickets, including an unused return flight.
After the refund process, which took several weeks, Yap discovered that some of her mother’s KrisFlyer miles had expired and could not be refunded. She then requested the airline to reinstate the miles on compassionate grounds. To her surprise, the airline agreed and restored the expired miles, valued at around S$113, despite typical policies that rarely allow such reinstatements for expired miles under normal circumstances.
Yap stressed that she is not a high-tier customer and felt that this gesture demonstrated genuine compassion from the airline. She expressed that the act of reinstating her miles made a lasting impression and significantly increased her loyalty to Singapore Airlines.
This story has highlighted the importance of compassionate customer service and how small acts can foster deep loyalty, especially in difficult personal moments. Yap’s experience underscores the potential for airlines to build stronger relationships by accommodating passengers in times of grief and hardship.
