The Phantom Of Singapore

One of the biggest problems when booking award travel is “phantom inventory.” This is inventory that shows up in an online search, but isn’t really there. When you go to book it, it won’t confirm. Certain airlines are notorious for displaying phantom inventory: TAP, Ethiopian and LOT to name a few. Typically, though, this problem only involves partner inventory (such as when using United Mileage Plus points to book a ticket on LOT). I have never–I mean, never–encountered this when booking flights on an airline through their own mileage program.

That is, until today. I was attempting to book a seat from Bangkok to New York. This is fairly straightforward. Singapore offers “Saver” and “Advantage” inventory, and the rule with them is that you have to find flights all the way through in the same inventory “bucket” in order for it to book as one fare. OK, that’s fine, no problem. Here’s a flight from Bangkok to Singapore:

And here’s another flight from Singapore to New York a few days later:

Easy, right? Singapore allows stopovers, so you can put the two together and it’ll book out at 143,500 points total. Make no mistake, this is an expensive award, but at least Singapore doesn’t have fuel surcharges when you’re booking flights that they operate.

Only one problem: I got all the way to the end, and was informed that I was added to the waitlist. Wait, what? Singapore does offer the option to waitlist flights in case they decide to open up award inventory, but in my experience, it’s pretty rare that these ever clear. And you generally won’t know until the last minute whether or not your request will clear. Waitlisting can be useful for speculative bookings if you have a lot of flexibility in your schedule, but this booking isn’t that. And I specifically picked flights which weren’t any sort of “waitlist” situation. They were clearly displayed as bookable.

The agent in this stock photo appears to be Thai, but this flight involves Thailand so artistic license is taken

OK, fine. I made a phone call to Singapore Airlines (this time, the call center was in The Philippines, an improvement vs. their horrible call center in India). Surprisingly, I got right through. Nope, the inventory wasn’t available. Nothing was available. Not a single business class seat was available on either a Sunday or Monday, nearly a year in the future, from Singapore to any location they serve in the United States. Typical. Given that I had screen shots and clearly the error was on Singapore’s end, I wasn’t really willing to take no for an answer. The agent had a way to collect my emailed screen shots and an escalation path of some sort, but for now, do not assume the Singapore Web site is reliable. If you’re booking anything with Singapore, do it over the phone. This is hard, because they won’t hold seats and points transfers are not immediate, although sometimes, Amex points transfers can show up quickly. It might be worth finding inventory with an agent, and seeing whether you can transfer points while you have them on the phone. Otherwise, you’re in for a nail-biting couple of days waiting for the points to post in your KrisFlyer account, and hoping the inventory you found is still there once they finally do.