Singapore Airlines adds in-app voice calling for PPS Club members

Solitaire PPS Club and PPS Club members enjoy the PPS Connect service, where instead of you calling Singapore Airlines, Singapore Airlines calls you. This removes the need to wait on hold, and can be a lifesaver during peak periods. 

However, PPS Connect is less useful when you’re overseas, as incoming voice calls may be blocked or prohibitively expensive (as far as I know, Eight and SIMBA are the only providers offering free incoming roaming calls from Singapore).

To address this issue, Singapore Airlines launched a WhatsApp calling service earlier this year, which uses relatively inexpensive roaming data or Wi-Fi. For those who don’t use WhatsApp, or are travelling in countries where it’s restricted, a native VoIP calling option is now available directly through the SIA mobile app.

Singapore Airlines launches in-app call service

Solitaire PPS and PPS Club members can now contact Singapore Airlines through the SIA mobile app, using roaming data or Wi-Fi.

To make a call, launch the app and log in to your KrisFlyer account. Tap More > Help & Feedback > Online Call

This will then initiate a call to the Singapore Airlines hotline. Do note that unlike the traditional PPS Connect service, which is a callback, you’ll be the one placing the call. This means you’ll have to go through the regular menu options, like selecting a language, entering your PIN etc., though it sure beats expensive roaming charges!

At the moment, only voice calls are supported. There is no option to chat with customer service over the app, though live chat can still be accessed through the Kris Chatbot on the Singapore Airlines website.

A user guide can be found here.

How does PPS Connect work?

The traditional PPS Connect service can be requested by sending the following SMS to +65 9184 8888.

📱 SMS to 9184 8888

PPS<space>10-digit PPS Club number e.g. PPS 1234567890

Alternatively, a callback can be requested using the SIA mobile app by following the steps below.

1. Log in to the SIA mobile app
2. Navigate to My Account
3. Tap the PPS Connect button

Recap: Solitaire PPS Club and PPS Club benefits

✈️ Overview: Solitaire PPS Club & PPS Club
	PPS	Solitaire PPS
PPS Value Req. (in 12-mth period)	25,000	50,000*
Star Alliance Status	Gold	Gold
Mileage Bonus	25%	25%
Non-Expiring Miles	✅	✅
Priority Award Redemptions	✅	✅
Priority Waitlist	✅	✅
Free Seat Selection	✅	✅
Birthday Bonus	✅ (2,000 miles)	✅ (2,000 miles)
Discounted Service Fees	✅	✅
Priority Check-in	✅ Business Class	✅ First Class
Extra Baggage	✅	✅
Priority Baggage	✅	✅
Priority Boarding	✅	✅
Lounge Access	✅ SKL Business Class	✅ SKL First Class
Shangri-La Jade Fast Track	✅	✅
Heathrow Express Upgrade	✅	✅
Supp. Solitaire PPS Club Card		✅
APEC Card Reimbursement		✅
*25,000 if status attained before 1 June 2018

Solitaire PPS Club and PPS Club represent the pinnacle of Singapore Airlines elite status, and qualification requires 50,000 and 25,000 PPS Value respectively in a 12-month period.

Members can expect benefits such as priority check-in, priority baggage handling (with an upsized allowance), lounge access, complimentary seat selection, as well as priority access to Saver awards. 

Refer to the article below for a detailed list of benefits. 

Complete Guide: Solitaire PPS Club and PPS Club benefits

Conclusion

Solitaire PPS and PPS Club members can now call Singapore Airlines customer service directly through the mobile app. This supplements the WhatsApp calling feature added earlier this year, and allows them to avoid expensive roaming voice call charges by using data or Wi-Fi.

I’m hoping we’ll see both rolled out for general KrisFlyer members at some point in the future, though in the meantime, the live chat option does offer a calling-free alternative.