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.
- Log in to the SIA mobile app
- Navigate to My Account
- 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.
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.
Knowing SQ, the function will surely be glitchy af
It worked really well surprisingly ngly
I would recommend to use Whatsapp callback over this app. I just waited on hold for a complicated matter, to only have the agent not hear me anymore when she came back online.
So did you or your dad renew Solitaire PPS for another year?
In app still use VOIP so it’ll still be blocked in countries like ME as the blocking is by protocol not app
When I was calling via WhatsApp last week noticed an interesting limitation – you can’t use credit card payment over the phone for things like issuing a ticket, adding an infant etc. The rep had to call me back on regular line. Not sure if this applies to this new in-app call too.
Their credit card verification use old land line technology not tied to WhatsApp so I’m sure it’s still low tech for cc payments
Don’t they send you a link to complete payment?
Could also find the pnr on the site and access the link that way.
unfortunately, that option doesn’t always work, so I have the feeling some agents prefer to avoid even suggesting it.
FYI, the new Starhub plans include free incoming calls when roaming too
I feel there is a catch, since at the moment, incoming calls -say in Europe- are north of 4 SGD per minute. So for them to go from that to 0 SGD means there is definitely a catch. They once had the audacity to tell me that if they charge 6 SGD to call Singapore from abroad, it is because the roaming partners charge them that. All the while, with other operators calls to Singapore are a fraction of that…