Rookie mistake: Flight changes with partner redemption? Contact support too!

On 20-Jan-2026, I had a flight from CDG (France) to CUZ (Peru), connecting to BOG (Colombia). This has been booked through Singapore Airlines using Kris Flyer points 89K + 200(ish)€

A night before, I was contemplating what time should I go to the airport, as it feels too early to leave 5 in the morning. But eventually accepted the fact that it would better be early in case of unforeseen events.

Arrived around 6 at CDG, went directly for check-in.

At the check-in counter:

Me: I would like to check-in. hands over passport

CS: Ok. One moment checks the passport and searches for my name

CS: Hmm, one moment ok? I cannot find your name. Can I see your booking?

Me: Sure hands over my phone, opened Avianca and Singapore Air app

CS: Hmm. I still cannot find your booking. Let me ask my colleague calls someone

CS: Can I see your e-ticket number?

Me: I don’t have it anymore unfortunately, I already deleted it.

CS: Ok one moment. checks the system again

CS: I really cannot find your booking. Let me ask the back office to look for it, maybe there is a problem in the backend. Meanwhile, please take a seat and I will call you as soon as it is resolved.

Puzzled, but I remained calm since I still have quite a lot of time. So I went outside the check-in area and waited.

After a while, I chatted Singapore Airline’s customer service about what happened.

Me: Hello, can you please check why the check-in counters cannot find my booking? Booking reference number: XYZ123

CS: Sure one moment.

CS: I can see your booking here, CDG-BOG-CUZ 20-JAN-2026

Me: Yes, but they cannot see it at the check-in desk.

CS: Here’s your eticket number.

CS: I see that there was a change in the booking. I can accept it from my side

Me: puzzled, because I already accepted it long time ago

Me: Hmm, but I already did. Anyway, yes please.

CS: One moment..

CS: Ok I have accepted the change, and you will receive the e-ticket on your email

Me: Ok thank you I will ask them again.

Literally within seconds after receiving the updated eticket, the woman at the counter called me and said that it is ok now.

My personal take:#

So it seems that even if one accepts the changes by email (there was a button to accept it), the system might still not recognise it. It is still much better to contact support and accept it on your behalf, just to be entirely sure.

All went well eventually. Enjoyed my time at my destination.

p.s. The change was simply the flight code: e.g. AV 123 -> AV 321