We were flight with Silk Air from Penang to Singapore last Saturday on 24 Nov. The flight SQ5345 operate by MI345 was delaying for twice and when the passengers are allowed to onboard to the flight, it still waited for almost 30 minutes to depart to Singapore and somemore when we asked for the airscrew inside the plane was not getting any positive answer. This is very frustrated. Passenger name are Goh Chor Eng & Yong Hua Teck. We need a delay flight confirmation letter & compensation which causing by such delay. We have to rush for the next connecting flight to Kansai SQ622.
Vijayan Kannan
5.0
I’m writing with utter disgust at the attitude of your female crew member. As my family and I made our way from the sky train T2 towards departure area, your crew members all female came out from your briefing room/office. One of your crew member rudely cut in front of me and in the process ran over my right foot with her trolley bag. Instead of stopping and apologising, she raised her hand and waved and rushed off with the rest of her crew. It happened at T2 on the 31st October 2018 at approximately 1945hrs. I’m sure u can find out exactly which team finished their briefing at that time. The crew concerned has a bob haircut and is Malay.
I’m really pissed off that a subsidiary of SIA has these sort of staff working for them. Get back to me on how your office is going to set this right with me.
Kalpana
5.0
We were a group of 8 and the ground staff made mistakes in our seating so when we entered the flight there was confusion to arrange our seats and the fact that the overhead compartment was full where we were seated, the cabin crew took 3 pieces of our hand luggage from us, a painting, an empty frame both of which were in bubble wrap and a blue duffel bag claiming that it would be placed at the front of the aero plane and we could collect it upon arrival. When we got off the plane, we didn’t see our stuff at the front of the plane so asked one of the cabin crew where our things were since we were told it would be at the front of the plane. She replied that it was removed from the plane and so we could collect it from the conveyer belt with the rest of the luggage. Firstly that was an inappropriate thing to do, to remove our things from the plane when we were assured it would be there at the front of the plane. Secondly, these were hand carry items which were not tagged. How can it be removed from the plane without being tagged with our names and other details?
Upoin arriving at the conveyer belt, we looked for our baggage and they weren’t there. Whatever was checked in was there but the ones claimed to have been removed from the plane were not.
We went and lodged a report at the lost and found immediately and till date the items have not been recovered.
I am writing this very disappointed in your staff and the poor management of our hand carry items. If I had known my precious baggage would have been lost I would have insisted I hold on to it.
Even if you compensate monetarily, it would not change the fact that the painting and the empty frame which were unique religious pieces cannot be replaced. Also the clothes and perishables in the duffel bag! Not to mention the distress caused by the loss of our items so precious to us and the calls made to the lost and found office on the various occasions to get updates.
I would like to know how this matter is going to be solved.
I also submitted this feedback on the silk air website on 22/9/2018. To date I have not gotten any reply from anyone from silkair.
QUEK LEE TIANG
2.0
I traveled Silk Air from Singapore to Bandung on flight MI192 on 9 Aug 18 @ 8.30am.
On board, I was greeted by a most unwelcoming stewardess. As I was seated near the emergency exit I was told that I had to listen to her safety evacuation talk. We will not even ready. She did not wait for our response and she just continue to do her speech at a super fast speed that when she ended her speech with a question we are also not aware. None of us even know what she was talking about. She had to prompt us twice and with a impatient look she asked us whether we have any questions. If safety is utmost priority should’t she take time to explain instead of rushing thru like a recorded player in a fast mode.
Next when she served the napkins to me, she passed me 3 napkins and instruct me to pass it on the other 2 passengers beside me. Am I her assistant? No word of please or can you, thanks you, etc.
Meal time was the worst. I was seated in row 11. By the time she reach me she told me literally “You do not have a choice” and my meal will be mee siam. Placed it on my tray and continue with her duties. She did not even offer me drinks. I had to ask her. However, the next moment the stewardess who will serving row 12 came from behind and offered the passengers behind me scrambled eggs or mee siam. As i had opened my meal box I thought ok just bear with it and eat whatever given even thought scramble eggs will e a better choice as I do not like spicy food. I ate a little and left a large portion. Was she trained to served whatever in her food compartment only. When she returned to collect the trays she abruptly ask me “Are you done” I am infuriated over this entire incident thus I decided that I must submit a feedback with regards to her attitude. I believe we paid for the service. What difference is Silkair to any budget flight. I am disappointed that Silkair is losing out to budget airlines?
Please note that I fly often both under budget and economy. I have never experienced such unpleasant behavior from any other airline. Hence this behavior came as rude shock to me.
Unfortunately I was not able to get her name but I briefly saw her badge and I think may starts with alphabet A
I sincerely hope Silkair take my feedback seriously and reprimands the staff involved for her lack of service quality. I also hope you remind your service staff to be courteous and helpful always to all your passengers.
I would appreciate a written reply from Silk Air.
Judith Egerton
5.0
On 26th July 2018 I took flight MI701 from Chiang Mai to Singapore. Two of the wheels on my suitcase were completely broken off, which rendered the suitcase useless to me. An email from Lavin at your ‘Lost and Found Call Centre’ stated:
‘We would like to highlight to you informatively, in the Notice of Baggage Liability on the ticket Conditions of Contract, the airline do not assume any liability for normal wear and tear of baggage, which includes damage or loss of protruding parts of the baggage including by way of example, straps, handles, hangar hooks, wheels, zipper head, fabric torn, lock or other items attached to the baggage.’
If this is the case, just what does your liability cover? Please respond with exactly what you do cover and not what you don’t cover. It seems to me that you take absolutely no responsibility for any damage caused by your baggage handlers. It is clear that your baggage handlers are not given adequate training and there is no consequence when they do not take a reasonable duty of care to your customers. There is no way that two wheels would be completely broken off if the bag was handled in a normal manner as all other airlines have done in the past.
After reading the reviews on your website, I see that I am not the only person with this complaint and that you do not respond in a timely manner, or at all, to the comments made.
Thanks to the rough handling by your staff, I had to buy another suitcase so I could continue to travel. I have travelled extensively throughout Europe during the last few years and Silk Air is the only airline I have had any problems with at all. I will definitely not be travelling with your airline again and I will recommend my travel agent not book anyone on this airline in the future.
Grace
5.0
I am very disappointed with the service from Silkair and SATs.I flew to Cambodia from 10-15jun 2018. My checked-in guitar was damaged during the transportation on the flight. Reference number is SINMI10306. I reported the damaged through the website twice since rend Jun 2018. I have called the lost and found hotline at least 6 times and yet they couldn’t help me to check if Silkair has received my report. All they asked me to do was to wait. Today on 1 Aug 2018, I called again and the staff told me that silkair did not receive my email?! When I waited for 3 weeks and called in, the staff said that silkair needs about 3-5weeks before they get back to me. Now after 5 weeks, they said they didn’t receive my request. Seriously this is unacceptable. Why didn’t the first few staff who answered my call bothered to help check with silkair? And why does silkair need 3-5weeks to reply to my damaged baggage claim? I asked to speak directly to a silkair staff but the ground handlers said that I cannot do so because they don’t have any direct line. When I asked for the management’s email, they said they can’t give it too. I am very infuriated over this entire incident. I have sent in my claim to silkair twice and received an auto reply that my request has been sent yet they can say that they didn’t receive it. How long am I suppose to wait before I get a reply from silkair? Is the time line of 3-5weeks even acceptable to wait for a reply. That’s a very slow response rate.
Cheong kin seng
5.0
I travelled on MI 341 from KUL to SGP. My name is Mr. Cheong Kin Seng. I was told that I could not bring in a small gift that is made by Selangor Pewter that is actually a 6 inch long Keris. I was asked to hand over to the boarding staff who had wrapped the item and told me to collect it from the ground staff. I asked several times and different ways what does it mean by ground staff and did not get any clear answer at all. I arrive into Spore and waited at Belt 31, the item did not show up. I asked for help and was brought to lost and found. Then I was told it is under police to open the locked cabin in the plane and have to wait for a while. I am dissatisfied with the way I was informed of the situation and what I am supposed to do. The ground staff needs to know their job better.
Dan Foo
5.0
I traveled Silk Air from Mandalay back to Singapore on flight MI522 on 9 June2018.
On board, I was served with Pasta and 2 small pieces of cut fresh watermelon and peaches which appeared not fresh and could have been prepared several hours before. There was no other food choice I was told by the flight attendant.
After half an hour my stomach experienced discomfort and on arrival at the Singapore airport
my stomach discomfort got worse.
After arriving at home I had diarrhea (due to contaiminated food) My condition continued until Monday 11/6/18 when
I went to see a doctor who gave me medicine and 2 days medical leave.
Silk Air should ensure as far as possible that food served on board are fresh and fit for consumption..
I have incurred $46/- in medical fee and would look to Silk Air for reimbursement and compensation.
I would appreciate a reply from Silk Air.
Andrew Bishop
1.0
REf .booking no .QBRUWS, 27 May 2018. Kathmandu to Singapore . Extremely dissatisfied with the manner in which this change of flight was conducted due to my wife becoming ill with food poisoning. I think the fact that we were charged 408.00 American dollars each to change an existing booking was outrageous and unjustifiable. We would have been more than happy to pay for admin charges but not fares that equate to more than a full fare from Australia to Kathmandu.I really think you need to look seriously at your manner in which you conduct your business when situations as above happen .I would be very reluctant to use Singapore/Silk air again which is a shame as we have been more than happy with all previous occasions we have used both airline.
Choo Linn
5.0
I was arriving to Singapore on your delayed MI349 on last Saturday (12-May-2018). I always trust SIA would handle my baggage properly as compared to other airlines. I never encountered any issue with SIA flights before. While getting my luggage covered with luggage cover, and with my trust with SIA companies, I did not check my baggage when I was still inside the airport. I took a Grab home, took my dinner before I was to unpack my stuffs. I got terribly shocked to look at how SilkAir has broken my luggage! It’s fine that my luggage cover sustained a deep scratch along with where the “Fragile” sticker was pasted. When I opened the cover, it is all cracked inside from the adjustable handler until down 30% of my luggage. I did not place much stuffs inside my luggage, but spare luggage and clothes. Supposingly, my stuffs inside should not spoiled too, but the staff must have handled my baggage so harsh that even my silica gel inside (in another layer of zipped net section) break opened and flow around the bag too. This luggage is just less than 3 years old, and this is the 3rd time I am ever using it. It is made from one of the best durability and light material: poly-carbonate (PC). But you managed to break it.
I have contacted the customer service through the online form provided, and followed up again on 16-May-2018 (Wednesday), no news from you at all! I have tried to call SilkAir, but keep getting the wrong information online. It is one week since I last arrived and complained now! Can SilkAir be worst ever other than delaying flight, breaking customers’ luggages, ignoring queries and complaints?
I’m leaving Singapore for a very long trip this July and I really need this big luggage and you broke it!
Joice George
5.0
I just travelled on Silkair (08/05/18) from Kochin to Cairns, i had a fragile baggage which I wrapped well, and on top it’s was wrapped in Kochin Airport at check-in, and it was clearly labelled as “fragile, handle with care”
What happened to my baggage was totally untotolerable, my special two canvas pictures totally damaged,
What kind of service is this? What u mean by “fragile” Are you throwing fragile items, otherwise it won’t happen, i was broken-hearted when I opened the items, you not protecting people’s rights, how can I trust your service again? I won’t recommend anyone to Silkair travels. I photographed all the damaged items too.
I would like to get a quick and proper answer for my problem, it’s not fun, it’s just not money, it’s my precious pictures, I am expecting a quick reply, very bad service, be mindful about people’s values
Bima
1.0
Dear Flyscoot, Silk Air & Singapore Airlines,
We’re writing this mail to express my disappointment with your airlines group service in relation to our flight arrangement no. TR 326 from Singapore to Yangon – Myanmar.
On October 16th 2017, we ONLY received an email notification which said that starting from 29 October 2017 all Flyscoot flights to and from Yangon will be transferred to Silk Air, your partner airline; within Singapore Airlines group.
The notification email is also referring the flight number of Silk Air with NO CHANGES of schedule (flight no. MI 512, Sunday 11 March 2018 at 7.20 AM).
The email also stating that if this new travel arrangement is acceptable, there is nothing we need to do. On that time, we assume that there’ll be no such ugly things that happen just like right now. On that day, we also didn’t reply the email because you (the system) said that we shouldn’t do nothing if we agree. And for your confirmation: we called your 24 customer service around 10 PM Jakarta time just to make sure the email – BUT there were no answer. We’re not joking at all. We can show you the email prove if necessary.
We assumed (until tonight when we just arrived at Changi T2) and expected there’ll be no more changes with this travel arrangement, BUT somehow the aforementioned Silk Air flight no. MI 512 DOES NOT EXIST! Can you imagine that? How could that thing happened? Such a terrible mistake! So unprofessional!
Then we were force to change the flight to MI 516 which is a different time schedule (Sunday 11 march 2018 11.15 AM) with no prior notification! Is that make sense?
Please note that this circumstance has affected my connecting travel arrangement from Yangon to other city that we already PAID & agreed in terms of schedule. It means that YOU GUYS RUINED our whole trip.
This is ridiculously pretty stupid. So we expect you to treat this seriously and we demand certain action from you since it costs us money and time. We tried to talk to your people / crew from Flyscoot + Silk Aor counter here in Changi airport and apparently they dont know anything about this and refused to be responsible of this unexplainable scam! No one is responsible for this. No manager also shown up. They’re just blamed the IT / ticketing / email notification system without any concrete action towards our LOSS. It’s 1 AM in the morning now, and no one is in charged regarding to this matter.
Another information that we want to tell is also: we saw that there was a SQ998 flight from Singapore to Yangon tomorrow around 7 AM which could be our way out to manage the problem. Unfortunately when we give that information to Silk Air crew on Terminal 2 section E Transfer, she denied it and just put the responsibility to Flyscoot. That’s so unfair, right?
Please, we hope you have something to explain to us and compensate our costs.
Regards.
Ren Jinfeng
1.0
This has been a ridiculous experience and made me conclude that Silkair is one of the worst airlines with the worst customer service – worse than budget airlines!
I have been trying to change my flight on 9 Mar, to later evening flight on 9 Mar, or 1235pm flight on 10 Mar. I tried to change flight online but told to call the office instead, and the online website prevented me from making any changes
I have called Singapore office multiple times over PAST ONE WEEK. They have directed me to contact Hanoi office, and promised that the staff from Hanoi office will pick up. I have called Hanoi office MULTIPLE TIMES and NO ONE picked up. I called Singapore office again today – and the staff held me on the line for ONE HOUR while they tried to contact Hanoi office. And yes, NO ONE picked up as well.
I was told that the Singapore office cannot make any changes and have to wait for Hanoi office to contact me back when the staff is back in office – while subjecting myself to potential scenarios of seat running out and price increase!!! When I asked the officer to pass me to the supervisor, Gori, I had to wait for another 30min before Gori was willing to talk to me. In the end, she said she could not do anything for me and had to wait for Hanoi office to call me back. I asked her to send me an email to guarantee that the seat will be available for me, since she promised me on the phone. She told me, to my horror, that she can’t send me the email and had to wait for ANOTHER DEPARTMENT to EMAIL me. What the hell is going on?????
This is absurd and shameful for SIA!
Aquino A Josephine 8797902377
5.0
Flight stewardess named Farah was excruciating in her services and she needs to go for refresher course to up her customer service to your passenger. Dont know what she had against me but she always misses out on purpose every time airlines offering ( blanket, drinks ). I flew constantly with your prestigious airlines (SIA/Silkair) but this is the first I ever encounter such lousy services from a crew.
Mohan Chandrasekharan Nair
1.0
Travelled from Singapore to Trivandrum by MI 482(economy class) on 4th February 2018. Booking reference PU7C7S and we were two adult passengers. At Changi airport terminal 2 while depositing checkin baggages, the staff at the counter informed that total weight of three pieces of our baggage was 62kg. However she cautioned us to be careful in future as the permitted baggage is 60 kg. Since we were sure that our baggage would be within the permissible limit, we told her that there may be some mistake which she did not agree. individual weight of baggages as per counter weighing machine was 10kg, 32kg and 20kg respectively.
After reaching Trivandrum when we got it weighed , it was observed that the acutual weight was 10kg, 22kg and 14kg respectively. It appears that at Singapore weighing balance is not functioning properly which may result in charging the travellers for excess baggage for no fault of theirs
This is for the immediate attention of authorities.
Sheila Diwan
5.0
Silk Air MI 234 flight from Medan to Singapore was delayed for 5 in Medan due to a problem on the runway at Changi.
Passengers should have been sent an email or initmation before they came to the airport. We were only informed on check in delay was to be 1 hour then 2 and then again 2 hours. While all the passengers waited at the departure gate. Small dinner box and drink was provided. Really didn’t expect this from Silk Air. Ridiculous
Bovas Johannan
5.0
Hi I am fed up with the complaint handling procedure of Singapore airlines. I have not got any positive response from any one from your office. My complaint has not reached anywhere inpite of trying different alternatives. Your could not even provide me an email contact for me to lodge my complaint. See below my complaint:
29 December 2017 8:01 PM
Hi
I am raising this complaint against the poor handling of my checked in baggage by Singapore airlines and the subsequent damage it caused to my baggage. We travelled on the SQ 238 flight that departed on 28 of Dec 2018 at 11.25 am from Melbourne and continued our journey through to Trivandrum on MI 492. As per my request ,your staff at Melbourne airport had placed a fragile sticker on all the three baggage. However when it arrived in Trivandrum, we were bit stunned and shocked to find that the handle of one of our red baggage is missing. The zip also came off from the bag leaving the bag opened. It has been a nice baggage with no other damage. Now the baggage has become completely useless as you can’t use it without handle. It is lost. I have included the photos and the side images of handles not broken so that you can see the type of handle missing, for instance in the red baggage.
The pulling liver part of the to pull the bag along on the other blue coloured baggage is also completely broken. The panel came off from the baggage completely. The baggage is completely destroyed because of the poor handling of it by your staff and is now rendered useless. I will be forced to buy at least one another baggage for my return journey to Melbourne and will have to spend money to repair the first one. I don’t know if it [ the red one ] can be used or not again. I shall attach the pictures of the broken part of both the cases.
A positive response in this regard is expected.
My contact number at Melbourne is 0402588339. I will be available at Melbourne on 1st of Feb.
thanks
Your Response:
Unfortunately we can’t process the damage claim here in Melbourne, you need to contact Trivandrum within 7 days from travel.
Kind regards,
Merilin
Further complaint
Hi
Merilin. What sort of response is this? The bags are completely broken. Are you trying to fend off my complaint? I booked the ticket at Melbourne and traveled on Singapore airlines. Why cant you give me the contact details, if it is Trivandrum? Is this how you deal with customers? Your reply is very vague and looks like you just replied for the sake of replying. I am bit surprised to see your response. Another thing is that one of the emails to which I copied my email was bounced. ([email protected] )
Why cant you forward my complaint to the appropriate authority? Is this your complaint handling procedure? We live in Melbourne and are Australian citizens.
Please provide me the details of both Melbourne office including email and Trivandrum office including email. If not I will be forced to write to senior officers may be to CEO.
thanks
Bovas
Your response
Hi, Bovas
Our office is here to help you , but unfortunately, we do not handle Silkair (flight MI492 – your last flight to Trivandrum) in Melbourne,
so you need to contact them in Trivandrum.
As per the airline’s policy the report needs to be raised at the final destination with the final carrier.
I tried getting their email from Singapore Airlines, but they do not have Silkair’s Trivandrum office email.
I am seeking damages for my broken baggages. I had to buy new baggages for my return travel to Melbourne. The baggages were in perfect condition when it was given to your staff at Melbourne. It costed me approximately 10000 Indian rupees to buy two baggages. Happy to send you the receipt.
I am very upset and saddened at the damage caused to my baggage.
thanks
Catherine Wilson
1.0
I flew MI813 Singapore to cairns on 5th jan. I had two bags, only one arrived. They delivered a bag next day which was not mine and nothing like my description. So i am not hopeful. My theory is that my other bag was tagged with my own name address tag. The lost one wasnt. I think someone takes the bags not tagged with own tag. It seems to happen way too often for just misplaced bags. They have a flight number on them i saw it and a date, how can it be that hard not to put them on the plane. My other theory is they don’t have room and leave off certain luggage.
Well if no. 1 is correct you’ll be disapointed with a small tent and sleeping bag, a towel and a book. Don’t fly this airline. Not worth missing luggage and something dodgy is going on.
Catherine So
1.0
Took flight back to Singapore from Kuala Lumpur on Monday 11 December and my pram got damaged despite being handed over and returned at the aircraft door (as opposed to being checked-in where it would have to go through conveyor belts etc). Made a report immediately to ground staff who advised that airlines don’t compensate for damages. I submitted a complaint on SilkAir website who forwarded the message to ground handling staff who emailed me back quoting policy which clearly didn’t apply and/or hadn’t been followed in my case. I phoned the baggage dept. who advised me the airline is handling my case but no-one has been in contact with me because it has been forwarded to the baggage handling dept. An evident case of Passing the Buck happening here. Disappointed with the poor service, stroller mishandling and irresponsibility seen here.
Kris
5.0
I travelled from bandung to singapore on 4/12/17 by MI195 time 16:40 indonesia time. When the plane was about to land then they started to ask whether do we want to have food. We travelled in a group of 7 and most of us did not have our food on time. This is the first time or second time i took silkair. I was rather disappointed on that.
Prasad Mamidanna
5.0
I am a Solitaire passenger of Singapore Airlines for nearly 30 years plus. On Nov19, 2017 I took a flight on MI-423 from Bengaluru, India to Singapore Seat-3A. On landing I found that a few items in my checked in BAG were removed. This includes an LG- K10 mobile phone which I forgot to remove from the bag. Over many years and one of the very few flights I have taken on Silk Air this was indeed very disappointing.
I have heard and read about such thefts at this airport in India. I hope this can be fixed as I am assuming that their is some kind of video security at this area.
H
Lee
5.0
Was onboard on MI922 03Nov17. Perhaps my expectation was holding at what i had in my previous flight. But this flight turned out with full of disappointment.
During boarding, besides in-charge & another crew with her had a bright smile to start this morning flight with pax, the rest of the crew does not have any single smile nor greeting.
During service, crew whom served meals were absolutely rude! No smile, fine. The way she spoke to pax, all i can say “Attitude”.
After service, crew were talking so loudly in the galley that we barely could catch some sleep. All the conversation are filled with singlish with malaysian accent. Talked about their work, meals, their own personal life. Gosh! We, the pax sitting at the back of the aircraft all knows your agony esp to the female crew works in the galley.
I know the hardwork the crew had put in, but please. We don’t fly everyday like crew does and crew might be tired on that flight, at least do give some consideration to the pax onboard. Speaking like typical “ah lian” to us & showing face like we own you a million bucks?
Silkair, do check on your “ah lian” & cultivate them.
Yi Da
5.0
I have booked a ticket to Palembang for first week of Nov, and received a rescheduled email from Silk Air, saying that there are changes to my flight, which supposed to be Monday morning but they changed it to Sunday afternoon. My purpose to go to Palembang is to attend my cousin’s wedding ion Sunday night and I have to fly back to Singapore on Monday morning as I have an important meeting to attend on Monday afternoon. I have been calling to their customer service a few times, asking them what is the other alternative and asking them to refund me my fee so that I can book another airlines. They keep saying that they will get back to me as soon as possible, but one week has passed, so far no response from them and nobody has called me. Really disappointed and frustrating with this kind of service.
Neville Lim
5.0
RECEIVED DAMAGED BAG SILKAIR REFUSED TO REPAIR
I travelled on MI 413 Aug 6 (KTM to SIN) only to find that my bag was severely damaged when I received bag at Changi Airport: (i ) lower right severely banged in; (ii) right wheel broke and unable to freely rotate and roll due to impact as a result of (i) above; (iii) casing on all three sections where combination locks are fitted, cracked/ broke off; (iv) combination lock cracked. Bag is a Rimowa Aluminum. I reported the situation to SATS at Changi airport. Aug 7, a damage baggage agent came to my residence to collect the damage bag for repair. Everything beyond this point is a nightmare.
For the first week, I had not received any notification from SATS, baggage agent or airline which prompted me to call the baggage agent, and was told that they are awaiting parts from Rimowa. I called again in the second week and only to be informed that the airline will not accept liability for the locks, however has proceeded to repair the area that is banged in and the wheel. When asked why the airline is not repairing the cracked combination locks, I was told that locks is not covered under the liability agreement (which the airline has failed to show under which clause are combination locks excluded in its liability) The airline then sited that there is limited liability for damage bags under “wear and tear”. Clearly the combination lock was cracked due to the severe impact and mishandling of the bag and not wear and tear. I wonder if a lock could break under normal use. This is an aluminum casing and as hard as bricks.
So feeling like I’m not going anywhere with Silkair’s incompetence, I had requested for my bag to be returned to me. The baggage agent contacted me to agree on timing the bag could be returned. On Aug 26, 6.40pm the baggage agent appeared at my door asking to collect a bag! They were suppose to return my bag not pick up a bag. So much miscommunication between the airline and it’s agents.
After 21 days, I still do not yet have my bag returned. In comparison, in an earlier experience with SQ when my bag was also damaged, SQ responded and repaired the bag in 5 days, and never sited limited liability, refusal to repair a customer’s bag and tons of lame excuses. How can two companies with such close affiliation, provide service and customer care that are worlds apart.
Sridevi addepalli
1.0
I am an ethical vegan and I ordered vegan meal. In the meal I got meji yoghurt and a bun made from dairy. This is the 3rd time I am facing this problem. When I complain to the cabin crew, they don’t know difference between vegan and vegetarian after explaining them. It’s horrible service.
Ms Datta Aruna
5.0
I’m writing to express my deep disappointment at the poor service quality of Silkair’s check in staff at Changi Airport.
On Saturday, June 24, 2017, at around 6:00 pm, I was checking in at Silkair’s Row 4, Counter 5, to take my flight to Hyderabad (MI474) that was scheduled to depart at 8:00 pm. I was served by an extremely rude woman named Lata (she refused to give her full name!). Let me explain further:
1) As I had recently undergone surgery in Singapore on my left hand, and also suffer from torn cartilages on my right knee, I was unable to lift my suitcase on to the check in counter. I asked Lata’s help to lift it up for me but she refused to do so saying she’s unable to lift the suitcase! Please note that Lata could have asked any of her colleagues nearby to assist me, but even upon my request, she refused to ask them for assistance! I do not understand why she did not request their help.
My daughter-in-law, who was helping me check in, and who was fasting at that time for Ramadan, had no other choice but to lift my suitcase and place it on the counter with a lot of effort!! This resulted in her injuring her knee!
2) I asked Lata for a wheelchair that I had requested earlier. She rudely asked why I needed one (I’ve never had the need to give a reason for getting a wheelchair before!). Lata went on to tell me it would take 30-40 minutes for the wheelchair to arrive. I was also wearing a visible post-surgery compression garment on my left arm as my doctor had advised me not to lift anything heavy during my recovery. If you require documentation related to my medical condition I will provide this.
3) Please note that I have taken Silkair flights from Singapore often, and more recently, fly from Hyderabad to Singapore every 6 months. I have never experienced such unpleasant behavior from your staff. Hence this behavior came as rude shock to me and my son & his wife. Until this incident, Silkair staff members have always been very polite and helpful to me — whether it is to help lift heavy suitcases or getting wheelchairs for me or helping me on my flights.
4) When my son, (who was earlier parking his car and had not witnessed the above incident), heard what happened, he went on to complain to the duty manager, Mr Heng, who turned out to be very helpful and promptly went on to assist me. A big thank you to Mr Heng!
4) I sincerely hope Silkair reprimands Lata for her lack of service quality. I also hope you train your service staff to be courteous and helpful always to all your passengers.
Nitin
1.0
Initial Flight booking dates 13th May return 28th May
Called the hotline number in Singapore for silkAir Spoke to Officer Micky on 9th May
The Indian Embassy was closed for holidays and the Visa got delayed, so wanted to get the flight dates moved to another date
Officer helped me to check the cheapest flight 27th may from HYD TO SGD and return 9th June
over the call, she confirmed me that the total damage which I need to pay is 3000 INR per passenger. She was generous to wave off service fee.
She took my credit card details and said everything was done and I will receive the booking and ticket with new dates on my email ID registered.
11th May I still did not receive and called the Singapore silk air office
Officer Kirti spoke to me and said she can’t do much as this has to be done from HYD office. She gave me the HYD number. I did explain to her what was done but she was helpless
11th May I called the HYD officer spoke to Farah
She said I need to pay more money that is 7000 INR per passenger, She said the ticket is only reserved not Booked
I said NO NO, you are mistaken, I was committed by the SilkAir team that final amount for the change is 3000 INR per passenger and the booking was done over the call.
Farah said that she can’t do much as this was done from Singapore SilkAir so I need to check with Singapore SilkAir
11th May I called the Singapore SilkAir office spoke to the floor Supervisor Neelash
He said that sir yes we can see all the information which I am saying is documented in the case, and Micky should not have helped me, this is to be handled by HYD silk air office.
He said the status is the ticket is Unknown, that is ridiculous, what should I do now
This is a case of negligence and unawareness of the SilkAir customer care teams, The Commitments was made after thorough checking of the rates dates etc, the office gave me the final price and she asked for my confirmation to proceed. Now after 3 days Silkair never ver bother to contact the patron to inform what is going on, I had to contact silkair to follow up and check.
It’s poor customer service from Silk Singapore Airlines. I request a solution and get my tickets confirmation asap. Moreover, the two children are traveling alone on this flight by seeing this I have lost confidence on the customer service from SilkAir.
I shall not pay any penny beyond 3000 INR per passenger which was committed to me during my call, it is the mistake of Silkair team who misguided me and now asking for more money.
Poor Customer service from SilkAir false commitment on the ticket booking
Nitin Sood
65 96455500
Elizabeth Ford
5.0
Today I was booked on the following flight
MI601 dept. 9:35 PP
SQ946 dept 16:25 SIN
My return flight to PP was Sunday morning – same route. The conference I was attending was Friday!
By 2pm when I left the airport and returned to my home the flight had still not left. We were informed that the following flight at 6pm was fully booked. It was impossible for me to make any connecting flights in time for the conference I was attending in Bali so I returned home. Nobody could give me any information whatsoever. The hotel needs documentation to prove that I could not make it due to flight difficulties, so I am writing to inquire how I get this.
Also I have read your delay contingency plans on your website and would like to point out that we were given no updates or announcements whatsoever. At 2pm the signs still said it was delayed until 11:30am. We only received information if we went to the desk and asked – likewise food vouchers were give at 12:00…..if we went and asked, there was no announcement. The airline did not follow the delay plans outlined in your website at all. Eventually a few passengers demanded to see someone and a Mr Lath Vannak came to explain that until 4pm he could give us no news. At this point those that realised they would not make connections or meetings decided to return home – myself included.
Please can you pass this on to SilkAir’s complaints department (I cannot find on the website) and provide me with documentation in order to receive a full reimbursement from my hotel. I would also like some form of apology or compensation for the treatment passengers on this flight received this morning. I understand that technical issues happen, and am delighted that SilkAir take safety so seriously. However leaving passengers completely uninformed for over 4 hours (probably longer – nothing was happening when I left) is unacceptable as if offering NO advice as to when the were likely to leave that day and told ‘probably tomorrow’.
Liz Ford
Kirsty
1.0
We boarded a flight from Singapore to Phuket wednesday 8th, when we entered the plane an awful fishy smell was present it was foul & even the staff commented on it back to me. We then get to our seats to find we have no entertainment options (no tvs). So we sat waiting for our meal to be served. When it arrives we had the option of fish or chicken, well I definitely wasnt going for fish after the stench of it lingering in the plane , so we both chose the chicken.
When we opened it I noticed it wasn’t hot more like luke warm which I mentioned to my husband to check his, his was the same almost cold. At this stage I discussed with him the safety of eating it as I know you have to be very careful with the temperature of chicken but as he said my options would be to swap to the fish which was probably cold to or go without. So we continued and ate it, WELL big mistake. Later on our way back to our accommodation I felt a bit sick but just thought it was travel sickness then after 24 hours had passed and we were both projectile vomiting & diarrhea it’s safe to say we definitely shouldn’t have had the chicken on board. Thanks Silkair for ruining so far 4 says of our holiday as we have been stuck in bed sick and still feeling unwell.
Loh Eng Chye
5.0
My flights MI 234 on 2nd Feb and return flight MI 237 on 5th Feb were both delayed and both planes were packed at remote areas at Changi Airport where we had to take buses. Silkair is a premium airline with impeccable reputation but standards has sadly dropped tremendously.
The budget airlines were at aero bridges but not Silkair? What gives?
The delayed flight back was made worse when luggages were delayed for 45 mins. That led to having to take a cab past midnight with the additional charges.
Why are Silkair services losing out to budget airlines?
Mrs G R Abraham
1.0
A group of us friends took the SilkAir flight from Chiangmai to Singapore recently, we were allocated the last rows at the back of the plane. These are the most uncomfortable seats as they cannot be reclined and also it is next to the toilet where there is always a constant line of people waiting and when the door opens there is an unpleasant smell.
I would like to know why if we want to travel in comfort we pay more for Premier Economy or Business Class, if we pay the same amount as the other passengers why are theses seats there? Either the last row seats should not be there or it should be sold at a discounted price to those who do not mind paying cheaper fares , like those on budget travel or students.
It was a very uncomfortable experience!!!
Rachel
2.0
I am traveling every year from Singapore to Trivandrum (India) in Silkair. For the last few years, it has been observed that the standard of the service has gone down very low. The food is very bad. The smell itself is so horrible. It is better not to give any cheap books for kids or any cheap gifts to travellers as you are insulting us. When we ask for juice, it is only given 1/2 glass and when we ask second time the air hostess just give a serious look as if we are asking free. Last month when I was travelling, I have asked for some warm water and they didn’t bother to give me. They always look as if they are always in a hurry to go from the front to the back and vice versa without any eye contact with the passengers. Since it is a night flight of 4 hours journey, whatever food they give should be given within one hour’s time so that we can at least close our eyes for a while. The service quality inside the flight has to be reviewed every year and also should give feedback forms to the passengers to know the flight service. I have heard that the quality of the service depends on the sectors/route. Please do not treat people differently in different sectors, as we all pay air fare and it is not a budget airline. In my last two journey, I saw that the zip of my luggage has been broken.
Only good thing of Silk air is it take off in time and land in time and is a direct flight.
Hope you will look into it seriously…
Lacey Fisher
2.0
Dear Silk Air
I travelled with you on two flights that were on the 21st and 22nd of December. The first flight was from Kathmandu, Nepal to Singapore referenced: SQ 5316 and the next from Singapore to Koh Samui, Thailand: SQ 5062.
Unfortunately on one of these flights (likely Kathmandu to Singapore) I fell ill. I had awful stomach cramps throughout both journeys and as soon as we landed in Thailand I fell very ill of which includes violently vommitting and diarrhoea. I could not keep food or liquids in my body and didn’t leave our hotel for one week meaning I had a very unpleasant Christmas. I visited a medical clinic in Koh Samui where I was told I had food poisoning. The only place it could have been from was my flight on your airlines as it was the last food I ate, being a chicken curry.
Something clearly needs to be done about this as it ruined my holiday and christmas.
Regards
Lacey Fisher
Andrew Ashmore
1.0
This airline has disappointed beyond belief. I travel every other week to Male in the Maldives, and SQ use to operate a twice daily 777 to Male, which was pretty decent to be fair, although the planes were old, it was a good size plane, decent space, food and entertainment and also the timing and length of flight was manageable.
As of sometime in October, SQ decided to ‘palm off’ the 1005 hrs. morning route to Silk Air. So from a 777 we have gone down to a small A320. From a decent meal we have gone down to a small one dish and no dessert and no entertainment and a long flight.
However where Silk Air is poor is on timing and information and recovery. So when we arrived on the 2nd January for the 1005 hrs MI 482, we get given a letter saying it has been delayed because of ‘Indian Airspace’ being closed because of some flight vehicle experiment. What????? Is this really a joke? And besides why on earth would we be going through Indian airspace to the Maldives? This made no sense at all. The delay was a staggering 4 hrs 25 minutes ! What were we given for this delay? A 15 SD voucher value for lunch. Wow……
So finally as we tried to board we are told there will be a further delay due to ‘late arrival of the incoming aircraft’….the airline industry stock answer to cover up their failures…its not as if Silk Air knew they didn’t have this delay, so why not try to alleviate the problem by giving this flight the priority? I did not see any other flights (except all Indian ones) have this delay…so flights going to the Gulf for example.
So we finally boarded and actually took off at 1515 hrs a total of 5 hours and 10 minutes late….with barely an explanation on board.
So you think the airline would make an effort perhaps with the food on board? NO!!!!! 1 standard tiny dish, with a bread roll and melted ice cream……that was it. No sorry, have something special….after all, they had plenty of time for that!!!!!!!
Again, all we got was, ‘sorry for the delay’ that was it. Finally at 1630 hours we arrived in Male, 5 hours later than planned and an offer of a 15 SD lunch…..Gee thanks Silk Air……
The planes? Functional at best…I have flown better Airbuses on Oman Air, PIA, KLM, Ettihad, Qatar and many others…but Silk Air? I think this was my 8th flight with them since October/November? Now I will be trying the evening Singapore flights as really, these flights are frankly just not good enough.
Ong Leong Loo
5.0
I complained that I have not received the compensation vouchers till today. The incident happened on Mi morning flight at 10 a.m. departing CHangi to Penang on 31.10.2016.
Xu cheng rui
1.0
Booked a pair of tickets from silkair. Paid $450 per ticket in sep 16. To my horror, the price of exact same ticket dropped to around $390 in Oct 16. That is a good $60 or $70 cheaper if I had booked the tickets later.
This is ridiculous – first time I heard airline penalising customers for booking tickets early. If it was $10-20, i would have let go. But making me pay $60 more per tickets when I booked 1 month earlier for a pair of tickets that costed $120 extra.
Contacted customer service but they are hopeless. For 2 months, all they could said was that my email was forwarded to relevant dept for direct reply.
This will be my last time with silkair and I consider the $120 extra paid $$ will go off to feeding all the incompetent pricing and CS people in Silkair!!!
Prak
5.0
Silk air rescheduled our flight due to some issue and they gave us accommodation but not the meal, when we asked they told its not in their policy even though the inconvenience caused by them. I was on the phone for more than 2 hrs with customer support which is useless. Is there any ombudsman complaint that i can do.
Jayasankari
5.0
I travelled from chennai today 06nov16 to singapore on MI435. My suitcase is seen broken when I collected it at baggage belt 33. I can’t use it anymore. I am sad and am needing it to be resolved.
Chris
1.0
I am a regular flyer of SilkAir and have been for many years. In fact I currently fly your SG-Davao-SG route approximately once a month.
I filled out one of Silk airs yellow feedback forms on my flight MI588 yesterday, 5 October, departing Singapore at 9am. I gave an honest and detailed assessment of my customer experience that day. In fact a photo of my form is attached. Why am I posting this? Because it is important that I draw your attention to how my feedback was dealt with by the cabin crew on flight MI588.
You will notice from the image file that my feedback form is crumpled, ripped, has food stains on it and some of the entries are smudged as a consequence. This is because it appears that my form had been thrown into the garbage in the galley, perhaps because of the score that I had given for cabin service. Notwithstanding that when I completed the form and handed it to the cabin crew, the form was flat and neat. It is was only because I asked for the form back so I could take a photo of it, that I suspect it was retrieved from the galley bin.
Now I know that you value customer’s feedback, otherwise you would not have initiated the survey exercise. However, the crew on that particular flight do not, at least if the treatment of my feedback form is anything to go by.
What is also quite telling is that a passenger sitting two seats away from me was provided with a “goody bag” by the Inflight Supervisor and thanked for his (no doubt positive) feedback. In contrast, the Inflight Supervisor when I finally got to speak with her (as she kept me waiting for 10 minutes) about my form being thrown into the garbage, all she could say was “sorry” and claim the form had not been thrown in the garbage. Whether it was or not, we will never definitely know, but the point is that even if it wasn’t, the crew appear to have little respect for customer feedback, exhibited by the way in which they treated my form (crumpling it up, tearing it and staining it with food). Moreover, the way in which the Inflight Supervisor dealt with my complaint about how my feedback form had been treated was in itself poor and again quite telling.
Initially I received a response from the CEO with a lot of platitudes. I replied back but didn’t receive a further response.
I then received a call from one of SilkAirs customer relations employees. They relayed to me that the CEO was unable to assist. Further, they mentioned they have been investigating the incident that I highlighted in my initial email and were sorry for any inconvenience caused. When I expressed my disappointment that I did not receive a response directly from you to my email below and that I was generally unhappy with the non outcome, I was told by staff member, and I quote, “I am sorry if you feel that way.”
I think we all know that these sort of “if you feel that way” apologies are insincere and rote learned. The fact that their staff are even trained to take such an approach leaves a lot to be desired. Notwithstanding that I would have hoped for more “tone from the top”, these experiences are very telling as to the new direction of Silk Air. Consequently, and regrettably, I will be seeking out a different carrier to whom to transfer my business and I am sharing these experiences so that other guests of the airline may be made aware of Silk Air’s new direction.
Jenny
1.0
As we arrived in Cairns Airport on Saturday, 10/08/2016 (flight MI 881 from Singapore to Cairns), we were told that one piece of our luggage remained in Singapore. We were about to start our honeymoon in Cairns and I had nothing to wear, I was promised by Silk Air that the luggage would arrive on Sunday before 6.00 pm, because we had a very special dinner planned and I really needed my clothes. It did not arrive before 6.00 pm and I had to walk to the dinner without shoes and make up. On our Honeymoon!!!! It was embarrassing.
Nevertheless, as we returned to our room at 10.00pm, the luggage was there but with one wheel broken!
When we checked in the luggage in Singapore it was new and just bought a few weeks ago. We never travelled with it and payed 160 euros for it. We can send you the receipt if needed. Since it was brought straight to our hotel we had no chance to make a complaint right at the airport.
As we still have 3 weeks of travel ahead, this situation is not bearable! That’s just too much, a lost luggage and additionally a broken one! So we are demanding a refund of the full costs of the luggage (160 euros) within the next two weeks.
yue er
1.0
Called in Silkair hotline to enquire about changing my flight as i wasn’t well. The operator told me that I can keep the ticket open for a year and it will not affect the other passenger that was supposed to fly with me. He could separate the booking. Feeling assured I told the operator if I am really not well I will call in to keep my ticket open.
I was shocked when i called back few hours to discover that the info provided by the first operator was all incorrect. I wasn’t able to separate the booking and they demanded that I pay additional $436.20 if not they threatened that it will affect the other passenger which is my dad. The supervisor which was on duty refused to honour the staff’s mistake even though he went to listen to the recorded call. Before listening to the recorded call he promised that if it was his staff’s mistake he will keep the fare at the rate I bought it. However after acknowledging it that it was his staff he refused to honour his words. From 1am to 3am this supervisor wasn’t able to solve my problem and throughout he kept threatening that if I dont pay my dad will not be able to fly.
My Dad is a PPS member and I myself a krisflyer member. I am disgusted with the way Silkair works. The hotline only leads to India and I have requested for someone from Singapore to call me back. Till now I have not received a call.
It is a pity that the ground staff are all situated in India and have no authority to solve customers’ problems. Deeply disappointed by Silkair which is a subsidiary of SIA.
Govindan Nair
5.0
I travelled on your airline from KL to SIN and transited from SIN to BCN on 23Aug16. My flight was on MI339 & SQ378.
On reaching BCN, I found that my lagguage handle was broken. I am travelling to Cologne, Brussels and London with a broken handle. I am very disappointed with your baggage handling and need to raise this complaint as it is really inconvenient to travel with a broken handle.
Mr. Zhang
5.0
I took the SilkAir (Flight No. MI916, from SIN to KMG dated on 15 July 2016, seat 12C), flight Stewardess Ms Duan had a very bad attitude of service. I asked her to help me to carry my small luggage on flight’s roof rack but she looks like unwilling to assist. I asked her to service one cup of hot water but she purposely gave me the water above 120 degree.
Pia
5.0
On sat 30 july i arrived in Yogyakarta without my luggage on a Silk Air flight from Singapore transferring from London. a report was made but no reference number was given to me so now I cannot trace my ‘lost luggage’ and their offices are closed from Saturday lunch to Monday morning. I start climbing mountains tomorrow and have only the clothes.
Rajesh
1.0
Took flight 29th July to Penang. Was told can’t check luggage in and will be sent on next flight. I voiced concern that Silkair will mess that up and that is exactly what happened. What sort of service is this?!!! Even sending a small baggage is such a huge concern. I sit in my hotel room with no clothes to change into for 6 over hours!!! This is unacceptable.
JC
5.0
Bought some air tickets online on Silkair. Spoke to reservations desk about assistance and received terrible service. Totally poor service and not professional. Very disgusted with the treatment.
Jo
5.0
Silkair should improve the telephonic conversations of customer service reps. Not very professional and helpful. Somebody can monitor this may be.
John
5.0
Travelled recently on Silk Air from Singapore. The customer service was pretty bad. Changes to ticket itinerary required that I speak to several agents and then wait for a long long time. Was very frustrated. Not so impressed with Silkair
We were flight with Silk Air from Penang to Singapore last Saturday on 24 Nov. The flight SQ5345 operate by MI345 was delaying for twice and when the passengers are allowed to onboard to the flight, it still waited for almost 30 minutes to depart to Singapore and somemore when we asked for the airscrew inside the plane was not getting any positive answer. This is very frustrated. Passenger name are Goh Chor Eng & Yong Hua Teck. We need a delay flight confirmation letter & compensation which causing by such delay. We have to rush for the next connecting flight to Kansai SQ622.
I’m writing with utter disgust at the attitude of your female crew member. As my family and I made our way from the sky train T2 towards departure area, your crew members all female came out from your briefing room/office. One of your crew member rudely cut in front of me and in the process ran over my right foot with her trolley bag. Instead of stopping and apologising, she raised her hand and waved and rushed off with the rest of her crew. It happened at T2 on the 31st October 2018 at approximately 1945hrs. I’m sure u can find out exactly which team finished their briefing at that time. The crew concerned has a bob haircut and is Malay.
I’m really pissed off that a subsidiary of SIA has these sort of staff working for them. Get back to me on how your office is going to set this right with me.
We were a group of 8 and the ground staff made mistakes in our seating so when we entered the flight there was confusion to arrange our seats and the fact that the overhead compartment was full where we were seated, the cabin crew took 3 pieces of our hand luggage from us, a painting, an empty frame both of which were in bubble wrap and a blue duffel bag claiming that it would be placed at the front of the aero plane and we could collect it upon arrival. When we got off the plane, we didn’t see our stuff at the front of the plane so asked one of the cabin crew where our things were since we were told it would be at the front of the plane. She replied that it was removed from the plane and so we could collect it from the conveyer belt with the rest of the luggage. Firstly that was an inappropriate thing to do, to remove our things from the plane when we were assured it would be there at the front of the plane. Secondly, these were hand carry items which were not tagged. How can it be removed from the plane without being tagged with our names and other details?
Upoin arriving at the conveyer belt, we looked for our baggage and they weren’t there. Whatever was checked in was there but the ones claimed to have been removed from the plane were not.
We went and lodged a report at the lost and found immediately and till date the items have not been recovered.
I am writing this very disappointed in your staff and the poor management of our hand carry items. If I had known my precious baggage would have been lost I would have insisted I hold on to it.
Even if you compensate monetarily, it would not change the fact that the painting and the empty frame which were unique religious pieces cannot be replaced. Also the clothes and perishables in the duffel bag! Not to mention the distress caused by the loss of our items so precious to us and the calls made to the lost and found office on the various occasions to get updates.
I would like to know how this matter is going to be solved.
I also submitted this feedback on the silk air website on 22/9/2018. To date I have not gotten any reply from anyone from silkair.
I traveled Silk Air from Singapore to Bandung on flight MI192 on 9 Aug 18 @ 8.30am.
On board, I was greeted by a most unwelcoming stewardess. As I was seated near the emergency exit I was told that I had to listen to her safety evacuation talk. We will not even ready. She did not wait for our response and she just continue to do her speech at a super fast speed that when she ended her speech with a question we are also not aware. None of us even know what she was talking about. She had to prompt us twice and with a impatient look she asked us whether we have any questions. If safety is utmost priority should’t she take time to explain instead of rushing thru like a recorded player in a fast mode.
Next when she served the napkins to me, she passed me 3 napkins and instruct me to pass it on the other 2 passengers beside me. Am I her assistant? No word of please or can you, thanks you, etc.
Meal time was the worst. I was seated in row 11. By the time she reach me she told me literally “You do not have a choice” and my meal will be mee siam. Placed it on my tray and continue with her duties. She did not even offer me drinks. I had to ask her. However, the next moment the stewardess who will serving row 12 came from behind and offered the passengers behind me scrambled eggs or mee siam. As i had opened my meal box I thought ok just bear with it and eat whatever given even thought scramble eggs will e a better choice as I do not like spicy food. I ate a little and left a large portion. Was she trained to served whatever in her food compartment only. When she returned to collect the trays she abruptly ask me “Are you done” I am infuriated over this entire incident thus I decided that I must submit a feedback with regards to her attitude. I believe we paid for the service. What difference is Silkair to any budget flight. I am disappointed that Silkair is losing out to budget airlines?
Please note that I fly often both under budget and economy. I have never experienced such unpleasant behavior from any other airline. Hence this behavior came as rude shock to me.
Unfortunately I was not able to get her name but I briefly saw her badge and I think may starts with alphabet A
I sincerely hope Silkair take my feedback seriously and reprimands the staff involved for her lack of service quality. I also hope you remind your service staff to be courteous and helpful always to all your passengers.
I would appreciate a written reply from Silk Air.
On 26th July 2018 I took flight MI701 from Chiang Mai to Singapore. Two of the wheels on my suitcase were completely broken off, which rendered the suitcase useless to me. An email from Lavin at your ‘Lost and Found Call Centre’ stated:
‘We would like to highlight to you informatively, in the Notice of Baggage Liability on the ticket Conditions of Contract, the airline do not assume any liability for normal wear and tear of baggage, which includes damage or loss of protruding parts of the baggage including by way of example, straps, handles, hangar hooks, wheels, zipper head, fabric torn, lock or other items attached to the baggage.’
If this is the case, just what does your liability cover? Please respond with exactly what you do cover and not what you don’t cover. It seems to me that you take absolutely no responsibility for any damage caused by your baggage handlers. It is clear that your baggage handlers are not given adequate training and there is no consequence when they do not take a reasonable duty of care to your customers. There is no way that two wheels would be completely broken off if the bag was handled in a normal manner as all other airlines have done in the past.
After reading the reviews on your website, I see that I am not the only person with this complaint and that you do not respond in a timely manner, or at all, to the comments made.
Thanks to the rough handling by your staff, I had to buy another suitcase so I could continue to travel. I have travelled extensively throughout Europe during the last few years and Silk Air is the only airline I have had any problems with at all. I will definitely not be travelling with your airline again and I will recommend my travel agent not book anyone on this airline in the future.
I am very disappointed with the service from Silkair and SATs.I flew to Cambodia from 10-15jun 2018. My checked-in guitar was damaged during the transportation on the flight. Reference number is SINMI10306. I reported the damaged through the website twice since rend Jun 2018. I have called the lost and found hotline at least 6 times and yet they couldn’t help me to check if Silkair has received my report. All they asked me to do was to wait. Today on 1 Aug 2018, I called again and the staff told me that silkair did not receive my email?! When I waited for 3 weeks and called in, the staff said that silkair needs about 3-5weeks before they get back to me. Now after 5 weeks, they said they didn’t receive my request. Seriously this is unacceptable. Why didn’t the first few staff who answered my call bothered to help check with silkair? And why does silkair need 3-5weeks to reply to my damaged baggage claim? I asked to speak directly to a silkair staff but the ground handlers said that I cannot do so because they don’t have any direct line. When I asked for the management’s email, they said they can’t give it too. I am very infuriated over this entire incident. I have sent in my claim to silkair twice and received an auto reply that my request has been sent yet they can say that they didn’t receive it. How long am I suppose to wait before I get a reply from silkair? Is the time line of 3-5weeks even acceptable to wait for a reply. That’s a very slow response rate.
I travelled on MI 341 from KUL to SGP. My name is Mr. Cheong Kin Seng. I was told that I could not bring in a small gift that is made by Selangor Pewter that is actually a 6 inch long Keris. I was asked to hand over to the boarding staff who had wrapped the item and told me to collect it from the ground staff. I asked several times and different ways what does it mean by ground staff and did not get any clear answer at all. I arrive into Spore and waited at Belt 31, the item did not show up. I asked for help and was brought to lost and found. Then I was told it is under police to open the locked cabin in the plane and have to wait for a while. I am dissatisfied with the way I was informed of the situation and what I am supposed to do. The ground staff needs to know their job better.
I traveled Silk Air from Mandalay back to Singapore on flight MI522 on 9 June2018.
On board, I was served with Pasta and 2 small pieces of cut fresh watermelon and peaches which appeared not fresh and could have been prepared several hours before. There was no other food choice I was told by the flight attendant.
After half an hour my stomach experienced discomfort and on arrival at the Singapore airport
my stomach discomfort got worse.
After arriving at home I had diarrhea (due to contaiminated food) My condition continued until Monday 11/6/18 when
I went to see a doctor who gave me medicine and 2 days medical leave.
Silk Air should ensure as far as possible that food served on board are fresh and fit for consumption..
I have incurred $46/- in medical fee and would look to Silk Air for reimbursement and compensation.
I would appreciate a reply from Silk Air.
REf .booking no .QBRUWS, 27 May 2018. Kathmandu to Singapore . Extremely dissatisfied with the manner in which this change of flight was conducted due to my wife becoming ill with food poisoning. I think the fact that we were charged 408.00 American dollars each to change an existing booking was outrageous and unjustifiable. We would have been more than happy to pay for admin charges but not fares that equate to more than a full fare from Australia to Kathmandu.I really think you need to look seriously at your manner in which you conduct your business when situations as above happen .I would be very reluctant to use Singapore/Silk air again which is a shame as we have been more than happy with all previous occasions we have used both airline.
I was arriving to Singapore on your delayed MI349 on last Saturday (12-May-2018). I always trust SIA would handle my baggage properly as compared to other airlines. I never encountered any issue with SIA flights before. While getting my luggage covered with luggage cover, and with my trust with SIA companies, I did not check my baggage when I was still inside the airport. I took a Grab home, took my dinner before I was to unpack my stuffs. I got terribly shocked to look at how SilkAir has broken my luggage! It’s fine that my luggage cover sustained a deep scratch along with where the “Fragile” sticker was pasted. When I opened the cover, it is all cracked inside from the adjustable handler until down 30% of my luggage. I did not place much stuffs inside my luggage, but spare luggage and clothes. Supposingly, my stuffs inside should not spoiled too, but the staff must have handled my baggage so harsh that even my silica gel inside (in another layer of zipped net section) break opened and flow around the bag too. This luggage is just less than 3 years old, and this is the 3rd time I am ever using it. It is made from one of the best durability and light material: poly-carbonate (PC). But you managed to break it.
I have contacted the customer service through the online form provided, and followed up again on 16-May-2018 (Wednesday), no news from you at all! I have tried to call SilkAir, but keep getting the wrong information online. It is one week since I last arrived and complained now! Can SilkAir be worst ever other than delaying flight, breaking customers’ luggages, ignoring queries and complaints?
I’m leaving Singapore for a very long trip this July and I really need this big luggage and you broke it!
I just travelled on Silkair (08/05/18) from Kochin to Cairns, i had a fragile baggage which I wrapped well, and on top it’s was wrapped in Kochin Airport at check-in, and it was clearly labelled as “fragile, handle with care”
What happened to my baggage was totally untotolerable, my special two canvas pictures totally damaged,
What kind of service is this? What u mean by “fragile” Are you throwing fragile items, otherwise it won’t happen, i was broken-hearted when I opened the items, you not protecting people’s rights, how can I trust your service again? I won’t recommend anyone to Silkair travels. I photographed all the damaged items too.
I would like to get a quick and proper answer for my problem, it’s not fun, it’s just not money, it’s my precious pictures, I am expecting a quick reply, very bad service, be mindful about people’s values
Dear Flyscoot, Silk Air & Singapore Airlines,
We’re writing this mail to express my disappointment with your airlines group service in relation to our flight arrangement no. TR 326 from Singapore to Yangon – Myanmar.
On October 16th 2017, we ONLY received an email notification which said that starting from 29 October 2017 all Flyscoot flights to and from Yangon will be transferred to Silk Air, your partner airline; within Singapore Airlines group.
The notification email is also referring the flight number of Silk Air with NO CHANGES of schedule (flight no. MI 512, Sunday 11 March 2018 at 7.20 AM).
The email also stating that if this new travel arrangement is acceptable, there is nothing we need to do. On that time, we assume that there’ll be no such ugly things that happen just like right now. On that day, we also didn’t reply the email because you (the system) said that we shouldn’t do nothing if we agree. And for your confirmation: we called your 24 customer service around 10 PM Jakarta time just to make sure the email – BUT there were no answer. We’re not joking at all. We can show you the email prove if necessary.
We assumed (until tonight when we just arrived at Changi T2) and expected there’ll be no more changes with this travel arrangement, BUT somehow the aforementioned Silk Air flight no. MI 512 DOES NOT EXIST! Can you imagine that? How could that thing happened? Such a terrible mistake! So unprofessional!
Then we were force to change the flight to MI 516 which is a different time schedule (Sunday 11 march 2018 11.15 AM) with no prior notification! Is that make sense?
Please note that this circumstance has affected my connecting travel arrangement from Yangon to other city that we already PAID & agreed in terms of schedule. It means that YOU GUYS RUINED our whole trip.
This is ridiculously pretty stupid. So we expect you to treat this seriously and we demand certain action from you since it costs us money and time. We tried to talk to your people / crew from Flyscoot + Silk Aor counter here in Changi airport and apparently they dont know anything about this and refused to be responsible of this unexplainable scam! No one is responsible for this. No manager also shown up. They’re just blamed the IT / ticketing / email notification system without any concrete action towards our LOSS. It’s 1 AM in the morning now, and no one is in charged regarding to this matter.
Another information that we want to tell is also: we saw that there was a SQ998 flight from Singapore to Yangon tomorrow around 7 AM which could be our way out to manage the problem. Unfortunately when we give that information to Silk Air crew on Terminal 2 section E Transfer, she denied it and just put the responsibility to Flyscoot. That’s so unfair, right?
Please, we hope you have something to explain to us and compensate our costs.
Regards.
This has been a ridiculous experience and made me conclude that Silkair is one of the worst airlines with the worst customer service – worse than budget airlines!
I have been trying to change my flight on 9 Mar, to later evening flight on 9 Mar, or 1235pm flight on 10 Mar. I tried to change flight online but told to call the office instead, and the online website prevented me from making any changes
I have called Singapore office multiple times over PAST ONE WEEK. They have directed me to contact Hanoi office, and promised that the staff from Hanoi office will pick up. I have called Hanoi office MULTIPLE TIMES and NO ONE picked up. I called Singapore office again today – and the staff held me on the line for ONE HOUR while they tried to contact Hanoi office. And yes, NO ONE picked up as well.
I was told that the Singapore office cannot make any changes and have to wait for Hanoi office to contact me back when the staff is back in office – while subjecting myself to potential scenarios of seat running out and price increase!!! When I asked the officer to pass me to the supervisor, Gori, I had to wait for another 30min before Gori was willing to talk to me. In the end, she said she could not do anything for me and had to wait for Hanoi office to call me back. I asked her to send me an email to guarantee that the seat will be available for me, since she promised me on the phone. She told me, to my horror, that she can’t send me the email and had to wait for ANOTHER DEPARTMENT to EMAIL me. What the hell is going on?????
This is absurd and shameful for SIA!
Flight stewardess named Farah was excruciating in her services and she needs to go for refresher course to up her customer service to your passenger. Dont know what she had against me but she always misses out on purpose every time airlines offering ( blanket, drinks ). I flew constantly with your prestigious airlines (SIA/Silkair) but this is the first I ever encounter such lousy services from a crew.
Travelled from Singapore to Trivandrum by MI 482(economy class) on 4th February 2018. Booking reference PU7C7S and we were two adult passengers. At Changi airport terminal 2 while depositing checkin baggages, the staff at the counter informed that total weight of three pieces of our baggage was 62kg. However she cautioned us to be careful in future as the permitted baggage is 60 kg. Since we were sure that our baggage would be within the permissible limit, we told her that there may be some mistake which she did not agree. individual weight of baggages as per counter weighing machine was 10kg, 32kg and 20kg respectively.
After reaching Trivandrum when we got it weighed , it was observed that the acutual weight was 10kg, 22kg and 14kg respectively. It appears that at Singapore weighing balance is not functioning properly which may result in charging the travellers for excess baggage for no fault of theirs
This is for the immediate attention of authorities.
Silk Air MI 234 flight from Medan to Singapore was delayed for 5 in Medan due to a problem on the runway at Changi.
Passengers should have been sent an email or initmation before they came to the airport. We were only informed on check in delay was to be 1 hour then 2 and then again 2 hours. While all the passengers waited at the departure gate. Small dinner box and drink was provided. Really didn’t expect this from Silk Air. Ridiculous
Hi I am fed up with the complaint handling procedure of Singapore airlines. I have not got any positive response from any one from your office. My complaint has not reached anywhere inpite of trying different alternatives. Your could not even provide me an email contact for me to lodge my complaint. See below my complaint:
29 December 2017 8:01 PM
Hi
I am raising this complaint against the poor handling of my checked in baggage by Singapore airlines and the subsequent damage it caused to my baggage. We travelled on the SQ 238 flight that departed on 28 of Dec 2018 at 11.25 am from Melbourne and continued our journey through to Trivandrum on MI 492. As per my request ,your staff at Melbourne airport had placed a fragile sticker on all the three baggage. However when it arrived in Trivandrum, we were bit stunned and shocked to find that the handle of one of our red baggage is missing. The zip also came off from the bag leaving the bag opened. It has been a nice baggage with no other damage. Now the baggage has become completely useless as you can’t use it without handle. It is lost. I have included the photos and the side images of handles not broken so that you can see the type of handle missing, for instance in the red baggage.
The pulling liver part of the to pull the bag along on the other blue coloured baggage is also completely broken. The panel came off from the baggage completely. The baggage is completely destroyed because of the poor handling of it by your staff and is now rendered useless. I will be forced to buy at least one another baggage for my return journey to Melbourne and will have to spend money to repair the first one. I don’t know if it [ the red one ] can be used or not again. I shall attach the pictures of the broken part of both the cases.
A positive response in this regard is expected.
My contact number at Melbourne is 0402588339. I will be available at Melbourne on 1st of Feb.
thanks
Your Response:
Unfortunately we can’t process the damage claim here in Melbourne, you need to contact Trivandrum within 7 days from travel.
Kind regards,
Merilin
Further complaint
Hi
Merilin. What sort of response is this? The bags are completely broken. Are you trying to fend off my complaint? I booked the ticket at Melbourne and traveled on Singapore airlines. Why cant you give me the contact details, if it is Trivandrum? Is this how you deal with customers? Your reply is very vague and looks like you just replied for the sake of replying. I am bit surprised to see your response. Another thing is that one of the emails to which I copied my email was bounced. ([email protected] )
Why cant you forward my complaint to the appropriate authority? Is this your complaint handling procedure? We live in Melbourne and are Australian citizens.
Please provide me the details of both Melbourne office including email and Trivandrum office including email. If not I will be forced to write to senior officers may be to CEO.
thanks
Bovas
Your response
Hi, Bovas
Our office is here to help you , but unfortunately, we do not handle Silkair (flight MI492 – your last flight to Trivandrum) in Melbourne,
so you need to contact them in Trivandrum.
As per the airline’s policy the report needs to be raised at the final destination with the final carrier.
I tried getting their email from Singapore Airlines, but they do not have Silkair’s Trivandrum office email.
Please try contacting them on their webpage https://www.silkair.com/en_UK/contact-us/
Kind Regards
Merilin
Menzies Aviation | Mishandled Baggage Services | Melbourne Airport
I am seeking damages for my broken baggages. I had to buy new baggages for my return travel to Melbourne. The baggages were in perfect condition when it was given to your staff at Melbourne. It costed me approximately 10000 Indian rupees to buy two baggages. Happy to send you the receipt.
I am very upset and saddened at the damage caused to my baggage.
thanks
I flew MI813 Singapore to cairns on 5th jan. I had two bags, only one arrived. They delivered a bag next day which was not mine and nothing like my description. So i am not hopeful. My theory is that my other bag was tagged with my own name address tag. The lost one wasnt. I think someone takes the bags not tagged with own tag. It seems to happen way too often for just misplaced bags. They have a flight number on them i saw it and a date, how can it be that hard not to put them on the plane. My other theory is they don’t have room and leave off certain luggage.
Well if no. 1 is correct you’ll be disapointed with a small tent and sleeping bag, a towel and a book. Don’t fly this airline. Not worth missing luggage and something dodgy is going on.
Took flight back to Singapore from Kuala Lumpur on Monday 11 December and my pram got damaged despite being handed over and returned at the aircraft door (as opposed to being checked-in where it would have to go through conveyor belts etc). Made a report immediately to ground staff who advised that airlines don’t compensate for damages. I submitted a complaint on SilkAir website who forwarded the message to ground handling staff who emailed me back quoting policy which clearly didn’t apply and/or hadn’t been followed in my case. I phoned the baggage dept. who advised me the airline is handling my case but no-one has been in contact with me because it has been forwarded to the baggage handling dept. An evident case of Passing the Buck happening here. Disappointed with the poor service, stroller mishandling and irresponsibility seen here.
I travelled from bandung to singapore on 4/12/17 by MI195 time 16:40 indonesia time. When the plane was about to land then they started to ask whether do we want to have food. We travelled in a group of 7 and most of us did not have our food on time. This is the first time or second time i took silkair. I was rather disappointed on that.
I am a Solitaire passenger of Singapore Airlines for nearly 30 years plus. On Nov19, 2017 I took a flight on MI-423 from Bengaluru, India to Singapore Seat-3A. On landing I found that a few items in my checked in BAG were removed. This includes an LG- K10 mobile phone which I forgot to remove from the bag. Over many years and one of the very few flights I have taken on Silk Air this was indeed very disappointing.
I have heard and read about such thefts at this airport in India. I hope this can be fixed as I am assuming that their is some kind of video security at this area.
H
Was onboard on MI922 03Nov17. Perhaps my expectation was holding at what i had in my previous flight. But this flight turned out with full of disappointment.
During boarding, besides in-charge & another crew with her had a bright smile to start this morning flight with pax, the rest of the crew does not have any single smile nor greeting.
During service, crew whom served meals were absolutely rude! No smile, fine. The way she spoke to pax, all i can say “Attitude”.
After service, crew were talking so loudly in the galley that we barely could catch some sleep. All the conversation are filled with singlish with malaysian accent. Talked about their work, meals, their own personal life. Gosh! We, the pax sitting at the back of the aircraft all knows your agony esp to the female crew works in the galley.
I know the hardwork the crew had put in, but please. We don’t fly everyday like crew does and crew might be tired on that flight, at least do give some consideration to the pax onboard. Speaking like typical “ah lian” to us & showing face like we own you a million bucks?
Silkair, do check on your “ah lian” & cultivate them.
I have booked a ticket to Palembang for first week of Nov, and received a rescheduled email from Silk Air, saying that there are changes to my flight, which supposed to be Monday morning but they changed it to Sunday afternoon. My purpose to go to Palembang is to attend my cousin’s wedding ion Sunday night and I have to fly back to Singapore on Monday morning as I have an important meeting to attend on Monday afternoon. I have been calling to their customer service a few times, asking them what is the other alternative and asking them to refund me my fee so that I can book another airlines. They keep saying that they will get back to me as soon as possible, but one week has passed, so far no response from them and nobody has called me. Really disappointed and frustrating with this kind of service.
RECEIVED DAMAGED BAG SILKAIR REFUSED TO REPAIR
I travelled on MI 413 Aug 6 (KTM to SIN) only to find that my bag was severely damaged when I received bag at Changi Airport: (i ) lower right severely banged in; (ii) right wheel broke and unable to freely rotate and roll due to impact as a result of (i) above; (iii) casing on all three sections where combination locks are fitted, cracked/ broke off; (iv) combination lock cracked. Bag is a Rimowa Aluminum. I reported the situation to SATS at Changi airport. Aug 7, a damage baggage agent came to my residence to collect the damage bag for repair. Everything beyond this point is a nightmare.
For the first week, I had not received any notification from SATS, baggage agent or airline which prompted me to call the baggage agent, and was told that they are awaiting parts from Rimowa. I called again in the second week and only to be informed that the airline will not accept liability for the locks, however has proceeded to repair the area that is banged in and the wheel. When asked why the airline is not repairing the cracked combination locks, I was told that locks is not covered under the liability agreement (which the airline has failed to show under which clause are combination locks excluded in its liability) The airline then sited that there is limited liability for damage bags under “wear and tear”. Clearly the combination lock was cracked due to the severe impact and mishandling of the bag and not wear and tear. I wonder if a lock could break under normal use. This is an aluminum casing and as hard as bricks.
So feeling like I’m not going anywhere with Silkair’s incompetence, I had requested for my bag to be returned to me. The baggage agent contacted me to agree on timing the bag could be returned. On Aug 26, 6.40pm the baggage agent appeared at my door asking to collect a bag! They were suppose to return my bag not pick up a bag. So much miscommunication between the airline and it’s agents.
After 21 days, I still do not yet have my bag returned. In comparison, in an earlier experience with SQ when my bag was also damaged, SQ responded and repaired the bag in 5 days, and never sited limited liability, refusal to repair a customer’s bag and tons of lame excuses. How can two companies with such close affiliation, provide service and customer care that are worlds apart.
I am an ethical vegan and I ordered vegan meal. In the meal I got meji yoghurt and a bun made from dairy. This is the 3rd time I am facing this problem. When I complain to the cabin crew, they don’t know difference between vegan and vegetarian after explaining them. It’s horrible service.
I’m writing to express my deep disappointment at the poor service quality of Silkair’s check in staff at Changi Airport.
On Saturday, June 24, 2017, at around 6:00 pm, I was checking in at Silkair’s Row 4, Counter 5, to take my flight to Hyderabad (MI474) that was scheduled to depart at 8:00 pm. I was served by an extremely rude woman named Lata (she refused to give her full name!). Let me explain further:
1) As I had recently undergone surgery in Singapore on my left hand, and also suffer from torn cartilages on my right knee, I was unable to lift my suitcase on to the check in counter. I asked Lata’s help to lift it up for me but she refused to do so saying she’s unable to lift the suitcase! Please note that Lata could have asked any of her colleagues nearby to assist me, but even upon my request, she refused to ask them for assistance! I do not understand why she did not request their help.
My daughter-in-law, who was helping me check in, and who was fasting at that time for Ramadan, had no other choice but to lift my suitcase and place it on the counter with a lot of effort!! This resulted in her injuring her knee!
2) I asked Lata for a wheelchair that I had requested earlier. She rudely asked why I needed one (I’ve never had the need to give a reason for getting a wheelchair before!). Lata went on to tell me it would take 30-40 minutes for the wheelchair to arrive. I was also wearing a visible post-surgery compression garment on my left arm as my doctor had advised me not to lift anything heavy during my recovery. If you require documentation related to my medical condition I will provide this.
3) Please note that I have taken Silkair flights from Singapore often, and more recently, fly from Hyderabad to Singapore every 6 months. I have never experienced such unpleasant behavior from your staff. Hence this behavior came as rude shock to me and my son & his wife. Until this incident, Silkair staff members have always been very polite and helpful to me — whether it is to help lift heavy suitcases or getting wheelchairs for me or helping me on my flights.
4) When my son, (who was earlier parking his car and had not witnessed the above incident), heard what happened, he went on to complain to the duty manager, Mr Heng, who turned out to be very helpful and promptly went on to assist me. A big thank you to Mr Heng!
4) I sincerely hope Silkair reprimands Lata for her lack of service quality. I also hope you train your service staff to be courteous and helpful always to all your passengers.
Initial Flight booking dates 13th May return 28th May
Called the hotline number in Singapore for silkAir Spoke to Officer Micky on 9th May
The Indian Embassy was closed for holidays and the Visa got delayed, so wanted to get the flight dates moved to another date
Officer helped me to check the cheapest flight 27th may from HYD TO SGD and return 9th June
over the call, she confirmed me that the total damage which I need to pay is 3000 INR per passenger. She was generous to wave off service fee.
She took my credit card details and said everything was done and I will receive the booking and ticket with new dates on my email ID registered.
11th May I still did not receive and called the Singapore silk air office
Officer Kirti spoke to me and said she can’t do much as this has to be done from HYD office. She gave me the HYD number. I did explain to her what was done but she was helpless
11th May I called the HYD officer spoke to Farah
She said I need to pay more money that is 7000 INR per passenger, She said the ticket is only reserved not Booked
I said NO NO, you are mistaken, I was committed by the SilkAir team that final amount for the change is 3000 INR per passenger and the booking was done over the call.
Farah said that she can’t do much as this was done from Singapore SilkAir so I need to check with Singapore SilkAir
11th May I called the Singapore SilkAir office spoke to the floor Supervisor Neelash
He said that sir yes we can see all the information which I am saying is documented in the case, and Micky should not have helped me, this is to be handled by HYD silk air office.
He said the status is the ticket is Unknown, that is ridiculous, what should I do now
This is a case of negligence and unawareness of the SilkAir customer care teams, The Commitments was made after thorough checking of the rates dates etc, the office gave me the final price and she asked for my confirmation to proceed. Now after 3 days Silkair never ver bother to contact the patron to inform what is going on, I had to contact silkair to follow up and check.
It’s poor customer service from Silk Singapore Airlines. I request a solution and get my tickets confirmation asap. Moreover, the two children are traveling alone on this flight by seeing this I have lost confidence on the customer service from SilkAir.
I shall not pay any penny beyond 3000 INR per passenger which was committed to me during my call, it is the mistake of Silkair team who misguided me and now asking for more money.
Poor Customer service from SilkAir false commitment on the ticket booking
Nitin Sood
65 96455500
Today I was booked on the following flight
MI601 dept. 9:35 PP
SQ946 dept 16:25 SIN
My return flight to PP was Sunday morning – same route. The conference I was attending was Friday!
By 2pm when I left the airport and returned to my home the flight had still not left. We were informed that the following flight at 6pm was fully booked. It was impossible for me to make any connecting flights in time for the conference I was attending in Bali so I returned home. Nobody could give me any information whatsoever. The hotel needs documentation to prove that I could not make it due to flight difficulties, so I am writing to inquire how I get this.
Also I have read your delay contingency plans on your website and would like to point out that we were given no updates or announcements whatsoever. At 2pm the signs still said it was delayed until 11:30am. We only received information if we went to the desk and asked – likewise food vouchers were give at 12:00…..if we went and asked, there was no announcement. The airline did not follow the delay plans outlined in your website at all. Eventually a few passengers demanded to see someone and a Mr Lath Vannak came to explain that until 4pm he could give us no news. At this point those that realised they would not make connections or meetings decided to return home – myself included.
Please can you pass this on to SilkAir’s complaints department (I cannot find on the website) and provide me with documentation in order to receive a full reimbursement from my hotel. I would also like some form of apology or compensation for the treatment passengers on this flight received this morning. I understand that technical issues happen, and am delighted that SilkAir take safety so seriously. However leaving passengers completely uninformed for over 4 hours (probably longer – nothing was happening when I left) is unacceptable as if offering NO advice as to when the were likely to leave that day and told ‘probably tomorrow’.
Liz Ford
We boarded a flight from Singapore to Phuket wednesday 8th, when we entered the plane an awful fishy smell was present it was foul & even the staff commented on it back to me. We then get to our seats to find we have no entertainment options (no tvs). So we sat waiting for our meal to be served. When it arrives we had the option of fish or chicken, well I definitely wasnt going for fish after the stench of it lingering in the plane , so we both chose the chicken.
When we opened it I noticed it wasn’t hot more like luke warm which I mentioned to my husband to check his, his was the same almost cold. At this stage I discussed with him the safety of eating it as I know you have to be very careful with the temperature of chicken but as he said my options would be to swap to the fish which was probably cold to or go without. So we continued and ate it, WELL big mistake. Later on our way back to our accommodation I felt a bit sick but just thought it was travel sickness then after 24 hours had passed and we were both projectile vomiting & diarrhea it’s safe to say we definitely shouldn’t have had the chicken on board. Thanks Silkair for ruining so far 4 says of our holiday as we have been stuck in bed sick and still feeling unwell.
My flights MI 234 on 2nd Feb and return flight MI 237 on 5th Feb were both delayed and both planes were packed at remote areas at Changi Airport where we had to take buses. Silkair is a premium airline with impeccable reputation but standards has sadly dropped tremendously.
The budget airlines were at aero bridges but not Silkair? What gives?
The delayed flight back was made worse when luggages were delayed for 45 mins. That led to having to take a cab past midnight with the additional charges.
Why are Silkair services losing out to budget airlines?
A group of us friends took the SilkAir flight from Chiangmai to Singapore recently, we were allocated the last rows at the back of the plane. These are the most uncomfortable seats as they cannot be reclined and also it is next to the toilet where there is always a constant line of people waiting and when the door opens there is an unpleasant smell.
I would like to know why if we want to travel in comfort we pay more for Premier Economy or Business Class, if we pay the same amount as the other passengers why are theses seats there? Either the last row seats should not be there or it should be sold at a discounted price to those who do not mind paying cheaper fares , like those on budget travel or students.
It was a very uncomfortable experience!!!
I am traveling every year from Singapore to Trivandrum (India) in Silkair. For the last few years, it has been observed that the standard of the service has gone down very low. The food is very bad. The smell itself is so horrible. It is better not to give any cheap books for kids or any cheap gifts to travellers as you are insulting us. When we ask for juice, it is only given 1/2 glass and when we ask second time the air hostess just give a serious look as if we are asking free. Last month when I was travelling, I have asked for some warm water and they didn’t bother to give me. They always look as if they are always in a hurry to go from the front to the back and vice versa without any eye contact with the passengers. Since it is a night flight of 4 hours journey, whatever food they give should be given within one hour’s time so that we can at least close our eyes for a while. The service quality inside the flight has to be reviewed every year and also should give feedback forms to the passengers to know the flight service. I have heard that the quality of the service depends on the sectors/route. Please do not treat people differently in different sectors, as we all pay air fare and it is not a budget airline. In my last two journey, I saw that the zip of my luggage has been broken.
Only good thing of Silk air is it take off in time and land in time and is a direct flight.
Hope you will look into it seriously…
Dear Silk Air
I travelled with you on two flights that were on the 21st and 22nd of December. The first flight was from Kathmandu, Nepal to Singapore referenced: SQ 5316 and the next from Singapore to Koh Samui, Thailand: SQ 5062.
Unfortunately on one of these flights (likely Kathmandu to Singapore) I fell ill. I had awful stomach cramps throughout both journeys and as soon as we landed in Thailand I fell very ill of which includes violently vommitting and diarrhoea. I could not keep food or liquids in my body and didn’t leave our hotel for one week meaning I had a very unpleasant Christmas. I visited a medical clinic in Koh Samui where I was told I had food poisoning. The only place it could have been from was my flight on your airlines as it was the last food I ate, being a chicken curry.
Something clearly needs to be done about this as it ruined my holiday and christmas.
Regards
Lacey Fisher
This airline has disappointed beyond belief. I travel every other week to Male in the Maldives, and SQ use to operate a twice daily 777 to Male, which was pretty decent to be fair, although the planes were old, it was a good size plane, decent space, food and entertainment and also the timing and length of flight was manageable.
As of sometime in October, SQ decided to ‘palm off’ the 1005 hrs. morning route to Silk Air. So from a 777 we have gone down to a small A320. From a decent meal we have gone down to a small one dish and no dessert and no entertainment and a long flight.
However where Silk Air is poor is on timing and information and recovery. So when we arrived on the 2nd January for the 1005 hrs MI 482, we get given a letter saying it has been delayed because of ‘Indian Airspace’ being closed because of some flight vehicle experiment. What????? Is this really a joke? And besides why on earth would we be going through Indian airspace to the Maldives? This made no sense at all. The delay was a staggering 4 hrs 25 minutes ! What were we given for this delay? A 15 SD voucher value for lunch. Wow……
So finally as we tried to board we are told there will be a further delay due to ‘late arrival of the incoming aircraft’….the airline industry stock answer to cover up their failures…its not as if Silk Air knew they didn’t have this delay, so why not try to alleviate the problem by giving this flight the priority? I did not see any other flights (except all Indian ones) have this delay…so flights going to the Gulf for example.
So we finally boarded and actually took off at 1515 hrs a total of 5 hours and 10 minutes late….with barely an explanation on board.
So you think the airline would make an effort perhaps with the food on board? NO!!!!! 1 standard tiny dish, with a bread roll and melted ice cream……that was it. No sorry, have something special….after all, they had plenty of time for that!!!!!!!
Again, all we got was, ‘sorry for the delay’ that was it. Finally at 1630 hours we arrived in Male, 5 hours later than planned and an offer of a 15 SD lunch…..Gee thanks Silk Air……
The planes? Functional at best…I have flown better Airbuses on Oman Air, PIA, KLM, Ettihad, Qatar and many others…but Silk Air? I think this was my 8th flight with them since October/November? Now I will be trying the evening Singapore flights as really, these flights are frankly just not good enough.
I complained that I have not received the compensation vouchers till today. The incident happened on Mi morning flight at 10 a.m. departing CHangi to Penang on 31.10.2016.
Booked a pair of tickets from silkair. Paid $450 per ticket in sep 16. To my horror, the price of exact same ticket dropped to around $390 in Oct 16. That is a good $60 or $70 cheaper if I had booked the tickets later.
This is ridiculous – first time I heard airline penalising customers for booking tickets early. If it was $10-20, i would have let go. But making me pay $60 more per tickets when I booked 1 month earlier for a pair of tickets that costed $120 extra.
Contacted customer service but they are hopeless. For 2 months, all they could said was that my email was forwarded to relevant dept for direct reply.
This will be my last time with silkair and I consider the $120 extra paid $$ will go off to feeding all the incompetent pricing and CS people in Silkair!!!
Silk air rescheduled our flight due to some issue and they gave us accommodation but not the meal, when we asked they told its not in their policy even though the inconvenience caused by them. I was on the phone for more than 2 hrs with customer support which is useless. Is there any ombudsman complaint that i can do.
I travelled from chennai today 06nov16 to singapore on MI435. My suitcase is seen broken when I collected it at baggage belt 33. I can’t use it anymore. I am sad and am needing it to be resolved.
I am a regular flyer of SilkAir and have been for many years. In fact I currently fly your SG-Davao-SG route approximately once a month.
I filled out one of Silk airs yellow feedback forms on my flight MI588 yesterday, 5 October, departing Singapore at 9am. I gave an honest and detailed assessment of my customer experience that day. In fact a photo of my form is attached. Why am I posting this? Because it is important that I draw your attention to how my feedback was dealt with by the cabin crew on flight MI588.
You will notice from the image file that my feedback form is crumpled, ripped, has food stains on it and some of the entries are smudged as a consequence. This is because it appears that my form had been thrown into the garbage in the galley, perhaps because of the score that I had given for cabin service. Notwithstanding that when I completed the form and handed it to the cabin crew, the form was flat and neat. It is was only because I asked for the form back so I could take a photo of it, that I suspect it was retrieved from the galley bin.
Now I know that you value customer’s feedback, otherwise you would not have initiated the survey exercise. However, the crew on that particular flight do not, at least if the treatment of my feedback form is anything to go by.
What is also quite telling is that a passenger sitting two seats away from me was provided with a “goody bag” by the Inflight Supervisor and thanked for his (no doubt positive) feedback. In contrast, the Inflight Supervisor when I finally got to speak with her (as she kept me waiting for 10 minutes) about my form being thrown into the garbage, all she could say was “sorry” and claim the form had not been thrown in the garbage. Whether it was or not, we will never definitely know, but the point is that even if it wasn’t, the crew appear to have little respect for customer feedback, exhibited by the way in which they treated my form (crumpling it up, tearing it and staining it with food). Moreover, the way in which the Inflight Supervisor dealt with my complaint about how my feedback form had been treated was in itself poor and again quite telling.
I wrote to the CEO of Silkair (email: [email protected]) and copied in the CEO of Singapore airlines (email: [email protected]).
Initially I received a response from the CEO with a lot of platitudes. I replied back but didn’t receive a further response.
I then received a call from one of SilkAirs customer relations employees. They relayed to me that the CEO was unable to assist. Further, they mentioned they have been investigating the incident that I highlighted in my initial email and were sorry for any inconvenience caused. When I expressed my disappointment that I did not receive a response directly from you to my email below and that I was generally unhappy with the non outcome, I was told by staff member, and I quote, “I am sorry if you feel that way.”
I think we all know that these sort of “if you feel that way” apologies are insincere and rote learned. The fact that their staff are even trained to take such an approach leaves a lot to be desired. Notwithstanding that I would have hoped for more “tone from the top”, these experiences are very telling as to the new direction of Silk Air. Consequently, and regrettably, I will be seeking out a different carrier to whom to transfer my business and I am sharing these experiences so that other guests of the airline may be made aware of Silk Air’s new direction.
As we arrived in Cairns Airport on Saturday, 10/08/2016 (flight MI 881 from Singapore to Cairns), we were told that one piece of our luggage remained in Singapore. We were about to start our honeymoon in Cairns and I had nothing to wear, I was promised by Silk Air that the luggage would arrive on Sunday before 6.00 pm, because we had a very special dinner planned and I really needed my clothes. It did not arrive before 6.00 pm and I had to walk to the dinner without shoes and make up. On our Honeymoon!!!! It was embarrassing.
Nevertheless, as we returned to our room at 10.00pm, the luggage was there but with one wheel broken!
When we checked in the luggage in Singapore it was new and just bought a few weeks ago. We never travelled with it and payed 160 euros for it. We can send you the receipt if needed. Since it was brought straight to our hotel we had no chance to make a complaint right at the airport.
As we still have 3 weeks of travel ahead, this situation is not bearable! That’s just too much, a lost luggage and additionally a broken one! So we are demanding a refund of the full costs of the luggage (160 euros) within the next two weeks.
Called in Silkair hotline to enquire about changing my flight as i wasn’t well. The operator told me that I can keep the ticket open for a year and it will not affect the other passenger that was supposed to fly with me. He could separate the booking. Feeling assured I told the operator if I am really not well I will call in to keep my ticket open.
I was shocked when i called back few hours to discover that the info provided by the first operator was all incorrect. I wasn’t able to separate the booking and they demanded that I pay additional $436.20 if not they threatened that it will affect the other passenger which is my dad. The supervisor which was on duty refused to honour the staff’s mistake even though he went to listen to the recorded call. Before listening to the recorded call he promised that if it was his staff’s mistake he will keep the fare at the rate I bought it. However after acknowledging it that it was his staff he refused to honour his words. From 1am to 3am this supervisor wasn’t able to solve my problem and throughout he kept threatening that if I dont pay my dad will not be able to fly.
My Dad is a PPS member and I myself a krisflyer member. I am disgusted with the way Silkair works. The hotline only leads to India and I have requested for someone from Singapore to call me back. Till now I have not received a call.
It is a pity that the ground staff are all situated in India and have no authority to solve customers’ problems. Deeply disappointed by Silkair which is a subsidiary of SIA.
I travelled on your airline from KL to SIN and transited from SIN to BCN on 23Aug16. My flight was on MI339 & SQ378.
On reaching BCN, I found that my lagguage handle was broken. I am travelling to Cologne, Brussels and London with a broken handle. I am very disappointed with your baggage handling and need to raise this complaint as it is really inconvenient to travel with a broken handle.
I took the SilkAir (Flight No. MI916, from SIN to KMG dated on 15 July 2016, seat 12C), flight Stewardess Ms Duan had a very bad attitude of service. I asked her to help me to carry my small luggage on flight’s roof rack but she looks like unwilling to assist. I asked her to service one cup of hot water but she purposely gave me the water above 120 degree.
On sat 30 july i arrived in Yogyakarta without my luggage on a Silk Air flight from Singapore transferring from London. a report was made but no reference number was given to me so now I cannot trace my ‘lost luggage’ and their offices are closed from Saturday lunch to Monday morning. I start climbing mountains tomorrow and have only the clothes.
Took flight 29th July to Penang. Was told can’t check luggage in and will be sent on next flight. I voiced concern that Silkair will mess that up and that is exactly what happened. What sort of service is this?!!! Even sending a small baggage is such a huge concern. I sit in my hotel room with no clothes to change into for 6 over hours!!! This is unacceptable.
Bought some air tickets online on Silkair. Spoke to reservations desk about assistance and received terrible service. Totally poor service and not professional. Very disgusted with the treatment.
Silkair should improve the telephonic conversations of customer service reps. Not very professional and helpful. Somebody can monitor this may be.
Travelled recently on Silk Air from Singapore. The customer service was pretty bad. Changes to ticket itinerary required that I speak to several agents and then wait for a long long time. Was very frustrated. Not so impressed with Silkair