My wife booked a ticket for me and herself online. She filled online form and used my surname in as a Sangwan by mistake
I have request to Singapore Airlines to remove my surname from my ticket and they asked me to contact with third party agent.
I contedt to online agent name is Aunt Betty (never heard about before)
They want to reissue our tickets and want to charge current price again. I requested to remove my name only but agent says no there is a policy that singapoer airline will resissue the ticket again. But why they can’t remove my surname from my ticket for genuine reason and why they want to reissue my wife’s ticket too?
Please help me with this matter
Me and my wife goint to meet our 7 years child after 4 years.
We don’t want to miss this this flight.
Thanks
Gurmeet Singh
Vikas Rampal
5.0
Hi Team
I travelled via Singapore Airlines from India-Singapore-Melbourne on 11th/12th November. When I received my luggage one suitcase was badly damaged, wheels broken and corner was smashed.
Can you please guide me the correct email address so I can send my information and pictures of damage ASAP.
Thanks
Vik
Emmanuel
5.0
Singapore Airlines left my luggage in Rome International airport last September 30,2018. I stayed in the Philippines from October 1-7,2018. During my could-have-been holiday in the Philippines, Singapore airlines weren’t able to return my luggage. They weren’t aware of what happened to my luggage. I have done my part in reporting that my luggage was lost but they did not act accordingly because my luggage was forcibly opened in Rome International airport. I chased and chased Singapore airlines’ offices for my luggage but nobody helped. I left the Philippines without my luggage. On my departure from the Philippines, I was approached by an airline staff and bribed with money for my lost luggage, which I did not accept. I returned to Melbourne, Australia and kept chasing Singapore airlines to look for my luggage. Two days after I returned to Australia, I received my luggage, unlocked, forcibly opened, wrecked with personal items and souvenirs from my Europe holiday lost. Again, I reported this to Singapore Airlines and was told that that can’t do anything about it anymore. The stress and trauma you caused me is immeasurable. You tire out complaining customers in the hope that they will stop. You won’t even admit your fault and take responsibility of your mistakes. Disgusting for an airline company who boasts world-class service and quality.
Sangita Gupta
1.0
On 25 Sep, i.e. day before yesterday, I booked 3 Sydney Delhi return tickets, for travel in Feb 2019 via BYOjet. Yesterday, when I read the email they sent me, it showed a return date of 15 March instead of 15 Feb. I straight away rang and requested a change of date (within 15 hours of booking). They asked me for AU$ 500 ($260 Airline fee + $140 BYOjet fee + $100 fare difference) per person for change of date, while I am getting a whole new return ticket for the same dates, for AU$ 750pp. The change of date charges seem outrageous.
When I requested cancellation of tickets, so I could buy from someone else, they said the tickets are non refundable, so the same charges would apply. They also refused to show me their IT log where I keyed in the dates of travel, claiming it is confidential. It seems preposterous that my own record is considered confidential. And if I have indeed made the error of writing the wrong date, I’m willing to pay the fare difference (if applicable). It’s not as if I’ve changed my mind, I am asking for a change of date as soon as I’ve got the email showing the incorrect return date.
I am totally disappointed with the lack of concern shown by BYOjet towards their customers. They are even spoiling the reputation of Singapore Airlines. I request you to step in and help me either in getting a refund or in getting the return date changed without the outrageous charges. They are cheating customers, I have now read several negative reveiws on various websites, including facebook from disgruntled customers who have been cheated by them.
Kindly help.
Thanks in anticipation.
Ratna Shankar
1.0
I was scheduled to fly to HK last night with my husband and 4 year old son.
We were at the check in counter at 5:55 PM, At the time of check in, I was asked to show my pre-arrival registration to HK. As per the pre-arrival my name is Ratna and surname is Shankar (all my official records reflect the same). However my passport has given name as Ratna Shankar and the surname is (Blank). This passport was issued in HK and we were HK residents (even my HKID reflects Ratna as given name and shankar as surname). When we do the pre-arrival form completion, I had left the surname blank and filled given name as Ratna Shankar. This was auto corrected by the system and automatically filled Shankar in the surname slot. I assumed this was a system requirement hence did not change it. Despite showing all my other IDs reflecting my name as Ratna the check in officer insisted on having the name exactly as per the passport.
I then proceeded in filing for another pre-arrival form. I had to do this through my phone as I was in the check in counter. I successfully managed to have the pre-arrival form with the notification slip no. However as my phone wasn’t connected to a printer and the window automatically closes after a few minutes, I took a screen shot of the notification slip. The image wasn’t very clear. However you could read the notification slip no. The check in officer helped print this and verified all the details. But suddenly changed her mind saying we need a clear image. We tried to login again with my passport details and we were re-directed to the confirmation page that reflected slip no. alongwith validity. The officer refused to let me board citing unclear image. The time was 7 PM by then. My 4 year old son by this time was extremely distressed and started to cry out due to hunger, fear, anxiety etc. By this time we were pleading to the officer to let us board since we had a stop over at Singapore, we were fairly confident that we could email HK Immigration and get the notification slip sent to us as we had the notification slip no. It was just a matter of sending us the copy. HK Immigration had closed by this time (closes at 11 PM HK). The officer refused to listen to us, citing they did not want to inconvenience us. We also suggested they check with HK airport, even if they had checked as per our request, we would have known of an option “view/print notification slip again”. Due to the immense pressure we were in, we couldn’t find this link earlier. Boarding was closing, hence my son and husband had to leave without me. I understand from my husband that my son is completely shaken from the entire experience. He has never once travelled without me.
I am now back home in Dubai, having found the link myself, with a printed copy in hand. I had also written to HK immigration who have also sent me the notification slip. If only the check in officer had listened to us, this entire debacle, stress could have been well avoided and I would have travelled with my family as per the plan. Not just that, this has also resulted in quite a bit of loss for us – spending on taxis unneceasrily to airport and home, pre-planned travel in HK costs. I would urge Singapore airlines to re-imburse me for all of this and put me on the earlier available flight to HK, upgrading me to Business class as I have now lost sleep last night thanks to Singapore airlines.
Jean Stephenson
5.0
We are in the middle of a nightmare trying to get my ticket. My husband was sent his but mine is ‘on hold’. The reason? Still don’t understand what is going on. I booked over the phone and paid for two premium economy seats from London to Perth-Australia next March. The company then decided that it needed to issue our tickets separately due to me having Krisflyer points to redeem for a few pounds reduction on my ticket. They then tried to take out money for another ticket, while they have my money that pays for both tickets available to them from my card which says the full amount pending on my card, waiting for Singapore Airways to use it. Of course, there is not enough money available on my card now for them to take out for another fare and Barclay card stopped the extra payment for that reason. Thank goodness for that.
My husband and I have both been trying to find out what is going on with the Singapore agent (who, after several calls from him and getting nowhere, I asked to speak to a manager he told me he is the manager!) as we are tearing our hair out and I am feeling very stressed, having spent hours over three days trying to get this resolved and going round and round in circles. We keep repeating that they have all the money for both fares and they just need to action it; how did my husband’s ticket get paid for and not mine if they have not actioned the money that is sitting there from my Barclay card? What money did they use for that ticket? They have mentioned some technical hitch that is STILL not sorted it appears.
My husband has said that we want this sorted today and my ticket issued. The Singapore agent said he would speak to the finance department and get back to us. That was three hours ago and he has still not got back to us.
I have loved flying with Singapore Airlines in the past and always sung their praises to others BUT I am not going to go through this again with them. Next time, I will look for a reliable airline. I know things can go wrong but when they get it wrong, the customer should not be put through all this stress and time wasting trying to get the matter resolved. SO disappointed.
S Bose
5.0
Subject: Ref: S-2018-08-1113058
I am writing with EXTREME DISAPPOINTMENT, DESPAIR AND DEJECTION at the customer service / after service being provided to us. Please refer to the case reference number provided as the subject line. Just to give you a background – this case was initially logged as a feedback on the 7th of August 2018 and was thereafter was forwarded onto the “Baggage Department in Kolkata”.
Please refer below to the original feedback/complaint that was submitted:
Point 1:
“This is with extreme disappointment and sadness, I wish to inform that my parents travelled from Melbourne to Kolkata (via Singapore) on Saturday, the 4th of August, 2018. To their astonishment, they found that one of their suit cases to be completely DAMAGED (one with a see through hole and other one shows that the cloth is ripped off, refer attachment) upon their arrival at Kolkata, India. They tried looking for staff for assistance at the destination airport but no one was eager to help out. They were eager to travel with Singapore Airlines this time around because they had heard good things about the airlines (warm reception and service). But this incident was a shock to them.
The details are as follows:
Melbourne to Sinagpore on SQ238.
Singpore to Kolkata on SQ516
Booking reference – TN65AL
Asset Tag no – 0618 157 664
Price of the damaged suitcase – $200 (AU$ approx)
Photos of damaged baggage / Letter of authorisation was
If this could be looked at urgently and a compensation could be initiated at an earliest, would be appreciated. “
Point 2:
Thereafter, we were contacted by Singapore Airlines (Staff named – Daniel Gomes) from Kolkata and asked about all the details which was provided to them with photos of damaged baggage (which was dated 12th of August) and we were told that they would need to do an assessment and they would get back to us within a week.
Point 3:
Upon contacting them back about the progress on the 15th of August, I spoke to a staff named Ayesha Sultan who was very arrogant and rude. I was told that Daniel was on leave and insisted as if my nuisances / issues which I raised was rubbish. I even wrote back to Daniel Gomes about her approach but disdain. I was actually flabbergasted to hear these unethical comments which was conveyed to me when I spoke to her. Quoting her words – “What has happened to your baggage – It happens”. This is surely something clients won’t expect when you consider SINGAPORE AIRLINES to be a premium airlines of stature and people pay thousands of dollars to avail it.
Point 4:
When I didn’t hear back from them even after 7 days (which was initially told to me) – I contacted Daniel Gomes back through an email yesterday, the 22nd of August 2018.
Then, I was replied back stating that “After careful consideration, we would have to respectfully decline any claim lodged in this regards and sincerely apologize for any inconvenience caused” and he send us protocols/ guidelines for damaged baggage (WHICH I AM ALREADY AWARE OF – AS I AM A LITERATE TO READ THROUGH THE SOCIAL MEDIA on the Internet). The guidelines included what it not covers:
• Cuts, scratches, scuffs, dents and marks that may occur despite careful handling – My baggage had a see-through hole and some part of it was ripped off.
• Damage to, or loss of, protruding parts of the baggage including, straps, pockets, pull handles, hanger hooks, wheels, external locks, security straps, zipper tabs or other parts attached to the baggage – No as such damage
• Unsuitably-packed luggage (e.g. over-packed) – It was 22-24 KGS and it was not over packed as the allowance was 30 kgs
• Baggage accepted under the conditions of the Limited Release tag – this includes items retrieved or confiscated by the airport authorities or security personnel -NA
Point 5:
Also, to mention during these conversations, an email was sent to Daniel Gomes and ccd to me (may be unknowingly from one of their bosses named David Tan YC – SM CCU) quoting “Please reject as due wear and tear and not a frequent flyer thanks”
This kind of behaviour is completely unacceptable and unethical. We, as a customer treat Singapore Airlines with repute and this is absolutely a shock to me. In future, I would need to think twice before I book my tickets through the airline. Hope you can understand my frustration in regard to what has happened. In the context, it is not about claiming a piece of baggage for a couple of hundred dollars but about ethics, which I feel is quite inappropriate.
Justin
1.0
I am currently waiting my luggage to arrive in my place as I didn’t get them when I arrive in Melbourne from overseas on this Monday night. I have told that I will get them in next day at my home in Tasmania from staff in Melbourne airport, however it’s been 4 days since and no one know where the luggage is. I have spoke to a staff and she has no idea where the luggage is. Are you guys seriously working properly and can’t give a proper information what customer wants to know especially this time when you made a mistake!! I have valuable stuff in my luggage and I can’t just ignore this issue like nothing happened if I don’t get my luggage back soon. Seriously people stay away from Singapore Airlines. There are many good options from other airlines.
Brian Smyth
1.0
I congratulate Singapore Airlines on its very recent Skytrax’s award for the world’s best first-class service which you were quick to notify me about. though, you claimed it to be an award for the world’s best airline. It’s not the world’s best airline from my reading nor through a recent trip in economy from Singapore to Sydney.
My flight with Singapore Airlines was anything but the world’s best. In fact, it was the worst flight I have ever had on any airline. I have, over many years, flown to many parts of the world with many different airlines. This was without a doubt my worst experience ever.
My unfortunate experience was on Sunday 15 July on an overnight flight from Singapore to Sydney, SQ231. For many many years I have flown with QANTAS and its one world affiliated airlines. On my most recent trip I was looking forward to experiencing Singapore Airlines through a code sharing arrangement with Virgin Australia. In hindsight it was a huge mistake.
My family and I – three of us – were allocated the last row just before the toilets in an A380 aircraft. The plane was full, and no consideration was given to our request of check in ground staff for two aisle seats plus one. My partner is very tall and is best accommodated in an aisle seat with maximum leg room, my 14 year-old daughter was happy to be next to one of us.
Within 30 minutes of take-off from Singapore I began to experience what was to be the most horribly uncomfortable and intolerable journey I’ve ever had on any airline. The leg room in my middle of three seats was so restricted that intense pain developed in my right leg. This was further compounded by the hard-numbing and unforgiving seat that required constant movement on my part to distribute pressure pain in my buttocks. My seating arrangement was further compromised by the seat in front of me that was fully reclined from just after take-off to just before landing in Sydney. The back of the seat in front of me came so much into my space that any use of the tray table required tricks of contortion. My use of the entertainment system was also severely compromised even if I had been an adequate distance from the screen. My remote would not release from its holder. It was broken.
My discomfort was so intense that I decided to alternate from standing up at the back of the plane and periodically resuming my seat. There was no respite to rest elsewhere from my allocated seat. This impacted seriously and continuously on my partner and my daughter. The situation was further challenged by the first meal service and the conga line of other passengers awaiting the toilet. I’m please to say that not one member of the cabin crew was bothered by me in any way, whether I was sitting or standing. I was completely ignored for the entire flight.
After the first meal service, the cabin lights were dimmed but a bright fluorescent light in the nearby galley blazed its bright penetrating light over drawn curtains into the back of the plane, making sleeping difficult for many. I searched through the meagre hospitality bag that had been provided at the start of the flight for eye shades. Alas no eye shades just very cheap socks and an equally cheap toothbrush and a few milligrams of paste. Only after tracking down a crew member mid-flight, was I able to get eye shades for me and my family. The torturous experience continued for the duration of the flight. The breakfast meal service was akin to the rest of the experience. It was inedible. There was no choice, the chicken noodles were not only cold, they had become an almost solid mass of starch. The fruit was so far from being ripe I’m sure the watermelon pieces could have done damage had they been flung at anyone or anything. Tea or coffee was on request, well repeated request. My experience was very memorable for all the wrong reasons.
On returning home I watched a TV special on the development of Singapore Airline’s new first-class service. The program reported more than $1 billion has been spend on its design, development, installation and staff training. What a shame the program producers didn’t take time to check out the lesser service classes on Singapore Airlines. I’m sure it would have been a different program. The time and effort shown in the program that engineers and quality assurance staff gave to overcoming a faulty bed clip in the new first-class service seriously irritated me given the extremely shoddy attention that seems to have been paid to the design, maintenance and staff training for those working in economy class on the A380.
It is with much regret that prior to my most recent trip I had already booked a further flight from Sydney to Paris for me and my family on Singapore Airlines this coming January. I’m now thinking what a dope I must be to try before you buy and put faith in a name brand. I dread to think what this long-haul flight will be like given my most recent experience with an airline that seems more concerned about its status than its honest and less affluent customers.
Pei Qin
5.0
I have been a loyal customer for almost a decade. I choose to pay a premium for what I considered a superior service. Your marketing video promises an outstanding ‘personalised’ journey, where a flight with SIA will let the imagination fly. I can assure you that my recent experience with SIA could only have been considered satisfactory with even the wildest imagination.
Your customer service disappointed me, and continued to spiral me into disappointment at every step of my doubled in time journey.
I had already checked into my flight, before receiving a phone call that my flight had been changed from an SIA flight to a Qantas flight only one day before my flight departed. I was told that there was no other option available to me. My initial flight (SQ238) on 23 June at 09:35 from Melbourne to Singapore was changed into a Qantas airline (QF 035) at 11:55. I understand things change and this is forgivable, except this is not the service I except from the World’s Best Airline – 1. Overbooking paying customers, and 2. forcing loyal customers to fly on Qantas, a sub-par service, at such late notice.
This proceeded to cause chaos for me and leave me stranded in Singapore for 12 hours.
I had a connecting flight from Singapore to Penang booked, which initially included a 3 hour layover. However, due to the flight change from Melbourne to Singapore, I was only left with a 65 minute layover time.
I was concerned that this would be tight, so I called the Singapore Customer Service Centre to query if it was a reasonable layover time for my Singapore to Penang flight. I was assured by SIA staff that that the layover was perfectly normal and I would make my connecting flight. The following flight was (SQ 5308) at 19:00.
I live 90 mins drive from penang. I confirmed with my family the correct arrival time, so they could meet me at Penang airport that evening.
I felt incredible stress when the flight didn’t leave on time, as I thought about how I would make it on time to my connecting flight. As the Qantas flight was delayed I didn’t have enough time to get from terminal 1 to terminal 2. There was only 45 mins in between and the gate has already closed the moment I got down from the plane. I ran to the transfer gate and they told me that the next flight from Singapore to Penang would be the following day which is on 24th of June at 07:15 (MI 346). I was incredibly upset and stressed, again, when this happened, and I couldn’t believe it, that SIA would allow such one of its customers to even have to go through this poorly planned journey. To top this off, my family had already left home for Penang to fetch me from the airport.
As I was freaking out, I called my sister and she requested to speak directly to the SIA staff (named Alex), she was trying to discuss the best option available and express her disappointment in SIA, Alex told his colleague that “she was yelling” over the phone. A frantic customer concerned for her sister’s wellbeing is rational behaviour, and I don’t believe my sister was irrationally conversing with Alex. For a company which claims that “customers come first” and that the customers are foremost of your minds at all times” – I find this to be unquestionably false. Alex was completely unprofessional and I am appalled at the customer service we received from SIA.
I did not think that this experience could get ANY worse. Before being shuttled around Changi airport like I was on the amazing race, running around for an hour, passed between SIA staff and Qantas staff even though I was a paying SIA customer. An hour passed before I was provided accommodation for the night, while my parents arrived in Penang – and had to turnaround as i would not be arriving till the following morning.
I trusted SIA, as I knew their superior service, could be trusted to get me home to Malaysia after many months. I booked five months before my flight.
Your customer service failed to deliver: in Melbourne when you arranged for my flight to be changed with such a short layover, when you assured me irrationally that I would make my connecting flight, and finally when I arrived in Singapore, when you couldn’t even take responsibility for the debacle of a situation you had forced me into.
SIA has not lived up to its well-known standards, or my envisioned standards of its customer service. I was not treated with respect as a customer, and I was consistently let down at every leg of my trip.
This horrific experience has left me no choice but to fly with another airline on my next journey.
My journey with SIA caused me unnecessary stress, and inflicted unnecessary stress on my family as they had to drive to Penang twice in a 12 hour period to pick me up.
As an airline in pursuit of excellence, who considers its customers first: How will you compensate me for this fiasco of a journey?
I sincerely hope that no other customer has to go through an painfully enduring experience like I was forced to go through.
Margaret Watson
1.0
After travelling for many years on Singapore airlines and having seen your advertisements for Premium Economy, my husband and I decided to try it on our next flight from Sydney to Singapore. What a bitter disappointment it turned our to be. The seat pictured shows the extended footrest and calf support. As I looked around the cabin i could not see anyone who had been able to achieve this – most giving up entirely and others with just the calf support extended in a truly uncomfortable position. When I asked a member of the cabin crew he had no idea, eventually working out that the passenger had to stand up to make this work. Surely it would be kind to show this to passengers at the outset.
One of your selling points of premium economy is the complementary french champagne show in your advertisement poured into a glass champagne flute with the bottle in a wine bucket behind……on board it is poured into a small plastic cup and not replenished.
Another of your premium economy inclusions is a wider selection of meals through “book the chef’. Although not available on all flights I went on line to confirm it was offered on my flight but could only be booked 24 hrs before departure. When I went back on line 24hrs before departure I was informed that it had closed. On board we were offered no special meal selection, and as we had friends travelling in economy class on the same flight were able to confirm that the meals offered were exactly the same. And very disappointing at that.
The whole experience left us angry and disappointed.
Your advertising for premium economy is misleading at best and blatant deception at worst.
We paid an extra $1753.00 (the difference between economy and premium economy for the two of us on this leg) and seek to be reimbursed this amount of money.
Punyawee
5.0
Our flight SQ981 on Friday 27 Apr at 21.00 from Thailand to Singapore was delayed by 45 minutes and we very worried about this because we had to catch the connecting flight to Japan so we kept asking the ground staffs, flight attendants but they said don’t worry both flights were operated by the same airline BUT we missed the connecting flight to Nagoya.
The ground staff in Singapore is very rude and unfriendly. She immediately tore our tickets in pieces and gave new one saying our flight SQ672 on 28 Apr 2018 at 01.20 from Singapore has been rebooked on SQ672 on 29 Apr 2018 at 01.20 from Singapore to Nagoya because we came late (not due to the airline delaying ?) but we couldn’t stay overnight awaiting new departure but she didn’t want or try to help just offered to provide the hotel and she said this is the best way but it was unacceptable for us then she told us to contact the staffs at the counter. Very disappointed of your STAFFS.
Fortunately, the lady at the counter tried to find other flight for us. Anyway, we are unable to travel until the next day meaning that we are losing a full day of our holiday. We had to rearrange our plan, hotel reservations, train tickets and time was being wasted by Singapore Airlines.
If you care about customer service then please let us know how this time will be reimbursed to us and we hope our flight on 6 may will be a smoothly trip. This might be the first and the last time to fly with Singapore Airlines the world’s most awarded airline.
Stella Leung
1.0
Totally unacceptable. At first I was trying to rest a bit at the lounge. I checked in at the reception with my boarding pass, but after the scan, I was given back someone else’s boarding pass! And unimaginably that’s not the end of the story, they asked me to wait at the gate, not being accepted to board, for more than 1 hour! JUST TO MAKE SURE MY BLOODY LUGGUAGE WAS LOADED TO THE AIRCRAFT!
Seriously paying HKD $42K with service like that, it’s completely unacceptable!
Cheng Loh
5.0
Singapore Airlines booking system is backward and unfair to customers. Recently I had a double booking with my name, same email address and mobile number. The fault is not even mine and I had to pay 300USD for cancelation charges for the 1st booking. I was put on the waiting list for the preferred date of travel which subsequently became available and confirmed by me. Surely the system should have cancelled the 1 st booking after the waitlist flight becomes available and confirmed.
Darryl Cullen
1.0
Pathetic. A full price and service airline that can’t seat my wife and I together. We booked a month early and checked in 36 hours esrly
Next time any other airline. The staff at Ho Chi Minh city airport could not have cared less.
Lisa Tran
1.0
Hi,
For many years, my dream has been to experience the world famous first class suites on an A380 flight with Singapore. Finally, I decided to spend my honeymoon in Asia and spent many, many hours researching before booking the flight of my dreams – almost one year advance. It was the flight from Maldives to Hong Kong — Singapore to Hong Kong segment was in first class suites (Maldives to Singapore in business, because Maldives to Singapore segment doesn’t have first class).
Today, I checked my flights and noticed that not only did the plane change to A350 on my itinerary, but the first class seats I paid for got downgraded to business class. If I did not check myself, I would never have known this until departure. This is extremely disappointing and terrible service! Not only did Singapore not contact me about the flight change, Singapore airlines did not refund my points for involuntarily changing my flight to business, and when I called customer service they couldn’t do anything to make me feel better or feel compensated for this very stressful inconvenience.
Please understand that to be changed from First Class suites on an A380 to business in A350 is a HUGE difference in experience and expectation of quality/service. Passengers should be notified immediately in an email with HUGE letters saying flight change and other notification/or a call should have been sent out. On top of that, when I called your customer service center, I was even more disappointed:
a) your representative only offered to “re-book” my flight to all business to adjust the difference (since I paid first class)
b) when asked if anything else could be done, your representative only said “I’m sorry”
c) when asked to speak to a manager, I was told “the manager is busy and may call you back in 24 hours.” I’ve flown many airlines in my life, and I’ve never heard this response before. At most, a Manager would call me back within 1 hour, and most of the time they can get on the line in 5 min.
Is this the type of service that first class/business passengers deserve? This is basically what happened to me:
1) Plane got changed from A380 to A350 (huge difference in experience/quality of plane)
2) Seat got changed from First Class Suite to Business
3) No auto-refund on change in seat class
4) Seats got SEPARATED. Not even sitting together with my husband anymore
5) No contact from Singapore/big notification to say “ALERT: Your flight has been changed” or something like that
6) Called customer service didn’t get satisfactory resolution, only got “we’ll get back to you in 24 hours and we can’t do anything to make you feel better/compensate for your stress and loss”
I heard that Singapore Airlines is the best in the world with the best customer service which is why I chose Singapore a year ago. I could have flown on many other airlines to fly direct to Hong Kong, but I specifically chose a LONGER flight because I wanted to fly with Singapore. However, right now, I feel like it’s the same as United Airlines. I am very upset, disappointed, and very sad that what I had planned for my honeymoon is now changed so much. While I understand a plane change is out of customer services’ control – HOW Singapore chooses to respond/treat its customers to deal with the change is not acceptable.
I was originally so excited when I booked my flight and told family/friends that I will finally cross off my bucketlist. All those hours planning 1 year in advance is wasted and I feel un-valued as a customer and very dissatisfied.
William Leonard
1.0
Singapore Airlines failed us – We haven’t even boarded the plane yet! We have booked and paid for flights with Singapore Airlines and went on line to book and pay for our seats. A few days later when we went to the travel agent they informed us the seats were not confirmed. We contacted our bank regarding the credit card payment and they informed us that the payment had been authorized and Singapore Airlines has the authorization number to access payment. Singapore Airlines informed our travel agent that they would have to refund the money (within 7-10 days) and we would have to pay again to get seats – no explanation and no assurances. They have a system failure and we have to pay for it and put up with their rude and unhelpful service. This was our first experience with Singapore Airlines and it will be the last time. It was impossible to contact them to discuss the matter further, even more difficult to submit a complaint! They were also very rude to the travel agent at Flight Centre. They don’t even deserve one star.
steve I
1.0
Usually, first-rate service but a few issues this time around I’m usually very happy with SQ economy class level and avoid charging business as my wife travels on business with me and want to keep costs down. However, our return fight from HK yesterday was disappointing.SQ 891 1) the Check in was horrible. There was a tour group 60+ that arrived ahead of us ( although we arrived 2 hours early ) The ” internet check-in counter nor the business section counter were dealing with the overflow instead sat there doing nothing with no one using the counter. I mean no one checked business class while we waited for 30 minutes to clear the Economy backlog. . The food was horrible on the flight. My wife’s rice was cold and hard. My burger was cold and tasteless and the bun was as hard and cold as an ice hockey puck, Very surprised as I ‘m normally very very happy with SQ but will consider using different Star Alliance in the future
Gustiningsih Antono
5.0
I am a Gold member of Krisflyer.
I flew from Los Angeles to Jakarta on 9 January 2018 by SQ 11. When I dropped my luggages, the guy who incharged at that time did not put Priority tags on my four luggages.
It caused me waiting for my luggages at Jakarta Airport for 40 minutes. I am very disappointed with the careless service.
Jumana
1.0
My grand mother was flying alone with wheel chair facility. Her lagguage didnt arrive with her and was delayed bu two days. Later when the authorities delivered the lagguage at home her valuables were missing. The purse that contained goldjwellery was empty. I have been trying to contact the officers but rarely somebody answers the call. Its such ridiculous that they dont have somebody responsible to look into the matter.
Mel Harker
5.0
This is the first time my wife and I flew Singapore Airlines and as far as my wife is concerned it will be the last.
We had a great flight from Sydney to Singapore 19 Dec 17 on the new A380.
However Singapore to London was a different story we departed Singapore on 21 Dec 17 on arrival at Changi we booked in and the attendant did not even tell us where the “gold lounge” was even though on our documentation it clearly showed we were partner gold. I asked directions and we followed them and could not find the lounge, so we gave up.
On arrival at the departure gate I went to ground staff and told them my wife had 2 prosthetic knees and could she please board the aircraft before other passengers to which we were directed where to sit and the lady instructed a porter who was pushing a lady in a wheel chair when he was taking the lady on board to collect us and take us with him. The man took the lady on board and left us behind consequently we had to board with everyone else which proved to be difficult.
After departure we were approached by a member of the flight crew who asked if all was good and so we told her the problem we experienced and we expressed our disappointment of having paid for premium economy and the level of service was well below standard.
We have flown premium economy with Virgin Australia to the USA and I think Singapore could take a leaf out of their book and they are far superior to Singapore.
We hope we get better service on our return flights to Sydney on 23 January 2018.
Peter G Crellin
5.0
I was a business class passenger on flight SQ 810 from Manchester to Singapore on Monday 4 December 2017 at 1100 which was cancelled after four hours on the tarmac due to hydraulic problems.
We were then bused to Heathrow for the 2300 flight which meant I missed a full day of meetings in Singapore.
I believe I am entitled to compensation under EU legislation but my efforts to contact Singapore Airlines on their website have failed since the sit refuses to accept my message.
Alice Teoh
5.0
Deeply disappointed with Singapore Airlines! Cancelled our flight ticket without official inform or any of email!
We all know that some banks’ credit card can use the point to redeem for airlines miles. And can also redeem the points to any of family members as Long they have airlines members too. So I redeemed my credit card points to my husband krisfkyer account so that he can redeem flight ticket too. But I never seen any distriction on their terms & conditions. So my husband made 2 bookings (6GVYDT & 6P6W9C) on Mac’17 for my son from Singapore to San Frans on 11th Dec, & return from LAX to Sin on 25th Dec. Suddenly we got their email on September 17 said name mismatched & wanted me to submit required document. I submitted immediately. Then on November we tried to book two air ticket for my daughter but failed, they said my husband account under audit. They also said we breached of Krisflyer contract that pooling miles from other members! It’s ridiculous as in their system totally not allowed to pull miles from anyone to 3rd party account. So I leave it for audit. On 8th Dec I tried to do web check for the above 2 booking but it’s missing & found out they cancelled the above 2 bookings & returned point to my husband’s account. But only refund 1 ticket payment. They totally no official email or call to inform us for the cancellation. Luckily I tried do web check in or else I totally didn’t know it’s was cancelled. Now I have another 60 hours plus to fly & found out this bad news, what should I do or any legal action can be taken? My main question is WHY THEY CAN SIMPLY EASILY CANCELLED OUR AIR TICKET WITHOUT ANY OF NOTICE AND INFORM OR EMAIL TOO!
I’ve tried the best & found another ticket to SFO but for return still under searching. So this is truly disappointed and disaster which has spoiled and ruined our family trip to US to attend my daughter’s graduation. Our domestic flight & hotel all booked! Truly sad & mad & worrying right now! The worst is the ticket is triple higher than the time I booked on March 2017!!!
Eve
2.0
I have always loved travelling with Singapore Airlines and always recommended it to anyone.
We decided to use our Krisflyer miles to upgrade our flights from premium economy to business class flights. However, I never expected that because I have an infant, that an infant ticket would complicate matters. I wanted to change my flight from Dec 7 to 5th as my uncle was recently hospitalised and is ailing. The first person who answered my call at Krisflyer ( Shazana) . Her initial attitude was poor, and sounded incompetent. Since then, I knew something was wrong- and I called everyday, because something was not right- and when I couldn’t check in online and it clearly said my daughter had no ticket on the app, the person on the other end said that all is fine to go.
We were meant to depart from Hobart. The check in counter typically opens 90 minutes before departure. And on DECEMBER 5, I spent 50 minutes on the phone with the SIA staff as I could not check me and my daughter in due to a ticketing error that she refused to rectify . I had to escalate the issue on Facebook to have the matter efficiently resolved- and it was done in 5 minutes. Why the difference? I was left with 5 minutes to go to security gate and board the plane, with an infant.
I called 7 days in a row to check on the tickets. I was told it was fine but it was not. Why is it that I, as a customer could identify an issue but you can’t ? You created a lot of unnecessary stress for me.
I want a full explanation and you know what, throughout all this, the most helpful was the ground staff in melbourne and virgin airlines In Hobart but otherwise, this has really created a lot anxiety. And I have not had a single formal apology from you. I will escalate this matter until I get an apology as I wasted so many phone calls over 7 days, nervous breakdown in the airport , my baby girl was cranky by the end of it. this experience will be shared on some paper if I do not get a response from you.
Nevertheless , the flight experience is wonderful and probably made me feel better and more relaxed but, when I book my tickets with SIA, I’ll probably think twice whether it’s worth the stress
Maria D
1.0
Flight Singapore-Manila delayed due *technical error*, no effort made to get us on destination in time, they just expect us to be ok with 1hr delay (30% of total flight time extra) because they don’t maintain planes in time. Bad customer experience to push their problems to their customers instead of doing all to get us on time to the destination. Too bad they have monopoly on the market.
Karl
5.0
Incurred a burn in their business class lounge in London Heathrow from their soup utensil as it was near empty. Response from staff was poor and I left the lounge to buy burn cream from the Chemist in the terminal.
imelda pepper
5.0
Singapore Airlines, you have the worst customer service in the world and should feel ashamed that a world class carrier has the world’s worst customer service. i flew out to London from Singapore on business class, my ticket was from Singapore to Dublin which was later changed to London. The lady who chanaged told me that i would receive a refund within 3 weeks. After 6 weeks, i emailed you but there was no reply. i made an international call lasting for 15 mins of which your agents kept rebutting me and putting me on hold. Finally i was told that they would give me a callback, i waited and it didnt happen, i called them and the call lasted for at least 50 mins of which Misbor (customer agent)put me on hold for 3/4 of the time. I am super furious, i have spent over 2 hundred euro calling your incompetent customer service and everytime they keep putting me on hold till i hung up. Do you really think its funny? Each time your agents tell me we need to speak to revelent dept, why dont they just transfer my call? Each time she comes back to the phone and when you ask her something, she puts you on waiting for another 5-10 mins. Until finally she told me my refund had been refunded and when i ask her whether can she email me so that i can check with the bank, she put me on hold for 25 mins. i hung up, of course the email didnt come through, the call didnt come through, my refund didnt come through. SIA should really take a look at its customer service, if it even has any.
Jacqueline Choi
4.0
I have always love flying with SIA and I have the highest praise for their in-flight service, but this time around I decided to check my laptop in with my other check baggage and I come home to find the screen smashed terribly and unable to be used because it is a touchscreen. Because it is so smashed, the screen thinks ithat is constantly being touched, so I can’t even sign into my profile on my laptop. I hope for a swift resolve and am grateful that I bought travel insurance.
ANTHONYMENDES
5.0
ATTENTION CUSTOMER SERVICE
Our original scheduled departure date from Brisbane to Mumbai, SQ266 departing Brisbane on Thursday 21 December 2017 at 18:10, SQ426 arriving Mumbai on Friday 22nd December 2017 at 05:25.
However Singapore Airlines have since made changes to our above schedules, SQ256 now departing from Brisbane on Thursday 21st December 2017 at 09:10, SQ424 arriving Mumbai on Thursday 21st December 2017 at 21.45.
This has resulted in us having to stay overnight at a hotel in Mumbai, as our local connecting flight from Mumbai to Goa departs on the Friday 22nd December at 11:35, this has already been previously explained in our previous emails.
Please note that we booked and paid for all our Singapore Airline flights in February 2017, and soon after booked and paid for all local connecting flights Mumbai to Goa/Return including hotel accommodation for Goa commences from the 22nd December 2017.
Singapore Airlines only notified us of our ticket including flight changes seven moths later on the 11th September 2017, and we have tried very hard to work with SIA to resolve this problem that they have caused to us.
We are therefore seeking compensation for our overnight stay at a hotel/transfers in Mumbai on the 21st December 2017.
All of this inconvenience to ourselves has been caused by Singapore Airlines making the changes to our original schedules and leaving us no alternative but to forcibly work with SIA to help resolve the problem they created in the first place.
Please confirm by email that this communication has been received and the appropriate action taken to resolve this very stressful issue.
Please do not hesitate to contact us via email if you have any questions.
Regards
Amit Chakraborty
5.0
I had booked flight SQ517 to Singapore on 4th october for travel date of 4th with booking Reference No KYFBKT, electronic ticket No 6182420555047 for myself and a friend of mine. The supervisor at Kolkata airport refused to let me board the flight due to no return ticket from Singapore and gave me no option to book ticket at the spot paying in cash / card. I could have booked instantly and travelled today but staff Rocky Gupta never gave me the chance to travel. He simply cancelled the reservation. My flight bookings are done by my finance manager and I was supposed to return on Sunday. I left my office taking the onward journey ticket and was sure that my manager had booked the return ticket for Sunday.
I travel very frequently via Singapore airlines and always had a great experience but never like this. The two guys who were very rude and showed great power are Daniel Gomes and Rocky Gupta, especially Rocky Gupta who seemed to be on power run and behaved very arrogantly. We were there for almost 1 hour and never did he give the option of booking a return flight on spot and try to allow me on the flight. He simply cancelled the reservation and tore the ticket.
Also Rocky Gupta clearly stated that I may or may not be refunded
I will never travel with Singapore airlines and also let everyone I know not to travel with Singapore Airlines
Stephen Koh
5.0
The previous post had an incorrect date of 19th Feb 2017 instead of 19/9/2017.
The following is an email I sent to au_reservations@singaporeair,com,au last Tuesday 19th September 2017::
This is to inform you that Veronica Lim broke her leg in mid June and was hospitalised for almost two weeks at Bankstown Hospital in Sydney. Upon discharge, she was confined to the use of a wheelchair and crutches for mobility. Because of this, she was unable to travel on the 21/7/2017.
My sister contacted your office and managed to have the ticket validity extended for travel before 16/3/2018. She was told the only extra charges payable was if the fare on the new travel date is higher than what she was charged for originally.
This morning, I booked online a return flight to Singapore REF: WA512F and spoke to your staff that I will hit the ‘confirm payment’ button only if Veronica Lim can also be on the same flight. This is because she is more than 80 years old and the purpose of my booking the flight was to accompany and look after her. Your staff initially wanted to charge me for Veronica’s changes an extra $251.28, then reduced to $106.28. However I told him I should only be paying any fare difference and not other surcharges. He then told me to send this email with attached medical certificate and if approved, the charge would be $6.28 which I am happy with. He has reserved the booking with REF: W88QCU pending approval from your end. I was told to contact him tomorrow morning.
Your assistance in this matter will be greatly appreciated.
The following day, I rang Singapore Airlines and of course, it was answered by a call centre staff in Cebu, Phillippines. I was then told that I had to submit a medical certificate for Veronica. I duly did that and emailed a copy of the medical certificate, I later rang to confirm that it was received. I was told again to wait for between 48-72 hours before I can get an answer.
After nearly 72 hours, I rang SIA again. This time the call centre staff said she did nor receive the medical certificate. I told her to please check again and finally she said the MC had come through,
However she said that she was unable to help me with any fee waivers and that the MC did not specifiy her illness. It only had the dates of when she was hospitalised (14/6/2017-23/6/20017) and stated that she was unfit for usual activities until 31/7/1 7. I said to her that Veronica had broken her leg and it really is irrelevant whether she had cancer or was being treated for any other illnesses as the MC was provided by the NSW state government hospital and signed by the relevant doctor, After a lot to to-ing and fro-ing with no satisfactory outcome, I asked to speak to a supervisor or manager.
I was then put through to a supervisor named Sheila who was most unhelpful. She said I had to pay the full extra charges of $251.28. I said that was not correct but she refused to budge saying that when the ticket was booked on 16/3/2017, it had to be used within 3 months or extra charges apply. I said to her that the original date for Veronica’s travel was 21/7/2017. I pointed out that 21/7/2017 is more than 3 months from 16/3/2017. She then said she made a mistake. She said the fare difference on Veronica’s new travel with a reference W88QCU was higher than what was originally paid which was $646.44. She claimed the difference was more than $100 and I asked her to point to me on the SIA’s website where it says the fare difference is more than $100. I told her the return fare on that day was $652.72 and I would only pay this difference.
Again, Sheila refused to accept my explanation. I finally told her to go back and listen to all previous conversations especially the first conversation I had with Cliff who was most helpful. This first conversation was when Cliff informed me to submit the MC and when they verified the MC, I only had to pay $6.28.
I was told by Sheila to wait for a call on Monday 1/10/2017 for the final decision.
Lorraine McGarrie
5.0
Hi. I have just flown from Heathrow to singapore on the 5th August 2017, as I am Lactose free my special meal came out. Upon opening the lid it smelt very bad..I didnt eat any, so I tried the dressing and salad..1 mouthful and it was off. The roll was also very stale. I ate the top part, wish I hadnt..Complained to Hostess..After about 45 minutes I felt unwell, whilst waiting outside toilets I fainted. Remember waking up on floor to several hostess around me. I laid there for about hour feeling very sick and disorientated. They were very good and looked after me. Went back to my seat and slept for over 8 hours (which is very unusal for me). Put report into hostess onboard and they said I will be contacted by Singapore Airlines. Its now been 1 week, I went to doctors today to seek a checkup. We believe the food was from old stock and somehow had been served up. I would like to know what you can do about my situation..This experience has made me very wary about flying especially with Singapore Airlines again..My husband refused any meals after this as he too was unsure of the food..awaiting your reply..
Derek Lit
5.0
W46PUX
I was utterly disappointed in the way SIA chose to give us no compensation for changing morning flight to an evening flight.
All our plans were cancelled because we have booked for a trekking and if we are to take the new flight, we would have missed the rest of the group who are departing for the trekking site.
We suffered loss in money. Instead of compensating us, SIA can only cancel our flight and refund full cost to us.
This is totally unaccepted in my opinion but we have to take this opinion because we cannot take the new flight time because our trekking group would have been gone by the time we arrived.
Honestly we are saddened by the way SIA treated us.
Mitch C
1.0
We booked a flight with Singapore Airlines as the main carrier from Athens
to Auckland – via Frankfurt and Singapore. With Aegean and Air NZ later taking on legs of the journey.
Singapore baggage policy is that bicycles can be included within checked in baggage at no extra charge. This was the reason we chose this flight.
Star Alliance policy is that the main carriers baggage policy applies
throughout. For our first flight on Aegean, we should have been able to
apply the Singapore baggage terms.
Athens Aegean staff ignored this policy and insisted that their policy took
precedence as we were flying with them first. They would not read, or
reference the relevant policies when shown (incredibly arrogant and
ignorant). We were charged 55 euros by Aegean.
Once in Singapore, we saw a Singapore Airlines helpdesk who both helped us and informed us that we were entitled to a full refund as per the terms and conditions.
However, once we emailed Singapore for said refund, they shirked. They said we had to pursue with Aegean, wh
Aegean are charging baggage without a fee applying. Our contract is with Singapore, so they are also at fault for their non-assistance in the matter.o also shirked. Both Companies are under the Star Alliance umbrella, but do not adhere to the respective policies.
Ashish Sarin
5.0
Dear sir/madam,
I am travelling New Delhi to Singapore by your flight no SQ 403 on 5th March 2017 and returning by your flight no SQ 406 on 8th March 2017. I am seated in the business class.
I would like to point out that the seat allotted to me 24F on the Delhi was torn under the screen and was a big eye sore. There was no alternate window seat available and I can’t sit on the middle seats being claustrophobic.
I have paid a lot of money for this ticket under the presumption of the best quality and experience that Singapore Airlines is famous for.
Certainly not expected of an airline of this caliber.
Koh Lay Kuan
5.0
Flight SQ225 from Singapore to Perth 29th Jan 2017 missing luggage
Singapore Airlines refused to take responsibility and accountability and was unresponsive and disrespectful.
• Arrived Perth 30th Jan 2017 with 1 luggage missing
• Lodge report ref. PER SQ33129
• Made multiple follow up calls
• Wrong luggage delivered to King Perth hotel 31st Jan
• Dnata conveniently closed case
• Only upon our insistence, new case open ref. PER SQ33146
• Again made multiple follow up calls but luggage still cannot be located
• 1st Feb, Dnata staff lied that my luggage arrived Perth and will be delivered next day in exchange of the worng luggage
• 2nd Feb, personally visit SIA and Dnata office at Perth airport
• Again SIA staff refused to accept responsibility until we demand for an answer
• Possible match found in Singapore airport
• As I do not trust the competency of your staff, I ask to check it out myself when I arrived Singapore
• Arrived Singapore airport 3rd Feb and straight check out luggage
• Luggage has been sitting in Singapore airport ALL this time and no one is aware !!! and we were searching frantically in Perth
SIA wake up ! And do your due responsibility to your passengers
SIA push their responsibility to their passengers
SIA does not deserve any award or recognition
Hello World – DO NOT TRAVEL WITH SIA
We suffered so much stress, anguish & anxiety turning our family trip into nightmare
We arrived and depart Perth without my luggage
Jackie
5.0
Yesterday my husband and I converted our virgin points over to krisflyer miles to book an airfare with Singapore. The change over is meant to be instant but this did not occur. We now have 0 velocity points and 0 krisflyer points.
We spoke to Singapore straight away and were advised it can take up to 24 hours to reach the krisflyer account. It has now been longer than this and still no points.
Multiple calls have been made to Singapore airlines this week. Each time a different response is given. We have also sent a screenshot of the transfer from virgin to prove the points were transferred. Apparently the ‘technical team’ is investigating.
We need to book flights which are quickly booking out (had to change flight plans 3 times now while awaiting resolution) and flights will book put. We expect to be compensated for lost flights with additional points to allow the booking of higher cost flights at no financial detriment to us.
We have now been waiting 5 days for a response from the airline which is not acceptable for a company with supposed impeccable customer service.
L Marshall
5.0
Purchased Premium economy seats for our Golden wedding, downgraded to economy as we
were boarding, planned so long ago, so disappointed.
Thai Huynh-Ba
2.0
My co-worker and I bought 2 tickets going from Shanghai PVG to Singapore on November-01-2016 and return from Singapore to Shanghai on November-06.
We made a mistake on our booking for the return flight on Nov-06 SQ-826 (depart Singapore at 01:15) and we thought it was 1:15pm.
We would like to change our flight to a much later flight on Nov-06-2016. We understand that there will be a small change fee and we are ok.
This is just an honest mistake.
We have call your company number: 1-800-742-3333 and would like to ask for help to change to a later flight on nov-2016. There were 3 calls made and no success of resolution and the process is too complicated. All we wanted to do is to change our flight to SQ-830 to SQ-836 from Singapore to PVG.
Keshav
1.0
I wanted to take a moment and write this email highlighting my concern as there was no help provided by Singapore Airlines customer service team. I am sorry to say that being a Singapore Airlines customer for a very long time, I am extremely dissatisfied with Singapore Airlines as my experience has this time has been pathetic and disgusting.
I had made a reservation for my parents Prakash Rao & Lakshmi for CCU-SFO-CCU Sector and the PNR# is 3UJ6LY. Since last 2 weeks, I have spoken with multiple agents from Singapore Airlines Customer Service to get the issues resolved and every time I get a different story. The very first agent who spoke with me mentioned that I will have to just pay $50 per passenger for date change, thereafter every other agent who comes on the phone gives a different answer.
My parents initial scheduled departure from SFO-CCU was on 11/29 via Singapore and without even taking my permission I have received an email from your Kolkata Airport Office on 06/16 stating that it has been changed to 11/30 which is not the right approach.
My parents want to make a layover in Singapore for 1 month and than fly from SIN-CCU on 12/30. I spoke with many customer service agents and have come to know that its not possible and I will have to pay in excess of $800 to change the flight from SIN-CCU sector. I have traveled through other airlines globally and every airline permits one date change with a minimum surcharge.
6 months ago before making the reservation, I asked your associate that will date change be permitted to which I got a response that yes that is a possibility provided the same class is available. My understanding is to change the date max $50 per passenger should be charged and any differential fare if same class is not available.
This morning I spoke with Dipanjana Chakraborty from Kolkata Reservation office and wasted about 20 minutes explaining the situation. She did mentioned that I will have to pay the penalty charges of $800 to make a date change which is absolutely ridiculous. I asked her a simple question Without my prior approval how did you change my parents flight from 11/29 to 11/30, likewise I should be compensated by Singapore Airlines. She immediately disconnected the call and didn’t even bother to return my call.
I am ready to pay reasonable fare for data change however I am surprised that your customer service agent is asking me to pay $800 for 2 passenges for date change which is more than the fare for SIN-CCU sector and which does not make any sense. I demand an explanation on this.
I hope to get some response, from your team who will step up to take the ownership of the situation and deal with customer concerns in a much better way.
I have been in the customer service industry for last 20 years and I can say:
“A satisfied customer will share his experience with 10 different people, however a dissatisfied customer will share his experience with 100 different people.”
anonymous
5.0
It is time for you to check your website for the many features and loopholes. It is terrible! – esp the security code. It doesnt work and sometimes gets stuck.
seth
1.0
We booked a return flight to Penang via Singapore Airlines. On the airbus A380 we had seat up stairs. On the return flight to Heathrow you put us on a 777 airplane that very noisy. The toilet was closed and a very uncomfortable flight. When we booked this holiday i was told it would be an airbus that brought us back only to find that you put on a 777 which was not that good. Poor flight closed toilet plus very noisy. Booking ref 8kibtr.
Ng Kah
5.0
My name is Ng Kah, Krisflyer no 8932344484. I was taking SQ 833 yesterday from Shanghai Pudong to Singapore. When I arrived at airport I was told that the flight was delayed till 8.35 pm and as a krisflyer god member, I went to the lounge to rest. Around 8 pm, I sense something is wrong as it was not announcement of boarding. I went to D71 counter to make an enquiry and was told that the plane is diverted to Hong Kong airport. By then I was in panic, and it is too late for me to change to early flight as the 7 pm has left and the midnight flight is full. Also, I was informed that SQ833 should be arriving soon and it should be able to arrive to Singapore early than the midnight flight. Hence, I went back to the lounge and wait till 1 pm and then I board the plane. But, it only takes off at 2.30 am. As a result, I was late for the today 8 am meeting in Singapore.
I am a krisflyer gold member since 2010, for this incident there is no attempt to inform me the actual situation and I missed the chance to change to an early flight. Also, the announcement of flight changed to 8.35 pm is a totally wrong and missed informed information to the passenger. At the end, I was totally late for my 8 am meeting today. And this is the main reason for me to rush back to Singapore.
I was very upset because first there is no attempt to inform me the actual situation, and second provide misleading information. At the end, there is not even any form of help but just tell me to wait for boarding at 1 am. The only answer I get is that “I am sorry that you might be late or miss your 8 am meeting as it is due to weather and there is nothing much we can do about it.”
I did not know when SIA service dropped in standard. AS krisflyer gold member, I am sure there are many ways you can reach me via email, sms, etc. But no notification and totally no customer oriented services.
I could not believe that SIA standard has dropped to this level. What I can say is that I am very disappointed with SIA service.
chung wang
5.0
On the 23rd June i was to return to KL from Changi Airport on flight SQ116 time of flight 16.45. I checked in with my wife early and the guy who helped us in was very helpful. On our boarding pass it was stated clearly that our boarding gate was at F34.
After waiting at gate F34 until almost boarding time we were told by third party (security man manning the scanning machine) that our flight has been changed to F54. We rushed over there unfortunately the plane took off without us. We were asked to enquire at transfer F. We went there and talk to a lady at the counter and the followings were exchanged:
me: how come your plane just changed boarding gate without us?
she: you check in too early so your gate was at F34
me: since you know i am at F34 why cant SIA sent somebody to inform us?
she: but we have already made an annoucement
me: you may have made an announcement but whether i hear it or not is another matter
she: you should every half hourly go to the information screen to check on your flight
me: is there anything stated in my contract with SIA that i have to check on the flight status personally after a boarding pass has been issued to me ?
she: how come we have no problem with the other passengers except you ?
me: is she implying that i am not smart enough?
Notice that from the beginning until i was given a replacement ticket (me and wife) on flight SQ118 time 18.45 there was not a word of apology.
1. all this while everybody is saying that SIA is the best..but its a NO NO to me..
2. by giving me a replacement ticket without charging me does not compensate for the physical and mental anguish i have to suffer
3. your counter staff at Transfer F sucks…
Daryani
5.0
I travelled from Jakarta to Singapore on SQ 953 on 11 June 2016 on business class. My ticket number is 618241392559801 ( SQ KFLY 8234675668 )
Upon check in I was NOT very warmly greeted by your check-in staff.
I had checked-in baggage of 42.50 Kilos, and for an excess of 2.50 Kgs only I was asked if I could take out the excess baggage and carry it in my hand baggage or pay an excess baggage charge for 2.50 Kgs
I regularly travel the world over ( generally in business class ) and in my entire life I have never been hassled over 2.50 Kgs when travelling ( even when I travel occasionally on Economy class )
Eventually after speaking at length to your supervisor he very reluctantly agreed to waive the excess baggage charge and allowed me to check in the full 42.50 Kgs.
I read a lot about how good SQ is and how pleasant it is to fly SQ because your staff are allegedly very cooperative, friendly and efficient and supposedly go out of their way in making sure that their customers are fully satisfied.
All I can say is that I am very disappointed with SQ and have definitely not had a pleasurable travel experience at all and all because of an excess of 2.50 Kgs.
You can be sure that this humiliating experience will definitely detract me from flying on SQ again.
Pankaj Sharma
5.0
I travelled from New Delhi to Melbourne (New Delhi to Singapore – SQ403 and Singapore to Melbourne-SQ207). I boarded from New Delhi on 21.04.2016. I was accompanied by my wife Mrs. Sharma and my 3 yrs aged grand son. The tickets were booked well in advance and request for vegetarian meals was given at the time of booking the tickets. The tickets were booked through M/s Carnation travels, Lajpat Nagar, New Delhi. Unfortunately during the travel from Singapore to Melbourne we were told that vegetarian food was not available although it was served to some other passenger. In the name of child food my grand son was offered chicken biryani which was highly ridiculous. When I enquired the staff on board informed that there was no request for vegetarian food from us. Such an explanation was beyond understanding as we were served vegetarian food in the flight from New Delhi to Singapore. This is highly objectionable and requires investigation at your end. I am having the return booking for New Delhi with my wife on 15th of October 2016 by SQ 208-SQ402.
Laksminarayan
5.0
I travelled from Singapore to Chennai on 22nd may by flight MI436. The meal we had requested was Indian vegetarian. But what we were offered was vegetarian meal that comprised of egg. But in your website it clearly states that Indian vegetarian meal (AVML) does not comprise of seafood, egg or meat. Also the airhostess who was attending us was very rude, arguing that we should have requested for “JAIN MEAL/STRICTLY VEGETARIAN MEAL”. But AVML does not consist of egg, so how were we offered with this? Kindly look into this matter so that we dont face this issue in the future. While we book tickets,we dont come across any option that states “STRICTLY VEGETARIAN”. Also we are okay with dairy products, onion, garlic,so it is not a necessity for us to choose jain meal. It is just that we do not want egg, meat, seafood in our INDIAN VEGETARIAN MEAL(AVML).
Goh Yong
5.0
Date of Flight : 14-May 2016
Flight No. : SQ831 From Shanghai to Singapore
It was my return flight from Shanghai to Singapore on above mentioned date & flight that due to departure at 14:30hr but the flight was delayed without any information on when we can depart. The crew that was handling the delay was unable to manage this and deal with the situation in professional manner.
1. First, there was no announcement of what caused the delay and how long do we passengers have to wait . The ground crew mentioned that they have informed their superior and was waiting for next instruction.
2. Upon further Interrogation about 17:00hr, the crew informed that the flight is cancelled but did not mention what was the arrangement for the passengers and await for further instruction.
3. The announcement was very bad, there was no speaker system for the announcement and passengers behind hardly heard what operator was speaking. The announcement was delivered in Mandarin which we were unable to understand.
4. There were subsequent flights but there wasn’t arrangement to allocate passengers to the next flight until some passengers requested but the arrangement was messy.
5. Passengers with connecting flights was also not provided with the support and proper guide on how to arrange their connecting flight.
6. We were not provided any refreshment or meal after 3 hours of delayed until some passengers highlighted.
These are some of the issues that I seriously think that it should not happen in Singapore Airline that was highly rated as world class airline. Throughout the incident, I did not see any Manager/Officer in-charge taking control of the situation and it was left with a ground crew to face the angry crowd of passengers.
I was truly disappointed with Singapore Airlines handling this incident and sad to say that the crew were not trained and prepared to deal with such incident. And I sincerely think the management should look into the SOP of handling such cases and ensure the right person is deployed to prevent such incident from re-occurrence.
Daniel
3.0
There was a time when I enjoyed Singapore Airlines. Now I should say I am not happy with not just the service, but also the fare. They got to improve the service, the food and the whole attitude of the staff.
Dear Sir/Madam,
My wife booked a ticket for me and herself online. She filled online form and used my surname in as a Sangwan by mistake
I have request to Singapore Airlines to remove my surname from my ticket and they asked me to contact with third party agent.
I contedt to online agent name is Aunt Betty (never heard about before)
They want to reissue our tickets and want to charge current price again. I requested to remove my name only but agent says no there is a policy that singapoer airline will resissue the ticket again. But why they can’t remove my surname from my ticket for genuine reason and why they want to reissue my wife’s ticket too?
Please help me with this matter
Me and my wife goint to meet our 7 years child after 4 years.
We don’t want to miss this this flight.
Thanks
Gurmeet Singh
Hi Team
I travelled via Singapore Airlines from India-Singapore-Melbourne on 11th/12th November. When I received my luggage one suitcase was badly damaged, wheels broken and corner was smashed.
Can you please guide me the correct email address so I can send my information and pictures of damage ASAP.
Thanks
Vik
Singapore Airlines left my luggage in Rome International airport last September 30,2018. I stayed in the Philippines from October 1-7,2018. During my could-have-been holiday in the Philippines, Singapore airlines weren’t able to return my luggage. They weren’t aware of what happened to my luggage. I have done my part in reporting that my luggage was lost but they did not act accordingly because my luggage was forcibly opened in Rome International airport. I chased and chased Singapore airlines’ offices for my luggage but nobody helped. I left the Philippines without my luggage. On my departure from the Philippines, I was approached by an airline staff and bribed with money for my lost luggage, which I did not accept. I returned to Melbourne, Australia and kept chasing Singapore airlines to look for my luggage. Two days after I returned to Australia, I received my luggage, unlocked, forcibly opened, wrecked with personal items and souvenirs from my Europe holiday lost. Again, I reported this to Singapore Airlines and was told that that can’t do anything about it anymore. The stress and trauma you caused me is immeasurable. You tire out complaining customers in the hope that they will stop. You won’t even admit your fault and take responsibility of your mistakes. Disgusting for an airline company who boasts world-class service and quality.
On 25 Sep, i.e. day before yesterday, I booked 3 Sydney Delhi return tickets, for travel in Feb 2019 via BYOjet. Yesterday, when I read the email they sent me, it showed a return date of 15 March instead of 15 Feb. I straight away rang and requested a change of date (within 15 hours of booking). They asked me for AU$ 500 ($260 Airline fee + $140 BYOjet fee + $100 fare difference) per person for change of date, while I am getting a whole new return ticket for the same dates, for AU$ 750pp. The change of date charges seem outrageous.
When I requested cancellation of tickets, so I could buy from someone else, they said the tickets are non refundable, so the same charges would apply. They also refused to show me their IT log where I keyed in the dates of travel, claiming it is confidential. It seems preposterous that my own record is considered confidential. And if I have indeed made the error of writing the wrong date, I’m willing to pay the fare difference (if applicable). It’s not as if I’ve changed my mind, I am asking for a change of date as soon as I’ve got the email showing the incorrect return date.
I am totally disappointed with the lack of concern shown by BYOjet towards their customers. They are even spoiling the reputation of Singapore Airlines. I request you to step in and help me either in getting a refund or in getting the return date changed without the outrageous charges. They are cheating customers, I have now read several negative reveiws on various websites, including facebook from disgruntled customers who have been cheated by them.
Kindly help.
Thanks in anticipation.
I was scheduled to fly to HK last night with my husband and 4 year old son.
We were at the check in counter at 5:55 PM, At the time of check in, I was asked to show my pre-arrival registration to HK. As per the pre-arrival my name is Ratna and surname is Shankar (all my official records reflect the same). However my passport has given name as Ratna Shankar and the surname is (Blank). This passport was issued in HK and we were HK residents (even my HKID reflects Ratna as given name and shankar as surname). When we do the pre-arrival form completion, I had left the surname blank and filled given name as Ratna Shankar. This was auto corrected by the system and automatically filled Shankar in the surname slot. I assumed this was a system requirement hence did not change it. Despite showing all my other IDs reflecting my name as Ratna the check in officer insisted on having the name exactly as per the passport.
I then proceeded in filing for another pre-arrival form. I had to do this through my phone as I was in the check in counter. I successfully managed to have the pre-arrival form with the notification slip no. However as my phone wasn’t connected to a printer and the window automatically closes after a few minutes, I took a screen shot of the notification slip. The image wasn’t very clear. However you could read the notification slip no. The check in officer helped print this and verified all the details. But suddenly changed her mind saying we need a clear image. We tried to login again with my passport details and we were re-directed to the confirmation page that reflected slip no. alongwith validity. The officer refused to let me board citing unclear image. The time was 7 PM by then. My 4 year old son by this time was extremely distressed and started to cry out due to hunger, fear, anxiety etc. By this time we were pleading to the officer to let us board since we had a stop over at Singapore, we were fairly confident that we could email HK Immigration and get the notification slip sent to us as we had the notification slip no. It was just a matter of sending us the copy. HK Immigration had closed by this time (closes at 11 PM HK). The officer refused to listen to us, citing they did not want to inconvenience us. We also suggested they check with HK airport, even if they had checked as per our request, we would have known of an option “view/print notification slip again”. Due to the immense pressure we were in, we couldn’t find this link earlier. Boarding was closing, hence my son and husband had to leave without me. I understand from my husband that my son is completely shaken from the entire experience. He has never once travelled without me.
I am now back home in Dubai, having found the link myself, with a printed copy in hand. I had also written to HK immigration who have also sent me the notification slip. If only the check in officer had listened to us, this entire debacle, stress could have been well avoided and I would have travelled with my family as per the plan. Not just that, this has also resulted in quite a bit of loss for us – spending on taxis unneceasrily to airport and home, pre-planned travel in HK costs. I would urge Singapore airlines to re-imburse me for all of this and put me on the earlier available flight to HK, upgrading me to Business class as I have now lost sleep last night thanks to Singapore airlines.
We are in the middle of a nightmare trying to get my ticket. My husband was sent his but mine is ‘on hold’. The reason? Still don’t understand what is going on. I booked over the phone and paid for two premium economy seats from London to Perth-Australia next March. The company then decided that it needed to issue our tickets separately due to me having Krisflyer points to redeem for a few pounds reduction on my ticket. They then tried to take out money for another ticket, while they have my money that pays for both tickets available to them from my card which says the full amount pending on my card, waiting for Singapore Airways to use it. Of course, there is not enough money available on my card now for them to take out for another fare and Barclay card stopped the extra payment for that reason. Thank goodness for that.
My husband and I have both been trying to find out what is going on with the Singapore agent (who, after several calls from him and getting nowhere, I asked to speak to a manager he told me he is the manager!) as we are tearing our hair out and I am feeling very stressed, having spent hours over three days trying to get this resolved and going round and round in circles. We keep repeating that they have all the money for both fares and they just need to action it; how did my husband’s ticket get paid for and not mine if they have not actioned the money that is sitting there from my Barclay card? What money did they use for that ticket? They have mentioned some technical hitch that is STILL not sorted it appears.
My husband has said that we want this sorted today and my ticket issued. The Singapore agent said he would speak to the finance department and get back to us. That was three hours ago and he has still not got back to us.
I have loved flying with Singapore Airlines in the past and always sung their praises to others BUT I am not going to go through this again with them. Next time, I will look for a reliable airline. I know things can go wrong but when they get it wrong, the customer should not be put through all this stress and time wasting trying to get the matter resolved. SO disappointed.
Subject: Ref: S-2018-08-1113058
I am writing with EXTREME DISAPPOINTMENT, DESPAIR AND DEJECTION at the customer service / after service being provided to us. Please refer to the case reference number provided as the subject line. Just to give you a background – this case was initially logged as a feedback on the 7th of August 2018 and was thereafter was forwarded onto the “Baggage Department in Kolkata”.
Please refer below to the original feedback/complaint that was submitted:
Point 1:
“This is with extreme disappointment and sadness, I wish to inform that my parents travelled from Melbourne to Kolkata (via Singapore) on Saturday, the 4th of August, 2018. To their astonishment, they found that one of their suit cases to be completely DAMAGED (one with a see through hole and other one shows that the cloth is ripped off, refer attachment) upon their arrival at Kolkata, India. They tried looking for staff for assistance at the destination airport but no one was eager to help out. They were eager to travel with Singapore Airlines this time around because they had heard good things about the airlines (warm reception and service). But this incident was a shock to them.
The details are as follows:
Melbourne to Sinagpore on SQ238.
Singpore to Kolkata on SQ516
Booking reference – TN65AL
Asset Tag no – 0618 157 664
Price of the damaged suitcase – $200 (AU$ approx)
Photos of damaged baggage / Letter of authorisation was
If this could be looked at urgently and a compensation could be initiated at an earliest, would be appreciated. “
Point 2:
Thereafter, we were contacted by Singapore Airlines (Staff named – Daniel Gomes) from Kolkata and asked about all the details which was provided to them with photos of damaged baggage (which was dated 12th of August) and we were told that they would need to do an assessment and they would get back to us within a week.
Point 3:
Upon contacting them back about the progress on the 15th of August, I spoke to a staff named Ayesha Sultan who was very arrogant and rude. I was told that Daniel was on leave and insisted as if my nuisances / issues which I raised was rubbish. I even wrote back to Daniel Gomes about her approach but disdain. I was actually flabbergasted to hear these unethical comments which was conveyed to me when I spoke to her. Quoting her words – “What has happened to your baggage – It happens”. This is surely something clients won’t expect when you consider SINGAPORE AIRLINES to be a premium airlines of stature and people pay thousands of dollars to avail it.
Point 4:
When I didn’t hear back from them even after 7 days (which was initially told to me) – I contacted Daniel Gomes back through an email yesterday, the 22nd of August 2018.
Then, I was replied back stating that “After careful consideration, we would have to respectfully decline any claim lodged in this regards and sincerely apologize for any inconvenience caused” and he send us protocols/ guidelines for damaged baggage (WHICH I AM ALREADY AWARE OF – AS I AM A LITERATE TO READ THROUGH THE SOCIAL MEDIA on the Internet). The guidelines included what it not covers:
• Cuts, scratches, scuffs, dents and marks that may occur despite careful handling – My baggage had a see-through hole and some part of it was ripped off.
• Damage to, or loss of, protruding parts of the baggage including, straps, pockets, pull handles, hanger hooks, wheels, external locks, security straps, zipper tabs or other parts attached to the baggage – No as such damage
• Unsuitably-packed luggage (e.g. over-packed) – It was 22-24 KGS and it was not over packed as the allowance was 30 kgs
• Baggage accepted under the conditions of the Limited Release tag – this includes items retrieved or confiscated by the airport authorities or security personnel -NA
Point 5:
Also, to mention during these conversations, an email was sent to Daniel Gomes and ccd to me (may be unknowingly from one of their bosses named David Tan YC – SM CCU) quoting “Please reject as due wear and tear and not a frequent flyer thanks”
This kind of behaviour is completely unacceptable and unethical. We, as a customer treat Singapore Airlines with repute and this is absolutely a shock to me. In future, I would need to think twice before I book my tickets through the airline. Hope you can understand my frustration in regard to what has happened. In the context, it is not about claiming a piece of baggage for a couple of hundred dollars but about ethics, which I feel is quite inappropriate.
I am currently waiting my luggage to arrive in my place as I didn’t get them when I arrive in Melbourne from overseas on this Monday night. I have told that I will get them in next day at my home in Tasmania from staff in Melbourne airport, however it’s been 4 days since and no one know where the luggage is. I have spoke to a staff and she has no idea where the luggage is. Are you guys seriously working properly and can’t give a proper information what customer wants to know especially this time when you made a mistake!! I have valuable stuff in my luggage and I can’t just ignore this issue like nothing happened if I don’t get my luggage back soon. Seriously people stay away from Singapore Airlines. There are many good options from other airlines.
I congratulate Singapore Airlines on its very recent Skytrax’s award for the world’s best first-class service which you were quick to notify me about. though, you claimed it to be an award for the world’s best airline. It’s not the world’s best airline from my reading nor through a recent trip in economy from Singapore to Sydney.
My flight with Singapore Airlines was anything but the world’s best. In fact, it was the worst flight I have ever had on any airline. I have, over many years, flown to many parts of the world with many different airlines. This was without a doubt my worst experience ever.
My unfortunate experience was on Sunday 15 July on an overnight flight from Singapore to Sydney, SQ231. For many many years I have flown with QANTAS and its one world affiliated airlines. On my most recent trip I was looking forward to experiencing Singapore Airlines through a code sharing arrangement with Virgin Australia. In hindsight it was a huge mistake.
My family and I – three of us – were allocated the last row just before the toilets in an A380 aircraft. The plane was full, and no consideration was given to our request of check in ground staff for two aisle seats plus one. My partner is very tall and is best accommodated in an aisle seat with maximum leg room, my 14 year-old daughter was happy to be next to one of us.
Within 30 minutes of take-off from Singapore I began to experience what was to be the most horribly uncomfortable and intolerable journey I’ve ever had on any airline. The leg room in my middle of three seats was so restricted that intense pain developed in my right leg. This was further compounded by the hard-numbing and unforgiving seat that required constant movement on my part to distribute pressure pain in my buttocks. My seating arrangement was further compromised by the seat in front of me that was fully reclined from just after take-off to just before landing in Sydney. The back of the seat in front of me came so much into my space that any use of the tray table required tricks of contortion. My use of the entertainment system was also severely compromised even if I had been an adequate distance from the screen. My remote would not release from its holder. It was broken.
My discomfort was so intense that I decided to alternate from standing up at the back of the plane and periodically resuming my seat. There was no respite to rest elsewhere from my allocated seat. This impacted seriously and continuously on my partner and my daughter. The situation was further challenged by the first meal service and the conga line of other passengers awaiting the toilet. I’m please to say that not one member of the cabin crew was bothered by me in any way, whether I was sitting or standing. I was completely ignored for the entire flight.
After the first meal service, the cabin lights were dimmed but a bright fluorescent light in the nearby galley blazed its bright penetrating light over drawn curtains into the back of the plane, making sleeping difficult for many. I searched through the meagre hospitality bag that had been provided at the start of the flight for eye shades. Alas no eye shades just very cheap socks and an equally cheap toothbrush and a few milligrams of paste. Only after tracking down a crew member mid-flight, was I able to get eye shades for me and my family. The torturous experience continued for the duration of the flight. The breakfast meal service was akin to the rest of the experience. It was inedible. There was no choice, the chicken noodles were not only cold, they had become an almost solid mass of starch. The fruit was so far from being ripe I’m sure the watermelon pieces could have done damage had they been flung at anyone or anything. Tea or coffee was on request, well repeated request. My experience was very memorable for all the wrong reasons.
On returning home I watched a TV special on the development of Singapore Airline’s new first-class service. The program reported more than $1 billion has been spend on its design, development, installation and staff training. What a shame the program producers didn’t take time to check out the lesser service classes on Singapore Airlines. I’m sure it would have been a different program. The time and effort shown in the program that engineers and quality assurance staff gave to overcoming a faulty bed clip in the new first-class service seriously irritated me given the extremely shoddy attention that seems to have been paid to the design, maintenance and staff training for those working in economy class on the A380.
It is with much regret that prior to my most recent trip I had already booked a further flight from Sydney to Paris for me and my family on Singapore Airlines this coming January. I’m now thinking what a dope I must be to try before you buy and put faith in a name brand. I dread to think what this long-haul flight will be like given my most recent experience with an airline that seems more concerned about its status than its honest and less affluent customers.
I have been a loyal customer for almost a decade. I choose to pay a premium for what I considered a superior service. Your marketing video promises an outstanding ‘personalised’ journey, where a flight with SIA will let the imagination fly. I can assure you that my recent experience with SIA could only have been considered satisfactory with even the wildest imagination.
Your customer service disappointed me, and continued to spiral me into disappointment at every step of my doubled in time journey.
I had already checked into my flight, before receiving a phone call that my flight had been changed from an SIA flight to a Qantas flight only one day before my flight departed. I was told that there was no other option available to me. My initial flight (SQ238) on 23 June at 09:35 from Melbourne to Singapore was changed into a Qantas airline (QF 035) at 11:55. I understand things change and this is forgivable, except this is not the service I except from the World’s Best Airline – 1. Overbooking paying customers, and 2. forcing loyal customers to fly on Qantas, a sub-par service, at such late notice.
This proceeded to cause chaos for me and leave me stranded in Singapore for 12 hours.
I had a connecting flight from Singapore to Penang booked, which initially included a 3 hour layover. However, due to the flight change from Melbourne to Singapore, I was only left with a 65 minute layover time.
I was concerned that this would be tight, so I called the Singapore Customer Service Centre to query if it was a reasonable layover time for my Singapore to Penang flight. I was assured by SIA staff that that the layover was perfectly normal and I would make my connecting flight. The following flight was (SQ 5308) at 19:00.
I live 90 mins drive from penang. I confirmed with my family the correct arrival time, so they could meet me at Penang airport that evening.
I felt incredible stress when the flight didn’t leave on time, as I thought about how I would make it on time to my connecting flight. As the Qantas flight was delayed I didn’t have enough time to get from terminal 1 to terminal 2. There was only 45 mins in between and the gate has already closed the moment I got down from the plane. I ran to the transfer gate and they told me that the next flight from Singapore to Penang would be the following day which is on 24th of June at 07:15 (MI 346). I was incredibly upset and stressed, again, when this happened, and I couldn’t believe it, that SIA would allow such one of its customers to even have to go through this poorly planned journey. To top this off, my family had already left home for Penang to fetch me from the airport.
As I was freaking out, I called my sister and she requested to speak directly to the SIA staff (named Alex), she was trying to discuss the best option available and express her disappointment in SIA, Alex told his colleague that “she was yelling” over the phone. A frantic customer concerned for her sister’s wellbeing is rational behaviour, and I don’t believe my sister was irrationally conversing with Alex. For a company which claims that “customers come first” and that the customers are foremost of your minds at all times” – I find this to be unquestionably false. Alex was completely unprofessional and I am appalled at the customer service we received from SIA.
I did not think that this experience could get ANY worse. Before being shuttled around Changi airport like I was on the amazing race, running around for an hour, passed between SIA staff and Qantas staff even though I was a paying SIA customer. An hour passed before I was provided accommodation for the night, while my parents arrived in Penang – and had to turnaround as i would not be arriving till the following morning.
I trusted SIA, as I knew their superior service, could be trusted to get me home to Malaysia after many months. I booked five months before my flight.
Your customer service failed to deliver: in Melbourne when you arranged for my flight to be changed with such a short layover, when you assured me irrationally that I would make my connecting flight, and finally when I arrived in Singapore, when you couldn’t even take responsibility for the debacle of a situation you had forced me into.
SIA has not lived up to its well-known standards, or my envisioned standards of its customer service. I was not treated with respect as a customer, and I was consistently let down at every leg of my trip.
This horrific experience has left me no choice but to fly with another airline on my next journey.
My journey with SIA caused me unnecessary stress, and inflicted unnecessary stress on my family as they had to drive to Penang twice in a 12 hour period to pick me up.
As an airline in pursuit of excellence, who considers its customers first: How will you compensate me for this fiasco of a journey?
I sincerely hope that no other customer has to go through an painfully enduring experience like I was forced to go through.
After travelling for many years on Singapore airlines and having seen your advertisements for Premium Economy, my husband and I decided to try it on our next flight from Sydney to Singapore. What a bitter disappointment it turned our to be. The seat pictured shows the extended footrest and calf support. As I looked around the cabin i could not see anyone who had been able to achieve this – most giving up entirely and others with just the calf support extended in a truly uncomfortable position. When I asked a member of the cabin crew he had no idea, eventually working out that the passenger had to stand up to make this work. Surely it would be kind to show this to passengers at the outset.
One of your selling points of premium economy is the complementary french champagne show in your advertisement poured into a glass champagne flute with the bottle in a wine bucket behind……on board it is poured into a small plastic cup and not replenished.
Another of your premium economy inclusions is a wider selection of meals through “book the chef’. Although not available on all flights I went on line to confirm it was offered on my flight but could only be booked 24 hrs before departure. When I went back on line 24hrs before departure I was informed that it had closed. On board we were offered no special meal selection, and as we had friends travelling in economy class on the same flight were able to confirm that the meals offered were exactly the same. And very disappointing at that.
The whole experience left us angry and disappointed.
Your advertising for premium economy is misleading at best and blatant deception at worst.
We paid an extra $1753.00 (the difference between economy and premium economy for the two of us on this leg) and seek to be reimbursed this amount of money.
Our flight SQ981 on Friday 27 Apr at 21.00 from Thailand to Singapore was delayed by 45 minutes and we very worried about this because we had to catch the connecting flight to Japan so we kept asking the ground staffs, flight attendants but they said don’t worry both flights were operated by the same airline BUT we missed the connecting flight to Nagoya.
The ground staff in Singapore is very rude and unfriendly. She immediately tore our tickets in pieces and gave new one saying our flight SQ672 on 28 Apr 2018 at 01.20 from Singapore has been rebooked on SQ672 on 29 Apr 2018 at 01.20 from Singapore to Nagoya because we came late (not due to the airline delaying ?) but we couldn’t stay overnight awaiting new departure but she didn’t want or try to help just offered to provide the hotel and she said this is the best way but it was unacceptable for us then she told us to contact the staffs at the counter. Very disappointed of your STAFFS.
Fortunately, the lady at the counter tried to find other flight for us. Anyway, we are unable to travel until the next day meaning that we are losing a full day of our holiday. We had to rearrange our plan, hotel reservations, train tickets and time was being wasted by Singapore Airlines.
If you care about customer service then please let us know how this time will be reimbursed to us and we hope our flight on 6 may will be a smoothly trip. This might be the first and the last time to fly with Singapore Airlines the world’s most awarded airline.
Totally unacceptable. At first I was trying to rest a bit at the lounge. I checked in at the reception with my boarding pass, but after the scan, I was given back someone else’s boarding pass! And unimaginably that’s not the end of the story, they asked me to wait at the gate, not being accepted to board, for more than 1 hour! JUST TO MAKE SURE MY BLOODY LUGGUAGE WAS LOADED TO THE AIRCRAFT!
Seriously paying HKD $42K with service like that, it’s completely unacceptable!
Singapore Airlines booking system is backward and unfair to customers. Recently I had a double booking with my name, same email address and mobile number. The fault is not even mine and I had to pay 300USD for cancelation charges for the 1st booking. I was put on the waiting list for the preferred date of travel which subsequently became available and confirmed by me. Surely the system should have cancelled the 1 st booking after the waitlist flight becomes available and confirmed.
Pathetic. A full price and service airline that can’t seat my wife and I together. We booked a month early and checked in 36 hours esrly
Next time any other airline. The staff at Ho Chi Minh city airport could not have cared less.
Hi,
For many years, my dream has been to experience the world famous first class suites on an A380 flight with Singapore. Finally, I decided to spend my honeymoon in Asia and spent many, many hours researching before booking the flight of my dreams – almost one year advance. It was the flight from Maldives to Hong Kong — Singapore to Hong Kong segment was in first class suites (Maldives to Singapore in business, because Maldives to Singapore segment doesn’t have first class).
Today, I checked my flights and noticed that not only did the plane change to A350 on my itinerary, but the first class seats I paid for got downgraded to business class. If I did not check myself, I would never have known this until departure. This is extremely disappointing and terrible service! Not only did Singapore not contact me about the flight change, Singapore airlines did not refund my points for involuntarily changing my flight to business, and when I called customer service they couldn’t do anything to make me feel better or feel compensated for this very stressful inconvenience.
Please understand that to be changed from First Class suites on an A380 to business in A350 is a HUGE difference in experience and expectation of quality/service. Passengers should be notified immediately in an email with HUGE letters saying flight change and other notification/or a call should have been sent out. On top of that, when I called your customer service center, I was even more disappointed:
a) your representative only offered to “re-book” my flight to all business to adjust the difference (since I paid first class)
b) when asked if anything else could be done, your representative only said “I’m sorry”
c) when asked to speak to a manager, I was told “the manager is busy and may call you back in 24 hours.” I’ve flown many airlines in my life, and I’ve never heard this response before. At most, a Manager would call me back within 1 hour, and most of the time they can get on the line in 5 min.
Is this the type of service that first class/business passengers deserve? This is basically what happened to me:
1) Plane got changed from A380 to A350 (huge difference in experience/quality of plane)
2) Seat got changed from First Class Suite to Business
3) No auto-refund on change in seat class
4) Seats got SEPARATED. Not even sitting together with my husband anymore
5) No contact from Singapore/big notification to say “ALERT: Your flight has been changed” or something like that
6) Called customer service didn’t get satisfactory resolution, only got “we’ll get back to you in 24 hours and we can’t do anything to make you feel better/compensate for your stress and loss”
I heard that Singapore Airlines is the best in the world with the best customer service which is why I chose Singapore a year ago. I could have flown on many other airlines to fly direct to Hong Kong, but I specifically chose a LONGER flight because I wanted to fly with Singapore. However, right now, I feel like it’s the same as United Airlines. I am very upset, disappointed, and very sad that what I had planned for my honeymoon is now changed so much. While I understand a plane change is out of customer services’ control – HOW Singapore chooses to respond/treat its customers to deal with the change is not acceptable.
I was originally so excited when I booked my flight and told family/friends that I will finally cross off my bucketlist. All those hours planning 1 year in advance is wasted and I feel un-valued as a customer and very dissatisfied.
Singapore Airlines failed us – We haven’t even boarded the plane yet! We have booked and paid for flights with Singapore Airlines and went on line to book and pay for our seats. A few days later when we went to the travel agent they informed us the seats were not confirmed. We contacted our bank regarding the credit card payment and they informed us that the payment had been authorized and Singapore Airlines has the authorization number to access payment. Singapore Airlines informed our travel agent that they would have to refund the money (within 7-10 days) and we would have to pay again to get seats – no explanation and no assurances. They have a system failure and we have to pay for it and put up with their rude and unhelpful service. This was our first experience with Singapore Airlines and it will be the last time. It was impossible to contact them to discuss the matter further, even more difficult to submit a complaint! They were also very rude to the travel agent at Flight Centre. They don’t even deserve one star.
Usually, first-rate service but a few issues this time around I’m usually very happy with SQ economy class level and avoid charging business as my wife travels on business with me and want to keep costs down. However, our return fight from HK yesterday was disappointing.SQ 891 1) the Check in was horrible. There was a tour group 60+ that arrived ahead of us ( although we arrived 2 hours early ) The ” internet check-in counter nor the business section counter were dealing with the overflow instead sat there doing nothing with no one using the counter. I mean no one checked business class while we waited for 30 minutes to clear the Economy backlog. . The food was horrible on the flight. My wife’s rice was cold and hard. My burger was cold and tasteless and the bun was as hard and cold as an ice hockey puck, Very surprised as I ‘m normally very very happy with SQ but will consider using different Star Alliance in the future
I am a Gold member of Krisflyer.
I flew from Los Angeles to Jakarta on 9 January 2018 by SQ 11. When I dropped my luggages, the guy who incharged at that time did not put Priority tags on my four luggages.
It caused me waiting for my luggages at Jakarta Airport for 40 minutes. I am very disappointed with the careless service.
My grand mother was flying alone with wheel chair facility. Her lagguage didnt arrive with her and was delayed bu two days. Later when the authorities delivered the lagguage at home her valuables were missing. The purse that contained goldjwellery was empty. I have been trying to contact the officers but rarely somebody answers the call. Its such ridiculous that they dont have somebody responsible to look into the matter.
This is the first time my wife and I flew Singapore Airlines and as far as my wife is concerned it will be the last.
We had a great flight from Sydney to Singapore 19 Dec 17 on the new A380.
However Singapore to London was a different story we departed Singapore on 21 Dec 17 on arrival at Changi we booked in and the attendant did not even tell us where the “gold lounge” was even though on our documentation it clearly showed we were partner gold. I asked directions and we followed them and could not find the lounge, so we gave up.
On arrival at the departure gate I went to ground staff and told them my wife had 2 prosthetic knees and could she please board the aircraft before other passengers to which we were directed where to sit and the lady instructed a porter who was pushing a lady in a wheel chair when he was taking the lady on board to collect us and take us with him. The man took the lady on board and left us behind consequently we had to board with everyone else which proved to be difficult.
After departure we were approached by a member of the flight crew who asked if all was good and so we told her the problem we experienced and we expressed our disappointment of having paid for premium economy and the level of service was well below standard.
We have flown premium economy with Virgin Australia to the USA and I think Singapore could take a leaf out of their book and they are far superior to Singapore.
We hope we get better service on our return flights to Sydney on 23 January 2018.
I was a business class passenger on flight SQ 810 from Manchester to Singapore on Monday 4 December 2017 at 1100 which was cancelled after four hours on the tarmac due to hydraulic problems.
We were then bused to Heathrow for the 2300 flight which meant I missed a full day of meetings in Singapore.
I believe I am entitled to compensation under EU legislation but my efforts to contact Singapore Airlines on their website have failed since the sit refuses to accept my message.
Deeply disappointed with Singapore Airlines! Cancelled our flight ticket without official inform or any of email!
We all know that some banks’ credit card can use the point to redeem for airlines miles. And can also redeem the points to any of family members as Long they have airlines members too. So I redeemed my credit card points to my husband krisfkyer account so that he can redeem flight ticket too. But I never seen any distriction on their terms & conditions. So my husband made 2 bookings (6GVYDT & 6P6W9C) on Mac’17 for my son from Singapore to San Frans on 11th Dec, & return from LAX to Sin on 25th Dec. Suddenly we got their email on September 17 said name mismatched & wanted me to submit required document. I submitted immediately. Then on November we tried to book two air ticket for my daughter but failed, they said my husband account under audit. They also said we breached of Krisflyer contract that pooling miles from other members! It’s ridiculous as in their system totally not allowed to pull miles from anyone to 3rd party account. So I leave it for audit. On 8th Dec I tried to do web check for the above 2 booking but it’s missing & found out they cancelled the above 2 bookings & returned point to my husband’s account. But only refund 1 ticket payment. They totally no official email or call to inform us for the cancellation. Luckily I tried do web check in or else I totally didn’t know it’s was cancelled. Now I have another 60 hours plus to fly & found out this bad news, what should I do or any legal action can be taken? My main question is WHY THEY CAN SIMPLY EASILY CANCELLED OUR AIR TICKET WITHOUT ANY OF NOTICE AND INFORM OR EMAIL TOO!
I’ve tried the best & found another ticket to SFO but for return still under searching. So this is truly disappointed and disaster which has spoiled and ruined our family trip to US to attend my daughter’s graduation. Our domestic flight & hotel all booked! Truly sad & mad & worrying right now! The worst is the ticket is triple higher than the time I booked on March 2017!!!
I have always loved travelling with Singapore Airlines and always recommended it to anyone.
We decided to use our Krisflyer miles to upgrade our flights from premium economy to business class flights. However, I never expected that because I have an infant, that an infant ticket would complicate matters. I wanted to change my flight from Dec 7 to 5th as my uncle was recently hospitalised and is ailing. The first person who answered my call at Krisflyer ( Shazana) . Her initial attitude was poor, and sounded incompetent. Since then, I knew something was wrong- and I called everyday, because something was not right- and when I couldn’t check in online and it clearly said my daughter had no ticket on the app, the person on the other end said that all is fine to go.
We were meant to depart from Hobart. The check in counter typically opens 90 minutes before departure. And on DECEMBER 5, I spent 50 minutes on the phone with the SIA staff as I could not check me and my daughter in due to a ticketing error that she refused to rectify . I had to escalate the issue on Facebook to have the matter efficiently resolved- and it was done in 5 minutes. Why the difference? I was left with 5 minutes to go to security gate and board the plane, with an infant.
I called 7 days in a row to check on the tickets. I was told it was fine but it was not. Why is it that I, as a customer could identify an issue but you can’t ? You created a lot of unnecessary stress for me.
I want a full explanation and you know what, throughout all this, the most helpful was the ground staff in melbourne and virgin airlines In Hobart but otherwise, this has really created a lot anxiety. And I have not had a single formal apology from you. I will escalate this matter until I get an apology as I wasted so many phone calls over 7 days, nervous breakdown in the airport , my baby girl was cranky by the end of it. this experience will be shared on some paper if I do not get a response from you.
Nevertheless , the flight experience is wonderful and probably made me feel better and more relaxed but, when I book my tickets with SIA, I’ll probably think twice whether it’s worth the stress
Flight Singapore-Manila delayed due *technical error*, no effort made to get us on destination in time, they just expect us to be ok with 1hr delay (30% of total flight time extra) because they don’t maintain planes in time. Bad customer experience to push their problems to their customers instead of doing all to get us on time to the destination. Too bad they have monopoly on the market.
Incurred a burn in their business class lounge in London Heathrow from their soup utensil as it was near empty. Response from staff was poor and I left the lounge to buy burn cream from the Chemist in the terminal.
Singapore Airlines, you have the worst customer service in the world and should feel ashamed that a world class carrier has the world’s worst customer service. i flew out to London from Singapore on business class, my ticket was from Singapore to Dublin which was later changed to London. The lady who chanaged told me that i would receive a refund within 3 weeks. After 6 weeks, i emailed you but there was no reply. i made an international call lasting for 15 mins of which your agents kept rebutting me and putting me on hold. Finally i was told that they would give me a callback, i waited and it didnt happen, i called them and the call lasted for at least 50 mins of which Misbor (customer agent)put me on hold for 3/4 of the time. I am super furious, i have spent over 2 hundred euro calling your incompetent customer service and everytime they keep putting me on hold till i hung up. Do you really think its funny? Each time your agents tell me we need to speak to revelent dept, why dont they just transfer my call? Each time she comes back to the phone and when you ask her something, she puts you on waiting for another 5-10 mins. Until finally she told me my refund had been refunded and when i ask her whether can she email me so that i can check with the bank, she put me on hold for 25 mins. i hung up, of course the email didnt come through, the call didnt come through, my refund didnt come through. SIA should really take a look at its customer service, if it even has any.
I have always love flying with SIA and I have the highest praise for their in-flight service, but this time around I decided to check my laptop in with my other check baggage and I come home to find the screen smashed terribly and unable to be used because it is a touchscreen. Because it is so smashed, the screen thinks ithat is constantly being touched, so I can’t even sign into my profile on my laptop. I hope for a swift resolve and am grateful that I bought travel insurance.
ATTENTION CUSTOMER SERVICE
Our original scheduled departure date from Brisbane to Mumbai, SQ266 departing Brisbane on Thursday 21 December 2017 at 18:10, SQ426 arriving Mumbai on Friday 22nd December 2017 at 05:25.
However Singapore Airlines have since made changes to our above schedules, SQ256 now departing from Brisbane on Thursday 21st December 2017 at 09:10, SQ424 arriving Mumbai on Thursday 21st December 2017 at 21.45.
This has resulted in us having to stay overnight at a hotel in Mumbai, as our local connecting flight from Mumbai to Goa departs on the Friday 22nd December at 11:35, this has already been previously explained in our previous emails.
Please note that we booked and paid for all our Singapore Airline flights in February 2017, and soon after booked and paid for all local connecting flights Mumbai to Goa/Return including hotel accommodation for Goa commences from the 22nd December 2017.
Singapore Airlines only notified us of our ticket including flight changes seven moths later on the 11th September 2017, and we have tried very hard to work with SIA to resolve this problem that they have caused to us.
We are therefore seeking compensation for our overnight stay at a hotel/transfers in Mumbai on the 21st December 2017.
All of this inconvenience to ourselves has been caused by Singapore Airlines making the changes to our original schedules and leaving us no alternative but to forcibly work with SIA to help resolve the problem they created in the first place.
Please confirm by email that this communication has been received and the appropriate action taken to resolve this very stressful issue.
Please do not hesitate to contact us via email if you have any questions.
Regards
I had booked flight SQ517 to Singapore on 4th october for travel date of 4th with booking Reference No KYFBKT, electronic ticket No 6182420555047 for myself and a friend of mine. The supervisor at Kolkata airport refused to let me board the flight due to no return ticket from Singapore and gave me no option to book ticket at the spot paying in cash / card. I could have booked instantly and travelled today but staff Rocky Gupta never gave me the chance to travel. He simply cancelled the reservation. My flight bookings are done by my finance manager and I was supposed to return on Sunday. I left my office taking the onward journey ticket and was sure that my manager had booked the return ticket for Sunday.
I travel very frequently via Singapore airlines and always had a great experience but never like this. The two guys who were very rude and showed great power are Daniel Gomes and Rocky Gupta, especially Rocky Gupta who seemed to be on power run and behaved very arrogantly. We were there for almost 1 hour and never did he give the option of booking a return flight on spot and try to allow me on the flight. He simply cancelled the reservation and tore the ticket.
Also Rocky Gupta clearly stated that I may or may not be refunded
I will never travel with Singapore airlines and also let everyone I know not to travel with Singapore Airlines
The previous post had an incorrect date of 19th Feb 2017 instead of 19/9/2017.
The following is an email I sent to au_reservations@singaporeair,com,au last Tuesday 19th September 2017::
Booking Reference: 5YMRPN Electronic Ticket 6182417970591
This is to inform you that Veronica Lim broke her leg in mid June and was hospitalised for almost two weeks at Bankstown Hospital in Sydney. Upon discharge, she was confined to the use of a wheelchair and crutches for mobility. Because of this, she was unable to travel on the 21/7/2017.
My sister contacted your office and managed to have the ticket validity extended for travel before 16/3/2018. She was told the only extra charges payable was if the fare on the new travel date is higher than what she was charged for originally.
This morning, I booked online a return flight to Singapore REF: WA512F and spoke to your staff that I will hit the ‘confirm payment’ button only if Veronica Lim can also be on the same flight. This is because she is more than 80 years old and the purpose of my booking the flight was to accompany and look after her. Your staff initially wanted to charge me for Veronica’s changes an extra $251.28, then reduced to $106.28. However I told him I should only be paying any fare difference and not other surcharges. He then told me to send this email with attached medical certificate and if approved, the charge would be $6.28 which I am happy with. He has reserved the booking with REF: W88QCU pending approval from your end. I was told to contact him tomorrow morning.
Your assistance in this matter will be greatly appreciated.
The following day, I rang Singapore Airlines and of course, it was answered by a call centre staff in Cebu, Phillippines. I was then told that I had to submit a medical certificate for Veronica. I duly did that and emailed a copy of the medical certificate, I later rang to confirm that it was received. I was told again to wait for between 48-72 hours before I can get an answer.
After nearly 72 hours, I rang SIA again. This time the call centre staff said she did nor receive the medical certificate. I told her to please check again and finally she said the MC had come through,
However she said that she was unable to help me with any fee waivers and that the MC did not specifiy her illness. It only had the dates of when she was hospitalised (14/6/2017-23/6/20017) and stated that she was unfit for usual activities until 31/7/1 7. I said to her that Veronica had broken her leg and it really is irrelevant whether she had cancer or was being treated for any other illnesses as the MC was provided by the NSW state government hospital and signed by the relevant doctor, After a lot to to-ing and fro-ing with no satisfactory outcome, I asked to speak to a supervisor or manager.
I was then put through to a supervisor named Sheila who was most unhelpful. She said I had to pay the full extra charges of $251.28. I said that was not correct but she refused to budge saying that when the ticket was booked on 16/3/2017, it had to be used within 3 months or extra charges apply. I said to her that the original date for Veronica’s travel was 21/7/2017. I pointed out that 21/7/2017 is more than 3 months from 16/3/2017. She then said she made a mistake. She said the fare difference on Veronica’s new travel with a reference W88QCU was higher than what was originally paid which was $646.44. She claimed the difference was more than $100 and I asked her to point to me on the SIA’s website where it says the fare difference is more than $100. I told her the return fare on that day was $652.72 and I would only pay this difference.
Again, Sheila refused to accept my explanation. I finally told her to go back and listen to all previous conversations especially the first conversation I had with Cliff who was most helpful. This first conversation was when Cliff informed me to submit the MC and when they verified the MC, I only had to pay $6.28.
I was told by Sheila to wait for a call on Monday 1/10/2017 for the final decision.
Hi. I have just flown from Heathrow to singapore on the 5th August 2017, as I am Lactose free my special meal came out. Upon opening the lid it smelt very bad..I didnt eat any, so I tried the dressing and salad..1 mouthful and it was off. The roll was also very stale. I ate the top part, wish I hadnt..Complained to Hostess..After about 45 minutes I felt unwell, whilst waiting outside toilets I fainted. Remember waking up on floor to several hostess around me. I laid there for about hour feeling very sick and disorientated. They were very good and looked after me. Went back to my seat and slept for over 8 hours (which is very unusal for me). Put report into hostess onboard and they said I will be contacted by Singapore Airlines. Its now been 1 week, I went to doctors today to seek a checkup. We believe the food was from old stock and somehow had been served up. I would like to know what you can do about my situation..This experience has made me very wary about flying especially with Singapore Airlines again..My husband refused any meals after this as he too was unsure of the food..awaiting your reply..
W46PUX
I was utterly disappointed in the way SIA chose to give us no compensation for changing morning flight to an evening flight.
All our plans were cancelled because we have booked for a trekking and if we are to take the new flight, we would have missed the rest of the group who are departing for the trekking site.
We suffered loss in money. Instead of compensating us, SIA can only cancel our flight and refund full cost to us.
This is totally unaccepted in my opinion but we have to take this opinion because we cannot take the new flight time because our trekking group would have been gone by the time we arrived.
Honestly we are saddened by the way SIA treated us.
We booked a flight with Singapore Airlines as the main carrier from Athens
to Auckland – via Frankfurt and Singapore. With Aegean and Air NZ later taking on legs of the journey.
Singapore baggage policy is that bicycles can be included within checked in baggage at no extra charge. This was the reason we chose this flight.
Star Alliance policy is that the main carriers baggage policy applies
throughout. For our first flight on Aegean, we should have been able to
apply the Singapore baggage terms.
Athens Aegean staff ignored this policy and insisted that their policy took
precedence as we were flying with them first. They would not read, or
reference the relevant policies when shown (incredibly arrogant and
ignorant). We were charged 55 euros by Aegean.
Once in Singapore, we saw a Singapore Airlines helpdesk who both helped us and informed us that we were entitled to a full refund as per the terms and conditions.
However, once we emailed Singapore for said refund, they shirked. They said we had to pursue with Aegean, wh
Aegean are charging baggage without a fee applying. Our contract is with Singapore, so they are also at fault for their non-assistance in the matter.o also shirked. Both Companies are under the Star Alliance umbrella, but do not adhere to the respective policies.
Dear sir/madam,
I am travelling New Delhi to Singapore by your flight no SQ 403 on 5th March 2017 and returning by your flight no SQ 406 on 8th March 2017. I am seated in the business class.
I would like to point out that the seat allotted to me 24F on the Delhi was torn under the screen and was a big eye sore. There was no alternate window seat available and I can’t sit on the middle seats being claustrophobic.
I have paid a lot of money for this ticket under the presumption of the best quality and experience that Singapore Airlines is famous for.
Certainly not expected of an airline of this caliber.
Flight SQ225 from Singapore to Perth 29th Jan 2017 missing luggage
Singapore Airlines refused to take responsibility and accountability and was unresponsive and disrespectful.
• Arrived Perth 30th Jan 2017 with 1 luggage missing
• Lodge report ref. PER SQ33129
• Made multiple follow up calls
• Wrong luggage delivered to King Perth hotel 31st Jan
• Dnata conveniently closed case
• Only upon our insistence, new case open ref. PER SQ33146
• Again made multiple follow up calls but luggage still cannot be located
• 1st Feb, Dnata staff lied that my luggage arrived Perth and will be delivered next day in exchange of the worng luggage
• 2nd Feb, personally visit SIA and Dnata office at Perth airport
• Again SIA staff refused to accept responsibility until we demand for an answer
• Possible match found in Singapore airport
• As I do not trust the competency of your staff, I ask to check it out myself when I arrived Singapore
• Arrived Singapore airport 3rd Feb and straight check out luggage
• Luggage has been sitting in Singapore airport ALL this time and no one is aware !!! and we were searching frantically in Perth
SIA wake up ! And do your due responsibility to your passengers
SIA push their responsibility to their passengers
SIA does not deserve any award or recognition
Hello World – DO NOT TRAVEL WITH SIA
We suffered so much stress, anguish & anxiety turning our family trip into nightmare
We arrived and depart Perth without my luggage
Yesterday my husband and I converted our virgin points over to krisflyer miles to book an airfare with Singapore. The change over is meant to be instant but this did not occur. We now have 0 velocity points and 0 krisflyer points.
We spoke to Singapore straight away and were advised it can take up to 24 hours to reach the krisflyer account. It has now been longer than this and still no points.
Multiple calls have been made to Singapore airlines this week. Each time a different response is given. We have also sent a screenshot of the transfer from virgin to prove the points were transferred. Apparently the ‘technical team’ is investigating.
We need to book flights which are quickly booking out (had to change flight plans 3 times now while awaiting resolution) and flights will book put. We expect to be compensated for lost flights with additional points to allow the booking of higher cost flights at no financial detriment to us.
We have now been waiting 5 days for a response from the airline which is not acceptable for a company with supposed impeccable customer service.
Purchased Premium economy seats for our Golden wedding, downgraded to economy as we
were boarding, planned so long ago, so disappointed.
My co-worker and I bought 2 tickets going from Shanghai PVG to Singapore on November-01-2016 and return from Singapore to Shanghai on November-06.
We made a mistake on our booking for the return flight on Nov-06 SQ-826 (depart Singapore at 01:15) and we thought it was 1:15pm.
We would like to change our flight to a much later flight on Nov-06-2016. We understand that there will be a small change fee and we are ok.
This is just an honest mistake.
We have call your company number: 1-800-742-3333 and would like to ask for help to change to a later flight on nov-2016. There were 3 calls made and no success of resolution and the process is too complicated. All we wanted to do is to change our flight to SQ-830 to SQ-836 from Singapore to PVG.
I wanted to take a moment and write this email highlighting my concern as there was no help provided by Singapore Airlines customer service team. I am sorry to say that being a Singapore Airlines customer for a very long time, I am extremely dissatisfied with Singapore Airlines as my experience has this time has been pathetic and disgusting.
I had made a reservation for my parents Prakash Rao & Lakshmi for CCU-SFO-CCU Sector and the PNR# is 3UJ6LY. Since last 2 weeks, I have spoken with multiple agents from Singapore Airlines Customer Service to get the issues resolved and every time I get a different story. The very first agent who spoke with me mentioned that I will have to just pay $50 per passenger for date change, thereafter every other agent who comes on the phone gives a different answer.
My parents initial scheduled departure from SFO-CCU was on 11/29 via Singapore and without even taking my permission I have received an email from your Kolkata Airport Office on 06/16 stating that it has been changed to 11/30 which is not the right approach.
My parents want to make a layover in Singapore for 1 month and than fly from SIN-CCU on 12/30. I spoke with many customer service agents and have come to know that its not possible and I will have to pay in excess of $800 to change the flight from SIN-CCU sector. I have traveled through other airlines globally and every airline permits one date change with a minimum surcharge.
6 months ago before making the reservation, I asked your associate that will date change be permitted to which I got a response that yes that is a possibility provided the same class is available. My understanding is to change the date max $50 per passenger should be charged and any differential fare if same class is not available.
This morning I spoke with Dipanjana Chakraborty from Kolkata Reservation office and wasted about 20 minutes explaining the situation. She did mentioned that I will have to pay the penalty charges of $800 to make a date change which is absolutely ridiculous. I asked her a simple question Without my prior approval how did you change my parents flight from 11/29 to 11/30, likewise I should be compensated by Singapore Airlines. She immediately disconnected the call and didn’t even bother to return my call.
I am ready to pay reasonable fare for data change however I am surprised that your customer service agent is asking me to pay $800 for 2 passenges for date change which is more than the fare for SIN-CCU sector and which does not make any sense. I demand an explanation on this.
I hope to get some response, from your team who will step up to take the ownership of the situation and deal with customer concerns in a much better way.
I have been in the customer service industry for last 20 years and I can say:
“A satisfied customer will share his experience with 10 different people, however a dissatisfied customer will share his experience with 100 different people.”
It is time for you to check your website for the many features and loopholes. It is terrible! – esp the security code. It doesnt work and sometimes gets stuck.
We booked a return flight to Penang via Singapore Airlines. On the airbus A380 we had seat up stairs. On the return flight to Heathrow you put us on a 777 airplane that very noisy. The toilet was closed and a very uncomfortable flight. When we booked this holiday i was told it would be an airbus that brought us back only to find that you put on a 777 which was not that good. Poor flight closed toilet plus very noisy. Booking ref 8kibtr.
My name is Ng Kah, Krisflyer no 8932344484. I was taking SQ 833 yesterday from Shanghai Pudong to Singapore. When I arrived at airport I was told that the flight was delayed till 8.35 pm and as a krisflyer god member, I went to the lounge to rest. Around 8 pm, I sense something is wrong as it was not announcement of boarding. I went to D71 counter to make an enquiry and was told that the plane is diverted to Hong Kong airport. By then I was in panic, and it is too late for me to change to early flight as the 7 pm has left and the midnight flight is full. Also, I was informed that SQ833 should be arriving soon and it should be able to arrive to Singapore early than the midnight flight. Hence, I went back to the lounge and wait till 1 pm and then I board the plane. But, it only takes off at 2.30 am. As a result, I was late for the today 8 am meeting in Singapore.
I am a krisflyer gold member since 2010, for this incident there is no attempt to inform me the actual situation and I missed the chance to change to an early flight. Also, the announcement of flight changed to 8.35 pm is a totally wrong and missed informed information to the passenger. At the end, I was totally late for my 8 am meeting today. And this is the main reason for me to rush back to Singapore.
I was very upset because first there is no attempt to inform me the actual situation, and second provide misleading information. At the end, there is not even any form of help but just tell me to wait for boarding at 1 am. The only answer I get is that “I am sorry that you might be late or miss your 8 am meeting as it is due to weather and there is nothing much we can do about it.”
I did not know when SIA service dropped in standard. AS krisflyer gold member, I am sure there are many ways you can reach me via email, sms, etc. But no notification and totally no customer oriented services.
I could not believe that SIA standard has dropped to this level. What I can say is that I am very disappointed with SIA service.
On the 23rd June i was to return to KL from Changi Airport on flight SQ116 time of flight 16.45. I checked in with my wife early and the guy who helped us in was very helpful. On our boarding pass it was stated clearly that our boarding gate was at F34.
After waiting at gate F34 until almost boarding time we were told by third party (security man manning the scanning machine) that our flight has been changed to F54. We rushed over there unfortunately the plane took off without us. We were asked to enquire at transfer F. We went there and talk to a lady at the counter and the followings were exchanged:
me: how come your plane just changed boarding gate without us?
she: you check in too early so your gate was at F34
me: since you know i am at F34 why cant SIA sent somebody to inform us?
she: but we have already made an annoucement
me: you may have made an announcement but whether i hear it or not is another matter
she: you should every half hourly go to the information screen to check on your flight
me: is there anything stated in my contract with SIA that i have to check on the flight status personally after a boarding pass has been issued to me ?
she: how come we have no problem with the other passengers except you ?
me: is she implying that i am not smart enough?
Notice that from the beginning until i was given a replacement ticket (me and wife) on flight SQ118 time 18.45 there was not a word of apology.
1. all this while everybody is saying that SIA is the best..but its a NO NO to me..
2. by giving me a replacement ticket without charging me does not compensate for the physical and mental anguish i have to suffer
3. your counter staff at Transfer F sucks…
I travelled from Jakarta to Singapore on SQ 953 on 11 June 2016 on business class. My ticket number is 618241392559801 ( SQ KFLY 8234675668 )
Upon check in I was NOT very warmly greeted by your check-in staff.
I had checked-in baggage of 42.50 Kilos, and for an excess of 2.50 Kgs only I was asked if I could take out the excess baggage and carry it in my hand baggage or pay an excess baggage charge for 2.50 Kgs
I regularly travel the world over ( generally in business class ) and in my entire life I have never been hassled over 2.50 Kgs when travelling ( even when I travel occasionally on Economy class )
Eventually after speaking at length to your supervisor he very reluctantly agreed to waive the excess baggage charge and allowed me to check in the full 42.50 Kgs.
I read a lot about how good SQ is and how pleasant it is to fly SQ because your staff are allegedly very cooperative, friendly and efficient and supposedly go out of their way in making sure that their customers are fully satisfied.
All I can say is that I am very disappointed with SQ and have definitely not had a pleasurable travel experience at all and all because of an excess of 2.50 Kgs.
You can be sure that this humiliating experience will definitely detract me from flying on SQ again.
I travelled from New Delhi to Melbourne (New Delhi to Singapore – SQ403 and Singapore to Melbourne-SQ207). I boarded from New Delhi on 21.04.2016. I was accompanied by my wife Mrs. Sharma and my 3 yrs aged grand son. The tickets were booked well in advance and request for vegetarian meals was given at the time of booking the tickets. The tickets were booked through M/s Carnation travels, Lajpat Nagar, New Delhi. Unfortunately during the travel from Singapore to Melbourne we were told that vegetarian food was not available although it was served to some other passenger. In the name of child food my grand son was offered chicken biryani which was highly ridiculous. When I enquired the staff on board informed that there was no request for vegetarian food from us. Such an explanation was beyond understanding as we were served vegetarian food in the flight from New Delhi to Singapore. This is highly objectionable and requires investigation at your end. I am having the return booking for New Delhi with my wife on 15th of October 2016 by SQ 208-SQ402.
I travelled from Singapore to Chennai on 22nd may by flight MI436. The meal we had requested was Indian vegetarian. But what we were offered was vegetarian meal that comprised of egg. But in your website it clearly states that Indian vegetarian meal (AVML) does not comprise of seafood, egg or meat. Also the airhostess who was attending us was very rude, arguing that we should have requested for “JAIN MEAL/STRICTLY VEGETARIAN MEAL”. But AVML does not consist of egg, so how were we offered with this? Kindly look into this matter so that we dont face this issue in the future. While we book tickets,we dont come across any option that states “STRICTLY VEGETARIAN”. Also we are okay with dairy products, onion, garlic,so it is not a necessity for us to choose jain meal. It is just that we do not want egg, meat, seafood in our INDIAN VEGETARIAN MEAL(AVML).
Date of Flight : 14-May 2016
Flight No. : SQ831 From Shanghai to Singapore
It was my return flight from Shanghai to Singapore on above mentioned date & flight that due to departure at 14:30hr but the flight was delayed without any information on when we can depart. The crew that was handling the delay was unable to manage this and deal with the situation in professional manner.
1. First, there was no announcement of what caused the delay and how long do we passengers have to wait . The ground crew mentioned that they have informed their superior and was waiting for next instruction.
2. Upon further Interrogation about 17:00hr, the crew informed that the flight is cancelled but did not mention what was the arrangement for the passengers and await for further instruction.
3. The announcement was very bad, there was no speaker system for the announcement and passengers behind hardly heard what operator was speaking. The announcement was delivered in Mandarin which we were unable to understand.
4. There were subsequent flights but there wasn’t arrangement to allocate passengers to the next flight until some passengers requested but the arrangement was messy.
5. Passengers with connecting flights was also not provided with the support and proper guide on how to arrange their connecting flight.
6. We were not provided any refreshment or meal after 3 hours of delayed until some passengers highlighted.
These are some of the issues that I seriously think that it should not happen in Singapore Airline that was highly rated as world class airline. Throughout the incident, I did not see any Manager/Officer in-charge taking control of the situation and it was left with a ground crew to face the angry crowd of passengers.
I was truly disappointed with Singapore Airlines handling this incident and sad to say that the crew were not trained and prepared to deal with such incident. And I sincerely think the management should look into the SOP of handling such cases and ensure the right person is deployed to prevent such incident from re-occurrence.
There was a time when I enjoyed Singapore Airlines. Now I should say I am not happy with not just the service, but also the fare. They got to improve the service, the food and the whole attitude of the staff.