booked a flight online for 2 and upgraded my ticket from sweet deals to flexi saver. called their 1800 number inquiring about their cancellation policy and was told that i'll be charge $100 for each ticket and will refund my credit card back. it took a month and over 30 phone calls before i finally talk to a supervisor and was told that per their investigation i was informed then that my tickets were non refundable and i went ahead to cancel it anyways before my scheduled mind. who in their right mind would be able to afford to lose $2, 230 for cancelling their flight. i'm a hardworking mom with four kids and every cent spent matters. i could have proceeded with my flight had i known that i will lose all this money. i don't recall being inform of my rights and policies regarding cancellation or that my tickets were nonrefundable. i need justice and need help in resolving this matter as quickly as possible coz it is causing us too much stress and agony. hoping for a quick resolution of this matter.

Dear Sir,
This is a complaint.

I was on board SQ0298 on the 7th November 2010 flying from Christchurch to Singapore. At about 3pm NZ time post lunch, like in all my previous long hail flights, I went to the back of the cabin to look for vacant seats so that I can rest for a while.

A short while later, I heard a soft voice from a stewardess from the right aisle asking me to vacate. While putting on shoes and getting ready to leave, another stewardess from the left aisle repeated the same. I felt humiliated as they did not allow me to exit the situation in a more dignified manner.

Wounded, I then asked for explanation. The chief steward Mr Gary told me that two row of seats in the middle section had been reserved for the crew to rest, but he could not show proof in print or announcement. He further told me that the captain did not allow such documents to be shown. I did not press the matter further as I did not want to distract the captain work but a fellow passenger did stand up to complain about the disturbance we made at the crew area. I also noticed four cabin crew members stopped work for at least 30 minutes because of this dispute.

However, the first stewardess apologized to me in front of Mr Gary while the second one did the same while I was seated in my assigned place and I was humbled by her plea. All in all, the crew members gallantly protected the airline and in particular, the second stewardess went to great length to absorb the blame.

The purpose of this letter is :
1. Show me proof that two rows of seats in the middle section were already reserved for cabin crew to rest in SQ 0298.
2. Show proof to the public that seats are allocated exclusively for cabin crew in all long haul SQ flights.
3. If the fault is due to oversight by the management, do not expose the cabin crew to potential harm and humiliation.
4. Do not encourage the passengers and the cabin crew to fight for sleeping privilege.
5. Can you guarantee that I can sleep on vacant seats in future long haul SQ flights and for this you have to issue me statement to this effect to avoid conflict.
6. How to avoid future meeting with the crew members in question as I have to fly frequently to Christchurch by SQ (because of their good safety profile) ?


Thank you and waiting for reply

Yours sincerely

Dr Ng Eng Kuei