Singapore Airlines
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Category: Travel
Contact Information
Western Australia, Australia
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Singapore Airlines Reviews
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Stephan
November 29, 2010
Racist staff
Rude Customer Service at the check in at Airport Express, Central, Hong Kong
I felt maybe I was over reacting but I've had a lot of time to get over it, couldn't so here I am just letting someone know what happened.
I went to the Central, check in at the airport express. My husband was taking the 8:05 flight to Singapore. When we approached the counter there was no eye contact with the woman at the desk. She just sat poker faced reading whatever on her computer and asked us to put the luggage on the belt and just sat there. It took a while which is no big deal. I asked her a question, this is while one of her colleagues were taking care of the status and still no eye contact, mumbled the answer, had to ask her twice to actually hear her.
This is not a big deal in itself, majority of us expect nothing amazing from people working with the airlines, the shocking bit was when she greeted the next customer with the loudest most cheerful good morning, after having no response to my husband's thank you.
Since the queue was for coach, I would be forced to say color of our skin would be the only difference between us and the next guy.
The next time I will definitely record any such incident and put it up on youtube.
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aclk
October 21, 2010
Good Luck
SIN-HKG. Luggage was intentionally broken in second time this year (first time in April SIN-LHR) despite TSA lock availability. Handling agent in HKG representing SIA and Singapore SIA do not give a damm to customer's need immediately, but rather keep on emphasising on internal procedure to follow. So, no matter how customer was abused and unfortunately become a victim under the bureaucractic system, they took your luggage to repair - without any replacement immediately. Lesson learnt: When you travelled with SIA, please make sure you have some spare plastic bags, imagine walking under typhoon without luggage, but with your plastic bags and your personal belonging - Good luck. Official 5 stars airlines, unofficial budget airlines customer service standard.
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mbrown_vn
September 22, 2010
BAd BAd Service
I have been corresponding with Singapore Airlines since June regarding my customer service issues & have not received a response to my questions & issues. I just get promises that they will respond sometime in the future. Its now 3 months and no reponse. 1. Flight cancellation and refund due to Volcanic Ash issue. My family & I were booked to fly to Singapore & Phuket on 16th April, 2010. Due to volcanic ash issue the flights were cancelled. Subsequently we cancelled out trip and requested a refund. I received notification that a refund for one of the bookings had been processed, and such refund was forthcoming to my American Express Card account within 7 days. For the other booking I received notice on 28th April 2010 that refund had been processed and that instructions to the bank would be made within 7 days. After a few weeks of follow-up by myself to Singapore Airlines, I still did not receive the refund to American Express Card. Subsequently a request was initiated by Singapore Airlines Amsterdam office on 27th May 2010. On June 2nd 2010, I received not a refund, but a new charge to my American Express Card. On June 17th 2010 I have received the proper refund and a refund for the mistake from June 2nd. Meanwhile I had to pay my American Express card in full, causing significant impact on my personal cash flow. Finally I received a refund 2 months after. Net result though is that I was charged in SGD 512.84 more than what I have been refunded. Because of exchange rate differences. I requested that Singapore Airlines compensates the difference of SGD 512.84. 2. Baggage delay On 4th June 2010, I flew with Singapore Airlines from AMS to SIN on SQ323. I arrived at the airport within about 75 minutes before the flight was due to depart. On arrival in Singapore I was greeted by ground staff advising my baggage had been left behind in Amsterdam and would be arriving on the next day’s flight. Apart from been initially aggravated that my baggage had not arrived, I was satisfied with this was a rare occurrence when travelling with Singapore Airlines. However, my phone charger was packed in my checkin baggage, and my phone’s battery was completely flat when arriving in Singapore. I needed my phone to be charged, so I could retrieve the phone number and address of my friend’s home, where I was staying in Singapore. I recall the phone charging points inside the terminal building on the gate side of immigration and requested assistance to get my phone charged at the Terminal 3 departure level Singapore Airlines customer service. I made several requests, fully explaining my circumstance, but was flatly denied any assistance. Luckily another passenger who overheard my conversation offered assistance. The poor attitude and service received by Singapore Airlines customer service was unacceptable, and begs the question why Singapore Airlines offers a customer service desk. 3. Overbooked Business Class On 9th June 2010, I was due to fly with Singapore Airlines on SQ324 returning to Amsterdam. I had tried to check-in online throughout the previous 2 days. I was unsuccessful, each time the system advised to try checking-in at the airport. I now understand that the flight was overbooked, and that I had been not allocated a seat. On arrival at the airport I was advised that business class was overbooked, and that all other business class passengers had checked-in. I was told I would need to downgrade. Given that I had booked my ticket sometime in advance, and the sector had never been on waitlist, I was surprised that I had been selected to “downgrade”. I was also surprised that a “gold” frequent flyer would be selected for downgrade. I asked the check-in staff why a “gold” frequent flyer would be selected for downgrade, and they replied that I was only “silver”. I showed them my “gold” card and they could not understand why I had a “gold” card when the system was showing that I was only a “silver” frequent flyer. Please see my following point 4 to understand why this is of enormous frustration to me. After some complaining from me, and a period of waiting, I was advised that I could be allocated a business class seat. On boarding the flight I was surprised that the adjoining business class seat was reserved for crew, and that throughout the flight that seat was occupied for less than 3 hours. It is unbelievable to me that Singapore Airlines was prepared to downgrade a fare paying passenger and allocated a seat to crew and occupied for less than 3 hours of a 13 hour flight. There were economy class seats available. 4. Gold status. I have sent previous email correspondences with Singapore Airlines regarding my gold status. It has been of some annoyance to me over the past few years that Singapore Airlines can not get my frequent flyer status correct. Although most of your systems identify me correctly as a gold frequent flyer, there appears to be at least one system that identifies me as silver. Every time when I check-in for a flight either on Singapore Airlines or any other Star Alliance partner, I am identified as a “silver” frequent flyer. Please see the attached boarding pass which identifies me as a Silver frequent flyer. After my previous correspondences with Singapore Airlines, I have been advised that this problem had been resolved, but it is clear it has not. In the past, this has resulted with me being declined access to Star Alliance partner gold lounges. I also believe that this some how resulted in the request for me to “downgrade” as in my above point. I again request that this issue is resolved. All systems should correctly identify my frequent flyer status. 5. Overall impression My overall impression of Singapore Airlines has been negatively impacted over the past several months. To me, it appears there are several systemic problems in your organization impacting your customers. I am very disappointed with the recent levels of service I have received. I ask that my specific requests above are addressed.
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Furious with Krisflyer
August 26, 2010
Krisflyer
I am throughly disappointed with Singapore Airlines
Below my complaint letter to them:
Dear Person-in-charge,
Referring to reser vation code M6NZDD, I have claimed my mileage points from the KrisFlyer programme for my husband, Joong Liang KWEK, to fly up to Bangkok with me for a holiday. His itinerary which I'm sure you can see, is MEL-BKK 05JUL and returning on BKK-MEL 13JUL, both on Thai Airways (TG).
On the outbound trip, he was told by the staff of TG that his booking outbound was not in the system. However, because there were extra seats, TG had put him on the flight out at that stipulated flight TG0462, saying that SQ seems to have cancelled his booking. TG instructed my husband to speak to SQ counter staff at Melbourne Airport to ensure that everything is ok. SQ staff said to him that the status was reflected as "OK" on their system.
On the return trip on 13JUL from BKK, he was told the same thing from TG that his booking had been cancelled from SQ!!! And because the return flight TG0461 was overbooked this time, and there was only ONE seat avai lable, we had to choose amongst the two of us, which one to board and which one to stay behind. TG had tried to sort this out with SQ counter staff (a lady by the name of Boonyarat Prasert). TG said that the system showed that SQ cancelled the booking (see attached print out), and SQ said (referring to the same print out) that the system actually showed that all was "OK" and confirmed.
Regardless, I, as a Gold member of KrisFlyer, expect a high standard of customer services. Due to work reasons, I was forced to leave my husband behind to report to work the following day. My husband had to endure being knocked out of a flight which he was supposed to be on (TG0461) at 8.00am on 13JUL and had to take the next direct flight out at 12.15am on 14JUL, a full 16hrs!!! He was also told by TG that he will not be able to be upgraded to Business Class because it was not TG's fault, and SQ said they couldn't put him on TG's Business Class because it shows that SQ had put the correct confirmation!!! He was only given 3 food vouchers for the day! The following items were/were not compensated:
Items Compensation
Direct flight: BKK-MEL TG0461 direct from BKK-MEL was compensated with TG465.
Food & Beverage due to delay Compensated with 3x THB400 vouchers in restaurants at Suvarnambhumi Airport.
Time (16 hours) NO COMPENSATION
Baggage Drop NO COMPENSATION
(THB100 per item x 4 items)
Upgrade to Business Class NO COMPENSATION
due to delay
From a CUSTOMER's point of view, regardless of who is at fault (SQ or TG), this has caused great inconvenience and a huge waste of time, that were not compensated. Being a Gold member of KrisFlyer all these years, being the one who redeemed the points, I also felt that the service standards that KrisFlyer has put up is utterly embarrassing and fall way short of the "respectable" brand KrisFlyer claims to be.
I demand that KrisFlyer sort this issue out with SQ and TG, and that, if no one could ascertain where the fault lies, then both must share responsibilities in the matter. Again, regardless where the fault lies, from me and my husband's point of view as CUSTOMERS, we demand some form of compensation in the items above. Please come back to me by the end of tomorrow 16JULY2010, Friday and update me via email of what is happening.
Obviously, when they investigated, they realised that they themselves have accidentally cancelled my husband's ticket. 2 weeks after the fact, they called to say that they would compensate us with 2000 krisflyer points, equi to $80. This was what they deemed as fair compensation. I told them that there's no way what my husband endured was only $80. Sylvia, the first Singapore AIrlines employee I spoke with, told me that she will get back to me the following day. Of cos, that didn't happen.
2 weeks later, after I called the contact centre again, Lawrence Lim called me to say that since I wasn't happy with their last offer, he can up it to 5000 krisflyer points. I replied that while I did not think that was good enough, I would take it on the condition that they upgrade me the next I flew with them. Lawrence acted as if this was an utterly unreasonable request and exclaimed 'oh no no, no way!'. Howevre, he said that he would 'appeal' on my behalf and get back to me again. By this time, I knew better...I waited a further 2 weeks before I called the contact centre again. It took them more than a month after my trip to give me a reasonable compensation of 10, 000 KF points.
I am totally disappointed with SQ...and I'm very reluctant to ever fly with them again. I will just finish up my points and that's it.
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delvon599
August 16, 2010
Horrible service
Well to start off we are a military family stationed in germany, while taking vacation in the states my wife and daughter booked a flight back with sigapore they are supposed to be a great company to fly with so we said sure, on friday my wife booked a flight for sat. but before she left the house to leave to get on the plane she checked to see if the e-tickets had came in her email, they did not as a matter of fact singapore canceled her reservation with out notifing her so after 7 hours of calling the agent and singapore you cannot have an infant e-ticket so they canceled the reservation note we have already paid for the tickets. So after that my wife went to the airport brought tickets from bwi to jfk to frankfurt, the flight from bwi to jfk was delayed and arrived at 830pm the flight from jfk to frankfurt doesnt leave until 930pm, after getting off the flight from bwi there was a singapore service agent that escorted my wife and another military family to the next gate to board the flight to frankfurt, they were told the plane will not leave without them on it, after arriving at the gate the service agent on the phone with the fron desk trying to get there boarding passes told them that the front desk just hung up the phone on her and they would not be getting on the plane, also when they got to the gate the front desk said it was to late to board the plane but they were in fact still calling people to board the plane, so now my wife and 1 year old daughter is stuck in jfk until the next flight which is in 24 hrs, and they are only on the waiting list, we have paid for out tickets the flight is still boarding there are empty seats on the plane and they cant get on after being told the flight will not leave without you. This is horrible i will never fly singapore again and I will do my best to make sure they never get another military member on any of there planes, thanks to delta they did buy them a hotel room for the overnight stay.
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swollenfeet
July 2, 2010
Bad behaviour
Hi all,
This happened on the June 31st at about 1am. I had a bad encounter with an SIA girl. She rode her baggage over my feet without apologizing while was walking, smoking and talking loudly on her handphone. Not sure if this helps but I managed to catch a glimpse of her name tag and it says Priscilla Chen. She was in a green kebaya.
I hope Singapore Airlines will ensure that their crew does not behave as crudely and as rude as her. My impression of SIA girls were orderly and feminine, sad to say it was not to be on this day.
Regards
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JTSGP
May 17, 2010
Refusal of compensation for delayed flights
I have been hearing complaints of bad service from Singapore National Carrier - Singapore Airlines, from friends, colleagues and family members and recently found this to be very true indeed. I was onboard a morning 8:30am flight departing for Hong Kong, and it was eventually re-scheduled for a later departure time (at 11:30), due to a maintenance glitch, which the engineers failed to resolved, hence my "weekend" trip to Hongkong was thus shortened. Having paid a couple of hundred dollars more just to get onboard an earlier flight, I would imagine that SIA would at least compensate me, however they came back with a long email of bullshit, and claimed that they will not be able to compensate/ refund my tickets. This is increasingly annoying considering that they have ruined my holiday. Obviously the customer services management find it okay to toy with their paying customer's time and money. Any recommendations on how I can bring forward this matter to further shame the airline. Seriously I strongly do not think they deserved those international awards granted to them with such a service. I will be writing in to our local newspaper, as well as various traveller's magazine.
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junky
May 14, 2010
Admin fee incurred for a internet booking change.
Hitler complains about the level of service he gets from Singapore Airlines.
See here: http://www.dailymotion.com/video/xdb0qx_hitler-rants-about-singapore-airlin_fun
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12millionmiler
April 19, 2010
misrepresentation
Singapore Airlines misrepresented the destination of Singapore on the dates they recommended us to visit with four expensive tour packages. We meet in person directly with Singapore Airlines, Manila. We sold the tickets with promises of great shopping, great food and great museums -- but the dates they suggested we travel "Valentine's Day" the entire city was closed, no restaurants, no museums, no shopping for a solid three days.
They also misrepresented the 3-star hotel they booked us into a part of the 5-star Peninsula Group.
They also said they had the ingredients to the food they served on the aircraft (we have an egg allergy so we asked) and they said there were no eggs in the food. It was a very simple meal of plain broiled chicken, steamed vegetables and mashed potato. After getting very sick we contacted the Singapore Airlines corporate office and they informed us that there were in fact eggs in the mashed potato!
We have been told by Singapore Airlines Manila which caused most of the above situation and much more we are concerned about, including their handling of legal documentation of this situation -- and we have been told that we may not complain to the corporate offices of Singapore Airlines and that all complaints from the Philippines may only go through the Manila office -- even though it is they we are complaining about.
We notice on the web, that, although Singapore Airlines makes a focus of their very large advertising campaigns that they have great customer service -- on the web it appears that Singapore Airlines is one of the most-complained about airlines. And that much of the complaints involve the airline ignoring their complaint. We have found this to be the case.
And finally after months of trying to get through to them, the Manila office "just to make us go away" offered us four tickets of far far less value than the cost of the package we had bought from them. And then within three weeks of issuing the tickets, they wrote to us that they halved the validity dates of the tickets and other changes which made the tickets virtually worthless. So it seems there is no end to the games they play -- it seems the purpose of the tickets was just to get us to sign a release that we could not understand and which would cause us to shoulder and indemnify the airline for all claims by other parties regarding things like their misrepresenting the hotel.
Beware of Singapore Airlines regarding anything they ask you to sign. We edited what we signed to make sense and they took the form away and put another in front of us which we wrote in tidy letter next to the section we din't understand that we don't understand this -- and they took the form away and put another in front of us and told us not to write anything or the offer would immediately expire. So we signed it with "Under duress and protest" under our signature and they accepted it. We asked them to keep all of the other forms we signed as they directly relate to the situation and their behavior, but they have refused. In fact after we left they made changes to the form we signed not in our presence and then sent us a copy of it as "final".
We have been loyal customers of Singapore Airlines for many years and have even written positive reviews about them and the city of Singapore in the past.
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Myrell
November 13, 2009
unacceptable service
Dear Ma’am/ Sir,
I would like to complain and file a claim for the inconveniences and unprofessional service of Singapore Johannesburg.
We purchased our air return tickets for 4 persons (booking ref: JXZPMH) last 24 June 2009, almost 3months prior to departure date which was on 20 Sept. returning on 17 Oct. Our flights from Johannesburg and Singapore went smooth but the problem arises when we are returning from manila- Johannesburg. I phoned your manila office on 15 Oct. in the morning as would like to reserve my preferred seats, at that time everything was in order and I was advised to go online 48hrs. prior to the departure for check-in. So I went online but couldn’t get access. The following morning I phoned Singapore office again only then I came to know that our booking was suspended by certain Margaret of Galileo in South Africa and I was ask to call back @4pm Manila time to follow up, that was when our ordeal started. They told us that due to agent being defaulter we have to buy another ticket as our return ticket is no longer in effect. We phone our agent so many times and lucky for us that they had a heart to pay the due to your office but even after they had received the payment, I don’t believed that they had extended their service to lessen our inconvenience. That night we thought everything was sorted out and that all I have to do is phone your office in the morning for the seats, but unfortunately nobody picks up the phone even after so many attempts, so we decided to go 3hrs. prior to departure time and we were there on the dot, we were the first in the queue and we end up to be the last passengers to check-in. We were standing there with our 2children right in front of your staff with no place to sit on for almost 3 hours, they couldn’t issue us our boarding passes as we didn’t have a confirmed booking for Singapore-Johannesburg flight and it was fully booked, in fact we been told that we don’t have booking for Manila-Singapore as well it’s just that there were still seats available that’s why they managed to do it then and there, after hours of waiting and so many calls we made to South Africa at our expense, they managed to do something but we still don’t have the confirmed connecting flight to Johannesburg, the confirmed flight they issued us was only for 19 Oct. flight which was more than 24hrs. As we reached Singapore we went to the transfer desk and we been inform that there’s still no seats available for the connecting flight, they gave us choices of either to wait as chance passengers but they told us that our chances was slim because we were looking for 4 seats they even said “it’s a miracle if we get in “ or to take the confirmed flight available which was 19 Oct with no accommodation and not even meals to compensate for the inconveniences, transit hotels cost +/-S$80pp for 6hr block and we can’t even go out of the airport to choose a cheaper hotel as my husband needs a visa. Calculating the amount of unexpected expenses, we opted to be chance passengers and the same time I was also preparing ourselves for the worse scenario of might not be able to get in the connecting flight and that we have to wait for more than 24hrs. so I kept the S$40 voucher which I got from the stop-over package aside (at least that will cover a meal for us) but I wasn’t able to use it and got wasted because they only entertain us after they have closed the check-in counter and by the time they confirmed the seats to us there’s hardly anytime they gave us the boarding passes less than 20mins. and we were told to rush as the boarding lounge will close 10mins. before the flight with almost a mile distance, we were forced to rush with the children on foot as there’s no golf cart around and the lady that assisted us didn’t even had the courtesy to request a lift for us knowing that we are short of time and that there were children with us.
The experience we had travelling with Singapore Air was totally unacceptable!!!. After paying for the full amount 3 months prior to our departure this is what we got extremely bad service and I don’t think your staff had given justice to you Company’s integrity.
1) Granted that the travel agency owed you money, we as the traveler didn’t know anything about it, all we know is that we paid the full due to the agent and that’s it! then why we had to suffer like that, the procedure your office in South Africa took just to get their money back was not fair at all. Why we have to be caught in between, we were already on our way back on a holiday trip why only less than 48hrs of our return flight your office decided to cancel our ticket, we were so helpless as we were away. Your Airline have issued confirmed return tickets to us which I believed and any traveler would agree that it’s your responsibility to have in effect till our return. It even plays on Singapore Air recordings on the phone that” confirmed tickets don’t need to reconfirm” how come in our case you just cancelled it like that, knowing that we have already flew half of the journey and we are away from South Africa. Lucky for us that the agent had the heart to pay, but what if they did not?, how do you expect that the agents will care and pay for they clients, what if they didn’t pay? You expect us to pay and take out such a big amount of cash right away just to save ourselves at the end of our trip, I don’t think you took your clients in consideration while doing all these. I don’t feel your office gave justice the fact that we have chosen to fly with your airline.
2) After you office have received the payment, Why didn’t your company extend effort to make it less in convenient for us? Why we didn’t see any arrangement made knowing that you have cancelled our confirmed schedule? Why we weren’t given a priority? We felt that we were treated like beggars left with no choice but to hear what your representative has to say. We were given a confirmed flight for 19 OCT, 24hrs after or supposed flight with no accommodation and not even meal arrangement. Is these the kind of service you give to your customers? We are Expats here in South Africa and we are frequent flyers of Emirates and Etihad, we travel once or twice a year. We been travelling a lot but we never had such bad experience like this with other airlaines.This is the first time we flew with Singapore Air but after this I’ll think twice flying with Singapore again. It’s the worst ground service we ever had.
3) The Last time I spoke to Ms. Brenda of Singapore Johannesburg office a day after we arrive to complain regarding the bad services and experience we had, she took our details and promised to get back to me but she never did, I even left a message a week after as she wasn’t available even then she never return my call, it’s now almost a month and I haven’t heard anything from your representatives. Is this they way you do cutomer service?
I’m hoping for your kind consideration and prompt action regarding this matter and I’m really looking forward to get some justice for what happened to us.
Thanking you in anticipation.
Yours faithfully,
Myrell G. Wafai
[email protected]
Contact no:+27720482859 |
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