I flew Singapore Airlines SQ 11 from LAX to Narita to Singapore, and returned on SQ 12 from Singapore, to Narita, and then LAX.

1) They did not load enough meals on the SQ 11 out of LAX. I had to have a dinner of 2 rolls and the Ben and Jerry's Ice Cream - no main course, on that 10 1/2 hour leg.

2) The SQ 12 back to the US, the seat back limiters on the row in front of me were not set properly. When the people in front reclined I had less than 4 inches clearance for my nose. The stewardesses had to wake the people up and get them to put their seat backs up so that I could put the tray down for food service. No way I was be able to use the restroom on either leg of that horribly long flight. But no problem. The air conditioning was out!!! Not only was everyone coughing and sneezing, but I was so sweated out and dehydrated that I was able to hold out 10 hours and use the restroom at the airport... on both legs of that overbooked flight.

3) To add insult to injury, when I called in to complain to their customer service, I learn that while I still had "Kris" miles for the my return flight SQ12, the miles for my SQ 11 flight had been removed from their books, and all record of my even being on SQ11 expunged from their computer!

I would like your help on my rights as a consumer in UK against SIA operating in UK, which has unfairly charged me £200.00 for the cancellation of my flight from London to Singapore. I went to the SIA Krisflyer members online website on 20 Jul 2009 for a flight to Singapore on 1 Aug 2009. I paid for the flights using my credit card £947.20. On 22 July 2009, I found out that my girlfriend would not be in Singapore on 1 August 2009 so I went online to cancel the booking. On 28 July, I received an email from SIA that they would refund the fare I paid less cancellation charges of £200.00. I have received the refund less the £200.00 which SIA has insisted they I was bound by their terms and conditions and they were entitled to charge me the £200.00 for cancellation. I would like to know what are my rights as a consumer to recover some of the £200.00 charged as I consider the amount extortionate and unfair. Are such terms and conditions classified as a penalty which I believe is unlawful and voidable in consumer contracts? Also, can I argue that these terms and conditions SIA seeks to rely on are voidable under the Unfair Contract Terms Act and its amendments?
I would really appreciate your help on this as £200.00 is a huge amount for me. Thank you. Michael at [email protected]

I had just had a bad experience with the 24 hours call center with Singapore Airlines. Apparently, they have outsourced their customer service hotline to some company in India. I have to wait a total of 5 days to have my tickets re-issued via the phone/internet. The story goes like this...

I booked 3 tickets, one for myself and 2 for my daughters to fly from SFO to HK. I realised my daughters' last names were missing when I printed out the e-tickets. So I called the hotline number for US and it was re-directed to some company in India. The representative insisted that I made a mistake and insisted that I have to pay US$100 for each name change. I told them their first and middles names were right except missing last names and NO ONE knows if it was a mistake made by me or the system. So anyways, I asked to speak with the supervisor and explained to him that it was a genuine mistake (even if it was by me) and I have no intention to cheat the airline and hope that he can waive the penalty fee. He said he will have to check with the issuing office and he said I have to fax the girls passport to the issuing office. He also said he is unable to commit to anything and I have to wait for 5 days for an answer. Well, of course I won't agree to the 5 days and wonder why it will take so long for them to authorise to re-issue me the tickets. Anyways, I insisted to have the answer on the same day. He called few hours later and said he is unable to waive but he will reduce it to pay$50 per name change. Well, I just wana get it done and over with so I agreed. Well, this time... I have to wait for 24 to 48 hours for the issuing office to call me! Ok I waited for 48 hours, NO CALL. I called them back, and they promised to call me within an hr which they did. A lady left a message on my voice mail because I was attending an event at my daughter's school. So I called their hotline again... (I will have to wait at least 15 mins for a representative). This time she said the lady at the issuing office is on the phone and she will call me back again in 10 mins. Well, she called and left a message before I could pick up the phone. Again... I have to wait a whole 30 mins when i call the hotline to speak to someone and when i managed to talk to her... the ENTIRE computer system is down!!! I was furious and it was late at night and I have to put my kids to sleep! They promised me to call me and email me when i wake up in the morning. Well it was 10am and NOTHING was done as promised. This time, I CALLED the SIngapore hotline instead but still to speak to someone who is also from outsourced company in INDIA. He made me wait for a whole 30 mins again and then said he will liaise with the LA office to issue my tickets. Gosh! He called and we did the entire re-issuing process. He said he will send me an email with the new etickets. He did sent and called me. He sent a total of 6 emails (3 duplicate) with the WRONG NAMES as before!!! Can't believe I m living through this nightmare! He then asked me to hold on and then sent me 6 emails again with the right names! While talking to him to check each e ticket, I rec'd one email (with eticket) with the wrong names! Well... I am speechless. I am glad I did not have a heart attack!

The tickets were finally issued with the right names and lets hope nothing bad will come out again coz my weak heart can't take it.

I would like to say this...SQ being the No. 1 airline in the world has produced such lousy and inefficient service, I m totally disappointed and unexpected. Again... I m exhausted with the frustrations I have been put through. I strongly hope that SQ can look into outsourcing to a company who knows what they are doing!

I hope to lodge a complaint with SQ and not having to talk to the outsourced customer service people from India but they said this is the ONLY hotline I can call for SQ. That means... the entire SQ staff in Singapore were outrun by these people who do not know what they are doing? NO staff in Singapore who can help? They are behind the scene? I just want them to know that they have put their reputation with the hands of a group of untrained, incompetent and inefficient people. Good Luck but they have lost one royal customer here.

T

I booked some tickets from Milan to Singapore several months in advance for an Xmas holdiay for my family. On checking in at Milan airport, I was refused my boarding cards on the basis that I was unable to produce the exact credit used for the orginal purchase. The reason for this is that my bank had issued me with a new card. We were refused boarding and told we had to buy NEW tockets in order to leave as scheduled. When I asked for an explanation I was told it was on their website and it was company policy and I shuold have known better. Not only did it cost me to have the tickets 'changed' the staff were unhelpful and very disinterested.

The only reason for flying with SIA was that they are supposed to be a great airline. Well, they are not. They argue its done for fraud reasons. Well, if they already have my money for 3 months and I am atually the same person that paid for those tockets, what issue is fraud here? In any case, its not for SIA to manage alleged credit card fraud, that's what credit card companies do and why they charge us high %, no?.

As I was paying for the 'new' tickets, I decided to change the return flight to return a few days later. I didn't notice this was not done until I arrived in Singapore, due to the stress of the arguments and lack of concern by SIA. I made many calls only to be refered from one desk to another, after I blew my top, they finally agreed.

If you complain, you will be treated shoddily, your complaint will take months to be responded to and then you will be told more or less 'sorry but those are the rules'. Imagine if you buy a ticket for your son or daughter and they cannot produce the credit card, they will have exactly the same problem. Its not that I'm angry, its that SIA really doesn't give a monkey's and yet they charge exhorbitant prices for an average service and over-priced tickets. I will NEVER use them again.

Be aware, you will get better value for money, much better customer service if you trabel with any other airline, trust me I have travelled nearly all of my life and can tell you this is unacceptable by ANY standards.

September 24, 2008




Customer Services Manager
Singapore Airlines
Changi Airport
Singapore

Baggage Damage and Goods Stolen Report

Dear Sir / Madame

I travelled from Karachi to Dubai on EK 601 on August 16, 2008, Business Class, from Dubai to Singapore on EK404 on August 17, 2008, and final leg of Singapore to Kuala Lumpur on Singapore Airlines Business Class on SQ118 on August 17, 2008. I am also a Gold member of Emirates frequent flyer program SKYWARDS.

When collecting my suitcase ( Tag number EK471777 ) at the KL airport I noticed that t was wrapped in plastic. Initially I thought that since it was raining in Singapore, the airport staff had wrapped my suitcase to save it from the water. However, one of the airline staff asked me to check my bag for abnormality indicating that I had not had it wrapped at the start of my journey.

When he cut the plastic wrap for me my suitcase was in shambles. Its zipper was totally broken. Upon a close inspection of the bag in front of the airline person I informed him of the following items missing from it;

• Sony T-200 Digital Camera
• Prada Shoes – Black
• Barker Shoes – Black

The suitcase was very new and I had purchased it in June 2008 from Malaysia for RM1200. The Sony camera and Prada Shoes were purchased from Singapore for SGD450 and SGD900 respectively. I had bought the Barker shoes from London in April 2008 for GBP200.

A complaint was lodged with Singapore Airlines and a complete explanation was given to them. They gave me a reference number KUL / SQ / 42774 and offered to repair the bag that I refused. I told them to compensate me for the stolen items and have the bag replaced with an equal both quality and cost wise. They took my address and told me to have the bag placed with the reception people for their convenience.

After a few days I received the same bag repaired and left with the reception of my hotel. I called up Singapore Airlines and asked them to have the bag removed and that I wanted an equally good replacement and not the same bag repaired. I also waited for my date of departure to bring this matter to the attention of Emirates and their action.

 
However, on September 21, 2008 I was informed by the Emirates staff at KL airport that it was the responsibility of Singapore Airlines to act on my complaint as they were the last carrier to transport my suitcase to Kuala Lumpur and that I should contact your office.

I am extremely frustrated at the happenings so far as I did not expect this treatment of myself and the luggage from a set of airlines as reputed as Emirates and Singapore Airlines, especially when I am traveling First / Business Class and am a Gold member.

I would appreciate your help in getting compensated for the damage and loss of property.

Looking forward to an early response and settlement.

Regards.




Irfan Zafar
General Manager
Technology Innovation
Sui Southern Gas Company Limited
ST-4/B, Block-14, Sir Shah Suleiman Road
Gulshan-e-Iqbal, Karachi-75300
PAKISTAN

Phone: +92 21 923 1584 Direct
Phone: +92 21 902 1501 Direct
Cell #: + 92 300 201 2051
Fax: +92 21 902 1590

Email: [email protected]