Changi Airport Group
Reviews and Complaints

Hi team,
It's common to experience bad service every now and then, but sometimes it's just no excuse and has to be brought up for review.
TL;DR:

1. Our 1st server Nelly screwed up almost half our order despite confirming and circling each menu item, missing out 3 items, First our special order soup, then we realized 2 more were missing, which needed us to prompt a 2nd time.

2. The 2nd server Ping Hie, noticed the mistake after a while and promptly rectified it

3. The cashier did not double-check and charged us for the special order of soup TWICE

A group of friends and I visited Changi Airport Terminal 3 at Paradise Dynasty on 25th November 2021 between 6:30 pm - 7:45 pm.

It started with us grabbing a queue number for a group of 5 (at 6:15 pm) and also letting them know that we only want to be seated around 15mins from now as we were still waiting for our friends to arrive.

They said no issue, and to return 15mins from now with our group, but when we did, they told us we needed to wait as they did not set up the table for us yet, which was another 10mins of waiting whilst there was no other group of 5 ahead of us, we were the first and next in line since grabbing the queue number.

They then proceeded to bring us to 3 combined tables.. for a group of 5.. meaning someone has to face an empty seat in front of them. I pointed to the 2 empty round tables practically next to us and asked if we could be shifted there, they said it was a blind spot (but after we were seated we could clearly see the entire restaurant and furthermore its was near to the back where staff would drop off dishes. (definitely not a blind spot?)

Raised eyebrows, but no big deal.

It got really unsettling when we were served by their staff Nelly, which listened to our requests for warm water and special order of soup, and forgive our mistake since it was a Chinese restaurant and we've been there MANY times,  we said everything in Mandarin naturally. Nelly gave a questioning look before speaking replying in English acknowledging the order and going through our menu items and even clarifying the special order of soup.
It was then we figured out she isn't Chinese despite looking very convincingly so but made no attempt to let us know so we could very well communicate in English if necessary.

We say around for 20mins or so? Our warm waters were not being served and our order was seemingly not entered since they would have usually brought the confirmation slip over and re-confirm the items with us very quickly.

Our fault as well since we didn't bother to check the slip when it finally did arrive, as we never had a bad experience before there and the shift manager, a tall gentleman, was equally nonchalant in engaging us as he essentially tossed the slip on the table and walked away.

As it turns out our server Nelly left out 3 items, vegetables, beef, and that special order of soup which she personally clarified with my wife while she was circling the menu items in acknowledgment of our order, disappointing.

We flagged this out to her that she forget the soup, and she was confused, and helped enter it, which prompted us to check the slip, and found out she missed our TWO other items. Which brings the question, what was she circling the items for?

Shortly after we believe her colleagues noticed her mistakes and changed her out for a senior server, which was actually very prompt in rectifying the issue, Ping Hie deserves stand-out praise for helping her colleague and ensuring our meal was not delayed further.

Lastly at payment, we were charged for the special order of soup TWICE. Unsure how that happened.
We were rushing to our 8:00pm appointment and missed that out on our end as well.

Would like a refund to the card for that S$3.80++ at the very least.
Cheers

I spotted a man on full PPE outfit inside the MacDonald outlet at Tampines Mart (@St 32) on 23 Oct 2021 at around 6.45pm . As I did not understand why would anyone be wearing this outfit in the public, I therefore confronted him. He told me he was a driver. When I questioned him whether he knew that he was not supposed to wear his PPE out to the public, he kind of gave me a guilty look and returned me an ambiguous reply with something like "just a quick one".
I told him that should not be the way. He should not be taking the risk of the public health just for his own convenient. He should doff his PPE and sanitised himself before exposing himself to the public. He then grabbed the bottom of the PPE outfit while waiting for his order.
I then requested to speak to the outlet manager, the lady at the cashier directed me to another lady. I told her that they should not allow anyone in this PPE outfit to enter the restaurant. My conversation was interrupted by the "driver" and told me he was "only" fetching marine (seamen) and again emphasis that he was not in closed contact with high risk people.
I was speechless for his excuses. Regardless of who were your clients, the reason why he was required to put on PPE during his course of work was because he was in closed contact with high risk (COVID) people. I believe this has been brief to all before they were given the assignment to fetch "special arrival passengers" from airport.
I therefore reminder him that he has breach the SOP of wearing his PPE out to the public, especially in an enclosed aircon restaurant with consumers dinning in (without masks).
The purpose of writing this letter is in hoping that everyone in the public should take vigilant precaution to prevent further spread and even death cases in SG and also be responsible not just to protect ourself, but also every single people you cross path with.
Respective units should give clear instructions and educate their employees or contractors and make sure they understand and comply to the SOP.
There was no entry check when I enter the restaurant. Even if there was, I believe the staff would not know why this man was in this outfit and would still grant him entry. That also explant why the Manger did not request him to leave the restaurant, instead, happily told him that she had instructed her crew to expedite his order when she passed him his food. Oh Yes. My bad. I should just mind my own business, get what I want and leave.
Before sending out this letter, I have gotten few opinions from few of my friends.
Friend A: Mother is a hawker. Bother parents were tested positive recently but not sure how when and where did they got infected. She was upset that this driver was so irresponsible and could not comprehend how did they driver get access into the restaurant.
Friend B: Parents in law were also tested positive and MIL was hospitalised as she was not vaccinated due to health reason. She recon that these are the irresponsible people who trigger the increased of positive cases and death recently.
Friend C: Used to work at the airport to escort seamen from arrival all the way out to the pickup driver. She felt that these drivers are the most innocent people. "They will get fine if they don't wear PPE. They just go out to buy food. Where do u want them to put the PPE after they removed". I was dumbfounded by her reply. I wish she does not have to go through the experience of having someone closed to her tested positive.
Friend D: Just let it go after reminding him not to do it again. He could be the only one in the household putting food on the table, or with senior to take care at home.
Everyone has their different point of view. I respected their opinions. So what if those people who were infected by these irresponsible or negligent people and they too have to put food on the table and may also have elderly to care of?
Thank you for taking time to read this letter.
SG Citizen
Pat

Dear Sir /Madam,

There was an incident happened at Changi Airport Terminal 1 on 3rd October 2021. I am a former Filipino and my husband is a Singaporean.

We have read everything on your website and The Ministry Of Foreign Affairs site before booking our tickets to Cebu, Philippines. We were at Terminal 1 Changi Airport yesterday for our flight (BYJF9A) via scoot from Singapore to Cebu at 10am but we were denied and stopped by the ground staff Mr Glenn De Silva before we could manage to check in because we could not provide them a visa. We gave and showed them my birth Filipino certificate, marriage certificates and my old Philippines passport as well my husband's last year's stamp during 2019 as balikbayan. However, they still denied us entry to check in. Furthermore, the ground staffs Glenn De Silva still do not want to refer to the MFA's and Embassy website while showing it do them.

What we been through with my family in Singapore and Philippines was a nightmare and torture to us. Up until now, I could not accept the fact that we were denied entry even after following the rules stated. I contacted scoot to at least allow me to rebook my ticket as they required me need to get a visa.

I would need your support on this as we have followed the rules stated on your website as a former Filipino. We would be greatly appreciated if you could help us take action against the ground staff as well as a refund from them as my father is in need of critical medical attention.

I look forward to your reply.

Thank you.

14 September 2021 i went to this shop at about 430pm to purchase muchi and ask a fat chubby Philippine service crew can i use my changi evoucher to purchase. She answer me very unwillingly coz i am not using cash to purchase. The muchi i would like to purchase is either i have to wait for 2 hours for her to make a fresh boxes for me or i take from the shelf. So i decided to get all the 3 boxes from the shelf and ask her can she repack and mix the favour for me.. She start scolding me in Philippine.
I don't think her attitude like her can work in a international airport.

Thanks.
Anastacia

I visited Terminal 1 departure hall with my family on 14/9/21 at approximately 10:30pm. There was a huge group of passengers who were waiting to be instructed to enter the departure hall by your on ground staffs, not adherent to safe distancing measures. No proper signages and details were displayed to let us know the procedures and who should be queuing up to enter the departure hall first so as to ensure the safety of everyone on ground. None of your staffs bothered to help out and when we eventually joined the queue trying to check in to the departure hall, we were told off rudely by one of your staff, Adebel Lim who shouted at us telling us not to crowd the area when all we wanted was to find out more information on the what is the process on checking in to the departure hall. I asked for her name and she walked up to me arrogantly pointing to her name tag donned on her uniform. Does your organisation train your staffs to speak in such a manner which reflects badly on your company image? I demand an apology from this staff and I want actions to be taken against her.

Dear who incharge of swab .
I work at airport but i takeing course on 12 to 17 from 830am to 6pm . I already tell my company cerits cisco i have a couse on this time pls dont give swab . But still say will band my pass if i dont go . So now if on leave take course still must run back to do swab we totally dont have personal time . How to do swab if my course full day .
From AvSo Tan beng lay .

My Singaporean wife came on Air India flight landing at 6:15pm. The Driver on the bus was rude in talking to her asking her to go back and that it was common sense! Photo of driver attached.

Such behavior is unacceptable! We are 20 years Solitaire Krisflyer members and very upset bu this behavior.

Passenger Name : Jaina Alok Mishra/ S2694037J
My name : Mishra Alok
NRIC : S2694036B

Please contact me on [protected] asap.

Best regards

Alok

On 18 Nov 2020, when I travelled back to Singapore, one security officer named "FAROOK" was not quite friendly and professional when he conducted his check to me. After that I feedback this by submitting a feedback form to Changi and I received a response from Changi contact centre to clarify certain things. After I reply, it was quite some time they did not get back or update. When I sent an email to check, I was informed that they will reply within a week. However after that it has been 1.5 months that they never provided any updates though I sent a few emails to check in this period. So I am really not sure what and how Changi contact Centre is managing this.

The case reference number based on Changi's email :
Singapore Changi Airport Case # [protected]

My name: Han Yushu
My email: [protected]@yahoo.com

I ordered 2 Airpods Pro @ https://www.getit.changirecommends.com on 4th Dec, 2020. They promise to deliver it within 7-14 business days hoping to received it before 25th Dec. I called their customer service (+65 6701 1185 / +65 8732 4621) multiple times but have to wait for a longer time to have someone assist me as always their line seems busy. After several attempts and waited for someone to accept the call, their customer service just informing me that delivery will get delay every time for another 3 weeks that I waited. Last called them on 22th Dec telling them that I will have to cancel my order and get a refund as they cannot deliver it by 25th Dec. But their cancellation process will also take some time to process within 5-14 business days and have a 5% cancellation fee. Their service is really not acceptable and very inconvenient to the customer. Its a waste of time and money.

Kindly check your staffs/employees credibility. There are more deserving people to choose. I am writing this complain regarding your staff. MARGIE MAGISTRADO. Doing illegal things and extort money from her Singaporean Friend. She is a prostitute. And check her diploma if theres any. Even secondary highscholl she didnt finish it. Only elementary. How come she passed to changis requirements? If that was so easy to hire an illegal person. How come chnagi rated best airline?

Cancelled flight without informing us. Initially told this was because they didn't have our contact information, when we pointed out that they did have our information they then claimed it was because the third party we booked through should have informed us, not them. No apology at any point. Extremely rude staff. Delay of 24 hours until next available flight but we were not given any food or hotel vouchers (despite Thai Lion Air website saying food vouchers will be available if over 6h delay for international flights). The two staff members who we spoke to refused to give their name or to contact a supervisor/manager, instead giving us an email address to contact. Another staff member (who we didn't really speak to) then gave the name of "Rohai Jad". Appalling service, the airline is a disgrace and let's down your otherwise excellent service at the airport. Please contact me with the response you will be taking to deal with this, and to prevent other customers being subjected to this terrible service.

I am from malaysia and i was going to tokyo japan, when i waa going things were smooth i fly to singapore changi airport to transfer my flight no problems there. But as i waa coming back from japan on the way back the captain reported that there was weather and jammed at singapore changi airport and we will be delayed for 30 min-ish after awhile longer another announcement was made and he said that we ll be flying to kuala lumpur first instead... i was abit confused so i asked the if me and my family could board off the plane on kuala lumpur since that was the destination we were heading to anyways.. but sadly they said we cant and that we have to wait till we reach singapore then the airline will sort out the problem there... alright fine we reached singapore quite late and as i boarded off... first off the immigration center the staff and workers were rude, no sign of smiles all i see were frowns and as i went on to pass the immigration line the on my turn first off she took my passport and just threw my tickets out.. then she told me i have to take off my cap and face the camera i couldnt hear her clearly so i asked her again to be sure on where i should be facing she tisked and didnt even answered me. Then since my flight have been changed to 5 am in the morning they prepared us a hotel with "food" provided. Well first off taxi "rude" hate it.. hate it all havent even seen the luggage and started complaining saying cant fit... i said since its only 3 people we can squeeze in the back and place one luggage infront he said nonono and shooed us off. I am a very patient and tolerant person but their attitude is just pushing me againts the edge. We waited for a bigger taxi car and went to the hotel. Reached hotel it was midnight and well i said the airline said "food" provided guess what? No food... took them forever to gave us our rooms for that 3 hr stay and my card didnt even work i couldnt even enter my room and had to wait for them to get me another room! I was tired hungry pissed and im glad i didnt shout at them cuz all hell was gonna be loose. Well as i went back to the airport the taxi driver just unlocked tbe door and i had to carry the luggages its like im paying them while i do their work! I carried out till the last luggage only the driver came out and TOLD me to take the last one out i swear! Then i went in to check in.. i asked one of the workers there where do i check in she replied the best answer i ever heard " i dont know"... i seriously.. even writing this down makes me mad. Please train your staff and manage them properly i can see a staff walking around doing nothing walking like he's drunk i am harshly dissapointed in singapore and it made me reconsider of ever coming herr again. Thank you

Today (8th Jan 2020), while boarding flight SQ968 from Gate F33, Changi airport, post security check of baggage, the person scanning boarding pass for check in asked me to check in my cabin bag. The reason he gave is "flight is full". I hesitated to check in and requested that person to allow me carry my cabin bag with me. Person quickly pasted a sticker on bag and asked me to drop my bag. I was not comfortable since I had my medicines in my cabin bag. In response I asked then to remove sticker and let me take my bag. The security person in response asked me "if you want to do so, you will have to board last". He asked me to wait and took my boarding pass. I didnt think he was serious. But when i noticed my seat is 51K I came back to this guy and asked for my boarding pass. In reponse he started arguing and I started recoding incidence on my phone. I told him I am recording it. Then he became more furious and didnt give me back my boarding pass. In the meanwhile boarding announcement started and I asked him to take note that my seat is at the last and I will have to trouble other passengers to get in. He didnt agree. At last when all passengers had boarded he was still not giving my boarding pass. I rushed to airline crew. Then he forces to delete all recording in my phone through his other colleague. At last that colleague handed over me my boarding pass and I boarded aircraft as last passenger. This was really a harassement by security person. I couldnt read his name because he was not wearing name plate. He was senior of the two people who were scanning the passports. I expect some action in this matter. This was really a torture.

Hi,
I Sandip Sharma, NRIC S7484939C PASSPORT no. E6071895B, a very frequent traveller. I would like to complain about ground staff Chan Kah Wong who harrased me repeatedly for checking in my carryon bag which I proved to him that it was within my allowable limit. I even sharedc with him that I had my laptop and Battery pack so I cant check in. He followed me all the way to the flight and repeatedly kept making comment publicly that I should checkin my bag. My flight no. Was 6E 1215 departed fro T2 gate 34. Please look at cc tv camera as I did oblige to getting my bag checked and he kept harrassing me all the way to the cabin.
I genrally never complain as for 20 yrs I have experienced the very best but this was one of bad experience and I dont want other travellers to ever face the same, and hence would request your immediate action to rectify this kind of experince in future.

I Arumugam Shanmugam and my wife Sethukkarasi Arumugam travelled from SFO to Chennai via Singapore. At Singapore we are supposed to board SQ 8442 on 15 Nov. But the flight was changed to Scoot TR578 . At the Chennai airport we did not receive the 4 baggages [protected], 22, 25 and 26. When we made a complaint at airport we were given property irregularity report but a file reference number was not given.

WE have undergone a huge amount of stress and sleepless nights . When we called the contact number written on the form nobody responded properly. After we called my brother in Singapore he went to airport and enquired SATS and came to know that four baggages were sent to Chennai only on 16 nth night via SQ578. Then we went back to airport yesterday 17/11/2019 at Chennai and collected the 4 baggages after lot of stress.

While we have paid airfare for Singapore airlines, how come our flight was changed to budget career scoot . With the result the baggage was not loaded in our flight in-transit. We seek full refund of SFA - MAA full fare compensation of SQ fare and also compensation for trauma we underwent for 2 days before collection of baggages by us personally from Chennai airport yesterday 17/11/2019 evening .

Flight and passengers details given below

HU, 14 NOV '19 SAN FRANCISCO TO CHENNAI 24h 50m

Singapore Airlines
SQ-31

SFO
SAN FRANCISCO
09:30 hrs, 14 Nov

17h 35m

Economy

SIN
SINGAPORE
19:05 hrs, 15 Nov

Change of Planes. 3h 10m layover in Singapore (SIN)

Singapore Airlines
SQ-8442

SIN
SINGAPORE
22:15 hrs, 15 Nov

4h 5m

Economy

MAA
CHENNAI
23:50 hrs, 15 Nov
Chennai International Airport
Terminal 4

PASSENGER(S) PNR
E-TICKET NO. SEAT
1. Sethukkarasi Arumugam, Adult RBY98D
E-ticket number 618-[protected]-42
2. Arumugam Shanmugam, Adult RBY98D
E- ticket number 618-[protected]-44

Please take note that the carpet is the terminal are v dusty and dirty. It affect my nose allergy
Im a Singaporean i can't see this happening to my own country airport
I suggest if you want to put carpet then yoi need to be maintained well if not it create trouble for you
Or you can look for alternative ways to get rid of the dust in the environment

Need to be clean and disinfectant

Steph Chua