Changi Airport Group
Reviews and Complaints

We arrived at the T2 Changi airport at 1030pm on 30th August 2019 with 5 family members (2 adults and 3 kids) and 2 large suitcases and 4 small suitcases. Thus, the taxi coordinator assigned us to the 7-seater MPV. Upon approaching the driver, it was clear from his attitude and facial expressions that the driver was not happy or even unwilling to take us, even signalling rudely for us to load all the luggages ourselves. After all the luggages were loaded and we got into the car, he approached the passengers side of the car, accusing us of slamming his door and told us to leave his car.

Changi Airport is the gateway for all visitors into Singapore. Is this the welcome that visitors should expect from Singapore?

Vehicle Car Plate No: SHD 2181 G (Toyota Vellfire)
Picture attached of driver in question.

Hi,

I would like to complain on the wifi router which I have reserved and paid for to my trip to Australia.

Upon reaching Melbourne, I switched on the wifi router and it prompted me as no service. This has incovenient me as I have difficulties navigating my way around. I have seek help from the customer service but the response was very slow and has yet to rectify my issues. I am very disappointed as the customer service should be able to help me instead of prompting me to wait and try solutions which did not work out. By the way, I am still waiting for their reply till now, 1 day after I have landed Melbourne.

This unfortunate incident has dissapoint me and lost my trust in this service.

Would greatly appreciate someone could help and response to my issue a.s.a.p. This has definitely ruin my holiday experience.

Please kindly reach me at [protected]@hotmail.com

My reservation number : B992842

Best regards,
Muhammad Hazlami

I have travelled from Cochin to Singapore and return in May 2019 by Malaysian Airlines. My luggage got delayed by more than 12 hours on the onward journey and the lock of the luggage was damaged. On my return journey the handle of the luggage got damaged. I have been following up with the Baggage services of the Changi airport and Malaysian Airlines for a compensation. But there is no response even after 3 months.

Kindly help

To whom it may concerns,
I feel really disappointed today. So i just want to shout out and hopefully someone could hear me. The situation is,
Everyone following the steps well when we needed to be check before boarding at the Gate. We all accepted the security check.
This indian staff keep scolding at peoples all the time. You know i think we can pursue our duty well without having a bad manner or tamper.
Using loud voice with improper manner toward passengers. Some of them were seniority.
I didnt see any point of he need to do such thing. why he behave like a trashy here. We passenger also want the secure system we cares the staff and understand they would follow their duty.

I told him please lower down your voice.
He turned back and scold to my face. Cannot i m normally talks like this.!

But this is not your home. This is the airport we claimed to gain most score on passenger experiences. Or do i miss something here?
( i didn't say a word) i just walked away and let him be.

Best Regards,

We feel very cheated by a taxi and Singapore attraction ticket purchase counter at the arrival hall of Changi terminal 3. We were told by the ticket stand that it can book a taxi for us cheaper than regular metered taxi. After payment we were given a car registration number and were told to board taxi at B1 door 2. After boarding the taxi, we realised that it's a Grab car taxi service and the price paid is 40% more than the Grab car fare to our destination. Later our friends told us that we have paid an exorbitant price for the taxi and a regular metered taxi is cheaper than what we paid. The licence of the ticket and taxi booking stand should be revoked by the airport authority as it's an outright tourist scam for taxi booking .

Dear Changi Group,

My flight SL105 Sin-DMK time 6:25pm 28/7/2019
I'm coming to gate A3 for early boarding pass because I'm just got an accident from Lion Air counter then I've fresh wound on my ankle so, I need to rest at the gate as check on LCD board that my gate is A3 so I'm go inside the gate.
The staff talk to me with non service mine twice and ask me to go out & double check my gate again as I already tell him I had check my gate also I'd pain my ankle & want to sit first.
He's doesn't understand customer at all and my feeling that I was get harassment from this guy as a Changi Staff and really uncomfortable.
If your company need to improve the service level to be an international airport in SA maybe you need to solve from your staff mindset & service mind first.

Regards,
Tiwawan S.

- As a Changi frequent flier, I ve encountered a lot more inconsistencies lately between T1, 2, 3 and 4.
For instance, when u print boarding pass at kiosk, just 1 flier could go ahead to do it. On the other hand, when you are manually go to the check-in counter, all fliers have to be present in order to get boarding passes. Therefore, lines are unusually long and unnecessary for fliers without check-in luggage.
Furthermore, between T1, 2, 3 and 4, some terminals are with kiosks and a few are without kiosks.
- Most of times when my wife and I go through departure clearance gate wearing casual clothes and carrying just gym bags, we almost 80-100% without a doubt get 'randomly' checked. And we see similar scene with other fliers with similar 'PROFILE'.
The word random has a very vague meaning in all this shenanigans.

We would expect this issue at any other countries we've travelled where the airports would consistently disappoint most fliers. But Singapore Changi?

At the scanner for departure, the man responsible for guiding the people was aggressive and grabbing our hands at the scanner. He could simple point or explain. But he was aggressive even hurting me. Please do something about this as it is unacceptable for him to lay a hand on me. This is supposedly the best airport on earth. Other airports don't do this. There wasn't even a long queue and i didn't spend a minute there so he had NO right to be like this.

The flight of MI238 on 21 July 2019 had been delayed for over 40 minutes and the boarding staff at gate F35, ms. Christy Lim was very rude shouting at passengers queuing to her turn to board the plane: 😡"can't you see the monitor!...Step aside!". The reputation of Changi Airport for one of the best airport is tarnished by this ruthless staff.

I am a frequent traveller who recently encountered a ridiculous episode with Changi Airport security. Not only was the Airport Security supervisor incompetent, he was ignorant, stubborn and irresponsible with very poor customer service. I could not recall his name, but vaguely I think he was "Imran". I was utterly disappointed with the handling of the situation that caused my missing of my flight. I was also disappointed with SQ for not being compassionate for my case. The various functions were pointing to each other, leading me confused and distressed.

On 7 Jul 2019, I was refused to board SQ868 bound for Hong Kong leaving 7:55pm. At 7:30pm, I was held at Gate A21 by Airport Security officers 25 min before departure. I was stopped because none of the security officers could recognize the anti-static device keychains which they claimed "shaped like bullet". I have travelled with this device on many SQ and international flights and was never stopped. Where is the consistency? Despite my showing the security officer the picture of the device (see attachement) from Lazada website

https://www.lazada.sg/products/pl-blue-anti-static-car-key-rings-car-styling-automobiles-accessories-keychains-interior-accessories-i323674961-s661504184.html?spm=a2o42.searchlist.list.57.721ace66QynYZF&search=1

and suggesting to leave the device with the security so I could board the plane to be at an important meeting the following day in Hong Kong, the security supervisor refused and activated the state police at 7:44pm. I asked who would be responsible if I missed my flight, the security officer irresponsibly said "You ask the state police".

The state police did not show up until 8:10pm, by which time flight SQ868 had departed. Within minutes, the state police cleared the key chains safe and said the device did not even resemble a bullet. When I asked about who was responsible for my flight, the state police pointed back to the Airport Security Supervisor, who again conveniently instructed me to go to the Transfer desk which was a distant away from Gate A21.

After walking a few hundred meters to the transfer desk, the SQ agent said I had to incur SGD$136 to change my flight to the next available flight, at MY expense. SQ had no compassion at all to waive the tranfer fee even having understood the situation how I was not allowed to board. For a world class airline, this was unexpected. I asked if SQ could cover the ticket for me to hop on a Cathay Pacific flight which would leave on 8 Jul 1:20am, and SQ agent said they only handle SQ flights. What a disappointment.

I was left to handle the financial damage, emotional stress and anxiety, and messy situation all by myself due to an incompetent Airport Security who made a terribly WRONG judgement on a completely harmless device. There was a lack of compassion where nobody cares for the passenger. Isn't Changi Airport and Singapore Airlines a world class airport and airline?

Apart for emotional stress and anxiety during that period of missing my flight, the damage I incurred were
1) SGD $136 to reticket my flight to the next day flight.
2) SGD $29 for taxi from airport to home
3) SGD $17 for taxi from home to airport the following morning.
4) SGD $348+ tax for wasting 1 night stay at Intercontinental Hong Kong, Total more than SGD $530
5) Most importantly, I missed meeting my CEO on Monday morning, on 8 July 2019

My complaints
1) I am complaining about the IGNORANT, INCOMPETENT security supervisor who INTENTIONALLY ignored my constructive suggestions and caused UNNECESSARY delay. I am holding the Airport Security supervisor accountable for my missing of flight and the financial damage above. He could have prevented the whole incident.
2) I am complaining about SQ having no compassion to waive the fees nor covering my ticket for the Cathay Pacific flight, for a fault not due to me.
3) Should there be other options, or quicker response for state police to attend to passenger to catch the flight ?
4) What is the contingency plan, recourse and follow up, if the held-up is no fault of the passenger but the airport staff ? The passenger get pushed around, with no help with the mistake is at the security? It seemed to me that the Security supervisor assumed that his work is done once he escalated to state police? I seriously doubt he is suited to perform his job role.

I would like Changi Airport Group's relevant authority to investigate and respond to my complaint. This is important for Singapore to continue to uphold the reputation as a world class airport supported by dedicated and competent staff. It is critical to have properly trained and updated security team and to improve the response time with technology to review the item if the State police cannot respond in time at the gate. I hope my super bad experience will not be repeated with other innocent travellers.

I await your kind reply.

Thank you.

Tay Soon Lai, Alex
Contact Number +[protected]

I was panning to return to Sri Lanka after a short shopping spree and a holiday on the 30th night 10.20 pm Singapore SQ468Flight to Colombo. My 14 year old son was hold at the security after he put a ornamental key chain to the tray. He bought it at the the Bugis Street Market just for Fifteen Singopore dollars. It was a obvious small Hour glass in a peuter or plastic case. Unfortunately the case had a shape of a bullet. The security staff at the counter was very rude and called the senior security supervisor. She took more than 20 mins to arrive. Then she checked the key chain and argued with the junior staff in Tamil language we could follow that she was calling the police. Police took lot of more time to come. However they were nice but took time to fill their documents. Then the boarding crew inform us that the flight is leaving.
We missed the flight and had to book another flight for me and my teenage son on the 1st of July 2019. As a result I loss one of my working day and bear up more than $ 1000 additional expenses for hotels and rescheduling flights.

Please investigate this unprofessional behavior and arrange to compensate my lossess.

Regards

Dr.Kapila Ranasinghe

[protected]@yahoo.co.uk

We asked assistance to one of the attendees from the cebu pacific booth regarding our check in baggages. We wanted to know where to put the stickers and how to put them in our baggages. She then hurried up and made us run to the baggage counter to put our baggages, like we were about to be late even though we are 4 hours early. She was yelling on the steps on what to do like we're training in the army like wtf? Are you the one whos gonna be late for the flight?

We have check in baggages for 80 kilos maximum but we did not know that every time there are grams overlapping per kilo it would be estimated to one kilo. Our baggages was perfectly fit for 80 kilos but each bag was not on the exact flat weight. She did not inform us until the baggages were checked in and we were on our last baggage. So now we had the problem of excess baggage even though we could have repacked our things to reach the flat 80 kilos, only if she told us beforehand instead of making us procrastinate we wouldn't have this issue. She immediately took off and run away without notice when she realized her mistake without even saying sorry. This made us realize how bad singaporeans accommodate people in the airport.

The only person who helped us was a Filipino attendee from the cebu pacific booth. She explained to us properly the things to know slowly and accurately. She also assisted us in what to do and how to balance the weight of the packages to fix the issue. Unlike the singaporean lady attendee from cebu pacific, who ran away like an idiot and just stood on the distance with her mouth open looking dumb, without making us procrastinate and run like hell and gave us a problem without letting us know beforehand regarding the baggages weight.

I hate to say this but I like the place here at singapore. Also the airport looks great, the only problem is how the staffs and attendees accomodate people and how bad the customer service is on this place. This is so far the worst airport I've been to on all the countries I visited.

Dear Sir/Madam,

I would like to file a complaint about a service staff who is in charge of China Southern Airline check-in on July 7th in Terminal 1. I was not able to acquire his name. Here is a description of him: a mid-age male with baldness at the top of the head. The other stuff appointed him as the highest rank person in charge.

The service staff is extremely rude and arrogant towards Chinese passengers. Not only did he automatically assume everyone cannot speak or understand English but also threatened customers who try to clarify ticket confusions. A Chinese passenger tried to correct a spelling mistake of the printed name. The service staff treated the passenger as if the passenger is mentally retarded. Another Chinese passenger tried to explain that she forgot to declare the student status and acquired the additional luggage status. The service staff brushed her off with extreme rudeness and contempt.

Changi airport has always been famous for its excellent service. I could not have imagined the impression this staff has left for all the Chinese passengers about Singapore. It would be an absolute shame that the friendly image of Singapore is jarred by one racist service staff. I sincerely hope the staff would get a rectification about his attitude.

Sincerely.

I was at A18 at 11:00pm when a Changi Airport staff started approaching passengers to do a survey. This lady in particular approached a passenger who was seated next to me and I must say I am extremely appalled by the fact of how she approach the passenger to do the survey.

The passenger didn't really understood Some survey questions but instead of showing empathy, the staff started being demanding, aggressive and using words like "I am working in this line for many years, you listen to me, stop arguing" when the passenger was merely trying to clarify more about the survey questions.

I don't think that's the right way she should have come across asking the passenger to do the survey. She then asked my husband who was seated opposite her to do her survey to which my husband replied that he is not willing to do so as he doesn't like how she is approaching others to do the survey. She clarified that the lady didn't understand and was afraid the survey will be done wrongly but my husband clarified that the lady is not obliged to do the survey and the way she is portraying herself is wrong.

As a Singaporean, I am extremely disappointed to see this.

Please do something.

Dear Changi Airport

I have to shared my experience when i travel from Jakarta to Cebu Philippines by Scoot. From the policy for liquid you mentioned not more than 100ml. That time i was brought squid pack bottle 235gr. which's not liquid also mentioned gram not ml. One of your staff in boarding gate took and throw to the bins. So many effort to brought because we have to buy from other city in Indonesia then throw easly to the bins. I really upset for this.

Hi Changi, I wish to provide my displeasure with one of your female staff at Changi airport Terminal 3 Taxi attendant on 4th July around 7:10pm Singapore time.
I entered the taxi waiting area wrongly as I did not see the sign as I am waiting for my grab driver .

Not only she didn't help but exclaimed uncouth manner in mandarin " I was visually impaired and how could i missed the sign ?"

May I ask how is this beneficial to our country and as front line to visitors ?
Such unruly and uncouth attitude is your pride in staff selection ?

My email isbeilin.[protected]@gmail.com, I want an decent explanation.

Thank you

Peggy

I checked in at Changi Airport Terminal 2 Line 10 scoot airlines checkin counter @ 29th Jun @TR904. My boarding pass printed correctly but the luggage tag given to me was totally another person name and another person flight details.

My luggage lost when I reached my destination and I contacted scoot airlines sg number for 4 hours only manage to make a report unfortunately they have no clue what's happening.

I hope to remind everyone to check your boarding pass and luggage tagging when you checkin at the counter line 10.

I have feedback to Feedback Changi and hope the team can help on this case. Thanks

Incident happened on 25/June/2019.

I was booked on MI 341 Kul - Sin, 9.45pm, transit at Changi to Melbourne
Sin - Mel SQ 237 departure 12.25 am

MI 341 was delayed and only touched down at 12.00 midnight. Only managed to deplane at 12.10am. Mad rush to departure gate A14, T3 to be told that i was taken off the flight. Told to go to Transfer Desk A to rebook my flight. When i got there Desk A was not staffed and found out it was closed.

Then made my way to Transfer Desk B and saw a queue of about 15 long. Unfortunately i was second last in line. The time was about 12.45am, 25/6.
There was 6 people working at the counter and the queue don't move at all.
Worse still at 3.00am, 3 of the staff knocked off leaving 3 behind. To cut a long story short i was finally attended to at 5.00am.

I have to stand there in a queue for 5 hours before i was attended to. No one offered any information or help. Nothing to sit on. No drink of water or anything. How do you justify making a customer stand for 5 HOURS before getting attended to. Come on Changi management, you can do better than that. This is very poor management.

I am very disappointed and angry with the way this situation was handled. I am 73 years old and if i was not fit, i could have died there waiting to be served.
Credit and praise to the 3 remaining girls who struggled on.

I just had a bad encounter with one rude lady immigration officer at Changi airport arrival gate. I am a Singapore residence working under S-pass and have been in Singapore for about 8 years but I am a foreigner. On 16.06.2019, I came back from Phuket and proceed to the arrival counter around 12:45pm To 1:30PM. I am planning to use the self-machine for the arrival process into Singapore. The self-machine asked me to proceed to the manual counter. So approach to the nearest manual counter where this rude immigration officer station at. She sits at the nearest counter righte beside self-machine, she is not an old lady I don't know her nationality but I confirm she is not a chinese. The CCTV footage will show it clearly, I am the one wearing cap, black T-shirt and yellow stripe pant.
Firstly, I put my passport on her counter and I realized her face was very upset seeing me and I doubt myself that did I come to the wrong counter or may be this is not the counter for the arrival process. But she didn't say anything. So I waited. She looked at my passport and asked me whether I am residence? I said Yes and waited. Then she said "where is your residence pass?" Her voice was angry. I gave her my S-pass. Then she said something to do with a little screen near me. I thought some kind of instruction for finger print but I didn't hear her instruction. So I waited. I turned the other side and do her paper work and she turn back at me with very black face. I was about to ask what should I do next. Then she starts shouting "Two Thumb, Two Thumb". Then I told her. "Ok. I did not hear what you said and can you say it clearly?" And she was very angry. She shouted and said "Ok. You get lost, I will not clear you today. Go to the other counter" She shouted and put my passport on her counter. At that time I was very angry I think everyone looked at us. I took my passport and went to the other counter and the process is quite smooth. Why she has to be so rude? Is it because I am a foreigner? I thought Singapore is multicultural country? And why is that one of this country‘s government staff treated like I am a doormat? I thought arrival clearing is supposed to be her job, am I wrong? I was so angry but I scared. So I didn't reply her. Who knows what sort of unnecessary action she could have taken to give me a hard time looking at the way she is? She was angry since I approach the counter. I understand everybody has a sad day once. But she doesn't have to show it on me just because she was sad and just because she has authority to do so as an immigration officer.
I hope the authority can educate this angry lady through vigorous trainings so she would be a more reasonable immigration officer, not to mention more welcome. Please do something about this. Do tell me how you'd feel if it happened to yourself?

Date of Incident: 30 May 2019
Location: Shilla C&P

Witnessed an incident while waiting to make payment. The cashier was ranting throughout the incident about her colleague making a refund and adding more items to the purchases. She was complaining throughout the transaction while her colleague was apologising profusely to her. She did not stop and show any empathy at all, her poor colleague was feeling guilty for making the mistake, but she simply exaggerated that adding the purchases made her busy throughout the day. Her abusive behaviour is a total turn off and bad customer service (though in this case the customer is her own co-worker) and with so many customers witnessing the incident, that didn't reflect well for the company at all let alone Singapore Changi Airport.