Changi Airport Group
Reviews and Complaints

Good morning. My sister and I just saw my mother off at Terminal 2. She is 85 years old and illiterate and travelling alone. Hence, we were worried that she could get to the gate on her own, etc. At the door, where the passengers have to show passport and boarding pass before entering the passport clearance section, we each gave her a last hug, while a young female immigration officer was checking her passport and boarding pass. The officer then told us rudely to move along saying that there were people behind us. When I told her that we were just giving hugs, she went on to say that we should have done that before. The hugs took no more than a few seconds and I was shocked at how rude and non empathetic she was. We stood to the side to watch our mom go through passport clearance and she again rudely told us to move away. We were not blocking anyone.
I am shocked and angered at her attitude and her non empathetic nature. The hugs only took a few seconds and no one behind my mother looked like they were in any rush nor did anyone complain. The only person who had trouble with this was the officer. I later went back to look at her badge. Her name is Shyana Carolina and this was around 11am when this happened.
I understand that her work may be stressful (at 11 in the morning) but she can learn some manners and empathy. I travel a lot and I know when a person is blocking ‘traffic' or not, and we were not. I am not impressed with her attitude and training at all. Also, even if she feels that we were blocking, she could choose a more polite way to let us know.

It is stated clearly that no sitting on the ledge is allowed, but this kid, whom I think is old enough to read the label since he has no issue taking photos & uploading it to Instagram, is sitting on the ledge as if it's his house. He even walked on it & the ledge even bent, not able to take this weight. What's more, he left his tissue after using.

Hi, I'm Amirah.
I just went back to Malaysia from Singapore 2 days ago (Thursday). My flight is AK714 departed at 4.10 PM.
The thing I want to complain is how can a passenger beside me who is a Singaporean had a fingernail clipper on a plane? A FINGERNAILS CLIPPER IS CONSIDERED AS ONE OF THE PROHIBITED ITEMS, RIGHT?
How can he passed from security with that clipper? He even clipped his fingernails on the plane. I can't take a picture as I was on the plane and I followed the rules.
I'm so furious. My face wash which is more than 100g is being taken by the security but why not the man's fingernails clipper? Is it because I'm a Malaysian (Malay) and he's a Singaporean (Chinese)? This is an unfair treatment and totally racist! One of the security officers also was so rude to my friend during security check.
I need a full explanation and action on this, please. I really hope you guys take action regarding this matter.

Reference:
Early Check-In Lounge in Changi International Airport Terminal 1
Date: 1 Oct 2018
Time: Approximately 9:05am
Service Ticket No: G8000
Check-In for Qantas Flight QF002

Complaint: Service person (female) serving at counter of the early check-in lounge in Terminal 1

Details of Complaint:
The female person manner was sulky and rude. She was having a personal conversation with a co-worker all the time while conducting my check-in. She was most unhelpful in answering my query and appeared irritated by it.

This service person has no concept of good customer service and should not be serving in that position.

Note: The early-in lounge was empty at the time. There were four staffs in there and I and my wife were the only people requiring service.

We're travelers from Manila, Philippines and our departure is today, October 2, 2018 and time 7:45pm, we got an early check-in as the travelers for an international flight must do, which is to be 2-3 hours before their travel time. Our flight PR512 is on gate D48 and as we are waiting inside the lobby at 6pm, a group of employees approached us telling us "how did you get here?" making us feel like gate crashers.

Further, we were ask by the said staff to go outside and leave the vicinity and just wait outside instead because Philippine Airlines is 1 hour delayed. We were astonished as we heard about it while there is no advisory from the Philippines nor announcement from Changi about the said delay.

Moreover, kindly enlighten us about this actions if this should be done to all passengers and guests of Singapore.

Thank you

Albert Casihan

Date: Sun 30 Sep 2018
Flight: 5:55pm / 17:55 3K669JetstarAsia Singapore to Kuala Lumpur

I was very unhappy with the service of Jetstar personnel at Terminal 1, Singapore Changi airport on the above mentioned date and time.

I had checked in online, but had not printed my boarding pass. I tried a few times to print the boarding pass at the machines, but could not. There were at least 10 Jetstar staff hanging around the machines. They seemed to be more interested in chatting with themselves . I approached one of them. She directed me to the manual check in counter without really listening to my problem. The check in counter was very long. I waited for about 20 minutes then I called out to a senior looking gentleman. I asked him if he was a Jetstar staff. he said yes but please hold on. He was continuously at the counters supervising but didn't get back to me. I saw him helping out a Caucasian couple with great enthusiasm. I called out another female staff passing by . She just brushed me off. Half an hour had passed. Both of them didn't even want to hear me out. I saw another staff allowing another Caucasian couple to cut queue and check in before all of us who were waiting. When I reached the check in counter after a long wait, there was no greeting, just a very curt tone.

I have taken Jetstar many times and was so shocked that this can happen at Singapore. The service on board is excellent, but the ground service that day was terrible.

I do hope you will tell your staff to be more polite and sensitive. All I needed was to print my boarding pass. It took two minutes. Your check in counter girls also need to greet customers.

I am sorry I don't mean to be racist but as I mentioned earlier there seemed to be some favoring towards certain race. This is my personal view.

Thank you very much.

Hoori Shewakram Budhrani

Hi There,
I have use the kiosk service for limo taxi at T2 airport on Sep 21 evening. The teller assist me to make $8 deposit via credit card at the kiosk. 1st attempt was unsuccessful so she try again the 2nd time. Today, I check my internet banking and surprise to see it was charge 2 times. So can I request for the additional $8 to be refund?

From:
Wei Li Wey

I am complaining about the Customer Service staff from information desk infront of Victoria Secret shop at Terminal 2 dated 23rd of September 2018, around 10 mins before 6pm . I am asking for a help to page the customer/passenger that have left his iphone from our shop, explaining that the said passenger was already in boarding that time and the gate is closing. As I am thinking it's an urgent matter I asked to page the customer but since I don't have the customer's name, only I have is the gate number, Customer service staff says she can't do it and told me "unless you run" to the gate. In my deeply concern to the customer that might leave without his phone I quickly turned towards the direction of the said gate, but before I left I heard very clearly from the customer service staff the word "crazy" and laughs . Being a customer service representative it is not appropriate to use that kind of word and she have to realize that her duty is to help people inside the terminal, not to make fun for someone who is asking for a help. I am still hurt and feel bullied from the word that she said.

I hope this scenario will not happen again not only to me but also for all the sales staff who will ask for a help.

Thank you .

While on transit at Singapore airport, I was approached by an elderly lady asking to help her with her wifi connection. I tried helping her but it was unsuccessful so I brought her to the information counter to get her the wifi. I was very disappointed with the way the lady at the counter handled the whole situation. She was rude, refused to smile or even look at our faces while handling our issue. I experienced another incident on 13 September 2018 while entering the gate for our fight SQ116 to KL. The lady checking our passports and boarding pass was rude and I have observed that the treatment had been pretty selective to certain races. She seemed too impatient to wait for me to take out my boarding pass, and rudely demanded for it even before i could remove it from bag. This is obviously not an isolated case . Fine, world class technology means nothing if we have third class mentality. Really hope Singapore airlines and Singapore airport could up their game in regards to this.

Dear Sir/Madam

I am working at Changi Airport terminal 3, Shilla Duty Free shop. I recently had food poisoning after having breakfast at the Tip Top stall, at terminal 3 transit area. I bought
Mee hoon with fishcake from the Tip Top stall at 5:40 am. The food did not taste fresh. After 2 hours, i vomited a few times, had stomach ache and had diarrhea at my workplace.I then visited the Raffles Clinic at Changi Airport. The doctor referred me to Changi Hospital. I was taken by the ambulance to Changi Hospital. The hospital doctor said that I had food poisoning and was given 3 days medical leave.

A few days ago, I saw the same helper in the stall having runing nose and serving customers food without putting on a mask. It seems that the stall sell food that are not fresh and the helpers serving food are not hygienic.

T
o prevent customers from food poisoning, please ensure that the stall take preventive measures to serve fresh food.

15th August 2018 / 1am
I wasn't able to claim my cabin luggage on the baggage belt 35 at terminal 2 thinking that it was taken wrongly by the other passenger so I've waited for an hour without any sign of help from the staff there. I reported it in the lost and found counter. The lady staff never showed any sign of help. She told me to wait for their call within 24 hours and that's all. I called so may times today and said that they cannot do anything until the person returns it and wait for their call not knowing that it was just in the unclaimed baggage area when i called again. If i didn't call, how would I know?. NO SIGN OF URGENCY.! How can the staff put in the unclaimed baggage area when i was still there waiting?! Now I need to go there, waste money for the fare to collect my luggage that was not even my fault in the first place! They didn't make efforts to atleast find it first. DISSAPOINTED. What a service.

During airport check in on 30th July, 2+pm, Mr Roslan, the airport security officer stopped my bag at the X-ray scanner. His attitude was rude; firstly my bag after came out from the scanner was very near to him and out of reach from my side; when I requested him to help bring my bag nearer so that I could reach, he reluctantly did so. His suspect was my empty flask; but upon finding that my flask was empty, he was unsatisfied and continue to check my toiletries one by one with arrogant attitude, purposely check in slow motion and even hold each item high and making fun with smile on his face saying this one is ok... but that one is not...
After a while, he kept away 2 of my toiletries, saying that the bottles were "oversized" - my reasoning to him was that the content in both bottles were less than 100ml and obviously both bottles were used before and could be seen from the appearance that the bottle already used until dented and they were light in weight; and for what reason was he keeping away the bottles. Without further check on the content, he just kept saying that the bottles were oversized. Subsequently, I asked his reporting in charge about to the guideline of the 100ml and his reporting upon trying to defend Mr Roslan said that the guideline is referring to the bottle size not the 100ml - I was shocked to hear this; how can a world class airport has such a "foolish" inspection procedure - where all the while people are talking about the content of 100ml regardless of bottle size; how can airport security responded that they only looked at the bottle size and not the content where the content was obviously less than 100ml? I was very upset with both Mr Roslan and his reporting. While we are leaving, Mr Roslan was smiling arrogantly - I believe the CCTV should be able to capture his attitude and face expression. I was very upset that we have such security officer and felt shameful as a Singaporean; we claim our airport to be first class and yet having such poor attitude in the security officer that we are engaging in the service.

Officer In-charge
Singapore Changi Airport
Terminal 1

Dear Ma'am/ Sir,

Greetings of peace!

This letter was made regarding my complaint yesterday 06/08/2018 at around 7:30PM at terminal 1 arrival area.

I am a S-Pass holder since September 2017 from the Philippines. I worked as a staff nurse at one of the private and prestigious hospital here in Singapore. Hence, I went back home often as I could just to be with my family in the Philippines. However, recently 06/08/2018 around 7PM plus, I was waiting for my luggage at counter 21. As I about to exit, the custom officer asked me to xray my bag. Without further ado, I put all my 3 bags on the scanner machine and I waited on the area where I can pick them up my red luggage, strips bag and pink addidas backpack after scanning. Then uncle (other passenger) asked me if the pink addidas bag was mine and I said yes. I thought he will get it but then his bag came out and then it was stucked. We called the attention of the lady officer to stopped the scanning for awhile. We informed her that my bag was stucked. She helped us. When we're about to remove my bag, the guy officer press the machine and my bag stucked totally. Then when we finally removed it, I noticed that my bag was broken. I feel humiliated, upset and a bit angry. In the meantime, I called the attention of the lady officer. At first she snobbed me then I called her again just to inform her that my bag was broken. Then she called the guy officer and let me explained on the incident. Meanwhile, he asked me to go with him to the custom and I explained everything. They asked me to let them see my passport and pass. I handed over to them. I am really upset because I just came back, tired and exhausted. That time, I am rushing to attend some important matters. They just informed me that they will contact me once they reviewed the cctv. I gave them my contact number and email address. Furthermore, until now, I did not receive any feedback from them about the incident. Also they never informed me to write a letter of complain or make a report regarding the incident. I am hopeful that everything will be settled and will address my complain accordingly.

Thank you very much for your kind and consideration.
Attached herewith is my contacts: hand phone and email address

Respectfully Yours,

Villaseñor, Krisanta Manuel
S-pass number: G3401319K
Passport number: P1407135A
Email address: [protected]@gmail.com

Hai. Yesterday July 30 around 5pm i went to iShop changi counter to check regarding my changi reward application on the phone is not working well. It has been forever since this couldn't be fix through my phone apps. Hard for me to redeem my points via apps. This one customer service girl in the counter seems not interested to serves me and at one point ignoring me cause she might taught its a simple issue. I get really annoyed with her until i say "hellooo anyone" until this one guy approached me. The issue here is the attitude that she gave me very unacceptable. Just if she did the same attitude to other customer. Just saying. Towards the end of the day, my problem still cannot be fixed and i need to drop my issue to the customer service site through internet.

I have lived in Singapore close to 20 years now and have never had an issue with the airport or it's staff. However the attitude of one immigration officer was very concerning. What was concerning was he picked specifically on us due to some personal biases (I suspect our nationality had something to do with it, we are PRs and officer was actually from the same ethnic background as us).

He was very pleasant to people who went in before and after us (different nationalities of course) and I could see them smiling and laughing. We did absolutely nothing to provoke him and kept quiet when he was outright rude to us so as to not create a scene. Airport immigration really needs to train their immigration officers to not bring their personal biases to work!

He was rude in everything he said right - the tone he used to ask us to move left/right, saying "you need to submit your passports together, are you coming in together or not" (I went in with my kid). He didn't say whose thumb print he wanted to scan (normally office say who's passport they are checking) and when I asked him he says "who's photo is displayed there". It's not my job to know the immigration process inside out and when I'm asking politely, his job is to explain (and not talk in a condescending tone). Really disgusted to know such people exist.

It is my standard procedure. I scan all my carry on at the x-ray machine before i go through immigration. This to ensure i did not place wrong thing in my carry on.
Today, at the gate. They discover my swiss tool set which i place wrongly.
Why the x-ray before immigration did not see it. What is the proper for Changi airport to have the x-ray machine

Hi recently went to itacho sushi and i was not impress with their service at all. Maybe because im a staff i guess? They got my orders wrong at first because the wrong items was delivered to my table and when i double check my slip, they missed out another item too. And the thing was that none of them are being apologetic at all. They simply just walked away after updating the orders. Im a retail service staff at the airport too and i dont think thats service to me at all. Im not the type to actually write a complain but i was really left unimpress by this.

Unfriendly driver. No manner and very rude. I took this taxi 7 seater from changi airport terminal 2 and the driver is chinese driver.The way he spoke to ask the location is very damn rude. Next trip I won't take this driver vehicle n hope will not get this driver again. Please kindly advised the driver to take up customer service course how to talk to passenger in proper manners.

1) On 20 May 2018, around 9:25pm, I was dropping off my passenger at T3, gate 2 departure hall.
2) As my passenger was alighting, suddenly someone shined a super bright (very high lumen), flashing white lights straight & direcgt into my eyes.
3) I was shocked and literally blinded for 2seconds.
4) After composing myself myself, I saw this guard who has flashing the touch light in his hands just walked passed my car SBU121A.
5) I came down from my car and chased after him to get his name for this feedback.
6) He told me he is Ahmad (9754705).
7) Is this the standard operating procedure for changi airport guards to directly shine flashing high lumen white lights into the eyes of drivers?
8) What is the purpose for this? To temporary "blind"the driver during drop off?
9) Is this not dangerous? As all this while, my car engine is on.
10) Is the drop off area not bright enough for the guard to see that passengers are alighting and driver is inside the car?
11) Honestly, I think that your guard is just playing with his high lumen flashing white touch lights without regard to the safety of other drivers on the road.
12) He is abusing his position or role of a traffic warden.
13) May I respectfully request that you look into this matter seriously and help to clarify my concern.

Thank you
Wong Siok Ee ([protected])
Email: [protected]@gmail.com

I took a taxi from Singapore Changi Airport, terminal 2 on 15/5/2018 (there is attached taxi receipt) to Woodlands Drive 14. The total trip cost me S$40.90 for one hour and 10 minutes! This is so ridiculous! Although there is some road condition, but the fast lane is running smooth. The taxi driver refuse to use the fast lane until we finally lost our patient and argue with him to take the fast lane.

It has been a tiring flight yet we met such a circumstances. This is not the first time i met such a taxi driver. I am trying to report here is wish your side can really look into it! This totally a shame to Singapore and will bring such a bad impression to the tourist! Not i dont want to pay the money, but yet, time consuming plus high fare is totally unfair to the consumer! I wish i can get the exceed charges back.

Much appreciated if you can further investigate the case.

Thank you!