Changi Airport Group
reviews and complaints

On the 16/01/2019, I and 2 friends went to the Michael Kors Store at The Terminal 1 in Changi Airport to purchase 1 bag each. We were attended by Mr. Muhammad Syafiq, it was around 10:45 AM. My friends payed in cash and I payed with my Mastercard and he asked me if he could charge in Brazikian currency and if he put all at the same bill, though the other two items had been payed already. I said yes because we were in a hurry to catch our connection flight. I didn't veryfied until I came back to brazil and received my Credicard invoice that he charged me for the 3 items, totalyzing SGD 487.50, tought the other 2 had already been paied in cash by my friends. I bought a MOTT LG Chain Swag S that was on sale and according to the receipt it costed SGD162.50. one of my friends have bought the same item and the other one have bought a backpack bag. I woul like to be repaid.

Dear admin,

29/01/19 @ 1900hrs a certis cisco officer scolded my family due to a parking lot, we parked at a (less than 90 mins) carpark due to just a quick send off and they are done but an ugly encounter by an officer spoils my day. He scolded my dad for parking away from the lift lobby and forced my dad to shift his car. I confronted him and he rudely replied "JUST COMPLAINT" I'm deeply disappointed as well as angry. Kindly please follow up with this matter. My HP number (+65 [protected]) email address ([protected]@gmail.com) Officer name as follow.

-Tan Yeow Bin

I am on TR390 and gate F33

I specially bought a Tumi backpack that has TSA approved and it allows laptops to stay in bags through screening if it provides a clear and unobstructed X-ray image of the laptop.

Why does the check point person insist that I need to take out the notebook?

I tried to explain to them and they turned a deaf ear and did not even want to listen

This is an very bad experience

I would like to complain about a staff (a lady) who was working on the 6th morning of January 2019 at the malaysian airlines check in flight number MH614 flight time 11.05am counter No12 business class.

This lady was very impolite, not to mention rude to my family because we had a connecting flight flying business sg-KL-mru and we did not know the baggage limits. We had a gold card, silver card so we thought we could get extra luggage but air mauritius was not clear about the limit.

That lady at counter 12 was making faces at her colleague and was very unhelpful. I believe when someone does not know something, she needs to be patient and explain. We understand english, we travel a lot we are not dumb to be treated like this. This lady deserves a warning. It was very unpleasant to go to changi airport early morning to experience this. It really ruined our morning and I was very disappointed. I have travelled to SG many times and I never had this bad experience before this incident.

I look forward to receive a reply on this matter

Thank you

Jan 6, Singapore to New Delhi, jet airways, 1115 hr check in at T3. Ms. Lau Ying Kheng.

Noticed after arrival at hotel In New Delhi.

Writing is to inform of incident, to alert the handling agents of a deliberate act of vandalism that happened.

Evidence is given by pictures attached.

Report prepared by Roland Tan, husband of passenger. Phone [protected], [protected]@cru.org.sg.

This accident happen during our family trip to Korea, by vietnam air trasit from
Singapore - Ho Chi Minh - Korea, during check in in Vietnam air counter 2, Vietnam air service counter man issue us 12 boarding pass from Singapore to Ho Chi Minh and Ho Chi Minh to Korea, how ever our family group of 6 people can pass out from Singapore Immigration very smoothly with wrong spelling name, but during transfer at Ho Chi Minh Airport, their custom (Ho Chi Minh) did not allowed one of our family member to entry due to typing error in Boarding Pass.
Do you know how suffer at the Ho Chi Minh Airport Immigration for us wait since we touch down at 2.25am till 8.00am especially with senior citizen and
he cannot rest, the custom asked to go there, go here can you think with his age 77 year.
I do not understand why can make this mistake, passport name : Chong Lun Yau, boarding pass name : Chong Lan Yau.
it very embarrassing, that Singapore Vietnam counter can make mistake like spelling, and Singapore custom did not check can let us though.
I hope this mistake no repeated.

One of your security staff (an Indian lady officer) at T2 screening passengers for SQ 118 today was being very unreasonable. I take this same flight every other week n had always been diligently showing my SK2 Facial Cleanser n toothpaste in a transparent plastic zipped bag as part of my hand carried items without problem. But this lady argued that I can't carry them today as the stated label was more than 125 my even though I have used up half meaning less than 70 ml. She insisted that I can't carry them n I ended up hanging the items over for trashing. Why would people look at the label and not use common sense in looking at how much content was there left in the items? Why would other officers allowed me through for the past one year carrying the same? Can I have an explanation please? Thank you.
TC Tan, [protected]@gmail.com

Just a disappointment overall. Am at lounge 830am Sunday. The food quality and choice is bad. Most of the food items were just very poor quality. Please review your food provider. Example, the salad bar had 3 items ... Plain yogurt, beans and potatoes. Hot food items like noodles and fried turnip cake look unappetizing and bland. The eggs look equally shocking. Sad state of SATS lounge

Dear Sir, we were flying off from Changi T4 to KL last night. We took our dinner at International Food Hall located at 2nd floor. We started vomiting after touched down at KL. We went to consult doctor and diagnosed with food poisoning. This is very disappointing because all these while Singapore is a clean country to us until this happened. We hope you will look into it .

It was my mistake to hand carry a cosmetic bottle that was more than 100ml. But the attitude I received from one security staff was totally uncalled for. Me and the person before me, we both received a nasty attitude from this staff... why? Just because we had an oversight which was totally solvable and containable at the site?

He gave me 30 mins to go to the nearest pharmacy store and buy an empty 100ml bottle, and come back so I can get my stuff refilled. At first I was so grateful of him. But when I rushed back and approached him... guess what? He saw me but completely ignored me. There was no other customers at the time, he chose to walk away on purpose not wanting to tend to me while his other colleague graciously helped me out. And this other person was all smiles with me unlike him. So please tell me, why is it that your other colleagues can at least be friendly and you can't?

Your priority may be security screening but it is still a customer facing role. Even if it is our mistake, if we are complying 100%, please make sure to watch the way you are treating others.

To:The Person in charge

Regards to Air China flight on 23 nov 2018 17.25pm, pls check with the airline again. The airplane did not reached singapore due to bad weather and was detour to Malaysia Kuala Lumpur. I had already checked in and later then was informed the flight was detoured. Expedia could not do anything when I called their customer service. Their only reply was Friday evening to Sunday 23-25 November, China Airline customer service
Is closed. Nothing can be done. I had contacted the Shenzhen airline office +[protected] to let the traveller, Mr Chong Kian Ming to use the return flight ticket on 25 nov 0955 am at no addition charges. I wish to have a refund for the ticket 23 nov 2018 from Singapore to Shenzhen. On the 23 nov 2018, due to the detoured of ZH 9024 to Malaysia due to bad weather caused another one way flight ticket was bought from Cathay pacific from Singapore to hongkong at $739 sgd. flight CX636. on that day. Expedia.com customer service said is airline policy so could not refund me because I had cancel the Singapore to Shenzhen flight and used the Shenzhen back to Singapore flight ticket. Shenzhen airline can only let me use the return ticket if I cancel the Singapore to Shenzhen ticket. Only out of goodwill give me a $100 voucher from Expedia.com which I declined. Kindly see what Changi Airport Customer Service can do for me, This is a straight forward case but the Expedia.com is pushing the whole problem back to the airline. The Shenzhen airline side said the ticket I bought was from Expedia.com

Hope we can settle this matter soon, please check and revert to me. Thank You v much. U can email the outcome or call me if u need more information.

Regards,
Mr Chong Kian Ming
+[protected]

Dear sir,

On 18 dec 2018 around 5:15am, there was a immigration officer (name not noted) at asean passport counter at teminal 3 arrival. He was very rude to the passengers. Please look into it. He has no right to talk rude to a normal citizen or passengers just because he is in charge of immigration. I can harm the reputation of singapore to passengers arriving first time in singapore. Kindly look into the matter and verify it.

Thanking you,
M. Das

I am traveling on SQ863 to Shanghai on 17 Dec (Departure Time) 1700 with my family of 5. The security office at Gate A11 at Changi International Airport Terminal 3 with the name of Ng Kum Chuen was extremely impatient and rude to my teenage children who are trying their best to comply with all necessary security procedure such as placing required items (laptops, phones, flasks on the trays provided. The security officers gestures came across as impatient, rude and unclear. He was mumbling to himself and hardly audible. We may be traveling many China travelers but that does not mean we all should be treated in such a fashion. I hope your team can investigate into this and ensure this kind of behaviour should not be condoned and encouraged. All travelers should be treated with some decent respects.

On 16 December 2018, I came to Changi Airport, with the intention of partaking in the giveaway as part of the Wizarding World exhibits going on at Changi Airport. I had taken part in the giveaway a few times before the aforementioned date, and thus was under the impression that the rules of the giveaway had not changed. Previously, we were allowed to take part in the giveaway without the requirement of having our faces in the photographs of the various exhibuta posted on social media, as part of the three steps we needed to complete in order to take part in the giveaway. My daughter and husband had went for the redemption before I did, at around 1.40 pm pm and the male employee who attended to them allowed them to take part in the redemption when they posted photographs that did not include their faces in it.

At around 1.45 pm, when I went for the redemption, a female employee attended to me. She told me curtly that I would not be allowed to partake in the giveaway because the photographs I had posted did not include my face. I was confused, as I was not aware of such a rule. I informed her, politely, that I had taken part in the redemption before, and I was not informed of such a rule. In return, she told me it was a new rule and pointed, rather insolently, to a piece of paper with the new rules on it. She then told me rudely that three photographs with my face was needed when I asked if one was enough. I feel the need to point out that she let the man before me take part in the redemption even though he had only one photograph with him in it, a selfie he had taken at the redemption booth.

Though thoroughly irritated, I went to take new photographs, this time with myself in it. When I went back to the booth a second time, there was a young man and a young woman in front of me. Both appeared to be friends of the male and female employees, as they were chatting without a care in the world, as though there were no one else to attend to. The young man had swiped the tablet, and upon realizing that it was a souvenir that he had previously obtained, he lightly pleaded to go again. The female employee then allowed him to swipe again, in spite of the fact that this is not allowed, as an employee had informed me when I came previously. It was only upon noticing my presence that the male employee told his friends that such an act was not allowed.

The blatant disregard for rules when it came to her friends, and the discourteous and audacious tone she employed when attending to me not only showed the incompetence of the female employee, but also her inability to separate church from state. Changi Airport is a world class airport with numerous awards. I had expected the service to the be world class. Clearly, I was proven wrong thoroughly.

To whom it may concern,

I've purchased a pair of ear rings at chomel using the gift card to offset $10 from my purchase on 23 Oct 2018.

I only realized on 15 Nov that Chomel also deducted $10 from my e-voucher too.

Went to customer service counter to feedback on this and was told to email [protected]@changiairport.com. I did what I was told and emailed on 15Nov.

After 20 days of waiting, I received a reply that I indeed used my e-rewards to offset my purchase when I already feedback I used card voucher to offset and was horrified to find out my e-rewards was deducted too without my acknowledgement.

I am truly disappointed in the world best airport inefficient Changi rewards team that takes 20 days to respond to my feedback and gave me a desultory investigation result.

I look forward to a more satisfactory response from the complaintsboard instead.

Thanks & Regards,
Katherine

I am Krist working in Changi Airport Terminal 1 PureGold, my email krist.[protected]@gmail.com and am contactable at [protected]. I writing in regarding a Philippine's staff driving a buggy whom nearly knock onto me on 5th Dec around 7.43pm - 7.45pm in Terminal 1, just outside Pure Gold Jewellery. This incident happen too fast so I wasn't able to get his name or saw his pass because he just drove off without stopping.

I was walking out of my store going towards the Lily garden, i was just one foot away from the store when this buggy nearly knock onto me. My colleague pull me back on time as the buggy was just one inch away from me, i was shock for a moment before i knew what was happening but i manage cool myself from the shock and apologize straight away to the driver. After i apologize, the driver just gave me a very rude and deadly stare while driving away from our store. How rude i thought to myself and i told him he don't have to stare at me so rudely but he ignored without even slowing down and i personally feel that he did not apply he learned during QSM training as his attitude was uncivilized and unprofessional . I knew i was at fault too as i wasn't paying attention but never will i expect a buggy to be driving pass so close to the entrance of a store?

Luckily nobody was hurt, what if a passenger was walking out of the store with the same issue? I believe there are SOP in every company and i also believe Changi Airport had safety comes first regardless staffs or passenger. I feel this ia a very serious and dangerous case, precaution is always better before any incident happen. I might be a staff working in Changi and not a passenger but my safety is still under Changi Airport premises. Looking forward for your reply.

Thank you.

We are currently flying from sin to kl on MH 624 and our gate number was F 57 and I am travelling with my parents, it took us over 45 mins to walk from the immigration to the gate as they have severe knew injuries n we we were okay since that was our assigned gate. After reaching they announce A delay n then again a gate change to F 35 gate. We asked the staff to assist as it was a process to walk back such a long distance due to their age n pain factor, several old ppl were requesting help but the staff was so rude n said she knew nothing, we asked her to tell us whom can we change for the buggy service as we needed help to walk back n she wasn't bothered. On the way we asked few empty buggy's for their help to take us, everyone ignored so rudely. The information kiosk said they dint know. I mean who really could have helped us? Was it our mistake that we wanted help on this? I don't know if you can't have a basic humanitarian service of helping ur passengers who need ur assistance, how do u deserve being called one of the world best airport.
For me, you guys are so disappointing. Seeing my parents walking in so much pain slowly, really made me think how heartless you have trained ur staff to be, who are ok for empty buggy's but can't help a person in need.
I have travelled over 40 countries as I own a travel company n this is by far the worst n
rudest customer experience I have seen.

Charanya Ramesh.
charu.[protected]@gmail.com

My 80 year old Mother who suffers from mild Parkinson's disease and also has a pacemaker was meted out extremely shabby behaviour at Changi Airport for no reason at all, none comprehensible to us at least. My Husband is on employment pass and we have been living in Singapore for the past 4 years. My Mother lives all alone in Kolkata, and this is her second visit here. The first time all went off smoothly and she was all high praises for the efficiency of the airport.
This time, we had asked for wheelchair assistance for her as she is very frail also we had asked a friend who works here and was travelling by the same flight to help her out.Reaching Changi Airport our Friend helped her onto the carts which keep moving up and down while he and his family walked to the immigration.
for at least 45 minutes we had no clue where she was. As she had no network we could not trace her either and we were terrified that she had fallen sick on the way. Apparently she was kept in some sort of holding area without any explanation of why she was being kept there.Repeated questions fell on deaf ears. Her medication - Nitrocontin for the heart and Syndopa for her Parkinson's was in the check in suitcase and she told them it was imperative that she has it. That too was ignored. She asked them to contact us. Once again ignored. Suddenly a wheelchair attendant came rushing from nowhere apologised profusely for being late and then wheeled her out . By this time she was a shivering mass of nerves. What was worse her blood pressure had shot up, she is completely dependent on her medication.When we asked her why she was so late the assistant kept saying "I don't know...I don't Know...

My own explanation is that the wheel chair assistant was probably on a leisurely break. Which is understandable to a point well maybe, maybe not.My question is why did the airport personnel at the holding area not explain to her what was happening? Why did they not try to expediate the case when they could clearly see she was in distress?Such callous behaviour is not expected from a world class airport of such a progressive nation like Singapore. We as expats are proud to be living here but I really feel shaken today. Please help us to reaffirm our trust in this wonderful country. Hoping for a quick redressal.Passenger Name-Ms. Geeta Dutt Chowdhury, SQ-517, Date of Arrival- 4/11/18, seat no. 33G.

Hie above refers. The security lady who was very loud and rude.

She was hollering the final call for passengers departing for Phnom Penh as if it was a open market.

Gave me a fright as was seated outside the holding area waiting for my KL flight departure.

Later on she requested me to take off my shoes. I ask why, and the other security lady explained it was because it was above the ankle.

Thereafter, the rude security lady asked me to remove my cardigan. I believed it was unneccesary as it was a light one which was clearly unable to conceal any objects to justify security related checks. You may check the video recordings and take reasonable actions.

While security officers have different priorities, I reckon they shld still conduct themselves with good attitude and basic courtesy.

Have travel in and out of Changi for so many times, this is one of the rare cases. I hope it stays that way.

Kindly review.

Thank you.

On the 20th of october morning around 0900 hours, my uncle which is scoot passenger (mr jap/ fu hian) checking in his luggages at lane 12 in changi international airport terminal 2. There was a bunch of china prc shouting from the other counter, so my uncle is trying to take photo and video on the arguments. So, there's this two staff of scoot name (christina loh and nicholas wee) came upon my uncle side and shouted at him. My uncle got very angry as there is not a restriction area to take photo or even video. My uncle who has heart attacked got angry and keep trembling after the two officer shouted at him very rudely and loudly.
So, my uncle feel very disappointed towards scoot airline on your training given to staffs and why can the two officer shouted at him. We need a further explanation from this incident and my uncle went to look for the changi airport group info counter for further assistance. They brought him to see one of the manager on duty (michael loo) and yet my uncle still trembling and he assumed that he as a customer shouldn't be treated in this way. Hence we want to seek for further explanation on his bad experience on scoot and the two officers on duty that shouted him.
With this I provide the flight details and time so the officer attend to my email can look into changi airport cctv for further clarifications.
Flight number: tr24
Seat:1a
Date 20 october 2018
Depart from singapore to melbourne.
Class:cotra