Singapore Airlines
Reviews and Complaints

Booking: WVN9NI

I made this booking months ago. when I did I was told i could change the date by paying a fee of 100 dollars. I now need to do so. Howver, despite a lengthy back and forth with several people in your KL office an then, in frustration, several telephone conversations with someone in Singapore that were equally unfruitful, i remain without a slution. I have been told that, in essence, there is no way for me to change the date of my flight without paying an additional fee that far exceeds the price of the original ticket. this is a clear case of bait and switch. Please explain to me what you can do to solve this problem. the alternative is for me to burn the return leg and buy a one way ticket instead, which is absurd.

thank you.

My parents (senior citizens) were traveling from Ind to Aus on 20.05.19 and assistance was arranged when the tickets were issued. But when requested for assistance at the airport, the airport authorities denied giving assistance and advised that we haven't booked for the same. More over, the Singapore airport/airline authorities were rude on our parents who then got stuck to find the correct gate.

My flight back to Singapore from Guangzhou was supposed to be on 21/05/19 via SQ851.

I was at the SQ check-in counter at 1235PM. There was also another female passenger in front of me at the same counter who had just completed her check-in & was leaving the counter. Of the entire row of check-in counters, only 1 counter was opened & only 2 service crew were assigned to handle check-in matters & they were the one who attended to the female passenger in front of me.

After the female passenger left, these 2 service crew (1 of them had a SQ badge on her uniform) told me that the SQ check-in counter was already closed & they were unable to process my check-in.

I was shocked to hear this & asked about the female passenger who was in front of me earlier why is it that she was allowed to do check-in but not me? The service crew replied with the excuse that the female passenger earlier was actually doing check-in for Thai Airways.

REALLY? For Thai Airways? Is the service crew trying to smoke KrisFlyer Members?
How & Why is it that Thai Airways passengers can do check-in at SQ counters?
How & Why is it that SQ service crew can process check-in for Thai Airway passengers but not for their KrisFlyer passengers?

If the female passenger ahead of me was really doing check-in for Thai Airways, how is it possible that she was the one & only Thai Airways passenger & out of the entire check-in counters only 1 check-in counter was opened with only 2 service crew assigned for check-in matters?

Check-in counters for Thai Airways are usually swamped with passengers with lots of check-in counters opened to cater to the large numbers of Thai Airway passengers but on 21/05/19 only 1 counter was opened for check-in & only 2 service crew assigned with 1 crew spotting a SQ badge on her uniform serving a Thai Airway passenger?

Did the service crew think that I was too blind to spot her SQ badge & serving a Thai Airways passenger as she claimed to be but yet counter closed for SQ passenger?

I even requested that if my luggage cannot go on board at the same time it is ok but at least just check me in & let me go on my scheduled flight back to Singapore. However, my request was totally denied by these 2 service crew. I was told that I need to top up additional fees to SQ in order to catch the next flight home the following day. Which also means I have to stay in China for an extra night incurring extra hotel charges.

In all my 30 years of travelling, I have never experience such BAD service. I was not late at the check-in counter but yet denied check-in. And yet the SQ crew can tell me the lady in front of me was doing check-in for Thai Airways?

How can SQ crew spin such a big lie without even batting an eyelid?

As we all know, SQ was ranked the NUMBER 1 BEST AIRLINE IN THE WORLD for Year 2019 but with the BAD service I received on 21/05/2019, is SQ living up to its Number 1 title?

Does SQ deserve this Number 1 ranking at all?
Is this how SQ train their service crew?
Or are China SQ service crew trained a different way to handle SQ's KrisFlyer Members? Without compassion & lying right under their KrisFlyer members' nose?
Is this how SQ treat your KrisFlyer members?

I have been flying with SQ at least once or twice a month for many years. I was totally disappointed with the treatment received as your KrisFlyer Frequent Flyer.

I was not late for check-in but the service crew refused to process my check-in. I was even told that had to top up for the next available flight home the next day.

In the end, instead of incurring extra hotel charges & topping up charges to SQ for the next flight home, I got myself a cheaper fight & return to Singapore on the same day 21/05/19.

This BAD & DISSAPPOINTING service is totally unacceptable. Not when SQ was voted BEST AIRLINE IN THE WORLD for 2019. This is such a joke!

I will not be flying with SQ again nor recommend SQ to anyone ever again.

On 15th of may 2019 I was travelling from Singapore to Melbourne SQ207 . My seat was 44j . In front of me there was 2 Bangladeshi traveller. They don't know English so I'm from Bangladesh too. I was trying to help them... I think the cabin crew knows how hard it was for themwhen theydidn't understand now not a single sencentce when they were telling something. Because of that one Chinese lady seat no. Was 45E she was very rude with me. When we were getting out from the plane those Bangladeshi people asked me something for that it was 30sec to 1 minutes delay to get out from the plane. For that the Chinese lady seat no. 45E and another guybehind that lady probably OZ used very offensive language. This type attitude from Singapore airlines passenger not acceptable. U should banned those type of person from this airlines. I travelled near about 10 times from this airlines but never happened like that. It make me really sad. I always prefer this airlines to avoid this type of thing If you need to contact with me plz call below that no.
[protected] or email
[protected]@yahoo.com
Najnin akter
Flight no. SQ207
Sin to Melbourne
15 may 2019
If u do not resolved this matter i"ll never travel through this airlines.

Dear Customer Service,
On the 23rd April 2019 I phoned your ticketing/reservation enquiries on 13 10 11, at approximately 19.00 hours.
I was enquiring about my flight SQ0224 and SQ0223 booked with yourselves through BestJet.com agents, as advised by PILOT PARTNERS CHARTERED ACCOUNTANTS. I was enquiring whether my flights were still valid as I had just found out that BestJet.com had gone into administration and this is the action they requested.
Your employee informed me that there were no bookings in my name to fly with Singapore Airlines on the flight mentioned so I contacted my financial institution to request a refund for our
flights.
Because I needed new flights on the same dates I booked 8 new flights with Singapore Airlines, through Scoot, at an additional cost of $3130.16, before my refund had been issued.
At my banks request I then contacted you on the 8th May to request a letter confirming the tickets had not been issued.
This time your employee informed me that the tickets are still valid.
I now have the situation where you are unable to refund my Singapore Airline tickets, as BestJet.com does not exist. And you are unwilling to refund my Scoot tickets, due to 'company policy'.

My complaint, which I expect to be resolved swiftly, is that you have misinformed me about my flights which I booked with you for $2276.40 on flights SQ0224 ans SQ0223. You have then allowed me to book new tickets, at a cost of $3130.16 on flights TR9 and TR8, through SCOOT, which is the budget airline operated by Singapore Airlines.
You are then unable to issue me with a letter to say that the flights had been cancelled, due to your misinformation and I am left with 8 tickets for my family to fly on the dame dates.
I would like this issue resolved, either with a refund for the initial flights booked or a refund for the second set of flights that I was informed I needed, unnecessarily.
I understand that you operate as two separate businesses but you are owned by the same company and I expect that you can resolve this issue promptly.
I have informed my financial institution and they are also awaiting your reply,
Yours sincerely,
Mr Mark Bosworth

Hi
We were on Flight SQ222 to Singapore on Thusday 9th May and we had peviously booked 33h and 33k in Premium Economy Class and we we allocated these a long time ago. When we checked in were given 33d and 33e seats in the middle of the plane and these were not what we had paid for. This also happened on the next Flight SQ026 to Frankfurt. I was very disappointed with this a me and my wife had 2 very uncomfortable flights. My wife suffers from very bad anxiety and thats why our travel agent booked the certain seats. We have also booked the same seats on our return flights. SQ325 4th June Frankfurt to Singapore and also SQ221 5th June SQ221 Sigapore to Sydney. I really hope this doesnt happen again.
Daryl Tonks
Sharon Tonks

I flied from hcmc to surabaya on apr 20 via singapore. But my luggage was not arrived with the flight. I have to buy cloth in surabaya.
Ticket no. [protected]
Flight details:
Sq177 hcmc to singapore
Mi 226 from singapore to surabaya

I would like to know how u will compensate.

My contact email is weibin. [protected]@ogofibers.com
Cell: 001-[protected]

Weibin he

My mother, Irene Samson Cardin who is 62 years old took SQ422 Sin-Bom sector on 1st May, seated at 41J was missed out during breakfast service and mind you she was wide awake. Whereas the male passengers to her left and right (younger than her) were served meal. The crew with meal cart after serving 41K went ahead as if 41J was invisible, I know how the meal service is done on Indian flights with veg meal cart going 1st followed by the other choices, whatever is the meal flow the crew are supposed to back track every 4-5 rows. After waiting for almost an hour my mom asked the crew if she is entitled to a meal on her ticket, thats when the crew realised that they missed a passenger. The crew started giving a safe and most used excuse "she was asleep so thought of not disturbing her" (ample of passengers around her to vouch she wasn't asleep). The crew started with their service recovery of offering her meal but do you think she or anyone will have any appetite left to eat after going through this ordeal. According to me the damage was done and too late to fix it. You know what upsets me that I booked an SQ ticket, I could have bought a cheaper ticket on other budget airlines but I wanted my mother who is old and travelling alone to have a smooth flight without any hiccups. Next time I will think twice before taking an SQ flight. Sad to say I am very disappointed.

My case was damaged on two corners on my flight from Milan Malpensa to Singapore which arrived this morning. My case had a cloth cover so I did not notice the damage at the airport. I attach photos of the damage and my boarding pass. The case is relatively new and cost approximately 250 euro (Delsey carbon).
Please inform me of the compensation you will offer me.
Yours,
Jennifer Martin

Hi,
My wife & myself travelled on SQ609 from Seoul to Singapore on 26th Apr 2019. We were seated on 70B & 70C. We are surprised to know that by the time the stewardess served us we were told there is no more chicken meal & only beef meal is available. We told them we don't take beef but they said they don't have anymore chicken meal. This is not acceptable as we were seated at the end of the aircraft so by the time we were served the meal the choices are not available, how can the customer seated at the end of the aircraft be penalized for choice of meals not available. We are really very disappointed by this type of service from SQ. We have never encountered such lousy service on other airlines we travelled on. Hope you can provide a good explanation. Thank you.

Regards,
Desmond

Hi, I would like to make a complaint on my trip to Kl from singapore on 24 April 2019 onboard SQ106. I had an horrible experience for the first time after flying with SQ for a Long time. During drink service, I asked for hot coffee and water. My tray table was slightly slunted and Stewardess should be more vigilant during service time. She left my coffee on the table without waiting for me to receive it and turn to talk to other passenger. Hence it slides down and spilled on my pant and was soaked with hot coffee, wet and stinky. Both my inner thigh was scalded and painful with redness.
I was scheduled for business meeting the moment I land. Unfortunately I have to get new attire to change and get the pant for dryclean. Went to see doc n get my skin treated. The pain lasted throughout the whole day and I have to be on painkiller.
I was terribly disappointed with such carelessness and their service onboard. My whole seat was soaked with coffee too and all I was offered is putting a blanket over for me to sat on. After the whole incident, I have to even ask for a glass of water myself because I didn't even get to have my coffee. I even had to ask for some burn cream from their first aid kit coz the crew didn't even offer thinking it was no big deal. My skin was terribly painful scalded when I went to plane toilet to check.
Before I left they gave me a pack of ice.
It ruined my entire day, my meetings schedules and causes discomfort of pain.
I do hope SQ will provide action and advice on the loss and pain I'm going through ruining my business trip. I do seek for compensation for all the losses. This case should not be taken lightly. Hope to hear from you soonest.

You can reach me at+[protected]

Thank you

It was a very unpleasant experience with the Singapore Airline - Krisflyer program which handling my redemption of my air-tickets by using mileage on 27/3/19. My payment of the airport taxes and fuel fee was unable to go through during the booking resulted the tickets were pending for issuing.
Called up the hot-line, they assisted to make the payment but was no avail either. I requested for the reason and I was told that my account was under audit which was the first time I had ever heard of.
First, the officer needed me to email Krisflyer to send my passport details page and the statement of my mileage redemption from the bank to prove my mileage conversion was genuine which was strange to me. I followed as instructed and called the bank immediately to ask for the statement but the bank replied there was no statement for mileage redemption, however they could help me to write a letter to testify. After waiting for more than a week, the letter arrived and I forwarded to Krisflyer document department.
But till today, I did not receive a single reply from the document department whether have they received the letter nor notified me the outcome until I called them recently for waiting more than 3 weeks. I have been waiting patiently, but the issue is still not settled since 27/3/19.
This round, the reason given was I am still unable to make payment, it is due to the nominees are having the same email address as my account hence my account was under audit. Why didn't the officer told me earlier that the reason was lied on the same email addresses hence I did not have to waste time to liaise with bank and wasted time on waiting? Which made me go crazy was the first officer which called me was able to assist me to amend my husband and daughters' email address over the phone but the next day another officer claimed that he needed an authorization letter from my old aged mother who was illiterate to send them an email to authorize the change of email? How many times of email do I need to send? Why is the procedure so inconsistent and what is the point of making such a big fuss?
The whole process made me feel very frustrated, unwelcome and uncomfortable. And the redemption of my mileage seemed like becoming such a difficult procedure. The officers took such a long time to follow up and it delayed all my plans and other bookings. They have no sense of urgency and put you on hold for long time on every question that they could not answer. I doubt the officers are proper trained to handle the situations. They promised will call back but did not. I was told a note was left that I was unreachable but the actual fact was I had no missed calls from SQ hot line.
It made me feel that Singapore Airline is so unwilling to let member to redeem the mileage that they have accumulated. I will reconsider whether to fly SQ and will I still be keen in this Krisflyer programme in future.
You can see such a simple booking and straight forward payment stuff, Krisflyer could make it so messy and complicated!
What is the point of having the mileage points that which could not be redeemed? More than three weeks of waiting, if I did not call up I reckon it will be even a longer wait, do you regard yourself as a first class air line for handling a simple redemption? I think there is still room for improvement!

Unhappy and frustrated customer

Craig and Kylie Solberg
Flights SQ232 Syd - Sin, SQ452 Sin - Mle, 22 March 2019 1215
Flights SQ451 Mle - Sin, SQ288 Sin - Syd, 9 April 2019 2325

My husband and I booked tickets for 1215 22 March 2019 on SQ232 Sydney to Singapore, and SQ451 Singapore to Male via Bestjet last November, who as you know are now in receivership. I was not aware of this until, en route to Sydney on 21 March 2019 I called Singapore Airlines to confirm my booking and they advised that we were not booked on those flights, nor on the return flights.
I was told by Singapore Airlines that they could see the booking had been made however then cancelled by Bestjet. Bestjet did not call, email, or advise us in any way that they were cancelling our flights, nor did they send a refund. In addition, considering the folding of the company Bestjet, Singapore Airlines did nothing in the way of contacting us to advise of the cancellation and the need to rebook.
I was asked to send a copy of the tax receipt to you immediately for consideration, which I did, however was not contacted back when promised. I called again and had to go through the whole thing with someone else who just told us that our flights had been cancelled and we had to rebook.
I requested to speak to a supervisor, who was understanding, however we had to pay an extra $1500 in flights to what we originally paid, with no upgrade or offer to match Bestjet's original price. We are now out of pocket $3, 500.
I am disappointed with Singapore Airlines with their failure to notify passengers of the Bestjet collapse. In our case, they had 3 months to advise us before our flight. I would like to be refunded the original cost of the flights through Bestjet of $1929.97. Please contact me on the below number if required.
Kind regards,
Kylie Solberg
[protected]

Dear PIC,

I'm a passenger [protected] krissflyer member (ex PPS member)
When I travel from Seoul to Singapore on 21/3/19 by SQ 609 time 04:05pm, seat no 70C, 70B, 69B and C is my family members
I'm very disappointed with the service by your crew member, when they started to distribute the snack they forget to serve us, we got to request for it
When they started serving Dinner, they even forget to serve us water, coffee or tea ( forget to ask too)
We ask for it and yet they forget again!
We only have our beverage when they start clearing other ppl food tray !
Is kind of disappointed wt the service standard ( FYI we r 2 adults, one 7 yrs old and 12 yrs old girl on this flight)
Thank you !

Booked 2 premium economy plus extra legroom 6 months ago now get a email stating change of aircraft so we have been moved from premium economy with extra legroom to economy but we will receive a refund for the extra legroom that we paid for but not for the extra money we paid for premium economy? Rang and was advised that the aircraft that was changed to didn't have premium economy ...even though the internet stated differently. If we wanted premium economy the next flight we had to wait in Singapore airport for 11 hours. Absolutely rude to expect people who have paid extra for premium economy to just go in economy and not receive a refund. I argued for weeks and finally have received accom in the airport for 6 hours but we still have 5 more hours to wait. For total inconvenience we should have at least been given access to the lounge as this was no fault of our own and why should we be out of pocket for anything. Extremely poor customer service from Singapore Airlines and will never ever fly with them again. Absolutely disgusting and I have and will continue to tell everyone to avoid flying with them.

SQ5089 CEB-SIN March 13, 2019 1500hrs
SQ0255 SIN-BNE March 14, 2019 0045hrs

When we checked-in our parcel at Cebu airport, we have notified the desk that the package was a vase and reminded them to put more fragile stickers. We weren't asked to sign any waiver in case of property damage and they accepted the package as is. Upon receipt of our parcel from the bag claim area, we can feel/hear broken pieces of the vase inside the packaging. Then we saw a blank waiver form attached to the parcel. We have approached a staff and was advised that she'll forward the complaint and will advise us of any update. She then later on said the claim had been denied. We would like somebody to be liable for the damage. Our property's packaging was durable enough, we have caged it, and stuck our own 'fragile/this way up" stickers plus the airline's stickers. The condition of the vase was unbelievable. You can tell it had been dropped from a decent level by the way it had broken into pieces. Clearly, there was a neglect of duty to handle fragile items. We expected a much more proper handling and service than what we got.

I am traveling with my family
Himanshu DAWAR
Manpreet DAWAR
Rajveer Singh DAWAR
Dhruvika DAWAR

16th May 2019 Delhi -singapore
16th May 2019 Singapore-phuket
24th May 2019 Phuket-singapore
24th May 2019 Singapore-delhi

I am a very loyal customer with Singapore airlines and I have traveled lot of times with this airline.
Pls find attached medical certificate by doctors which clearly mentions I have a serious back problem (slip disc) therefore I have been advised by doctor to not travel for the next six months. Hence I would like to postpone my tickets to a later date in August with no extra cost. If that is not possible then kindly refund my tickets in full or allow me to make a new ticket for some other sector..I'll be highly obliged.i have asked the middleman Goibibo to help me but they didn't as they blamed everything on Singapore airlines.

You can appreciate this is a medical issue and not any random reason for postponement of tickets. I would want you to honour your brand name and do the right thing here.

Awaiting your revert.

SQ5089 CEB-SIN March 13, 2019 1500hrs
SQ0255 SIN-BNE March 14, 2019 0045hrs

When we checked-in our parcel at Cebu airport, we have notified the desk that the package was a vase and reminded them to put more fragile stickers. We weren't asked to sign any waiver in case of property damage and they accepted the package as is. Upon receipt of our parcel from the bag claim area, we can feel/hear broken pieces of the vase inside the packaging. Then we saw a blank waiver form attached to the parcel. We have approached a staff and was advised that she'll forward the complaint and will advise us of any update. She then later on said the claim had been denied. We would like somebody to be liable for the damage. Our property's packaging was durable enough, we have caged it, and stuck our own 'fragile/this way up" stickers plus the airline's stickers. The condition of the vase was unbelievable. You can tell it had been dropped from a decent level by the way it had broken into pieces. We expected a much more proper handling and service than what we got.

Arrived in Queenstown NZ on 30/1/2019. Luggage was left in Brisbane. Received it 2 days later.
Departing Queenstown on 8th March 2019 Flight delayed as diverted to Christchurch. Eventually boarded flight SQ 6385 for Melbourne only to be informed just before take off that we would have to disembark as no fuel.
After another long wait we were transferred to Flight SQ288 Sydney to Singapore via Canberra. We were asked to disembark in Canberra while aircraft was refuelled. This involved another delay of 60 mins.
Following our arrival in Singapore we then boarded Flight SQ308 to London and from there we travelled to Edinburgh having missed all of our scheduled connections due to the changes.
We arrived in Edinburgh 6 hours and 45 minutes later than we would have if we had not encountered these disruptions to our travel itinerary.

We then discovered that our luggage had not arrived with us and there followed all the bother of contacting airport staff to inform them. One bag was delivered on the 10th March and the second finally arrived on the 14th March. Items such as a bottle of perfume and silver earrings were missing and a gift of a photo frame which had been carefully packed was completely shattered and frame broken.

We had paid in order to book our seats on all the flights but had to just take what was left. Also I had informed Singapore Airlines that I had a seafood allergy and on the flight back had to go without a meal as the only seafood alternative had all gone.

This was a special golden wedding anniversary trip for us and we feel really upset that it ended this way.

I was on a flight in October 2018 from Mumbai to Singapore and than on to Los Angeles. On the way over no problem what so ever, I had paid an extra 1300 dollars for exra leg room and requested an aisle seat. On the return, I boarded the plane and took my aisle seat, there were two seats, and a man sat by the window and started to masterbate, I tried to tell the stewardess and she said she was busy, finally she came and I tried to explain without being so obvious, and she didn't understand the situation at all. I was moved to a middle seat, if I had wanted a middle seat I wouldn't have paid the extra money.
I wanted Singapore airlines to refund half of the additional cost, also if I had my phone I should have made video of it, it was worse than many things you see posted, and even making the news .

Nothing has been done after three calls to Singapore airlines customer service, they have all the information.