Singapore Airlines
Reviews and Complaints

We booked a flight to SIN on Singapore Airlines (SA) in economy class from LAX for 11/2018. A few days before we departed, we received an email from them encouraging us to bid on an upgrade to economy plus. Even indicated what was a "low" bid with less chance of getting the upgrade, so we paid a higher bid that gave us a "fair" chance. Shortly before our flight we received an email that we were approved and could book our seats. We immediately went to the seat selections and found only 4 seats available, none together or even close. We called SA but they said there was nothing available and our prior seats in economy were now taken. We again asked at the counter when we checked in but same answer - no seats available. We are in our 70's and had to sit rows apart on different sides of the aircraft for this very long flight. One of the seats was in the last row of economy plus and was so cramped it was very difficult to get in and out to use the restroom. We suffered. When we returned home, we found out SA would not even give miles for the flight since it was initially booked in economy. We requested our money back as we felt taken and deceived with the charge, lack of disclosure, and the unacceptable and poor quality service provided. They said "no", terms and conditions protect them. Beware of SA's offers as they may not be what you expect, especially for an airline that touts their reputation. We were extremely disappointed in their offer, service, and response! First and last time we will fly with them.

As you can see from the confirmation numbers bellow this has to do with two tickets
I booked singapore airlines to go to sydney with my daughter who will be going to the university of sydney
I could have booked any other airline but we decided to take singapore air for the stopover

After I booked the flights I called about the stopover and I was told that I had to be in singapore for more than 24 hours to be eligible
I then called expedia payed the fine and the fare difference on both tickets so as to have the stopover
This happened on the 5th of february
I payed and changed our tickets so as to be eligible

Since then I have been calling the toll free number whilei was in canada trying to book the stopover but I have gotten nowhere
Now after I payed even more to do the change
I was told that there are two bookings so we cannot do the stopover!

Offcourse there are two bookings I am there for a week but my daughter will be studying so obviously there are different returns

I then called the london number, by that time I was in greece, to be told that someone who knows more about this from the right team would call me back but not only no one did I was told that there is no record ofthis

Then I tried the german office only to betold that I was too late for the stopover!
Then I tried the greek office

I have payed extra for the sydney flight because of the stopover singapore states on the site
I did everything correctly and I have been trying to communicate and get responses from 4 different offices
I payed the fare difference respected the penalty for what?
I payed to call all theeuropean offices asit is not toll free numbers not to get any help

This behavior is totally unacceptable for singapore airlines

I wasn't asking for something I was not eligible for nor was the hotel free I just wanted what was advertised

On one phone call which off course was not toll free the european one the agent and I had even discussed 3 choices of hotels and she was going to call me back with availabilities
But no one called

And when I called back to remind them that my trip is almost here they said they would callback only to send an email saying that now the 72 hours were passed

Unbelievable
Needless to say that we did not deserve such behavior

We were not asking for something extra just the stopover which was the reason to take singapore airlines

It was nerve wrecking till the end
To be treated like that

So when singapore air wanted more money I changed my tickets and then nothing
I want to know why

And I want to be refunded for the fare change and penalty since singapore did not follow through with what we were told and promised

I also want to pay the stopover price for my hotel which I did on my own and my airport transfers

If that wasnt enough on the 17th singapore could not find my flight since I had cancelled the 16 and changed it to the 17th
They had thought I was ano show and cancelled the rest ofthe leg of my trip so this just added on to the whole frustration while I had checked in from the 12th
That was settled as it should have been but it took the whole time and just added on to the whole frustration

I truly did not expect any of this when I decided to book singapore air
It was very disappointing for us and not at all what we had in mind when we chose to do this

I am waiting for your reply
Best,
Demetra tzevelekos

Just travelled to Sydney from Singapore this morning (21/2/19) on flight SQ221. We travelled Premium Economy and were in seats 34H and 34K.
Unfortunately we had two passengers sitting behind that really shouldn't have been allowed on the flight as they were fairly drunk on arrival and continued to drink their duty free alcohol for the duration of the flight.
We had no sleep and the smell of whisky pervaded our space.
This is not satisfactory and we feel really let down by this.
Not looking forward to travelling home in case we encounter similar problems and the staff do nothing about it!
What can you do to recompense us

Caroline Dixon

Dear Sirs,

I took a SQ flight from Singapore to Taiwan on 13 February (SQ 878) 2019.

This is one of the worst flight I have ever experience with Singapore Airline. The flight was running full & to my dismay, 2 of the lavatories located at the back of the aircraft were unavailable due to maintenance.

For a world class airline like SQ, this is unimaginable! How could SQ arrange for an aircraft with the basic facility not available on a full flight especially when it is not a short haul? To add to this, even the kris world is not properly maintained & because one of the passengers asked to reset hers, resulting in the unavailability for all... it took almost a good 15 mins before it became available again.

These episodes had set me wondering if the standard of SQ has been compromised?

Regards
Jasmine

We sent a complaint 7 months ago with no response
Our flight was late in from Phuket to Singapore, so one of your beautiful staff rushed us to our connecting flight to Brisbane, we had to run for at least 20 minutes, in the process of this adventure my husband fractured his foot by tripping over, now we were all looked after by your concerned team member
Now your attendant explained to us if we contact SingaporeAir we would be up graded on our next SingaporeAir adventure well guess what no response which is very upsetting as we thought you care and respect your customers
Thank you so much, I hope, can't wait to here from you
ShellyForsman 😀

Hi,
I want to lodge a complaint against Singapore airline. I booked a return flight from Melbourne to Delhi. While coming back home to Melbourne, Domestic flight from Amritsar to Delhi managed by Air India got delayed by 40 min. and I reached the Delhi International Airport 1 hr before departure but it took another 15-20 min. to collect baggage and reached the counter which was closed by that time. I requested the information desk person to contact Singapore airlines staff as I already checked in online and there was still time (40 min.) to departure. After initial reluctance, she called them and one person came from staff after 10 min. whose only motive was to involve me into talk so that he can consume whatever time was left from the departure of the flight. I am a doctor and we are trained to put our foot in our patient's shoes to find out how are they feeling and help them to the maximum but I have found that Singapore airlines purpose is only to make money. They are greedy and shameless people who are also culturally and religiously insensitive. They refused to provide me with a vegetarian meal in flight while traveling from Melbourne to Delhi. I did not eat anything in that 8 hrs flight. They gave me an explanation that you did not book vegetarian meal 24 hrs before departure online which I tried but on meal section when you click, it shows only inflight meal. There are no further options. Singapore airline did the same thing 2 years ago with me and I did not travel with them for 2 years. This whole experience while coming back home did cost me another 1000 dollars as I had to book another flight by Thai airline. I have lost all respect for Singapore as a nation also because of their official airline's behavior. I will also lodge a complaint with the high commission of Singapore.

I was asking for a full refund as currently my family is undergo bad relationship and may lead to divorce. Gant claimed he was supervisor but his tone was not harsh and keep insist I produce legal letter. I told him if counsellor letter his tone again was harsh. N keep asking me when can I submit? If today also can? What is this ? R u guys pushing people ? R u guys no sympathy at all? Is this so call first grade customer service? Come on I in retail line I never expect SQ have such standard. Is my first time travelling with Singapore airline but will be my last.

Morning,
I'm writing this complaint about the return flight from Singapore to Perth that happened to me and my partner on the 16th December 2018. Anything was ok on boarding the plane. I notice the the flight stewart was going around putting sticker on the head rest on seat that had special meal. I notice that mine (43D) didn't have one. I ask a young flight stewart what and to check whether I had order a 'Muslim ' meal that I normally requested on every flight with Singapore airlines. He can back and told that 'Yes you have special meal requested. On the flight when the meal was serve the flight stewart can and ask me what meal would I like. I told her what happen to the 'Muslim ' meal that was cater for me before the flight started. She said she will go and check when she finish with what she was doing. At about 1/2 hr. later another stewart came and told me that there was a tray mix up. He was willing to do something else for me. I said don't worry about it. Furthermore my partner meal was cold when she had hers because of a particular passenger who couldn't wait. The steward came back with a cheque to reimburse for the meal. That not like me getting a bride by Singapore airlines. Also he asked me about getting something from the flight gifts shop, which ever didn't have what I wanted.
I'm writing this complaint because nothing was done for me after the flight, which is not Singapore airlines. So now, I still having had any apology from Singapore airlines. That not on. I have always travel with them and tell everyone I know what the airline is like.
Yours Sincerely,
First complaint in all my years traveling with Singapore airlines.
DY (*******324)

Dear Sir/Mdm,

I would like to get an answer for my compliant on 3 Nov 2018 when I traveled to Sydney with my husband. The meal he took on the plane caused him to come down with vomiting and fever for 2 days. Til now, we have not got a reply from the airlines.

In late November, we traveled again and on our return trip from Istanbul to Singapore, we flew on SIA SQ391 on 14 Dec 2018. One of our luggage was damaged. It was a Samsonite luggage. 3 of the wheels came off and both of our luggage tags were spoilt. Attached are the photos for the proof of damaged.

Regards,
Mei Fang
Tel: [protected]

I am writing to you regarding the flight SQ235.

The flight was schedulded to depart from Singapore Changi to Brisbane 9pm on the 8.1.2019. However, after my arrival at Brisbane airport, my luggage was missing and I had to wait for it for more than 24 hours to be delivered.

I undertsand that this might have been due to changes of the airlines since originally I was supposed to fly with Qantas Airways. However, I was assured that my luggage will be in Brisbane on time.

The airline had enough time to transfer one luggage from one airplane into another since I arrived from Hong Kong to Singapore (CX0735) at 7pm and the departing time from Singapore to Brisbane was 9 pm.

As such, I am seeking financial compensation under EC Regulation 261/2004 for this delayed luggage as I had no idea whether the baggage would turn up.
I am seeking compensation due to the fact that I had to buy new toiletries and clothing up to $50 as everything necessary was in my suitcase. This compensation is per delayed baggage in my party.

I look forward to hearing from you and would welcome a response within 7 days.

Regards,

Viktoria

Hey, this is Roilo Den, im complaining about my baggage/Souvenir item (Titanic Replica/Wooden Model) which in the box with fragile all over the box. It cost around 399$, (ebay price as I dont have the receipt) it is handcrafted, and been with me few years ago. It has sentimental value for me as I was a Seaman. The box was checked in due to its size as per the lady in the counter during checked in. It measures about 80cmLx12cmWx30cmH. Please see attached photos.

URGENT COMPLAINT _ ATTENTION management .
URGENTLY need to know why Singapore Airlines are trying to charge me MORE than I originally paid for my flights to rebook my flight lost to the the Bestjet financial collapse .
I have reported the matter to all of the above listed agencies in Australia and they have told me to contact SENIOR MANAGEMENT at Singapore Airlines immediatly.
It is bad enough that Singapore cancelled my tickets booked through Bestjet on November 11th 2018 and E Ticketed with seat selection soon after - but neither Singapore nor Bestjet properly informed us of this cancellation - I found out independently .
Singapore Airlines should have replaced these tickets I believe - as other airlines including Royal Brunei and Virgin have
HOWEVER - Singapore could have at least honoured y original booking price AT THE VERY LEAST .
I have had extraordinary difficulty dealing with your people - numerous emails and calls to them have not helped me at all --
A person called Charles from Kris chat line has tried to help and has called me at my home . He is reasonable, prompt and helpful.
Last night he called and said that his MANAGEMENT TEAM had rejected my request for the original booking price to be honoured .
They had in fact increased the re book price
I have emailed the original receipt and E tickets to him that show the flights at a total cost of $3, 187.94 pus seat selection cost .
I your require it again, I can send that
My dates of travel are : Feb 25 depart Brisbane . Return April 5 from Split, Croatia .
THIS IS NOT A PEAK PERIOD
We see multiple Singapore flights advertised for sale at near this price currently.
THis means Singapore are re selling cancelled bookings - despicable!
If Singapore will not honour my original booking price - I will not pay extra to Singapore and I will book with another airline .
I will not fly with Singapore again
Neither will any of my frequent flyer adult family.
I will also report he matter in the over 50 years travel advice paper that I write .
I will also advise my University students of this event with Singapore .
I will continue to pursue charge back from my bank .
I will continue with my complaints to Govt agencies in Australia .
HOWEVER - it could be that Singapore Head Office is unaware of these actions by their subsidiary offices ?
If so, this is your chance to rectify this matter with me .
I MUST know your decision by 12 noon Australian time - as I must book again now as I have medical appointments and a wedding to attend in Croatia .
I am able to bring my dates back to from the 19th of February if required - but then my return flights from Split will be brought back accordingly . My insurance is for a max 45 day trip.
I await you immediate reply
Coral Lesic
Ivan Lesic
Murarrie
Qld Australia

REF: Bestjet BJT154191436120
Singapore booking ref: SQXIYP
Ref from Charles . Charles KZZRSF
most recent Singapore chat ref : 007PaE2AUDDR78N
emailed to: au_reservations@singapore.com.sq

I have spoken with Pilot Partners for Bestjet

I have also spoken to MEL and AL at Singapore who were unhelpful.

I purchased seven flights with Singapore Airlines, with some flights transferred to code share with other airlines by SA. Within these bookings I was unable to board one of the flights due to the booking not being recognised, though I had ticket confirmation from SA.
The flight was departing NZ Christchurch airport on the 6th March 2018, with SA using a code share with Air New Zealand. After a long protracted time period of not being able to book-in, it became apparent my booking reservation was no longer within the ANZ system. SA had cancelled it with ANZ on the 1st March. There was no communication confirming why they cancelled, or alternative flight arrangement being made.
It was left to myself to find a new flight, where I booked two seats on a similar flight the following day, directly through Air New Zealand. The lack of support by S A was appalling customer service, when my booking was through their airline. I spent seven hours on the phone to SA on the 6th March with no resolution or support.
To-date I'm trying to resolve the episode of not receiving a flight I paid for but did not receive, with a current ineptitude attitude within SA.
Then on the 6th December I receive a very discourteous email from SA just stating "Hope you are well, I am contacting you again in response to your last reply. As we have given the matter our full attention, we feel that there is nothing further to add to what has already been shared with you. Therefore, we will not be corresponding any further on this matter." With no back up to their internal review, as requested, providing evidence SA had taken appropriate action and implement due diligence to ensure I received the service I had paid for. I take this as disrespectful and incongruous when trying to respectfully resolve a totally unacceptable experience of booking flights with S A.
I sincerely awaited a response that re-addressed my customer expectations of an airline that claims to give unrivalled customer service. With a clear mission statement "Singapore Airlines is a global company dedicated to providing air transportation services of the highest quality and to maximising returns for the benefit of its shareholders and employees". Plus vision statements; quality services to customers clearly stated and the company's fundamental objective and aspiration which project world-class customer service as a commitment. With my experience on this occasion, S A have not just delivered an abominable service but to compound it with denial and unsympathetic after customer service recognition, absolutely astounds me.
Is my experience indicative of a new budget airline approach to customer service by SA? I'm sharing this experience, enabling people to be conscious of the possible service you will now receive from SA. Premium price structure with budget approach to consumers.

My parents aged 74 and 67 were travelling from Cochin to Sydney on Dec 25, 2018. Thw took flight SQ5367 from Cochin to Singapore and then SQ288. from Singapore to Sydney.

Booking Reference Number: QBEV2W

Upon landing in Singapore, they were denied wheelchair assistance inspite this being confirmed multiple times via phone (Singapore airlines call support)and at Cochin airport counter.

My parents are aged and have knee problems and this has caused my parents a lot of difficulty. I had called up Singapore airlines support multiple times to ensure assistance was included and they confirmed it was all good.
This is really disgusting. I had an earlier bad experience with baby bassinet confirmed via phone but rejected at the airport counter.
There is a total disconnect between what we are told as confirmed vs what we experience at the airlines counter.

I bought aproduct KSO :[protected]-230242 on 5/12/2018 using Krisflyer points earned. I had paid shipping fees during the purchase. Unfortunately i was told to fork out another 549.10 rinngit when i recieved the product. This appears to be like a SCAM. i AM VERY DISAPPOINTED WITH THIS PURCHASE. Firstly there are so many hidden costs not mentioned. Secondly the product was sent very late after many emails liasing with your officer. Thirdly, I was in the midst with Nafisa, one of your kind officer to arrange the product to be returned to Singapore. The product was just dumped in my husband's place. I have been a faithful and frequent customer of Singapore Airline. This is my first purchase with KrisShop on line. I find this service very very disappointed. This is not justifiable. I would like an official explanation. I received an expensive and horrible gift from Singapore airline as my Christmas Present

Hai I have applied for a refund of my ticket fare as my family was sick and unable to travel. I provided medical certificates for both passengers 3 months ago. I booked the ticket through an agency called Flyworld travels located in Australia and India. they saying SingaporeAir not replying to my refund request. Can u tell me what I need to do next

I had booked 3 tickets from Milan to Changsha on Expedia, using Singapore Air.

Singapore air cancelled the flights, they no longer go to Changsha.

Expedia is not able to book on a different airline without a waiver code from Singapore Air. Expedia e-mailed Singapore Air, and Singapore Air did not reply for 4 days. Singapore Air won't talk to me directly, they insist speaking with Expedia.

So I did a conference call, Singapore air and Expedia. They just told the Expedia person to e-mail them again. I said: 1. He did e-mail you and you didn't reply, 2. we only have 1 phone number to call, and 3. you are not able to do anything over the phone.

She simply told us to e-mail again.

I can't book my hotels nor make subsequent arrangements around a complex trip until they fix this. Fixing appears far from certain, and 4 days is way to long to wait.

Hi,
My Niece Ms Lu Ye was trying to check in MI 936 on 16Dec 2018. The booking ref number is VMWLEZ. Daniel Lee at the check in counter insisted she was under 18 according to the system info and asked her to pay 50 USD for accompany services for minors. As my niece's Uncle, I called Daniel (I was not with my niece) and explained she was 18 years old indeed. Her birthday was 22 May 2000 as stated in the passport.
However, Daniel was very stubborn and didn't listen to customer's explanation at all. He was like a robot or he was simply not willing to make corrections for system errors.
I called Kryslyer customer services twice to verify the situation. The first time the customer service agent told me the age for minor is defined 18 years or below. Then I checked the website, it mentioned "below 18". I called Krisflyer customer service again and the agent told me the system got an error and apologised to me. However, he was not able to contact the ground staff at the airport. And then, my niece paid the USD 50 in or set not to miss the flight. That was about 1 hour before departure time.
I, hereby, would like to file a formal complaint and requested SIA to:
1. Make enough education to its staff. In this case, Danie being arrogant and stubborn enough not to listen to customer; the first customer service agent who received my call to krysflyer contact being giving wrong information
2. Compensation or reimbursement of the USD 50. My Niece has to do that under time pressure although we all know he was above 18 years old

Over 30 mins from my niece being refused to check in till the time she had to pay for "uncompanied minor" services, we mad more than 5 calls and we suffered great deal of anxiety and stress.

I hope we can hear from SIA soon.

Regards,
Guoxiang
PS, my Krisflyer number is809 656 9964 .
You should know my contact details.

Date- 28/11/18
OYIMY8
I have a complaint with SilkAir flying from Siem Reap to Singapore.
Considering you're part of Singapore airlines, Im utterly disgusted with the treatment we received at security and that you supposedly have different rules than them?
My partner always takes a Ridge Monkey Power Pack were ever we travel, this is a portable power pack which enables you to charge your mobiles etc wherever you go without having to use a plug socket. The only problem this has ever caused is in Thailand when we had to remove it from our hold luggage and carry it in hand luggage. This has been in and out of many countries with many different airlines. We have always been told it must travel in our hand luggage, so this is what we did, for all the 6 flights already taken in this holiday. We even asked at all the internal flight security areas and was told to leave it in our hand luggage.
We came across a security supervisor called So Udom, he didn't know what this was and didn't understand what we were telling him. He showed it to his colleagues and from their responses it appeared that they said to let it through. He made numerous phone calls and we asked to speak to his manager. Then Mony Rith (airport authority) appeared and was extremely rude to us, we explained and after about 40 minutes we had to walk away without the power pack, which has now cost £140 to replace.
So Udom kept saying the battery was over the size allowed and Mony Rith asked for the ticket that we were given with our hold luggage tickets on and kept pointing out that it said on there it wasn't allowed. This ticket was given after checking in our hold luggage, so we would not have know this information until it was too late and why would we even think there would be a problem as all other airlines allowed this. We asked for a letter saying they'd kept it so I could claim on the insurance but this request was rudely denied and we were made us feel like criminals In front of all the other passengers. We asked if they could send it and they said no, I know it's not their job but they were not prepared to try and help. When I tried to look at Mony Rith's name badge to take a note of his name, he angrily snatched it back and told me not to touch, so I had to ask him how to spell his name.
On the website it states" •Rechargeable battery packs, e.g. power banks, are treated as spare lithium batteries. The carriage of these items are subject to local regula
•Spare lithium batteries are not allowed in checked-in baggage. They must be carried as cabin baggage only"
This totally ruined what had been the most amazing holiday ever, so I would appreciate someone coming back to me with some suitable explanations please.
I look forward to your reply.

SilkAir website will not accept my complaint?

On Dec 18 I flew on SQ 942 from singapore to Denpasar, Bali. When i collected my brand new leather luggage bag at Denpasar, the main zipper was broken and the padlock was missing . It broke my heart.
Please come to my residence at 7 Thomson Lane, #08-03, Singapore 297725 anytime from Monday to Saturday to collect it, repair and deliver it back.
Otherwise the flight was excellent.
Sincerely,

Peter Keith Fernando