Singapore Airlines
Reviews and Complaints

Date Departure from Singapore: [protected]
Flight : SQ346 SINGAPORE TO ZURICH

When reached ZURICH Airport, upon received luggage, saw the handle was "cracked".
Had reported to the Airport claim counter immediately, the staff said as it still functioning,
they will not replace/ exchange a new one.
Only provided me a report (see attached files) to claim from insurance company.

I had emailed to "[protected]@singaporeair.com.sg" on [protected], no response from them.

If you are not the right person, kindly feedback or forward my complaint to the person in charge.

I am very disappointed with the Airport Staff who handle the luggage. Be it in Singapore Airport or in Zurich Airport.

When reached ZURICH Airport, upon received luggage, saw the handle was "cracked".
Had reported to the Airport claim counter immediately, the staff just use a walkie talkie to speak to another "person" and told the person the luggage is working fine even it had a cracked handle.

The person reply and said that since it is still functioning, they will not replace/ exchange a new one.
Only provided me a report (see attached files) to claim from insurance company.

The person who is talking through the walkie talkie, never even have a look at the condition of the cracked just reply to the staff to give me a report to claim from insurance company.

Don't you think the Airport Staff who handle the luggage have own the responsibility for the Damage !

There is no excuse to say that although the handle was cracked but still can be use and you are not responsible for the MISHANDLING !

Very Irresponsible reply. It is NOT Accepted.

Do you think I will use the same "Cracked Handle luggage" for my next trip...with Singapore Airline ? Although it is, what you considered, still "functioning" ?

I demand a compensation ! You can send me a new 28" Luggage will do.

My email : [protected]@yahoo.com.sg

Singapore Airlines refused to give wheel chair assistance to my parents when they landed in Singapore from Delhi on SQ 401, TICKET: SQ/ETKT 618 [protected] FOR JAWAHAR LAL/MR
01 DEC 23:35, , TICKET: SQ/ETKT 618 [protected] FOR SANTOSH KUMARI/MR. My mother who is 64 and diabetic feels breathlessness after she walk few steps, that's one of the reasons I chose to reconfirm wheelchair assistance REQUEST two days prior before my parents flew out of India, I have the prrof of the calls that I made. I was advised that this was already confirmed (during our bookings which we did in September and assistance will be provide from India to Singapore (yes they provided) and Singapore to Adelaide (REFUSED TO PROVIDE). I reconfirmed it three times on the call because I knew that my parents especially my mother who feel breathlessness after walking for few steps.
Now her feet's are swelled and her knees are in a terrible pain. I feel the management of the companies providing the special assistance is to blame, and it reveals the lack of recognition for those who need special assistance, despite the fact that more and more people with disabilities and impairments are travelling - up 66% since 2017.
There was one more old aged parents who argumented for not providing wheel chair and they were told that's it's a VOLUNTEER assistance NOT PAID, bloody hell if we are spending thousands of $s, due to think spending 100 or 200 would make a difference?
FYI, I am still trying to in contact with the other old aged parents because I want to bring that staff member who used the words. I wish he could have clicked his pic or do the recording but we can't expect this from old aged folks. SHAME ON THAT GUY, I AM GONNA BRING HIS FACE ON THE SOCIAL MEDIA.
My objective of this letter is for Singapore Airlines to acknowledge, provide an apology, provide Harassments and provide training to your staff in this regard as you totally failed to deliver wheelchair in Changi airport
If you can't provide wheel chair assistance for 60+, remove the provision of wheelchair assistance as you are not capable of providing it.
As my experience to date with SINGAPORE AIRLINES is the need to continually repeat myself by asking as many people for assistance I will also do this with this letter, until I hear back from someone. For this reason, based on current experiences, I will be circulating this letter through various social media channels, and other aviation related bodies and media that will may be able to assist you in acknowledging receipt of this letter and replying to it.

P.S - Last time when I flew from Singapore To Adelaide, at the time of boarding on Changi airport, your staff was so RUDE that I was feeling like Racism, I wanted to do the recordings but unfortunately I had a kid with me who was feeling sleepy. Train your staff to behave PROPERLY, if they are so tired or annoyed to their jobs, get a new young staff who can atleast talk to the passenger in a polite way. You guys are not doing any favor on us by giving us a seat on your so called airlines, we are doing a favor to choose your airlines.

Sunayna Luthra

1) We were departing from Singapore Changi Airport to Perth on Tuesday, 20 Nov 2108 on Flight SQ213. Upon arrival at Perth Airport and claimed our baggage, my baggage number lock was damaged. It could not be locked and totally usable at all.

2) On the return flight from Perth to Singapore on SQ 226 on Sunday, 25 Nov 2018, my husband and I were appalled of Singapore Airlines flight services:

a) The Malay cabin crew, who was serving beverages to passengers on flight just ignored us. He served the lady in the front seat and the Hong Kong passengers behind us and further one back rows and just ignored us! The HK passengers were puzzled and so were we. My husband had to get up from his seat and walked two rows behind us and asked for 2 cups of hot tea!

b) We were at aisle seats F & G. During the collection of the finished meal trays, the same cabin crew could ask my husband to pass my finished tray to him. Well, we do understand that it might be too difficult for him to reach it. After passing it to him, he did not even say a word of "Thank You". It was so impolite of him. Even a small child knows some manners.

3) On this return flight SQ226 to Singapore, my husband's baggage lock was damaged. Both of our Samsonite luggage were new.

When the plane touched down and the cabin crews were at the exit greeting us, the Malay cabin has taken down his name tag. The SQ name tags are all embossed with gold with glossy black background which quite difficult to see the names of cabin crews

We were really appalled at how a world-class airline would succumb to such treatments towards us, especially Singaporeans

Re:- flight SQ325 - 12 Nov 2018. Partner (Bronwyn Anne Farrow) paid for herself and partner (Robin Lionel Farrow) extra legroom space (receipt numbers/reference [protected] & 97) A$231 - March 08 2018. Tickets issued 41 A & B. Checked in! Tickets issued for 45B & C! On aircraft advised that seats were already allocated as original booking was not recorded even though receipts and boarding passes produced. After debate, seats 45 H & K allocated - normal economy (SQ KFLY [protected] & [protected]). Thus, loss of $231 and significant back and leg discomfort due to reduced space - reason why original tickets were booked and paid for! Reimbursement of A$231 at least should occur!

Robin & Bronwyn Farrow, 29 Silty way, Moolap, Vic, Australia, 3224, +[protected]

To Whom it may Concern
Please read Thr email below sent in July which has not been responded to. I leave Siem Reap next week- and will be in transit in Singapore on Thursday 29 Nov.
Please Respond immediately - I am requesting airport vouchers as compensation for needing to pay an extra night accommodation, food and the inconvenience. I am disappointed that after 4 months no one has responded to my email.

Regards
Marina Power

Sent from my iPhone

Begin forwarded message:

From: Marina Power
Date: 23 July 2018 at 9:11:51 am GMT+7
To: "[protected]@singaporeair.com.sg"
Cc: Marina Power
Subject: 'TEOJ5I Marina Power - Flight change compensation'.

To whom it may concern.
I have through Student Flights arranged to leave Siem Reap on 29/11 after my flight from Siem Reap to Singapore was cancelled on the 28/11. I am requested some compensation ( possibly through an Airport Voucher ) or the like, that I can use when I am in transit in Singapore, by way of compensation. I will now need to pay for an additional day hotel accommodation, food etc in Siem Reap.

I am very disappointed that Singapore Airlines have not offered anything to me as yet. I look forward to hearing from you with an offer of compensation.

Thank you

Regards

Marina Power

Important Notic addressee and are confidential; any unauthorised use, reproduction or storage of the contents is expressly prohibited. If you have received this email in error, please delete it and any

I have been trying to book a flight for 24 hours no with no luck - I have spoken to several sales agents. Each time they ask my to type my credit card number which does not work - I have tried this time and time again with no luck. This process does not work - as such I have not been able to book a flight

I want to speak with someone regarding this matter

My name is Marie Zondler and I booked a round trip from Los Angeles to Mumbai in October 2018. I paid an extra 1300 US dollars to get Economy plus . All went well going over, however, on the return in my mind the most disturbing thing occured. I was on flight 012 Seat 35, aisle seat.October 30th 2018 leaving Mumbai, a man came and sat in the window seat, had shorts on, took his shoes off no socks and proceeded to fondle himself in a big way. He saw me looking and took the blanket and covered himself up and continued, in the mean time I finally got the stewardess attention and told her, she said she need to speak with her superior and came back and said I could move, no aisle seats left .
He should have been moved and talked too.
I moved to a middle seat, nothing was said to him at all, and nothing else to me. I was really distrubed that I had even had to witness this activity for any amount of time, in my mind it was disgusting, and the way Singapore airlines handle it was in my opinion an airline that won number 1, wasn't commiserate with their reputation at all.
I paid for aisle seats, if I had wanted a middle seat, I would have stayed in ecomony. I thing I should get type of refund.
Also the fact that I was offered a down grade in my opinion was not in my opinion the right thing to do at all.
In fact I consider that I had to witness this at all, is perhaps against the law in public. I am in the process of trying to research this type of problem and what airlines do in this situation.

I am looking forward to hearing from your airlines.
Marie M. Zondler [protected]@sbcglobal.net

On the 09 SEP from Darwin (DRW) to Singapore (SIN). Booking Reference Number: PF8KW5.
We travelled on to Moscow where my suitcase was retrieved with broken wheels causing problems in dragging it.

If you dispute your baggage handling as the cause of the problem fine.

Tell me how this damage occurred and I will accept it.

However what I do not accept is the three attempts at seeking some explanation where we have been totally ignored.

Despite promises no one has bothered to contact us.

My wife and I travel often, usually by Singapore airlines or Silk Air and over the years we have spent many thousands of dollars in purchasing Singapore Airline tickets.

I think it reasonable that we are owed some explanation; or do you ignore all your complainants?

Thank you for your attention and assistance.

kind regards,

graham clarke

Hi, we just reached our Sydney Hotel at Central. I want to complain about the meal my husband took on board SQ231, flying from Singapore to Sydney on 3 Nov. He was seated at 74K and was served a seafood set. After consuming the food for 5hr, while we were still on the plane, he threw out. My husband was perfectly fine when we set off from home. The food had made he sick. Please, please make sure your food are preserved and cook well before serving.

Now I had to bring him to see doctor.

Name: Fredric Tai Kwok Kin
Date: 3 Nov 2018
Flight: SQ231
Seat: 74K

Regards,
Mrs Tai

Dear Sir/ Ma'am,

Greetings of peace!

Hello good day, I am now packing up my things bound for my domestic flight here in Philippines. I already sent a feedback about my flight experience but I just notice that the base of my luggage was broken. Furthermore, the damaged was not seen in the airport nor in the house because there was a upper cover on it. It's the time when I'm transferring my other belongings I just found it was damaged.
Could anyone give me help on this regard?

My flight was last Oct.27, 2018.
Flight Number: SQ912

Sincerely,

James Flor
Email add: [protected]@gmail.com

Hi, my name is Sukhdeep kaur Dhaliwal . I had booked many tickets with Singapore airlines but this is happen twice with me that my mother in law not been provided wheelchair as she has a surgery of both the feet's and not be able to walk .i booked on 24 August, booking reference - Q9S442, and again confirm the wheelchair facility over the phone on day before departure . But no one give her wheelchair at Brisbane international airport and they reac the airport at 3 o clock before 3 hours from flight departure .
No one listen to them . They request many times but airline said they have only two wheelchairs and they have no lift.
They provide wheelchair to those persons who reached late then them.
My parents now reach at home but my mother in law's condition is so bad she feel pain in both feet's and she have to go to the doctor again.
If anything bad happens to her you will be responsible for the that.
Service is really disappointed me. I will think 100 of times before booked the ticket with you. Because I booked more than 20 times but now I feel do not waste money on those who do not even care their customers.
Any question contact me [protected]
Email- Sukhwant. [protected]@gmail.com

I am writing to express my discontentment with my recent round-trip flight experience to Kuala Lumpur and back.

I had topped up for flight difference in package price for Singapore Airlines under Expedia (flight's package was for low-cost carrier). However, only to my utter dismay during the day of flight check-in at Changi Airport's boarding counter did we find out that the flight was for SilkAir.

On the night before our departure, I had received a check-in confirmation e-mail which stated the flight number as MI xxx Nevertheless, I received another e-mail on the following day informing us that we were booked on SQ xxx for our return trip.

What transpired and added on to the incongruence was that, during booking on Expedia's website, the flight listing showed SIA and SilkAir having the same departure and arrival timings. The purpose of my wanting to upgrade the flight to SIA was for experience purpose. This was totally dashed when it turned out that we were to be on SilkAir flight instead. If I had known from the start that this would happen, I would have proceeded with opting for budget carrier which would result in lesser expenses and satisfaction, per se.

For a layman consumer, I would entirely find this misleading and giving false impression to users for SIA's flight listing. Why bear SIA logo and flight number but only to be "operated by SilkAir" as stated in the itinerary? After conducting my personal research, I discovered about the existence of SIA's codesharing with other flights. Who would keep tabs about this other than SIA's frequent flyers? For people who are experiencing it firsthand, it would not strike their mind that the clause "operated by SilkAir" would translate to being on SilkAir and not SIA. SilkAir may be SIA's subsidiary but it is the experience that we are pursuing and nothing less.

Also, I was told during our return flight at Kuala Lumpur International Airport's boarding counter that there was an actual SIA flight back to Singapore during the night time. How fair could it be to not be able to experience it ourselves?

Very dissatisfying first time experience !

I made an online order from Krisshop mail order for an item to be collected on board my flight SQ 346. The order was confirmed and an invoice was sent. Two days before my flight, I called up Krisshop to make sure that it will be alright and I will receive it on board and again I was assured that everything will be alright. But sadly when I took my flight on 20 Oct, the item was not even there. This is really disappointing! The item is meant to be the birthday present for my son and now I have nothing to give. I hope Singapore Airlines can get to the bottom of this and give me a suitable reply.

To Whom it May Concern

This is the 7th attempt to voice my complaint about the meal service of which I came down with food poisoning from.
Sept 29 at 9:11 my family and I took SQ 631 from Hanada to Singapore. Due to the early flight we left home at 4am in Nagano ken to arrive in time to a long term parking area close to Hanada airport. We then proceeded by shuttle bus to the airport, checked in, proceeded though customs and went to the departure gate; we did not eat before the flight and the only liquids consumed was water before we went through customs.
I requested vegetarian meals for the flight, one of them was tainted. By the time we boarded our connecting flight to Bali, I was already feeling poorly and did not eat the meal service on that flight. I really became ill once at the hotel and was violently sick all night, not even being able to hold down any liquids, I also had terrible diarrhea. These symptoms lasted for 3 days which really disrupted our travel plans. We were lucky to have met a doctor staying at our hotel who kindly gave me some medication to ease my symptoms.
I've always spoken highly of your airline and up to now have experienced good service. I'm rather disappointed that after emailing your Dempasar office, trying numerous times to lodge a complaint through my i-phone from Bali but not being able to complete the online form after filling everything in, calling the toll free complaints then being told to fill in another form, which I did, now I am writing here. Hopefully, at some point, some one will get back to me. I don't know if other people on the flight were also poisoned, I hope not, as it is not a nice way to start your vacation.

Yours sincerely

Megumi Roberts
KF # [protected]

Dear Manager

RE: COMPLAINT REGARDING BOOKING REFERENCE OP4PJH PURCHASED ON 20 APRIL 2018.

Due to family / work commitments I am unable to make my booking to travel from Perth to Phuket on Tuesday 6th November 2018. I will still be traveling to Phuket, however I will be departing from New York. I would still like to travel home on the return leg of my booking from Phuket to Perth as detailed below.

3. Phuket to Singapore - Total travel time: 1hrs 45mins Status: Confirmed
ECONOMY(W)
SQ 5053
Boeing 737-800
Operated by SilkAir HKT 14:55
17 Nov (Sat)
Phuket, Phuket Intl, Terminal Intl SIN 17:40
17 Nov (Sat)
Singapore, Changi Intl, Terminal 2
Flying time: 1hrs 45mins
Cabin class: Economy (W)*
4. Singapore to Perth - Total travel time: 5hrs 15mins Status: Confirmed
ECONOMY STANDARD(W)
SQ 215
787
Singapore Airlines SIN 18:40
17 Nov (Sat)
Singapore, Changi Intl, Terminal 3 PER 23:55
17 Nov (Sat)
Perth, Perth Intl, Terminal 1
Flying time: 5hrs 15mins
Cabin class: Economy (W)

I have gone back and forth with your customer service team who have been unhelpful, rude and abrupt regarding this issue. I have provided my new flight itinerary from NYC to Phuket as requested and have been informed that because I will not be boarding my flight from Perth to Phuket i will be tagged as out of sequence and as a consequence my return leg which I would still like to use will be cancelled also.

I am unhappy with this outcome and suggest it is completely unacceptable. I have paid in full for that flight and contacted the airline to advise of my new intentions (which are out of my control). I contacted the airline as a courtesy and have been informed that I will not be able to board a flight I have booked and paid in full because I am not using the first flight on the booking only the return leg.

I was advised by customer service that exceptions can and have been made on this absurd condition, however in this instance they will not be. I believe this to be completely unfair and unjust.

I would like my case reviewed and subsequently be allowed to board my return flight from Phuket as per my booking reference.

I would like to have this problem fixed quickly please. If I do not hear from you within 10 days, I will lodge a formal complaint with Consumer Affairs.

You can contact me on [protected] discuss this matter further.

Yours sincerely,

Dustin Hume

Hello
Booking reference WRBOUG.
We had 4 people travelling from Phuket(HKT) to Singapore(SIN) on flight SQ5053 on the 13-Oct-2018.
We booked in online and printed our boarding passes as follows:
Mr Kahanui Hohipuha Seat 25F
Mr Raymond Hohipuha Seat 19A
Mrs Brenda Clark Hohipuha Seat 18F
Mrs Geane Hohipuha Seat 18E
I believed once these bookings were confirmed online seats could not be changed.
When we went to board Mr Raymond Hohipuha had seat 18F and Mrs Geane Hohipuha had seat 18E.
Mrs Brenda Clark Hohipuha was issued with a different seat number further up the plane.
It has caused a bit of tension amongst our small travel group and one party has suggested we requested the change at the counter which we didn't.
As per online printing of boarding passes seats cant be changed.
I just need an explanation why these seats were changed so we can diffuse a family situation getting out of hand. I know when your seat is allocate you cant change.
I would appreciate any information you can provide to clarify this matter.
Kind regards Geane Hohipuha

I am Mr Marty Wall. My booking info was RM27NR flight from Bangkok to Perth Australia on 9/10/2018. I arrived on time to find flight delayed 1hour and received meal ticket ( which doesn't cover a meal & drink)- all ok . Getting plane cleared took 1/2hr longer than normal. Got into plane n flight slot gone.waited over an hour on Tarmac with no aircon in the back of this jet (terrible).We fly out.Land in Singapore but connection missed. Dumped out of plane no explanations, no assistance and given again a meal voucher ( $15 dollars - went to few places on list but at Non could a meal n drink or nearly all a meal ( including just sandwich) a pint of Guinness is $18 dollars in Singapore). I was delayed ( stuck) for 5 hours.iI wasn't even told how to get to T3 just handed a ticket n voucher n 'sorry delay' Waited in great discomfort as I had become quite ill on holiday and it looks like now 6months to fully recover. The problem was I should have been in Perth 8hrs earlier to take my medication. It was stuck in my case but, because just dumped out in bags shot off ( not even a gate number was given just T3. I missed my medication . Got on terrible seat at back of plane again( not booked window seat.I explained about my medication but as I presume there were a lot of people so late I didn't want to make it worse for them by getting my bag unloaded so I said I, d fly n take them in Perth. Four people aggressively asked me if 'I was o.k to fly'. I said yes. I could not close one eye n so covered it and put a cover over my head n tried to sleep the flight. This went ok. At NO point did any member of Singapore air ask - was I o.k. Not even offered a glass of water. On either flight. Information assistance in Singapore was also rude and unhelpful. Half my face was paralysed so I probably look odd but still no excuse. The delay ment I missed Dr appointment and seeing my medical officer at work n arranging leave n started of medical rehabilitation. All 10th oct lost because of Singapore air.
Summary. My worst flight experience ever- and I'm now 51. Singapore air flight was Terrible - slow, late, poor seats, inhelpful n rude staff . I was in discomfort for nearly all of the incredible 17hrs it took you to get me to Perth.Your meal vouchers are a joke n having to issue 2 in one flight is also an unacceptable. You don't seem to have much idea on how to get someone who has unexpectedly fallen ill through a flight. Very poor effort. Going back and forth from England to Australia n later just to Singapore - Singapore Ir was my favourite airline. It's such a shame to see standards drop so low now. I just can't see me flying with you again.
I don't want anything just just look out more for others like me on up and coming flights.

Hi, would like to notify SIA of the unacceptable behaviour from a SQ office manager at Incheon Airport.
My husband and I were flying back from Incheon to Singapore on SQ603 on 18 September 2018. We were experiencing issues with our luggage lock on our way to the airport with our passports in it. It could not be opened even with the right combination and we were stressed over it and decided to head to airport to see if any one could assist in such matters.
The first thing we did was to approach SQ check in counter and asked for a solution. We tried to explain that we probably could resolve this with a TSA master key but apparently no one has ever heard of TSA lock (which is odd as all luggages have that now). Not wanting to make things difficult for the counter staff, we say we would like to meet the manager at the SQ office in Incheon. Our point is that he/she would have come across similar cases in the past and would be more well-positioned to provide advice. So the lady led us to the office and the manager came out. We explained our situation and ask if he has any advice. I clearly remember the first thing he said was that he has seen plenty of such cases. And he stopped short of his sentences. I tried to seek more information and ask so how does he advise those customers. He say in such cases, they have to break the lock and stopped short there again. I again try to ask how then do they break the locks in such cases? And for no reason, he got offended and stop me in the middle of my question by saying in a annoyed tone 'excuse me, we are just airport staff. Why are you talking to me in this manner?' at this point, it seems as if the Korean hierarchy goes into play and I shouldn't be questioning him at all because he is much older.
I maintain that throughout the conversation, I was in no way rude to him nor demanding. Merely asking reasonable questions cause he was not informative at all.
Not wanting to make him any more annoyed as we are in desperate situation due to the passport issue, I re-explained myself. He went back into the office and got his colleague to pass us a plier? Implying we can break it ourselves. After that he did not come out at all to bid goodbye nor expressed concern.
We were not disappointed by the lack of solutions but by how we were treated throughout by him. We were Singaporeans, taking a Singapore airline because I trusted this brand and believed that I would be treated with respect and the first point of help I can think of in such emergency situations. There wasn't any one in the office that tried to soothe our anxiousness or tried calling or asking around for solutions. None. Thats how stranded and helpless we felt in a SQ office of all places we least expected.
After that we took the plier and left the office. We approached the general information counter for help and surprised to know that there is a service shop at the basement for faulty luggages. We make a mad rush down as it closed in 15mins. Everything was resolved by then and we made it safely on our flight back.
But my perception of Singapore airline was seriously marred by this incident. Not all customers will ever get to be in touch with the office staff and while they are not counter staff. I think they should still be infused with a service oriented attitude as every contact with a customer affects the company/brand. As staff based in airport, they should also be well-equipped with information about airport services, if not, then at least try calling information counter. Do something that make us feel that you tried your best to help us.
I didn't catch the manager name but the other male colleague who passed the plier to us was Park Injae. I do not have photos to submit but if they ever want the plier back, you can pick it from my place.

My images of Singapore Airline were kind and it had provided good cares to customers but I realized that it was not true when I took SQ602, seat# 42F on 30 September., 2018. One Korean cabin crew named MS. Hyun Jung Oh behaved very unprofessionally. Here are my complaints.

1. when she served the first drink and I finished. I asked another wine but she said to me to wait until next round as scheduled. It took 15 min to serve the second. - very unpleasant.

2. when she took back the empty glass which put on my table while I watched TV. Unlike other Singaporean crew, she asked if finished and asked me to hand it over to her food stand - absent of service mind & no customer-oriented work.

3. when it was coffee serving time, she bypassed me without asking me. Later I called her by pushing call button though. Think it was on purpose and she tried to start an emotional fight. - very unprofessional & narrow-mind service mind

4. when another Korean cabin crew, unknow her name asked dutyfree shopping, I ordered on Godiva bar-type chocolate and Elizabeth Arden lipstick. But she replied to me they might not have Godiva and checked. For over 20 minutes, she never showed up so I asked other Singaporean man cabin crew to buy same. He came to me in 1 minute with two items. - think it's a matter of sincerity

My understanding of a cabin crew's job is to give a comfortable and good care to customers while in flight. But this time, I felt uncomfortable and had an unpleasant impression on Singapore Airline because of Korean cabin crews.

Opine you need to get these two cabin crews reeducated or reshuffle to other routes.

I refer to our flights in May/June this year from Port Macquarie/Sydney to Singapore/Malaysia and return booked through Helloworld Travel Port Macquarie, Australia.

While in Kuala Lumpur we made a 2-day trip to Malacca where unfortunately my partner became unwell so we then decided it best to return directly to Singapore from Malacca by coach on 15/6/18 rather than return to KL for another 4 days before catching our booked flight from KL to Singapore on 19/6/18. Of course we expected to forfeit the fare already paid for our Silkair flight from KL to Singapore, even though we cancelled in sufficient time for our seats to be re-issued.

What we did not expect however, was the $770.00 fee to simply retain our Singapore to Sydney tickets on the same day and on the same flight as we had already booked, and it would be appreciated if you could explain why such an excessive fee was required.

Relevant flight details as follows:-

Tuesday 19/6/18 - Kuala Lumpur/Singapore. Flight SQ5118 (Silkair) - the cancelled flight.

Tuesday 19/6/18 - Singapore/Sydney. Flight SQ221

We did enjoy travelling with Singapore Airlines and we look forward to flying with you again next year.

Regards
John Kay