Singapore Airlines
Reviews and Complaints

My ticket number is 618 [protected].

Originally I was to fly from auckland to Delhi on 31 August but I decided not to due to ill health.

At 8 am New Zealand time I called auckland office number and it went through all the options automated and hold was never ending. I disconnected after 30 mins and I called back again at 9 10 am and the rep reserved my travel back on 6 September and the time limit was too little to 6 am New Zealand time.

I called Singapore contact centre +65 etc since auckland office was shut at 10 pm at night. After a long hold I got through to franc a representative and then told me she will call back in 10 mins at 11 35 pm at night and I never received any call till 1 20 am at night.

I gave her my numbers and I didn't use my phone so as to not cause any disturbance I receiving any call.

I decided to call at 1 20 am and after 12 mins at 1 32 am my call was attended to and I told the rep my concern about not receiving call back and she said she will call now. But she too never called me. I then decided to call again at 1 43 am and again after a long hold my call was attended and I was very upset about customer service and the rep apologised for all the inconvenience and kept putting me on hold and finally transferred my call after 20 mins to first rep. Franc apologised but I don't accept any apology because calculating fare difference is not very hard and it doesn't take three hours to calculate.

I had a terrible experience with Singapore rep prajakta earlier on 18 / 19 August who misrepresented and befooled me completely by only sending itinerary and not confirmed ticket etc. for which I will detail the story later then delhi airport officials wasted time and I couldn't fly on 19 August.

I have been travelling with SA for over a decade and have been noticing decline in service and I am being forced to take emirates or Thai

I need someone to call me back on [protected] to discuss on this. I will not take this trouble lightly anymore for last two years I am being tormented by Singapore airlines and I have decided not to travel again with you guys

My original flight is SQ 231 and I was rebooked to SQ241, I am diabetic and with heart problem, I was asking assistance to book a hotel, transfer desk reffered me to information, information staff reffered me back to transfer desk, I was getting dizzy already, feeling unwell, looking for a clinic, transfer desk referred me to clinic which is closed.

Information said They dont have available room, without looking or inquiring on the phone.

When I said I am going to pay on my own, they found a room for me, after so many wasted hours of being bounce back from transfer desk of scoot and Singapore airline counter, to information counter.

I am supposed to work tomorrow in Sydney but with the delayed flight, I will be missing work, scoot or singapore airline transfer desk doesnt even want to take responsibility for my overseas call to inform my manager in Sydney.

I am now at ambassador hotel terminal 2, still recovering from from being hypoglycemic with the worst experience I had .

I paid for my seat with a wider legroom, but my rebooked flight seat number is not what I paid for.

I think I don't deserved this treatment, it is not my fault to have all this mess, expenses, inconviniences and health hazzards.

Dear Sinpapore Airlines,

My name is Ms Sokuntheavy Ya and my son's name is Master Kit Ream Fenwick, We flew back on 28 of August 2018 at 6.25 pm with flight number MI 607, while the exact flight was 6.45 pm due to some delay. I had my one check in luggage and a trolley, the check in guy in Phnom Penh airport said I can use my trolley at Singapore, when we arrived, I could never find my trolley, so I went to information desk at terminal 2 and asked for it, a lady at the counter told me to find out detail from the airline desk. I saw the desk and another lady there, she said my trolley was packed directly to Melboune and told me to come back to the information counter to use the singapore airport baby trolley, we came back and met an in charge man this time and he showed us but the trolley there which was not pleased by my son so we had to walk without our trolley. That was okay then. Upon arrival to Melbourne with flight SQ 237, we could not find our trolley at all, and I would like to find out why this was missing?

I have flown with Singapore airline many times, and I never had any problem with missing trolley, from past flights I could use my trolley, but why this recent flight gave me this issue?

Would be very appreciated if you can respond me on this.

Regards,
Sokuntheavy and Kit

I called SQ on Aug 27th to pre-book 2 Adult and 1 Child Singapore Explorer Passes. We arrive into Singapore on Sat 1st September so we we are outside the 72 hour deadline. The reservation agent had all sorts of issues in trying to sell me the passes. Firstly with what currency he was going to sell them in to me (GBP vs AUD vs SGD). Then he could only book 1 Adult and 1 Child, not the second Adult. He said someone from another team would look at it and call me back within 6 hours. 30 hours later I called back and the reservation agent could see a booking for 3 day passes for us but not 2 day passes as requested. After explaining to him we only required a 2 day pass, after 15 minutes on hold, he came back and said that was resolved. However when I asked what currency I was paying in, therefore what the price was, he could not answer that and, after another period of being on hold, he said another team would need to look at this and get back to me! Seriously? This is a product you advertise on your website and yet nobody has the ability to sell it to me! Think you need to retrain to reservation agents! End result I did not spend SGD $264/AUD $251/GBP £151. We will do our own thing and probably spend far less, it was all about the convenience of having the passes but clearly not something SQ cares to much about!

HENG TECK HWA,
Blk 457, Segar Road, #09-139,
Singapore 670457.
Email: [protected]@gmail.com

SQ KFLY [protected]
Boarded flight SQ242-from Sydney back to Singapore.
Retrived my luggages and straight away take a Grabcar service and it's driver help me to lift my bags into its car boot.
This morning found my luggages wheel been broken due to dropping impact. Suspect
bended in the airport conveyors with changing of conveyors? Wish to appeal for
spoilt luggagebag which I recently bought for this trip $95
Enclosed are my photos of my beloved luggages with its spoilt wheels.
Singapore Airlines my first choice.

My daughter & I went to Australia with Singapore Airlines. The cabin crew looked very put out when we requested anything & made me feel like a nuisance. The look on the male crew faces said it all & they were very short & matter of fact. Not welcoming at all. I paid £1, 800 for the flights & on the return leg there was no food left. We were offered the previous evenings left over chicken noodles or a bread bun for breakfast. I'm disgusted with them. I'm not a wealthy person far from it seriously let down. I would like some money back as I cannot afford another holiday in a long time so vouchers of any kind will be useless.

To whomsoever it may concern

Subject: ref: s-[protected]

Hello,

I am writing with extreme disappointment, despair and dejection at the customer service / after service being provided to us. Please refer to the case reference number provided as the subject line. Just to give you a background - this case was initially logged as a feedback on the 7th of august 2018 and was thereafter was forwarded onto the "baggage department in kolkata".

Please refer below to the original feedback/complaint that was submitted:

Point 1:

"this is with extreme disappointment and sadness, I wish to inform that my parents travelled from melbourne to kolkata (via singapore) on saturday, the 4th of august, 2018. To their astonishment, they found that one of their suit cases to be completely damaged (one with a see through hole and other one shows that the cloth is ripped off, refer attachment) upon their arrival at kolkata, india. They tried looking for staff for assistance at the destination airport but no one was eager to help out. They were eager to travel with singapore airlines this time around because they had heard good things about the airlines (warm reception and service). But this incident was a shock to them.

The details are as follows:
Melbourne to sinagpore on sq238.
Singpore to kolkata on sq516
Booking reference - tn65al
Asset tag no - [protected]
Passenger's name - ashoke bose (passport no : l1958091) and sumita bose (passport no: l1969070).
Price of the damaged suitcase - $200 (au$ approx)
Photos of damaged baggage / letter of authorisation was

If this could be looked at urgently and a compensation could be initiated at an earliest, would be appreciated."

Point 2:

Thereafter, we were contacted by singapore airlines (staff named - daniel gomes) from kolkata and asked about all the details which was provided to them with photos of damaged baggage (which was dated 12th of august) and we were told that they would need to do an assessment and they would get back to us within a week.

Point 3:

Upon contacting them back about the progress on the 15th of august, I spoke to a staff named ayesha sultan who was very arrogant and rude. I was told that daniel was on leave and insisted as if my nuisances / issues which I raised was rubbish. I even wrote back to daniel gomes about her approach but disdain. I was actually flabbergasted to hear these unethical comments which was conveyed to me when I spoke to her. Quoting her words - "what has happened to your baggage - it happens". This is surely something clients won't expect when you consider singapore airlines to be a premium airlines of stature and people pay thousands of dollars to avail it.

Point 4:

When I didn't hear back from them even after 7 days (which was initially told to me) - I contacted daniel gomes back through an email yesterday, the 22nd of august 2018.
Then, I was replied back stating that "after careful consideration, we would have to respectfully decline any claim lodged in this regards and sincerely apologize for any inconvenience caused" and he send us protocols/ guidelines for damaged baggage (which I am already aware of - as I am a literate to read through the social media on the internet). The guidelines included what it not covers:

• cuts, scratches, scuffs, dents and marks that may occur despite careful handling - my baggage had a see-through hole and some part of it was ripped off.
• damage to, or loss of, protruding parts of the baggage including, straps, pockets, pull handles, hanger hooks, wheels, external locks, security straps, zipper tabs or other parts attached to the baggage - no as such damage
• unsuitably-packed luggage (e.G. Over-packed) - it was 22-24 kgs and it was not over packed as the allowance was 30 kgs
• baggage accepted under the conditions of the limited release tag - this includes items retrieved or confiscated by the airport authorities or security personnel - na

Point 5:

Also, to mention during these conversations, an email was sent to daniel gomes and ccd to me (may be unknowingly from one of their bosses named david tan yc - sm ccu) quoting "please reject as due wear and tear and not a frequent flyer thanks"

This kind of behaviour is completely unacceptable and unethical. We, as a customer treat singapore airlines with repute and this is absolutely a shock to me.in future, I would need to think twice before I book my tickets through the airline. Hope you can understand my frustration in regard to what has happened.in the context, it is not about claiming a piece of baggage for a couple of hundred dollars but about ethics, which I feel is quite inappropriate.

Anticipating a prompt response.

Please feel free to contact me on +[protected] for further clarifications.

Regards,
Angshu

My name is Miriam Sinai and on the 4/7/18 I and my three children flew with Singapore Airlines from Sydney to Copenhagen via Singapore.
We were due to fly back the 17/8/18 but after boarding our first flight to Singapore at 12.20pm we then had to disembark the aircraft due to some fault of the plane.
We then had to sit and wait and wait and wait to get some information that never came until late in the afternoon when we were told that we had to stay overnight in Copenhagen until the next day when the flight would fly at 9.30am.
Obviously frustrating but I can also understand that if a plane is faulty, you can't fly it. Hotel that was provided was ok but a very draining day as we had already been up early to catch a four hour train ride from Sweden to get to Copenhagen airport...
The following day was an early start getting to the airport in time. When we got there the queues to check in were huge!
When waiting in line, I found out that the plane at 9.30 am to Singapore was cancelled and that Singapore airlines were trying to find other airlines to take us to Singapore and Sydney.
At the counter, I am informed that I can either travel up and down to two European countries before flying to Singapore and then Sydney or the best flight is 12 hours away with Qatar airways, landing Monday morning in Sydney- Two days after me and my children were supposed to be home!
Needless to say that I felt extremely upset, tired and angry! I am flying alone with my three children and it's a long trip regardless if it is delayed or not.
On top of that, the Singapore airline personnel working at the check-out desk as well as the man walking around talking to us stranded passengers, told me that they cannot offer any hotel room for the day (I have a 12 h+ wait) and no food vouchers etc. I will have to buy everything myself and send in the receipts. They did however give us a "notification of rights, and they told us that we should get 600 Euro each for compensation. However, customer relations at Singapore airlines emailed me that I would get no compensation despite the staff told me so and also gave me paper with information about it.

I will also tell you about my trip to Copenhagen three years ago which I never complained for. On the long flight from Copenhagen to Singapore, my whole row of tele screens were not working and the cabin crew could not move us to other seats. This was about 11.5 hours without any tele for me and my three! children. When you spend so much money on tickets for four passengers, you should think that a simple request for tele and inflight entertainment should be met. Instead, I had to entertain them with card games, play doh etc. I can assure you that it was quite tiring! At Singapore, the staff at Singapore airlines gave me and my three children some bloody travel wallet. A total joke and I threw them in the bin immediately!
I have been flying Singapore airlines every time I go to Copenhagen since my oldest daughter was born. That is 14 years! My mother has always used Singapore airlines to visit us in Sydney as well as my sister and my niece. This is because I have told them that Singapore airlines is good to fly with. I have totally changed my mind over the past trips.
This trip I paid a lot of money for my tickets as unforeseen circumstances required that I purchased two single trip tickets instead of return. This trip has cost me about AUD $14500 and in the end I will come home two days later than what expected after having to endure sitting at a terminal for two days, travelling back and forwards and dragging two heavy suitcases around together with three exhausted children. On Monday, we will miss both work and school.

I want what Singapore airlines staff at Copenhagen airport told me I should get in compensation, which is 600 euro each for me and my three children. This comes to a total of 2400 Euro.
Regards,
Miriam Sinai
Kris flyer number: [protected]
Phone: +[protected]

Date of incident: 17/18 of August at Copenhagen airport
Singapore airline flight SQ351 Flight from Copenhagen-Singapore and after this travelling to Sydney.
PS: I have a letter from Singapore airlines as well as a paper with the Notifications of rights that Singapore airline staff gave me at Copenhagen airport. I tried to upload them but they are PDF files and wrong format.

I am highly dissatisfied that Singapore airlines operates Silk air flights on 3 consecutive nights to Kolkata rather than using Singapore airline fleet.
For people who prefer to travel with only SIA and not partner / regional airlines, this is of extreme inconvenience. Alternate day SIA and Silk air fleet would still give an option to passengers to shift travel plans by a day. But 3 days!
I will much prefer travelling with other airlines. SIA should note this if they don't want to lose loyal customers.

Basically Singapore Airlines is profiting off of a natural disaster as they wanted to charge me $1500 USD to change my flight to Bali instead of Lombok. Based on this exchange, I would not recommend Singapore Airlines to anyone - I've gotten better service from the budget airlines.

The agent was worthless - basically kept re-reading an email she had from the head office.

I arrived in Sydney on 5th of May from Singapore by the flight SQ 211. Discovered one luggage damaged after coming home so contacted Airlines on 7th of May and emailed the copy of my passport, boarding passes, luggage tag, copy of the tickets along with the form they wanted me to fill out. After few emails back and forth on 10th of May I received an acknowledgement email that they received all necessary paperwork and will proceed from there and provided me with a case no#SYDSQ09861244. After that no communication what so ever so I called back on 2nd of June on a sydney number 9667 9943, which I found on Singapore Airline's website at that time and spoke to a girl Lena Mansoor. She was absolutely rude and couldn't find any details under the case number given. In a conversation less than 5 minutes with her she asked me 3 times why I called the airport number instead of 1800 number. I gave her all my details again and she gave me a claim number that time, which is SYDSQ15257. She didn't let me finish most of the sentences. Later that day she emailed me the claim number and the address where I can take my luggage for repair. I sent my luggage on 25th of June for repair . The Luggage Centre was quick in their service. They informed me on that very day the luggage is irreparable and the Airline will replace that. The following week they informed me I was given $89 credit by airline to purchase a luggage from them. I looked at their place and shopped around for few days but couldn't get the same quality luggage at that price. So I called again [protected] and spoke to a gentleman but he didn't have any clue of my claim because they have got another person's details under that claim number. So I spent around half an hour with him to give all the details again and my story so he can help me out. He said later on when he called me back that it's all upto sydney airport now. On 4th of July I received an email saying they tried to contact me but couldn't reach me. I found out again those are not my details. I spoke to a girl named Kavitah on that day and provided my details for the 3rd time with the whole story. She wasn't very friendly person. When she heard I was not happy with the credit given to me and want it to be reconsidered then she said to me why don't I go to Aldi and buy a luggage for $49!. I tried not to argue and requested her to address my issue to someone who has the authority to reconsider the matter. On that same day I sent her couple of emails. Since then no one has ever contacted me.

So after waiting couple of weeks I called on 8338 2400 on 23rd of July and requested a responsible person's email address I can contact to. She refused that and took my details for the 4th time. Dissatisfied with her response I called 1800 number and spoke to Lancel on the very same day. She said it's up to Sydney Airport now but she took all my details again for 5th time because when I call no one can find my profile attached to the claim ID. She requested me to allow 3 working days so that someone could get back to me with a response. Since then no one ever responded. I called again today and spoke to a person who didn't find my details under the claim ID.

Since 4th July till today I have sent 3 emails and called 4 times unfortunately no one bothered to contact me back.

I have emailed my details twice so far and over the phone provided 5 times and still they don't have it! Is it a some kind of joke!

Me and my family always fly with Singapore Airlines and we really didn't have any issue with them ever . As it is the very first time I am having an issue so I tried to deal with it patiently but 3 months too long to get any issue resolved.

The Sydney Airport staff are unfriendly, unprofessional, rude and abrupt. I must say every time I spoke to the people in Singapore they were friendly and helpful.

I would like an explanation of all the things I have been through and want my problem to be resolved. If it doesn't happen soon I will have to take it further.

Thank you.
Nasima Akhter.
Ph: [protected]

On 02Aug18. my sister aged 72yrs. and i aged 70yrs. checked in at melbourne airport traveling to singapore on flight sq 238 and mel. to hyd on flight 474.
i have a sight impairment and physical disability and my sister has a severe physical disability requiring a leg brace. both passengers had confirmed wheelchair assistance.
after checking in at mel, staff assigned to assist wheelchair passengers were rude questioning passengers as to why they needed wheelchairs and made some passengers walk. my sister and i were taken by wheelchair only up to security check-in and told to walk the rest of the way to the aircraft. after security check-in other staff noticed us struggling to walk, came to our assistance, got us wheelchairs and took us to the aircraft.
on arrival at Singapore we were loaded onto a buggy with great difficulty and taken to a service room. to continue our journey we were made to stand outside the service room for a long time and wait for the buggy to pick us up, with wheelchairs and attendants standing around doing nothing. same difficulty was endured getting on the buggy, same as mel left at security check-in and told to walk to the aircraft doubting and questioning my disability, only after insisting we were taking by wheelchair to board our flight. cabin crew were excellent through out our journey, polite, attentive and very helpful and we thank them very much for their compassion and excellent service.

I was booked on SQ403 on 2/8/2018 back to SG. Flt dep time was 2155, so i arrived at the airport and queued up at the check in counter since 1930. I was bounced to 4 different counters to readjust my baggage 4 times in public which was already humiliating enough.

At 2100 i requested that i would want to be attended to by a superior when the duty officer Nitin came to me and offered me a solution because he needed to close the flight system for dep. After his adjustment the counter staff still insisted that i reshuffle my luggage. That was the time when i really gave up. I am travelling on a holiday and was extremely tired from the road travels in India.

Nitin said he will get the flt to depart and come back to attend to me. He promised me that he will get the reservations to book me on the 4Aug2018 sq403 but i would have to call the Delhi reservations hotline to confirm the booking .

On the 3aug2018 i had called the reaervations office a number of times but it just goes on hold followed by a complete silence . I did not get to speak to anyone with regards to my booking. I called Nitin again and he said it should not be the case and told me to call them again on 4aug2018 which is tomorrow.

I am a singaporean / foreigner in India and i do not have any permanent accomodation so due to their incompetent level of pax handling, i now have to book my own accomodation and pay for my cabs and still be stuck in this position where i do not have an idea if i am on the flight as yet.

"SIA a great way to fly & warm asian hospitality" this slogan totally does not fit in to what i went through. It is with the saddest heart i am writing that there is no proper system of their operations here on ground. When i requested to speak to the station manager, i was just brushed off by them saying that he is not around. I am totally devastated by such behaviour and am really thinking of approaching the singapore embassy in delhi for help.

While i was waiting to check in, i saw other countera where people had different number of cabin baggage in all sizes and shapes not following their required weight and aize but they all checked in smoothly. Me being alone in a foreign land, have to go through this unethical behaviour from my own country airline and their appointed staff here is probably the worst i have ever been through.

On 27th July 2018, I flew on SQ184 SIN-SGN for a 4D3N. Upon arrival in Ho Chi Minh, my check in luggage was missing. I proceed to Lost & Found counter to submit a report.

The report submit between 1530-1535hrs. File reference SGNSQ30491. I was given a compensation of 1million VND ( about $62 SGD for that day itself ) and was told it was for delayed baggage. After submitting the report, I proceed straight to hotel while waiting for updates from the Ground Handling Agent. On the same day, I logged into World tracer to monitor (Worldtracer.aero/filedsp/sq.htm). To my horror, there was no match or tracing found. I highlighted the matter to reception upon check in, just in case there is any calls from airport regards to my luggage. I waited the whole night but there was no update.

The next morning, after breakfast I proceed to reception to enquire. They informed me there is no updates. I proceed back to my room and rang up the airport as the number relected on the Missing Report @ 84-28-[protected]. It was not in service! Again i felt frustrated. I email at [protected]@sats.com.sg... but no reply. I dropped a text to my friend back in Singapore if he could give SATS Lost & Found a call to check. 30 minutes later, he replied back saying my luggage was mishandled upon check in at Changi Airport. The bag flew on SQ flight bound for Perth! And it would be return back on SQ flight on the 28th evening flight. It would then be forward on FIRAV on SQ178/29th SIN-SGN eta 1330HRS.

The next day (29th July ), as usual after breakfast, I proceed back to my room while waiting for updates from airport. My luggage was delivered to my hotel room by bellboy at 2100hrs, luggage was dirty, dusty n handle was shaky. Can you imagine that my day went by just like that? I waited the whole day for my luggage when the flight arrived at ETA 1330HRS? I was angry and frustrated, same as the 1st 2 days that I'v been through!

The next day( 30th July ), I checked out and head back to airport.

I am annoyed, disappointed with the service provided by Ground Handling Agent in SGN and Singapore Airlines. The 03 days ordeal that I have to go through is unbearable. My hypertension medication was in the luggage n Thank Goodness, nothing happened to me.

Please enlighten me, 03 days of no updates from Ground Handling Agent or Singapore Airlines! When check under world tracer, no match found, tel no., not in service. Email... no replied. This is by far the worst holiday or service I encountered. I was actually looking to a great short trip BUT it went DISASTER! For 3 days I didn't enjoyed myself. Put yourself in my position.

I am so disappointed with the whole trip that I REGRET flew with Singapore Airlines.

Singapore Airlines, I do not accept such service provided by Ground Handling Agent in SIN n SGN. As a Ground Handling Service for Singapore Airlines, it such a shame with the service that they provide for their customers.

I am filing for compensation for the ordeal that I have gone through for more than 24hrs without my luggage.

I hope this would not be the last trip on Singapore Airlines.

Looking forward to hear your prompt reply,

Regards,
Juraimi Suah

I have submitted a complaint through your feedback and l did not receive anything from them since a month ago!

My luggage was damaged during my flight, your contractor came to pick up my luggage for repairs. They replaced a very old and worn out wheel on my new luggage which l have attached the photos ( left is the replacement and right photo is my existing wheels condition

ref:S-[protected]

I was booking my parents ticket online through singapore official website. Payment made through internet banking. Payment has been deducted in my account and ticket was not issue due to technical error in Singapore airlines website.
They claimed my money will be drop back in 7 business day. but no response. my bank is giving me in writing money has been in merchant account they can not do anything further for me. Still chessing up with Singapore airline as it is my parents ticket. It has been so stressful this experience. Customer representatives from airlines they are giving lot of false information. I made more than 20 calls in last 8 days but never get reliable answers

Only I want to get my money back or issie the ticket in same fare price. And give us componsesation as this international compony but customer service stadard is so bad.

I Palwinder Kaur, PNR T3BXUJ, travelled from Amritsar to Perth layover at Singapore on 27/07/2018. My baggage had been lost by airline. When i arrive at Perth, i didn't get any baggage. I have submitted complaint regarding this. But such a cheap act by airline was never expexted by Singapore Airline. In future i will never suggest anyone to travel in this Airline.

Dear Sir/Madam,

Myself and my daughter flew with you on 23rd July flight number SQ317. from Heathrow London to Singapore.

We were delayed leaving Heathrow by 1hour. This in turn caused us to miss our connecting flight to Denpasar.

On arrival in Singapore it was very unorganised and not easy to understand. We were told by one person to run to the next gate to catch the next flight to Denpasar, another said we had to wait until the afternoon for another flight. Eventually we were directed to the immigration department with many forms. These forms were not easy to understand and we had no help. It took 1hour to fill out the forms and queue to pass immigration.

The second flight you rebooked is on in the afternoon was also unpleasant. Both TVs broken, one completely and the other stuck on the same unchosen film, and sat in poor seating. The cabin crew were as helpful as they could have been.

Due to this chaos we have missed a whole day in Bali along with all the bookings/activities we had made. We only had 2 days there.

I am really disappointed with these events.

I (Sarah Geran) am due to fly with you again on the 22nd August from Christchurch NZ (SQ298) to London Heathrow. My daughter (Isabelle Geran) is then due to fly with you on 17th October to London Heathrow (SQ298).

Our airline references are as follows...
U7P4Z5 Sarah Geran.
UAW8DN Isabelle Geran.

I look forward to hearing from you.
Yours Sincerely
Sarah Geran

Singapore Airlines
To whom it may concern,
My name is Bruno Pignone and my wife is Amanda Pignone 2 months ago my wife booked a surprise holiday for me it was for my 60th birthday and our 25th wedding anniversary I would like to say that on the morning of the 11th of July 2018 Amanda and I checked into Singapore Airlines counter at Sydney airport counter J...this was because Singapore Airlines changed its plane from Scoot to Singapore Airlines we were assured everything was the same.
Anyway come boarding time and the Singapore Airlines Representative told us we would be in seats 40J and 40K however we had paid 2 months in advance for the seats with more leg room on Scoot at a dearer premium now we are being told by this abruptly abusive loud man Singapore Airlines changed the plane so we would have to take it up with Scoot, I explained to him that I needed the room because of lower back surgery and we had paid for those seats 2 months ago he did not try and seat us in our original row 4J and 4K seats or the leg roomy ones he just repeated it is bad luck that your plane was changed all those seats are occupied and there is nothing that can be done.
I am 60 years old my wife 55 and we have never in the past 7 years of traveling to Singapore have we had a problem this fellow was rude insisting there was nothing that could be done and this went on while being humiliated in front of all the other passengers boarding.
My wife and I proceeded to the seating area of gate 54 she rang our travel agent and I rang Scoot well I thought the guy on the desk was bad the lady at Scoot was just as rude as he was she did not want to hear about back problems about we paid extra for more leg room she was an absolutely dreadful women with no passion what so ever she told me sorry change of plane nothing can be done so I hung up on that poor excuse of a customer service representative.
Then another lady chased us down because everyone was boarded and she rushed us on so the plane was not late, she offered us a row of 3 seats 41J and 41K and the isle seat I told her this was no help as I could not stretch my legs and back it would be worse as i had to twist sideways again that's the best we can do so now board the plane now sir and madame.
Once we got on board I tried again and i asked 2 stewards we were supposed to have some leg room for our seats I was not asking for anything we had not paid for and the lady from the gate walks in rolls her eyes and tells the 2 stewards everything is ok she will fix the paper work.
By this time we were totally disgusted and we had a 8 1/2point flight ahead of us in a cramped confined seat this was the start and end of our 25th Wedding anniversary and my 60th birthday surprise.
A steward approached us whilst we were standing at our seats and said the row of 3 seats in front of you are free of you like and with this he left before I turned around a women had her bags and herself planted in that row of 3 empty seats.
As we were taxiing I stopped a stewardess and said excuse me when the seat belt signs are off I would like to take that row of seats as offered to us by the steward, then all hell broke loose and she started ranting on about how she is in those seats and she could not ask her to move we dont have the right to ask any passenger to vacate a seat or seats she was very loud and angry all eyes on the plane were on me and my wife again the humiliation and embarrassment was terrible.
We did not get the meals we had order on our Scoot flight again on questioning this we were told yeah change of plane so we give you what we have on board, and as far as drinks all they had to offer was water and orange juice...who does this to its customers?.
I can assure you because I know my back I will be in chronic pain on this flight and in chronic pain in Singapore and Malaysia for the next 3 weeks all thanks to the incompetent angry abusive staff as well as not having a compassionate Bone in there body we were treated like scum like people that did not have a voice totally and utterly disrespectful and disgusting behavior on your part Singapore Airlines and Scoot which is owned by you as well.
We expect to be compensated for this terrible time we had to endure from check in to landing and beyond with my back having spasms and chronic pain.
I would like a response to this by the end of the week or I will contact tv shows newspapers and I will use every public forum to tell of our treatment by Singapore Airlines and its staff.
Please dont take this as a threat it is exactly what I will do to stop this happening to other travellers, and not even to have entertainment turned on the plane no movies no music no internet no power nothing at all disgusting and totally disgusted and disappointed.
7 years twice a year on Jetstar, Virgin, Quantas, Air Asia, Tiger, and Malaysia airlines not one of them have us a problem so proffesionial caring compassionate and happy staff from all these Companies.
Lift your game Singapore Airlines we are human too.
Disappointed travelers
Bruno Pignone
Amanda Pignone
[protected]
[protected]
bruno.[protected]@bigpond.com
amanda.[protected]@outlook.com
30 Henze crescent Claremont Meadows NSW
Australia 2747.

Flying Business Class, I was seated at 18F. Much to my surprise, when I tried and switch on the TV and entertainement, it failed. Despite many tries from flight staff, it did not work. No other seat was made available to me, aa they said the flight was full.
I had not brought any book with me, nor my tablet, as I counted on SQ entertainement program: so I was boring, getting nervous and angry, for those 12 never ending hours. A dreadful experience. To keep me quiet, I was given two Vouchers of 100S$, to be spent on board.