Singapore Airlines
Reviews and Complaints

Dear Sir/Madam

I have always value Singapore Airlines as the best Airlines in service however this experience is very disappointing and had certainly change my view.

In Sept 2022, I book a return flight to Penang on SQ website to travel on 16th June 2023 and returning 18th June 2023. For some reasons I was unable to retieve my email on my bookings. I called SQ customer service on 4th and 5th june 2023 for help to retireve my bookings given my name, ID, date of my flight intinery. I was shock when the customer service informed me that there was

No Bookings with my name on this flight and its probably ERROR BOOKING

on my part. In panic believing the customer service, I immediately booked

another flight on scoot which I had to pay more due to last minute bookings.

I was fuming mad to later in Penang notice an email from SQ reflecting my

previously booked flight, this is so ridiculous!

I demanded an answer from Singapore Airlines being credited as the best Airlines in service why has this happen. Due to this incompetency on your part, my travel intinery was disrupted not to mention the anxierty of the whole process and having to purchase another ticket which cost me much more to replace a SQ bookings that was not traceable!

On either 17th / 18th of January, I had to cancel flights which I booked for my son, because his visitor visa application was refused. I went online and processed a cancellation of the flights and requested a refund.

I was not comfortable that my request was sent through successfully and on 18/01 I lodged a web enquiry and asked for confirmation that my request was received. I received and auto-acknowledgement on the same day (ref S-2023-01-[protected])

On 19/01 I received an email from Kissie Liegh, Singapore Airlines Officer, stating that they had double checked and that my cancellation request on my booking had gone through. I was asked to wait for a refund notice that will be sent to the associated email address.

On 13/03 I sent a follow-up email asking what the status was on the refund and by when I could expect to have it paid into our account.

On 14/03 I received a response from Altamash Shaikh, Customer Service Executive, stating refunds take 6 weeks. I was also told that my card details were checked and that the card expired. I was requested to confirm if the bank account with which the card was associated was still active, as it was still possible to provide refund on the alternate card linked to the bank account. Also, I was told that if the bank account was not active, that I had to provide a bank letter mentioning closure of both of bank account and card. And lastly, I was asked to provide the reason for cancellation of the booking, so that they could provide further assistance and information (NOTE that the reason for cancellation was required when I did the online cancellation request, so it was already submitted).

On 15/03 I respond to the email stating that the card indeed expired. I confirmed that the bank account was still active and gave the new card number as well as the expiry date on the new card. I then confirmed that “we booked the flights for my son to come visit us. We did this before he had a valid visa. The visa was refused and therefore we had to cancel the flights”. I then asked, with the information I had supplied in that response, how long it was now going to take for the refund to be done.

On the same day I received a response from Ishwari Belose, Customer Service Executive, stating that if the bank account was active a refund could be processed on the existing card and that we then had to liaise with our bank to transfer the amount to new card. I was further asked to confirm if I wished to seek the refund on same card.

I responded on the same day asking to please continue and process the refund on the existing card (based on the response I received from Ishwari). And again, I asked for confirmation on how long it was going to take.

On 18/03 I received a response from Mohammed Osama, Customer Service Executive, confirming that once the refund is processed, a notification will be sent to my registered email address and it will then take approximately 6 weeks for the refund amount to be credited back to your payment card.

(again a person is telling me that is going to take another 6 weeks!)

On 02/05 I send an email confirming my initial request for a refund was on 18 January 2023 and that I realised that there was a problem with the bank card, but I had corresponded in March and the matter was sorted out. I again asked how long it was going to take for the refund to be. I also said “Why can you not give a definite refund date and why can you not keep your clients updated on the progress? Please respond and be clear in what I can expect and by when”.

On 06/05 I received a response from Shelna, Singapore Airlines Limited, and it said (I copy) “We appreciate your time in doing follow-ups and we apologize that it took long time for the resolution. We would like to inform you that we already follow up your request and tagged this as urgent with highly importance. Do note that to refund the ticket cancelation fee will apply. You will receive an email confirmation once the refund process was initiated by our relevant team. Please be advise it will take 6 business weeks for the refund amount to be reflected to your credit card and will subject for bank processing time. Thank you for your understanding and patience during this period”. (again a person is telling me that is going to take another 6 weeks!)

It is now almost 22 weeks after cancelling the flights and requesting a refund. I feel helpless! If I do not follow up, nobody from your side will.

When I booked the flights, Singapore Airlines did not say to me “we give you 6 weeks to pay”. I can understand that there is a process to be followed for a cancellation and refund, and I am happy with a 6-week turnaround time. What I am not happy with is the lack of customer care and support. If in the initial 6 weeks, you were not able to refund due to an issue with my bank card, why did nobody contact me to get new details. And after it has been sorted out, why have nobody processed it. And again, after receiving the last email, still nothing has been processed, and nobody has communicated to me in this regard.

Then I went to Facebook on 8 June 2023, and I explained my story on a random post on your page in the hope that somebody will escalate the matter for me so that I can get my money back. I did get the "we are sorry to hear this" reply on the same day, and an assurance that a colleague will look into the matter and be in touch. 48 hours later I responded on the post again saying nobody has contacted me yet. I received another assurance that someone will reach out as soon as an update is available. After not hearing anything I posted again on 18 June, and then received "Hi Karen, we note that our colleagues had reached out to you recently in May. Please allow more time for them to complete their refund. Thank you for your patience in the interim"

Why is it taking so long? I do not have patience anymore - I have commitments and responsibilities. Not everybody can patiently wait for 5 months.

I am not being treated fairly. I am not unreasonable in expecting to be contacted and in expecting a definitely confirmation on when I will be getting the money back. I just want this process finalised. I desperately want my money back (with interest I hope).

It does even help to phone the call centre line in Australia – every option you get, just brings you to another menu – I don’t want to hear menus – I want to speak to somebody that will listen, understand and who will ensure that my request is actioned.

PLEASE HELP ME - I have waited long enough.

This is regarding Flight No SQ 516 flying from Singapore to Kolkata on June 12th 2023. Me and my girl were seated in 64K and 64J respectively. We had complaints regarding the following which was communicated to the cabin crew.

a) We did not get our choice of meal. We would have preferred chicken but were told that there was only veg and fish option. This was very shocking.

b) Kids were not provided the meals earlier. The cabin crew had actually missed out our row and only with the intervention of another gentleman, me and my girl were served meals.

c) Following our complaints, the head of the cabin crew approached me, and gave a patient hearing to our grievances.

d) We were then approached by an airhostess who asked me to provide my email address which is [protected]@gmail.com. She mentioned that following my feedback, the airlines has decided to send me an e-voucher of $75 via email which I could use for some purchases on Krisflyer.

Until now, I haven't received any e-voucher. Guess, word of mouth is not credible enough! We recently travelled by Qatar Airlines and had a wonderful in-flight experience.

Re: Booking reference 5FVXVD

A few months ago my brother, Michael Piller and his wife, Leanne Piller booked a return flight to London with your airline. They were planning the trip of a lifetime as my brother had never been overseas before and they would be celebrating Leanne's 60th birthday and their 34th wedding anniversary while overseas. They had also booked flights with British Airways and Loganair as well as a 10 day Norwegian river cruise.

Unfortunately, on 3rd April 2023 my brother, Michael passed away very suddenly and unexpectedly at home after suffering a cardiac arrest.

On 17 May 2023 his wife, Leanne Piller contacted your airline to change the name on my brother's ticket to Emma Love who is my daughter and Leanne's niece as Emma had agreed to accompany Leanne on the trip to honour my brother.

Leanne was advised that it is highly prohibited and standard practice for your airline to refuse to transfer a ticket and that there were no more economy tickets available on the flights they had booked. She was also advised that she would have to cancel my brother's ticket and that there were 50 other people on a waiting list for economy tickets and there were no more seats available on that flight.

Leanne became quite destressed at this news as they also had connecting flights booked with British Airways and she didn't know what she was going to do as this would throw the whole trip into jeopardy.

Your staff eventually said they could cancel the ticket and not charge a cancellation fee and if she paid an additional $2,000 for a ticket for Emma they could get her on the same flight and sitting with Leanne. I will point out here that Leanne initially paid $2,600 each for the tickets for herself and my brother and when she looked online the current price for those same tickets was $2,800.

However, she had to pay $4,600 for a ticket for Emma so that they could travel together, which she has done.

I have since spoken to someone that works for your airline and the waiting list story is just a tactic used by your Airline to sell the same tickets for a much higher price.

Leanne then contacted both British Airways and Loganair and within an hour of contacting both of these airlines they had reissued my brother's ticket in Emma's name without charging any transfer fees under their compassionate poiicy.

Where is your compassionate policy?

The way you have treated Leanne when she was grieving after the sudden loss of her husband and the additional stress you have caused her is deplorable.

I have also lodged a complaint about this to CAAS (Civil Aviation Authority of Singapore) as what you have done to Leanne is price gouging plain and simple and I will make sure you don't get away with it.

I have my sister in law, Leanne Piller's permission to lodge this complaint on her behalf.

My name is Patricia Love and I am Michael Piller's sister.

My contact details are:

email: [protected]@hotmail.com

phone: +[protected]

Last week, on 26 may, I received an email from Singapore Airlines advertising flights from Adelaide to Singapore for $829.00 (AU). For dates between 17 July to 31 July. I followed the link and could not find any such flight at that price, So Thinking it may be a scam I went directly to Singapore Airline web page and signed in to look for the flights at that price, once again there were no flights for anywhere near that price in fact the flight prices started at around $2.000.00. I then contacted Singapore Airline "Chat line" on their web page,

The gentleman I chatted to checked and verified that the email was genuine and then proceeded to find flights for me, however after many tried and sending different links no such flights at that price were to be found, I spent over one hour with the gentleman on the chat line and we both eventually gave up as there obviously were no flights for the advertised price. I did inform him that I considered deceptive and misleading advertising by Singapore airlines and would be against consumer law in Australia and that Singapore Airline should be aware I intend to take the issue further.

Please advise me of the response

I spent hours over 3 days trying to register including chats [protected]-[protected] is part of several contacts over 3 hours)

April 10 10pm A phone conversation with a representative who was Extremely difficult to understand and who could not understand my issues was extremely frustrating and she would not understand my problems with their systems.

A very disappointing start to a very special trip for our 50th wedding anniversary.

i contacted you for a second time on 13/3/2023 for the second time regarding above complaint. since then i have heard nothing from you. it has obviously been a waste of my time. if this is the way you conduct your business nobody would get any complaint satisfaction from. my verdict is your company is a waste of space. because of your non action i have lost over £200

Hi There,

It's very unfortunate that it's been almost a month since this was reported and I haven't had any response for it till date nor has anybody touched base with me. This is completely unacceptable from Star Alliance members like Singapore Airlines. It was a new bag that has not even been used for once and was handled very carelessly resulting in damage.

Could you please review and advise asap where we are with this before I take further steps.Please contact should you require any further information.

Look forward to hearing from you.

Thank you

Snehangshu

M- + 64 0 [protected]

Booked and paid 3 tickets through Singapore Airline website on 03/13/2023. The itinerary LAX > Singapore >Bangkok > LAX. And paid total in the amount of $5466.95 on 03/13/2023.

Due to family issue I called Singapore Airline # 1800 – 742-3333 On 03/16/2023 to cancel 2/3 tickets for passenger Amy and Nancy.

On 03/16/2023 the call was answered by customer service Kevin Clarke he said that if I cancel tickets for Amy and Nancy today (03/16/23) he can give me discount instead of paying cancellation fee $200 per person I only need to pay $125.00 per person. So I told Kevin go ahead and cancel Amy and Nancy.

Then Kevin said he needs my credit card number to charge for the cancellation fee. SO I gave the credit card number to Kevin over the phone and he charged $250.26.

After that I asked Kevin how much would that be if I want to upgrade from economy class to business for my ticket. He said he can give me discount If I can upgrade n pay by today (03/16/23) And the upgrade is $1,522.00. So I told Kevin go ahead and upgrade my ticket from economy to business.

After Kevin said due to so complicated transactions he won’t be able to issue my new itinerary (after upgrading). All transactions will be processed/completed by Sunday and he will call me on Sunday 03/19/23.

Problems started and so suspicious;

Kevin didn’t call on Sunday so I called Kevin Direct line [protected] given by Kevin. I spent almost total 3 hours try to reach Kevin but each time was answer by different customer service and each one gave different stories where is Kevin and either put me on hold or hung up on me (very unprofessional).

So on Monday 03/20/23 I called Kevin’s direct line again and he was not there. Then different customer service representative from Singapore Airline called me and each one give me different scenario. The different CS representative are AL Wilson, Harry Wilson and Keith.

Harry Wilson said I need to wait 5 days for the my new Itinerary and everything have been taking care then I asked why 5 days then he hung up on me. Then Keith called and I asked the same question this time Keith put me on hold for purpose.

I was so frustrated after spending so many hours on the phone with unprofessional Customer service with nothing resolved.

So I called different Singapore Airline CS phone number @ [protected] and I was able to help by CS representative Castro. Finally He was able to help all the above mentioned problematic. Castro said Cancellation fee should not be charged separately it should be automatically deducted from the original

ticket price and Issue a new itinerary should be within few minutes NOT wait for 5 days. Castro suggested that I should file a complaint to Singapore Airline ASAP for further investigation.

I’m so shocked and disappointed. I have never flew with Singapore Airline this is my first time. My thought is How can the best of the best Singapore Airline would provide this kind of unprofessional / Scammed customer service. This is such a BAD experience and not sure if I will book a flight with Singapore Airline again.

All supporting and email trail available upon request.

I was flying from Singapore to Sydney (FLIGHT SQ211) on March 16, 2023. I had ordered vegetarian meal for myself. After I received my lunch, I again asked with the staff who confirmed it was vegetarian meal. However, it was chicken meal. I started vomitting afterwards. I spend most of my flight vomitting and coudn't eat anything. I called the staff, they couldn't do anything except saying sorry. I am extremely unhappy with this service.

I first e mailed kris shop customer care on 18.12.22 regarding an onboard purchase that was not working correctly and I wanted to return. This is what I said...

'I purchased a pair of QuietOn noise cancelling earplugs and I simply cannot get them to work. I have a suspicion that they are not charging properly, but in any case I would like to return them.

I purchased these on a flight from Male to Tokyo on 4th December and I live in the UK so how would I do that?

I have attached a copy of my receipt and look forward to hearing from you.'

I have had one or two responses, one asking me for photos of the product which I sent immediately. Since then, I have e mailed several times to no avail.

The e mail trail seems to be allocated the name/number of 'SQKB2212040898A03I Defective Refund Request'

This is very frustrating as at one stage, I was asked if I was travelling through Singapore to which I was (in February) and I e mailed my travel the dates but yet again, I did not receive a response.

I still have the product, which in effect has never been used, and I still have a copy of my original receipt.

My booking was 5ADGTE. LHR-BNE 24 Dec 21. Singapore Airlines changed the boarding conditions to vaccinated only, so my family could not fly; it was not possible to book onto another suitable flight, so we had to cancel.

I find it hard to accept that Singapore airlines are facilitating travel agents scamming and ripping off customers, claiming that policy prevents Singapore Airlines customer service reps from disclosing refund information.

Because Singapore airlines will not tell me how much has been refunded to my travel agent, I cannot tell whether my agent is falsely claiming that Singapore airlines are charging me a cancellation fee.

My agent is claiming that, although they can refund me, they are withholding their admin fee of £50/ticket, and £200/ticket because Singapore airlines have charged a cancellation fee.

I want to know, in writing/email from Singapore Airlines is either:

A. A FULL refund was made to the agent, Gotogate, without deducting cancellation charges

Or

B. A PARTIAL refund was made to the agent, because Singapore Airlines deducted cancellation charges

Surely this detail can be disclosed?

As my cancellation was due to COVID, Singapore airlines Terms and Conditions state that no cancellation fee will be charged. They have said that because I booked via an agent, different T&C's apply.

I feel that, as the end service provider, and that they changed the service, Singapore Airlines are wholly responsible for this mess; so it should be they that fix it.

On the 16 th September 2022 I travelled from Brisbane(Australia) to Zurich

(Switzerland) with a baggage allowance of 30 kg.

On the way back leaving Zurich on the 15 th November 2022 the baggage allowance

is 25 kg.It always been(in the past) same allowance of 30 kg each way.

How can I fligh over there with more and come back wih less. That doesn't make

sense.

At the check in at Zurich airport my baggage was 28 kg.I had to pay the extra

3 kg: 48 sFr times 3 =144 sFr.I'm not happy about it.

Therefore I'm seeking a refund of AUD $228($76per kg times 3).I paid cash.

Airline Booking Reference:64HFMP

Ticket no:618-[protected]

Reservation Number:1W8277

Can I get my refund paid into my bankaccount?

Please let me know.

With kind regards

Peter Baumgartner

21 Belle Street

Kingaroy QLD 4610

Australia

I emailed(to [protected]@singaporeair.com.sg ) on the 4 th January about

this matter.No response.

My email address is : [protected]@outlook.com

i booked and paid for seats with extra leg room for myself and my wife on a flight from Auckland to London 19 feb 2023. flight number sq282auckland to singapore seat nos 41j &41kwere booked and paid for on check in i was issued with standard economy seats nos 47d & 47e not with extra leg room. and on flight no sq308 singapore to london seat nos 59h & 59j were booked and paid for, on check in i was issued standard economy seat nos 78a & 78b not with extra leg room. therefore i am due a refund for seats paid for and not issued on flights. i.e. 2 times £63.90 and 2 times £79.90 being a total refund due £287.60 thanking you in anticipation of your prompt attention to this issue Malcolm Norris

Dear Sir,

undersigned booked two tickets No. [protected] and [protected] from Delhi to Brisbane and back on dated 30.11.2022 through M/s Grand Tours, Jaipur. My wife Krishana Sharma due to some reasons unable to return on scheduled date 28.02.2023 due to medical reasons and contact your Brisbane office for rescheduling the journey. It regrated that office refused to do it. Which is not fair practice for such reputed company?

Kindly, arrange to reschedule the same.

Thanks & Regards

Kailash Chandra Sharma

Mobile - [protected]

e-mail [protected]@gmail.com

I had booked an economy flight from Sydney to Mumbai. Two days before my flight i was given the option to purchase a paid upgrade through my Krisflyer account.

When i clicked on the upgrade option i received an email from Singapore Airlines (SA) that said i could complete the purchase of my upgrade by clicking on the link in the email . The email listed the entire journey and said that the highest upgrade would be provided. When I clicked on the link it took me to the payment page and once i had paid for the upgrade i got a confirmation stating that the upgrade had been done only for one leg of the journey, At no stage during this process was i told that the upgrade could be only for part of the journey. i immediately tried to contact SA but it was late in the evening and i could not connect with anyone.

On the next day I was online with the SA live chat for 7 hours teh day before i was meant to fly, During these chats I was told :

That the agent agreed that the email was misleading and saw how it could have been interpreted as the entire journey being upgraded

Offered me a refund or the option to escalating the issue because i was so close to flying and they would try and resolve the issue for me

I agreed to have this done - again i was not told that if i travelled and they declined my request i had no recourse

the SA agent agreed that he would raise the issue with the technical team to fix the email content to ensure the emails would be clear and not cause the same inconvenience to others

I said i would be happy to take a partial refund or a partial upgrade on my return journey as a resolution

The team raised two cases apparently and have been told that my request is declined because i am not eligible for a refund

If i was clear that the upgrade was only for a partial portion of the journey and that too for the smaller leg of the journey i would not have accepted the upgrade at all.

This is misleading and has caused me immense mental trauma I am more than happy to pursue this legally now , and that too only because this is principally incorrect and is a way of deceiving a customer.

This does nt align with my values and integrity and I am very disappointed by an airline that claims to be the best in the world.

Dear Sir,

Booking Reference 5KPGVO

I, Sunil Gilotra & my wife Rekha Gilotra had booked seats from Singapore Airlines for Delhi/ Sydney /Delhi on above mentioned booking reference No. I utilised the Delhi/ Sydney sector and now returning back to Delhi on 20th Feb, 2023.

I got a mail from Singapore airlines that I need to get a RT-PCR test done within 72 hours of my travel to India, so I booked my RT-PCR test and paid AUD $ 240 for both of us ( receipt attached). When I opened manage my booking and in that in Air Suvidha Declaration Form there was a pop now highlighting that RT-PCR test is not mandatory from 13th Feb, 2023, this was not reflecting earlier. This should have been informed to us well in time and not at the last minute.

I would request Singapore airlines to refund me the test charges as this is not being refunded by the Pathology lab now.

I will appreciate your immediate response.

I had a booking with Singapore Airlines from Brisbane-Singapore and had paid for extra leg room seats. I then upgraded the seats to Business class and was promised that the fee i paid for the extra leg room seats would be automatically refunded. This was August 2022 - it is now February 2023 and i have had 12 emails saying they are processing it - firstly they couldnt process it as we have travelled and they couldnt locate our seat? then they couldnt process it until i confirmed we had travelled? now it is being processed - for about 5 months

Booked a connecting flight SQ431. While on route they changed our flight and destination to Perth rather than to Brisbane. Gate was still open for our original flight after we landed at airport, we could have made that flight. Understand this can happen but the staff at the Transfer A counter at Changi Airport did not want to help in anyway. Denied us access to the lounge so we could freshen up. Put a call to the manager and not even the manager would speak to us. . We now extra costs, longer flights and not seated together. Bad form Singapore Airlines, Kris Flyer members. We will now only fly Singapore Airlines if there are no other options.

We purchased a ticket for my father inlaw to fly from Harare, Zimbabwe via Johannesburg (SA) and Singapore destination Brisbane, Australia.
Flight Number : SQ 0479
Booking Reference 6FFGEM
My father inlaw missed his connecting flight from Johannesburg to Singapore on Monday: 14th November 2022

09:00am - Albert Gliwitzki arrives at Johannesburg airport on SA Airlink Flight # 409
09:40am – Albert Gliwitzki is wheeled across to the international terminal and placed in the transit lounge by SA Airlink staff. He is told to wait there until the Singapore Airlines staff come to get him to check in for his next flight to Singapore Airlines.
11:00am – Albert Gliwitzki stops a terminal Supervisor to enquire how much longer must he wait, as he needs to catch an international flight. The Supervisor brushed him off with a reply that the check-in counters only open at 1.00pm. He sits and waits again – all this time with no food or water, and starts stressing about the time and cannot see any Singapore Airline check-in counter in sight.

1:00pm – Jetstar check in attendant Nthabiseng Maake passes by and notices how stressed Albert Gliwitzki is trying to stop anyone to ask for assistance as time is ticking on and he has a flight to catch. She kindly escorted him to the other end, where the check in counter for Singapore Airlines is located. Together they explained to the Singapore Airlines check in gentleman as to what has happened and can he assist. The gentleman rudely told them he could not help them as the gates are closed and he’s missed his flight. When Albert asked if surely in cases like this is there not something can be done to assist as he sat there waiting for hours. He was rudely asked, “Are you blind or deaf?” It begs the question – who says this to an 80-year-old passenger/customer who is clearly stressed about the situation? When asked, did they not think to look for the passenger with wheelchair assistance – the gentleman acknowledged that Albert was spotted sitting in the transit lounge with his walking stick, but no one bothered to go and ask if he was the passenger for the Singapore Airlines flight with wheelchair assistance. The lady Nthabiseng advised that where Albert was put in the transit lounge – it would be impossible to see any notification, let alone hear his name being called. The surname Gliwitzki is unique and if Albert was in proximity – he would have heard his name being called. The gentleman behind the counter rudely told Albert – “there is nothing I can do – you need to find a hotel and book yourself another flight as your flight has been cancelled. Besides, I’m going now and closing up. Perhaps go see Security and see if they can do anything.” Albert advised that the ticket was bought by his children in Australia, and where must he find money for a hotel and another airline ticket. This gentleman then rudely said he cannot help, then turned his back on Albert and the Jetstar employee Nthabiseng and walked off behind the counter!

Considering the above - we would like to know the following from Singapore Airlines:

1. What are the procedures regarding elderly wheelchair assistance passengers?
2. If the luggage has been checked through to the final destination – in this case Brisbane – and before time for the first boarding call – is there no procedure for personnel to perhaps look for the elderly passenger?
3. Is it normal practice to simply turn away an elderly passenger and told to fend for himself/herself?

My father in law had to wait at the Johannesburg airport from 9.30am – 6.00pm, Albert only had 1 x bottle of water given by the Jetstar employee Nthabiseng but no food all that time. He has extremely stressed, hungry and dehydrated.