Singapore Airlines
Reviews and Complaints

I submitted the following complaint to Singapore Airlines last week. They haven't even bothered to reply. We are flying with them back to London later in the week, but not really bothered about using them again.

I'm 66 years old and have been flying regularly for 50 years. I always thought that Singapore Airlines was one of the best in the world,
but was proved wrong yesterday. My wife Kate and I were on our third of four legs under reference 52EDL4, flying from Auckland to Singapore on SQ286.
So much went wrong that I need to number the items, as follows:
1. We were in seats 53D and 53E and for some reason we were in the last few to be served lunch. My wife got her preference of Braised Beef with Red Wine Sauce and she was informed that this was the last of the beef. I had hoped for beef, but on receiving this news from Jong, I said that I didn't want anything. However, Jong looked distressed as she didn't know what to do so I asked for a chicken dinner and she thanked me. It was horrible with the chicken being an overcooked thigh and strings of skin covering it.
However, about 2 hours later I was stood back aft waiting for the lavatory to become vacant and I noticed one of the Stewerdess's (Valerie W) and she was blatently eating a BEEF dinner.
Obviously, Singapore Airlines policy is to look after their staff before the paying customer - not a good start to the flight.

2. Some time later a small child (about 2 years old) was let loose by parents to run up and down our corridor. At one point the child fell on my feet and woke me up. Nothing much I could do, but a definite lack of control by parents AND stewardess's.

3. By the time dinner was served the stewardess's had swapped sides and we got Valerie W. She asked Kate what she would like to drink with her meal and my wife said "Orange Juice please".
Valerie W then said to me, "Tea or Coffee" and I said "Coffee please". She put the coffee on my tray and then spilled the coffee over my tray and trousers. As she did this, she let out a small cry of alarm but did NOT apologise. She then refilled my coffee and put it on the tray and then she said to me, quite sharply, "Take the tray". I looked at her with disbelief as it was as if the original spilt coffee was my fault. I took the tray and she said, "I did not want to spill the coffee" - no apology for actually spilling the first coffee all over my legs.
But Valerie W wasn't finished yet, she moved the trolley to the next people and had completely neglected to give my wife her orange juice - I mentioned this and we got her orange juice without a 'by your leave'. It was almost as if Valerie W (Stewardess) could do no wrong and was certainly not going to apologise to a mere passenger.

4. During my meal the male steward (for the second time) knocked my elbow as he walked past - he did apologise on both occasions so at least he was polite in his carelessness.

5. Prior to landing and PRIOR to the seat belt signs being illuminated / prior to the announcement, Valerie W told me to bring my seat to the vertical position. As I was doing this she took my glass of water without asking if I had finished my drink / without saying anything. What a very rude person she is.

6. About ten minutes after the last event, there was a landing announcement and we were told to have our landing cards ready. NO LANDING CARDS had been handed out which is normal so we had to ask for them specially. Jong brought them to us.

7. The last, but really the final straw was after we landed at Terminal 1 and Kate and I walked out on to the nicely carpeted airport foyer, we followed the signs for ARRIVALS. There were massive queues, but nothing we could do about it. We queued at Terminal 1 immigration, along with many other passengers from our flight SQ286 from Auckland. After 40 minutes (1855 to 1935) we finally got to immigration and the official told us, "You are in the wrong terminal." She sent us by Sky Train to terminal 3.
The aircraft had disembarked us at Terminal 1 (we had NEVER been to Singapore before) and nobody on the aircraft had informed us that we would need to get a train to Terminal 3 in order to collect our baggage. What a shambles. All of this could have been avoided by proper training of Singapore Airlines personnel in good manners and an announcement informing passengers of the terminal situation. I am confident that many people queued in Terminal 1 for no reason last evening.

Conclusion: At the end of the week, Kate and I will be boarding Singapore Airlines SQ322 (52EDL4) at 2330 for our Thursday 13 April flight back to London. I am informed that Singapore Airlines don't listen to complaints and because of this, I am wondering if we will be looked after on our last leg of the journey... Or, will we be victimised? Who knows.

I wad flying out to Jakarta on the 10th April 2017 and arrived airport at 6 am and I have already web checked in. When I got to the checking in area, I was still informed to use the service to print out baggage tag. There was no que at the checking in counter and requested to go directly to the counter but customer service officer insists that I follow the process.
This is disappointing of bad service behaviour for a very early morning flight.

I would agree that officer did the right thing if there was a long que but the lack of empathy clearly shows that officer had not demostrated ascertiveness on how to handle passengers.
I have been taking singapore airlines last 17 years and fear to say that the service quality has decreased badly over the years.Hope there is improvement in the checking in counter and please do not prioritise service based on krisflyer status.

On 21Mar 2017, my family checked in early on SQ868 bound for Hong Kong.At the airport, we were told by the ground staff that my daughter's lap harp cant carry in as hand luggage but have to checked in as cargo.We have carried harpsicle 26strings on board other airline as hand luggage as the harp cost about US$1, 000.The harp bag is padded and fastened locked with a key chain as not to be opened with Fragile item stickers.However, upon arrival in Hong Kong Airport, we were shocked to discovered the harp bag zip was broken, the harp has a dent on both sides with some marks.1 of the levers were put up means someone was trying to play the harp as there was dust on it.I regret to write in because we have made the decision to fly on SIA in order the harp will be handled with due care but unfortunately it has been dissapointing.

Hi SI team,

First of all let me tell you the ground staff at Sydney airport for Singapore Airlines are very rude and unfriendly and very racist when it comes to helping with luggage.
My wife and my 3 years old son was traveling from ahmedabad to Singapore on flight SQ531 and then Singapore to Sydney on flight SQ211, she is 4 months pregnant and was traveling with a 3 years old child, despite having medical certificate for having assistance during transition and luggage picking she did not had anyone helping her. At the time of arrival at Sydney airport Staff suggested that they're short staffed and won't be able to help her with her luggage.
I was told to do written complaint by a immigration staff who helped my wife seeing her struggling with her luggage and my son.
Even she noticed one elderly couple having same experience with one ground staff being rude and not helpful to them.

Singapore airlines is very popular in our community because of their service and this was totally not upto your standards specially when someone is pregnant and having complications with their health.
Hopefully someone see this feedback and take some action. You can contact me via email if you want more information.
My email address is :
[protected]@yahoo.co.in

Hello singapore airlines team,

My name is priyanka ray

My singapore airlines krisflyer membership no : [protected]

I have been incorrectly charged am at a loss of rs 217404 by singapore airlines for a ticket

Singapore airline office
Millennium city i. T park. Tower ii, 9th floor
Unit 9a
Dn-62, sector v. Salt lake
Kolkata 700091
India

My case & evidences below
I tried to book an itinerary from ccu-akl-ccu on 11th january via singapore airline website the, ticket pdf attached, my ticket was not issued (Got an website error saying technical difficulties).

Despite of the failed transaction
9 th jan 2017 - my citibank debit card was charged on 9 th jan 2017 by singapore airlines for rs 217404 (See attached screenshot 1)
11 jan 2017 - I called citibank to complain, so citibank gave me a provisional credit for the same amount so that I could complete the transaction, back on 11 jan 2017 (See attached screenshot 1)
3rd feb2 2017 - now rs 217404 got credited to my account back on 3rd february. I called citibank to find it was by singapore airlines (merchant) they said singapore airlines refunded the incorrectly charged money. (See attached screenshot 2)
7th mar 2017 - so citibank took the provisional credit amount back on 7th march 2017 (See attached screenshot 2)
8th mar 2017 - then singapore airlines again debited the same amount via my debit card on 8th march 2017, I confirmed by calling citibank that singapore airlies has taken the amount back from my card (See attached screenshot 2) again !

I have attached failed ticket reference from singapore airlines that was void transaction and evidences from my citibank account

Such a bad experience with singapore airlines and citibank. Both their customer teams are playing a tennis match with my requests for investigation, for their mistakes I am suffering through last three months. It is a huge amount of hard eared money that I saved for traveling and I am very very stressed.

Regards
Priyanka ray

We booked a flight with Singapore Airlines as the main carrier from Athens
to Auckland - via Frankfurt and Singapore. With Aegean and Air NZ later taking on legs of the journey.

Singapore baggage policy is that bicycles can be included within checked in baggage at no extra charge. This was the reason we chose this flight.

Star Alliance policy is that the main carriers baggage policy applies
throughout. For our first flight on Aegean, we should have been able to
apply the Singapore baggage terms.

Athens Aegean staff ignored this policy and insisted that their policy took
precedence as we were flying with them first. They would not read, or
reference the relevant policies when shown (incredibly arrogant and
ignorant). We were charged 55 euros by Aegean.

Once in Singapore, we saw a Singapore Airlines helpdesk who both helped us and informed us that we were entitled to a full refund as per the terms and conditions.

However, once we emailed Singapore for said refund, they shirked. They said we had to pursue with Aegean, wh

Aegean are charging baggage without a fee applying. Our contract is with Singapore, so they are also at fault for their non-assistance in the matter.o also shirked. Both Companies are under the Star Alliance umbrella, but do not adhere to the respective policies.

Hello,
Today 13/03/2017 my aunt, Vilma Ceriani, arrived at the airport of Denpasar, Bali, and her padlock was completely destroyed and the luggage and the zips inside opened. The padlock is incorporated in the baggage and it's impossible to use it again. I want to know what's happened and who is going to repair or repay the damage. Mail: elisa.[protected]@libero.it

Hi.

We have spoken to your customer service team on a couple of occasions about this; most recently today. We have been told that my wife Jo can't sit in the exit seats we have purchased, because I am carrying an infant (our daughter), and that our booking fees are not refundable.

Our position is very simple:

1 - we booked and paid for Jo to have an exit seat (for extra legroom);
2 - the booking conditions on singaporeair.com state that "the passenger" who is to occupy the exit seat must "Not be carrying an infant or using an infant seat belt";
3 - Jo will not be carrying an infant or using an infant seat belt;
4 - I will be carrying an infant, but I am not sitting in exit seat;
5 - your terms and conditions do not say that "you can't book an exit seat if anyone in your travelling party, or anyone on your booking, is travelling with an infant". This would obviously be ridiculous;
6 - Jo is a very fit and healthy young woman, and she is ready, willing and able to assist in an emergency. She has travelled in exit seats countless times and is very familiar with the procedure in an emergency; and
7 - we have specifically selected the exit seats we have because we are a young family, and want to be close to each other during this very long flight(s) from Melbourne to Milan.

We have wasted an enormous amount of time on the phone trying to resolve this issue.

We sincerely hope that common sense prevails and Jo is permitted to occupy the seats we have selected and paid for. But if not, we expect that our booking fee (AUD 330.40) be refunded, or at the very least we be given passes to the Singapore Airlines lounges in Melbourne, Singapore and Milan on the days we are flying.

We are a family and we need to sit together or in close proximity.

We have never made a complaint like this before.

We look forward to hearing from you shortly.

Thanks,
Matt and Jo.

Our Family travel with Singapore Airlines all the time and in fact just came back from Perth/Hong Kong return family round trip. My mum Mrs. Myint Myint Vivienne Than was travelling again early morning with Singapore Airline SQ216 0110/11 March departure from Perth and the check in counter staffs Christine & Nichole very unfessional especially Christine treating my mum 69 years old who required wheelchair asssistance for 1.5 kg overweight check in luggage. We understand the rules & procedure and we did weigh at home scale machine showing 30.40 Kgs which never have problem. As you are aware every scale machine is different and the way she acted to ask my mum to take out extra 1.5 kgs is very rude especially who required wheelchair assistance. After taking out the extra 1.5 kgs and weighing hand luggage which is just 7kgs she told us you make sure you don't put it in the hand carry in front of other people as she thinks we are stupid Asian people. Further more while we are waiting for the wheelchair assistance for 30 mins at the seats around the check in counter Christine came back again with the wheelchair and then after my mum sitting on the wheelchair she took the hand carry luggage again and went back to the counter for weighing and left my mum alone on the wheelchair. This is becoming a racists issues as we are not stupid and we still have extra 1.5 kgs we took out in our hand and we are not cheap person to put it on the hand luggage as we understand Airline only allows 7kgs. This is very unprofessional and racists as we felt like we were look down because we are Asian people. We travel with Singapore Airline many times and never been treated like this and have problems at any airports while flying with Singapore Airline. If we are cheap people we would be flying with Air Asia or Tirger Airline etc. Now we don't need to use Singapore Airlines anymore as we are also members of Qantas, Virgin & Cathy Pacific. We might be just a small potion Customer for your great Airline but treating a 69 years old who required wheelchair assistance & racists is not acceptable by any means. We have attached & provided you with some photos of the check in Staff (Christine) when she went back & weigh the hand carry luggage again and leaving my mum on Wheelchair.

Lastly thank you for all the past wonderful services and wishing you all the best.

Best Regards,
Christopher Than
[protected]@yahoo.com

Luggage was gone during MI362 arriving Langkawi from Singapore on 3rd March. This is a small flight, albeit pretty full. But my luggage had been tagged with priority as i am a gold customer. I had never expected it to go missing, unless its theft. I emailed KF_contact, but a service staff Veronica eplied that they required 10 days to investigate, Chen Khai Xuen (Zack) said he has sent a chaser, and Gan Cheong Keong said customer affair will get back to me.
My point, is very simple, yes... you need time to check..i get it. But my question to them was, 1. provide me with updates of my luggage 2. Tell me my claim allowance as i am missing all my necessities. No one replied thereafter.

Silk air took 1 whole day to check and advised that it was uplifted to chiangmai instead of langkawi. They advised that they will send it back to Singapore and then through Malaysia air to Kuala Lumpur and then Langkawi. I will be expecting my luggage at mid night. I waited... it came.. a wrong luggage thou. This is epic... i have a lost report stating that it was a silver rimowa. There is a luggage tag that they can verify against... but they were simply non professional about the whole situation. Next morning, at 7am, they claimed they found the right right one and will send across. At 8am, they said it the wrong one. At 9am, they said it is the right one.. and will be arriving in Langkawi through tigerair. At 2pm, they said they forgotten to uplift the luggage onto the aircraft...

One after another... i finally had to return to singapore... silk air took my luggage to another country and was slack about the whole situation.. i am an elite gold client.. but they dont seem to care. I have incurred expenses... travel inconvenience, and a chill out holiday trip turned out to be filled with endless email chasers... telephone calls to enquiry and seek assistance...

Despite requests for manager to call me on my mobile.. no one bothered. till day, 6 days have passed. No one wanted to call me.

I am a PPS club member [protected]

Boarded SQ 608 on 8 mar to seoul. Sat on seat 15d.
When getting up after my sleep, my head scrapped the side of the seat where the head phone jack holes are. Sticking out was a sharp metal piece from one of the 3 holes. Looks like it was a broken jack from a headphone.

I was bleeding and informed the crew. They came and examined the jack holes and saw the sharp metal piece. And took it with them as evidence. They said they will lodge a report.

This is my report. See pictures.

I am very disappointed. It could have cut my cheek or worst still the eye and left a permanent damage. Or worst if it was a child.

I am looking forward to your response.

Jaspal sidhu

I am a managing Direcror of a government company of Maldives. What Singapore airlines has done is costing me a lot. I have meetings and work I need to attend to but due to flight delay and being lied to, I am having a lot of trouble!
MI 339 cancelled due to engine. Was told we will get into Next day morning flight, but transfer counter said we will not because no booking done. Instead we were given UL instead of SQ and a very inconvenient route and we will reach by 7:30pm MLE time.
Had SQ Malaysia not lied to us, we would looked for options.
I have meetings rearranged because I was told by SQ I will be on the morning flight. Now I am to cancel them again.
I have medical issues that cause numbness in the shoulder area due to collapsed discs in the neck, I have run out of my medicines and I am having severe pain.
not only that, al of us were detained at immigration for hours before we reached the hotel. We landed before 10pm but we didn't get to the hotel until 2am in the morning. Would not have happened if we didn't have to enter into Singapore for the hotel.
I am losing a whole days work, and no change of clothes and medical issues. I want compensation for losses caused. This is not what I paid for. Engine issues I get, but it's your responsibility to arrange alternative that we both agree and I agreed to the 10am Singapore Male flight I was promised at SQ Malay, not anything like this!

My friends and I were due to board a flight to Phuket via Singapore airlines on the 21st of February. On our boarding pass it clearly stated that boarding gates close 10 minutes prior to departure. We arrived at the departure gates before 10 minutes and were not allowed to board as a member of your staff stated that for Singapore Airlines gates close 20 minutes prior and as a result she had already instructed that our baggage be removed from the flight therefore she would not allow us to board. I am extremely upset by this as I have travelled Singapore airlines on multiple occasions and have never experienced such pathetic treatment. If the gates in South Africa close 20 minutes prior to departure why does the boarding pass you issue state 10 minutes.

Secondly we approached the offices at the airport to have the flight rescheduled, the people at the office were fairly helpful and even said they would wave the cost of having us placed on the next flight out however after calling your booking department we were told this is not possible as it was a promotional fare. From my point of view irrespective of what type of fare it was I should not have to pay the penalty for that given I was there before 10 minutes were up and the fact that the very same staff member who refused us entry into the flight had just allowed passengers through the gate a few minutes before us. Her reason for not allowing us was baseless as she should not have had our baggage removed before 10 minutes. I am appalled at the service and the fact that I've had to pay R16600 plus pay for an extra night at the hotel for the incompetence of the staff member don singapore Airlines.
In all the time I have flown with you guys and booked flights with you guys for my clients I have never experienced such terrible service - your staff member was literally raising her voice and shouting at one of my travel companions, utterly disgusting behaviour.

I would like a call from someone who would be able to help me resolve this matter.

I'm very disappointed for the service and respond provided by 'lost and found' at Changi Airport. I forgot to take my baggage on arrival date 24/12/16 morning around 7-7.30am at Belt 32 Terminal 2 (SQ853). When I realize then I did contact 'lost and found' on 26/12/16, I gave her my baggage tag number [protected] & [protected]). This lady got all my information and told me that the system shown my baggage are there, asked me to collect from Terminal 2 anytime within 3 months period, otherwise will be disposal. Before I called up to the helpline, I did email to [protected]@sats.com.sg but totally no reply from there.

I went down to Terminal 2 on 01.01.17 around 11pm to collect my baggage. After done all the clearance at front desk and get into the office. One of the Indian lady was helping me to check on the baggage, I gave her both of my baggage tag and she search it on her computer. She clearly aware that I have 2 baggage need to be collect. She went to the store and came back told me that i'm not able to collect due to the store people was locked and taken away the key. So she will arrange the baggage to be deliver to me without charges. After I got her words then I left airport.

On 03/01/17, the delivery was reach me and I found there is only one baggage [protected]). Immediately I called up the 'lost and found' again. This is the lady got my information and tag number, she told me the system don't have the tag number of [protected]. This is ridiculous! I called one time and went down to airport once, both lady told me both baggage are there yet become no record for one of my baggage. This lady promised to check and called me back on the same day but I have no received any calls until now (05/01 12.30pm). I tried to call the helpline since morning, unable to get through.

Now even worst, after I submit the baggage claim form on January 2017, totally no response from Singapore Airlines! Every times I call the helpline waited more that 20 minutes still no one available to pick up the line!

Is this the kind of service provided by 'World Best Airport'? With no calls, no respond, no reply and irresponsible customer service attitude. I have never got such a bad service from Changi Airport before.

Terrible customers service!

I used my credit card to buy a ticket for my wife, call to check if my wife need to bring along my credit card with her to show at the counter, This guy, Mr. Amar keep asking all kind of questions which he claimed for verification.
I am really fascinated by Singapore Airline they can waste so much time with such a simple question. This shows that their customer service is not customer friendly and wasting our precious time.

Not only was I detained for a long time before our luggage got to us while coming back to US, but I discovered that the luggage handlers at SFO for Singapore but a fairly large hole at the bottom of my brand new luggage. And I did not receive a damage sticker were they had the damage. or an apology for the damage.
They trying to hide the fact they are not doing well business wise. We flew 3 to 10 countries with them & had not had trouble til fall of 2016. Whats up with that.
Usually the stewards & stewardesses are very nice & very model like looking but one incident were they would not assist you with a hour longclosed restroom on the plane. Seem to me someone was sleeping or doing something illegal in there. And I got screamed at by a upset stewardess when I used the business class restroom & I did not use it for 1 one hr. Thanks for this web page.

I been travel with Silk airline and Singapore airline from 04 February 2017 from Phuket to Cape Town. My flight is MI757 seat 30A and transit to SQ478 seat 47D. I has been plan this trip for 6 months before flight because this will be a wonderful wedding in Cape Town for my friend. I plan to travel for mountain and big 5 safari. I plan my journey with nice dress and comfortable for each trip. My food from Thailand for myself and my friend during my stay there. I was surprise on this situation happened with the best airline in the world. I never though this situation will be happened with this airline. Staff of Singapore airline (Ms.Charmaine) was given me ZAR 500 (approximately 38 US dollar) to buy something necessary. She just talk to the staff at lost and found counter (Mr.Vincent) at Cape Town airport and speak "just give him ZAR 500 enough". They promise that my luggage will be arrive 2 days later. There are nobody from airline even call me to notice after 2 days that my luggage still lost. I go to Cape Town airport after 2 days and got notice from lost&found counter. I try to contact my friend who work for airline in Phuket to check for my luggage from Singapore. After 2 hours my friend notice that my luggage still in Singapore. I don't know what the staff in Cape Town working on their duty. After 4 days I got my luggage in Cape Town. That mean I have only 1 day left there. Staff of Sigapore airline don't ask me for any help. Singapore airline has been ruin my vacation for this year. More over, while I travel back from Cape Town to Phuket, I been disappointed with dalay for 5 hour trip at Johannesburg. I have to stay over with no meal on the plane. After I arrive in Singapore, they rearrange my flight to MI756 in the evening with luggage problem again.

My name is litia lemisio my flight number is jqm453r I was scheduled to travel with my sons rugby team from canberr to wellington. The school cancel the trip but me and my friend has already book a flight to new zealand I spoke to about 5 different customer services regarding my booking but they weren't really helpfully and rude. I spoke to jetabroad they were understanding their customers service was the best. Bit I want to talk to a senior officer regarding getting me a full refund for my flight as jetabroad agree to get me and my friend a full refund if singapore a happy to wave their fees.

Booking Number: 5XU9VW - We had been looking forward to our first trip to Perth, Australia for several months and in particular experiencing the excellent service on Singapore Airlines, recommended to us by friends and family. We paid an extra charge for seats with extra legroom on the 13 hour flight from London to Singapore as my husband has a back problem and I get severe cramps in my legs as a result of cancer medication and we both need to stretch our legs and move around to alleviate the symptoms. A week before departure we had a phone call from an 'agent' who told us the flight had been changed to a later time, which was inconvenient having pre-booked our train to London and there were no seats with the extra leg room for us. My husband was very cross as he knew the journey was going to be very difficult for us. The 'agent' after trying to get something done was told to tell us we either take the new seats or don't fly that day... We were very upset and it did spoil the start of our holiday. The cabin crew were very pleasant but as it turned out for me in particular, the journey was very uncomfortable and disappointing. We had two nights in Singapore then set off for Perth trying to forget about the previous bad experience. We had chosen seats at the end of a row so we thought that would be better for us and our medical conditions. When we boarded the plane we found we had been moved AGAIN! And could not have the seats at the end. I complained to one of the cabin crew who got one of the ground staff to come on board and speak to me. She said they had changed the aircraft (AGAIN) and as we hadn't paid for extra leg room on this flight (when we chose the seats there was no extra charge requested) we had to sit where we had been put. We are very upset and disappointed about the treatment we have experienced from Singapore airlines and apprehensive about enduring the flight home on the 24th and 25th February. It has not been the lovely exciting experience we had been led to believe it would be.
Based on our experience so far, we will not be recommending Singapore Airlines to anyone...
Regards, Julie Kennedy.

On 03-02-2017, my fight from kochi (Cok) to singapore (Sin) was delayed by an hour and a half. The original flight timing of mi467 was 10:55 and this was re-scheduled to 00:30. As a result, the connecting flight from singapore (Sin) to melbourne (Mel) had to be re-booked from sq207 to sq217, which was 2 hours later. Consequently I arrived in melbourne on saturday 04-02-2017 at 21:30 hours instead of 19:30 hours. This disrupted my local melbourne travel arrangements to reach my destination and I had to seek alternative travel arrangements. I incurred expenses of aud 31.50. I seek compensation of this amount. Attached are image files of relevant documents.

Kind regards,

Davis joseph (Krisflyer membership number : [protected])