Singapore Airlines
Reviews and Complaints

My krisflier no is [protected] and on a dec 13 flt from sydney to singapore on sq 262... Was in for an unpleasant surprise. The experience was contrary to past travel experiences on your airline. This happened during the first drinks break and I missed the action as I was on a toilet break. The air hostess farah aziz apparently went past my seat 31h and at the other end of isle I patiently waited till they served all passengers before I could return to my seat. But not even an acknowledgement from ms aziz!.. Anyways back in my seat I waited patiently and by now extremely thirsty... Expecting them to have taken notice that my share of peanuts and drinks is yet to be served. Unable to wait any longer I buzzed for service. Waited another 15 min and no one turns up. By now I was beginning to think I would die of thirst... I buzzed again. This time a furious looking sarah aziz shows up and at the top of her voice - "can we first finish serving the other passengers sir?". When I pointed out that she had covered my section but missed out on me... She realized her folly but continued in a rude tone"what did you want?" I said an orange juice pls?...In a huff she placed quarter cup of orange juice and when I mustered the courage to inquire about some peanuts.. She huffed on I will come back!...

Never before have felt so humiliated on a singapore airlines flight. I will be posted this on all online and feedback forums. Granted I was travelling by cattle class... But then this is singapore airlines!... The least you would expect is some courtesy...

Dear Sir,

I was a passenger of SQ495 ( December 5) Dubai to Singapore with connecting flight SQ 916 ( December 6) Singapore to Manila. This is my first time to travel using Singapore Airline because it is out of my budget. I was just advised by my friends to travel with this airline because of the big baggage allowance compared to other airlines. Unfortunately, when I received my TV LG / LED 43 inches IN NAIA ( PHILIPPINES) it is TOTALLY DAMAGED. I feel so sad and cant understand why this thing happened. This is my only gift ( pasalubong) to my family I was advised by the airport staff in NAIA airline ( PHILIPPINES)that they will not able to assist me in the complain. I also noticed that there is no FRAGILE tag in my TV even though I already informed AND IT IS VERY OBVIOUS that it is a TV. I am humbly asking for your assistance to please help me. This is the only thing that I bought for my family and as souvenier OFW for 4 years. I am begging you to please help me if there is a way for us to get my money back or if you can replace my TV even if it is smaller one ( refund ) this for my daughter which we dream and I promised to her 4 years ago. I hope you can consider my request and hope for your kind understanding.

GOD BLESS US ALL

Thank you and Merry Christmas Happy New Year,

Ma. Diana Extra Austria
[protected] / [protected] / [protected]

i am booked on SQ5096. On 25/[protected]@1300 hrs, i approached one of SQ ground staff (she didnt wear any badge or name tag, later found out her name as Joanne Yeh). where is the internet check in counter. She sounds extremely unhappy and just point the finger to the counter.

When i in the queue, thought of lodging complaint to counter. As she didnt have any identify with her, i took a picture. Immediately, she sound loudly and said "delete the photo'!

I may be wrong to take the picture but she should politely approach and tell me rather than sound openly!

Later i lodged complaints to duty supervisor Mumtaja, till today i havent receive any feedback from SQ.

1. Is it SQ policy, staff in airport doesnt need to wear security badge? Or name tag?

2. Should a ground staff acted in such agreessive manner pointed the finger and shouted at client?

Rgds
Steven

Singapore Airlines, who take pride in its customer service and comfort at 35000 feet, failed by their Krisflyer customer service crew on ground.

I have been a SQ customer for the last 11 years, and prefer it over many other airlines in the region. But this event has left a sour taste for sure.

On August 7 2016, I booked SQ flight to BALI for 22-Dec for all my 4 family members by redeeming my Krisflyer points. I still had to pay around SGD$605 for taxes and surcharges etc, which I did.

Everything was good till the time, due to some family maters I had to cancel the booking on 1-Nov-2016.

1-Nov-2016
Since it was a point redemption booking, I had to call Krisflyer customer service for help. I was helped by a customer service representative - 'Winters’.
Since the credit card on which I had initially made the booking was cancelled by me, I was advised to write an email (for a written record) to kris flyer customer service detailing this information and advising them to use my other credit card for the refund (after necessary cancellation charges of course). Which I did.

4-Nov-2016
Then again on 4-Nov-2016, I was advised to provide a hand written request for the refund, stating that my old card was cancelled by me and the refund should be on the new card. Which I did, and waited for my refund.

26-Nov-2016
After waiting for 3 weeks for my refund, I again got a call from ‘Winters’, who wanted some more documents from my old credit card company. I found the repeated requests for additional documentation very frustrating and wanted to talk to her supervisor for a faster resolution. I was told that supervisor was busy and will call me within next few hours.

27-Nov-2016
After waiting for a day to talk to the supervisor, I again got a call from ‘Winters’ to wait some more time for the call from her supervisor.

Its been a month, and I want to talk to someone who can help me get my refund.

I booked 3 tickets to Melbourne and return for travelling from Singapore on Apr 4 and return on Apr 11.
Though we have served our seats, twice SIA has changed our seats and informed us only after they have shifted them further back. From row 38 to 51.
Like to know does SIA has the authorisation to change customers seats though we are allowed to do seats reservation at time of booking.
Does it means that prior to our flight departure our seats will not be secure .
Our booking reference # 46VY90
Ng Siew Tiang

I booked to fly to the UK for Christmas to see my grandchildren on 12 December 2016. Unfortunately on 1 November I fell and fractured my fibula. I attempted on many occasions to contact the airline by phone and email and was given email addresses to contact to discuss my situation. I didn't know whether I would be able to travel with a leg injury because of the possibility of DVT. I just wanted to find out as much information prior to my flight. I could not get an answer from anyone, that is the ones who bothered to reply. The one that did reply was a scripted message informing me that if I'd had a DVT in the last week to fill in the attached form. It also Informed me that the seats I had paid for on the Brisbane to Singapore and on return from Singapore were non refundable. I was travelling premium economy but they don't offer that service on the Brisbane to Singapore leg of the journey or Singapore to Brisbane so I opted to pay for more leg room. I had been booked into an exit seat which I knew I would not be permitted to occupy due to my injury. My son has also tried to contact the airline to attempt to change the seat with no luck, according to the website there are no other available seats. I also asked if I could get a discounted business class reservation which again was ignored, I wasn't asking for anything for nothing but thought that if I could afford the price all would be sorted out but again nothing. I am due to go to the fracture clinic on the 8 December, just 4 days before I am due to fly out. I hope that they will remove the cast and put me in a moon boot but nothing is guaranteed, it depends on the x-ray results. Either way I am not going to be able to sit in a seat where I have to climb over people or vice versa. If I cancel they will charge me $200 + the loss from the extra room seats. I don't want to cancel and understand that the lost revenue is not great but I have done everything I can think of to resolve the problem. Can you please help me to sort out this problem. I am 65 years old and would be travelling alone, being widowed last year. Thank you very much. Kind regards Sue Passant.

I have attempted to book a february 2017 round trip from ny, starting june 11, 2016. My booking reference number is 7x2w7a. That is an 8 month lead time but I am still unable to complete the booking.

This means that krisflyer award travel is a sham. You cannot use award miles to book a flight - even if you start 8 months before the flight dates.

Krisflyer miles are worthless if you cannot book a flight with them. This company should be punished for defrauding consumers. I will use all public media to inform other unsuspecting consumers of the dangers of relying upon krisflyer, based upon my experience.

I was boking flight from Sydney to Coimbatore for my family 1adult/1child/1infant, traveling on 18/nov/16, online system failed to book due to long name charecter limit.

I had called Customer support immediately, they said, their system is updated with new price list, they can not do the booking with the price listed online, as it was not guranteed.

I had called earlier the same day, and one guy put me on hold for 30mins, stating his system crashed, no response, eventually i had to disconnect and call again. For every details, put me on hold, eventually the last call took 1hr30mins and finally completed my bookings, ended up wasting my 2hrs and $200 more.
The customer representative was keep saying, their system is slow, please on-hold.

Now After made all the bookings, their system sent me automated notification email from Singapore airlines with the lesser online booking amount to click the link to confirm the bookings, with note:stated price and seat availability is not guaranteed.

I need explanation due to their system limitation, which is not mentioned clearly before booking, and their system slowness, and customer representative's inability to check details quicker, why i had to pay more?

Very poor customer service, i didn't have option to give negative ratings, so had to go with rated 1 on their overall service.

Hi,

This is regarding booking 4M7P2V.

The connecting flight SQ5312 was cancelled and rescheduled to MI 414 but not been informed while boarding in Sydney Airport. They gave the client boarding pass for the new flight but not informed them and they did not check the connecting flight timinings.
They had pre-booked hotel since there was 10 hrs transit. They checked out hotel 1 hr before and got in boarding but realised their flight was re-scheduled again after 6 hrs.
They are senior citizen and if there was no method of contact to their son in Sydney they would not have any idea what to do?
This is a serious discomfort to the senior citizen on travel and they have raised the formal complain towards airlines.
Please look into this matter and give the compensation to the client.
Regards,
SydneyTravels

I was on the 20th Oct SQ 871 flight from Hong Kong to Singapore. The flight arrived midnight back into Singapore. After a tiring business trip, I did not expect that my luggage will not arrive. This meant I had to wait at the Baggage Carousel until the last baggage before I could file a complaint and had to stay till 1am.

My baggage finally arrived the next morning but I had less time to turn around my laundry as I had to fly off again the following week to Melbourne, again on Singapore Airlines.

Flying Business class with SQ, I did not expect that such a simple, straight-forward direct route from Hong Kong to Singapore would incur such inconvenience.

We flew with you to and from Paris to Perth Flight # 223 2 Sept 2015 Sector Sin/Per class EYCL the Staff number was 30680 we sat in Seats 49 H BLACKWELL and 49 J HILLS, we endured the entire flight without media, no radio or television/movies my husband placed his brand new 'Bose Sound True' headphones in the front pocket of the chair in front, we made our complaint regarding the lack of entertainment but we were only offered split seats through out the rest of the aircraft...after the duty free was removed from offer we were given Inflight Vouchers for $75 each (S/N 1370651/2) to compensate us...we came home to our town...(3hrs south of Perth), I had suffered a slipped disc in transit so I was in bed unable to move for 7 days, and it took me a further 3 weeks to unpack, by which time I noticed my husband hadn't seen his brand new headphones...he visited Perth (the airport desk to which Singapore Airlines belongs) later and was informed nothing had been handed in...much to our surprise...!
We have not been able to come to terms with the lack of care your airline showed us in our last trip with you and I write to you requesting proper compensation for these headphones...they cost my husband $200 and I feel quite disappointed for his loss as it was a lot of money to him...your inflight vouchers are a token and I feel completely inadequate in the circumstances...I am hoping my letter to you will prompt you to investigate further as obviously your staff are not honest in their jobs...I'm prepared to post this complaint all over my Facebook page and yours in order to bring this to your attention...I hope it won't come to this...please reply to [protected]@clean-living.com.au or mobile [protected]

I want to have short vacation with my old parents to United States.
I choose SQ because I though its was the best airlines and there was a little promotion price.
My flight was start on 26 September 2016 from SUB boarding at 6.40 PM with sq 5225 (operated by Silk air ) to SIN.
Then the next flight gonna be from SIN - JFK (sq 026) with 1 stop on Frankfurt FRA. Boarding from SIN at 11.55 PM and arrived in early morning in JFK ( I forgot the time ). All of the passenger have to go inside the airport then moving to the connecting gate. Around 40 minutes waiting in FRA was and pretty long walk to the gate we still able to see some 24 hours store.
Then all the passenger check in again and boarding. the plane was already moving then suddenly stop. after about an hour on the plane, the captain give announcement that there is something wrong with the plane and they need further checking for about 30 minutes.
after 30 minutes of waiting, the captain told us that there is a technical problem and there is no free hangar for us to wait in the airport. So all of us have to wait inside the plane. The captain also said that he was waiting for the ground technician to come and find out whats wrong with the plane.
30 minutes waiting and the technician came to check whats possibly wrong.
Another 30 minutes for checking.
Then come a solution that they need to clear the fuel and refill again because there is a contamination. They hope it will fix the problem and we have to wait for about an hour for this activity.
An hour passed, then they recheck again for about 30 minutes ?
And they can't figured out whats wrong so we have to wait for another 30 minutes.

For about 5-6 hours waiting inside the plane, with only water and peanuts, its really not a nice experience.
I even saw 2 babies with no food ( luckily the parent bring banana for the baby so they are not too starving).

Then the captain said we all can go down to get our refreshment on the restaurant while waiting for the problem solved.
We all are starving and eat for about an hour and half ( I still see the babies got no food, the parents looks so mad because of it, even the ground crew can do nothing about it. )
40 minutes asking for explanation of what happen and what we supposed to do because there is no other flight to JFK at all and we have to wait until plane ready or night come first so they can give us hotel to rest.
Then suddenly all the stewardess walking so fast to the gate, people look at them and see enlightment that the problem was solved.
Some of the passenger were cancelled their flight but for us which doesn't know anything about German have to continue our journey. The monitor in front of me have problem so I can't used it at all, so all I can do just try to rest & sleep.

Arrived at JFK at almost midnight and we got water bottled and cookies only.
We missed our train to DC and just want to go to hotel and rest.
Luckily we have friend on NY that pick us to rest as soon as we arrived on JFK.
What a long journey and the worst news is, after I email them so much to ask about my rights when there is delay flight, they offered us 75SGD inflight voucher for the compensation of this horrible experience. :)
Its really something awful, even our lost amtrak train ticket was cost almost 200 USD.

My wife Jasmine Rachael Pearl was traveling from Turkey to Singapore (SQ392) then from Singapore to Australia (SQ241) with Singapore airlines, My wife has given her suitcase and cabin bag at the IST airport for check in and took her small handbag with her onto the plane, once my wife arrived home to Australia and opened her bags she has realized her cabin bag has been tampered with and 15 thousand dollars worth of jewellery stolen. We rang Singapore Airlines and they informed us that they don’t have any direct contact with the ground staff and that we should contact directly IST airport and Singapore airport. I would like to put a formal complaint of theft and want the criminal who stole my wifes jewellery to face the justice and be triad for theft,
We believe it would easy to identify from the CCTV who done it as we are certain that the airport has CCTV in every corner and we would appreciate it if you could investigate and help.
We have already made complaint with the IST airport and the justice department it’s a shame that a selfish and ignorant staff member stealing and making the who airport and country look bad.
My contact details mobile number +61 [protected] email [protected]@yahoo.com.au

Kind Regards
Murat Semih Kurt

Hi, the TV on board was broken due to mishandling of it. They have raised a case and we have provided all the details requested. Tried to contact them after that without luck.. No one is replying to my emails. The case details are: CCS Referral Task Assigned - TUDI, Ashok / Case S-[protected] [ref:TR-[protected]:ref]

I left my laptop in front seat pocket of Seat 32D on flight SQ979 on 18Aug 2016. I was having a headache due to my blocked nose and for some reason pack my reading glass but not my laptop. I reported the loss about 45min after arrival. My laptop was not found.

During the 45min window, I would envisage that only air crew, cleaning crew or security personnel would have access to the plane and there would be a record of persons on duty. How can a laptop left in the front seat behind the magazines be lost? What actions or investigations are taken for lost of valuable item?

Case Reference No. S-[protected]
Flight from Koh Samui to Brisbane (via Singapore) was cancelled on 2/5/16.
Too many incidents to explain in detail, however, I have been liaising via emails with Dejan Eminagic from Singapore Airlines. I am more than happy to email all of these to you...but please be aware there are numerous lengthy emails.
In short, after going backwards and forwards, eventually I was offered a refund of $1, 000.50 by Mr Eminagic. His last email suggests I need to sign a Release and Indemnity Form by 31/8 failing that the offer is considered lapsed. I am not prepared to accept this low offer as I paid $4, 000.00+ for a return Business Class Brisbane to Koh Samui. I was not able to fly Business Class on the rescheduled flight the following day. So I believe due to the inconvenience and most stressful experience and end to my holiday, I expect to be refunded at least $2, 000.00 for my flight.
I wish to point out I endured numerous frustrating situations, not only associated with the flight cancellation, but also with the Business Lounge. I had to stay at the airport all day and the air conditioning stopped working. Also my rescheduled flight was changed 3 times. The following day when I attempted to go into the Business Lounge for the rescheduled flight, I was refused entry as Singapore Airlines had given me an economy class ticket even though I had initially paid for a Business class flight. Then as staff in Koh Samui suggested I liaise with Singapore Airlines staff upon arrival in Singapore, I then spent a considerable amount of time waiting to speak to whom I was informed was the Manager at the Singapore Airlines counter. He took notes regarding my situation and eventually offered a full refund and said it would be organised through my travel agent. However, he seems to have disappeared with the notes as Mr Eminagic has not been able to find out who was rostered on that particular time and day! Also as I spent over $200 in phone calls associated with this flight cancellation, I sent my phone account to Mr Eminagic three times before he finally received it. This simply reinforced their incompetencies. There was just one stressful situation after another! As mentioned above I am happy to forward all emails and should you wish to contact me, I can be reached on [protected]@bigpond.com or +[protected].
Cheers Dianora

For our travels in SEA, we choose whenever possible SQ or Silk Air. We had a very high opinion of the airline until Thursday 14 July 2016 when our flight from SIN to ZRH SQ 346, scheduled departure 1.20 am was 7 hours delayed. Having a connecting flight in Zurich, we were of course worried. In transit from Bali, there was no indication at Changi where to get information. At transfer counter A we were told to go to transfer counter B where we were told that we had to get a boarding pass for the connecting flight at the transfer counter in ZRH and were handed a generic notice inviting us to have dinner at designated restaurants (the list (outdated) to be obtained at the mezzanine level) for the amount of SGD 15! With this amount, we could only get a snack at the Costa Coffee, the food stalls on the mezzanine levels being closed after 1am due to “exhaust cleaning”! When we asked about the transit hotel at the transfer counter, we were told that it was full, but were not informed that they were giving out blankets and sleeping bags at the gate.
There is enormous potential for improvement of communication by SQ and Changi Airport Authority. Delays happen, compensation by SQ is non-existent, but at least they could inform passengers about options including on connecting flights.

Total disappointment with singapore airlines - book ticket with preferred seat option. Told not qualified to seat on the preferred seat due physical fitness, being moved to non-preferred seat. But no refund on the extra payment on the preferred seat!

Extra money burned for 2 passengers on a round trip which are chargeable per person per trip

Complaint lodge and still denied refund!

I want to complaint about SQ's service (especially the stewardess). This is my flight from Copenhagen to Singapore (SQ 351 -10 July 2016- CPH - SIN - 12.30 - 06.30). The Service was very terrible! Stewardess only do nice serve to western people but really arrogant and plain (almost not pay attention) especially for asian people.

And here the detail of my complaints:

1. I ask for one can of coke, she (stewardess) only give a quarter of it. BUT when western people ask, she immediately give 1 can of coke even he didn't ask for 1 can!

2. The stewardess always give BIG SMILE to western people even though the western people always ask for the attention. But, she always put "that i feel so annoyed you ask me to do something for you" for asian people.

3.during the snack time, I ask for snack ( chip potato ), she already write it (my order n my desk), BUT the snack NEVER comes until we landed! And I'm so hungry till the end!

4. The stewardess only give and serve sandwich with tea or coffee to western people but not to asian people even we already ask for it!

5. The stewardess always not pay attention to asian people ( during lunch..snack.. breakfast... serving tea or coffee time).

I feel, SQ 351 flight from Copenhagen to Singapore, have a different service between Asian and Western people. That's all. I hope a better service on my next flight. Thank you.

My daughter and I flew in on above flight and were absolutely stunned by the rudeness of the first flight attendant that approached us.
We were in seats 50K and 50H and attempted to put our small cabin bag in the overhead storage to find someone else had taken up our space. I Made room and put it in. Almost immediately the said staff approached and reprimanded me, saying she would not be able to close the door and demanded I take my bag out and move it into another storage area. Furthermore, she demanded I do this.
When I pointed out I wanted my bag in my allocated space, she stated it was a 'first in best dressed policy', then she added ' just put it in there!'
I felt embarrassed, belittled in front of all the other passengers and simply not happy. It was the start of a short holiday in our favourite destination for Stephanie's birthday and was upset by this incident. My family and I come over several times a year.
I wonder if the Business Class cabin Crew are more well
mannered? Is it worth being loyal to Singapore Airlne?
Your response would be appreciated, we fly back to Perth on 6/6/16
and don't want to have another negative experience with your Airline.
Amina Schipp