Singapore Airlines
Reviews and Complaints

Dear Sir,
This is a complaint.

I was on board SQ0298 on the 7th November 2010 flying from Christchurch to Singapore. At about 3pm NZ time post lunch, like in all my previous long hail flights, I went to the back of the cabin to look for vacant seats so that I can rest for a while.

A short while later, I heard a soft voice from a stewardess from the right aisle asking me to vacate. While putting on shoes and getting ready to leave, another stewardess from the left aisle repeated the same. I felt humiliated as they did not allow me to exit the situation in a more dignified manner.

Wounded, I then asked for explanation. The chief steward Mr Gary told me that two row of seats in the middle section had been reserved for the crew to rest, but he could not show proof in print or announcement. He further told me that the captain did not allow such documents to be shown. I did not press the matter further as I did not want to distract the captain work but a fellow passenger did stand up to complain about the disturbance we made at the crew area. I also noticed four cabin crew members stopped work for at least 30 minutes because of this dispute.

However, the first stewardess apologized to me in front of Mr Gary while the second one did the same while I was seated in my assigned place and I was humbled by her plea. All in all, the crew members gallantly protected the airline and in particular, the second stewardess went to great length to absorb the blame.

The purpose of this letter is :
1. Show me proof that two rows of seats in the middle section were already reserved for cabin crew to rest in SQ 0298.
2. Show proof to the public that seats are allocated exclusively for cabin crew in all long haul SQ flights.
3. If the fault is due to oversight by the management, do not expose the cabin crew to potential harm and humiliation.
4. Do not encourage the passengers and the cabin crew to fight for sleeping privilege.
5. Can you guarantee that I can sleep on vacant seats in future long haul SQ flights and for this you have to issue me statement to this effect to avoid conflict.
6. How to avoid future meeting with the crew members in question as I have to fly frequently to Christchurch by SQ (because of their good safety profile) ?

Thank you and waiting for reply

Yours sincerely

Dr Ng Eng Kuei

SIN-HKG. Luggage was intentionally broken in second time this year (first time in April SIN-LHR) despite TSA lock availability. Handling agent in HKG representing SIA and Singapore SIA do not give a damm to customer's need immediately, but rather keep on emphasising on internal procedure to follow. So, no matter how customer was abused and unfortunately become a victim under the bureaucractic system, they took your luggage to repair - without any replacement immediately. Lesson learnt: When you travelled with SIA, please make sure you have some spare plastic bags, imagine walking under typhoon without luggage, but with your plastic bags and your personal belonging - Good luck. Official 5 stars airlines, unofficial budget airlines customer service standard.

I have been corresponding with Singapore Airlines since June regarding my customer service issues & have not received a response to my questions & issues. I just get promises that they will respond sometime in the future. Its now 3 months and no reponse. 1. Flight cancellation and refund due to Volcanic Ash issue. My family & I were booked to fly to Singapore & Phuket on 16th April, 2010. Due to volcanic ash issue the flights were cancelled. Subsequently we cancelled out trip and requested a refund. I received notification that a refund for one of the bookings had been processed, and such refund was forthcoming to my American Express Card account within 7 days. For the other booking I received notice on 28th April 2010 that refund had been processed and that instructions to the bank would be made within 7 days. After a few weeks of follow-up by myself to Singapore Airlines, I still did not receive the refund to American Express Card. Subsequently a request was initiated by Singapore Airlines Amsterdam office on 27th May 2010. On June 2nd 2010, I received not a refund, but a new charge to my American Express Card. On June 17th 2010 I have received the proper refund and a refund for the mistake from June 2nd. Meanwhile I had to pay my American Express card in full, causing significant impact on my personal cash flow. Finally I received a refund 2 months after. Net result though is that I was charged in SGD 512.84 more than what I have been refunded. Because of exchange rate differences. I requested that Singapore Airlines compensates the difference of SGD 512.84. 2. Baggage delay On 4th June 2010, I flew with Singapore Airlines from AMS to SIN on SQ323. I arrived at the airport within about 75 minutes before the flight was due to depart. On arrival in Singapore I was greeted by ground staff advising my baggage had been left behind in Amsterdam and would be arriving on the next day’s flight. Apart from been initially aggravated that my baggage had not arrived, I was satisfied with this was a rare occurrence when travelling with Singapore Airlines. However, my phone charger was packed in my checkin baggage, and my phone’s battery was completely flat when arriving in Singapore. I needed my phone to be charged, so I could retrieve the phone number and address of my friend’s home, where I was staying in Singapore. I recall the phone charging points inside the terminal building on the gate side of immigration and requested assistance to get my phone charged at the Terminal 3 departure level Singapore Airlines customer service. I made several requests, fully explaining my circumstance, but was flatly denied any assistance. Luckily another passenger who overheard my conversation offered assistance. The poor attitude and service received by Singapore Airlines customer service was unacceptable, and begs the question why Singapore Airlines offers a customer service desk. 3. Overbooked Business Class On 9th June 2010, I was due to fly with Singapore Airlines on SQ324 returning to Amsterdam. I had tried to check-in online throughout the previous 2 days. I was unsuccessful, each time the system advised to try checking-in at the airport. I now understand that the flight was overbooked, and that I had been not allocated a seat. On arrival at the airport I was advised that business class was overbooked, and that all other business class passengers had checked-in. I was told I would need to downgrade. Given that I had booked my ticket sometime in advance, and the sector had never been on waitlist, I was surprised that I had been selected to “downgrade”. I was also surprised that a “gold” frequent flyer would be selected for downgrade. I asked the check-in staff why a “gold” frequent flyer would be selected for downgrade, and they replied that I was only “silver”. I showed them my “gold” card and they could not understand why I had a “gold” card when the system was showing that I was only a “silver” frequent flyer. Please see my following point 4 to understand why this is of enormous frustration to me. After some complaining from me, and a period of waiting, I was advised that I could be allocated a business class seat. On boarding the flight I was surprised that the adjoining business class seat was reserved for crew, and that throughout the flight that seat was occupied for less than 3 hours. It is unbelievable to me that Singapore Airlines was prepared to downgrade a fare paying passenger and allocated a seat to crew and occupied for less than 3 hours of a 13 hour flight. There were economy class seats available. 4. Gold status. I have sent previous email correspondences with Singapore Airlines regarding my gold status. It has been of some annoyance to me over the past few years that Singapore Airlines can not get my frequent flyer status correct. Although most of your systems identify me correctly as a gold frequent flyer, there appears to be at least one system that identifies me as silver. Every time when I check-in for a flight either on Singapore Airlines or any other Star Alliance partner, I am identified as a “silver” frequent flyer. Please see the attached boarding pass which identifies me as a Silver frequent flyer. After my previous correspondences with Singapore Airlines, I have been advised that this problem had been resolved, but it is clear it has not. In the past, this has resulted with me being declined access to Star Alliance partner gold lounges. I also believe that this some how resulted in the request for me to “downgrade” as in my above point. I again request that this issue is resolved. All systems should correctly identify my frequent flyer status. 5. Overall impression My overall impression of Singapore Airlines has been negatively impacted over the past several months. To me, it appears there are several systemic problems in your organization impacting your customers. I am very disappointed with the recent levels of service I have received. I ask that my specific requests above are addressed.

I am throughly disappointed with Singapore Airlines

Below my complaint letter to them:

Dear Person-in-charge,
Referring to reser vation code M6NZDD, I have claimed my mileage points from the KrisFlyer programme for my husband, Joong Liang KWEK, to fly up to Bangkok with me for a holiday. His itinerary which I'm sure you can see, is MEL-BKK 05JUL and returning on BKK-MEL 13JUL, both on Thai Airways (TG).
On the outbound trip, he was told by the staff of TG that his booking outbound was not in the system. However, because there were extra seats, TG had put him on the flight out at that stipulated flight TG0462, saying that SQ seems to have cancelled his booking. TG instructed my husband to speak to SQ counter staff at Melbourne Airport to ensure that everything is ok. SQ staff said to him that the status was reflected as "OK" on their system.
On the return trip on 13JUL from BKK, he was told the same thing from TG that his booking had been cancelled from SQ! And because the return flight TG0461 was overbooked this time, and there was only ONE seat avai lable, we had to choose amongst the two of us, which one to board and which one to stay behind. TG had tried to sort this out with SQ counter staff (a lady by the name of Boonyarat Prasert). TG said that the system showed that SQ cancelled the booking (see attached print out), and SQ said (referring to the same print out) that the system actually showed that all was "OK" and confirmed.
Regardless, I, as a Gold member of KrisFlyer, expect a high standard of customer services. Due to work reasons, I was forced to leave my husband behind to report to work the following day. My husband had to endure being knocked out of a flight which he was supposed to be on (TG0461) at 8.00am on 13JUL and had to take the next direct flight out at 12.15am on 14JUL, a full 16hrs! He was also told by TG that he will not be able to be upgraded to Business Class because it was not TG's fault, and SQ said they couldn't put him on TG's Business Class because it shows that SQ had put the correct confirmation! He was only given 3 food vouchers for the day! The following items were/were not compensated:
Items Compensation
Direct flight: BKK-MEL TG0461 direct from BKK-MEL was compensated with TG465.
Food & Beverage due to delay Compensated with 3x THB400 vouchers in restaurants at Suvarnambhumi Airport.
Time (16 hours) NO COMPENSATION
Baggage Drop NO COMPENSATION
(THB100 per item x 4 items)
Upgrade to Business Class NO COMPENSATION
due to delay
From a CUSTOMER's point of view, regardless of who is at fault (SQ or TG), this has caused great inconvenience and a huge waste of time, that were not compensated. Being a Gold member of KrisFlyer all these years, being the one who redeemed the points, I also felt that the service standards that KrisFlyer has put up is utterly embarrassing and fall way short of the "respectable" brand KrisFlyer claims to be.
I demand that KrisFlyer sort this issue out with SQ and TG, and that, if no one could ascertain where the fault lies, then both must share responsibilities in the matter. Again, regardless where the fault lies, from me and my husband's point of view as CUSTOMERS, we demand some form of compensation in the items above. Please come back to me by the end of tomorrow 16JULY2010, Friday and update me via email of what is happening.

Obviously, when they investigated, they realised that they themselves have accidentally cancelled my husband's ticket. 2 weeks after the fact, they called to say that they would compensate us with 2000 krisflyer points, equi to $80. This was what they deemed as fair compensation. I told them that there's no way what my husband endured was only $80. Sylvia, the first Singapore AIrlines employee I spoke with, told me that she will get back to me the following day. Of cos, that didn't happen.
2 weeks later, after I called the contact centre again, Lawrence Lim called me to say that since I wasn't happy with their last offer, he can up it to 5000 krisflyer points. I replied that while I did not think that was good enough, I would take it on the condition that they upgrade me the next I flew with them. Lawrence acted as if this was an utterly unreasonable request and exclaimed 'oh no no, no way!'. Howevre, he said that he would 'appeal' on my behalf and get back to me again. By this time, I knew better...I waited a further 2 weeks before I called the contact centre again. It took them more than a month after my trip to give me a reasonable compensation of 10, 000 KF points.

I am totally disappointed with SQ...and I'm very reluctant to ever fly with them again. I will just finish up my points and that's it.

Well to start off we are a military family stationed in germany, while taking vacation in the states my wife and daughter booked a flight back with sigapore they are supposed to be a great company to fly with so we said sure, on friday my wife booked a flight for sat. but before she left the house to leave to get on the plane she checked to see if the e-tickets had came in her email, they did not as a matter of fact singapore canceled her reservation with out notifing her so after 7 hours of calling the agent and singapore you cannot have an infant e-ticket so they canceled the reservation note we have already paid for the tickets. So after that my wife went to the airport brought tickets from bwi to jfk to frankfurt, the flight from bwi to jfk was delayed and arrived at 830pm the flight from jfk to frankfurt doesnt leave until 930pm, after getting off the flight from bwi there was a singapore service agent that escorted my wife and another military family to the next gate to board the flight to frankfurt, they were told the plane will not leave without them on it, after arriving at the gate the service agent on the phone with the fron desk trying to get there boarding passes told them that the front desk just hung up the phone on her and they would not be getting on the plane, also when they got to the gate the front desk said it was to late to board the plane but they were in fact still calling people to board the plane, so now my wife and 1 year old daughter is stuck in jfk until the next flight which is in 24 hrs, and they are only on the waiting list, we have paid for out tickets the flight is still boarding there are empty seats on the plane and they cant get on after being told the flight will not leave without you. This is horrible i will never fly singapore again and I will do my best to make sure they never get another military member on any of there planes, thanks to delta they did buy them a hotel room for the overnight stay.

Hi all,

This happened on the June 31st at about 1am. I had a bad encounter with an SIA girl. She rode her baggage over my feet without apologizing while was walking, smoking and talking loudly on her handphone. Not sure if this helps but I managed to catch a glimpse of her name tag and it says Priscilla Chen. She was in a green kebaya.

I hope Singapore Airlines will ensure that their crew does not behave as crudely and as rude as her. My impression of SIA girls were orderly and feminine, sad to say it was not to be on this day.

Regards

Attn: Mr. Mohammed Abdul Rasul.

Dear Sir,
I would like to draw your attention regarding the above subject. My client Mr. Abuzar Moeen Ahmed and his family travelled to Singapore in the month of November 2009 on one year validity ticket, unfortunatelyáSingapore Airlines closed their operations from Karachi in February 2010.á
My client asked me to refund the SIN-KHI sector, I have made those tickets through NICE Travels Karachi and I asked them to refund the tickets. Theyásubmitted the refund case on 26 February 2010 which is attached for your perusal.
After almost one month I asked NICE Travels and they told me that the refund will be give in almost 45 days, than visited Singapore Airlines Karachi office several times and the employee's said all the refund applications is in Head office and they process those refund cases.áLast month on May 2010 Mr. Mumtazápromisedáme that they will refund the amount by end of May 2010, then I started chasing Mr. Mumtaz from 1 June 2010 and he was never on the seat, finally I visited your office again today 10 June 2010 and they told me that your refund has not been approved from head office and they reluctant to give anything in writing. I am veryáembarrassedáin front of my client. On my insist and request they gave me your email ID and asked me to contact you directly.á The client information alongwith refund code MERA # are as follows:

NAME á á á á á á á á á á á á á á á á á á á á á á áTICKET # á á á á á á á á á á á á á á MERA # á á á á á áSECTOR
Abuzar Moeen Ahmed Mr á á á á á á á á [protected] á á á á á á á á á 701044 á á á á á á áSIN-KHI áá
Moeen Nausheen Mrs á á á á á á á á á á á[protected] á á á á á á á á á 701045 á á á á á á áSIN-KHI
Abuzar Shaheer Ahmed Inf á á á á á á á [protected] á á á á á á á á á 701046 á á á á á á áSIN-KHI

I request you to kindlyáintervene and solve this matter at your earliest.á

Regards,

Aamir Aijaz
[protected]

scan0001.jpg copy of nice travel invoice

Singapore Airlines misrepresented the destination of Singapore on the dates they recommended us to visit with four expensive tour packages. We meet in person directly with Singapore Airlines, Manila. We sold the tickets with promises of great shopping, great food and great museums -- but the dates they suggested we travel "Valentine's Day" the entire city was closed, no restaurants, no museums, no shopping for a solid three days.
They also misrepresented the 3-star hotel they booked us into a part of the 5-star Peninsula Group.
They also said they had the ingredients to the food they served on the aircraft (we have an egg allergy so we asked) and they said there were no eggs in the food. It was a very simple meal of plain broiled chicken, steamed vegetables and mashed potato. After getting very sick we contacted the Singapore Airlines corporate office and they informed us that there were in fact eggs in the mashed potato!
We have been told by Singapore Airlines Manila which caused most of the above situation and much more we are concerned about, including their handling of legal documentation of this situation -- and we have been told that we may not complain to the corporate offices of Singapore Airlines and that all complaints from the Philippines may only go through the Manila office -- even though it is they we are complaining about.

We notice on the web, that, although Singapore Airlines makes a focus of their very large advertising campaigns that they have great customer service -- on the web it appears that Singapore Airlines is one of the most-complained about airlines. And that much of the complaints involve the airline ignoring their complaint. We have found this to be the case.

And finally after months of trying to get through to them, the Manila office "just to make us go away" offered us four tickets of far far less value than the cost of the package we had bought from them. And then within three weeks of issuing the tickets, they wrote to us that they halved the validity dates of the tickets and other changes which made the tickets virtually worthless. So it seems there is no end to the games they play -- it seems the purpose of the tickets was just to get us to sign a release that we could not understand and which would cause us to shoulder and indemnify the airline for all claims by other parties regarding things like their misrepresenting the hotel.

Beware of Singapore Airlines regarding anything they ask you to sign. We edited what we signed to make sense and they took the form away and put another in front of us which we wrote in tidy letter next to the section we din't understand that we don't understand this -- and they took the form away and put another in front of us and told us not to write anything or the offer would immediately expire. So we signed it with "Under duress and protest" under our signature and they accepted it. We asked them to keep all of the other forms we signed as they directly relate to the situation and their behavior, but they have refused. In fact after we left they made changes to the form we signed not in our presence and then sent us a copy of it as "final".

We have been loyal customers of Singapore Airlines for many years and have even written positive reviews about them and the city of Singapore in the past.

This was a letter of complaint written to Silkair.

Hi, I wish to highlight that Silkair procedures to manage refunds to your customer simply does not work.

I bought a return Silkair ticket to travel from Singapore to Manado on the 6 Nov 2009 on MI 274 and back from Manado to Singapore on 9 Nov 2010 on MI 273. (Ticket number [protected]). The price of the ticket was $316 including taxes and I paid for it using my UOB credit card.
On the day of departure on 6 Nov, I was informed by the Silkair counter at Changi Airport that I needed to show the same exact UOB credit card I used to pay for the ticket. Given that I would change my wallet everytime I travel, I did not bring that credit card. I was asked by the Silkair staff to buy another ticket on the spot to fly from Singapore to Manada on the same flight I have already paid for simply because I did not bring my credit card even I have the proper travel documentation that obviously matches the ticket details.
I paid for the ticket, paid another $316 using a Citi credit card for the very same flight (ticket number 618 [protected], booking reference L6VXQL). I was informed by the Silkair staff that I would be receiving my refund into my UOB credit card within 8-10 weeks just like any other purchases done with the credit card and refunded later.
Eight weeks later, I decided to call up Silkair in Jan 2010 since I did not receive any refund into my UOB credit card. I was told that it was not yet 11 weeks so we would have to wait till 11 weeks until we would get the refund. Another 3 weeks later in Feb 2010 (on the 11th week after the day of flight), I called up Silkair again, they told me they are still processing the refund. I followed up with another 5 calls, and spoke to various Silkair call centre staff, namely Piers, Valentine, Steven, Dawson and Pamela, over the next few weeks. Again and again, they promised to give us a call back the next day to let us know if it has been resolved and we never got a call back even though we had to repeat the same story everytime we called Silkair. No records of our conversations or notes for the call centre was maintained, and I have a reason to believe that Silkair has no interest in helping the customer in getting the refund at all.

We have trusted Silkair and paid for an additional ticket on the spot for the same exact flight we paid for earlier when we were told we would get a refund 8-10 weeks later. Now we have tried numerous times to contact Silkair but was never able to get a satisfactory answer or as to when we are able to get a refund.

It has been more than 3 months (or 14 weeks) since I have paid for the ticket and promised a refund. Does it take an airline associated with Singapore airlines more than 3 months take to refund a $316 ticket which they have asked a customer to pay for on the spot because they did not bring the credit card they used to pay for the ticket, even though they had the proper travel documentation? I am utterly disappointed by the service or rather NO SERVICE provided by Silkair because:
i) they never refunded us the ticket price of $316 after more than 3 months of promising the refund
ii) Silkair had no interest in helping the customer to get the refund given there was no record kept in our numerous conversations with their staff and their staff never did call us back once even thought they promised to return the call
iii) There is no official way to provide a feedback directly to a manager who could make a decision via the phone number [protected].

From this experience I have gone through which I would share with my friends and family, it is very difficult to imagine us ever flying with Silkair again. I hope to hear from Silkair soon, if ever and not have to call back 6223 8888 again.

Dear Ma’am/ Sir,
I would like to complain and file a claim for the inconveniences and unprofessional service of Singapore Johannesburg.
We purchased our air return tickets for 4 persons (booking ref: JXZPMH) last 24 June 2009, almost 3months prior to departure date which was on 20 Sept. returning on 17 Oct. Our flights from Johannesburg and Singapore went smooth but the problem arises when we are returning from manila- Johannesburg. I phoned your manila office on 15 Oct. in the morning as would like to reserve my preferred seats, at that time everything was in order and I was advised to go online 48hrs. prior to the departure for check-in. So I went online but couldn’t get access. The following morning I phoned Singapore office again only then I came to know that our booking was suspended by certain Margaret of Galileo in South Africa and I was ask to call back @4pm Manila time to follow up, that was when our ordeal started. They told us that due to agent being defaulter we have to buy another ticket as our return ticket is no longer in effect. We phone our agent so many times and lucky for us that they had a heart to pay the due to your office but even after they had received the payment, I don’t believed that they had extended their service to lessen our inconvenience. That night we thought everything was sorted out and that all I have to do is phone your office in the morning for the seats, but unfortunately nobody picks up the phone even after so many attempts, so we decided to go 3hrs. prior to departure time and we were there on the dot, we were the first in the queue and we end up to be the last passengers to check-in. We were standing there with our 2children right in front of your staff with no place to sit on for almost 3 hours, they couldn’t issue us our boarding passes as we didn’t have a confirmed booking for Singapore-Johannesburg flight and it was fully booked, in fact we been told that we don’t have booking for Manila-Singapore as well it’s just that there were still seats available that’s why they managed to do it then and there, after hours of waiting and so many calls we made to South Africa at our expense, they managed to do something but we still don’t have the confirmed connecting flight to Johannesburg, the confirmed flight they issued us was only for 19 Oct. flight which was more than 24hrs. As we reached Singapore we went to the transfer desk and we been inform that there’s still no seats available for the connecting flight, they gave us choices of either to wait as chance passengers but they told us that our chances was slim because we were looking for 4 seats they even said “it’s a miracle if we get in “ or to take the confirmed flight available which was 19 Oct with no accommodation and not even meals to compensate for the inconveniences, transit hotels cost +/-S$80pp for 6hr block and we can’t even go out of the airport to choose a cheaper hotel as my husband needs a visa. Calculating the amount of unexpected expenses, we opted to be chance passengers and the same time I was also preparing ourselves for the worse scenario of might not be able to get in the connecting flight and that we have to wait for more than 24hrs. so I kept the S$40 voucher which I got from the stop-over package aside (at least that will cover a meal for us) but I wasn’t able to use it and got wasted because they only entertain us after they have closed the check-in counter and by the time they confirmed the seats to us there’s hardly anytime they gave us the boarding passes less than 20mins. and we were told to rush as the boarding lounge will close 10mins. before the flight with almost a mile distance, we were forced to rush with the children on foot as there’s no golf cart around and the lady that assisted us didn’t even had the courtesy to request a lift for us knowing that we are short of time and that there were children with us.
The experience we had travelling with Singapore Air was totally unacceptable!. After paying for the full amount 3 months prior to our departure this is what we got extremely bad service and I don’t think your staff had given justice to you Company’s integrity.
1) Granted that the travel agency owed you money, we as the traveler didn’t know anything about it, all we know is that we paid the full due to the agent and that’s it! then why we had to suffer like that, the procedure your office in South Africa took just to get their money back was not fair at all. Why we have to be caught in between, we were already on our way back on a holiday trip why only less than 48hrs of our return flight your office decided to cancel our ticket, we were so helpless as we were away. Your Airline have issued confirmed return tickets to us which I believed and any traveler would agree that it’s your responsibility to have in effect till our return. It even plays on Singapore Air recordings on the phone that” confirmed tickets don’t need to reconfirm” how come in our case you just cancelled it like that, knowing that we have already flew half of the journey and we are away from South Africa. Lucky for us that the agent had the heart to pay, but what if they did not?, how do you expect that the agents will care and pay for they clients, what if they didn’t pay? You expect us to pay and take out such a big amount of cash right away just to save ourselves at the end of our trip, I don’t think you took your clients in consideration while doing all these. I don’t feel your office gave justice the fact that we have chosen to fly with your airline.
2) After you office have received the payment, Why didn’t your company extend effort to make it less in convenient for us? Why we didn’t see any arrangement made knowing that you have cancelled our confirmed schedule? Why we weren’t given a priority? We felt that we were treated like beggars left with no choice but to hear what your representative has to say. We were given a confirmed flight for 19 OCT, 24hrs after or supposed flight with no accommodation and not even meal arrangement. Is these the kind of service you give to your customers? We are Expats here in South Africa and we are frequent flyers of Emirates and Etihad, we travel once or twice a year. We been travelling a lot but we never had such bad experience like this with other airlaines.This is the first time we flew with Singapore Air but after this I’ll think twice flying with Singapore again. It’s the worst ground service we ever had.
3) The Last time I spoke to Ms. Brenda of Singapore Johannesburg office a day after we arrive to complain regarding the bad services and experience we had, she took our details and promised to get back to me but she never did, I even left a message a week after as she wasn’t available even then she never return my call, it’s now almost a month and I haven’t heard anything from your representatives. Is this they way you do cutomer service?
I’m hoping for your kind consideration and prompt action regarding this matter and I’m really looking forward to get some justice for what happened to us.
Thanking you in anticipation.

Yours faithfully,
Myrell G. Wafai
[protected]@ymail.com
Contact no:+[protected]

I was a passenger on board the above flight seated at Row 73 C. Occupying the First Row in the 4 mid-row seats (Row 71 or Row 72, I am not sure of the exact Row number) was an expat family with 2 young children.

During the entire flight, I noticed that the children to be quite active and restless. However, the worst was to come as the flight was starting its descent whereupon the children started screaming their heads off and the parents did not appear to be in control of the situation. The children became extremely distressed and frantic and needless to say, the noise from their tantrum was unbearable to the rest of the passengers seated in the Upper Deck.

Not once, did any of the Inflight Crew come forward to try and remedy, let alone abate, the situation.

This is most unacceptable. Such apathetic attitudes would correspondingly raise concerns as to whether or not the Crew would be competent if a serious safety or security issue should arise during a flight. There were two senior stewardesses (in the green uniform) covering the Upper Deck and a host of other Inflight Crew members. I would have expected that leading stewardesses should have well acquired the necessary skills to handle such a situation, which to my knowledge and experiences of flying, is the most basic common problem that is likely to occur on any given flight.

It was blindingly evident that the children were unable to cope with the change in air pressure during descent. All that was required was to issue each child with a lollipop or something similar on which they could suck so as to dispel the build-up of pressure in their ears. Invariably, the parents themselves shoulder the majority of the accountability; knowing and anticipating their children’s difficulties, they should have consulted with their family pediatrician for suitable remedies prior to taking the flight.

The situation was further hampered when the Inflight Crew turned off the inflight entertainment movies whilst the tantrums were ongoing. Had the inflight entertainment remained active, the passengers could have tuned in to some music or some other audio visual distraction in an effort to abate the noise from the children.

At disembarkation, there was a leading stewardess sporting a plastic fixed smile on her face, standing at the aircraft doorway seeing off the passengers. When I mentioned that something should have been done about screaming children on a flight, she ignored me and looked away.

This experience has simply reinforced my impression of the Singapore Girl icon as “nice to look at but a total loss in crisis management”. Notwithstanding the Singapore Girl icon reflecting upon the image of the Airline Company itself, the entire Inflight Crew consisting of male and female staff were totally hopeless in this crisis situation. Inevitably, an airline is only as good as its crew.

I had to surf the internet to obtain the postal address of Singapore Airlines and whilst doing so, I noted there were an alarming number of passenger complaints about Singapore Airlines, which surprised me. This, coupled with what I witnessed on flight SQ 856, throws the Airlines image in a whole new light.

Perhaps the time has come for SIA Management to seriously take stock of and review its Inflight Service Training Manuals.

I flew Singapore Airlines SQ 11 from LAX to Narita to Singapore, and returned on SQ 12 from Singapore, to Narita, and then LAX.

1) They did not load enough meals on the SQ 11 out of LAX. I had to have a dinner of 2 rolls and the Ben and Jerry's Ice Cream - no main course, on that 10 1/2 hour leg.

2) The SQ 12 back to the US, the seat back limiters on the row in front of me were not set properly. When the people in front reclined I had less than 4 inches clearance for my nose. The stewardesses had to wake the people up and get them to put their seat backs up so that I could put the tray down for food service. No way I was be able to use the restroom on either leg of that horribly long flight. But no problem. The air conditioning was out! Not only was everyone coughing and sneezing, but I was so sweated out and dehydrated that I was able to hold out 10 hours and use the restroom at the airport... on both legs of that overbooked flight.

3) To add insult to injury, when I called in to complain to their customer service, I learn that while I still had "Kris" miles for the my return flight SQ12, the miles for my SQ 11 flight had been removed from their books, and all record of my even being on SQ11 expunged from their computer!

1. In Oct 2008 I've made a booking at Singapore airlines website (www.singaporeairlines.com) for the flight Colombo - Singapore - Colombo, booking reference. This booking was made for me by my sister with her VISA credit card. Full amount of ~$750 was charged by Singapore Airlines from my sister's account three weeks before I had to board my flight.
Important to say, that with the confirmation that was sent to my e-mail, was the new one rule, not mentioned during the booking rule - "Since you are not part of the traveling party, you will be required to sign a letter of indemnity (LOI) and submit it personally, by mail, or by fax to the nearest Singapore Airlines office".

2. In according with the said above, my sister signed this letter of indemnity, and we sent it to Singapore Airlines office in Tel-Aviv, Israel by fax (she libes and works in Israel). After sending she called to their office, and they approved, that they got this letter and now "Everything is OK, no need to come".

3. Nov 2008 I was denied boarding to my flight from Colombo (Sri-Lanka) to Singapore. As far as local Singapore Airlines officials explained, it was "some problem with my reservation". Because of their extremely bad english, they could not explain what's a problem exactly. I've tried to tell them, that my sister was charged in a full for this flight, and that's impossible that any problem remains. They did not respond, but asked to see my (again - MY credit card, not sister's!) credit card.

4. They took from me the credit card for about 5 minutes, and returned it back with already printed transaction(!) for LKR 226, 800 (~$2, 067) and asked me to sign it. They said, that for security reasons I need to sign it and explained that they will refund me for this amount later. Again, they could not explain what does it mean "security reasons" and why do I need to pay $2, 067 in addition to $750 already paid for the tickets. I said, that my sister was fully charged and I do not intend to sign this transaction in this case. They answered, that if I do not sign amount of $2, 067- I would be denied boarding.

5. I said, that no way I sign in any case, and they had no legal right to use my credit card for payments without my permission and authorization. After that I said, that if they do not let me board my flight - I demand from them official letter where the reason of this denial to fly will be stated, and later we will meet in the court.

6. They talked sinhala language (Sri-Lankan language) between them for about 5 minutes, so I could not understand what they are talking about. They made some calls as well. Finally they decided to let me board my flight. I asked them, that I need to be sure, that this amount of $2, 067 will not be charged and they said "Don't worry mister, thats OK".

7. Some time ago I discovered that I was charged by Sri-Lankan Airlines(!) for $2, 067 mentioned above in addition to $750 already charged from my sister's account.

8. I talked a lot with Singapore Airlines call center, thеy asked to send them "unused coupons" for Colombo-Singapore-Colombo flight. However, as I said above, I did not buy any additional tickets. That's why I had no any "unused coupons" to send them back.

9. A problem wasn't solved till nowdays (6 month!) and, actually, in according to the law, I have to apply to the singaporean court in order to get refund...

I would like your help on my rights as a consumer in UK against SIA operating in UK, which has unfairly charged me £200.00 for the cancellation of my flight from London to Singapore. I went to the SIA Krisflyer members online website on 20 Jul 2009 for a flight to Singapore on 1 Aug 2009. I paid for the flights using my credit card £947.20. On 22 July 2009, I found out that my girlfriend would not be in Singapore on 1 August 2009 so I went online to cancel the booking. On 28 July, I received an email from SIA that they would refund the fare I paid less cancellation charges of £200.00. I have received the refund less the £200.00 which SIA has insisted they I was bound by their terms and conditions and they were entitled to charge me the £200.00 for cancellation. I would like to know what are my rights as a consumer to recover some of the £200.00 charged as I consider the amount extortionate and unfair. Are such terms and conditions classified as a penalty which I believe is unlawful and voidable in consumer contracts? Also, can I argue that these terms and conditions SIA seeks to rely on are voidable under the Unfair Contract Terms Act and its amendments?
I would really appreciate your help on this as £200.00 is a huge amount for me. Thank you. Michael at [protected]@btinternet.com

Anyone has any idea, which organisation is looking after travel companies complaints in Australia?

I have just a complaint about Singapore Airlines in Australia. They did cancel my parent travel tickets from Melbourne to Egypt on travel day and reschedule travel two days later without any reasonable reasons. Food on plane was off with such bad smell. I had complained to their customer service officer: “Dianne” in Melbourne airport, and she was so rude with us. I sent complain to Victorian Consumer Affairs. They sent letter to us advising that they will keep this complain in records for statistics data, but they don’t have such power to push Singapore Airlines for any compensation. Anyone has any idea, which organisation is looking for travel companies complain in Australia? I lost two days from my work and I need to know where to go?

Please note I have already sent formal complaint to Singapore Airlines Australia... It's useless, and their customer service is not that friendly... Not only service and food were so bad, we lost money from delaying our trip which is not fair... Tickets are supposed to be legal contract and they should not breach contract or they should compensate customers... Any help within Australia agents?

Thanks,

Mina

Two years ago I moved to Shanghai but I tried to use SIA whenever I can. Sometimes I would go out of my way to support SQ. Twice this year, I tried to use my miles and both times the returning flights were on wait list. How can one travel without knowing if one can return? I called their customer service, spoke to their supervisors then their superiors and their attitude was you could get the return flight if you use more miles (a lot more) for a standard seat. His tone was condescending. Why offer economy saver if you are forcing your customer to buy standard seat? I have no problem using my miles with United Airlines or any members of the star alliance but with SIA/Krisflyer I feel cheated, and humiliated. I will use up my miles as quickly as possible but once that is done, I will not fly on SQ and I will tell all my friends why. Very disappointed SQ

My name is Janty Darmawan.
I took flight from Jakarta to JFK with flight no 026 on May 8th 2009.
I arrived at New York on May 9, 2009.

During queuing at custom immigration, two German women told me that they found a pair of my earrings and handed it to a SQ stewardess before leaving the airplane. By that time I just realized that I lost one of my earrings.

I wanted to go back to the airplane but a SQ staff, Mr Chok, prohibited me. He introduced me to some other staff, including Mr Agustin Ng Tie with phone number [protected]. Mr Agustin noted and he also talked with the two women. As being told, we went back on the next day, and met Mr Agustin and Mr Juan Ng Ng from SQ customer services.They said they didn't find it and they told us to contact SQ through online customer services.

I am really disappointed with the way SQ handle my situation. I have traveled with SQ for so long and trusted its quality, but such irresponsibility and ignorance lead me to doubt about SQ professionalism, especially in training their stewardess. With such poor attention, I don't call Singapore Airlines as the best airlines anymore.

On Boarding a connecting SQ Flight from Singapore to Bangkok SQ980 jAN1, 2009, we noticed one of the doors was leaking substantial amounts of water. The crew also noticed and called on board an engineer. His inspection consisted of opening and closing the door and wiping the water, which continued to leak. His response was basically the plane would seal when it was airborne. In over thirty years I have never seen this before. I asked the crew and they had not had this experience. Is this Singapore Airlines safety policy? What if it didnt seal? The crew said if we weren't comfortable we didnt have to fly and they could get us on the next flight. I asked them to check on following flights and they said it would be no problem they would arrange it. My family got off the flight and yes they had to delay it to get our bags. Once on the ground we were dumped like smelly dog poo! We had to go to the transfer counter and arrange everything. Well there was no flight until next day. SQ would not even supply a room until I protested. Then they gave us 1 room for 5 people and a baby.

I have never had a problem with SQ before but I have serious doubts now about their safety standards. I have tried to find a place AND PERSON to send this to SQ WITH NO LUCK.

ref: K4538U
George, Steele plus five
email: [protected]@siamsynergy.com