Singapore Airlines
Reviews and Complaints

Singapore Airlines cancelled our flights (4 tickets) from Singapore to Jakarta. The replacement flight offered arrived too late for our ongoing flight to Sorong so we couldn't accept it.

They sent me an email which said "For flights cancelled by Singapore Airlines please be assured you will be able to rebook your flight or get a refund for the unused portion of your ticket." As I had paid for the now unused portions from Singapore to Jakarta I requested a refund. They refused saying that I can either accept another flight (subject to availability) - which is not an option as I need to catch the ongoing flight - or cancel all other flights on this booking (4 Business Class tickets London to Singapore return) and rebook. Only then will they issue a refund for the unused portion of the ticket (i.e. Singapore to Jakarta). They offer this second option knowing that the cost of the original tickets has gone up way more than any refund of the unused section.

Singapore Airlines will not give me proof of any policy that says they cannot issue a refund without cancelling the original booking - because obviously this would contradict the cancellation policy they sent me.

They have effectively stolen my money and are refusing to give it back. I thought passengers were protected from rogue airlines (any any business) from fraudulently getting taking money from their customers.

We have been trying to contact Singapore Airlines for months now regarding our lost baggage.

We have sent in all information required but still no reply from the airline.

We have sent multiple emails and still no reply.

Every time we call we simply get another sales person who has absolutely no idea and never follows through with our complaint and claim.

our claim no is ReF No- ADLSQ 20189.

My contact no is [protected].

we would like to close this issue and get reimbursed for all our lost belongings.

I filled complaint about my delayed baggage on airport with lost snd and found department and get YVRSQ10141 reference for tracking. but from last one month not get my baggage even i filled claim for baggage and singapore airline offer me only 10% of my claim amount. that is not enough to buy again my thing which are in baggage.

Nobody listen to me in department and answer my email or call.

just waisted my time also lost my bag

I am travelling from Perth to Amritsar on 16 September 2022. My original flight was departing Perth 6.25 am but Singapore airline canceled that flight and now my flight departing 01.00 am. Which now increased my transit time to 8.40 at Singapore airport. I’m travelling with 3 young kids. It’s very hard to stay on airport that long with 3 kids. That’s why I booked my flight with short stay. But now it’s flight been canceled by Singapore airline and not giving me any compensation

I have bookings confirmed with Singapore Airline flying from Kuala Lumpur to Birmingham on 22/7/2022 for myself, my wife and my son (Booking reference 5DYDW3). The flight details have been confirmed many time by Singapore Airline (Kuala Lumpur-Singapore-Frankfurt-Birmingham). However, I was shocked when I received an email from Singapore airline today 14/7/2022 1642hr that the flight from Frankfurt to Birmingham is cancelled. Then, I called the Singapore Airline KL office at 530pm, spoken to Mr.Mohan. He told me he cant do anything, I have to pay RM900 if I want to reschedule the flight. It is not my fault of canceling the flight. So I wanted to talk to the supervisor. He said he will make arrangement to call back the next day. Then I called Singapore airline in Singapore [protected], my shock continues. The person who answered with me did not seem to understand, He told me that the flight is not cancelled in his system. Then, He asked me to check the "manage your trip" on SA website, I checked, and told him that the flight from, Frankfurt to Birmingham is not there. He said well it is there from Birmingham to Frankfurt on 31/7,.I told him that it is the returned flight. Then he told me that I have just told the stat in KL to cancel it. Oh, my god. Then he refused to talk for 5 minutes and finally told me that he is putting down the phone because I did not listen to him.

How can Singapore Airlines do this to the customer?

Disappointed customer,

Dr. Choy Yew Sing, email: yewsing.[protected]@princecourt.com

Dr. Choy Yew Sin

Hi my name is Priyanka shah and I have complain regarding flight changing.I am flying from auckland to ahmedabad india on 13 oct 2022 and my partner is flying on 13 dec 2022, now the problem is, this ✈️ flights are all good to go one way but when we have booked return together on 30th jan 2023 they cancel our flight and reschedule to 27th jan and 29th jan without informing us, we are trying to connect customer service but I am not getting correct bookings and i am highly disappointed because i want mine and my partner's flight together in return.please contact on my number +64 [protected] immediately.

I had booked two tickets from Nanjing to Mumbai via Singapore airlines 9th June and 16th June. I needed pet space for the tickets and I was not allotted the space, hence I had to cancel these tickets. I canceled the tickets on May 26th and was told that I will receive the refunds in 6 weeks. The six weeks have passed and there is no sign of the refunds. I have been regularly emailing the feedback team at SIA but apart from inane messages that the refunds are being processed(which to me is just a formality)there are no signs that the airline is going to refund this money.

I will appreciate your help and suggestions to recover my refunds from the airlines.

Thanks

Padma

6 Jun 2022 - Manila to Singapore SQ 915

15 Jun 2022 - Singapore to Manila SQ 916

Singapore Airlines -

Being a traveller flying Singapore Airlines for 20 years and no flying during the 2.5 years pandemic... i never expect this time of my travel with Singapore Airlines, i noticed the Singapre Airlines quality standards have slackened so much.

My flights were:

6 Jun SQ915 Manila o Singapore

7Jun SQ916 Singapore to Manila

Airliine Crews:

They were busy among themself with laughter n jokes but forgotten they are on duty during my both flights.

Flight Meals:

What a horrible flight meals served. Both meals reminded me of our army field foods back in the 1980s time.

Desired outcome:

Please bring back the true Singapore Airlines excellence in service and meals quality. Overall this flight experience i will give 2/10.

i have aboard the flight SQ 895 on 31/5/2022 to Singapore and then transit the flight SQ052 to manchester airport and arrived on 1/6/2022. however, i cannot find my luggage ref. no of [protected]. I have contacted the manchester airport lost & found department but nothing can be found. your staff contacted me on 3/6/2022 which was 2 days after I landed. up to now, i still cannot collect back my luggage. I have to postpone my business plan and buy all personal care items which have wasted my time and money.

i would like to know when I can get back my luggage. My important documents and products for business are all inside the bag. i want to know what you will do to prevent such ridiculous stuff won't happen again.

My name is Andrew Kwok and would like to share the terrible experience encountered by my daughter in law Ms. Ei Tin Zar Aye; a Myanmar national traveling to Yangon with her two little children age four and two on SQ762 on June 5, 2022. I was there together with my son Samuel Kwok (her husband) witnessing the bad attitude of a lady supervisor during the entire checking in process.

We arrived at the airport at 6.35 am for the flight departing at 7.55 am and joined the long queue at row 3. Due to our fault in overlooking the need to purchase travel insurance required for entry into Myanmar for my grandchildren who are Singapore citizens, they were prevented from checking in until proof of purchase of the required travel insurance. We managed to get it done online and it was already 7.05 am and was advised to join the long check in line after we encountered problems with self check in.

Around 7.10 am, a staff announced that travellers to Yangon to move forward for check in. We were instructed to join a counter (non of us took notice of the counter number...near 11). This was where we our "nightmare" started.

The young lady manning the counter was nice and courteous but there was a nasty lady supervisor beside her. When we loaded the first piece of luggage which weighed 35kg, this supervisor said it was overweight by 5kg and insisted that we remove 5kg from the luggage despite our appeal. We were ignorant of such restriction and also because we did not have spare luggage space to transfer 5kg stuff out. She did explain the reason which we accepted but it wasn't in a nice and friendly manner. She then instructed us to get a box and we were confused on what she meant and where to get a box. My son quickly went and came back with a "box" which is a open-top tray. She made "inaudible" remarks with a displeased look and went to grab a box from somewhere. She should have helped us at the beginning instead of ordering us to get a box as though we should have known.

When she was away momentarily to get the box, we decided to weigh another luggage which was 33kg. The young staff at the counter indicated that she would allow it to pass through. Immediately when she came back with a small box, it was a frantic struggle to quickly open up the luggage to remove 5kg of stuff on the spot. This supervisor reprimanded us for doing it in front of the counter floor blocking the counter from serving other passengers. She should have directed us to a spot instead of reprimanding us. We were oblivious to our surrounding as we were rushing against time to get all the luggage checked in.

After the 5kg weight transfer was done, and the luggage was tagged, we then loaded the next 33kg luggage and expecting to clear immediately as indicated by the young lady but again this supervisor shouted that it 33kg and cannot be checked in. My son pleaded with her that it was already almost 7.25 am and his wife might miss the flight. She retorted that she was more anxious than him but finally allowed the luggage to be checked maybe after realizing that there wasn't sufficient time. She should have exercise a little more flexibility and her retort was unacceptable.

Meanwhile, she wanted to know the weight limit allowed in the air tickets. My son advised that it was 30kg per passenger and total would be 9 kg. She ignored my son and wasted more time checking on the screen despite my son offering to show her the e-tickets already opened in his mobile phone. The impression to me at least was she was distrusting my son and it was so rude to ignore him.

By the time when all the luggage were checked in and boarding passes were issued, it was almost 7.30 am. This supervisor rudely told my daughter in law to sure that she made her way to boarding gate quickly with two little kids in tow and not to do any shopping.

It was terrible and stressful experience for all of us and my son and I missed the opportunity for hugs and kisses for a proper farewell. I am retired now and I used to make regular business trips on SQ till 2015 and had never encountered staff with such terrible attitude.

Re: Booking no. 6XAU5S. Ticket number. 618 [protected] Melbourne to Singapore and Singapore to London Uk. 26th March 2022.

I booked and paid for 2 x extra leg room seats from Singapore to London Flight no. SQ308. In rows 41. However when we checked in at Singapore we were advised our seats had been changed to rows 71j & 71k. We asked at the time if they were extra leg room seats and was told yes. However when we boarded the plane and went to our seats we found that they weren’t the extra leg room seats, they were the row behind! We made a complaint to to airline crew but as there were no other seats available we were told to contact you via email and request a refund of the money paid for the extra leg room seats. It was not acceptable that Singapore airlines changed our seats from the paid extra leg room seats to normal economy seats.

We now request a refund of the money paid $264.40 Singapore dollars to our credit card asap as we paid for seats we were not given!

I have sent a request for a refund via your web page and also rang your office 3 times to follow this up, but I have been told they will follow this up but I still have not heard anything or received my refund. Today I rang Singapore airlines and was told that my ticket was booked through a travel agent so you could not help me. This is NOT the case I booked by ticket online with Singapore airlines and I booked the extra leg room seats directly on the phone with Singapore airlines and I have email confirmation of both transactions.

The advisor I spoke to today kept laughing at me when I told him I did not book my ticket through a travel agent, he kept saying that I did and would not listen to me. That is disgraceful service to laugh at a customer who is wanting help! I asked to speak to a manager or supervisor and he just hung up on me! This is disgraceful service by Singapore airlines staff.

I can’t believe that Singapore airlines are not dealing with this issue and have taken my money and not provided me with the service I have paid for.

I attach proof of payment for the extra leg room seats x2 and also the new tickets given to us in Singapore which were not extra leg room seats.

This matter has now been on going for far too long and I need it resolved asap.

Please deal with this refund request as a priority asap otherwise I will take this matter further.

Catherine Lee

Being a PPS )PPS no: [protected]) I always received excellent service for both business or economy class travel. My coming back on 22 May 2022 on SQ 216 is probably the most disappointing experience with SQ in my 30 years of flying with SQ. No greetings from chief steward neither a courtesy call from the chief on duty. The service is completely opposite when i flow on SQ 215 from Spore to Perth. After 2 years of C19, my 1st flight on SQ 216 was very dispapponted. The duty personnel were busy among themself with laughter n jokes but forgotten they are on duty.

We booked through a travel agency in Oct2019, to fly with Singapore Airlines. The travel agency when into liquidation in Feb 20, I contacted Singapore Airlines to check if our flights had been issued and was still all good to go, this was fine. Come July 20 Flights were cancelled from Singapore due to Coronavirus, I have been trying ever since to get my money back - several emails, phone calls (over 20 hours) and a few weeks ago tell me they refunded the money last year (April 21) to a 'random' intermediary company I have never heard of. I try to contact this company and they do not speak with the public - only travel agents and airlines.

I receive an email today from Singapore to say they have refunded my money again?! but when I call them to say to where they cannot answer me and have to investigate it?! This is appalling! It is my money and over 2 years of waiting!

i have been waiting for nearly a month for a rebooking..

i have received automated response 28 days ago ...

i can no longer manage my booking on your website..

i wish to rebook on 20 may on same flight from cebu to brisbane ..

your response is disappointing so far ...

booking ref 624754

chris

Despite booking a flight using points and after having a ticket issued , Ticket no [protected], with 'status confirmed' marked on it, i am unable to get Singapore Airlines to confirm my flight.

I am unable to book accommodation, hire cars, leave from work, and am not certain if i attend the airport on that day that i will have a seat on the plan.

Despite multiple messages, emails and phone calls, nobody calls back or advises me.

When i wait several hours to speak to someone i no clearer with continual reference to redemption flight and escalating it.

I am not even able to re book on another flight or make other arrangements because i don't know what is happening with the flights.

Why is no one able to inform me?

Tony Metcalf

+[protected].

Singapore Airlines I have been calling weekly to SQ hotline since start of April to request to book extra leg room seats for 2 person. The agent Yvonne mentioned that I do not need to worry as she had secured the seats under our bookings and we were left to make the payment 2 weeks back. Not to forget the price of seats increase with time and I was still willing to absorb the increase of price even though SQ had dragged resolving my case. I waited for a call back to make payment but it didn't happen. On 2 May, I checked the system and realize the seats that were secured for me were booked by other passengers. I called in to SQ hotline and agent Ben mentioned its booked by others. I seek for an explanation and requested to escalate my case to seek compensation. He mentioned no compensation can be done even though they admit the agent had fouled up my booking of extra leg room seats. He said he will put up a request to escalate my case and i can return a call 3-4 days later if no one returned a call to me. I called today 7 May to ask on my case resolution and again the relevant dept did not want to answer my call to give me an explanation and told Andy to inform me that no compensation can me made. With such an established company, I'm puzzled with how they deal with customers. I've also wrote in to SQ but no reply from them yet. I'll be flying in a month time and things have yet been resolved since my first call made 1 month ago. Please advise.

I lodged a ticket cancellation and refund request on 15/02/22 through the correct channel - online form.

The ticket has been cancelled, however, I have still not received the refund.

When I call Singapore Airlines I am told to wait patiently. It has been 11.5 weeks since I lodged the request.

I call each week, but nothing changes.

My husband and I, purchased on March 4, 2022 a roundtrip ticket from EWR Newark NJ USA to NAIA Manila Philippines for our trip from May 14 , 2022 to June 4, 2022. OUR BOOKING REFERENCE IS 5FB75L and we purchased 2 extended legroom seateach on flight SQ021 (EWR-Changi) with seat number 31A & 31C, flight SQ918(Changi-NAIA) with seat number 55B & 55C, and flight SQ022 (Changi-EWR) with seat number 31A & 31C. I requested for wheelchair assistance online. Someone from Singapore Airline called me and granted my request for wheelchair. After that request, I found out that i no longer have all my 3 paid extended legrooms seats besides my husband. It showing that i have no seat assignment which is absurd as I paid for that 3 extended legroom seat. So i again contacted Singapore airline online to find out what happened to my paid seats. After a few days, someone from Singapore airline called me. she told me that i lost my 3 extended legroom seats because i requested for a wheelchair. My extended legroom seat was meant for abled bodied person only. I told her that the first S. Airline customer representative never informed me about this that day I requested for wheelchair. i told him to give me back my seats back and she told me she cannot do it unless i canceled my wheelchair request. So i have no option and was forced to cancel my wheelchair request to get back all my 3 extended legroom that i paid for.So after that conversation, i was able to get back all my 3 paid extended legroom seats back again. Yesterday April 26, 2022, i got a call from SHAIK FARSAL after replying to his email with regards to my extended legroom seats. i told him I already got back all said 3 seats. He checked on my flight details and he told me that i have no seat assignment on my flight SQ021 EWR-Changi. So i check on my side and to my surprised, my 31C extended legroom seat was no longer under my name and that I now have no seat assigned. I ask him what happened? He told me that because i requested for a wheelchair the first time. i told him i already canceled my wheelchair request and all my paid extended legroom seat was reinstated back to me. He again insisted of the wheelchair request that i made. I told him if that's the case, how come my other 2 extended legroom seats are still under my name. He told me he cannot give me back my seat as it was already been purchased by another passenger. SO YOU WERE ABLE TO REMOVE ME FROM MY SEAT THAT I PAID FOR TWICE AND YET YOU CANNOT REMOVE THE PERSON WHO jJUST RECENTLY BOUGHT MY SEAT THAT I APID FOR ON MARCH 4, 2022? I WANT MY SEAT BACK AND IT'S NOT MY PROBLEM IF SOMEBODY BOUGHT IT ALREADY. YOU NEED TO REMOVE THAT PERSON FROM MY SEAT THAT I PAID FOR. HE INSISTED HE CANT DO THAT. SO I TOLD HIM YOU ARE DISCRIMINATING ON ME. MR SHAIK FARZAL UPON HEARING THAT YOU ARE DISCRIMINATING ON ME, SUDDENLY HANG-UP ON ME. UPON CHECKING AND SCRUTINIZING MY FLIGHT SEAT DETAILS, I FOUND OUT THAT MY 3 PAID EXTENDED LEGROOM SEATS WERE ALL WHEELCHAIR ACCESSIBLE SEATS. SO WHY REMOVED ALL THOSE 3 SEATS AFTER I REQUESTED FOR A WHEELCHAIR ASSISTANCE? AND AFTER I GOT BACK MY 3 PAID EXTENDED LEGROOM SEATS, WHY DID SINGAPORE AIRLINE REMOVE AGAIN AND THEN SOLD MY SEAT 31C TO ANOTHER PASSENGER FOR THE REASON THAT I REQUESTED A WHEELCHAIR WHEN I CANCELED IT ALREADY. THAT'S OUTRAGEOUS AND AN ACT OF DISCRIMINATION ON MY DISABILITY. SAID 3 EXTENDED LEGROOM SEATS 31C, 55C & 31C ARE ALL WHEELCHAIR ACCESSIBLE SEATS. SINGAPORE AIRLINE CLEARLY VIOLATED AIR CARRIER ACCESS ACT (ACAA).

On 31 Mar 22 around 7.10pm, my friend and I checked in at the SQ [protected]@Changi for our SQ227 flight to Hobart Tasmania. After 1 hr in the Q, we came to the counter. The female staff (can't see her name badge) told us she couldn't check-in our bags through to Hobart and we had to carry them out in Melbourne airport and check-in again with our bags at Mel airport for the 2nd leg to Hobart. I was surprised that we were not notified by SIA of this as we bought our tickets directly from SQ website and I had assumed that we merely need to change flights and the bags would automatically be transferred. Her explanation was that the Virgin airlines from Mel to Hobart is code sharing with SQ and that's why the connection is done when we bought the tickets but the bags could not be transferred automatically. If we want to have the bags to be collected in Hobart we need to go to the [protected]@Counter 6 and enquire about alternative flights to Hobart! Our anxieties was after Q-ing for 1 hour, we had to Q at another counter to check on alternate flights; would there be additional costs if we change flights, and what was the transit time in Mel (assuming we still take SQ227 to Mel) if another flight to Hobart was taken. Also with the existing tickets, would we have time to collect our bags in Mel, check out of the airport and check in again for our flight to Hobart as we were not familiar with Mel airport? Instead of leaving the Q I asked her to call the Ticketing counter to check on our concerns instead of us moving the trolley of bags. She took her mobile and moved out from her counter. After about 5 mins, she returned and even with her mask on, we could tell that she was not happy. There was no eye contact when she told us that she would tag our bags to Hobart but we would need to get our boarding pass to Hobart in Mel Airport. We were so glad that we didn't have to worry about our bags and thanked her for helping us out. However, to our great disappointment and dismay, she told us a LIE(sorry, Upp Case used here but it was a shocking experience!).

At Mel Airport, as we were exiting after the immigration counters, we were stopped by the Security Staff asking us about our bags. We told him that the SQ staff had told us that the bags would be tagged to Hobart from Singapore and we just need to get our boarding pass at Virgin. "No they will not be. Do you believe me with my 35 years' experience or the counter staff in Singapore" he said. And true enough, our bags popped out at the conveyor belt! We were so shocked that we could have landed in Hobart without our bags! How could she have fooled us like that? It's been more than 2 years since we have travelled and to experience such shocking service and outright falsehood is truly disappointing and upsetting to say the least.

I had actually given my feedback during our stay in Tasmania in response to the usual SQ feedback emailer. However, there was no reply or acknowledgement to my feedback so that's another disappointment with SIA service. As a Singaporean who had always heard our foreign visitors praise SIA's service, I'm so disillusioned and saddened by my personal experience.

A very disappointed Singaporean passenger

Alice Ong

[protected]@gmail.com

I have never ever been frustrated with any airline the way I am with SIA as it has now become a third-class airline and not the first-class airline that I was happy to travel with.

I am a Krisflyer Gold member in Dubai and the offices are closed for the weekend. In any case, even if I contact the office in Dubai I am told they do not accept commercial bookings and I have to call the contact center in Singapore.

This is where the nightmare starts. Even in spite of choosing the redemption booking option, I get some staff who finally answers after a long hold and says they are from commercial bookings and cannot deal with me and that someone else will call me back. This has happened on each and every call of mine and it is evident there is no one there from redemptions.

That call NEVER comes and even if they do call after several days by that time the seats have disappeared.

The chatbox is utterly useless as no one ever comes online even after waiting for hours.

Please try to learn and take a lesson from other airlines in the world who are much more busier than SIA and do not fail in their performance.