Singapore Airlines
Reviews and Complaints

My husband son and I were booked to travel in June 2019 to UK with Singapore Airline from Perth Australia to Manchester his Singapore. Unfortunately my husband had to have urgent triple heart bypass surgery in May and so we sent Singapore Airlines a letter from his surgeon and Singapore Airline approved us for a refund straight away due to the medical emergency. Since that time we have been engaged in a continuing chain of emails and phone calls to both Singapore Airlines and eDreams (the agent) to try to get our over $5000 refund or to rebook new flights for June 2020. This has been so stressful and the worry of loosing all that money which Singapore Airlines is still holding is keeping me awake at nights. I am so worried qe may never get this money back. Please Singapore Airlines will you just treat us like valued customers and assist us to bring this issue to a resolution, we just want to book flights for next year and take our severely disabled son on the holiday we promised him to visit family in the UK. We are retirees and cannot afford to just write off $5000. It's a small fortune to us. Please please help. It just takes one person in customer service to make this their sole responsibility to bring this complaint to a satisfactory conclusion. Please don't make this go on indefinitely. Kind regards Hughes family, Perth Australia

I booked this flight from UK to attend an important conference of Peadistric Anaesthesia in Brisbane on 16th of October.
I booked this flight for me and my husband to attend the conference at 8.30am. The flight was scheduled to leave at 7am from Melbourne and was cancelled without informing us. We came to the airport at 6am to catch the flight and we were asked take 10am flight even there was an another flight at 9am to Brisbane. We missed the best part of the conference as we reached at 12 pm. We paid $1800 to this conference from UK. This is very unsatisfactory and we need to be paid compensation as we could not be in the conference at 8.30am. There was no courtesy to inform us by email or text that flight was cancelled. I really appreciate if I get an reply as soon as possible.
Dr T M Peiris
Consultant Ananesthetist
Luton and Dunstable University Hospitals
UK.
My Mobil [protected]
Email [protected]@yahoo.com

Fm booking of tix to boarding plane was all mispresented. I paid SQ price for my Biz trip but I got budget treatment. I chosen SQ to Air China cos I rather paid high price for SQ.SQ5136 was mispresented, I was at departure on 17/10 & showed MI936 not SQ5136.plane was small, hv smell. Lunch only porridge as no other choice. Youtiao was oily &hard, porridge not hot. They are served us hospital food .When my fren asked for biscuit as she didn't take the food, crew say no biscuit. This is bad.Why I paid SQ price and get worst than budget treatment. Ask for tea, came w/o creamer n sugar. Asked n came later, then w/o teaspoon. Ask again, crew didn't bring to me. I drank the tea w/o creamer n sugar fast as tea was not hot.The crew was not happy when ask 2nd time for creamer n sugar.this is the 1st time I gotten very bad experience for SQ. Pics SQ but worst than budget treatment. I'm complaining for mispresentation when booking tix. Refund my fare for return SQ5135return on 20/10.air China is better if I compared this kind of treatment with SQ.i paid SQ price but worst than budget treatment, the hospital food, crew service n plane. The worst plane I ever took.

13th Oct'19

Customer Service Manager
Singapore Airline,
New Delhi.

Dear Sir,

Sub: Compensation for unpleasant Travel from Singapore to Delhi Flight SQ 403 on 13th Oct'19.

I traveled on flight no. SQ 402 from Singapore to Delhi, seat number 53 A, I was given very discomfort travel experiences due person seated next to me with twin kids. Starting journey from Singapore itself I put a request / complaint to aircraft crew members including Ms. Rachel & her team to either change my seat or do some arrangement to have my comfort seating.

During my compete travel I did not seat comfortably on my seat & travel without having a dinner due to so much of disturbance from person seated to me on 53B, 53 C.

Due to long & discomfort travel I fallen in seek & would be needing time to recover. I missed to attend important event with my family on Sunday due to bad health.

I experienced physical as well as mental strain due to this travel experiences.

I am lodging my protest both for unprofessional treatment and my claim for financial reimbursement of my Air Tickets cost from Singapore to Delhi.

The copy of the boarding passes is enclosed. Your earliest response and action on above will be appreciated.

Thanking you.

Yours truly,

Baban Kumar

I recently flew from San Francisco via Singapore to Coimbatore on 9th October 2019,

On arriving in the Coimbatore, my stroller was broken and non-functional.

I believe that ever since it had been in cargo on your plane, it is completely broken and believe it was damaged by the airlines handing and damaging my stroller.

Please could you advise of my options for this complaint and forward this email to the correct avenue if this is the not most appropriate complaints line.

I look forward to hearing from you ASAP.

Kind regards,
Jeevitha

I requested our ticket for Manila going Heathrow and back on May1 2019 to be rebooked for April 25-May8, 2020. However, when I called your ofc, resa said dates chosen do not appear yet on your system so I was asked to call back end of May 2019. When i called the 2nd time, still said dates are not yet appearing. And so It slipped my mind and only this OCT i remembered calling. Resa said our tickets are FORFEITED.
This is just so unfair because I was making the booking and it was your system that failed to open the dates i requested. I hope you can review my case and give consideration. I have very high regard for this airline but now, I am completely frustrated at how you treat your customers. I paid 78k for these tickets.

On 19 June 2019 I arrived in Singapore by SQ37 from Los Angeles to realise my Rimowa Salsa Air 32 inch luggage was indented n broken near the wheel.

I filed for a claim and was told the luggage cannot be repaired and the compensation is $500 and I cannot take my luggage back after the audit. Since the day I filed for a claim, I had been seeking high and low to get this same Salsa Air model luggage. However I was told this model Salsa Air is already discontinued. Moreover my luggage is the biggest size of the Salsa Air and I can never buy back the same luggage. I really like this luggage a lot as it is light and big.

Finally on 30 Aug 19 I made a difficulty decision to accept the compensation. On 3 Sept I called SAT to ask for direction to collect $500 cash in T2 from SATS lost and found department. At the same time I told the staff over the phone how I wish I could get my luggage back after the audit and she told me to write an appeal email to saa_feedback which I did immediately. She even gave me the marketing company's contact no to ask about my luggage.

On 6 Sept I sent another email to remind to look into the matter. However on 8 Sep I received a call from the same staff that gave me the email address to appeal. She told me that my luggage was being disposed. I wrote another email to express my disappointment and sadness that my favourite luggage had been disposed even when I was still waiting for a reply from SIA and that I have not even claimed the $500 cash.

In my 8 Sep email I asked if I were to claim from insurance company, I wonder if they would also compensate me and throw away my luggage? But no reply from anyone. I decided to call the marketing company on 25 Sept and was told by a lady staff that from the system my luggage was not audited yet. I was pleasantly surprise and that gave me hope that I could appeal to get my luggage back.

I decided than to make a trip to T2 SATS lost and found department on 30 Sept. I thought I could get my $500 first and in the meantime they could check the whereabout of my luggage. But was told I need to sign the indemnity form before I can get the compensation. I decided I would not receive the money since I was told the luggage was not audited yet. As I was about to leave, the staff informed me that my luggage was disposed by the marketing company and asked if I wanted to collect the cash. As my husband was waiting for me outside the terminal hall and he was rushing for another appointment, I decided to go back first. The moment I reached office, I called the marketing company, this time a gentleman told me it could be in the storeroom and he told me that he would give me a call back after checking. However, the staff from SATS called me instead to inform me that the marketing staff may have made a mistake. On that same afternoon, I received an email from SATS to inform me to complete the Release and Indemnity Form before SIA can process the payment and that it would take 3 to 4 weeks for payment to be process upon receipt of the completed form and the damaged bag will be retained by SQ.

I replied the email and requested a thorough investigation and explanation. I decided that I want my luggage back since the marketing company told me that my luggage could still be in the storeroom. On 1 Oct SATS staff in her email mentioned that she has referred to SIA on my request and would revert to me upon their advice.

On 8 Oct, I received a call from SATS manager. She told me that my luggage was disposed. I was very upset and I emailed to ask the staff how could the marketing company threw my luggage immediately I called on 30 Aug and would want her to explain why the marketing co mentioned that my bag was not audited yet and that it could still be in the storeroom. Moreover, she was the one who gave me the telephone no and suggested that I appeal. I mentioned to her I will not sign any indemnity form and would like her to credit the compensation to my account. Again I was asked to sign the indemnity and release form before SIA can process the payment.

My questions are :

1) Is there any right to dispose my luggage before I sign the indemnity and release form? Moreover I have not even received the compensation.

2) How is it the luggage can be disposed so fast before I receive the $500?

3) Why must it be 3 to 4 weeks to process payment when my luggage can be thrown away in a matter of 3 days?

4) Why did the marketing company mentioned in two occasions by two different staff that the luggage is not audited and that it could still be in the storeroom whereas the SATS staff kept saying it has been disposed?

4) Why the lack of response and reply despite numerous calls and emails to SIA?

I was truly disappointed with Singapore Airlines handling this incident.

Dear Sir/ mdm,

I recently took a long haul flight from HK Sin Ldn and Ldn sin HK. The flight from HK to Sin was pleasant but the flight from UK to Sin, Sin to HK on 29 Sep was not very pleasant.

From UK to Sin, I sat at seat 61K, SQ319
1)The folding cup tray was stuff with trash from the previous passenger and whoever that was supposed to clean the seat did not clear the trash!. The seat next to me also had the same problem. It was not very hygienic.

2)To make things worse, I went to the bathroom before take-off and when I lifted the toilet seat to use it, I noticed a lot of toilet paper stuff into the toilet bowl. It was obvious the previous person did not flush! I thought there would be someone to make sure that the toilets are properly cleaned before the next batch of passengers board the plane. That was disappointing and disgusting. I immediately told a male flight attendant who went in to take a look but I have already poured water into the toilet bowl and flushed it out.

3)Thirdly, it was a long flight, and the crew taking care of my section were very noisy, especially the female flight attendant, ever so excited, laughing and chatting away. I really hope SQ could remind the flight attendants that with long haul flights, they need to be careful to keep their voice level down because we were all trying to catch sleep and adjust the time in Europe and Asia. She was very inconsiderate.

Flight from Sin to Hk, SQ002.
I sat at 51A. The flight attendant seemed to be very new. When i told her that I wanted the indian food from the menu, she gave me the "rolling eye look" as if I was asking for a business class meal and said no indian food. I told her it;s ok and I'll take chicken but wondered as I saw it on the menu. After a while, she came back and said yes, they do have indian selection on the menu? How was it that the attendant did not know what food was on the menu when she was supposed to ask passengers what they want for their meal?

As a whole, this was my most unpleasant flight as I felt that the attendants were very inconsiderate and unprofessional. Though I sat at the economy seat, I do deserve some rest.

Rgds,
Jeslyn

On 23/09/2019, Total we had 4 persons boarded SQ851 back from Guangzhou to Singapore departing time on 1.25pm. We carried a hand luggage which is about 5 kg and we need the air stewardess to help us to carry the hand luggage up to the cabin.

The stewardess made a remark that since it is heavy, we should offload the items, then she get the help from the steward. He took over our hand luggage and help us to put the luggage into the cabin. We are angry that he also made a remarks that since you feel that your luggage is heavy, we also feel heavy too.

We feel that since SQ allowed us to hand carry max 7 kg up in the plane and the cabin is up so high. The flight attendance should be willing and helpful enough to help us instead of marking this kind of remarks.

From Verlyn Chee
Email address : [protected]@yahoo.com.sg

This is not our first time taking SQ, we feel that their service was bad. This is the bad experience which we had encountered.

Submitted a lost items report on the 18th of September regarding items left onboard my flight in the seat pocket - reference: SQFP180919021291 - no response from the airline at all regarding my missing items, despite two follow up emails (has now been 11 days with no reply). I leave Turkey in 5 days and would like to know if my items have been found before I leave.

Flight SQ 26 from Singapore to Frankfurt departing on 27th September 2019.
Connecting flight ( planned) to Munich SG 2016.
During flight we asked several times the crew for our connecting flight. Always we got the answer it will be announced before landing. Several flights were announced but not ours.
Ground personnel did not have any further Information.
Instead we became a SMS from Lufthansa we were rebooked to a flight at 3:15 pm.
You can imagine we are not happy at all by this service (now to wait additional 7 hours) before getting home. Plus the additional efforts for rescheduling other appointments and services which were and are depending on the scheduled flights. Plus having additional cost for late breakfast and lunch.
At least we would expect an official statement plus a small compensation.
Please note the picture of the boarding passes is for me only but booking is for 3 persons.
I'm happy to provide copies of invoices for late breakfast and lunch at a later time. Would be great if you would provide a link or email adress.
My email adress is [protected]@outlook.de

I flew back from Incheon Airport via SQ611 on 22 Sept, 11.20am flight, with my 1 year old baby and husband.
Krisflyer number (husband's): [protected]

My husband booked for a post-weaning meal for our baby, but what arrived was absolutely shocking. The main dish of mashed potato and sole was hot and everything is fine. However, the tuna salad's egg slices were frozen solid with ice crystals.
I dont think it is something you should be heating up prior to serving as it is a salad, but surely the egg slices should not be frozen solid?

It is also a safety hazard for young ones as it clearly shows mishandling of food. I shudder to think about salmonella and potential contamination that could have been there.

Subsequently, we took a look at the tangerine slices in the same bowl and were equally shocked to find out that the inside is still frozen, much like a sorbet.

I request for a satisfactory response as to how this happened. SQ has always been a trusted brand among my fellow mummy friends and this incident came as a rude shock. I dont find this baby-friendly at all.

The air crew, to their credit, was fantastic and offered to warm the salad up in the oven to thaw the egg. But we were not planning on taking any chances and hence gave up on it.

Singapore Airlines ground staff is so disappointed . I flied on SQ 237 from Singapore to Melbourne on 24 September 2019 00:25 am. I have separated seat with my wife and 3 years old daughter so I ask them to check for me if we can seat together. I have told them previously to make us seat together when booked through travel agent.
The ground staff is so rude just said full flight and you can buy the seat.
Im so disappointed with your service. This is the way you serve your customer.
Luckily the stewardess is so kind and explain nicely to us.

My wife and I left Manchester on 10/09/2019 on flight SQ1819 Airlinr reference JNR9XI.
Our delayed departure meant we missed our connection in Düsseldorf and had to stay overnight and be bussed to Frankfurt for our flight to Singapore finally arriving in Brisbane on 12/09/2019.

We were told in Düsseldorf that our luggage could not be found and would be delivered to our address in Brisbane. We were given a propert irregularity report ref. DUSEW54802.

The luggage had not arrived by 18/09/2019 so I contacted Singapore Airlines by Charline and Wes told tha it would be investigated and would telephone to advise me. No call was received.

On 19/09/19 I was referred to Menzies baggage handlers in Brisbane who told me the luggage would be delivered as soon as possible. On 23/09/19 I was referred to DNATO baggage handlers who investigated and called back to say they had located the luggage in Brisbane. I then had to travel to Brisbane airport to collect the luggage which was 11days overdue.

As you can imagine I had to purchase clothing and other essentials to bide me over until my luggage arrived.

I am sure you will agree this is o most unsatisfactory service and I look forward to receiving your explanation.

Hi I'm Terry Saward & I and my partner Sabina Nef want to make a complaint about our flight on Saturday 21 Sep 125am mainly concerning our seating.
We had 2 seats in the middle within group of 4 so we had a person either side of us, the person on the isle seat of my side was very sick with a terrible flu coughing and sneezing all the time and blowing her nose with dirty tissues every where.
We couldn't get out of our seats to go to the toilet or stretch out legs, I've had a hip operation so this is very important for me, we had to get flight attendants to get us face masks for the entire flight of 12hrs 50mins, the lady on my partners side was a sleep and we could get her to move at one stage I had to tell the flight attendants that I was going to have to go to the toilet in front of my seat so they managed to get the sick lady up after cleaning up her mess of tissues, this woman was so sick we were amazed that she was allowed to board, now we are in Switzerland both left with this woman's terrible flu which is ruining our holiday we return from Switzerland on 14 Oct SQ 0345 from Zurich 11.45am so we are hoping that you can assure we won't be put in a similar situation.
Regards Terry Saward & Sabina Nef.
[protected]@xtra.co.nz

On the 16/08/2019 my sister booked a flight for me and my daughter to travel from MEL to WLG on the 24/09/19 via BYOJET ref MRTXI4. Upon booking our flights she made an error with my daughter first name because she was using pre-saved details for her mobile number on her laptop.
In doing this it changed my daughter name Eve-Diamond to her name Emione as they both have the same last name.
I immediately contacted BYOJET and Singapore Airlines, Singapore Airlines directed me to BYOJET, in which I did. BYOJET requested my daughter passport which I provided then they advised I needed a statutory declaration from my sister in which I also provided. This whole process took a whole month only to be told 3 days prior to travel that Singapore Airlines will not authorise the correction because the names different

Hi all
A week ago I was one of your biggest supporters, however what happened over night makes me wonder if I will fly Singapore Airlines again. unfortunately my flight in October is booked already and not paying a fee to cancel.

However I want to share this and really would like to understand your customer service, especially as my background is 24 years in 5 star hotels which are all about service too.

My husband was supposed to fly on Friday (today her in Australia) from Amsterdam to Singapore on premium economy. He paid around 4500 dollar for his flight and booked directly with you. We both are krisflyer members, silver status as we fly every year to Europe.

Unfortunately he had to postpone his flight due to circumstances out of his control, the flight from the Faroe Islands got cancelled and nothing is flying out from there. So as soon as he heard he was on the phone to see what options there are.

He booked a fare that is changeable etc. the first person he spoke too told him that he can fly out on Saturday 21 sept now (in stead of Friday) but only if he pays 8000 dollar extra for business class as premium economy is full. There are seats on economy but he cannot have them it's not possible he was told. And he could only get on the flight on Monday as Sunday full as well, to arrive in Sydney on Tuesday night. Which would means he would miss two days at work which is not an option.

He tried again a bit later and got through to someone that was more helpful and changed his ticket to get on the plane on Saturday to at least make it to Sydney by Sunday night which is great, however my biggest disappointment is why does he need to pay a 500 fee for getting a downgrade? I have never heard that before in my whole life. On top of that we all know that you would be offering someone else his premium economy seats on Friday which has now become available for a supplement pay. Please explain why it says that when you book a fare that says changeable complimentary means paying 500 dollar for a downgrade. I am confused about that.

Really looking forward to hearing from you, as i want to understand what loyalty and customer service means at Singapore Airlines.

Thank you
Marjolein Aben

Hello,
I (Sabiha Sultana) along with my 4 children(Noor Fatima Lais, Hiba Fatima Lais, Omar Lais, Hadi Lais) travelled on Singapore Airlines from Bangalore to SFO via Singapore on Sep 9, 2019.Our seats and meals were also arranged online 2 months in advance. Meals booked were Kosher, Muslim meals and vegetarian.
However the meals provided for the entire trip, right from Bangalore to SFO were not Kosher or Muslim Meal.

What I am really upset about is that at a certain point the crew gave my son an international meal that incuded chiken sausage with egg omlette, and by the time I addressed my other 3 children and attended to this child he had already started eating this meal.This has violated our belief system.

I am extremely upset at the entire incident and am raising a omplaint.
I want the higher officials to look into it and get back to me.

Thanks,
S

Singapore Airlines / unethical behavior and unheard of charges for excess baggage
United Kingdom, Singapore
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Contact information:

Singapore
Re flights Singapore Airlines flight SQ 321 and SQ 5271

My husband and I were passengers on the flight from LHR to Singapore on Sat 13th January 2018 on transit from Israel via uk on to Cairns Australia.

Due to traffic, we arrived an hour and 15 minutes before the flight, to an almost empty check in counter, upon check in, the airport staff member said that we have overweight and that we would have to pay charges.

As we were on transit, several international long distance flights, we understood that our weight allowance is 30 kilos per case, 2 bags per person. We had between us 3 bags total weight 80 kilos.

It seems like this was a misunderstanding on our part.

We asked for the supervisor of Singapore Airlines and a lady called Manisha Gurung- approached us saying she was the Senior Officer for Singapore Airlines.

From the very first minute instead of helping us, she said she cannot do anything and that we have to pay the enormous sum of 63 GBP per kilo and there is nothing that she can go towards us. We took out things from our bags and put into our handbags and a rucksack and we were left with only 4 kilos over weight per person above the 30 kilo allowance per person that we had.

Ms. Manisha refused to let it pass nor did she acknowledge our efforts to try and concise our weight issue, she said that you still need to pay for these 8 kilos over 500 GBP.

We begged for some good will, travelling to the other side of the world for almost a month, and 4 kilos per person on long haul flights is really not a big issue. She said say thank you that I let you go with one more piece of hand luggage.

When we boarded the plane, most of the people flying this long distance, each had 2 pieces of hand luggage, so she had not made any concessions.

She threatened us that if we don't pay immediately she will instruct to close the flight and leave us out. And refused to even let us pay for partial amount for the over weight, insisting on the full amount.

We asked again for supervisor, as it didn't seem logical to us that for 4 kilos each we should pay such an enormous amount and spoil our holiday, but Gurung refused to call supervisor and she ordered "Pay now immediately or you are off the flight."

We felt like we are in a horror film, we had no choice and went to the counter to pay, and there the staff at the cashier desk told us that she did not have any rights to bully us in this way.

8 Kilos between two passengers flying over 24 hours, is not something that cannot be worked out with a little good will, especially in worlds renowned Singapore Airlines who are considered the best airline in the world.

There is no need to mention our sheer frustration along the flights, to Australia.

We don't know if she was just a mean person or it was an act of antisemitism against us, as we are obviously Orthodox Jewish and she acted with evil look on her face and satisfaction that shed humiliated us.

We are asking you for you intervene and return the money that was un rightfully and aggressively taken from us, and to find a way to make it up to us for the suffering and hurt we encountered and felt through this most unpleasant experience.

We are gold members of other airlines and we specially flew with Singapore Airlines as weve been told that it's a fantastic way to start our holiday.

We sent this letter to Singapore Airlines-Customer services and received back a string of correspondences bearing no likeness to the true picture of what took place in the airport that night.

Each letter clearly denying all parts of our complaint, and blaming all other parties, e.g.my travel agent, they said all flight details are on your e.ticket.

According to them weight allowance should be clearly shown on this e.ticket. However. there are no weight details on the e.ticket which was actually issued and sent to us from Singapore Airlines themselves.

We are frequent fliers all over the world and it has happened before that we were overweight, but on all occasions with all different airlines we had the grace, good will and understanding, and we have never had to pay such excessive fees.

It is also accepted to make concessions and make a partial charge, we offered to pay 100 GBP as a symbol of our mistake and respect to their policy, but their rude staff member enjoyed to humiliate us and to see us distressed.

It seems so wrong to pay so much for what could have been resolved on the spot with goodwill, but now 2 months later as we recall and think about we feel more and more that this could have been avoided and that we should not have had to even be in this annoying and upsetting position and payers of such a high expense.

How can we resolve this issue and get correct advise re what we should do?
Although quite a while has passed we cannot forget this awful expensive unfair incident.

We contacted :- Airline contact - Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited
Her reply to our issue was a bunch of made up facts..re weight and amounts

Israel & Debbie Ashkenazi
[protected]@012.net.il

reply from Singapore airlines

To Mrs Debbie Ashkenazi

___________________________

To Mrs Debbie Ashkenazi

29 January 2018

S-2018-01-0881836

Dear Mrs Ashkenazi

Thank you for your feedback submitted via our website on 21 January 2018, with reference to flight SQ321, from London Heathrow to Singapore on 13 January 2018.

We are sorry to learn of your disappointment with the excess baggage charges incurred, when checking in for this flight. On this occasion, our records indicate that the total weight of the checked baggage belonging to you and your husband amounted to 76 kg. This was in excess of your pooled checked baggage allowance of 60 kg by 16 kg. As your itinerary does not include any US destination, the weight concept allowance of 30 kg per passenger will apply in this instance. The baggage allowance for your itinerary is indicated on your Electronic Ticket.

In view of the increase in our checked baggage allowance in November 2013, we would like to share that our staff at all our stations have been advised to strictly follow the checked baggage policy. We regret that having repacked some items into your cabin baggage, the total weight of your checked baggage was in excess by 8kg, for which excess baggage charges had to be imposed, in accordance with our baggage policy. We ask for your understanding that as our staff had carried out their duties in line with our baggage policy, we are unable to offer a refund of the excess baggage charges that were correctly levied on this occasion.

We are sorry if our ground staff were impolite and appeared harsh when enforcing our checked and cabin baggage policy. We expect all our staff to be polite and professional at all times. Our Station Manager in London Heathrow has been apprised of your experience and will review with the staff concerned on how they can better manage such situations in the future.

Thank you for this opportunity to address your concerns Mrs Ashkenazi. We look forward to be of service in the near future.

Yours sincerely

Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited

16 August 2018

S-2018-01-0881836

Dear Mrs Ashkenazi

Thank you for your further feedback of 6 August 2018, to our Customer Relations Team in UK.

We note your continued disappointment with the outcome of your feedback, in relation to the excess baggage charges incurred when checking in for flight SQ321 from London Heathrow to Singapore on 13 January 2018.

As indicated in our past correspondences of 29 January 2018, 19 February 2018 and 9 March 2018, our position remains the same with regard to our investigation findings. At check-in for this flight, the final weight of your checked baggage was 68kg. As the checked baggage allowance for Economy Class passengers, for itineraries that do not include points to the US, is 30kg, the total weight of 68kg was in excess of your pooled baggage allowance of 60kg, by 8kg. As your checked baggage allowance has also been verified by our UK Customer Relations Team, the excess baggage charges were applied correctly in this instance.

As we have given the matter our full attention since 29 January 2018, there is nothing further to add to what has already been shared with you. We will not be corresponding further on this matter.

Thank you.

Yours sincerely

Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited

PLEASE NOTE THAT THE DOC OF ELECTRONIC TICKET ISSUES BY SINGAPORE AIRLINES THEMSELVES
ENCLOSED DOES NOT SHOW ANY WEIGHT ALLOWANCE

___________________________________________

I reached out to

To Heathrow aviation team

Hi Sabrina

Perhaps my letter didn't show clearly that I wrote immediately to Singapore airlines and have corresponded with them a few times,
however, to my sheer disappointment and annoyance they answered each time with a pack of lies and blames, most unsuitable for an airline of their prestige.

I am unable to progress on any level with them and after contacting the CAA, they told me that I should contact Heathrow airport where the incident took place and where the staff member was probably general ground staff who work for many airlines.

Having corresponded with the airline just emphasized their lack of good will and willingness to resolve this issue to any amount of satisfaction.
I refer to the way we were spoken to and threatened which does not pass lightly, and the return of the unreasonably overcharged fees for the excessive baggage and refusal to speak with a supervisor.

The amount charged and paid was 503 UK pounds for 8 kilos, which was an unjust unfair amount .

May I add that the cashier on duty and staff on watching told us that they were shocked to see how we were treated and how we were threatened that we would not be allowed on the flight, they claim that this is not customary behavior towards passengers travelling over 24 hours.

I am asking you to please try and sort out this issue and bring it come an amiable conclusion and understanding.

Many thanks for your assistance and good will .

Debbie
[protected]@012.net.il

My name is Pim. My sister traveled from Adelaide to Bkk yesterday. After she arrived and opened the luggage she found her luggage damage and also the stuffs inside even she mentioned while checking in at the counter that the stuffs inside are fragile. This is unacceptable cuz she carried stuffs like this time before and nothing happened. Very disappointed.