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1.3 568 Reviews

Singapore Airlines Complaints Summary

46 Resolved
522 Unresolved
Our verdict: If considering services from Singapore Airlines with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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9:45 am EDT
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Singapore Airlines about ground staff misbehave and charging money at dhaka airport sq447 (dac-sin-mel)

31 March 2018

The Customer Service Manager
Singapore Airlines
SINGAPORE
Email: [protected]@ singaporeair.com.sg

Dear Sir/Madam

REF: Dhaka to Melbourne (Australia) SQ 447 flight 26 March 2018.

I would like begin by giving tremendous compliments to the brand ‘Singapore Airlines' and its team as it has successfully allowed me to reach my travel destinations over the last 25 years. And, I love the SQ brand, I really do which is why I am going to continue to use it despite a huge misbehaviour by the Singapore airlines ground staff on my recent returning flight from Dhaka on 26 March 2018 an unfortunate incidents happen over the last 25 years travelling. This latest incident takes the bad behaviour by the Dhaka airport ground staff of SQ flight. He was on that day may be a supervisor and I have a physical witness of this incident and please trace out his name who was in duty on that day and I am going to find out from Dhaka by the National Security Inspector (NSI).

I was in the queue for collecting my boarding card from Dhaka airport and a female staff was handling my ticket and baggage and a man seated on the desk came over and took over my boarding pass and he seemed to have a very angry attacking mood and started shouting like this is his own paternal property and he was asking bribe money for four kilos over weight and at the end I said to him OK I am calling my friend to return these and get ready my Boarding card (see attached Image he put one bag weight 1/27 kilo and another tag showing 2/30 kilo - this is a deceitfull claim as I did not have another luggage of 2/30 kilos. My question is why he at last issued my boarding card and started verbally abusing me that:
• I do not care any body including Minister or whatever in Bangladesh
• I am going to cancel your flight
• At the end he came to the boarding gate (to departure Hall) and instructing NOT to take my boarding card at the gate
• I had a hand baggage within the weight limit with some books and sweets on my hand and which I took to consumes at the Singapore airport because my transit time was very long.
• At the end he said put a note in the system for ground staff to view at Singapore airport. But thankfully not to my surprise I haven't found any officials like him working here in Singapore airport to use such ugly words and I cannot tell these until face-to-face meeting this man.
• I am a retired Professor and managing an International Cambridge University British International School and never found like this attitude from anybody.
• My question is why he jumped to me from his seat and started this sort of bad dealings. Where is my baggage of 2/30 Kilos weight he has taken at Dhaka airport as per my Baggage Weight Tag- I have not received this at Melbourne airport in Australia?
• He was frequently telling me that his time is valuable and either to pay the monies otherwise he would cancel my boarding to the flight within three minutes. I also have a value for my time and I paid for it! But why demanding money and make my weighed bag tag of 30 kilos which I did not have on that day of my travel! I have reported in the aircraft supervisor this matter on the flight SQ447.

Look at this Manager. Just look at it: [see above image of baggage check receipt].

I imagine the same questions are racing through your brilliant ground staff mind as it were racing through mine on that fateful day. What is this? Why have I been given it? What have I done to deserve this? And, which one is the better dealings with passenger?

Well answer this Manager, what sort of customer service this Singapore Airlines staff member has served me and damaging the name of SQ Flight and in our last 30 years travelling history with SQ flights never has anything close to this has happened and I have travelled through many airports such as London- Heathrow, Jeddah- Saudi Arabia, Frankfort Germany, Bangkok, Paris, United Arab Emirates.

I have tried and explain him my health condition and how this felt. Imagine being half of my age this man behaves with a passenger like me with a strong ego and telling that he is not considering anyone his boss or even his countries Government or Minister!

It's a big one, and you know what it is? Now I know what you're thinking.
It appears to be in an evidence bag from the scene of a crime.
I was exhausted. All I wanted to do was relax but obviously I had to travel from this country as an Australian citizen and visa regulation of the departing country with that mess in front of me for half an hour.

I decided to relax with a bit of your world-famous onboard entertainment. I explained to the aircraft staff members and I am lodging this complain to the respected Manger.

A question I found myself asking repeatedly throughout the gruelling half-hour I attempted to watch the time and calling related people for give him on the sport nice rewards of his behaviour and ugly shouting talk with passenger. After that I switched off and my only option was to simply stare at the seat and wait for either food, or sleep. Neither came for an incredibly long time! What customer service is that?

Yes! It's another crime-scene stopping me to enter the waiting area with valid boarding pass into the waiting area at the airport on entering the aircraft.
Manager…. What is that ground staff? It looked like it was going to be fighting with a paternal property and asking money from the passenger in the name of extra baggage weight charge.
I didn't forget this thing. My only question is: How can SQ operate such customer service with this type of ground staff? I can't imagine what type of other staff members are around your office.

As I said at the start I love your brand, I really do. It's just a shame that such a simple matter could have simply be resolved with a cool minded staff at Dhaka airport. I have contacted the Director General (Law), Foreign Ministry of the Government of Peoples republic of Bangladesh, Dhaka, Bangladesh. I have reported the staff on Board flight SQ477 26 March 2018.

It would be much appreciated if you could investigate my unfortunate situation and find the man and arrange a face-to-face meeting for its judgements and let me know ASAP the fate of my 2/30 kilo weight baggage as per receipt.

Yours Sincerely,

Prof. Dr Abdul Baqui

Home:
137 Heatherdale Road
VERMONT, VIC 3133
Australia

Mob: +[protected]
Home: +[protected]

Copy for information to:
Email: [protected]@singaporeair.com.au
Email: [protected]@sales.com.sg

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10:53 pm EDT
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Singapore Airlines flight booking reference kgowa3

Hi
I want to lodge a complaint in my dealings with you I am extremely dissatisfied with my dealings with you. I spent hours on hours trying to change a flight at points reduced to tears and a member of your staff thought this was amusing. I have never had as bad customer service in my years of flying. This caused me huge amounts of stress and anxiety at times this effected my personal life.

Finally the issue was resolved, i booked new flights and you reimbursed money for previous ones however The refund didn't get processed and I had to call again to learn it hadn't been auctioned, when I finally think the issue is resolved I then receive email telling me my original flight was going to depart this was Christmas Day. I had to call again Christmas Day to explain the whole ordeal taking time away from my family and raising my stress levels again.

Being a nervous traveller I always ensure I fly with good airlines for maximum comfort my flight is approaching with yourselves and I am so anxious regarding the quality of service

Please accept this feedback

Kind Regards

Stephanie hughes

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7:35 pm EDT
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Singapore Airlines redeem miles

3 weeks ago I booked a return business class ticket from Perth to Kuala Lumpur return (UJYCUV) and was waitlisted. A week later got confirmed seats departing 28th March 2018 to KL. To date have not heard back about the return confirmation from KL to Perth. I resubmitted another booking this week but still have not heard anything back. I need to know whether I can get back to Perth. Whether in economy or business class on another day or time is fine with me. Would appreciate a response as I am flying out next Wednesday 28th March.

Ray NGAI

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4:47 am EDT
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Singapore Airlines unethical behavior and unheard of charges for excess baggage

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 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 unrightfully 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.

Each letter clearly denying all parts of our complaint, and blaming all other parties, as 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?

Airline contact - Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited

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

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9:31 am EDT

Singapore Airlines being charged for a typo error in my name

I am not very optimistic if this complaint will be addressed but still I want to give it a go and see if you guys are serious about customers.
Recently I made a booking for an international trip and wile booking there was a typo error of a letter submitted for booking. I was advised that SG airlines will charge me $ 100 for just changing one letter. I can appreciate the fact that company is in the business to make profit but this practise seems very unfair.Again as I mentioned before not very optimistic about the outcome of this complaint. Good thing is in this age we have heaps of airlines who follow good business practices so that gives customers like me to a choice to ditch services of deceptive airlines like Sg airlines.very definitely my last fight with you guys.thank you

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whatdoyouthink6485
, US
Mar 13, 2018 12:26 pm EDT

All airlines charge name change fees, and they don't charge by the letter. An expensive lesson for you to always type carefully and double check your information.

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11:15 pm EST

Singapore Airlines wheelchair not provide

I'm letting g u know if somebody hire wheelchair service that mean that person is needy . My in-laws traveled on 7 of March Delhi to Brisbane . They landed brisbane 7:30pm come out 9:25pm from airport .They took two hours becuse my father inlaw couldn't walk properly he is sick so that's why we book wheelchair service for them .but they couldn't get service of wheelchair when we met them on airport we found them they were shacking and couldn't talk .I'm just complaining about if u guys have shortage of wheelchair service plz do not confirmed to all passengers those request for something special service.pl improve ur service more thanks

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11:36 am EST

Singapore Airlines broken seat

I purchased an Economy Plus ticket for a 15 hour flight from Singapore to San Francisco. The cabin was full of people. My seat was broken and would not recline. I had already been traveling on two other flights for about 15 hours before boarding, so I wanted to sleep. It was impossible to sleep in the upright seat. I was miserable. The purser on the flight gave me a $150 voucher to be used within a year. I do not consider this to be adequate compensation for my discomfort on a 15 hour flight because of the seat was unable to recline.

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Update by Williams John A
Mar 06, 2018 11:39 am EST

My seat on flight SQ 032 was 31K in Premium Economy Class on March 4th, 2018 from Singapore to San Francisco

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2:48 am EST

Singapore Airlines customer service

Dear Sir/ Madam,

For last 17 years, my family and myself generally use Singapore Airlines for our overseas travel.
I live In New Zealand and booked a return flight from Mumbai to Auckland for 1/7/18, for my mother Dr freny karanjia.

However she has to complete certain visa requirements and hence has to change her return date to January 2019.
A sales consultant called adora was very very rude, when I called for the change of return flight date and quoted $ 1000 for it. My family was listening on the speaker phone and were upset. She would not transfer the call to a Manager as well.
So I called again and spoke to a Manager called kavita and explained the situation to her.
I gave my credit call details and called three times as to why my booking is still not confirmed. I am still in limbo and am very upset with the poor service.
My son also called to make a flight booking and was quoted a double price on the phone as compared to the internet pricing.
I do not think there is any supervision of the flight charges addressed by the Sales Consultants on the phone. This never happened earlier.

I want my credit card to be processed with the amount stated by kavita as soon as possible.

Thanking you,
Dr Pervin Dalal

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1:07 am EST

Singapore Airlines extra charges

Complaint relates to booking reference WBP5RK - airline reference osrlci
date 11/02/18

I Mandy Prescott is seeking compensation on compassionate grounds due to the sudden and tragic death of my daughter Natalie Gifford who lived in the UK

We had booked and paid for a flight in September booking reference wbpsrk- Airline reference osrlci, as my daughter had recently given birth to a beautiful baby girl.

On the 9/2/18 I received devastating news of my daughters sudden death which left me an emotional wreck relying on family and friends to help me organise my affairs as well as reschedule existing flights for myself and my son only to be slugged an additional $914 dollars each, not having the support of friends and family would have been an added burden to have to deal with at the time.

As we have yet to be advised of the date of Natalies release to us to then organise a funeral as her death was sudden, extensive medical autopsy and tests are still in progress, which will mean my myself and my son returning once again with Singapore airlines. I am reaching out for any financial compensation you are able to help with, I can provide on request a copy of the interim death certificate if needed.

Kindest Regards

Mandy Prescott

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4:38 am EST

Singapore Airlines I am complaining about my flight was cancelled.

A recent flight, 11 February 2018 from Brisbane to Singapore SQ246 and a connecting flight from Singapore to Ho Chi Minh city, resulted an incident. It had a problem with landing gear so they had to turn back to Brisbane. After 8 hours at the airport and on the plane, they sent me home. They took my phone number and said that they would contact me for another flight. But they did not get in touch with me, I had to contact them for the flight. The flight was on the 13 February . It was so frustrated. I understand that it was an incident and it was not a problem but the problems were no one contact me for the flight information and also I have lost my times to spend with my mom. My mom was very sick and who was in the hospital at that time. I was very stressful. That was very important time for me to stay around her.
I am a regular customer and I have been flown with your Airlines in the last ten years. But I was so disappointed since last flight.
I would like some reimbursement.
THI PHUC CAO
Phone no: [protected]
Address : 41 Polaris street, inala 4077 Queensland, Australia.
Email: [protected]@gmail.com

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1:21 am EST
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Singapore Airlines overbooked flight compensation

ON 18FEB2018, I was supposed to fly to Singapore from Bangkok via SQ975.
At the check-in counter, I'm told that the flight was overbooked and SIA is looking to "bump" off 23 passengers to a late flight on SQ983.

I decided to give up my seat on SQ975 for SQ983. As part of the compensation, I was given a miscellaneous charge order (MCO) upon boarding SQ983. It can be used to offset the airfares on your next SQ flight.

The problem with this MCO is that u have to make a trip down to the Singapore Airlines to make use of this MCO.

It is a very inefficient way of compensation in this era of digitization and it is too cumbersome to make a trip down to their office, get a queue number abeit more time wastage while waiting for your Q# to be called just to get a discount/air-fare refund.

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11:24 pm EST

Singapore Airlines replacement of faulty baggage

Hi,

I was shocked when I found the rubber around the roller of the replaced luggage disintegrated . This new luggage was unused till today. Details of the incident as follows:

On 14 Sep 17, I booked a flight to Beijing via SQ802. I returned on flight SQ807 on 19 Sep 17 . When claiming my luggage, I realised the handle of my luggage was jammed and there was a bad dent on its corner. I filed a complaint at the SQ Baggage counter . A month later, the delivery of a new luggage arrived. I did not check as it was plastered up. Having no plan to travel in the coming months, I kept the luggage in the store room. On 20 Feb ( Tuesday), I took out the luggage and discovered the rubber around the rollers disintegrate into pieces.
I am baffled that SIA would offered a faulty or "expired" luggage as compensation to customer. As I am going for a cruise this Saturday, please attend to my case urgently. Thank you... Mr Francis Yeo ([protected])

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2:41 am EST

Singapore Airlines incorrect baggage check in which caused extra payment during transit!!

Dear Sirs,

On February 11, 2018 we took flight from Singapore-Dehli-Almaty. Flight SQ 402 to Singapore to Delhi. Passengers: Ms Aknura Abdikadirova and Irina Kuznetsova. As we travelled together, we checked in at the same time. We both had our individual baggage. However, at the counter the officer assigned all piecies of baggage to one name - Irina Kuznetsova. My baggage was not checked in in a separate reciept.
When we arrived to Delhi, transit zone, thay told us that the system could not issue boarding passes next to Almaty because of excess luggage on the name of Kuznetsova. We explained that baggage was incorrectly put in Singapore on one name instead of two different. However, the system could not go through and they made us pay 122 US dollars for 17 kg excess weight. As it was transit, we could not get off, take luggage and re-check it. Besides, the flight was delayed and there were no other options. So, we had to pay 122 US dollars in order to get boarding passes.
The mistake was made at the check in Singapore by your officer. She should have issued each passenger his own receipt. We did not expect that Singapore Airlines would make such mistake.
Now, we would like to get money charged back. Please remit 122 US Dollars to us.
We can provide all the documents! Please investigate the matter and refund the charge.
I hope you fix this problem quick!

Aknura Abdikadirova
aknura.[protected]@gmail.com
+[protected]

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9:47 pm EST
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Singapore Airlines poor in flight service

We have travelled on singapore airlines for many years in the past and have enjoyed the in flight service.

However, we have noticed the service has drastically deteriorated. To give you a specific instance, my wife and I flew from singapore to adelaide on february 5, 2018. The flight took off from singapore approx. 9.40 pm. Immediately after take off, water and orange juice was served and the lights were switched off. No drinks/snacks or dinner served.

It was a seven hour flight. The only meal served was a breakfast just before landing. The breakfast service was very slow. There was only one steward with a trolley and the service was extremely slow and unsatisfactory.

Singapore airlines fares are higher than those of many other airlines flying the same sector.in the past we flew singapore air despite higher fares because of service and amenities but we will not give preference to singapore air any more over other airlines. We have told many of our friends about our bad experience with singapore airlines.

Very dissatisfied customers austin & marjorie

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6:13 am EST
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Singapore Airlines lack of info/delay

My husband and myself were flying from Jakarta today with SQ961 @17:00. We arrived in Jakarta airport at 13:30 willing to try to take the previous flight at 14:10.
The ground crew told me I had to pay a fee for the change.
At 16h I arrived at the departure gate where I found a paper explaining that my flight had 4h50 delay...! No one was around to explain any thing. With my curiosity I found that the previous flight SQ959 didn't leave yet and hopefully with no luggage I may take this flight! I only receive the text message after my action. Now I am in the plane for now close to 50mn waiting for a place of parking...so I raise the question: the Singapore Air Show is known for months are you taking your clients as hostages? Would it be possible to prevent such delay and avoid to capture us ! It is even difficult to go to the toilets the cabin crew is asking us to sit and wait ! Unbelievable for such company ! Never again Singapore Airlines...!

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12:47 pm EST

Singapore Airlines check-in problems because of failure to recognise my wife's visa bkg ref: 26umqy

My wife had problems trying to check-in her flight from Heathrow to Melbourne via Singapore for our flight on 29th November. Your system could not link her Visa with her booking reference, saying she didn't have a visa - She did and it was correct as the SIA girl at Heathrow confirmed. She sorted it out so that she could check-in.
We had wasted quite a lot of time trying to resolve this, speaking to your people by phone, they were unable to sort it out.
When she tried to check-in ahead of our return flight from Melbourne (21/1/2018), the system also failed for the same reason. "needs a Visa" - that of course is ridiculous. Calls and emails failed to resolve it and again it had to be sorted at Melbourne airport.

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6:46 pm EST

Singapore Airlines singapore airline customer service in abu dhabi uae

To whom it may concern,
I would like to complain your one of staff in the local Singapore Airlines office in Abu Dhabi of bad behaviour. it was happened last January 17, 2018 in the morning, i made a call on how to avail a tax exemption for overseas Filipino workers that are travelling to Singapore, your local office staff made an arrogant voice and he suddenly dropped the phone while still talking.

i felt helpless on that day because one of my family member was passed away and that incident was added a burden in my self.
the name of that staff is Anish Matthew of what he said when i called him back.

I hope for you kind action in this matter and you can reach me on [protected]@yahoo.com

Sincerely
Joel Navarro

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6:33 am EST

Singapore Airlines total lack of concern or care for customer

We booked a flight in August 16th 2017 for departure March 2018. we booked because the flight times and seating arrangement were perfect. we booked 2 sets together upstairs. A week ago we were informed the plane carrying us was being changed on the outward and return journey ..no problem these things happen.. but then we were told our seats were also changing . when we checked on seat guru we found we had been pushed completely to the rear of the plane in seat rows of 3. I emailed to see if they could locate us in better seats as i have really bad back issues and need to move around quite a bit to find comfort..and the reason i booked 2 seats at the beginning. The plane isnt completely full on and i can clearly see what is available. They offered emergency door seats and stated they were £75 each but i had to be available to help in the event of an emergency if i booked them. ! After emailing further they have absolutely no interest in helping.. The plane used for the return has not been changed but they still took our seats and have relocated us in areas where we do not want to be. After years of support using Singapore Airlines ..We will no longer be customers after this. They offer one thing, take your money and what you end up with is just tough !

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9:19 pm EST
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Singapore Airlines complaint on flight sq983 10jan18 bkksin

Dear officer-in-charge,

I would like an explanation on how come my I did a web check-in for my mum of total 4 paxs on 08/01/2018 1 day before the flight back from BKKSIN in the end their seats are given up & the counter staffs give her the excuse that they change flight. I thought once you do a web check-in the flight seats allocated are secure & no changes from airline.

My mum & her friends are not sitting together in the end.

Kindly check & revert.

Thank you.

Yours sincerely,

Angela Ng

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4:36 am EST
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Singapore Airlines appalling service and handling of disabled passengers

I have been a Singapore Airlines frequent flyer [SQ KFLY: [protected]] for more than 40 years and have always preferred SIA [and especially Business Class SIA] wherever possible. Almost always, the flights, the service, the food, the crew and the ground staff have been first-rate.

However, my wife, Hilary [a paraplegic and wheelchair user unable to walk] and I recently visited Penang on SIA [booking reference 482L5O] and had a repeated and extremely disappointing and distressing experience, especially, but not solely, with the quite incompetent ability of the airline ground staff to enable my wife to get into and out of her aircraft seat into and out of Singapore and Penang. This is despite our making it very clear before we travelled that we needed appropriate assistance.

This level of incompetence [a result we strongly believe is as a result of little or very poor SIA training and unsuitable equipment to deal with disabled airline travellers] also resulted in my sustaining a back injury even before our holiday [covering Christmas, our wedding anniversary and New Year] at the E & O in Penang had actually begun. My back injury is now being treated by my doctor in Perth and will take some time to fully recover. Furthermore, as we discovered on our return to Perth, the Penang and Singapore ‘seat transfers' resulted in a potentially serious injury to my wife's lower back causing the skin to be broken and a potential infection to occur. She is also currently being treated for this in Perth.

The first section of our Business Class flight [SQ224 Perth-Singapore on Sat 23rd December 2017], however, was fine. All of the ground staff in Perth were excellent. They were well mannered and appeared to be well trained and aware of all relevant wheelchair-user-flyer issues.

The connection to Penang [on SilkAir - SQ5350] was fairly tight [but was subsequently delayed], but the staff member meeting us was excellent and very helpful. The first problem, however, that we had was when my wife was being assisted by the ground staff into her SilkAir aircraft seat. One of the ground staff called out that Hilary was slipping from his grasp and I instinctively moved forward quickly to help her and in the process very badly strained my back. Hilary's back was also slightly grazed by the seat during this process. Several aircrew and passengers were witness to this overall incident.

Having alerted the aircrew to the condition of my back before landing in Penang, they very methodically ensured that Hilary's seat transfer was quite satisfactory. However, having paid more than A$7000 for our flights and with the prospect of another 2 weeks at the E & O for an addition of more than A$4000, my back and general demeanour in a long-planned celebration holiday were very seriously impaired. I thought [incorrectly at the time] that back rub and taking it easy for 2 weeks might help the back slowly come good, but I was mistaken. I thus sought treatment for it with my Perth doctor yesterday [9th January 2018]. It will take some time to fully recover.

The first part of our return journey [Penang-Singapore SQ5349 on SilkAir on Sat 6th Jan 2018] was especially problematical in terms of Hilary's transfer into the aircraft seat. The ground staff member in charge of the aircraft wheelchair was no less than hysterically incompetent. He had no idea whatever of the use of the aircraft wheelchair, its braking system or anything else but insisted in a repeatedly very shrill voice what needed to be done. My wife did her best to calm him down and to instruct him on what was required. Even then, it took some minutes before normality was reached and we exited the aircraft. A young female ground staff member (Shreener?) was especially helpful here.

The final leg of our SIA journey [Singapore-Perth SQ 215] was no less eventful regarding Hilary's access to her seat. Yet again, another arrogant, ignorant male who clearly had little or no training was determined to demonstrate his incompetence in a loud voice all the way to the aircraft door. He was then joined in an all-male shouting chorus by the aircraft steward who equally had no idea of what to do [As an aside, if passengers behave like this on aircraft they can be evicted, but not staff?]. Hilary and I managed to calm down both of these men and instructed them on what needed to be done by way of transfer from wheelchair to airline chair and then on to the aircraft seat. However, during both of these transfers, once again my wife's lower back was scratched [she has no feeling in her lower back and thus would have felt no sensation]. As noted above, this [now multiple] injury is currently being treated by our Perth doctors.

On arrival in Perth, however, all was calm, competent and caring. The ground staff were extremely good and professional and there was no problem exiting the aircraft.

The lessons from these very unfortunate incidents are quite clear:

1. All SIA and SilkAir [ground and air] crew need to be properly trained in handling disabled passengers. We can help in this regard if you wish.
2. All ground and air crew need to be trained to keep their tempers in a crisis situation that they have created due to their lack of competence. During my 40 years+ as an SIA Frequent Flyer I have never been shouted at so much my ground and aircrew as during this current trip.
3. Since the overall enjoyment of our holiday was severely jeopardised by Singapore Airlines, Hilary and I believe that we require appropriate compensation for both our injuries and for the way we were treated by the crews during our trip. We are considering taking legal advice on this matter but would much prefer to come to some appropriate, mutually-negotiable settlement. We are happy to discuss what this might entail. I can suggest an ‘ideal' if pressed.
4. If we are unable to achieve 3 above, then my long-term confidence in SIA will have been utterly destroyed, my sense of customer loyalty will have evaporated and we will have no choice but to seek legal advice.

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Singapore Airlines In-depth Review

Overall Rating: Singapore Airlines is an exceptional airline that consistently delivers a top-notch travel experience. With its outstanding customer service, luxurious cabin comfort, and impressive in-flight entertainment, it is no wonder that Singapore Airlines has earned its reputation as one of the best airlines in the world.

Customer Service: The customer service provided by Singapore Airlines is truly exceptional. The airline's staff is friendly, professional, and always willing to go the extra mile to ensure a pleasant journey for passengers. From the moment you step on board until you reach your destination, you can expect to be treated with the utmost care and attention.

Flight Experience: Flying with Singapore Airlines is a truly memorable experience. The airline's fleet of modern aircraft is well-maintained and offers a smooth and comfortable ride. The spacious cabins, comfortable seats, and ample legroom ensure that passengers can relax and enjoy their journey to the fullest.

On-time Performance: Singapore Airlines has a strong track record of on-time performance. The airline understands the importance of punctuality and strives to ensure that flights depart and arrive on schedule. Passengers can trust that their travel plans will not be disrupted due to delays or cancellations.

Fleet and Aircraft: Singapore Airlines boasts a modern and diverse fleet of aircraft. From the iconic Airbus A380 to the fuel-efficient Boeing 787 Dreamliner, the airline's fleet is equipped with state-of-the-art technology and offers a comfortable and safe travel experience.

In-flight Entertainment: Singapore Airlines offers a wide range of in-flight entertainment options to keep passengers entertained throughout their journey. From the latest blockbuster movies to a variety of TV shows, music, and games, there is something for everyone. The high-quality screens and noise-canceling headphones enhance the overall entertainment experience.

Food and Beverage: The food and beverage offerings on Singapore Airlines are simply outstanding. Passengers can expect a delectable selection of meals inspired by international cuisines, prepared by renowned chefs. The airline also offers a wide range of beverages, including fine wines and spirits, to complement the dining experience.

Cabin Comfort: Singapore Airlines takes cabin comfort to a whole new level. The airline's cabins are designed with passenger comfort in mind, featuring spacious seating, adjustable headrests, and ample storage space. The luxurious bedding and amenity kits provided in premium classes ensure a restful and rejuvenating journey.

Baggage Handling: Singapore Airlines takes great care in handling passengers' baggage. The airline has efficient baggage handling processes in place, ensuring that luggage is handled with care and delivered promptly upon arrival. Passengers can trust that their belongings will be well taken care of throughout their journey.

Loyalty Program: Singapore Airlines' loyalty program, KrisFlyer, offers a range of benefits and rewards to frequent flyers. Members can earn miles for their flights and redeem them for a variety of rewards, including flight upgrades, hotel stays, and shopping vouchers. The program also offers exclusive privileges, such as priority check-in and lounge access.

Booking Process: The booking process with Singapore Airlines is seamless and user-friendly. The airline's website, www.singaporeair.com, provides a convenient platform for passengers to book their flights, manage their bookings, and access important travel information. The website is easy to navigate and offers a secure and hassle-free booking experience.

Pricing and Value for Money: While Singapore Airlines may not always be the cheapest option, the value for money it offers is unparalleled. The airline's exceptional service, comfortable cabins, and impressive amenities make it worth every penny. Passengers can trust that they are getting the best possible travel experience when flying with Singapore Airlines.

Safety and Security: Singapore Airlines prioritizes the safety and security of its passengers above all else. The airline adheres to strict safety protocols and regulations, ensuring that every flight is operated with the highest level of safety standards. Passengers can feel confident and secure when flying with Singapore Airlines.

Environmental Responsibility: Singapore Airlines is committed to environmental responsibility and sustainability. The airline continuously seeks ways to reduce its carbon footprint and minimize its impact on the environment. From investing in fuel-efficient aircraft to implementing recycling programs, Singapore Airlines is dedicated to preserving the planet for future generations.

Destinations and Routes: Singapore Airlines offers an extensive network of destinations and routes, connecting passengers to major cities around the world. Whether you are traveling for business or leisure, you can count on Singapore Airlines to take you to your desired destination with convenience and ease.

Partnerships and Alliances: Singapore Airlines has established strategic partnerships and alliances with other leading airlines, allowing passengers to enjoy seamless travel experiences and access to a wider range of destinations. These partnerships also enable passengers to earn and redeem miles across multiple airlines, maximizing the benefits of their loyalty program membership.

Corporate Social Responsibility: Singapore Airlines takes its corporate social responsibility seriously. The airline actively engages in various community and charitable initiatives, supporting education, healthcare, and environmental conservation efforts. Passengers can feel proud to support an airline that is committed to making a positive impact on society.

Accessibility and Special Assistance: Singapore Airlines is dedicated to providing a comfortable and accessible travel experience for all passengers. The airline offers a range of special assistance services, including wheelchair assistance, priority boarding, and assistance for passengers with disabilities or medical conditions. Passengers can rest assured that their specific needs will be catered to with care and professionalism.

Business Class Experience: The business class experience on Singapore Airlines is truly exceptional. From the moment you step on board, you are greeted with warm hospitality and impeccable service. The spacious and comfortable seats, gourmet dining options, and exclusive amenities create a luxurious and productive environment for business travelers.

Economy Class Experience: Even in economy class, Singapore Airlines provides a comfortable and enjoyable travel experience. The seats are ergonomically designed for maximum comfort, and the attentive cabin crew ensures that passengers' needs are met throughout the flight. Passengers can also enjoy a variety of meals and entertainment options during their journey.

First Class Experience: The first class experience on Singapore Airlines is the epitome of luxury. Passengers are treated to a private and exclusive cabin, complete with a spacious seat that converts into a fully flat bed. The personalized service, gourmet dining options, and luxurious amenities create an unforgettable travel experience.

Frequent Flyer Benefits: Singapore Airlines' frequent flyer program, KrisFlyer, offers a range of benefits and rewards to its members. From earning miles for flights to enjoying exclusive privileges, such as priority check-in and lounge access, frequent flyers can make the most of their travel experiences with Singapore Airlines.

Customer Reviews and Testimonials: Customers rave about their experiences with Singapore Airlines. From the exceptional service to the comfortable cabins and delicious food, passengers consistently praise the airline for its commitment to excellence. The positive reviews and testimonials are a testament to Singapore Airlines' dedication to providing a world-class travel experience.

Awards and Recognitions: Singapore Airlines has received numerous awards and recognitions for its outstanding service and commitment to excellence. From being named the "World's Best Airline" to receiving accolades for its cabin crew and in-flight entertainment, Singapore Airlines continues to be recognized as one of the best airlines in the world.

Contact Information: For more information or assistance, you can contact Singapore Airlines through the following channels:
Website: www.singaporeair.com
Customer Service: +1-800-742-3333
Email: customerservice@singaporeair.com

Frequently Asked Questions (FAQs): For answers to commonly asked questions, you can visit Singapore Airlines' website and access their comprehensive FAQ section. The FAQs cover a wide range of topics, including booking, baggage, check-in, and more, providing passengers with the information they need to have a smooth and hassle-free travel experience.

Terms and Conditions: Singapore Airlines' terms and conditions can be found on their website. It is important for passengers to familiarize themselves with these terms and conditions, as they outline important information regarding ticketing, baggage allowances, flight changes, and other policies.

Privacy Policy: Singapore Airlines takes the privacy and security of its passengers' personal information seriously. The airline's privacy policy can be found on their website, outlining how they collect, use, and protect passengers' personal data. Passengers can trust that their information will be handled with the utmost care and confidentiality.

Social Media Presence: Singapore Airlines has a strong presence on various social media platforms, including Facebook, Twitter, Instagram, and YouTube. Passengers can follow the airline's social media accounts to stay updated on the latest news, promotions, and travel tips.

Conclusion and Recommendation: In conclusion, Singapore Airlines is an airline that consistently delivers an exceptional travel experience. From its outstanding customer service to its luxurious cabin comfort and impressive amenities, the airline goes above and beyond to ensure passenger satisfaction. Whether you are traveling for business or leisure, Singapore Airlines is a top choice that guarantees a memorable and enjoyable journey.

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Phone numbers

1800 742 3333 131 011 More phone numbers

Website

www.singaporeair.com

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