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Changi Airport Group
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1.2 213 Reviews

Changi Airport Group Complaints Summary

9 Resolved
204 Unresolved
Our verdict: If considering services from Changi Airport Group 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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Changi Airport Group reviews & complaints 213

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7:26 am EST

Changi Airport Group negligent service, misrepresentation

Tip: Don't buy high value goods there. I shopped a snakeskin bag at MCM, but the woman told me it was calfskin.
When I tried to get a resolution, they tried to make me say it was my fault, and refused to admit their staff's error, saying that because the woman had left, there was NO WAY TO VERIFY MY CLAIMS. They ignored me when I suggested they get their security tapes out.
Now I am left with a defect good. NICE ONE CHANGI AIRPORT.

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4:17 am EST
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Changi Airport Group heartless, rude and racist.

This is to complaint about a custom officer name jennis lim at changi airport terminal 2.
My wife(thai) and 9 months old baby arrive from.bali on 25th. This jennis claims my wife has a bad record of leaving and entering singapore too often assuming that we were trying to exit within the 30 days permit given to tourist.for the past 4 years we had no problem with this issue until we met her.so we explain to her that we are on the way to get her long term visit pass. She still claims that we trying to take a short cut of exit and enter again.if so we could had done that by going to jb!
She then ask my wife to go the interview room. I ask her nicely despite being furious if she can bring the baby along as he is still under breastfeeding from the mother and she said it will only be a few minutes.it was not the case! My son started crying for the next 15-20mins and she didn't bother even after asking her nicely again if she could do something about it by letting my wife take her and she didn't! Most heartless person i met in my life! Jennis Lim from terminal 2. Makes me shy to know you are Singaporean.

Ernest koh

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8:15 pm EDT
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Changi Airport Group rude security officers

Is electronic boarding pass frowned upon in one of the world best airports? I just flew 19hr flight from US with an 8 hr layover in Changi. I used mobile check in as it had been a normal affair for me especially when dealing with MAS flights. When I presented my e boarding pass to security officer, they demanded for a receipt as proof. Who carries purchase receipts? I gave them my itinerary instead but they were clearly not amused by my "improvisation". What could have been a simple check turnt into full scale terrorist check where they ran tests on every of my belonging, manual check me to the point of groping when the machine didn't even blipped a sound. I was only let off when they were fully satisfied that I had absolutely no dirt for them to mess further. I remember one of the officer as Muhd Akmal, working in gate F40 terminal 2 on 30th June 2013, 7am. I didn't manage to get the lead officer details but all info were captured in an internal security form which I cannot have remarks or knowledge of the content.

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1:01 am EST
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Changi Airport Group rude customs staff

Wow i see that i am not alone on this!
Last May, i was at Changi Airport to head to Seoul for a holiday.
I was in a tank top and a blouse but the indian lady at the customs told me to remove my blouse.
My mum kindly explained that i was uncomfortable revealing just my tank top and so she let me pass.
The alarm went off and of course i allowed myself to be frisked by this really rude and violent younger indian woman.
She went beyond using the wand on me, she man handled me, even found my tampon in my pocket and demanded that i showed it to her.
Which i did of course, when i thought she was done, i walked off and she pulled me back and searched my back.

I flied a complain first via Singapore customs then to Changi Airport but ALL they said was oh she was just following the rules.
Yes i get it, the rules. But this was clearly personal.
I felt there wasnt a need for her to physically pull me back or to frisk me so violently!
I am a traveler with my parents for crying out loud not a criminal.

And the WORST THING is Changi Airport's reply.
Instead of disciplining their staff, they give excuses.
I was really disappointed as i thought our airport is first class.

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11:24 am EDT
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Changi Airport Group rude global blue staff

I was sent by GST refund staff to get my refund inside the terminal 1.
After I got an excellent customer service from the guy, I was very disappointed
With one particular global blue staff's attitude. I was waiting in queue and thought
She was finished doing what she was doing and went up to her and greeted her nicely.
She didn't even look up to me, and said very rudely that "I'm not ready. I'll tell when I am ready". I was shocked because this comes from an old lady. She was very rude that I just went back queueing again and went to the other lady. This Happened on 27th July 2012 at 8pm Singapore time. I regretted that I didn't get her name. But she was only working with one lady and the rude one is old.

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4:45 am EST
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Changi Airport Group rude immigration officer

I would like to share an unpleasement experience with an immigration officer in Singapore Changi Airport. I arrived from Haikou, China in the Budget Terminal at around 1.30 pm on 19 February 2012. The immigration officer named Mohamad Samad( fourth counter from right) was very slow in processing the clearence at the immgration checkpoint if compard to the other officers. He reprimanded me for causing him extra work when there is a very minor mistake in my embarkation card. He was very rude and talked in a harsh manner. My other relatives who have had same mistake with me where not treated rudely by other officers.I m very dissapointed and unhappy with the service provided by this officer. This is worst treatment i received in any immigration checkpoint thorughout the world.

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Update by andrew lim
Feb 21, 2012 3:54 am EST

Thanks redress.me...

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seyedesmaeil vazirmokhtar
, IR
Apr 10, 2013 9:53 pm EDT

hello general manager immigration changi airport singapore.i am iranian person tourirst now i am very very upset of two staff your immigration because i arrived to singapore for first time by flight ek 385 emirates of dubai 2/30 pm 31 march in singapore then your staff immigration chek my visa and my passport ask me where you want stay i said hotel after her call somebody came take me my passport and told me open hand bag i opend my bag he saw everythings in my bag i didnt had nothinghs not allowd i had ducument privat some copy passport my mother and my some friend then he ask me what is this i told him this is my privet ducument i forgot put in my home or this is have problem anyway dident answer me then take chek my finger take my photo loung time i was there untill 9/30 pm i was very very tird then somebody came take me pick up to flight emirates retern to dubai i didnt understand why no bodey answer me why this was very very bad for my personality this is very bad for people hospitality for singapore countery.now i want open case in court un of immigration singapore airport changi becuase i lose so much money and kick my herat and my nationality now i am very very sad of your hospitality.thank you for give me good answer i am very very seriuos i took lowyer for helpping my case i know you have problem my nationality.god bells. this is my emil addres . m_vazirmokhtar@hotmail.com

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redress.me
, SG
Feb 20, 2012 8:09 pm EST

I have forwarded the story to Redress.me. Hope you will get the recourse you needed. Here it is:http://redress.me/view_post.php?pid=2001

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9:52 am EST
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Changi Airport Group - rude and racist custom officers

I would like to lodge a complaint regarding the Singapore Changi Airport Custom officers at Terminal 3 called Nur Filiza, a malay lady. I am a frequent traveler, having to travel to many different airports and go through numerous custom officers. I am truly disgusted by This custom officer as i found her extremely rude and racist. We ( with my Malay...

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2:02 am EST
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Changi Airport Group rude sales staff

I regularly visit Singapore every year to shop and spend time with my family. I loved how warm the Singaporeans are and of course, I also loved the efficiency and beauty of Changi Airport.

I was on my way back to Manila with my family yesterday, 8 November 2011 when we decided to drop by Nuance-Watson store in Terminal 2 to pick up some items to bring home to the Philippines. My family decided to buy 1 Bath & Body Works White Citrus Lotion and a fragrance mist of the same brand since we figured we don’t have to go to North America to purchase these Bath & Body Works products.

We went to the shop assistant to give what we wanted to buy and she went ahead to bring the items to the cashier. As we were approaching the Cashier, we noticed that the shop assistant and the cashier were whispering and laughing and looking at us. It was rude and uncalled for. We felt that they were making fun of us.

Since we were in a hurry, we did not bother to inspect what be bought (since our boarding time is 11:20am and we purchased the lotion and the fragrance mist at 11:13:29am as indicated in our receipt). On our way out of the shop, we decided to place the items that we bought in another plastic bag and hurried to our boarding gate to undergo the final security checks.

Upon arrival in Manila, we discovered that the Bath & Body Works lotion that we bought was stamped with “tester not for resale.” I don’t remember buying a tester (as a customer, why would I buy a tester in the first place?!)! I felt I have been cheated by the staffs who were laughing at us. I don’t want to accuse or assume that she switched the lotion I gave to her with a tester before I paid for the said item. However, as part of customer service, she could have told us that it was a tester and could have brought us a new stock. Second, laughing, whispering while leering to a complete stranger will always be considered rude to any culture and to any person, hence I hope that Changi Airport officials should address to this and bring this concern to their sales staff.

I still have the receipt, and the plastic bag of the items we bought from Nuance Watson at Terminal 2. On the receipt the “Sales Man Code” is DORIS LIN (which I assume is the sales assistant?), date was 8 November 2011 and time was 11:13:29.

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Changi Airport Group rude duty free sales staff

I was traveling to bangkok on 26 august 2011, and as usual, I always buy two bottles of wine from the duty free.
After my selection, at around 1:30pm, when I was at the counter to pay, I had the worse encounter with an airport staff. This staff, by the name of yeo lee lee, employee id 3202, did not even bother to serve me when I was the only customer. She continued counting her money and chatting with another one of her colleague. Finally, another staff, standing next to lee lee, attended to me. Even while paying, she just put her hand out to ask for payment. I even asked her for a pen to complete the lucky draw, she just unwillingly 'pushed' the pen to me. I was still trying to keep my cool and returned her the pen and said "thank you", just to see her shove the pen aside and not even a glance or a smile this whole time.
Where has the customer service gone? To think that changi airport is one of the best, the customer service is left undesired. Unless she cannot speak a word of english, but this does not explain for her "pulling a long face". Next time, I will make sure to tell the staff off on this attitude which, I trust, is definitely not a value that changi airport upholds.

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Update by CSLH
Sep 11, 2011 6:57 am EDT

Hi.
Thank you for taking the time to read and respond to my post.
It will be great to communicate via email. Do give me your email address.
Thank you and best regards.

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DFSSingapore
, SG
Sep 30, 2011 10:20 am EDT

Hi CSLH - Please allow me to apologize for the delay in getting back to you. I was not able to respond to your Redress account. I think it might be best if you can send me an email at sin.apadmin@dfs.com. We can then talk more about this. Please let me know if this will work. Thank you.

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DFSSingapore
, SG
Sep 08, 2011 5:06 pm EDT

Hello CSLH - I am the GM for DFS in Singapore. I just read your post and am terribly sorry for the poor treatment you received while shopping in our store. My key priority is on developing my team to deliver positive and memorable customer experiences, and unfortunately this did not happen during your visit. I will be following up with my team and will begin working with this cashier on her service standards immediately. To help me understand more about what you experienced, would you be willing to speak to me via telephone or email so that I can get a few more details on what happened? If you are willing to do that, please send me a private message and let me know how you prefer to be contacted. Again, my sincere apologies on this matter and I hope that you will give us another chance in the future to make up for this experience. Thank you.

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11:30 am EDT
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Changi Airport Group messy queue

I am very disappointed with the so call "Excellent Service of Changi Airport". Today, I was going to take the Flight MF 852 to Xiamen to be taken off at 3:40pm. I reached the airport at 2:45pm. When I saw the information board, I found that the flight MF 852 was in status of "last call". I rushed to the counter 6 at terminal one at 2:55pm and found that there were 2 long queues before the counter with the information board "MF 852" above. I waited in the queue for around 20 minutes and suddenly board change the information from "MF 852" to another flight. When I realized that there was something wrong with the counter and asked the official, it was too late for me to check it. All the people in the queue were going to take another flight. Should the counter only serve the customer for flight MF 852, I could make the check in. Now, I not only lost the money but also the valuable time for me to meet my customer. It is really an irritating experience!

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tiffany liu
, SG
Jun 03, 2015 2:51 pm EDT
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I got bad experience with Changi Airport too. FlyScoot have employed a very rude employee by the name of NICHOLAS WEE! As with any passengers who have missed their flight, the last thing on the passengers' mind is to face a HOOLIGAN who talks rudely and only shoot his mouth off on chasing us out of the airport. He was practically waving his hand gestures at us throughout the whole episode! His tone and behavior are totally UNACCEPTABLE. When we reached F50 gate, the first thing that he did was to wave his hand at us to go out of the gate and sit outside the gate to wait for him. While we were taking a rest outside F50 gate, he suddenly came out and told us to follow him. We told him that we would like to sit a while more as we were trying to catch our breath, but he threatened us with the Airport Police if we are not going to budge. All we ask is that we take a short rest to catch our breath but this small request is rejected with a sneer. Eventually we have no choice but to follow him as he claimed that we need to do some sort of administrative offload before he can assist us to rebook our tickets.

It appeared to us that he seemed not to know his job scope very well. Took us to departure F gate immigration saying that this is to facilitate the offloading procedure. When we got there, he was told by the immigration officers that this is not the correct place to do the offload! And our poor feet and heart had to continue to be led by him on this senseless marathon. Along the way, we asked him what can be done to get us on the next flight and all he replied was that now he is the IN CHARGE and we just need to follow him and get out of the airport. He told us that "he will see what he can do after we go out of the airport."

Finally, we reach E Gate immigration. He suddenly become a meekly mouse in his tone when he was talking to the immigration officer there. We heard him asking the officer on where to walk for our offload to be done. Oh come on, the IN CHARGE who does not even know the procedure for a proper offload for the passengers? When we asked him how come he was taking us on a merry go round tour, this time he answered that usually it is the ladies who handle such matters and not him.

This is not all. The heart wrenching aspect is that it seemed that Nicholas does not seemed to practise what Changi Airport always seems to preach. On being a world class service airport! You see, Nicholas immediately walked out of the staff gate via T2 baggage area after the offloading was settled. So I really cannot fathom where is the "see what he can do after we go out of the airport". He even raised his hands up in triumph at T2 Baggage claim after finishing his offload for us, as if to hint to us that finally these trouble makers would be off his tail.

I can understand that his job is just to handle the administrative aspect of the offloading for us and he does not need to do anything to assist us. What I am trying to portray to Scoot is, shouldn't the airport staff be taught how to display empathy and also never to PROMISE anything to passenger if you have no intention to carry it out! If CAG feels that we are maligning the reputation of Changi Airport, I believe you can view the footage of the CCTVs when Nicholas was handling us. I believe that you should be able to get a good view of him "swapping the flies" in the air with his hand gestures!

Changi Airport, please do something about the maintenance of your skytrain. We were at T3 A gate to take skytrain to T2 F gate. The system keeps repeating "The skytrain is delayed due to operational reasons". We went to intercom to try and understand how long the situation is going to take, but the person on the other line could only reply that he is not sure of the problem and had already informed the Airport Police. My god! Inform the police for a skytrain break down? I really don't see the connection. Are they coming to fix the train? What is more, Nicholas and the operator both said one thing in common, that they are getting the police to come and resolve problems in airport. However, from the start to the end of the episode, I did not see a single policeman coming! CAG, I believe that you would have a log of how long the skytrain broke down if you do not believe in what I said. Your "efficient" skytrain is one of the most crucial factor that allowed us to have a taste of "Marathon in Changi from A to F gate" and also to miss a flight and experienced such "wonderful" staff service throughout the airport.

I really pray hard to God that the next encountering passenger of the same situation as us would not be a foreigner because I really cannot bear the thought of our Singapore GDP suffering a setback due to such a traumatic experience for a tourist.

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Changi Airport Group negligence on passenger service

I got bad experience through change airport customer information and services. I waited for check-in since 6pm on 27-03-2011 based on information board stated the counter no 6 for air india flight AI359 to Chennai, but the check in process was going on counter no2 which caused the delay for 1 and ½ hrs because of their false notification.
There was no proper response when I notified this problem and how I and other passenger got suffered, No wonder why changi airport lost their award last year 2010.

Regards
Selvakumar
[protected]@yahoo.com

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Changi Airport Group - extremely rude security officers

I have to transit in singapore twice a month. It's been a very very difficult time. Although the airport facilities are excellent and singapore airlines is truly one of the best in the world. The security officers at the airport are the worst I have ever encountered. First, we are allowed to carry liquid containers of no more than 100ml. But every time...

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10:47 pm EST

Changi Airport Group lost items while on the left baggage

I left 4 luggages on nov 25th morning after my flight from tokyo arrived at 1am.

Then the same day, I flew to jakarta and thought that everything is ok as usual.

The next day when I open my luggages, I found out that 15 items-perfumes individually wrapped, digital camera and cell phones were missing. Everything was inside the luggages that was stored on the very top at the left luggage.

I called the left baggage and they said that nobody touched the bags since I stored them in. That was their words, but nobody could comfirmed that.

I called the airport police, and they wanted me to report an epc-electronic police complaints which I did. And after 2 days hearing nothing from them, I called them up. The investigator who handle my case told me to not put my hopes on high regading the items. Which is not the news I want to hear after 2 days thinking somebody is going to help me here.

I called the airport lost and found and they could not find the items as well.

Last thing, just be careful. Because what you see is not what you get. When everything is ok, people in singapore are ok. But when something is wrong, they just don't care...

I always thought that singapore is a lot better that any other place in asia, but not until now. It is just the same place than in any other place in asia.

They just don't care...

So, be careful, be safe, and be grateful with what you have!

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Catteng
, SG
Oct 22, 2018 3:35 pm EDT

I was at changi airport at around 5-6pm on 3 July for dining .i saw a Indian guy was drunk, splitting on flour, speak vulgar words, throwing things on ground. And I saw him few times drunk.
I think is really totally affect the image of the world class changi airport. Hope the airport management can do take some necessary action.

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EL Khoo
, US
Sep 10, 2018 2:12 pm EDT

It seems like a norm that changi airport become so congested that flights have to taking hold position or delay from departing countries. Expanding ground terminals but not able to handle increasing number of flights. Is this a problem that we will encounter more in the future?

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samjana
, IN
Sep 01, 2018 12:39 pm EDT

A worker named logeswari krishnan of middle age working in the security section and her contact details are +[protected] is paying small young guys from India for sexual pleasure, have been illegally sexually asaulting young guys and pay them wholesome amount, such kind of deadly works are done in changi Airport, please take action immediately.

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Zi Hao
, US
Aug 20, 2018 9:22 am EDT

we inside the pass office around 10min no body was coming out we are in hurry after that your staff just wake up&come out from the back door is this how u guy working !

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firecide
, SG
Nov 26, 2009 10:56 am EST

There are so many complains about Terminal 1 at Changi Airport . You are not the only one. Accidents (on ground) happen there too due to their staff negligence and the staff just doesn't care. Even their duty manager is useless. I hope the press will investigate on the drop in service level at T1 and make it a headline news so that the relevant airport authority will take measures to buck up.

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kerawang
,
Nov 30, 2008 8:14 pm EST

Did you have a problem with your caps lock ?

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