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SQ321 / Unprofessional service

1 Singapore

I booked a flight for my daughter from London Hethrew Airport back to Singapore on the 15th August 2008 with special request that she needs airport assistance within both airports, as this was
her first time flying alone. She is 16 years old. Looking forward to come home for a short holiday, she was quite happy to hear from me that the Singapore Airlines assured me of perfect assistance for her both sides, since was below 18 years of age.

When she arrived at the check-in counter at the London Hethrew Airport, she was served by a much singapore accented young man who kept looking at her passport and her many times and asked why she needs assistance. When she told him that she was traveling alone for the first time and surely wants assistance, he told her to come back one hour later.

After passing time sitting in a cafe, she returned to the same guy just to be told that someone would assist her once she crosses the immigration. My daughter went through the passage asking people around, the way to the immigration. After the immigration check and security checks, she was looking around for the 'so-called' assistance to arrive.

She sported a group of stewardesses who were also walking towards the same direction. She went up to them to say that she needed assistance to the flight. One stewardess ( North Indian looking) said to another that she will only assist the 'EU' students. Another said that she was not told to assist anyone. They looked at one another and refused to each other as to who should take my daughter. One stewardess told my daughter ' ok just follow those people' pointing to a group who were walking much ahead of them
To my daughter's horror, the group of
stewardesses simply walked off faster.

Still not able to see any SQ-Assistance around, my daughter seeked the help of other passengers the way to the gate and finally arrived at the gate lounge all on her own. Inside the flight, one stewardess told my daughter that if asked for special assistance, the passport should be held by an assisting stewardess and lead to the flight personally. She told my daughter that the assistant should have been given right at the check-in counter itself ! She even asked my daughter why was there no such assistance given?

After much disappointing journey through the Hethrew Airport, my daughter was last to embark, as she was not familiar with the procedures. Still no assistance at the Changi Airport, she asked the police, who simply showed his finger directing her to the immigration. Prioratising safety and travel satisfaction before Cost, this is the best 'World-Class' service SQ can offer. I thought great services were words of passengers who have personally experienced it. I did not know it was Self-Proclaimed.

When my expensive Samsonite Lugguge was damaged severely by the security checks both ways from and to Singapore, I was proud to feel my girl was flying on safe hands. Now I wonder what they were searching for in my luggage which had nothing but clothings and makeup items.

Such a shame.

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