Flight EK7714, EK 405, EK 39. Flight date: 30th Nov 2018. Serial no: [protected] and [protected]
I am emailing you because having passed through Singapore Changi Airport many times previously, my husband and
I were devastated by the most recent ordeal we have just faced at your airport and hope to receive fair compensation.
At the end of our holiday, we were returning from Kuala Lumpur to Birmingham via Singapore. What went wrong is as follows:
1. For the second leg of our return journey we were passing from Kuala Lumpur to Dubai via Singapore and we had to go through the embarrassment of trying to board the flight, finding 2 other passengers sitting in our seats before then being told by your airport ground staff to leave the plane in front of the rest of the passengers with no explanation as to why. What made this worse, was that we had a 3‐hour transit at Singapore Changi Airport and your airport ground staff knew our flight bookings had been suspended a while before we had tried to board. This is because when we asked the ground staff about our check‐in luggage and if it had been loaded onto the flight we tried to board, we were informed our luggage was still at Changi Airport and had not been loaded onto the plane as our flight bookings had been suspended. Therefore, it seems that despite knowing during this 3‐hour window, it was either not communicated between your airport ground staff, or no‐one had the courtesy to inform us beforehand and instead let us go through the embarrassing ordeal of being removed from the plane. Not only this, but considering we were not on the flight list, there were multiple points where we could and should have been stopped by your airport staff before boarding the plane and so somehow your staff failed to stop this security breach leading us to this embarrassing ordeal.
2. The lack of empathy shown by your airport ground staff when we were first, escorted and left in an uncomfortable waiting area with no food/drink from 22:30‐04:30 waiting for an explanation as to why our booking was suspended and how we would be able to complete the rest of our journey. Second, only after asking if there were any beverages we could have after being made to wait for so long, we were handed a sub‐standard Burger King voucher (7.15 SGD per person) for dinner.
3. When trying to get new tickets so we could complete the rest of our journey back to the UK, the lack of empathy and interest shown by your airport staff. First, we were left waiting for 2 hours with no communication from the check‐in counter staff on potential tickets, second, when we tried asking if we could contact the reservations team (who we never eventually got through to) the check‐in counter staff pointed us to the airport customer service desk, who did not even try to help and pointed us to the payphone for us to use to call them ourselves whilst your staff continued sitting around chatting to others. trust this has given you a clear reflection of the events that we went through whilst at Changi Airport and that it goes without saying our experience was the complete opposite of what your airport's message is "Changi Airport's suite of facilities and services are all designed to make passengers' transit smooth, seamless and enjoyable". I hope to hear from you soon.
Mr Soong Loy Yap and Ms Yon Moi Yue (Mrs Yap)
77 Hay Lane, Solihull. B90 4TZ. England
I was travelling on 13th march at gate d42 1430 and this cisco security officer was very rude. She was waiting inside the gate, as i enter the gate she stopped me and ask for boarding pass from me, i gave to her but she didn't take it instead ask me go out from the gate in a harsh voice. She said i need to give her boarding pass to check before i enter gate. I didnt say anything but just complied. After checking she ask me where i'm from, i've told her 'Malaysia', and then she makes a very sarcastic remark 'Malaysia dont check boarding pass? '. What a disgrace for Singapore for having such a staff! First she didnt do her job properly by waiting inside gate chatting with other security officer, instead of waiting outside gate to check -boarding pass rather then when passenger enter the gate and she have to shouted them to go out again.
This is not the first time i'm traveling from Singapore airport but recently their attitude was getting worst. I would like to lodge a complain.
My 74 year old mother and her carer were stopped in tranist on a Qantas Airlines planes. for a aircraft refule and clean. The officals confiscated two bottles of very expensive whisky as Sydney Duty Free had not sealed the bags. However they refused to allow them to repack or even drink it. They were not even permited to touch it. They then treated my an elderly woman and carer as criminals, and both were searched and their lives made a misery. The officlas would not give them thier name, works number or receipt to say they had taken the goods. Wholly unacceptable and very very rude.
I have travelled to USA via chennai-singapore-tokyo-US. The transit time is less and there is no issues when going to USA. But while returning USA-TOkyo-Singapore-chennai, i have a bad experience in Singapore Airport. I have reached singapore airport by 10 or 12 pm and i have to stay inside singapore airport to catch next flight by morning 8am. As it is a transit and i have no visa to go out, i stayed in airport. I slept in sofa and group of 5 police men during their regular rounds come and surrounded me. They ask for my passport and i gave. I photo looks little bit difference from what am i, my face got changed after my marriage. But i have told about my identity in my face like scar and mole to compare. They treated me rudely and ask me shut my mouth. I even told that i have my photos in ipod to show. They not even listen. I took me to the immigration room to take photo and that computer is not allow them to login, they didn't take a snap. If i speak, they said shut my mouth again but very harshly. Then a lady who is also a police ask me whether i'm coming from USA and my destination is chennai and ask i'm on transit in singapore. She ask all my boarding pass and i showed it, i told that i have to collect my boarding pass by morning 7am at airlines counter to catch my 8am flight. Then they spoke something in Malay and allow me to leave. Then i go and sleep at the same sofa at the same place.
This is very my very bad experience in my life. Where people not ready to listen and treated me harshly. I have no such incidence in USA or Tokyo. They also checking my identity and they are also strict in what they suppose to do. But they always smile and give a comfort.
In singapore they validate my passport and USA visa several times when i try to get my boarding pass.
I came to know the same happened to some of my friend also.