The complaint has been investigated and
resolved to the customer's satisfactionResolved Silkair (Singapore Airlines) — never received our refund
resolved to the customer's satisfaction
This was a letter of complaint written to Silkair.
Hi, I wish to highlight that Silkair procedures to manage refunds to your customer simply does not work.
I bought a return Silkair ticket to travel from Singapore to Manado on the 6 Nov 2009 on MI 274 and back from Manado to Singapore on 9 Nov 2010 on MI 273. (Ticket number [protected]). The price of the ticket was $316 including taxes and I paid for it using my UOB credit card.
On the day of departure on 6 Nov, I was informed by the Silkair counter at Changi Airport that I needed to show the same exact UOB credit card I used to pay for the ticket. Given that I would change my wallet everytime I travel, I did not bring that credit card. I was asked by the Silkair staff to buy another ticket on the spot to fly from Singapore to Manada on the same flight I have already paid for simply because I did not bring my credit card even I have the proper travel documentation that obviously matches the ticket details.
I paid for the ticket, paid another $316 using a Citi credit card for the very same flight (ticket number 618 [protected], booking reference L6VXQL). I was informed by the Silkair staff that I would be receiving my refund into my UOB credit card within 8-10 weeks just like any other purchases done with the credit card and refunded later.
Eight weeks later, I decided to call up Silkair in Jan 2010 since I did not receive any refund into my UOB credit card. I was told that it was not yet 11 weeks so we would have to wait till 11 weeks until we would get the refund. Another 3 weeks later in Feb 2010 (on the 11th week after the day of flight), I called up Silkair again, they told me they are still processing the refund. I followed up with another 5 calls, and spoke to various Silkair call centre staff, namely Piers, Valentine, Steven, Dawson and Pamela, over the next few weeks. Again and again, they promised to give us a call back the next day to let us know if it has been resolved and we never got a call back even though we had to repeat the same story everytime we called Silkair. No records of our conversations or notes for the call centre was maintained, and I have a reason to believe that Silkair has no interest in helping the customer in getting the refund at all.
We have trusted Silkair and paid for an additional ticket on the spot for the same exact flight we paid for earlier when we were told we would get a refund 8-10 weeks later. Now we have tried numerous times to contact Silkair but was never able to get a satisfactory answer or as to when we are able to get a refund.
It has been more than 3 months (or 14 weeks) since I have paid for the ticket and promised a refund. Does it take an airline associated with Singapore airlines more than 3 months take to refund a $316 ticket which they have asked a customer to pay for on the spot because they did not bring the credit card they used to pay for the ticket, even though they had the proper travel documentation? I am utterly disappointed by the service or rather NO SERVICE provided by Silkair because:
i) they never refunded us the ticket price of $316 after more than 3 months of promising the refund
ii) Silkair had no interest in helping the customer to get the refund given there was no record kept in our numerous conversations with their staff and their staff never did call us back once even thought they promised to return the call
iii) There is no official way to provide a feedback directly to a manager who could make a decision via the phone number [protected].
From this experience I have gone through which I would share with my friends and family, it is very difficult to imagine us ever flying with Silkair again. I hope to hear from Silkair soon, if ever and not have to call back 6223 8888 again.