Singapore Airlines
reviews and complaints

Hi,

I booked this ticket on April 17, 2023 for Rs 53,015 which was said to be a refundable ticket.

Due to some circumstances I cancelled my ticket and I was suppose to get my full refund.

I talked to my agent, he has only given me Rs 23,245.

Agent said he can’t do anything and I need to talk to the airlines regarding this matter.

I tried contacting you guys but didn’t found a way.

I have attached the ticket. Please have a look at it.

Please help me with this as I am being helpless now and kindly update me.

Regards

Booked and paid for return flight to London [protected].

Flight to London good. Return flight check-in not allowed until 48 hrs before take-off for flight SQ317. Checked in at 1125 on 13 09 2023 my wife and I were allocated non adjacent seats. Tried to change seats no others available. This must mean everyone else had seats allocated before check-in. Considering we had booked seats over 6 months before I feel we were very badly treated by the world's best airline 2023

I am reaching out because for months and months Singapore has been giving me the run around regarding my $1,900. I have a confirmation number and they have never honored my voucher they keep telling me to call Gate 1 after months and months of me calling. I called Gate 1 tons of times and they keep referring me back to Singapore. Last week Singapore airlines said my voucher expired in June and they will not honor it. Gate 1 also told me that they reached out to Singapore airlines and they told them the same thing. Singapore told me that Gate 1 reached on. WHy not help me the first time instead of sending me back & forth wasting my time now my $1,900, This is not right after being told to go back to Gate 1 when SIngapore booked the ticket is NOT OKAY. Taking $1,900 is wrong!

This was supposedly forwarded to your company by our Travel Rep. He has not recontacted us about this, therefore I am forwarding this to you for resolution.

From: Phillip Symmans

Sent: Thursday, 22 June 2023 8:38 AM

To: Larry Sayer (AU)

Subject: Reimbursement from Singapore Airlines

Larry

No, there is no Doctors Certificate.

Once again it is like explaining to a five year old child , the UK medical system is almost the same as Australia’s. One does not simply walk in to a Doctors and see one. It takes an appointment to see one, and in the UK similarly to Aust, there is a two to three week window in which an appointment can be made.

Given the short time frame between Marian’s accident and our departure to Australia, it was inevitable a Doctors visit/appointment was not viable. Her injury was simply bruising and she was able to walk from Tml 2 to Tml 3 unassisted, therefore we should not have had been relocated.

The ultimate fact is that an employee of Singapore Airlines (without any Medical qualifications), made her own diagnosis and changed our paid for seating to the ones we had coming home. I do not therefore consider a request to be reimbursed in any way outrageous to Singapore Airlines. If they want, take the monies owed out of their incompetent Supervisors wages.

She also had the audacity to order a wheelchair to take Marian from inside the Security area to the Departure Lounge. Marian had only bruises on her left upper arm and her back. Despite this, she walked 15 minutes from the Security area to the Departure Lounge without any problem.

Any entirely over the top reaction by the medically unqualified Supervisor

Still unhappy

Phillip Symmans

8/8 SQ232 SYD to SIN, Business Class. 7.5 hours flight and 6 passengers travelled together; my name is Ji Yueh Er cell: +886-[protected]

There is a kid with parents sat 17D. The parents played with the kid making all the noise even when the lights are off in cabin. No flight attendants talked to them not affect other passengers, but one flight attendant even joined them to play hide and found with the kid making even louder noise and woke us up. I stood up with anger and said to her "are you kidding me?" then she ran away without an apology even before landing. It is incredible bad training. I complained to a flight attendant and then the cabin head came over to me. He apologized many times of course. I told him I will file a complaint report. The cabin head told me that he knew which flight attendant did. Six of us got off the flight were talking about how bad the flight was. I am still so mad. Can someone call me? I will explain more clearly.

I have two travel credits with Singapore Airlines. Both were booked via online travel companies who have since gone out of business-Fly 365 and BYOJet but both have paid the money to Singapore Airlines who have issued a booking reference and e-tickets. When I tried to use one in March this year I was advised that the credits no longer applied after 31 December 2022 and that they would expedite a refund. Now, after almost 5 months nothing has happened and when I contacted Singapore Airlines online I am repeatedly told to approach the travel agent despite telling them that the agents no longer exist and I cannot do this. The two booking references are: VQBYP4 and OD9G5L both booked in 2020 and before the borders were closed. Whilst the Australian office understands that the travel companies are no longer trading the airline's online consultants are ignoring this fact and continually telling me to go through the travel agent which is impossible. I can forward the email messages once I receive an complaint case number.

I tried logging into the free wifi whilst on board. I couldn’t so the crew tried doing it on my phone . However whilst trying to do this my medical monitor stopped working. I have a real time monitor on my body 24/7 . This was of great concern and stress for me . After paying upgrade this service put me at risk flight sq 212 on the 1/08/2023 from Sydney to Singapore

Me and my wife were boarding a flight from JFK to Singapore on 23rd June 2023 flight SQ-023, we requested the lady Manager to give us seat together in return she passed a racist comment to which we responded aggressively to her and she call the port authority police and lied that we are threatening her. The lady denied us boarding and told us to collect our 3 bags from domestic belt, we waited for 3 hours and got only 2 bags, we asked for rebooking and they booked us next day, we asked for hotel stay they denied us and we had to book a hotel at our own cost, next day also they booked us on a longer route they booked us from san francisco to Singapore and Singapore to Mumbai.

After reaching Mumbai our 2 bags were missing we received them after 18 days and 1 bag is torn and some items are also missing

We have made so many follow ups but the airlines told us they will not pay the hotel and they will not replace our bag they will.not give us our missing item.

hi

I, Chakkol Kandiyil Rajeev, booked a flight from Singapore to Kochi by SQ 536 on 21 July 23, booking Ref: 5IMZP7. Previous night I logged onto the website to ask for additional baggage which said that I need to pay Rs 5,800 for 5Kg additional. I made a payment through my Standard chartered bank credit card, After the transaction was completed, I got an e mail saying that Rs 63,977 has been paid for the additional baggage. I called the Singapore Airlines contact and I was told that it was a mistake and that it would refund then money back, but it will take 5 weeks. My baggage was increased by 5Kgs,

I am very surprised and angry that a reputed Airline like Singapore Airlines could do such a mistake. Instead of immediately refunding the money after realizing that it was a mistake, it can only promise a refund in 5 weeks! Terribly disappointing. You must understand that Rs 63,977 is a huge amount for me. Due to this error, I have to find cash, make a payment to the bank first to avoid late and interest charges and then wait for Singapore Airlines to return the money to me. This is ridiculous!

During check in I realized that I did not need the 5 Kg additional baggage as our (me and my wife) baggage was only 48 Kgs, Hence I sent my hand baggage of 7 Kgs as checked on baggage and hence I spent the money for nothing.

Regards

Rajeev

I was trying to book at SQ site and had a very very very bad experience. Already gone through with almost 10 of their agents.

Been contacting them since 21 Jul and today (25-Jul as I am writing this) still not resolved! :((((

I need to book infant with seat option as my baby is quite tall and cannot fit the bassinet, DTW to SIN.

They advised me to book my 2 adults tickets first, then go through them to book the infant with seat as this option is not available online.

When I contacted them to book, they told me that my infant can only be on a separate ticket.

Is this normal? Baby on their own and not tied to parents tix?

It seems very risky this way that my baby will be on her own, I need her to be in our e-ticket so that it is together and linked at least?

They said no way to do that.

So I asked to cancel my first booking since this is not possible to be done.

I incurred a cancellation fee for the 2 adults tickets in the end.

---

And the SQ Agent suggest for me to book Child (2-11 years) option. I asked, is it really possible to book that way? I hope the system will allow since my child is not 2 yet. She said it is fine and I can go ahead. So I did!

ERROR! The site gave a error saying the child needs to be at least 2 years to go by this option. I was right!

I went back to the SQ Agent again, another one since I can never find that agent back again!

This time, the agent helped me booked my tickets with all of us together. 2 adults + 1 infant seat! Finally! I thought it was resolved.

If they can do this, why can't they help me in the first place?

---

Next day, we found that the 2 adults booking status for DTW - JFK became reserved status, but infant was confirmed. Another 12 hours later, our booking status became a dash only. Is my baby flying alone?

---

I contacted them again. This time, the SQ agent said the flight for DTW - JFK was cancelled and I need to change the route, so she did change for me.

Now I am transiting at AMS or FRA instead. Finally! I thought it was resolved (again)!

After the booking, I logged into SQ app, and do the seat selection for fear that good seats will be taken up and we can't seat together, since I have an infant. True enough again! My flight AMS- SIN was individual seats only. How can my baby seat alone?

I contacted them again. The SQ agent said they have to escalate to another department to do this and asked me to wait for 2 to 3 days and will put URGENT for me.

Today is the 2nd day of waiting, I am feeling really hopeless.

I told them I wanted to resolve this or even change my flight to something feasible, because as days go by, the fares will change and later the increased fare, I need to pay extra? I already incurred cancellation fee in the first booking, which is so inappropriate because they advised me the wrong way and I did, then I had to pay for their mistake. And this is the 2nd time I had to pay again for the mistake? Which is going to be so costly since it is for 3 persons?

Seems like my infant is going to be seated alone!

I just felt so horrible and helpless in the whole experience :((((((((

Never had any bad experience with them before covid. How come their service became so bad? Thought they were voted BEST recently?

Other issues found :

1 The Krisbot kept getting timed out. Not because I was not replying within 3 mins. I had to keep the connection alive, because the agent did not respond in 3 mins. I kept typing a letter into the chat, putting a stopwatch for 2 mins to type it in, just to keep it going.

2 All 10 over SQ agents gave me varying replies. I copied the transcripts and saved them in case I needed to prove to SQ what I am saying. Some were not even answering what I asked and caused me to wait indefinitely!

3 The SQ agents were not knowledgeable about the products/services offered on the website. Wrong information was given and after I left the chat with them, I tried, it did not work, I had to re-chat again.

4 Many re-work, re-chats, and re-checks were done. Nothing was done right the first time.

5 Going the extra mile to help me complete my booking in my first chat would have been helpful, since my booking is so complicated, due to booking for infant with seat. No such offer until things happened badly.

6 Quality of the system - The system is also not accurate, booking online shows there is seat, but after booking shows no seats, even on SQ flight! If it is other airlines they cannot get the information is fine, but SQ flight also cannot? And some information were not captured from booking page to ticketing page, such as Krisflyer number?

CASE ID for references :

ID is S-2023-07-[protected]

ID is S-2023-07-[protected]

ID is S-2023-07-[protected]

ID is S-2023-07-[protected]

And many more as some of the chatbot kept timing out, so I could not capture them, and other occasions I called them via phone.

Below is some of the more absurd chat replies screenshots with the Customer Service agents that I captured.

#singaporeairlines

#horriblecustomerservice

I experienced an overbooked flight, which resulted in being moved to premium economy. Although I received a $600 refund, my preference was to fly back to Sydney in business class rather than receive money. The amount offered is insufficient to compensate for giving up my seat in business class. Since I had a connecting flight, I couldn't fly the next day. I checked in at the counter four hours before and even attempted early online check-in the day before. I've always had a great experience with Singapore Airlines, but this time the service was extremely disappointing. I had booked my flight well in advance and selected my seat, so this was not satisfactory at all. I'm truly disappointed.

In 2022, I booked 2 x seats for a return flight from Perth to London in August 2023.

The booking reference is 6EXVL4.

In Oct. Nov 2022, I booked extra legroom seats for three of the four sectors. I received an email confirmation of this booking. (see attachment).

In Jan 2023, I checked my online booking and noted that the extra legroom seats were not registered.

I immediately contacted Singapore Airlines via their feedback form and received an acknolwedgement of this (see attachment).

I heard nothing more despite following up several times.

In June 2023, I rang the the airline's head office and was advised:

(a) They had received my January feedback form.

(b) They had not actioned or responded to same.

(c) Because my payment did not go through, tney cancelled by extra legroom seats bookings.

I rimmediately went online and tried to book some extra legroom seats again (husband and I are both 6ft) but there were none left in my class (economy).

I requested in writing that the airline escalate this matter and provide me with extra legroom seats. They agreed to escalate.

Today, they emailed me to confirm that they would not be providing me with extra legroom seats because these were cancelled due to the payment not going through.

However, they did not advise me of this until eight months after the seat bookings were made, meaning I can no longer buy extra legroom seats.

This is entirely due to the airline's failure to liaise adequately with me.

Good day Sir/Madam

I seek your help with a suitcase damage claim that I made to Singapore Airlines after arriving in the Philippines to find 3 of the 4 wheels from my suitcase was missing as well as dents and scratches.

After submitting the following information and having made the claim for repair and replacement of the missing wheels; I was later informed this was normal wear and tear. I have taken some time to report this and have tried my best to find replacement wheels but have been unsuccessful.;

It is not right for the innocent customer to have to pay for damages and loss caused by another person/s due to mishandling and negligence.

Please help me rectify this injustice caused during my travel on Singapore Airlines.

The following is my initial email sent regarding my suitcase damage claim:

Dear Dir / Madam.

On the 24th of March, our flight SQ232 / SQ918 arrived in Manila.

After waiting almost 45 minutes for our luggage to arrive at the Conveyor belt I was shocked to see a large amount of damage was done to my suitcase. It is a Large Samsonite Firelight.

The extent of damage to the base of my suitcase is that 3 complete wheels are totally missing and there are heavy scratches around the base.

I have flown many times with SIA and never had any problems and wonder how it is possible for 3 wheels to be missing on a heavy-duty suitcase like mine.

It seems as if someone has intentionally taken the wheels. (1 wheel is missing; maybe; but not 3 I don’t believe it?)

After seeing the damage, I immediately went to the SIA help desk and reported the damage.

The woman working there Named CHA completed a PROPERTY IRREGULARITY REPORT (DPR) and she took photos of the damage with her cell phone to assist with the report.

She informed me that within 24 to 48 I would receive an email from SIA regarding my Baggage Damage Claim.

It has now been a week since this damage occurred and has rendered my suitcase totally unusable.

Can someone please urgently follow up on my case and give me feedback?

I have attached a copy of the PROPERTY IRREGULARITY REPORT (DPR).

Thanks for your attention and consideration in attending to this matter.

Best regards.

Mr. Rupert A Parr