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Singapore Airlines Customer Service Contacts

1800 742 3333 (United States)
131 011 (Australia)
800 808 909 (New Zealand)
+65 62 238 888 (Singapore)
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+63 27 568 888 (Philippines)
+27 216 740 601 (South Africa)
+82 27 551 226 (South Korea)
+66 23 536 000 (Thailand)
Airline House, 25 Airline Road
Singapore
Singapore - 819829
The United States
222 N. Sepulveda Blvd. Ste 1600, El Segundo, CA 90245, USA

The United Kingdom
Chiswick Park, Building 11, 566 Chiswick High Road, London, W4 5YS

New Zealand
PO Box 4290, Auckland CBD, Auckland

Denmark
Grønnegade 3, 1st Floor, 1107 Copenhagen K, Denmark

China
Unit 4303, 43rd Floor, Beijing Yin Tai Center Tower C, № 2 Jian Guo Men Wai Avenue, Beijing 100022, China

Hong Kong
17th Floor United Centre, 95 Queensway, Admiralty, Hong Kong

India
Unit № 514 A & B, Time Tower, M.G Road, Gurgaon 122 002, Haryana, India

Japan
1021 Yurakucho Building, 1-10-1 Yurakucho Chiyoda-ku, Tokyo 100-0006 Japan

Philippines
33/F LKG Tower, 6801 Ayala Avenue, Makati City 1226

South Africa
3rd Floor, Sanclare Building, 21 Dreyer Street, Claremont, Cape Town

South Korea
16F, OCI Bldg, 94 Sogong-ro, Jung-gu, Seoul, Korea, 04532

Thailand
31st Floor, Sathorn Square Office Tower, 98 North Sathorn Road, Silom, Bangrak, Bangkok 10500, Thailand

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Singapore Airlines Complaints & Reviews

Singapore Airlinesdisappointment

It all started with a lot of travel over the years, which developed into a desire to travel on what has been touted as the "best airline in the world, Singapore Air.

So, my partner and booked two Business Class seats on a trip from LAX to Singapore, on Oct 10 and then returning from "Bangkok" on Friday Oct 25th, we were excited to be able to finally experience Singapore Air.

Then the recent troubles in Bangkok erupted, and we reviewed the US State Department site which had a strong warning about travel to Bangkok. Consequently we decided to cancel the fall trip. I then called Singapore Airlines over the weekend of October 15 to discuss the situation about canceling the reservation. We were told during that conversation with Singapore Air that the airline was "waving" the cancellation fees because of the situation in Bangkok (I did not get the name of the individual or any additional information as I view this call a strictly routine).

Now fast forward to the following week, I call Singapore Air again for formerly cancel the reservation, at which time they told me I would have to pay a $1, 000 cancellation fee, in addition to a $35.00 processing fee. I spoke top two supervisors and they confirm that this policy would be enforced "no exceptions."

I personally feel that this is an extremely unfair $1, 035.00 charge as we have no control over the situation in Bangkok, and the US State Departments warning about travel. To say the least, I feel that action like this by Singapore Air will seriously jeopardize their good name and reputation.

Any assistance you can give us in correcting this situation would be appreciated.

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    Singapore Airlinesticketing office/ call agents

    Gentlemen:

    This refer to my cancelled plane ticket to Paris, France
    On January 20, 2011, I rebooked said plane ticket to Jan 30, 2011 thru their employee Ms. XXX. Yesterday, when I verified with SIA ticketing office, I was told by another employee that it was unlawfully cancelled to my detriment and soon I found out that she was also giving me false statement.,

    The fact remains that I was the one who paid for the said plane ticket via another credit card. I am bringing this complaint due to the unconscionable disregard of my right to property. Because the ticket was in my name, it is fair and legal that it was only I who could lawfully cancel it, if ever.

    In this respect, it is hoped that this will be acted upon at the soonest possible time. Thank you.

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      Singapore Airlinesticketing

      I would like to let you know about the most terrible ticket issuing experience I have with Singapore Airlines. I certainly believe that these airline is trying to rip off their customer and keep their money illegally. I am sure they have their ways to make excuses and explanation (they name them procedures), but they have had me double pay for three tickets, and have been keeping my money for a month, and not even refunding in another month.

      Unfortunately, I have purchased three tickets from Singapore Airlines on 27th of December 2010. That was my biggest mistake!!! It took me 3 full days, at least 20 phone calls around 20-25 minutes each. Representatives that I talked to were all helpless and every for problem comes up they were saying that was the procedure and there is nothing they can do. I tried to pay with my international credit card and after two days, finally i was told that they can not accept international credit cards, my transaction did not go through and tickets were not completely approved so passengers were not be able to fly. So I was told to pay by US issued credit card. Which I had to accept because it was the last minute and these passengers had to fly that day. Supervisor at LA office told me that all three tickets will be refunded in 5 to 13 business days, and he sent me a confirmation about that. That was on 27th of December, 2010.
      I did not hear anything about these refunds from Singapore Airlines. When I got my credit card statement on 25th of January, 2011. I saw those charges were on my statement and I have to pay the credit card by 2nd of February. I immediately called Singapore Airlines to see why tickets were not refunded. They had no idea!!! I talked to Shanka a representative who tried to help me to understand what was going on. He told me he was gonna look into it and call me back before his shift was over that day. I did not receive any calls. So I called again on 26th of January. Shanka was not available. Another representative answered my call and I asked for a supervisor. He transferred me to Ravi. I had to explain all situation again, and Ravi told me tickets were refunded as of today, it will take 5 to 13 business day starting from today. I couldn't accept that because I had to pay to my bank, otherwise I will get interest and late charges so I wanted to talk to a manager. He transferred me to Kamlesh. After I explained everything to Kamlesh again!!! he told me they did not get a confirmation from Frankfurt office since today, but finally they got it and tickets were already refunded, there is nothing can be done. Refund will take 5 to 13 business days. He assured me that he will look into the reason why it took 1 month to get a confirmation from Frankfurt and call me tomorrow with and explaination. But at the same time he guaranteed that refunds have been issued and I will see it in 5 to 13 business days in my account. Today, on 27th of January, Ravi called me and told me they already talked to Frankfurt office and my refunds will take 4 to 6 WEEKS!!! I wanted to talk to Kamlesh who assured me yesterday that refunds have been already issued. This time Kamlesh has told me that this is their procedure and there is nothing can be done. Frankfurt office will refund these tickets in 4 to 6 weeks... They keep talking about the procedure which they don't even follow. They don't even accept their mistakes or disregards. They don't apologize. All their cocern is keeping my money for another month. So, I have paid double for three tickets, and there is nothing I can do to get my money back.

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        Singapore Airlinesbad service and uncooked beef result in bacteria infection

        I had written to SIA on 21 Dec for my Tokyo flight taking Business class with my family, until today i had not gotten any replied. I am a PPS member of SIA.
        I was served almost raw beef which probably resulted me in bacteria infection on the 3rd day of holiday and not able to enjoy the rest of my holiday with my family as I was admitted to hospital in Tokyo.
        On our return flight to Singapore, they changed our plane type from A380 to old 747, as such a ripped off in prices. Even my kids at 10 and 8 knows the big difference. In addition, before the plane took off, my wife was talking to a crew (so soft that i can't even hear them talking on my way out of the toilet to my seat) but the crew was being asked rudely by the Inflight supervisor not to talk at the galley between the Business Class section and Economy as they are affecting the Y class passengers. All of us were shocked as my wife was checking on some issues with regards to my food ensuring that i will have my choice of food.
        Until today, 6 Jan 11, SIA had not given me any replies on my complaint. There are also other recent bad experiences i had with SIA which i did not bother to complain as it's really time consuming to write long email and not getting or wait a long while for them to reply. It's really sad to know that the quality of both the Customer Service and leading crew had dropped drastically in the recent years.

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          Singapore Airlinesresponsibility for agents, special meal booking

          My special meal was not on board - I had just flown a long flight on another connecting flight from Cairo to Singapore landing at Changi before dawn. My last leg was SIN-KUL (I had checked in for both flights in Cairo). I was quite hungry. All my sectors were on business class, yet my vegetarian meal was not on board. I can forgive this mistake. What's worse is that SIA acknowldges that the travel agent accidentally cancelled my vegetarian meal booking (it was indeed made at first) without any instruction from me. SIA claims that it is not responsible for the agents appointed and managed by it! According to SIA, I am responsible for the agent's mistake although (1) I didn't even know what the agent did until I was on board - and I received vegetarian meals on my other sector several hours earlier. (2) SIA appoints, trains, accredits and manages the agent and its systems, yet it says I am responsible. I am minded to sue in the consumer courts. It is not so much the food, it is the policy.

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            • 10
              100wonders Dec 31, 2010

              If you flew business class, I would imagine that Singapore Air flight attendants would have done everything to compensate for that mistake and offered you as much vegetarian food as they could find although it was not exactly the meal that you originally expected. At least that's my experience with Singapore Air. Did that not happen?

              0 Votes

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            Singapore Airlinesracist staff

            Rude Customer Service at the check in at Airport Express, Central, Hong Kong

            I felt maybe I was over reacting but I've had a lot of time to get over it, couldn't so here I am just letting someone know what happened.

            I went to the Central, check in at the airport express. My husband was taking the 8:05 flight to Singapore. When we approached the counter there was no eye contact with the woman at the desk. She just sat poker faced reading whatever on her computer and asked us to put the luggage on the belt and just sat there. It took a while which is no big deal. I asked her a question, this is while one of her colleagues were taking care of the status and still no eye contact, mumbled the answer, had to ask her twice to actually hear her.

            This is not a big deal in itself, majority of us expect nothing amazing from people working with the airlines, the shocking bit was when she greeted the next customer with the loudest most cheerful good morning, after having no response to my husband's thank you.

            Since the queue was for coach, I would be forced to say color of our skin would be the only difference between us and the next guy.

            The next time I will definitely record any such incident and put it up on youtube.

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              • Tr
                TravelingThomas Sep 24, 2013

                Singapore Airlines staff are quite racist. If you are a dark-skinned passenger, they will talk rude to you, yell if they get a chance (put your seat upright ah, we are descending!). If you complain while in-flight to Singapore, there is a chance of detention by security. The best approach is to endure until the flight ends and complain to the Singapore Customer Authority later, and also publish online so that other passengers know what they might receive.

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              • Lo
                lowflyingfox Dec 30, 2010

                It is not race. It is how important you look. You probably were dressed casually or not upper crust! I get different treatment depending on whether I wear average T shirt and jeans or designer clothes that cost several thousand $. Sinagpore is more capitalist than most. Flash a watch more than USD10, 000, behave irreverantly and look very, very, important (as if you could, but would not, give a USD100 tip to the check-in girl)

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              Singapore Airline (Hkg - Sin)rude/ racist check in at airport express

              Rude Customer Service at the check in at Airport Express, Central, Hong Kong

              I felt maybe I was over reacting but I've had a lot of time to get over it, couldn't so here I am just letting someone know what happened.

              I went to the Central, check in at the airport express. My husband was taking the 8:05 flight to Singapore. When we approached the counter there was no eye contact with the woman at the desk. She just sat poker faced reading whatever on her computer and asked us to put the luggage on the belt and just sat there. It took a while which is no big deal. I asked her a question, this is while one of her colleagues were taking care of the status and still no eye contact, mumbled the answer, had to ask her twice to actually hear her.

              This is not a big deal in itself, majority of us expect nothing amazing from people working with the airlines, the shocking bit was when she greeted the next customer with the loudest most cheerful good morning, after having no response to my husband's thank you.

              Since the queue was for coach, I would be forced to say color of our skin would be the only difference between us and the next guy.

              The next time I will definitely record any such incident and put it up on youtube.

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                Singapore Airline — fight over sleeping on vacant seats

                Dear Sir, This is a complaint. I was on board SQ0298 on the 7th November 2010 flying from Christchurch to...

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                Singapore Airlinesgood luck

                SIN-HKG. Luggage was intentionally broken in second time this year (first time in April SIN-LHR) despite TSA lock availability. Handling agent in HKG representing SIA and Singapore SIA do not give a damm to customer's need immediately, but rather keep on emphasising on internal procedure to follow. So, no matter how customer was abused and unfortunately become a victim under the bureaucractic system, they took your luggage to repair - without any replacement immediately. Lesson learnt: When you travelled with SIA, please make sure you have some spare plastic bags, imagine walking under typhoon without luggage, but with your plastic bags and your personal belonging - Good luck. Official 5 stars airlines, unofficial budget airlines customer service standard.

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                  Singapore Airlinesbad bad service

                  I have been corresponding with Singapore Airlines since June regarding my customer service issues & have not received a response to my questions & issues. I just get promises that they will respond sometime in the future. Its now 3 months and no reponse. 1. Flight cancellation and refund due to Volcanic Ash issue. My family & I were booked to fly to Singapore & Phuket on 16th April, 2010. Due to volcanic ash issue the flights were cancelled. Subsequently we cancelled out trip and requested a refund. I received notification that a refund for one of the bookings had been processed, and such refund was forthcoming to my American Express Card account within 7 days. For the other booking I received notice on 28th April 2010 that refund had been processed and that instructions to the bank would be made within 7 days. After a few weeks of follow-up by myself to Singapore Airlines, I still did not receive the refund to American Express Card. Subsequently a request was initiated by Singapore Airlines Amsterdam office on 27th May 2010. On June 2nd 2010, I received not a refund, but a new charge to my American Express Card. On June 17th 2010 I have received the proper refund and a refund for the mistake from June 2nd. Meanwhile I had to pay my American Express card in full, causing significant impact on my personal cash flow. Finally I received a refund 2 months after. Net result though is that I was charged in SGD 512.84 more than what I have been refunded. Because of exchange rate differences. I requested that Singapore Airlines compensates the difference of SGD 512.84. 2. Baggage delay On 4th June 2010, I flew with Singapore Airlines from AMS to SIN on SQ323. I arrived at the airport within about 75 minutes before the flight was due to depart. On arrival in Singapore I was greeted by ground staff advising my baggage had been left behind in Amsterdam and would be arriving on the next day’s flight. Apart from been initially aggravated that my baggage had not arrived, I was satisfied with this was a rare occurrence when travelling with Singapore Airlines. However, my phone charger was packed in my checkin baggage, and my phone’s battery was completely flat when arriving in Singapore. I needed my phone to be charged, so I could retrieve the phone number and address of my friend’s home, where I was staying in Singapore. I recall the phone charging points inside the terminal building on the gate side of immigration and requested assistance to get my phone charged at the Terminal 3 departure level Singapore Airlines customer service. I made several requests, fully explaining my circumstance, but was flatly denied any assistance. Luckily another passenger who overheard my conversation offered assistance. The poor attitude and service received by Singapore Airlines customer service was unacceptable, and begs the question why Singapore Airlines offers a customer service desk. 3. Overbooked Business Class On 9th June 2010, I was due to fly with Singapore Airlines on SQ324 returning to Amsterdam. I had tried to check-in online throughout the previous 2 days. I was unsuccessful, each time the system advised to try checking-in at the airport. I now understand that the flight was overbooked, and that I had been not allocated a seat. On arrival at the airport I was advised that business class was overbooked, and that all other business class passengers had checked-in. I was told I would need to downgrade. Given that I had booked my ticket sometime in advance, and the sector had never been on waitlist, I was surprised that I had been selected to “downgrade”. I was also surprised that a “gold” frequent flyer would be selected for downgrade. I asked the check-in staff why a “gold” frequent flyer would be selected for downgrade, and they replied that I was only “silver”. I showed them my “gold” card and they could not understand why I had a “gold” card when the system was showing that I was only a “silver” frequent flyer. Please see my following point 4 to understand why this is of enormous frustration to me. After some complaining from me, and a period of waiting, I was advised that I could be allocated a business class seat. On boarding the flight I was surprised that the adjoining business class seat was reserved for crew, and that throughout the flight that seat was occupied for less than 3 hours. It is unbelievable to me that Singapore Airlines was prepared to downgrade a fare paying passenger and allocated a seat to crew and occupied for less than 3 hours of a 13 hour flight. There were economy class seats available. 4. Gold status. I have sent previous email correspondences with Singapore Airlines regarding my gold status. It has been of some annoyance to me over the past few years that Singapore Airlines can not get my frequent flyer status correct. Although most of your systems identify me correctly as a gold frequent flyer, there appears to be at least one system that identifies me as silver. Every time when I check-in for a flight either on Singapore Airlines or any other Star Alliance partner, I am identified as a “silver” frequent flyer. Please see the attached boarding pass which identifies me as a Silver frequent flyer. After my previous correspondences with Singapore Airlines, I have been advised that this problem had been resolved, but it is clear it has not. In the past, this has resulted with me being declined access to Star Alliance partner gold lounges. I also believe that this some how resulted in the request for me to “downgrade” as in my above point. I again request that this issue is resolved. All systems should correctly identify my frequent flyer status. 5. Overall impression My overall impression of Singapore Airlines has been negatively impacted over the past several months. To me, it appears there are several systemic problems in your organization impacting your customers. I am very disappointed with the recent levels of service I have received. I ask that my specific requests above are addressed.

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                    Singapore Airlines — krisflyer

                    I am throughly disappointed with Singapore Airlines Below my complaint letter to them: Dear...

                    Melbourne Metro Area

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                    Singapore Airlineshorrible service

                    Well to start off we are a military family stationed in germany, while taking vacation in the states my wife and daughter booked a flight back with sigapore they are supposed to be a great company to fly with so we said sure, on friday my wife booked a flight for sat. but before she left the house to leave to get on the plane she checked to see if the e-tickets had came in her email, they did not as a matter of fact singapore canceled her reservation with out notifing her so after 7 hours of calling the agent and singapore you cannot have an infant e-ticket so they canceled the reservation note we have already paid for the tickets. So after that my wife went to the airport brought tickets from bwi to jfk to frankfurt, the flight from bwi to jfk was delayed and arrived at 830pm the flight from jfk to frankfurt doesnt leave until 930pm, after getting off the flight from bwi there was a singapore service agent that escorted my wife and another military family to the next gate to board the flight to frankfurt, they were told the plane will not leave without them on it, after arriving at the gate the service agent on the phone with the fron desk trying to get there boarding passes told them that the front desk just hung up the phone on her and they would not be getting on the plane, also when they got to the gate the front desk said it was to late to board the plane but they were in fact still calling people to board the plane, so now my wife and 1 year old daughter is stuck in jfk until the next flight which is in 24 hrs, and they are only on the waiting list, we have paid for out tickets the flight is still boarding there are empty seats on the plane and they cant get on after being told the flight will not leave without you. This is horrible i will never fly singapore again and I will do my best to make sure they never get another military member on any of there planes, thanks to delta they did buy them a hotel room for the overnight stay.

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                      Singapore Airlinesbad behaviour

                      Hi all,

                      This happened on the June 31st at about 1am. I had a bad encounter with an SIA girl. She rode her baggage over my feet without apologizing while was walking, smoking and talking loudly on her handphone. Not sure if this helps but I managed to catch a glimpse of her name tag and it says Priscilla Chen. She was in a green kebaya.

                      I hope Singapore Airlines will ensure that their crew does not behave as crudely and as rude as her. My impression of SIA girls were orderly and feminine, sad to say it was not to be on this day.

                      Regards

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                        • Ch
                          C H Liang Nov 12, 2011
                          This comment was posted by
                          a verified customer
                          Verified customer

                          I was fully agree to this complaint, I have been have more than two bad services in the FIRST CLASS LOUNGE to be invited to the PRIVATE ROOM as was inform by the PPS n FIRST CLASS CHECK IN Staff that you and your wife are invited I ask her one more time she say YES so l told my wife this time you will be entering to the PRIVATE ROOM with me even you are traveling on Business Class, when we reaching the LOUNGE one fair LADY come forward to us I show her the PRIVATE ROOM invitation card she ask for BOTH boarding pass I show her she SAY NO YOU ONLY YOUR WIFE HAVE TO SIT "OUTSIDE" I answer to her that I was inform by the check staff that my wife was invited she keep on SAY NO, I say why d'not you check with them she show very nice dark FACE and say you have a sit some where first I will come to you, after more than 25 to 30 minutes, another lady come to me SAY IF LIKE to enter to private room you can I ask are we invited she keep Quite just hold my and walk, I WAS VERY UP SAD ON THIS VERY POOR SERVICE IN THIS WORLD CLASS AIRLINE, I get back to ask for my P RM invitation and is Still with me.my card no [protected]

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                        • Aj
                          ajmike Jul 02, 2010
                          This comment was posted by
                          a verified customer
                          Verified customer

                          some people are just plain rude.

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                        Singapore Air Line Ticket Refundrefund of ticket.

                        Attn: Mr. Mohammed Abdul Rasul.

                        Dear Sir,
                        I would like to draw your attention regarding the above subject. My client Mr. Abuzar Moeen Ahmed and his family travelled to Singapore in the month of November 2009 on one year validity ticket, unfortunatelyáSingapore Airlines closed their operations from Karachi in February 2010.á
                        My client asked me to refund the SIN-KHI sector, I have made those tickets through NICE Travels Karachi and I asked them to refund the tickets. Theyásubmitted the refund case on 26 February 2010 which is attached for your perusal.
                        After almost one month I asked NICE Travels and they told me that the refund will be give in almost 45 days, than visited Singapore Airlines Karachi office several times and the employee's said all the refund applications is in Head office and they process those refund cases.áLast month on May 2010 Mr. Mumtazápromisedáme that they will refund the amount by end of May 2010, then I started chasing Mr. Mumtaz from 1 June 2010 and he was never on the seat, finally I visited your office again today 10 June 2010 and they told me that your refund has not been approved from head office and they reluctant to give anything in writing. I am veryáembarrassedáin front of my client. On my insist and request they gave me your email ID and asked me to contact you directly.á The client information alongwith refund code MERA # are as follows:


                        NAME á á á á á á á á á á á á á á á á á á á á á á áTICKET # á á á á á á á á á á á á á á MERA # á á á á á áSECTOR
                        Abuzar Moeen Ahmed Mr á á á á á á á á [protected] á á á á á á á á á 701044 á á á á á á áSIN-KHI áá
                        Moeen Nausheen Mrs á á á á á á á á á á á[protected] á á á á á á á á á 701045 á á á á á á áSIN-KHI
                        Abuzar Shaheer Ahmed Inf á á á á á á á [protected] á á á á á á á á á 701046 á á á á á á áSIN-KHI

                        I request you to kindlyáintervene and solve this matter at your earliest.á


                        Regards,


                        Aamir Aijaz
                        [protected]

                        scan0001.jpg copy of nice travel invoice

                        refund of ticket.

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                          The complaint has been investigated and
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                          Singapore Airlines — refusal of compensation for delayed flights

                          I have been hearing complaints of bad service from Singapore National Carrier - Singapore Airlines, from...

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                          Singapore Airlinesmisrepresentation

                          Singapore Airlines misrepresented the destination of Singapore on the dates they recommended us to visit with four expensive tour packages. We meet in person directly with Singapore Airlines, Manila. We sold the tickets with promises of great shopping, great food and great museums -- but the dates they suggested we travel "Valentine's Day" the entire city was closed, no restaurants, no museums, no shopping for a solid three days.
                          They also misrepresented the 3-star hotel they booked us into a part of the 5-star Peninsula Group.
                          They also said they had the ingredients to the food they served on the aircraft (we have an egg allergy so we asked) and they said there were no eggs in the food. It was a very simple meal of plain broiled chicken, steamed vegetables and mashed potato. After getting very sick we contacted the Singapore Airlines corporate office and they informed us that there were in fact eggs in the mashed potato!
                          We have been told by Singapore Airlines Manila which caused most of the above situation and much more we are concerned about, including their handling of legal documentation of this situation -- and we have been told that we may not complain to the corporate offices of Singapore Airlines and that all complaints from the Philippines may only go through the Manila office -- even though it is they we are complaining about.

                          We notice on the web, that, although Singapore Airlines makes a focus of their very large advertising campaigns that they have great customer service -- on the web it appears that Singapore Airlines is one of the most-complained about airlines. And that much of the complaints involve the airline ignoring their complaint. We have found this to be the case.

                          And finally after months of trying to get through to them, the Manila office "just to make us go away" offered us four tickets of far far less value than the cost of the package we had bought from them. And then within three weeks of issuing the tickets, they wrote to us that they halved the validity dates of the tickets and other changes which made the tickets virtually worthless. So it seems there is no end to the games they play -- it seems the purpose of the tickets was just to get us to sign a release that we could not understand and which would cause us to shoulder and indemnify the airline for all claims by other parties regarding things like their misrepresenting the hotel.

                          Beware of Singapore Airlines regarding anything they ask you to sign. We edited what we signed to make sense and they took the form away and put another in front of us which we wrote in tidy letter next to the section we din't understand that we don't understand this -- and they took the form away and put another in front of us and told us not to write anything or the offer would immediately expire. So we signed it with "Under duress and protest" under our signature and they accepted it. We asked them to keep all of the other forms we signed as they directly relate to the situation and their behavior, but they have refused. In fact after we left they made changes to the form we signed not in our presence and then sent us a copy of it as "final".

                          We have been loyal customers of Singapore Airlines for many years and have even written positive reviews about them and the city of Singapore in the past.

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                            Silkair (Singapore Airlines) — never received our refund

                            This was a letter of complaint written to Silkair. Hi, I wish to highlight that Silkair procedures to manage...

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                            Singapore Airlinesunacceptable service

                            Dear Ma’am/ Sir,
                            I would like to complain and file a claim for the inconveniences and unprofessional service of Singapore Johannesburg.
                            We purchased our air return tickets for 4 persons (booking ref: JXZPMH) last 24 June 2009, almost 3months prior to departure date which was on 20 Sept. returning on 17 Oct. Our flights from Johannesburg and Singapore went smooth but the problem arises when we are returning from manila- Johannesburg. I phoned your manila office on 15 Oct. in the morning as would like to reserve my preferred seats, at that time everything was in order and I was advised to go online 48hrs. prior to the departure for check-in. So I went online but couldn’t get access. The following morning I phoned Singapore office again only then I came to know that our booking was suspended by certain Margaret of Galileo in South Africa and I was ask to call back @4pm Manila time to follow up, that was when our ordeal started. They told us that due to agent being defaulter we have to buy another ticket as our return ticket is no longer in effect. We phone our agent so many times and lucky for us that they had a heart to pay the due to your office but even after they had received the payment, I don’t believed that they had extended their service to lessen our inconvenience. That night we thought everything was sorted out and that all I have to do is phone your office in the morning for the seats, but unfortunately nobody picks up the phone even after so many attempts, so we decided to go 3hrs. prior to departure time and we were there on the dot, we were the first in the queue and we end up to be the last passengers to check-in. We were standing there with our 2children right in front of your staff with no place to sit on for almost 3 hours, they couldn’t issue us our boarding passes as we didn’t have a confirmed booking for Singapore-Johannesburg flight and it was fully booked, in fact we been told that we don’t have booking for Manila-Singapore as well it’s just that there were still seats available that’s why they managed to do it then and there, after hours of waiting and so many calls we made to South Africa at our expense, they managed to do something but we still don’t have the confirmed connecting flight to Johannesburg, the confirmed flight they issued us was only for 19 Oct. flight which was more than 24hrs. As we reached Singapore we went to the transfer desk and we been inform that there’s still no seats available for the connecting flight, they gave us choices of either to wait as chance passengers but they told us that our chances was slim because we were looking for 4 seats they even said “it’s a miracle if we get in “ or to take the confirmed flight available which was 19 Oct with no accommodation and not even meals to compensate for the inconveniences, transit hotels cost +/-S$80pp for 6hr block and we can’t even go out of the airport to choose a cheaper hotel as my husband needs a visa. Calculating the amount of unexpected expenses, we opted to be chance passengers and the same time I was also preparing ourselves for the worse scenario of might not be able to get in the connecting flight and that we have to wait for more than 24hrs. so I kept the S$40 voucher which I got from the stop-over package aside (at least that will cover a meal for us) but I wasn’t able to use it and got wasted because they only entertain us after they have closed the check-in counter and by the time they confirmed the seats to us there’s hardly anytime they gave us the boarding passes less than 20mins. and we were told to rush as the boarding lounge will close 10mins. before the flight with almost a mile distance, we were forced to rush with the children on foot as there’s no golf cart around and the lady that assisted us didn’t even had the courtesy to request a lift for us knowing that we are short of time and that there were children with us.
                            The experience we had travelling with Singapore Air was totally unacceptable!!!. After paying for the full amount 3 months prior to our departure this is what we got extremely bad service and I don’t think your staff had given justice to you Company’s integrity.
                            1) Granted that the travel agency owed you money, we as the traveler didn’t know anything about it, all we know is that we paid the full due to the agent and that’s it! then why we had to suffer like that, the procedure your office in South Africa took just to get their money back was not fair at all. Why we have to be caught in between, we were already on our way back on a holiday trip why only less than 48hrs of our return flight your office decided to cancel our ticket, we were so helpless as we were away. Your Airline have issued confirmed return tickets to us which I believed and any traveler would agree that it’s your responsibility to have in effect till our return. It even plays on Singapore Air recordings on the phone that” confirmed tickets don’t need to reconfirm” how come in our case you just cancelled it like that, knowing that we have already flew half of the journey and we are away from South Africa. Lucky for us that the agent had the heart to pay, but what if they did not?, how do you expect that the agents will care and pay for they clients, what if they didn’t pay? You expect us to pay and take out such a big amount of cash right away just to save ourselves at the end of our trip, I don’t think you took your clients in consideration while doing all these. I don’t feel your office gave justice the fact that we have chosen to fly with your airline.
                            2) After you office have received the payment, Why didn’t your company extend effort to make it less in convenient for us? Why we didn’t see any arrangement made knowing that you have cancelled our confirmed schedule? Why we weren’t given a priority? We felt that we were treated like beggars left with no choice but to hear what your representative has to say. We were given a confirmed flight for 19 OCT, 24hrs after or supposed flight with no accommodation and not even meal arrangement. Is these the kind of service you give to your customers? We are Expats here in South Africa and we are frequent flyers of Emirates and Etihad, we travel once or twice a year. We been travelling a lot but we never had such bad experience like this with other airlaines.This is the first time we flew with Singapore Air but after this I’ll think twice flying with Singapore again. It’s the worst ground service we ever had.
                            3) The Last time I spoke to Ms. Brenda of Singapore Johannesburg office a day after we arrive to complain regarding the bad services and experience we had, she took our details and promised to get back to me but she never did, I even left a message a week after as she wasn’t available even then she never return my call, it’s now almost a month and I haven’t heard anything from your representatives. Is this they way you do cutomer service?
                            I’m hoping for your kind consideration and prompt action regarding this matter and I’m really looking forward to get some justice for what happened to us.
                            Thanking you in anticipation.

                            Yours faithfully,
                            Myrell G. Wafai
                            [protected]@ymail.com
                            Contact no:+[protected]

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                              Singapore Airlinesincompetent inflight crew

                              I was a passenger on board the above flight seated at Row 73 C. Occupying the First Row in the 4 mid-row seats (Row 71 or Row 72, I am not sure of the exact Row number) was an expat family with 2 young children.

                              During the entire flight, I noticed that the children to be quite active and restless. However, the worst was to come as the flight was starting its descent whereupon the children started screaming their heads off and the parents did not appear to be in control of the situation. The children became extremely distressed and frantic and needless to say, the noise from their tantrum was unbearable to the rest of the passengers seated in the Upper Deck.

                              Not once, did any of the Inflight Crew come forward to try and remedy, let alone abate, the situation.

                              This is most unacceptable. Such apathetic attitudes would correspondingly raise concerns as to whether or not the Crew would be competent if a serious safety or security issue should arise during a flight. There were two senior stewardesses (in the green uniform) covering the Upper Deck and a host of other Inflight Crew members. I would have expected that leading stewardesses should have well acquired the necessary skills to handle such a situation, which to my knowledge and experiences of flying, is the most basic common problem that is likely to occur on any given flight.

                              It was blindingly evident that the children were unable to cope with the change in air pressure during descent. All that was required was to issue each child with a lollipop or something similar on which they could suck so as to dispel the build-up of pressure in their ears. Invariably, the parents themselves shoulder the majority of the accountability; knowing and anticipating their children’s difficulties, they should have consulted with their family pediatrician for suitable remedies prior to taking the flight.


                              The situation was further hampered when the Inflight Crew turned off the inflight entertainment movies whilst the tantrums were ongoing. Had the inflight entertainment remained active, the passengers could have tuned in to some music or some other audio visual distraction in an effort to abate the noise from the children.

                              At disembarkation, there was a leading stewardess sporting a plastic fixed smile on her face, standing at the aircraft doorway seeing off the passengers. When I mentioned that something should have been done about screaming children on a flight, she ignored me and looked away.

                              This experience has simply reinforced my impression of the Singapore Girl icon as “nice to look at but a total loss in crisis management”. Notwithstanding the Singapore Girl icon reflecting upon the image of the Airline Company itself, the entire Inflight Crew consisting of male and female staff were totally hopeless in this crisis situation. Inevitably, an airline is only as good as its crew.

                              I had to surf the internet to obtain the postal address of Singapore Airlines and whilst doing so, I noted there were an alarming number of passenger complaints about Singapore Airlines, which surprised me. This, coupled with what I witnessed on flight SQ 856, throws the Airlines image in a whole new light.

                              Perhaps the time has come for SIA Management to seriously take stock of and review its Inflight Service Training Manuals.

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                                • We
                                  Weina Feb 02, 2010

                                  true about the fact that we should appreciate their good services but this is a complaint board. And the truth about life is that people always tend to remember the bad things and complaint about it more than the positive experiences.

                                  looking at the writer's situation, she simply meant that the children needed to be entertained in order to stay calm. She did feedback to the staff at the end of the flight but it was obviously brushed off. Should the staff had the empathy and responsiveness, she should have handled the feedback well instead of ignoring it totally.

                                  Overall, the writer has not mentioned about the good things they have done but she has not mentioned that she did not appreciate any either. She was just focusing on this problem that she thinks that she should raise. This problem sounds very convincing to me as it is definitely supposed to be part of the basic training practices. Such procedures are even taught in games.

                                  0 Votes
                                • Oo
                                  Oozzy Dec 04, 2009

                                  Firstly, if you have been a regular traveller you will realise that using of headphones is not allow during take-off and landing period due to safety concerns. As they may delay your reaction to emergency thus the entertainment systems are always off during this crucial period. This regulation is applicable to Singapore Airlines but im not sure is it the same for other airlines.

                                  Secondly, during the descent period passengers including all cabin crew have to be seated for landing and strap in. So during such situation, as much as the crew will like to help the parents, they are not allow to move away from their seats. I have been a loyal customers to Singapore Airlines for many years and whenever such situations arises, the cabin crew were always there to assist and lend a helping hand. You have to understand that cabin crew have their safety regulations to adhere to.

                                  Alot of times parents brought their infants and children on flight without knowing what is their responsibilites. They expect the cabin crew to be their helpers or nannies which almost all the times the cabin crew are happy to do so. So in situation like this i think its the parents responsibility to pacify their child instead. And anyway crying is good for the child to dispel the air blockage in their ears.

                                  Especially on short flights and on Hongkong flights, I always see how the cabin crew managed to provide a full service with such tight flight time with so much effort and yet with grace. Singapore Airlines crew always work harder than the crew in the other airline if you had noticed. And being a singaporean myself, i must say i pity the crew when i see my fellow countrymen giving them a hard time. So i hope you should give credit to their hard work instead of condemn the airline due to one such situation.

                                  I won't say they are always the best. To err is human, once awhile they made mistakes but what about the hundred or thousand times that they make it right and provide you with one of the most enjoyable and best service. Have you ever tell them how much you appreciate their service and compliment them on it. So the next time when you try to be a difficult passenger, pause for a second and think - they are just another human beings who work for a living and not deserved to be mistreated.

                                  0 Votes
                                • Al
                                  Alexnh09 Dec 02, 2009

                                  You should write in to the management and have them investigate about this. That will prompt some action.

                                  Well, this is also why Cathay Pacific is named the best airline.

                                  1 Votes

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                                Singapore Airlines — no food; no ac; no miles

                                I flew Singapore Airlines SQ 11 from LAX to Narita to Singapore, and returned on SQ 12 from Singapore, to...

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