Singapore Airlines / unethical behavior and unheard of charges for excess baggage
United Kingdom, Singapore
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Singapore
Re flights Singapore Airlines flight SQ 321 and SQ 5271
My husband and I were passengers on the flight from LHR to Singapore on Sat 13th January 2018 on transit from Israel via uk on to Cairns Australia.
Due to traffic, we arrived an hour and 15 minutes before the flight, to an almost empty check in counter, upon check in, the airport staff member said that we have overweight and that we would have to pay charges.
As we were on transit, several international long distance flights, we understood that our weight allowance is 30 kilos per case, 2 bags per person. We had between us 3 bags total weight 80 kilos.
It seems like this was a misunderstanding on our part.
We asked for the supervisor of Singapore Airlines and a lady called Manisha Gurung- approached us saying she was the Senior Officer for Singapore Airlines.
From the very first minute instead of helping us, she said she cannot do anything and that we have to pay the enormous sum of 63 GBP per kilo and there is nothing that she can go towards us. We took out things from our bags and put into our handbags and a rucksack and we were left with only 4 kilos over weight per person above the 30 kilo allowance per person that we had.
Ms. Manisha refused to let it pass nor did she acknowledge our efforts to try and concise our weight issue, she said that you still need to pay for these 8 kilos over 500 GBP.
We begged for some good will, travelling to the other side of the world for almost a month, and 4 kilos per person on long haul flights is really not a big issue. She said say thank you that I let you go with one more piece of hand luggage.
When we boarded the plane, most of the people flying this long distance, each had 2 pieces of hand luggage, so she had not made any concessions.
She threatened us that if we don't pay immediately she will instruct to close the flight and leave us out. And refused to even let us pay for partial amount for the over weight, insisting on the full amount.
We asked again for supervisor, as it didn't seem logical to us that for 4 kilos each we should pay such an enormous amount and spoil our holiday, but Gurung refused to call supervisor and she ordered "Pay now immediately or you are off the flight."
We felt like we are in a horror film, we had no choice and went to the counter to pay, and there the staff at the cashier desk told us that she did not have any rights to bully us in this way.
8 Kilos between two passengers flying over 24 hours, is not something that cannot be worked out with a little good will, especially in worlds renowned Singapore Airlines who are considered the best airline in the world.
There is no need to mention our sheer frustration along the flights, to Australia.
We don't know if she was just a mean person or it was an act of antisemitism against us, as we are obviously Orthodox Jewish and she acted with evil look on her face and satisfaction that shed humiliated us.
We are asking you for you intervene and return the money that was un rightfully and aggressively taken from us, and to find a way to make it up to us for the suffering and hurt we encountered and felt through this most unpleasant experience.
We are gold members of other airlines and we specially flew with Singapore Airlines as weve been told that it's a fantastic way to start our holiday.
We sent this letter to Singapore Airlines-Customer services and received back a string of correspondences bearing no likeness to the true picture of what took place in the airport that night.
Each letter clearly denying all parts of our complaint, and blaming all other parties, e.g.my travel agent, they said all flight details are on your e.ticket.
According to them weight allowance should be clearly shown on this e.ticket. However. there are no weight details on the e.ticket which was actually issued and sent to us from Singapore Airlines themselves.
We are frequent fliers all over the world and it has happened before that we were overweight, but on all occasions with all different airlines we had the grace, good will and understanding, and we have never had to pay such excessive fees.
It is also accepted to make concessions and make a partial charge, we offered to pay 100 GBP as a symbol of our mistake and respect to their policy, but their rude staff member enjoyed to humiliate us and to see us distressed.
It seems so wrong to pay so much for what could have been resolved on the spot with goodwill, but now 2 months later as we recall and think about we feel more and more that this could have been avoided and that we should not have had to even be in this annoying and upsetting position and payers of such a high expense.
How can we resolve this issue and get correct advise re what we should do?
Although quite a while has passed we cannot forget this awful expensive unfair incident.
We contacted :- Airline contact - Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited
Her reply to our issue was a bunch of made up facts..re weight and amounts
Israel & Debbie Ashkenazi
[protected]@012.net.il
reply from Singapore airlines
To Mrs Debbie Ashkenazi
___________________________
To Mrs Debbie Ashkenazi
29 January 2018
S-[protected]
Dear Mrs Ashkenazi
Thank you for your feedback submitted via our website on 21 January 2018, with reference to flight SQ321, from London Heathrow to Singapore on 13 January 2018.
We are sorry to learn of your disappointment with the excess baggage charges incurred, when checking in for this flight. On this occasion, our records indicate that the total weight of the checked baggage belonging to you and your husband amounted to 76 kg. This was in excess of your pooled checked baggage allowance of 60 kg by 16 kg. As your itinerary does not include any US destination, the weight concept allowance of 30 kg per passenger will apply in this instance. The baggage allowance for your itinerary is indicated on your Electronic Ticket.
In view of the increase in our checked baggage allowance in November 2013, we would like to share that our staff at all our stations have been advised to strictly follow the checked baggage policy. We regret that having repacked some items into your cabin baggage, the total weight of your checked baggage was in excess by 8kg, for which excess baggage charges had to be imposed, in accordance with our baggage policy. We ask for your understanding that as our staff had carried out their duties in line with our baggage policy, we are unable to offer a refund of the excess baggage charges that were correctly levied on this occasion.
We are sorry if our ground staff were impolite and appeared harsh when enforcing our checked and cabin baggage policy. We expect all our staff to be polite and professional at all times. Our Station Manager in London Heathrow has been apprised of your experience and will review with the staff concerned on how they can better manage such situations in the future.
Thank you for this opportunity to address your concerns Mrs Ashkenazi. We look forward to be of service in the near future.
Yours sincerely
Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited
16 August 2018
S-[protected]
Dear Mrs Ashkenazi
Thank you for your further feedback of 6 August 2018, to our Customer Relations Team in UK.
We note your continued disappointment with the outcome of your feedback, in relation to the excess baggage charges incurred when checking in for flight SQ321 from London Heathrow to Singapore on 13 January 2018.
As indicated in our past correspondences of 29 January 2018, 19 February 2018 and 9 March 2018, our position remains the same with regard to our investigation findings. At check-in for this flight, the final weight of your checked baggage was 68kg. As the checked baggage allowance for Economy Class passengers, for itineraries that do not include points to the US, is 30kg, the total weight of 68kg was in excess of your pooled baggage allowance of 60kg, by 8kg. As your checked baggage allowance has also been verified by our UK Customer Relations Team, the excess baggage charges were applied correctly in this instance.
As we have given the matter our full attention since 29 January 2018, there is nothing further to add to what has already been shared with you. We will not be corresponding further on this matter.
Thank you.
Yours sincerely
Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited
PLEASE NOTE THAT THE DOC OF ELECTRONIC TICKET ISSUES BY SINGAPORE AIRLINES THEMSELVES
ENCLOSED DOES NOT SHOW ANY WEIGHT ALLOWANCE
___________________________________________
I reached out to
To Heathrow aviation team
Hi Sabrina
Perhaps my letter didn't show clearly that I wrote immediately to Singapore airlines and have corresponded with them a few times,
however, to my sheer disappointment and annoyance they answered each time with a pack of lies and blames, most unsuitable for an airline of their prestige.
I am unable to progress on any level with them and after contacting the CAA, they told me that I should contact Heathrow airport where the incident took place and where the staff member was probably general ground staff who work for many airlines.
Having corresponded with the airline just emphasized their lack of good will and willingness to resolve this issue to any amount of satisfaction.
I refer to the way we were spoken to and threatened which does not pass lightly, and the return of the unreasonably overcharged fees for the excessive baggage and refusal to speak with a supervisor.
The amount charged and paid was 503 UK pounds for 8 kilos, which was an unjust unfair amount .
May I add that the cashier on duty and staff on watching told us that they were shocked to see how we were treated and how we were threatened that we would not be allowed on the flight, they claim that this is not customary behavior towards passengers travelling over 24 hours.
I am asking you to please try and sort out this issue and bring it come an amiable conclusion and understanding.
Many thanks for your assistance and good will .
Debbie
[protected]@012.net.il
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