Singapore Airlines
Reviews and Complaints

Booked a connecting flight SQ431. While on route they changed our flight and destination to Perth rather than to Brisbane. Gate was still open for our original flight after we landed at airport, we could have made that flight. Understand this can happen but the staff at the Transfer A counter at Changi Airport did not want to help in anyway. Denied us access to the lounge so we could freshen up. Put a call to the manager and not even the manager would speak to us. . We now extra costs, longer flights and not seated together. Bad form Singapore Airlines, Kris Flyer members. We will now only fly Singapore Airlines if there are no other options.

We purchased a ticket for my father inlaw to fly from Harare, Zimbabwe via Johannesburg (SA) and Singapore destination Brisbane, Australia.
Flight Number : SQ 0479
Booking Reference 6FFGEM
My father inlaw missed his connecting flight from Johannesburg to Singapore on Monday: 14th November 2022

09:00am - Albert Gliwitzki arrives at Johannesburg airport on SA Airlink Flight # 409
09:40am – Albert Gliwitzki is wheeled across to the international terminal and placed in the transit lounge by SA Airlink staff. He is told to wait there until the Singapore Airlines staff come to get him to check in for his next flight to Singapore Airlines.
11:00am – Albert Gliwitzki stops a terminal Supervisor to enquire how much longer must he wait, as he needs to catch an international flight. The Supervisor brushed him off with a reply that the check-in counters only open at 1.00pm. He sits and waits again – all this time with no food or water, and starts stressing about the time and cannot see any Singapore Airline check-in counter in sight.

1:00pm – Jetstar check in attendant Nthabiseng Maake passes by and notices how stressed Albert Gliwitzki is trying to stop anyone to ask for assistance as time is ticking on and he has a flight to catch. She kindly escorted him to the other end, where the check in counter for Singapore Airlines is located. Together they explained to the Singapore Airlines check in gentleman as to what has happened and can he assist. The gentleman rudely told them he could not help them as the gates are closed and he’s missed his flight. When Albert asked if surely in cases like this is there not something can be done to assist as he sat there waiting for hours. He was rudely asked, “Are you blind or deaf?” It begs the question – who says this to an 80-year-old passenger/customer who is clearly stressed about the situation? When asked, did they not think to look for the passenger with wheelchair assistance – the gentleman acknowledged that Albert was spotted sitting in the transit lounge with his walking stick, but no one bothered to go and ask if he was the passenger for the Singapore Airlines flight with wheelchair assistance. The lady Nthabiseng advised that where Albert was put in the transit lounge – it would be impossible to see any notification, let alone hear his name being called. The surname Gliwitzki is unique and if Albert was in proximity – he would have heard his name being called. The gentleman behind the counter rudely told Albert – “there is nothing I can do – you need to find a hotel and book yourself another flight as your flight has been cancelled. Besides, I’m going now and closing up. Perhaps go see Security and see if they can do anything.” Albert advised that the ticket was bought by his children in Australia, and where must he find money for a hotel and another airline ticket. This gentleman then rudely said he cannot help, then turned his back on Albert and the Jetstar employee Nthabiseng and walked off behind the counter!

Considering the above - we would like to know the following from Singapore Airlines:

1. What are the procedures regarding elderly wheelchair assistance passengers?
2. If the luggage has been checked through to the final destination – in this case Brisbane – and before time for the first boarding call – is there no procedure for personnel to perhaps look for the elderly passenger?
3. Is it normal practice to simply turn away an elderly passenger and told to fend for himself/herself?

My father in law had to wait at the Johannesburg airport from 9.30am – 6.00pm, Albert only had 1 x bottle of water given by the Jetstar employee Nthabiseng but no food all that time. He has extremely stressed, hungry and dehydrated.

This is in regards to the flight that booked on the 27/07/2022 from Colombo to Sydney via Singapore Airlines - SQ469.
To avoid the delay at the Airport I checked in online before arrive to the Airport, and although I checked in I was still 3 hours early to the flight and arrived at 9:30PM with my wife and 7 year old son.
There was a big queue for online check in passengers and realised that there was only one counter reserved to serve the passengers checked in online and they had 4 counters for normal passengers.

We waited almost 2.30 in the queue and my son was in the need of water so I approached the staff member and she asked me to wait in the queue, later she came to the passenger in front of me with two kids and took them to another counter (business), so I went and ask her whether I can join she initially refused then requested me to join, by the time they only had 50 minutes to depart but we were at the counter.

The agent who served us wasn’t seems happy and was talking to me loudly and asked me to load the bags, after I load the bags he then said I have 5 Kgs extra hence I have to pay $185.00, I told him that I am Krisflyer Member and I should have extra 5 kg allowance, he then replied its only for gold class but not for us hence forced me to pay $185.00, I told him that ok then allow me some time to take the stuff and load it in the hand luggage as we had plenty of space. He refused and requested me to pay and showed me the counter.

Without an option I went to the counter and paid the requested amount then only I realised that he has quoted me in US dollars. I could have donate 5 charities or have fed 500 people with the money I spent for the extra 5 kgs on Singapore Airlines. It was ridiculously expensive.
Singapore Airlines did not effectively controlled the queue and have never gave priorities for the passengers who had checked in online.

The agent who served me was so rude and did not show willingness to help and I had no option other than pay and leave as I only had less than 30 minutes to clear customs and board the plane and buy water for my son.

Hello Team,

I am expressing my dissatisfaction on the way my checked luggage was handled by the luggage handling crew on the following flights: SQ276 & SQ8416 (TR530). I flew the mentioned flights on 21st & 22nd January 2023. On arrival at Thiruvananthapuram International airport I went to collect my checked luggage from the conveyor belt and when collecting I saw that my 2 suitcases were broken. I have taken the pictures on the same evening, I informed the airport authorities but they said it is to be reported to the airlines. I am attaching my tickets herewith which contains my details. My email address for further correspondence is pillai.[protected]@outlook.com

I transferred points to my flyer card from my business account.
Redeemed some flights, then asked me for so many documents.
Then tells me that I can redeem it since the main account is under my father name.
Amex even sent paperwork showing I am the additional cardholder, but since my name was not matching even though we have the same name.
They will not normalize my account.
Not, I am waiting for them to return my points to my Amex account.
2 Months of dealing with this and providing passports and letters from Amex and they were not able to resolve this.
Reservation 5LJGN3

Bookings No. 5L6VPL and 5K7MYN

Date 3rd December 2022.

1. On trying to check in with Swiss Air to Zurich I was informed that Swiss Air didnt have any records of our booking (which by the way was done in January 2022)

We were sent to the SIA counter and behold we found out that there were more than 10 other Singaporeans with similar problems.

Your records with show that my son (5K7MYN) had two of his children, my grand children aged 3 and 5 and with fully paid tickets. Can you imagine how we felt. Fortunately the person at the counter, seeing our predicament managed to put us on a flight to Zurich via Munich.

2. Three days after we arrived, my son, my wife and I came down with a viral infection. The only placed we could have been affected was on SIA, but of course we cant prove it.

3. Swiss Air blames SIA and of course SIA blames Swiss Air,. My question is why do you continue to have an alliance with airlines that pull the good name of SIA, down to their incompetence level?

Your records will show that this is not the first letter I sent in, but since there has been no reply from you, I decided to send a CC copy to

1. Minister of Transport S. [protected]@mot.gov. sg

2. Goh Choon Phong, current CEO SIA

A simple apology will not suffice and by the way, the cutbacks on your inflight service are glaring and SIA is no more a great way to fly

Dear Sir/Madam,

I want to complain about the experience I had re my booking 5KBQ6E. This was a booking from Dubai to Melbourne, Australia with Singapore Airlines.

Our circumstances have changed due to family reasons, and initially, we would like to change the booking. We want to change the booking to Taipei to Melbourne, Australia. So, we need to change the departure city from Dubai to Taipei.

1. We tried to change the departure city online, not able to. Then we created an online assistance request, but no one gave us a callback.

2. Then we called the customer care centre on Dec 16th Friday evening. The guy who received our call tried to sell Business Class tickets to us from Taipei to Melbourne instead of resolving our issue or answering our queries.

3. We called the customer care centre on Dec 17th Saturday morning again, and spoke with a more reasonable guy. He said it is not possible to change the ticket to Taipei as a departure city. This is not supported as it is a city from a different region. We are disappointed with this as while buying the tickets. It was saying complimentary rebooking is allowed. We were disappointed, and together we decided to cancel the ticket, request a refund and then book from Taipei to Melbourne separately.

4. We logged in online, and when we tried to cancel the booking, it was mentioned that the additional baggage we bought could not be refunded. As this was a relocation trip for us, we did buy extra baggage of 45kgs for each passenger, roughly at the cost of 4K USD. So, it is very disappointing again as this is not a small amount. We are paying around 4K USD for additional luggage capacity which we are not using.

5. Regarding baggage refund, again, we called the customer contact centre, and they said they could not refund for the luggage.

6. Finally, I had to cancel the booking without getting refunded for the additional baggage.

We are very disappointed with our experience since we tried to change our booking. Singapore airlines explicitly mention during booking online that complimentary rebooking was allowed for our ticket but then rejected to do the change in the booking. Besides, although it is in the policy not to refund additional baggage, it costs around 4K USD, almost the ticket price does not make sense much. It shows that Singapore Airlines do not care much about Customer Experience.

So, overall I am very disappointed with the Customer Service of Singapore Airlines regarding booking 5KBQ6E. I do not see Singapore Airlines caring about its customers.

I hope this complaint has been well received and assessed correctly, and consider whether it is possible to refund us for the additional luggage we paid.

Regards,

Hinc Cetin

LHR to MEL 27/10/22 baggage arrived 5 days later damaged. Singapore airlines have completely stonewalled me regarding my claim for compensation, stress, anxiety hurt feelings, embarrassment and consequential out of pockets costs, clothing toiletries, underwear etc. Swissport we’re the agents operating the baggage handling process however my contract lies with Singapore airport

Ref 5XJWJ6

Booked a Flight Melbourne to/from Copenhagen on 26 august22 and was subsequenly cancelled with an email message that had a questionable Subject line :

Subject: $crr_cd$$flt_num$ Flight Update

Forwarded message From: Singapore Airlines Date: Wed, 14 Dec 2022, 4:10 am Subject: $crr_cd$$flt_num$ Flight Update To:

SII1GAPORE Al RunES

Changes to your flight

Booking reference 5XJWJ6

Dear Sir/Madam,

We regret to inform you that your booking for the below flight (s) has been cancelled.

(?)

Nevertheless, this booking HAS BEEN PAID and has been CONFIRMED and Singapore told us originally that there was no cancellation.

Subsequent to a second conversation there is now a cancellation(?).

Question

Do we now have to pay more for the original agreed and already paid booking ? The cancellation was not initiated by us.

Please can you advise

Please advise

I have been questioning the paid seat reservation for booking reference 6Y8POH, SQ255 Singapore – Brisbane 19/10/22 that was not provided on that flight.

Myself and my partner (William McHugh and Nichole Doran) are the passengers on this booking.

I have been in contact with the following Customer Service Executives, without this complaint being resolved.

Rahul Sonawane

Priyanka Bavise

Shivani Mandhare

Mia Arci

Singapore Airlines have been proactively avoiding this complaint, as per my many emails over that past month. I can provide all emails when requested.

I hope for a quick resolution

William McHugh

mob: [protected]

Trip interruption start from Orlando to San Francisco, to Singapore, and final destination to Cambodia in South East Asia.

On the October 25, 2022 I arrived in Orlando Airport 3 hours early.

I had everything ready for Singapore Airline required. Proof of Covid-19 all shots included two booster and present Covid-19 negative result.

At the United Airline terminal, in the last minute showed on screen said that I needed

to fill out and submit “Singapore Arrival Information and Health Declaration to the Immigration and Checkpoint Authority (ICA)”.

Finally I completely succeeded filled out form and submitted via my iPhone at the airport wifi.

I received email from Singapore ICA that I successfully submitted.

I showed this email to United and they would understand what it was.

They want me to print the hard copies.

Unfortunately I could find any printers in the airport available.

Without hard copies they would not let going onboard to San Francisco.

And connect flight in San Francisco via Singapore Airline to Singapore and connect flight via Jetstar to my destination Phnom Penh, Cambodia.

The partners between United and Singapore Airline was not in good communication.

Time was running out so I missed the flight from Orlando to San Francisco.

I lost $1,873.37 from Hotwire.com

Thank you for listening.

I travelled alone from Singapore to New York on November 5th 2022. (SQ 24) 12 hours into the flight after the second meal I feel sick in the stomach. Went to bathroom couple of times and then started throwing up the food. Felt dehydrated and light headed. I thought I was going to faint at one time. The air-hostesses were nice offered me with some meds (which I refused) brought me Ginger tea and I felt okay after a few hours.

I can recall even while on my first flight while going to Singapore on oct 16th 2022, I got off with slightly upset stomach. It wasn't as bad as the second experience though.

The food on Singapore airlines is horribly contaminated. I like the airline . Its convenient, but the food issue is something one cannot afford. Too risky.

Should I always bring my food aboard when traveling ? seem impractical and a matter of shame for the airline. I have to travel again and I feel skeptical booking my whole family and putting them through this risk.

I booked a singapore airlines flight on the singapore airlines website, from sydney to singapore and singapore to bangalore. The sydney to singapore leg was booked on scoot from the singapore airlines website by the airline itself. I was not able to do online check in for Scoot because singapore airlines did not put the name correctly on the scoot system. I contacted scoot and they said they cant do it and since it was done through singapore airlines website, they have to do it themselves. when I contacted singapore airlines, they admitted they processed the ticket through them but they put the onus on to scoot saying they are the ones operating the flight and to contact them. this has caused me lot of grievance and time waste because I have to do manual check in at the airport as opposed to online check in. I hold singapore airlines responsible since they have processed the ticket on the third party airline through their website, under no circumstances I feel iam supposed to contact an airline who I havent booked through. I have the entire chat with singapore airlines chat agent.

Flight back from Denpasar to Singapore on 31 Oct 2022 (SQ939).

When I on board the plane, infront of me there is one passenger asking for the Stewardess name Jaya Kanajio for the assistance to put luggage on. She carry the luggage and using “command” tone to demand me to assist her to put the luggage on.

I felt myself as passengers, i m upset for the request as I dress nicely yet being command by the Stewardess. Why customer paid for the airfare and yet needs to do Stewardess job?

During meal serving, another stewardess provide the meal and I was request for the Tomato Juice.

She told me that will come back to me, however being stop by Stewardess name: Jaya Kanajio.

She told me, even business class also no Tomato Juice. Is there any issue that economic class asking for Tomato Juice?

I m upset about the Stewardess name: Jaya Kanajio service. Poor customer services and rude attitude.

I had emailed to Singapore Airline on 18 Oct 2022 pertaining to the issue mentioned above.

Can I check why I don’t have Krisflyer miles recorded under my account?

Please refer to the information below.

SQ2928 (Operated by LX)

From - To: Zurich (Zurich Kloten) to Singapore (Changi Airport Terminal 3)

Departure date & time: 13 Oct 2022, 2240 hours (Zurich time)

Arrival date & time: 14 Oct 2022, 1655 hours (Singapore time)

Thank you and please advice.

I always travel with Singapore Airlines to go to Dhaka, Bangladesh and to come back to Vancouver, BC, Canada. I never had any problem with their service. But this time I needed wheelchair because I wasn't being able to walk properly for a long time because of a spine injury. So I booked their wheelchair service.

They did provide me wheelchair service from Dhaka to Singapore, and also during transit. I appreciate it. Thanks. But unfortunately, when the flight(SQ048) landed in Vancouver, BC(YVR on 13th Sept 2020 at 7:00AM PST), they did not provide me wheelchair service. Not only me, they did not provide wheelchair service to anyone. First, they told us to wait and after we waited, they told us that they will provide wheelchair service once we get out of the plane. But they did not. As you can imagine, it was a long walk since we had to cross the immigration and all. At that point, after a long journey, I was not being able to walk properly and the airlines people did not help at all, which they should have. I think they should look into this matter as it is not good for their reputation. I really hope they investigate this matter so it does not happen in the future. Thank you.

To whom this may concern,

I called up Singapore Airlines on 13 October to ask the fare for Singapore Manila and Manila back to Singapore under economy light.

Flight timings : 2.05pm-5.45pm (Sing to Manila) (8 Nov)

7.10am-11.00am (Manila to Sing)(10 Nov)

The fare: SGD520/person

When I called on the 14 October to book for this flight, economy light not available and economy flex, the fare: SGD2172.70/person

There is not much difference between the two classes.

The price hike is unbelievably crazy. You really need to do something about your fare charges. There are other airlines which have reasonably fare charges.

feedback on 30/05/2022 REF : S-[protected]

flight SQ028 from seattle depart for sin on 16/04/2022

baggage delayed for 5 days

collected by appointed agent for inspection

result baggage damaged to be replaced

amount agreed and forms filed for claim payment

filed all necessary document to [protected]@singaporeair.com

made phone call but no update after waiting for 15 days

it's almost 5 months now but received no update

each time I send reminder to saa either no reply or acknowledge reply in 15 days but no update at all

kindly check and update me

thanks

Airport experience

On the 13th Wednesday, July 2022 I was so excited that I was going to India. Flight SQ8493 and SQ402. I arrived at the airport 2 1/2 hours early to be sure to get checked in on time. Upon check in, The airport staff told me that I needed the Indian app, (my travel agent neglected to inform me of this app) and that I could download the app there and then. I proceeded working on the Indian app only to find it would not download my Covid negative test results and wasn’t working correctly. I then called Flight Centre and they proceeded successfully to download the app for me and presented a confirmation number. I presented the confirmation number to the staff at the check in desk. The staff refused the conformation number and said we are now closing the gate and too late. Although the staff were pleasant and aware of the situation, I found this to be very unfair and a very unpleasant experience as I had every thing their digital form and paper form. Not only did I have everything in order I was flying to Singapore with a very long layover so I had time to receive the email from India as I had the conformation number. One of the staff said this is not in my job description to help me.



I was left stranded in Perth airport devastated and in disbelief.

The flight centre offered me another flight with a charge of $650 as well as I had to again take another PCR Covid test at $145. Along with my travel expenses to and from the airport this has cost me over $1000 not to mention all of the plans in India cancelled that was I had in place.





I did have a long stop over in Singapore before I got to India as I already had conformation of the Indian app required I feel it very Unfair and unjust that I’ve had to endure the stress and the out of pocket expense.



I do believe that I should be at least credited for my flight. As I had everything in order before the gate was closed and resolve in tears. This was an extremely heartless act, one that I hope doesn’t happen again. I am still in Indian and would like to use this credit for a return flight.

I hope this matter can be resolved quickly.

Regards Julie Milligan

[protected]@hotmail.com

flight change by Singapore airlines. 3 hour layover extended to 10 hour layover. numerous online chats, (2 out of 3 terminated by themselves with no warning), calls where on 2 occasions an intransit hotel was offered when i suggested simple use of their lounge for refreshments and to refresh would be sufficient.

the twice offered in transit hotel by 2 seperate customer service agents was then refused by someone afterwards on two phone calls.

repeatedly asked for their/or other governing body to escalate and denied any information. mainly passed the buck back to booking agent that themselves, insurers and EU governing bodies state that it is the airlines responsibility that i made clear to the airline.

further asked if flight destination could be changed from Manila, Philippines to Cebu, Philippines if available and if earlier to reduce layover time. no response.