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My wife and an infant traveled to Dhaka from Sydney. His E-ticket number is 618 [protected]. The return date from Dhaka to Sydney was 16 September 2023.
The experience of the travel was awful as the counter charged extra for the baggage for my infant. Since my infant was 10 months old at that time my wife had to carry hot and cold water, nappies, and a few clothes, along with his prem since she was traveling with the baby by herself. The counter agent only allowed 10 for the main luggage but nothing for cabin baggage, other than 10 KG he charged $1094 AUD as he refused to include those items during her travel. However, my wife indicated that while we traveled from Sydney Scoot allowed us those same items for the baby. The agent at the counter said we have a different policy in Dhaka and Sydney. She asked how a different policy with the same airlines also Scoot was a budget airline and accepted those items. The agent was so arrogant and refused to answer those questions and said he you don’t travel that’s fine just leave the line.
My 10-month-old infant was unsettled, and my wife had no other choice rather to pay the amount to be able to fly. When I checked my ticket on the same day the ticket allowed me to carry 7 KG for cabin baggage. I called Singapore Airlines on September 17th and spent almost 2 hours they promised over the phone and sent me an email confirming that they would escalate the issue within 3-5 days. But nobody bothered to call me until I called Singapore Airlines on 28th September.
On 29th September Gale (Customer representative) called me and requested to call me back after 2-3 days later. She called a few days later but I missed the call since no conversation happened between me and Singapore Airlines.
On 08th October I called again the airlines and asked about the claim, but the agent called Hawi had no idea about the claim and addressed Gale to call me back. After waiting a few business days, I called again on 20th October and requested someone to call me to address the issue. The agent emailed me with the time, but nobody bothered to call me.
I have attached all the email conversations for your reference.
There was another incident that happened while I traveled to Dhaka on 17th June 2023. Both my and my wife’s (E-ticket numbers are [protected] and [protected]) luggage were damaged as the airline authority sent the baggage to my house address as the baggage arrived late. When I received the luggage they were in bad condition I emailed the local Singapore airline authority and they accepted their fault and were willing to refund. When I claimed those items they were hard to get as in the previous case.
I am deeply concerned about the service of Singapore Airlines and astonished by the outcome so far. Being a passenger I would greatly regret to travel to Singapore Airlines and that may apply in the future. However, I would greatly appreciate if you escalate the issue and resolve those issues as I have very much upset the way it has been handled by the airline.
Desired outcome: Pay the money that had been overcharged and fix the baggage damage issue.
