Singapore Airlines
reviews and complaints

Colin Edgeley, Kris No [protected]. Wanting to discuss cancelation of my flight SQ224 10/8/20 as we are uncomfortable about leaving Australia due to the coronavirus. When I try to use the forms available my effort is not accepted when it asks for my booking ref. The ref is SD1982 but it says this is invalid, but when I book in with my Kris No the manage booking accepts it.
My phone numbers are:

[protected]
[protected]

Hi

I have adressed ( 21.11.2019 ) a complaint to Singapore Airlines( ref:S-2019-11-1591931 ) related to the flight above on Novembre 23rd, 2019.
I received an answer from "de_customerrelations@singaporeair.com.sg> on December 9th, ( email on 2 pictures attached )which was absolutely not satisfying at all.

In the answer was mentioned :
Of course this complaint will be conveyed to our head office in Singapore. We assure you, that this kind of critic will be taken into account immediately by the Singapore Airlines Management.

I replied the same day, and haven't receive an answer until now, ( almost 3 months ! ) this a complete lack of respect to your customer.

Please contact the customer relation in Germany which did answer me in order to get my original email with pictures,

I trust you will consider my email a serious matter, not like the customer relation in Frankurt, and will provide me an satisfying answer, which would be the seat fee refund as requested in my original email.

Regards
J. Perrinjaquet

Dear Officer,
I bought 2 airtickets, Booking Reference: RUA73A (TONY FOO) & RTX2ZW (WU XIAOXUE), with my Debit Card (Pay Pal) [protected] Tony Foo Jong Meng.
We could not travel to Singapore as I am a Singapore Citizen working in China and will be quarantine and my spouse is a Chinese in restriction for entry to Singapore. I made various effort thru email and hours of international call communicating for a refund of both of the above tickets. After finally manage to get a customer officer to manage my case and was replied that I will have the full refunds of the airtickets in 3 weeks time. After checking my statement I found that four transactions were credit by Singapore airlines 3 X RMB68 and RMB14.
I again made various international calls with every calls holding at least for half hour without getting anyone to service me. I remember my last call was on 24th Feb and managed to get an office to service me. I have gave the details for two tickets and only got a reply for refund for Booking Ref: RUA73A, whom is myself as I am a Kris Flyer member: [protected].
I have to go thru hell in international call again and managed to get an officer which he said that he have transferred my case to the ticketing department and someone would contact me 24hrs. I received a missed call on 25th Feb ( +[protected]）at 8.07pm with message informing me that they will contact me later. I am now in Chiangmai today 26th Feb and still did not get any call to settle the above matter.
Please help me in getting the refund for my spouse Booking Ref: RTX2ZW (WU XIAO XUE) .
I may be contacted at:
+86 [protected] (Tony Foo Jong Meng)
Email: [protected]@yahoo.com.sg

To the CEO of Singapore Airlines

I have been informed by your Airline a few days ago that my business class return flight from Zurich Switzerland SQ 207 was rescheduled to SQ217
on 13 May 2020 - with the consequence to have a lay overtime in Singapore of about 3.5hours and returning to Melbourne 20:35 instead of 17:10.
Accordingly, my Travel Agent has requested that you provide for me access to your First Club Lounge in Singapore in order to improve my back and health condition while waiting about 3.5 hours of my flight to Melbourne.

To our great surprise Singapore Airlines has declined to offer me a voluntary access to the First Class Lounge.

I am using your Airline for more than 10 years and flying at last once a year business class to Europe.
I do expect a better service from you in particular by considering the above circumstances.

If you are not interested in doing business with me please advise and I will book all my airfares in future with your competitors.

Kind regards
Dr Guenter Gerlach

K- Membership nr: [protected]

Flight no: SQ317 10.55am from London to Singapore 25th December
Flight no: SQ322 11.45pm from Singapore to London Heathrow 12th January 2020.

I am writing to submit a complaint about the level of food service on the two flights listed above.

I am a vegetarian and when I booked my flight I checked a box to say that I would like a vegetarian meal on both flights.

The flight from London to Singapore was on time but the meals supplied I couldn't eat, so I got off the flight feeling terrible.

The flight on the way back from Singapore was delayed 4 hours due to a technical issue with one of the engines.

We were given a food bag with peanuts and nut bars and a bottle of water and tea.
This was pretty much all I survived on for 17 hours due to the lack of decent food on board my flight home.

Singapore Airlines don't supply a separate meal for vegetarians and vegans.
This is a major problem, the airlines don't understand the nutritional aspect and differences between the two types. Both need protein in their diet without a doubt.

On both flights I was given a printed menu card which had all the meat and fish dishes, but didn't have any mention of the vegetarian or vegan options, that was one very strange thing.

I asked if I would be supplied with a vegetarian meal considering I had ticked the box when I booked my flight, they said I would.

The meals I was given were absolutely awful, I couldn't eat any of them.
There was no protein, just a bowl of hot vegetables in a nasty tasting oil!

One hot meal that came I couldn't describe, so I asked one of the cabin crew to tell me what it was.
She said she didn't know! I asked her if she could go and find out, she came back a while later and said that none of the crew knew what it is was either! I was shocked, I know it was economy class, but this is basic fundamentals, the crew should know what the meals are and it should also be on the menu. I asked if I could have something else as I couldn't eat it, it didn't smell good and I had no idea what it was. They said they didn't have anything for me apart from bread. I can't eat bread because I have a wheat allergy, so I had a few cubes of fruit, a small piece of bread and some peanuts, that was all I ate for 13 hours! By the time I arrived at Heathrow I felt very unwell from lack of food. I had extremely low blood sugar levels and was shaking and close to passing out.

I just about managed to get off the plane with my cabin bags, but felt like I was going to pass out on my way to passport control. I asked a family to stay close in case I did.
I finally managed to jump in a cab to take me home.
As a result of this, I will never fly Singapore Airlines again, it was totally shocking and unacceptable.
When I complained to the crew, they treated me as if I was completely alien to them being vegetarian.
I noticed that I missed out on eggs and cheese as a result of the airlines only supplying one meal for both vegetarians and vegans, this is not acceptable. Vegetarians eat eggs and cheese usually, most people nowadays know this, especially if you are providing a public food service!

Whoever puts the menu together needs to re-think what they provide to both types.
Protein must be supplied without doubt! You cannot let customers fly long haul with no protein in their diet! I spoke to others who have also flown with Singapore Airlines and have experienced the same.

Singapore Airlines need to get a nutritionist and chef who understands vegetarian and vegan diets to provide a menu and make sure that the options are written on the main menu with everything else, so it doesn't make customers feel alienated.
I would like a refund for the flight as it caused me major distress!

Hello, a group of my friends and I have planned a trip to Tokyo, Japan.

Due to the corona virus outbreak in the region, we do not feel safe traveling in that area. Although the main outbreak is in China, there is many in japan. I have called customer service over 6 times and over 3 hours of hold and phone time they refuse to refund or credit me for my flights.

How can such a big company like you not care about your passengers well being. I we'll be filing complaints to as many boards as I can and to the aviation consumer flyers.

All we want is a refund of possible or a voucher.

Unfortunately I had a panic attack due to my irregular heart condition after extreme turbulence and I kept it very quiet as the lights were off, my mother in law pressed the button for water when the seatbelt light went off for me as we didn't want to get up and make a fuss, she told them I was having a panic attack and they didn't say anything, they just went back behind the curtain and never offered any assistance or any kind words of comfort, never came back to check and just ignored the whole situation.
If this is the type of customer service they offer then it looks like this will be the one and only time we use them.

I was travelling from Singapore to Perth WA on flight SQ 0215 on 21st January 2020 with my daughter. We arrived 2.5 hours beforehand to be checked in and do some duty free shopping and have a massage. At the checkout we were asked if we were interested in being upgraded to business class and have a hotel and meals paid for, or $400 cash each, if we flew in the morning, as our flight had been overbooked. I accepted the offer and said i would be happy with either the cash or the upgrade. We were asked to wait nearby while this was arranged. After waiting for half an hour I inquired with the check in clerk when we would recieve our new booking. He sent me to the information counter to talk to another Singapore Airlines staff member. The woman at the counter told us that they no longer needed us to change flights and that we could check in again. She offerred us a meal voucher of $15 each as compensation. She was very rude to us. We were then given seperate seats on the plane and had to wait to see if they could ask another passenger to swap seats so that I could sit with my daughter. This was done just before boarding. My complaint is that we were left to wait with no information about our booking, we missed doing any duty free shopping, or massage. We didnt even have time to use our meal voucher as we had to head straight to the gate after all this time waiting. We were deeply disappointed that we had been offerred the upgrade and had it reneged. We felt used by Singapore Airlines to have us wait in case they needed us to help them out, and when we were not needed they stuck is in terrible seats without an apology. In fact the information staff person was very rude, and got terse with me when i complained. I feel that Singapore airlines should aplologise for doing this to us and make restitution for the way we were treated.

On 25 Dec 2019@ 00.12am, my wife and I were on board SQ 602 from Singapore to Korea. The flight stewardess was serving breakfast to the passengers . When she served the breakfast to us, we have requested for coffee . She replied that the coffee wa not available now and she will follow up later . After we finished the breakfast the stewardess still did not bring over the coffee . Not long after that, the same stewardess came and she took away both of our empty cups and informed us that she would be back soon with the coffee. We never received the coffee till end of the flight . My son was seating at the other side and he told us that the passenger seated next to him requested wine during breakfast and the stewardess also never come back to the passenger at all .

I wish to report an incident that occurred on the 29/11/2019, during my check in in by a ground floor staff member of Singapore airline. I do not have his name because he either intentionally hid his name badge or was not provided with one by the management.
I booked an economy flight to Ghana and was one of the first in a queue of about ten passengers waiting to be served. There were only two counter clerks, a male and a female who were supposed to look after us. When it came to my turn to be checked in, i handed in my passport to the male counter clerk and that is when my worst nightmare started to unfold. As i already said, that i do not know his age but would be of middle age between 55 to 60 years old. Firstly, he scrutinised my Australian passport over and over for several times and as if he was not satisfied with his assumed role as an immigration officer, started bombarding questions at me. For over 20 minutes this man held me at a stand still and those passengers behind me had to make a detour to the female counter clerk next to him.. Some of the questions he asked are too embarrassing to unveil here. His questions were so personal, rude, bigotry, prejudicial and plain racism.
He gave my passport back to me after a 20 minutes dissection fully humiliation and despaired. This gentleman who supposed to act as the gateway to Singapore Airline diplomacy, turned the occasion into a job interview. I am an Australian but of African descent who has been living here in Sydney for over 30 years and to be subjected to this treatment makes me wonder if he is well schooled to be in the forefront of Singapore Airline customer service. I strongly believe that i was profiled due to the colour of my skin and will appreciate if this can be fully investigated. I am ready to avail myself for any interview or investigation pertaining to this experience
May i conclude that i am not happy with the shame and humiliation this grey haired staffer unleashed upon me and will attempt to share this experience with my fellow Africans who live here in Australia and will want to travel in future with the airline.

Deborah Ocansey
Ticket No. JUKBGQ
[protected]

On 29th Dec flight number SQ245 I flew from Singapore to Brisbane when I was served a Chicken Pizza as part of the afternoon refreshment menu. I ate a couple of mouthfuls but soon became aware it was not properly cooked with most of the dough soggy and raw /undercooked. I complained to a flight attendant who then made a written note when I told her it was soggy and undercooked. She then asked me if I wished something else instead, which I declined.
Five days later I suffered an acute attack of Gastroenteritis. I was very unwell with diarrhoea for 3 days. I obtained a stool test as I was not improving.
The results are attached; Campylobacter infection, a bacterial infection contracted from poorly cooked poultry.
I wish Singapore Airlines to be aware of the infection I obtained from their undercooked chicken pizza and act on it as I have also heard of other individuals on a similar flight acquiring this infection with Singapore airlines who also ate the chicken pizza.
I am 79 years old and I am lucky I was not hospitalised for this illness.
My daughter is a doctor and was able to care for me.
Please send me acknowledgement that this complaint has been acted upon.

Mrs Barbara Rogers
Email [protected]@gmail.com
Krisflyer number--SQ KFLY [protected]
Ticket No.[protected]

We have requested wheelchair assistance when the tickets were purchased for two elderly parents. However they received this service partially at singapore airport (transit) and at the destination, Melbourne passengers have not received wheelchair access at all due to unavailability. Officials said they have not got enough wheelchairs and if it's really needed we would have to wait a long time.

Passengers were patients and struggled to walk far. The service was very unsatisfactory.

Passenger names:
Thuppahi baduge Ranjith De Silva
Merennage saroja salgado

Flight sq469 and sq217, Colombo to Melbourne
On December 9 2019.

We have relied on the Singapore airlines to provide the much needed service but we're disappointed with what happened particularly at the Melbourne airport.

Hi, I would sadly like to express my unhappiness with a flight cancellation that occured on flight MI415 from Kathmandu to Singapore - 25 November 2019.

On Monday 25 November, 2019 we waited the three hours as advised at the Kathmandu airport, we then boarded and prepared for takeoff. After some time we were then informed that the plane was not going to be flying tonight. We were all taken off the aircraft and after 2 hours of confusion about what was happening we were taken to a hotel (which was lovely) and accommodated for the night. We were then bought back to the airport the following day and eventually flown to Singapore arriving more than 12 hours later than scheduled.

My main unhappiness was the loss of a full day in Singapore. Our work only allowed us to have 3 days in Singapore to explore the city, now it was only to be 2 days. My other dissatifaction was the lack of communication about what was happening and why. As you can appreciate we were very anxious about what was happening at the time and we weren't getting clear communication about the change. It saddens me to write this complaint as we travelled on Singapore airlines/Silk Air from Australia to Nepal, via Thailand and back again, and have nothing but praise for the professionalism and efficient staffing that you have.

I would like you to consider my complaint and offer compensation or an alternative accordingly.

Kind regards
Jolene McLellan

Flight no SQ856 Seat 19A Mok wing hong
[protected]@gmail.com Tel [protected]
I had an unhappy experience in my return flight.The reason for choosing your airline with expensive fare is because of high reputation.However the return is not correspond to what I paid out, it is unacceptable for missing main course in serving breakfast without notice. I request for your reply with compensation

I travelled from Heathrow to Singapore on airbu sA380-800 --SQ317 on Oct 29th, service was great. I had a 12 hour wait at Changi for my flight to NZ and as you can imagine I was extremely tired especially after the long flight from Heathrow Lpus the 12 hour wait . SO I was so looking forward to my Business class flght and a good sleep back to NZ. on AIRBUS A350-900 . I asked a hostess for a blanket as i could only see the cushion that was on the seat, not like the bigger plane where they were positioned in the corner. She reached up and dropped a blanket in my lap!, I could not use the TV, at 80 I am not technology proficient, I was also starting to hullucinate as I was so tired. I tried to get comfortable In the cubilcle I had but slept fitfully on and off all night. It was not till the lights came on for breakfast I saw the guy across from me fold up his Bed! Nobody told me or showed me how to do this, When I questioned the hostess -she said I could have seen it on the video! As I could not work the TV -How would I? As I am 80 this was my last long haul flight Hence I treated myself to Business class, What a waste of money, I have flown this route each year for the past 4 in premium economy and had much better service on different carriers. I also told the Purser, I believe thats what he is called? he admitted see-ing me trying to get comfy and thought thats how I slept ! I would not recommend this carrier to anyone . Also an elderly lady in the row behind me was also in a similar position to me . I feel you took Business class money from me under false pretences---- Shame on you ! As I understood it you treated your elderly people so much better than the treatment we had.
Have a nice day G.Biscoe NZ

Below is the text of a letter I sent to Singapore Airlines on their 'Contact Us' form on 9th October. This was followed up on 17th October. To date I have received no acknowledgement / communication from the company. I am disgusted that a company, held to be reputable, should treat it's customers in such a fashion:

Sandra D Horn - Locator / Booking Reference: S2Z6LQ & Ticket No: [protected]

The tickets for my recent trip were purchased in January and I was surprised to find, from such a major airline, that selecting one's seats incurred additional charges.
When web check in opened for my outbound flights I selected seat 74G for the PER - SIN leg and paid $22.30 for selecting the same seat on the SIN - LHR sector.
I checked in online but despite numerous attempts was unable to download my boarding passes.
I arrived at Perth airport early for check in and was given a boarding pass for seat 42J for the first sector and nothing for the SIN - LHR leg. The check in assistant was unable to give me any explanation but advised that I should go to their transit desk at Changi for my second boarding pass. She also asked if I would like my baggage checked through to London. As I was transiting directly through a major international hub (SIN), it was not a question I had expected to be asked.
The 42J seat was extremely cramped and uncomfortable. I have travelled on budget airlines that have provided better seats.
At Changi I explained my situation at the desk and provided my documentation. Again, the assistant could offer no explanation for this procedure but did produce a boarding pass for my second flight. Fortunately, the seat number of 60C on the new boarding pass caught my eye. This was after having presented the payment receipt for selecting seat 74G. When I queried this, the assistant was unable to give me any information other than that the boarding pass was for the seat allocated to me and that she could help no further. I was very annoyed that knowing the boarding pass was for a seat other than the one I had paid to sit in, your assistant did not have the courtesy of making mention of the change. It appeared obvious that she had hoped I would not notice until I was in the departure lounge!
It later transpired that the seating configuration provided by your website, when I selected my seat, did not match the aircraft in service on the SIN - LHR flight.
When I checked in online for my return flights to Australia, I selected seat 71H for the LHR to SIN sector and 57H for SIN - PER, which I paid for. There were no issues with online check in or printing my boarding passes. However, when I returned home it was to find that the fee of $14.80 for seat selection on the SIN - PER leg had been charged to my account twice. I have spoken with my bankers who have assured me that the duplicate charge is not an error on their part but that Singapore Airlines are responsible.
Lunch and breakfast were served during the 13+ hour flight from LHR to PER, which was hardly adequate and I am not a big eater.
On arrival at PER and having cleared immigration, I waited at the appointed baggage carousel until it was switched off. My luggage did not arrive. A report was made at the desk.
Terminal 2 at Heathrow is not one that I am familiar with and given the procedure there, with check in clerks handling multiple airlines and flights, I am not surprised that baggage is mishandled. Also of note is that it is a pointless exercise to be at terminal 2 for check in 3 hours before one's flight because of the way that check in procedure is handled. Another point is that it is necessary to wait and see if one's airline comes up on the boards, which turn slowly / periodically to display all the airlines that the bank of desks are handling.
When I arrived home, it was to find an email timed at 4:15PM (on 29th September), with a copy of my lost luggage report, which did not match the description I had given at Perth airport.
At 5.51PM a message was transmitted to me in which it stated:
We have located an item similar
to yours, when this is confirmed we will inform you.

At 4:36 PM the following day, a "DO NOT REPLY" email was received regarding my lost baggage (File Ref: SQ39402) advising of "a baggage delivery order created by PER - SINGAPORE AIRLINES." It included the text:
Once your baggage has been picked up by the courier it
will be delivered to the address provided. Please be
aware that this can take a variable amount of time
depending upon the number of bags to be delivered as well
as the time of the day.

As my phone number had been requested when the lost baggage report was made, I could not understand why all messages came via email. I do not have the internet permanently connected to my phone and only use the facility on odd occasions. When at home, unless I specifically check for incoming emails on my computer, I am generally unaware of them.
Because of the lost luggage notifications by email, I checked for new messages on a regular basis, whilst waiting to go out. Eventually I had to leave, but with concern, lest my luggage arrive while I was not there.
Your courier called my mobile while I was out, advising that he was en-route and of the approximate delivery time. It would have made perfect sense for me to have been advised that I would receive a call prior to my baggage being dispatched, to ensure that I would be at home to receive the delivery. You may like to note that a simple call to this effect would be likely to avoid further inconvenience to your customers.
In all, my experience of travelling by Singapore Airlines is not something that would currently engender recommendation for using your company.
Your comments would be appreciated, together with a refund for the service not provided and the overcharge to my account.
Yours faithfully
Sandra D Horn

Dear Sirs,
We wish to complain about our flight SQ317 being delayed by 7 hours on 23rd October 2019. The flight was suppose to depart at 11.25am from London Heathrow to Singapore arriving at 7.30am, but instead it departed at 18.30pm therefore we lost a full day in Singapore. We were very disheartened as we were only going there for 3 nights and had planned our itinerary in Singapore in advanced as it was our first visit there, but instead we arrived in the evening and could not do anything as planned.
We hope that you can provide some sort of compensation for the inconvenience caused and look forward to hearing from you soon.
Yours faithfully,
Waheeda Bungsraz and Roshan Bungsraz
Email- [protected]@gmail.com
Tel - [protected]
Mobile- [protected]

Upon getting off the plane (business class) in Singapore with two children and my husband who is disabled, I realized that I left my backpack behind. We were the last ones to leave the plane due to my husband's condition. He is paralyzed and had to be placed on a special wheelchair in order to fit through the narrow corridor. I informed the Singapore Airlines staff about having left my bag inside and was told that my bag would be brought over to the business lounge. I was under a lot of stress with the kids and my husband's condition and didn't insist on returning to get the bag. My bag was brought over but my laptop and cash was stolen. I informed the authorities who made me fill in endless forms and treated me as if I was at fault for forgetting my backpack (attached is the police report). It has been 4 months now. I received an email from the police stating that they have "exhausted all their resources in search for my stolen item". Singapore Airlines isn't willing to compensate as I did not have travel insurance. My Laptop and Cash got stolen inside the Singapore Airlines airplane. I paid a lot of money for those Business Class seats. I didn't lose or left it outside the airplane. It is the airline company's responsibility to provide a safe journey. I do not think that I need travel insurance to cover for items that are stolen inside the plane by the staff that the company is hiring.

I would like to be compensated for my loss by Singapore Airlines.

Lost my wallet on my travels with Singapore Airlines. After finding the lost and found (an extend affair trying to find it) the lost and found number never answers. Sent and email.

Later had a phone call from Singapore Airlines Australia saying the had my item and it would be returned upon my return voyage which it was.

Lost and found team finally and subsequently responded from "Lost and Found Team". (Love the personal touch). Advising my item had not been found.

The whole SATS Lost & Found Team experience was exhausting. If you can find a viable contact method as the phone number is never answered. Not that I would suggest contacting them is purposefully difficult. Impersonal, unhelpful and in the end a redundant exercise.

Kind regards

Jon Taylor - an actual person.

My name is vanna lim (my phone number [protected]) I took flight from melbourne to singapore on 27 oct 2019 my flight no. sq238 my seat no. 32e...
The flight attendant did not serve me the hot tower for the first time... and second time she did not serve me the food again... she did not pay attention to me as I took out the tray and waiting for her to ask me what food I want... but she did not ask and look at me at all... this is my first bad experience with sia since 1995... (I always flight singapore since 1995) in the air I went to complaint the gentleman name himself as the manager told me that, she (the flight attendant) jsut start work today... the first day of her job... this kind of excuse is not acceptable for me... I am not very happy and very disappointed with this service, it is really pain my heart... I might tell that I am very angry...