Singapore Airlines

Date of the incident: 2 Sep 2017
My name: Low Kwee Hong
My mobile number: [protected]
My e-mail: [protected]@yahoo.com.sg

Description of the incident: I am very frustrated and disappointed that the plane SQ 345 has departed Zurich airport on 2 Sep 2017 at 11.45am, and it has to make a detour back to Zurich airport due to some engineering fault. Initially, it was announced that the delay in flight was 2 hours; however, it was later announced that the departure was at 7.00 pm. When every passengers boarded the plane around 6.25pm, the plane did not take off at 7.00pm. It further delayed till 7.35 pm on departure from Zurich airport.

Desirable resolution of my complaint: I seek to request for a refund for the delay in flight SQ 345 on 2 Sep 2017 for more than 7 hours. My arrival time at Singapore Changi Airport was scheduled to be 5.55 am (Singapore time); however, I arrived Singapore Changi Airport at 1.30 pm instead.

Hi, I recently purchased an iPhone 7 for my father in the US and chose to fly with Singapore Airlines from SFO to Hyderabad Airport in India. Before boarding the flight, I diligently placed my valuables in the hand-baggage and was suggested by the SA staff to submit it for check-in and was reassured by them about its safety.

On reaching HYD, my lock was broken and the contents stolen. I have enough evidence (Pictures, bills, police complaint which states that the Bag arrived at the HYD airport broken) against them and yet there is a constant delay in their responses. After having waited for a month, they are now accusing me of a false claim. Ignoring calls texts and e-mails is not something that is expected of a company such as Singapore Airlines which boasts about high-order of Customer Satisfaction. This has rather induced a high amount of stress in me, their utter disregardful attitude and neglect is getting on to my nerves.

Hoping to hear from them soon.

To whom it may concern, I have contacted Singapore Airlines on 11th August and to date have not received a reply.
On 5 August Flight SQ319 my husband and I flew from Heathrow to Singapore.
When it came time to issue out special meals I received my Lactose free meal. Upon opening the meal, the smell was so bad I instantly covered it up uneaten. Thought I couldnt go wrong with salad. put dressing on had a mouthful and it was the worst tasting thing I have ever experienced. The roll was also rock hard.
We reported it to the staff but all he could do was smile. I believe this meal somehow had slipped through the system and was very old. Within 45minutes of eating, I had to go to toilet. Fortunately it was engaged so I waited.. Next thing I remember was waking up on floor with staff around me. The galley was closed off and I laid there for a long time. I had been unconscionable for a short time, upon waking felt very sick..
The staff were extremely attentive, but once I felt a little better was sent back to my seat...41E.
I should hate for anyone else to suffer like I did because of bad food.
The reason I am writing this is because I was asked to put in a complaint inboard and was assured that Singapore Airlines would contact me with regards to this matter..Been 3 weeks and still nothing..
This does leave a very bad feeling for future flying especially with Singapore Airlines..

Lorraine...Cairns Australia...

Lousy KrisFlyer Contact centre. They are simply a vendor that SQ has engaged, a lot of internal policy and procedure but SQ has verified is not SQ's policy. Have to beg for manager calls for at least 5 times.
If Agents are not fully trained. Please do not let them answer calls. Its quite frustrating and time wasting for customer if the agents are not able to assist. I have encounter 5 times in a day that Agents have advised they are not fully trained, arrange callback within 24 hours..no callback.

these bad encounter make us feel disgusted and do not want to fly with SQ. Request for full refund (for non refundable ticket) reason is SQ did not compensate anything for their Contact centre lousy service.

SQ does not want to win back dishearted customers. SQ did not value about its customer. They are business minded, not customer oriented airline.They are too arrogant and don't mind to lose its customer. They decline my request yet again thus we will boycott SQ forever, we don't mind to lose 1500 SGD just to see SQ true colours.

To all who travel with SQ, good luck. make sure you wont have any changes which require to call their KrisFlyer contact centre. you might be the unlucky one to received their worst airline service.Good Luck.

I will post all online forum that can feedback about SQ lousy service to serve as a warning to others who wish to fly with SQ. However I do not know how to proceed to search for other online fourm. If you guys have suggestions, please let me know. I want the world know SQ is not customer oriented airline.dont deserve to be number 1 in the world

My husband and I flew on flight SQ23 from Perth to U.K. on the 9 sept.
My husband Robert Alstin spent two days feeling very ill after eating the seafood dish.
We were supposed to have 45 minutes before boarding the flight to the U.K. but we were rushed into the connecting flight without having a chance to get a bite to eat and stretch our legs. My husband was moody and frustrated as a result and I ended up with a huge headache and became very distraut as I'm sure your cabin crew can confirm.
To top it all off, my laptop is missing from my checked luggage.
I have contacted Singapore Airlines about this under my name (Deirdre Wills)
I'm SO dissapointed in my experience with your airline.

Hi Team,

I have sent 2 emails on the 9th and 15th August 2017 no reply

I have a complaint to make in regards to my baggage.- A3990/ SQ391 / SQ11 Athens to Sydney 05/08 – 07/08

When I arrived at Athens Airport on the 05/08 I asked the girl at the counter if I could put one of my cabin bags to be checked-in as I had to carry a medication bag for my son’s food allergies.
The girl said that that bag was too big for the plane I was boarding and will need to be checked in anyway, I asked her how much it would be and she said not much
Even though both my other 2 bags were under 30kgs.

I went over to the baggage counter and the girl calculated something like $714 Euro (see attached) I told her I would rather carry my cabin luggage on the plane so when she called the girl at check-in she had already sent my luggage to be loaded on the plane, I had no other option but to pay the money she was requesting to get my boarding passes and get on my flight from Athens to Turkey. (transit)

When I arrived in Sydney 07/08/17 my bags had not arrived in Sydney, I was the last one waiting with a child at the carousel waiting for my bags for over an hour.

I was told to go to Baggage services and fill out a form and they will locate my missing luggage
I called the next day and was told my bags have still not been located, no one had called me to advise me if my bags had been found.

My 3 pieces of luggage (2 large suitcases and one small cabin bag) arrived on the 09/08/17.

I wish to be refunded the $714 Euro I was charged by Aegean at Athens airport, I had no time to escalate this matter at the time.

Could someone please call me on [protected] to resolve this matter.

Just another complaint in regards to my son Georgio’s Allergies on board .

***This was the first time I have travelled to Athens with Singapore airlines, I also had a few issues with my son’s allergies when checking in Sydney to Singapore on the 29/06.
Even though my travel agent had noted egg, dairy and peanut allergies and when I checked in on-line I also noted his allergies when I got to the airport no one was aware and the lady at the counter said we take these matters seriously, and I said so do I.(I am very anxious about food served to my son on a plane).

My son had no meal available on the way from Sydney to Singapore nor from Singapore to Turkey, Aegean flight from Turkey to Athens had no egg dairy or peanut free meal either. I was told by staff to call and make sure I confirmed my sons egg/dairy and nut free meal for the return trip home on the 05/08

I called Singapore to make sure that on the way back it was all sorted, I even emailed my travel agent to confirm for the return trip, egg/dairy, nut free meal for Georgio my son..
When I got on my return flights they had both me and my son as dairy and nut free meals (they forgot about the egg)
One of the flights – I think it was Turkey to Singapore my son was served an omelette

The reason I had wanted to check in my sons cabin bag on the way back, was because I had my sons medication bag (Epi – Pen and antihistamine etc..) with me and some food, just in case there was none available for him on board the aircraft as he was very hungry on our flight over to Europe, I didn’t want to carry too much on the plane just in case there he had an allergic reaction to any of the food on board (anaphylaxis reaction).

Sorry for the long email but I just hope that if I decide to travel with Singapore Airlines I do not have any issues in future, I travel quite regularly to Europe with my son and have not had any issues.

Regards,

Effie Skalkos
Systems Analyst

1 King St
Concord West NSW 2138
Ph [protected]
Mob +[protected]

Hi, we are more then 400 group of indian people in auckland new zealand regularly travelling to ahemadabad, gujarat, india using singapoure airlines . Now you tie up with most recist airline staff with air new zealand. It is humble request to stop sharing plane with air new zealand for auckalnd to /from singapoure as we book to singapoure airlines not air new zealand.
We are very disapppointed with service of air new zealand and will stop to use singapoure airline if they continue wih air new zealand this as we paymore and get zero service from air new zealand.

This is not a huge complaint, so much as feedback . I flew yesterday from London to Singapore with my two young children and myself . Usually I love Singapore Airlines and will choose them over BA to fly to the U.K. as usually I find SG so professional and friendly- particularly if I am traveling alone with the children . However on yesterday's flight staff were not at all friendly and service was slow and at an absolute minimum. There were several small incidents such as only one of my children being given a child's pack, which was simply thrown on the seat rather than presented with its usual smile. The child without a pack was obviously very disappointed not to receive anything . I then asked twice for child's headphones and never received them . I then spent the next 12 and a half hours fiddling with the adult headphones and trying to keep them in the children's small ears . I also found the female staff to be very bad tempered, rude and snappy at my daughter about window shades and never returning a smile or a thank you with the usual ' your welcome' despite me being hugely over the top in my politeness in an effort to elicit some warmth from my one of your female crew.
There was also a drastic reduction on the number of drinks or snacks offered on the flight and staff would frequently stalk past not noticing your hand was up to ask for a drink or snack . The flight was very long with such an enormous gap between lunch being served and breakfast being served and I overheard several people commenting on the lack of drinks and snacks provided in between. I know on the flight out the staff had been so much more proactive about ensuring snacks and drinks were frequently on offer and people traveling with young children were happy and content . The staff made no effort to help me getting off the plane despite traveling alone with two young children and many bags . Usually they are always helpful at getting bags down or at very least smiling at the children in encougement .
All in all, I left feeling disappointed and mosr certainly did not feel I had experienced the usual level of service synonymous with Singapore Airlines .

To whom it may concern

Re: complaint regarding airmiles ([protected])

I am writing to complain about the air miles I have accrued over (81, 0000) and the fact that I am unable to use these miles before they expire in December. I have contacted your office and despite given over 30 various days in which I could fly from London to Australia (run). These dates span from August through to December. I have been informed however, by your staff that none of these dates are available to members holding air miles.

As a loyal customer who has flown with Singapore airlines for over 10 years I find this unacceptable and misleading. I feel Singapore airlines have been very misleading in their information to the general public.

I would like to see this situation resolved immediately so that I can use the air miles that I have accrued before they expire in December.

Yours Sincerely

Lisa Ambrose

The check-in counter staff was completely untrained and made me wait for 1.5 hours while they were not able to check me in. They said they were unable to locate a ticket number despite the fact that I had a confirmed ticket, my reservation number, all the documents and confirmation numbers. Singapore airlines needs to hire better staff or provide more training.

I am a PPS (priority) member of Singapore Airlines. It has been a week since SQ lost my luggage, and they have been extremely unprofessional - Refused to update me details about my luggage and refused to give me compensation at all. All they can say is they are looking into it.

Date of incident: July 26, 2017
PPS Number: [removed]
SQ 952 from NYC on July 24, to SQ 25 to Jakarta on July 26.

Resolution: SQ must compensate me immediately. Receipts of goods lost by SQ can be made available upon request.

We took a flight from Singapore to Male and upon landing into Male we found that our luggage had it's TSA lock broken and the zips had been physically cut. It was obvious that there was intent to break into our luggage and we noticed that our belongings had been rummaged through. The local staff at the Male airport ensured us that the matter would be investigated into and we would have an explanation as to why someone at Singapore Airlines had broken into our luggage. We specifically brought a good quality suitcase with a TSA lock so that the airport staff are about to unlock our luggage safely should they feel that it contains dangerous goods or is a threat to the aeroplane.

We chose to take up the issue after leaving the airport as it was obvious the airport staff had no idea who to even begin asking for answers. We followed up with them a number of times and when we finally got a response they said the following :

"Apologies for the inconvenience caused.

On 29 June SQ452 arrival the bag was checked and was reported for the damaged for zip hinge & physical check was done for anything missing from bag. Kindly note we will not be able to compensate the damaged for Zip as per the condition of carriage.

We have checked from Singapore and Hongkong for any additional screening done for the baggage and found nil irregularities

Please note the SIA Conditions of Carriage, as follows;

"Except as the applicable Convention or other law may otherwise require, we do not assume any liability for normal wear and tear to baggage, which includes damage to or loss of protruding parts of the baggage, including, by way of example, straps, zip, pockets, pull/broken handles, hangar hooks, wheels or other items attached to the baggage."

As a courtesy, we have already provided a report for insurance claim. "

There was absolutely no explanation as to why someone had broken into our luggage and there was no offer to fix our damaged suitcase. The way they had cut into our luggage was like someone had broken into our house. I understand that luggage can get damaged just from natural handling but I am talking about our luggage getting deliberately broken into! This was the first time flying with Singapore Airlines and will definitely be the last. I have no idea how they even win some of the awards they win. I will definitely be ensuring that my friends and family also avoid this airline at all cost!

Good Morning to whom this may concern,

Just for starters, I never make complaints as I know people make mistakes and these things happen, though a huge company such as Singapore airlines and DNATA baggage services shouldn't have any problems finding a suitcase which should have been packed in from Thailand to Sydney.

I flew first with Silkair from Phuket(Thailand) to Singapore on Friday the 28th of July 2017 on flight MI755 and then flew with Singapore Airlines SQ231 and landed in Sydney on Saturday the 29th of July 2017. My Partner and I both checked in our suitcases in Phuket and directly asked the man at the counter to get them to Sydney. My partners bag made it to sydney mine didn't, and again I understand mistakes happen, though I packed all the clothes in there that I would wear daily and I have had too wear clothes which hardly fit and have had to cancel appointments and gatherings with people due to not having the correct dress code to be able to enter certain facilities. My partner packed all her makeup in my suitcase and has had to go out and buy all new makeup. Currently she is not working and this has really cut into our financial budget.

Singapore Airlines and DNATA baggage services, a few days to find the bag would be fine, but 6 days without any findings when each individual bag should be tracked by your companies. At the Sydney airport I was told my suitcase hadn't left Thailand, then next day I get called from someone in Thailand saying it's not there either. Not very pleasing to hear from my end at all. I do thank the people which have worked on finding my luggage but I don't believe it is good enough at all and am very displeased with this service. First time with Singapore Airlines and after this experience could be the last.

Regards
Nathan SMITH
[protected]
[protected]@hotmail.com

I wish to convey my encounter with the check-in counter on 24 June 2017. His poor knowledge of check-in workflow has costed me an expensive penalty of rescheduling my flight. My experience was as such: On 24 June 2017 I was scheduled on the 9:25am flight onboard SQ12 to Los Angeles LAX with a layover at Narita airport. I was at Terminal 3 Row 6 where the check-in counter staff, Henry Chai (or Chia), served me. During check-in, upon realising I have yet to apply for ESTA, Henry simply instructed me to apply for ESTA over the internet without providing me the exact, official ESTA website to look for. As a result, I googled ESTA USA and unknowingly applied to an unofficial ESTA agency website. I was then asked by Henry to wait for 20 minutes for the approval to be reflected in the system. Since I applied to a bogus website, my ESTA was not approved. It was only after Henry's colleague assisted him for me that I did manage to apply to the official website later. However, all these were too late as at 9:15am, it was impossible to board the plane. Have I been provided with the right information regarding the application for ESTA visa waiver, I would not have missed my flight as the approval process took less than 5 minutes.

Henry's poor knowledge on US customs and visa requirements has costed me to miss my flight and as a result I had to pay an additional almost S$1.2k to board the next day flight to LAX. I finally took the plane SQ12 to LAX on 25 June 9:25am.

[After repeated explanations by Singapore Airlines that it is the responsibility of the customer to check visa requirements - I don't buy this story. This is their response.]

"We are writing to follow up on our conversation dated 2 August 2017 at 0948 hours.

We would like to assure you that we are fully apprised of your concerns. We have communicated with you and with your father, Mr Bernard Lee on several occasions. We have also consulted the management on your case and are of the view that the revised offer is a reasonable one.

We are sorry to learn that you remain disappointed with our service recovery efforts (10, 000 KrisFlyer Miles) and revised goodwill offer (as stated below). Our position remains unchanged as mentioned in our conversation.

We wish to explain that visas and immigration requirements fall under the care and responsibility of the passengers. We seek your understanding that the airline cannot be held responsible if a passenger is denied entry and/or deported by any local authority. As such, we regret that we will not be able to accede to your request of compensating 50, 000 KrisFlyer Miles on this occasion.

We hope that you will re-consider our goodwill offer of crediting the shortfall to accumulate 30, 000 KrisFlyer Miles in your account. These miles are valid for three years and may be used towards upgrades and award redemptions but do not count towards status qualification. The miles may also be utilised towards purchases made via our KrisShop website (http://www.krisshopair.com). We would appreciate it if you could let us know by 16 August 2017, after which this offer will lapse.

We seek your understanding that this is our final position and we will not be corresponding with you further on this matter.

Yours sincerely

Robin Joseph
Customer Affairs Supervisor
Singapore Airlines Limited"

AIR FREIGHT TO SFO NOT REACHED AFTER 10 OF BOOKING

The subject shipment has still not reached SFO even after 10days. The buyer placed the order through air due to the urgency of the goods. Till now you have not initiated any kind of responsible moves intimate about the delay or issue. It clearly shows you are irresponsible on the way of taking booking and ignoring to deliver the goods to the destination in time. We are about to loose the order and due to this delay the Shipper who is a regular exporter has to suffer serious damage to their trade name. Tracking details shows the part shipment movement from COK to SIN is unclear. The Shipper is asking for a clarification why the shipment has not delivered with 10days even after the part movement. The shipment was very urgent to the buyer. We are forced to take legal actions since there is no responsible move from Airlines. Therefore you must give us a detailed explanation in written or mail. Non acknowledgement of the above compliant will also be considered as serious ignorance from the airlines part. Now the Shipper is forced to take back the shipment as the buyer is not accepting the goods which is certainly not delivered in full to the destination.

Awaiting Acknowledgement to below mails
[protected]@phvalueshipping.com
[protected]@phvalueshipping.com

Made reservation O3BQZT via travel agency, for a round trip leaving on 26 July 2017, returning on 29 July 2017, together with my other 5 friends.

Unfortunately, my family member passed away, hence unable to leave on 26 July 2017, attending funeral.

However, received feedback that return flight will be forfeited due to "no show", despite the compassionate situation.

Finally, TZN2MA issued splitting me from the rest 5 pax reservation from O3BQZT, after submitting death certificate for necessary review. Was told by Customer Service office trip has been canceled/deleted, and ready for cancellation and refund process.

Exchanged couple of phones call with SIA, but come back with all empty promises. One promised approval for refund, but travel agency needs to initiate refund process, which is understandable & acceptable.

However, travel agency feedback that refund not successful. Travel agency escalates to SIA sales appealing for refund, but requested to resend all necessary and subjects to approval after 1 to 3 MONTHS review!

Really begging and at SIA MERCY. REALLY THINK TWICE before deciding to FLY with SIA!

To whom it may concerned

My name is Cheyanne Ou and although I had used your airlines service but yesterday was my first time using my Kfly number ( [protected] )

My family of 3 had traveled from Sin to Adelaide via Perth on 22nd July 2017. After a long flight, we had finally reached to our destination and we're looking for the long awaited shower but to our shock, all clothes, books etc were all soaked with water. We could get our shower but we have nothing to change to and worst of all, it's a Sunday night in Adelaide, almost all shops are closed and now coming to my biggest nightmare, my daughter is supposed to return to her school after her break tomorrow and now I think she'll have to skip school because no dry clothes and I have to throw a few of her school books away due to damages. As it was raining in Perth, I suspected that the ground handling staffs had left our luggages out in the rain for a while. Am pretty sure is not from Adelaide as it was not raining when we landed and the luggage came out within reasonable time. I am super upset and very disappointed with this handling of my luggages and will appreciate that your airline will give me a good explains tion with my case. Thank you and looking forward to hear from you very soon.

Regards

Cheyanne Ou
Sin - Perth, seat 33E
Perth - Adelaide 11A

Hi,

I understand that there can be problems and that safety is very important to you. However, after suffering a 20 hour days on the way to Sidney (Heathrow to Singapore leg) I am very frustrated and disappointed to find that my return journey has also been delayed by 2.5 hours. This means I will miss my connection at Singapore and therefore be late back to work in London.

Best wishes,
Rebecca Gough

Hi.
I would like to express my disappointment with Singapore Airlines flight delay from KL and consequent delay in assigning our baggage to SQ223 on 23/June 1017. As our last night of holiday was special to us we booked into the Crown Towers at Burswood for a special treat, du to not having any clothes to change into we were no able to use the full facilities of the establishment. An apology goes nowhere enough to compensate us for this outcome.
Bags were delivered to hotel around 0145 am 24June 2017.

Mark
[protected]

Singapore Airline flight SQ33964 on 23/7/17 Singapore to Perth, handled through dnata.
File reference is AHL PERSQ33964

My mother was travelling from Auckland, New Zealand. She had a major knee surgery few months ago. So she was on wheel chair assistance. We went to the counter to check in her baggage. The girl at the counter was very behaving very rude. We requested her to check in my mum's handcarry (7kg) but she refused straight away. I told her the reason and requested again. But she said i will but you will need to pay extra. My mum has travelled in other airlines but they have always checked in all the luggage so that she can travel without any luggage. When she spoke to a person beside her in the flight her hand carry had been checked in with her other baggage. My mum felt very sad and offended that different people were treated in a different manner. If it was a rule or policy everyone should receive the same treatment. When she arrived in Singapore the wheel chair assistance staff put the hand carry luggage on her knee. And my mum suffered pain all through her journey. Singapore airlines should train their staff to treat elderly people with respect. The staff should be trained thoroughly. Some of them don't smile. They behave in a very rude manner. I don't know where else I should complain about this unfair treatment given to my mother. Really really upset