Singapore Airlines
Reviews and Complaints

ought a 2 way business class ticket with SQ costing SGD 9,000. When making the booking , the browser auto complete the middle name as last name. I request the change to the correct surname and I was asked to pay USD 50 for surname change. USD 50 is a small sum of money compared to the air ticket but SQ insist on charging while my experience with other airlines are much more gracious, I was never charged once for the same situation before.

Why can't they made the middle name field available as an optional field to avoid "autofill" mistake?

#SingaporeAir

#FlySQ

#SingaporeAirComplain

#BadServiceSQ

#SingaporeAirlinesSucks

#SQFail

Dear Singapore Airlines Customer Service,

I was traveling on SQ 287 from Singapore to Auckland, which was delayed, causing me to miss my connecting domestic flight. While I appreciate that the airline has provided me with a free ticket for tomorrow, I currently do not have any accommodation for tonight.

As the delay was not due to my fault and has directly impacted my travel plans, I kindly request that Singapore Airlines provide me with complimentary accommodation for tonight. I would appreciate any assistance you can offer regarding this matter.

Thank you for your time and consideration. I look forward to your prompt response.

On travelling from Cairns to Bangkok via Singapore one of our luggage was damaged. The Singapore Airlines Baggage Handling Staff were helpful in processing our claim after noting and processing our luggage claim. They informed us Singapore Airlines would be in touch. However to this day we have not heard of any follow up.

Here is the email I sent requesting follow up since the incident last December.
____________________________________________________________
Dear Singapore Airlines,

Happy New Year. On a flight from Cairns Australia on SQ204/27Dec/SQ706/28Dec to Bangkok our luggage was damaged as found on the baggage carousel at Suvarnabhumi Airport. Please see attached photos’. The damage was extensive to the point we had to purchase a replacement luggage. It was beyond repair, ie totally broken as attached in the photos’.

Also attached is the Damage Report as logged by the Suvarnabhumi Airport SQ Baggage Claims Personnel.

Whilst in Bangkok we had no choice but to purchase a new replacement suitcase to continue with our journey as the suitcase was un-useable in its damaged state. Please see attached receipt for the replacement baggage purchased later that same day. This came to a total of Thai Baht3900

The purpose of this email is to request replacement cost of the damaged luggage due to the negligence of the SQ Baggage Handlers’ in Suvarnabhumi Airport. Can you kindly compensate me with a cheque for the equivalent amount of 3900 Thai Baht? I can be contacted on this email address.

Kind Regards
Christopher Tsang
____________________________________________________________

Subject: Urgent Assistance Needed: Expired Ticket Booking Issue and Unsuccessful Contact with Singapore Airlines

Dear Nodal Office, Grievance Officer,

I hope this message finds you well. I am writing to seek urgent assistance regarding an issue I have encountered with a flight booking made through MakeMyTrip (MMT), as well as my unsuccessful attempts to contact Singapore Airlines.

Last year, on March 28th, 2023, I made a booking through MMT for a flight from Mumbai to Cairns, Australia, with the intention of traveling on May 27th, 2023. Unfortunately, due to unforeseen circumstances, I had to cancel my travel plans and keep the tickets open for future use.

While MMT verbally confirmed that the ticket was kept open and could be utilized later, there was no written confirmation until I followed up. The confirmation received indicated that the tickets were kept open until March 28th, 2024. However, it did not specify that the travel date also needed to be before March 28th, 2024.

Since 13th March 2024 I have been trying to rebook the tickets , I encountered significant challenges due to the inefficiencies in MMT's system. Each time I contacted MMT for rebooking, I had to explain the situation repeatedly, and there were delays in resolving the issue. The MMT system did not show my ticket to be open hence did not allow me to book. Each time I contacted they said the system shows that I had taken the flight or that booking was cancelled and did not allow me to book. Each time I explained and each time they said they would speak to Singapore airlines.

On March 27th, 2024, I promptly requested to book tickets for May 11th, 2024. However, I received no confirmation. Subsequently, I contacted the service desk again and had to repeat the entire process. Today, March 29th, 2024, I was informed that MMT refused to book my tickets as the airline indicated that the ticket was open until March 28th, 2024, implying that I had to travel before or on March 28th, 2024.

In my attempts to rectify the situation, I also tried to contact Singapore Airlines directly, as they were the operating carrier for the flight in question. Despite having the PNR, I encountered difficulty in reaching their customer service, and my efforts to resolve the matter directly with the airline were unsuccessful.

This situation has caused significant mental distress and anguish. Additionally, the inefficiencies in MMT's system have led to multiple queries and delays in resolving the issue, resulting in further frustration and inconvenience.

I kindly request your urgent intervention to resolve this matter and allow me to book the tickets under the expired ticket conditions since I have already made the payment and it would not cause any financial loss to MMT.

I trust that you will investigate this matter thoroughly and take appropriate action to rectify the situation. Your prompt attention to this request is highly appreciated. Kindly acknowledge receipt of this email at your earliest convenience. Enclosed are the proof my queries raised with MMT over mail and app which evidence my sincere attempts to book my tickets.

Thank you for your understanding and cooperation.

Warm regards,

Vinod Khot

Mob: [protected]

[protected]@hotmail.com

MakeMyTrip Booking Reference Number: NN2T4F5TJOAS8FSN6387

Singapore airlines PNR - 53TVBF

Singapore airlines Eticket no 618-[protected]

I requested a refund for flights:
This is the message from E-dreams
Hi Adele,
Your trip cancellation is confirmed and your refund of AU$ 1782.90 has been issued. It should appear in your account within the next 7-10 days.
You’ll find all the details of your request below.
eDreams booking reference: [protected]
Trip cancelled
Refund issued
This is the notification I received from Singapore Airlines:
Refund notice: 618 [protected]
Place of Refund:
Date of Refund: 12 March 2024
Ndc
Ndc
Sydney
Sydney
Refunded Tickets: 618 [protected] 1234
AMSTERDAM/KIM MISS
Refund Information
Coupon: 618 [protected] /C1 From: MEL To: SIN
Coupon: 618 [protected] /C2 From: SIN To: HKT
Coupon: 618 [protected] /C3 From: HKT To: SIN
Coupon: 618 [protected] /C4 From: SIN To: MEL
Fare Refunded: 805.00 AUD
Tax Refunded: AU 70.00 AUD
E7 1.50 AUD
E7 1.50 AUD
G8 0.70 AUD
G8 0.70 AUD
L7 6.80 AUD
SG 13.80 AUD
TS 31.00 AUD
WG 8.68 AUD
WY 52.23 AUD
Admin Fees: Cancellation fees - 805.00 AUD
Net Total: 186.91
Refund notice: 618 [protected]
Place of Refund:
Date of Refund: 12 March 2024
Ndc
Ndc
Sydney
Sydney
Refunded Tickets: 618 [protected] 1234
AMSTERDAM/ADELE MISS
Refund Information
Coupon: 618 [protected] /C1 From: MEL To: SIN
Coupon: 618 [protected] /C2 From: SIN To: HKT
Coupon: 618 [protected] /C3 From: HKT To: SIN
Coupon: 618 [protected] /C4 From: SIN To: MEL
Fare Refunded: 805.00 AUD
Tax Refunded: AU 70.00 AUD
E7 1.50 AUD
E7 1.50 AUD
G8 0.70 AUD
G8 0.70 AUD
L7 6.80 AUD
SG 13.80 AUD
TS 31.00 AUD
WG 8.68 AUD
WY 52.23 AUD
Admin Fees: Cancellation fees - 805.00 AUD
Net Total: 186.91 AUD

On my flight SQ335, CDGSIN on 12-11-2023, I requested crew to store my two boxes of Laduree macarons (put inside a paper bag) which I tied up. When returning to me, there was only one box inside the bag and the way it was tied had changed. I was surprised. Crew told me it was stored with the paper bag inside the chiller which they kindly showed me after flight landed. So, how did the macarons go missing? It was really a mystery! Just when I was finding out more details from the crew, the crew mgr (one guy) told me I could inspect his crew’s bags to see if anyone took it. I was very shocked by the suggestion. I asked him, for a mere box of macarons, do I really have to do that? If I lost my diamond ring, maybe I should. Oh but the mgr ‘insisted’ and said ‘I am sure you want to get up the bottom of the matter and we also don’t want you to accuse us later…’. I was even madder. Instead of expressing sincere apologies, he just wanted to end the issue with a search and seems just wanted to brush it off by saying that if there’s nothing that can be found, then so be it! Is this SQ’s protocol of dealing with complaints? Anything missing - just search ! I am amazed by his professionalism’coz to me, it was a sacarstic remark. In fact I should say, if I want to search, I should inspect their stomach because they could have ate them! To me, I was very sad that things went missing, but to make it worse, it was the attitude of that crew manager.

And, to top it up, it has been nearly a week since it happened, I heard nothing from SQ! Crew told me it was logged as an incident report and someone would contact me via email and my contact details was verified. I also put in the feedback via the email ‘voice of customer’ but no reply yet. Was told it will not be handled so fast. Is this acceptable? I thought QSM replies supposed to be within a week latest? So, I shall see how long this feedback get handled.

Seats that we paid for and confirmed very much earlier had been unfairly re-assigned later on to another person who was their preferred customer without first obtaining our consent or approval;

SIA customer service gave us the explanation that the seat was re=assigned due to flight schedule change but it turned out to be false and inaccurate. When they realized, they were wrong, they subsequently changed their position to cancellation and re-booking of our flight by their customer service agents.We did not cancel the flight and it was an error committed by their customer service agent. Customer service agent inadvertently cancelled it and they corrected their mistake by re-booking it again. When the customer service agent re-booked our flight they ensured us that our original seats selection would be the same and it would remain intact. We periodically checked with the customer service agents to ensure that our original seats selection were intact. They confirmed and re-confirmed that our original paid seats were unchanged. We also went into their on-line booking website to confirm that our original seat selections remained intact. On checking in (2 days before flight), we discovered that one of our paid seat was re-assigned to another customer without our prior knowledge and approval. We discovered our seat was re-assigned to a standard seat at the back of the plane. Immediately. we called the customer service agents on the phone to reinstate our paid seats back but they refused to do it. The customer service agents on the phone did not converse well in English and they gave us all the wrong information regarding the seat change. It was extremely difficult to get through to them on the phone and we had to wait for a long time before we could speak to someone. Since customer service agents refused to correct their errors, we had left with no option but to go to the headquarters at Changi airport to address their errors with senior management. Unfortunately, senior management there could not be reached. The duty manager at airport informed us our paid seat had been changed last minute due to preferred customer of SIA had kicked us out due to his importance. It was unprofessional and unethical for them to do that. We had to verbally fight all the way through at each encounter. Even at the gate, we had to argue embarrassingly to get our seat back when the gate manager had to seek approval from the preferred customer. Escalated the complaints to the senior management (CEO) who did not even respond to our complaints. Actual costs incurred to resolve the airline mistakes amounted to SGD429.65 and they only agreed to issue a voucher of SGD75 which is inadequate to compensate for the actual costs incurred. Moreover, the above costs do not include the additional inherent cost of lost vacation time and stress/frustrations to deal with their mistakes that they had created for us. Customer service investigation focused mainly on the outcome but do not address and provide fair customer resolution to their mistakes they had committed. The last response received from the customer service agent was that they are happy with the investigation and no further communication and action would be taken i.e. refused to address their mistakes committed and refused to compensate fairly the costs that we had incurred.

Hi,

I booked this ticket on April 17, 2023 for Rs 53,015 which was said to be a refundable ticket.

Due to some circumstances I cancelled my ticket and I was suppose to get my full refund.

I talked to my agent, he has only given me Rs 23,245.

Agent said he can’t do anything and I need to talk to the airlines regarding this matter.

I tried contacting you guys but didn’t found a way.

I have attached the ticket. Please have a look at it.

Please help me with this as I am being helpless now and kindly update me.

Regards

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.

Booked and paid for return flight to London [protected].

Flight to London good. Return flight check-in not allowed until 48 hrs before take-off for flight SQ317. Checked in at 1125 on 13 09 2023 my wife and I were allocated non adjacent seats. Tried to change seats no others available. This must mean everyone else had seats allocated before check-in. Considering we had booked seats over 6 months before I feel we were very badly treated by the world's best airline 2023

I flew via Singapore Airlines from MEL - SIN - DEL on 25th March and one of my baggage didn't arrive with my luggage, upon checking the team at Delhi airport informed us that the bag was left at Melbourne airport and will arrive on the next flight and would be delivered to my home location. After 3 days when my bag arrived, it had the following issues:

1. Tje bag handed over to my grandmother arrived in a dirty condition, and it had missing content i.e. my shoes were missing (clearly someone opened the zip and took out my shoes - a matter of theft, photos attached)

2. The content of the bag was broken despite marking it as fragile at the Melbourne baggage drop counter and the lady attaching the fragile sticker (photos attached)

3. As my baggage didn't arrive with me when I landed, it had items that I needed for my travel purpose (a family function for which I flew from Australia to India) and I had to buy new items (receipt provided)

I reached out to the claims team ([protected]@singaporeair.com.sg) at Delhi airport and have been following it up with them for the last 3+ months and made numerous calls to the baggage team as they remember my case. To my disappointment, they have taken no responsibility for of any the above-mentioned items.

I fail to understand how they can neglect such a serious matter and not take any accountability for theft by one of their team members.

I hope you will take this matter seriously and will compensate me for my loss.

My husband David Fisher and I travelled from Kathmandu via Singapore to Perth Business Class with Singapore Airlines on 12th September 2023 . We are not regular Business Class travelers and this was a special occasion to celebrate our wedding anniversary. Our Flight from Kathmandu was SQ441 and I was seated in 11K. The seat adjusting mechanism was faulty and I was unable to adjust the seat without the assistant of the flight attendant which was embarrassing and inconvenient. Our flight from Singapore to Perth was SQ223 I was seated in 20F. We had pre booked our meal which was a great option however my meal was not served until well after the remaining passengers received theirs. I pressed to button to get flight attendant inform the cabin crew twice but this was not noticed. I was not offered the bread option or the coffee option. I feel this is below expectation for business class and certainly did not compare to my previous experience flying QANTAS. On arrival in Perth I noticed my luggage had been tampered with. In Kathmandu I was unable to locate my padlock so I used a piece of string to tie the two zipper ends and the reinforcement hole together. I used 6 knots with the aim of deterring anyone trying to unknot them. However on collecting my luggage the string was gone the zipper ends were apart, the bag slightly open and the side straps undone so they could access the contents. My luggage tag was [protected]. Photos were taken at Perth International Airport.

I am reaching out because for months and months Singapore has been giving me the run around regarding my $1,900. I have a confirmation number and they have never honored my voucher they keep telling me to call Gate 1 after months and months of me calling. I called Gate 1 tons of times and they keep referring me back to Singapore. Last week Singapore airlines said my voucher expired in June and they will not honor it. Gate 1 also told me that they reached out to Singapore airlines and they told them the same thing. Singapore told me that Gate 1 reached on. WHy not help me the first time instead of sending me back & forth wasting my time now my $1,900, This is not right after being told to go back to Gate 1 when SIngapore booked the ticket is NOT OKAY. Taking $1,900 is wrong!

This was supposedly forwarded to your company by our Travel Rep. He has not recontacted us about this, therefore I am forwarding this to you for resolution.

From: Phillip Symmans

Sent: Thursday, 22 June 2023 8:38 AM

To: Larry Sayer (AU)

Subject: Reimbursement from Singapore Airlines

Larry

No, there is no Doctors Certificate.

Once again it is like explaining to a five year old child , the UK medical system is almost the same as Australia’s. One does not simply walk in to a Doctors and see one. It takes an appointment to see one, and in the UK similarly to Aust, there is a two to three week window in which an appointment can be made.

Given the short time frame between Marian’s accident and our departure to Australia, it was inevitable a Doctors visit/appointment was not viable. Her injury was simply bruising and she was able to walk from Tml 2 to Tml 3 unassisted, therefore we should not have had been relocated.

The ultimate fact is that an employee of Singapore Airlines (without any Medical qualifications), made her own diagnosis and changed our paid for seating to the ones we had coming home. I do not therefore consider a request to be reimbursed in any way outrageous to Singapore Airlines. If they want, take the monies owed out of their incompetent Supervisors wages.

She also had the audacity to order a wheelchair to take Marian from inside the Security area to the Departure Lounge. Marian had only bruises on her left upper arm and her back. Despite this, she walked 15 minutes from the Security area to the Departure Lounge without any problem.

Any entirely over the top reaction by the medically unqualified Supervisor

Still unhappy

Phillip Symmans

8/8 SQ232 SYD to SIN, Business Class. 7.5 hours flight and 6 passengers travelled together; my name is Ji Yueh Er cell: +886-[protected]

There is a kid with parents sat 17D. The parents played with the kid making all the noise even when the lights are off in cabin. No flight attendants talked to them not affect other passengers, but one flight attendant even joined them to play hide and found with the kid making even louder noise and woke us up. I stood up with anger and said to her "are you kidding me?" then she ran away without an apology even before landing. It is incredible bad training. I complained to a flight attendant and then the cabin head came over to me. He apologized many times of course. I told him I will file a complaint report. The cabin head told me that he knew which flight attendant did. Six of us got off the flight were talking about how bad the flight was. I am still so mad. Can someone call me? I will explain more clearly.

I have two travel credits with Singapore Airlines. Both were booked via online travel companies who have since gone out of business-Fly 365 and BYOJet but both have paid the money to Singapore Airlines who have issued a booking reference and e-tickets. When I tried to use one in March this year I was advised that the credits no longer applied after 31 December 2022 and that they would expedite a refund. Now, after almost 5 months nothing has happened and when I contacted Singapore Airlines online I am repeatedly told to approach the travel agent despite telling them that the agents no longer exist and I cannot do this. The two booking references are: VQBYP4 and OD9G5L both booked in 2020 and before the borders were closed. Whilst the Australian office understands that the travel companies are no longer trading the airline's online consultants are ignoring this fact and continually telling me to go through the travel agent which is impossible. I can forward the email messages once I receive an complaint case number.

I tried logging into the free wifi whilst on board. I couldn’t so the crew tried doing it on my phone . However whilst trying to do this my medical monitor stopped working. I have a real time monitor on my body 24/7 . This was of great concern and stress for me . After paying upgrade this service put me at risk flight sq 212 on the 1/08/2023 from Sydney to Singapore

Me and my wife were boarding a flight from JFK to Singapore on 23rd June 2023 flight SQ-023, we requested the lady Manager to give us seat together in return she passed a racist comment to which we responded aggressively to her and she call the port authority police and lied that we are threatening her. The lady denied us boarding and told us to collect our 3 bags from domestic belt, we waited for 3 hours and got only 2 bags, we asked for rebooking and they booked us next day, we asked for hotel stay they denied us and we had to book a hotel at our own cost, next day also they booked us on a longer route they booked us from san francisco to Singapore and Singapore to Mumbai.

After reaching Mumbai our 2 bags were missing we received them after 18 days and 1 bag is torn and some items are also missing

We have made so many follow ups but the airlines told us they will not pay the hotel and they will not replace our bag they will.not give us our missing item.

hi

I, Chakkol Kandiyil Rajeev, booked a flight from Singapore to Kochi by SQ 536 on 21 July 23, booking Ref: 5IMZP7. Previous night I logged onto the website to ask for additional baggage which said that I need to pay Rs 5,800 for 5Kg additional. I made a payment through my Standard chartered bank credit card, After the transaction was completed, I got an e mail saying that Rs 63,977 has been paid for the additional baggage. I called the Singapore Airlines contact and I was told that it was a mistake and that it would refund then money back, but it will take 5 weeks. My baggage was increased by 5Kgs,

I am very surprised and angry that a reputed Airline like Singapore Airlines could do such a mistake. Instead of immediately refunding the money after realizing that it was a mistake, it can only promise a refund in 5 weeks! Terribly disappointing. You must understand that Rs 63,977 is a huge amount for me. Due to this error, I have to find cash, make a payment to the bank first to avoid late and interest charges and then wait for Singapore Airlines to return the money to me. This is ridiculous!

During check in I realized that I did not need the 5 Kg additional baggage as our (me and my wife) baggage was only 48 Kgs, Hence I sent my hand baggage of 7 Kgs as checked on baggage and hence I spent the money for nothing.

Regards

Rajeev

I was trying to book at SQ site and had a very very very bad experience. Already gone through with almost 10 of their agents.

Been contacting them since 21 Jul and today (25-Jul as I am writing this) still not resolved! :((((

I need to book infant with seat option as my baby is quite tall and cannot fit the bassinet, DTW to SIN.

They advised me to book my 2 adults tickets first, then go through them to book the infant with seat as this option is not available online.

When I contacted them to book, they told me that my infant can only be on a separate ticket.

Is this normal? Baby on their own and not tied to parents tix?

It seems very risky this way that my baby will be on her own, I need her to be in our e-ticket so that it is together and linked at least?

They said no way to do that.

So I asked to cancel my first booking since this is not possible to be done.

I incurred a cancellation fee for the 2 adults tickets in the end.

---

And the SQ Agent suggest for me to book Child (2-11 years) option. I asked, is it really possible to book that way? I hope the system will allow since my child is not 2 yet. She said it is fine and I can go ahead. So I did!

ERROR! The site gave a error saying the child needs to be at least 2 years to go by this option. I was right!

I went back to the SQ Agent again, another one since I can never find that agent back again!

This time, the agent helped me booked my tickets with all of us together. 2 adults + 1 infant seat! Finally! I thought it was resolved.

If they can do this, why can't they help me in the first place?

---

Next day, we found that the 2 adults booking status for DTW - JFK became reserved status, but infant was confirmed. Another 12 hours later, our booking status became a dash only. Is my baby flying alone?

---

I contacted them again. This time, the SQ agent said the flight for DTW - JFK was cancelled and I need to change the route, so she did change for me.

Now I am transiting at AMS or FRA instead. Finally! I thought it was resolved (again)!

After the booking, I logged into SQ app, and do the seat selection for fear that good seats will be taken up and we can't seat together, since I have an infant. True enough again! My flight AMS- SIN was individual seats only. How can my baby seat alone?

I contacted them again. The SQ agent said they have to escalate to another department to do this and asked me to wait for 2 to 3 days and will put URGENT for me.

Today is the 2nd day of waiting, I am feeling really hopeless.

I told them I wanted to resolve this or even change my flight to something feasible, because as days go by, the fares will change and later the increased fare, I need to pay extra? I already incurred cancellation fee in the first booking, which is so inappropriate because they advised me the wrong way and I did, then I had to pay for their mistake. And this is the 2nd time I had to pay again for the mistake? Which is going to be so costly since it is for 3 persons?

Seems like my infant is going to be seated alone!

I just felt so horrible and helpless in the whole experience :((((((((

Never had any bad experience with them before covid. How come their service became so bad? Thought they were voted BEST recently?

Other issues found :

1 The Krisbot kept getting timed out. Not because I was not replying within 3 mins. I had to keep the connection alive, because the agent did not respond in 3 mins. I kept typing a letter into the chat, putting a stopwatch for 2 mins to type it in, just to keep it going.

2 All 10 over SQ agents gave me varying replies. I copied the transcripts and saved them in case I needed to prove to SQ what I am saying. Some were not even answering what I asked and caused me to wait indefinitely!

3 The SQ agents were not knowledgeable about the products/services offered on the website. Wrong information was given and after I left the chat with them, I tried, it did not work, I had to re-chat again.

4 Many re-work, re-chats, and re-checks were done. Nothing was done right the first time.

5 Going the extra mile to help me complete my booking in my first chat would have been helpful, since my booking is so complicated, due to booking for infant with seat. No such offer until things happened badly.

6 Quality of the system - The system is also not accurate, booking online shows there is seat, but after booking shows no seats, even on SQ flight! If it is other airlines they cannot get the information is fine, but SQ flight also cannot? And some information were not captured from booking page to ticketing page, such as Krisflyer number?

CASE ID for references :

ID is S-2023-07-[protected]

ID is S-2023-07-[protected]

ID is S-2023-07-[protected]

ID is S-2023-07-[protected]

And many more as some of the chatbot kept timing out, so I could not capture them, and other occasions I called them via phone.

Below is some of the more absurd chat replies screenshots with the Customer Service agents that I captured.

#singaporeairlines

#horriblecustomerservice

I experienced an overbooked flight, which resulted in being moved to premium economy. Although I received a $600 refund, my preference was to fly back to Sydney in business class rather than receive money. The amount offered is insufficient to compensate for giving up my seat in business class. Since I had a connecting flight, I couldn't fly the next day. I checked in at the counter four hours before and even attempted early online check-in the day before. I've always had a great experience with Singapore Airlines, but this time the service was extremely disappointing. I had booked my flight well in advance and selected my seat, so this was not satisfactory at all. I'm truly disappointed.