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Singapore Airlines review: Misrepresentation of flight ticket flexibility

Tim Wells of GB

Sep 08, 2025 6:08 am EDT

Verified customer

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13th June 2025 I bought four return flights from London to Bali via Singapore (Economy Flexi to Bali, cost £5,782 attached). 24th June 2025 I called Singapore Airlines to discuss stopping over in Singapore. Singapore Airlines stated that I had to change the entire flight from London to Bali at a cost of c£1,200. I said no and then asked if I could simply use the first leg to Singapore and fly independently to Bali a few days later. I was told that this was not possible as the flight from Singapore to Bali would be treated as a 'no show' and that the return flights would all be cancelled.

I contacted customer services many times and tried to use the airline website chat function to resolve the issue. The responses were circular and wasted hours of time. I therefore rearranged our travel, accommodation and transfers on the basis of no Singapore stop over at significant cost.

On Friday, 11th July 2025 (the day before flying) Singapore Airlines called me to explain that they had misrepresented the position on the Singapore to Bali flight and that I should have been able to and still could stop in Singapore. This offer came too late after incurring significant non-refundable cost. As a result, I and my family missed out on several days staying with friends next to the Botanical Gardens in a luxury, staffed apartment at no cost.

30th July 2025 (3 days before returning) Singapore Airlines wrote the following:-

" We regret that the situation impacted your ability to visit Singapore and led to additional expenses."

We acknowledge our oversight and are treating this matter with the utmost seriousness. As a gesture of apology, we would like to credit 2,000 KrisFlyer miles per passenger in recognition of the inconvenience caused, and we sincerely hope this will enhance your overall experience with us.

We recognize that we cannot quantify the negative experience you have gone through and are committed to providing you with exceptional service in the future. Please know that this decision does not, in any way, reflect a lack of appreciation for your business.

Should you still plan to have a stopover in Singapore on your return flight instead, you may simply reply to this email with your preferred date and time so we can explore options and check its corresponding fare differences and change fees."

Again, this offer of a stop over came too late to change arrangements with a hard date to be back in the UK three days later. This point has been made and proper compensation has been requested a number of times.

In addition, I have repeatedly requested the recordings of the relevant telephone calls that confirm the misrepresentation and Singapore Airlines have persistently failed to provide them.

My last email of 18th August has received no response.

A collection of the communication with Singapore Airlines is attached.

Claimed loss: A three day stay in Singapore in luxury accommodation at no cost for my family of four.

Desired outcome: Return flights for my family to Singapore and a three day stay in luxury accommodation.

Confidential Information Hidden: This section contains confidential information visible to verified Singapore Airlines representatives only. If you are affiliated with Singapore Airlines, please claim your business to access these details.

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Singapore Airlines Contacts

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Singapore Airlines emails

sa_feedback@singaporeair.com.sg

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Airline House, 25 Airline Road, Singapore, 819829, Singapore

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