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1.3 568 Reviews

Singapore Airlines Complaints Summary

46 Resolved
522 Unresolved
Our verdict: If considering services from Singapore Airlines with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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T
9:42 am EDT

Singapore Airlines cancellation of flight number sq6899

I booked this flight from UK to attend an important conference of Peadistric Anaesthesia in Brisbane on 16th of October.
I booked this flight for me and my husband to attend the conference at 8.30am. The flight was scheduled to leave at 7am from Melbourne and was cancelled without informing us. We came to the airport at 6am to catch the flight and we were asked take 10am flight even there was an another flight at 9am to Brisbane. We missed the best part of the conference as we reached at 12 pm. We paid $1800 to this conference from UK. This is very unsatisfactory and we need to be paid compensation as we could not be in the conference at 8.30am. There was no courtesy to inform us by email or text that flight was cancelled. I really appreciate if I get an reply as soon as possible.
Dr T M Peiris
Consultant Ananesthetist
Luton and Dunstable University Hospitals
UK.
My Mobil [protected]
Email [protected]@yahoo.com

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7:53 pm EDT
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Singapore Airlines service and everything

Fm booking of tix to boarding plane was all mispresented. I paid SQ price for my Biz trip but I got budget treatment. I chosen SQ to Air China cos I rather paid high price for SQ.SQ5136 was mispresented, I was at departure on 17/10 & showed MI936 not SQ5136.plane was small, hv smell. Lunch only porridge as no other choice. Youtiao was oily &hard, porridge not hot. They are served us hospital food .When my fren asked for biscuit as she didn't take the food, crew say no biscuit. This is bad.Why I paid SQ price and get worst than budget treatment. Ask for tea, came w/o creamer n sugar. Asked n came later, then w/o teaspoon. Ask again, crew didn't bring to me. I drank the tea w/o creamer n sugar fast as tea was not hot.The crew was not happy when ask 2nd time for creamer n sugar.this is the 1st time I gotten very bad experience for SQ. Pics SQ but worst than budget treatment. I'm complaining for mispresentation when booking tix. Refund my fare for return SQ5135return on 20/10.air China is better if I compared this kind of treatment with SQ.i paid SQ price but worst than budget treatment, the hospital food, crew service n plane. The worst plane I ever took.

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9:47 pm EDT

Singapore Airlines compensation for unpleasant travel from singapore to delhi flight sq 403 on 13th oct’19.

13th Oct'19

Customer Service Manager
Singapore Airline,
New Delhi.

Dear Sir,

Sub: Compensation for unpleasant Travel from Singapore to Delhi Flight SQ 403 on 13th Oct'19.

I traveled on flight no. SQ 402 from Singapore to Delhi, seat number 53 A, I was given very discomfort travel experiences due person seated next to me with twin kids. Starting journey from Singapore itself I put a request / complaint to aircraft crew members including Ms. Rachel & her team to either change my seat or do some arrangement to have my comfort seating.

During my compete travel I did not seat comfortably on my seat & travel without having a dinner due to so much of disturbance from person seated to me on 53B, 53 C.

Due to long & discomfort travel I fallen in seek & would be needing time to recover. I missed to attend important event with my family on Sunday due to bad health.

I experienced physical as well as mental strain due to this travel experiences.

I am lodging my protest both for unprofessional treatment and my claim for financial reimbursement of my Air Tickets cost from Singapore to Delhi.

The copy of the boarding passes is enclosed. Your earliest response and action on above will be appreciated.

Thanking you.

Yours truly,

Baban Kumar

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5:35 pm EDT

Singapore Airlines stroller broken by singapore airlines

I recently flew from San Francisco via Singapore to Coimbatore on 9th October 2019,

On arriving in the Coimbatore, my stroller was broken and non-functional.

I believe that ever since it had been in cargo on your plane, it is completely broken and believe it was damaged by the airlines handing and damaging my stroller.

Please could you advise of my options for this complaint and forward this email to the correct avenue if this is the not most appropriate complaints line.

I look forward to hearing from you ASAP.

Kind regards,
Jeevitha

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12:42 pm EDT
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Singapore Airlines ticket

I requested our ticket for Manila going Heathrow and back on May1 2019 to be rebooked for April 25-May8, 2020. However, when I called your ofc, resa said dates chosen do not appear yet on your system so I was asked to call back end of May 2019. When i called the 2nd time, still said dates are not yet appearing. And so It slipped my mind and only this OCT i remembered calling. Resa said our tickets are FORFEITED.
This is just so unfair because I was making the booking and it was your system that failed to open the dates i requested. I hope you can review my case and give consideration. I have very high regard for this airline but now, I am completely frustrated at how you treat your customers. I paid 78k for these tickets.

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12:05 am EDT

Singapore Airlines damaged luggage

On 19 June 2019 I arrived in Singapore by SQ37 from Los Angeles to realise my Rimowa Salsa Air 32 inch luggage was indented n broken near the wheel.

I filed for a claim and was told the luggage cannot be repaired and the compensation is $500 and I cannot take my luggage back after the audit. Since the day I filed for a claim, I had been seeking high and low to get this same Salsa Air model luggage. However I was told this model Salsa Air is already discontinued. Moreover my luggage is the biggest size of the Salsa Air and I can never buy back the same luggage. I really like this luggage a lot as it is light and big.

Finally on 30 Aug 19 I made a difficulty decision to accept the compensation. On 3 Sept I called SAT to ask for direction to collect $500 cash in T2 from SATS lost and found department. At the same time I told the staff over the phone how I wish I could get my luggage back after the audit and she told me to write an appeal email to saa_feedback which I did immediately. She even gave me the marketing company's contact no to ask about my luggage.

On 6 Sept I sent another email to remind to look into the matter. However on 8 Sep I received a call from the same staff that gave me the email address to appeal. She told me that my luggage was being disposed. I wrote another email to express my disappointment and sadness that my favourite luggage had been disposed even when I was still waiting for a reply from SIA and that I have not even claimed the $500 cash.

In my 8 Sep email I asked if I were to claim from insurance company, I wonder if they would also compensate me and throw away my luggage? But no reply from anyone. I decided to call the marketing company on 25 Sept and was told by a lady staff that from the system my luggage was not audited yet. I was pleasantly surprise and that gave me hope that I could appeal to get my luggage back.

I decided than to make a trip to T2 SATS lost and found department on 30 Sept. I thought I could get my $500 first and in the meantime they could check the whereabout of my luggage. But was told I need to sign the indemnity form before I can get the compensation. I decided I would not receive the money since I was told the luggage was not audited yet. As I was about to leave, the staff informed me that my luggage was disposed by the marketing company and asked if I wanted to collect the cash. As my husband was waiting for me outside the terminal hall and he was rushing for another appointment, I decided to go back first. The moment I reached office, I called the marketing company, this time a gentleman told me it could be in the storeroom and he told me that he would give me a call back after checking. However, the staff from SATS called me instead to inform me that the marketing staff may have made a mistake. On that same afternoon, I received an email from SATS to inform me to complete the Release and Indemnity Form before SIA can process the payment and that it would take 3 to 4 weeks for payment to be process upon receipt of the completed form and the damaged bag will be retained by SQ.

I replied the email and requested a thorough investigation and explanation. I decided that I want my luggage back since the marketing company told me that my luggage could still be in the storeroom. On 1 Oct SATS staff in her email mentioned that she has referred to SIA on my request and would revert to me upon their advice.

On 8 Oct, I received a call from SATS manager. She told me that my luggage was disposed. I was very upset and I emailed to ask the staff how could the marketing company threw my luggage immediately I called on 30 Aug and would want her to explain why the marketing co mentioned that my bag was not audited yet and that it could still be in the storeroom. Moreover, she was the one who gave me the telephone no and suggested that I appeal. I mentioned to her I will not sign any indemnity form and would like her to credit the compensation to my account. Again I was asked to sign the indemnity and release form before SIA can process the payment.

My questions are :

1) Is there any right to dispose my luggage before I sign the indemnity and release form? Moreover I have not even received the compensation.

2) How is it the luggage can be disposed so fast before I receive the $500?

3) Why must it be 3 to 4 weeks to process payment when my luggage can be thrown away in a matter of 3 days?

4) Why did the marketing company mentioned in two occasions by two different staff that the luggage is not audited and that it could still be in the storeroom whereas the SATS staff kept saying it has been disposed?

4) Why the lack of response and reply despite numerous calls and emails to SIA?

I was truly disappointed with Singapore Airlines handling this incident.

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2:26 am EDT
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Singapore Airlines services

Dear Sir/ mdm,

I recently took a long haul flight from HK Sin Ldn and Ldn sin HK. The flight from HK to Sin was pleasant but the flight from UK to Sin, Sin to HK on 29 Sep was not very pleasant.

From UK to Sin, I sat at seat 61K, SQ319
1)The folding cup tray was stuff with trash from the previous passenger and whoever that was supposed to clean the seat did not clear the trash!. The seat next to me also had the same problem. It was not very hygienic.

2)To make things worse, I went to the bathroom before take-off and when I lifted the toilet seat to use it, I noticed a lot of toilet paper stuff into the toilet bowl. It was obvious the previous person did not flush! I thought there would be someone to make sure that the toilets are properly cleaned before the next batch of passengers board the plane. That was disappointing and disgusting. I immediately told a male flight attendant who went in to take a look but I have already poured water into the toilet bowl and flushed it out.

3)Thirdly, it was a long flight, and the crew taking care of my section were very noisy, especially the female flight attendant, ever so excited, laughing and chatting away. I really hope SQ could remind the flight attendants that with long haul flights, they need to be careful to keep their voice level down because we were all trying to catch sleep and adjust the time in Europe and Asia. She was very inconsiderate.

Flight from Sin to Hk, SQ002.
I sat at 51A. The flight attendant seemed to be very new. When i told her that I wanted the indian food from the menu, she gave me the "rolling eye look" as if I was asking for a business class meal and said no indian food. I told her it;s ok and I'll take chicken but wondered as I saw it on the menu. After a while, she came back and said yes, they do have indian selection on the menu? How was it that the attendant did not know what food was on the menu when she was supposed to ask passengers what they want for their meal?

As a whole, this was my most unpleasant flight as I felt that the attendants were very inconsiderate and unprofessional. Though I sat at the economy seat, I do deserve some rest.

Rgds,
Jeslyn

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7:30 am EDT

Singapore Airlines remarks from air steward/stewardess

On 23/09/2019, Total we had 4 persons boarded SQ851 back from Guangzhou to Singapore departing time on 1.25pm. We carried a hand luggage which is about 5 kg and we need the air stewardess to help us to carry the hand luggage up to the cabin.

The stewardess made a remark that since it is heavy, we should offload the items, then she get the help from the steward. He took over our hand luggage and help us to put the luggage into the cabin. We are angry that he also made a remarks that since you feel that your luggage is heavy, we also feel heavy too.

We feel that since SQ allowed us to hand carry max 7 kg up in the plane and the cabin is up so high. The flight attendance should be willing and helpful enough to help us instead of marking this kind of remarks.

From Verlyn Chee
Email address : [protected]@yahoo.com.sg

This is not our first time taking SQ, we feel that their service was bad. This is the bad experience which we had encountered.

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5:38 am EDT
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Singapore Airlines lack of response from lost and found section

Submitted a lost items report on the 18th of September regarding items left onboard my flight in the seat pocket - reference: SQFP180919021291 - no response from the airline at all regarding my missing items, despite two follow up emails (has now been 11 days with no reply). I leave Turkey in 5 days and would like to know if my items have been found before I leave.

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5:21 am EDT

Singapore Airlines connecting flight

Flight SQ 26 from Singapore to Frankfurt departing on 27th September 2019.
Connecting flight ( planned) to Munich SG 2016.
During flight we asked several times the crew for our connecting flight. Always we got the answer it will be announced before landing. Several flights were announced but not ours.
Ground personnel did not have any further Information.
Instead we became a SMS from Lufthansa we were rebooked to a flight at 3:15 pm.
You can imagine we are not happy at all by this service (now to wait additional 7 hours) before getting home. Plus the additional efforts for rescheduling other appointments and services which were and are depending on the scheduled flights. Plus having additional cost for late breakfast and lunch.
At least we would expect an official statement plus a small compensation.
Please note the picture of the boarding passes is for me only but booking is for 3 persons.
I'm happy to provide copies of invoices for late breakfast and lunch at a later time. Would be great if you would provide a link or email adress.
My email adress is [protected]@outlook.de

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2:29 am EDT

Singapore Airlines quality of post-weaning meal onboard

I flew back from Incheon Airport via SQ611 on 22 Sept, 11.20am flight, with my 1 year old baby and husband.
Krisflyer number (husband's): [protected]

My husband booked for a post-weaning meal for our baby, but what arrived was absolutely shocking. The main dish of mashed potato and sole was hot and everything is fine. However, the tuna salad's egg slices were frozen solid with ice crystals.
I dont think it is something you should be heating up prior to serving as it is a salad, but surely the egg slices should not be frozen solid?

It is also a safety hazard for young ones as it clearly shows mishandling of food. I shudder to think about salmonella and potential contamination that could have been there.

Subsequently, we took a look at the tangerine slices in the same bowl and were equally shocked to find out that the inside is still frozen, much like a sorbet.

I request for a satisfactory response as to how this happened. SQ has always been a trusted brand among my fellow mummy friends and this incident came as a rude shock. I dont find this baby-friendly at all.

The air crew, to their credit, was fantastic and offered to warm the salad up in the oven to thaw the egg. But we were not planning on taking any chances and hence gave up on it.

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5:44 am EDT
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Singapore Airlines check in

Singapore Airlines ground staff is so disappointed . I flied on SQ 237 from Singapore to Melbourne on 24 September 2019 00:25 am. I have separated seat with my wife and 3 years old daughter so I ask them to check for me if we can seat together. I have told them previously to make us seat together when booked through travel agent.
The ground staff is so rude just said full flight and you can buy the seat.
Im so disappointed with your service. This is the way you serve your customer.
Luckily the stewardess is so kind and explain nicely to us.

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8:32 pm EDT
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Singapore Airlines delayed baggage

My wife and I left Manchester on 10/09/2019 on flight SQ1819 Airlinr reference JNR9XI.
Our delayed departure meant we missed our connection in Düsseldorf and had to stay overnight and be bussed to Frankfurt for our flight to Singapore finally arriving in Brisbane on 12/09/2019.

We were told in Düsseldorf that our luggage could not be found and would be delivered to our address in Brisbane. We were given a propert irregularity report ref. DUSEW54802.

The luggage had not arrived by 18/09/2019 so I contacted Singapore Airlines by Charline and Wes told tha it would be investigated and would telephone to advise me. No call was received.

On 19/09/19 I was referred to Menzies baggage handlers in Brisbane who told me the luggage would be delivered as soon as possible. On 23/09/19 I was referred to DNATO baggage handlers who investigated and called back to say they had located the luggage in Brisbane. I then had to travel to Brisbane airport to collect the luggage which was 11days overdue.

As you can imagine I had to purchase clothing and other essentials to bide me over until my luggage arrived.

I am sure you will agree this is o most unsatisfactory service and I look forward to receiving your explanation.

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1:44 am EDT

Singapore Airlines flight sq 0346

Hi I'm Terry Saward & I and my partner Sabina Nef want to make a complaint about our flight on Saturday 21 Sep 125am mainly concerning our seating.
We had 2 seats in the middle within group of 4 so we had a person either side of us, the person on the isle seat of my side was very sick with a terrible flu coughing and sneezing all the time and blowing her nose with dirty tissues every where.
We couldn't get out of our seats to go to the toilet or stretch out legs, I've had a hip operation so this is very important for me, we had to get flight attendants to get us face masks for the entire flight of 12hrs 50mins, the lady on my partners side was a sleep and we could get her to move at one stage I had to tell the flight attendants that I was going to have to go to the toilet in front of my seat so they managed to get the sick lady up after cleaning up her mess of tissues, this woman was so sick we were amazed that she was allowed to board, now we are in Switzerland both left with this woman's terrible flu which is ruining our holiday we return from Switzerland on 14 Oct SQ 0345 from Zurich 11.45am so we are hoping that you can assure we won't be put in a similar situation.
Regards Terry Saward & Sabina Nef.
[protected]@xtra.co.nz

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6:28 pm EDT

Singapore Airlines ticketing

On the 16/08/2019 my sister booked a flight for me and my daughter to travel from MEL to WLG on the 24/09/19 via BYOJET ref MRTXI4. Upon booking our flights she made an error with my daughter first name because she was using pre-saved details for her mobile number on her laptop.
In doing this it changed my daughter name Eve-Diamond to her name Emione as they both have the same last name.
I immediately contacted BYOJET and Singapore Airlines, Singapore Airlines directed me to BYOJET, in which I did. BYOJET requested my daughter passport which I provided then they advised I needed a statutory declaration from my sister in which I also provided. This whole process took a whole month only to be told 3 days prior to travel that Singapore Airlines will not authorise the correction because the names different

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6:36 pm EDT
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Singapore Airlines rebooking of a flight due to circuses out of our control

Hi all
A week ago I was one of your biggest supporters, however what happened over night makes me wonder if I will fly Singapore Airlines again. unfortunately my flight in October is booked already and not paying a fee to cancel.

However I want to share this and really would like to understand your customer service, especially as my background is 24 years in 5 star hotels which are all about service too.

My husband was supposed to fly on Friday (today her in Australia) from Amsterdam to Singapore on premium economy. He paid around 4500 dollar for his flight and booked directly with you. We both are krisflyer members, silver status as we fly every year to Europe.

Unfortunately he had to postpone his flight due to circumstances out of his control, the flight from the Faroe Islands got cancelled and nothing is flying out from there. So as soon as he heard he was on the phone to see what options there are.

He booked a fare that is changeable etc. the first person he spoke too told him that he can fly out on Saturday 21 sept now (in stead of Friday) but only if he pays 8000 dollar extra for business class as premium economy is full. There are seats on economy but he cannot have them it's not possible he was told. And he could only get on the flight on Monday as Sunday full as well, to arrive in Sydney on Tuesday night. Which would means he would miss two days at work which is not an option.

He tried again a bit later and got through to someone that was more helpful and changed his ticket to get on the plane on Saturday to at least make it to Sydney by Sunday night which is great, however my biggest disappointment is why does he need to pay a 500 fee for getting a downgrade? I have never heard that before in my whole life. On top of that we all know that you would be offering someone else his premium economy seats on Friday which has now become available for a supplement pay. Please explain why it says that when you book a fare that says changeable complimentary means paying 500 dollar for a downgrade. I am confused about that.

Really looking forward to hearing from you, as i want to understand what loyalty and customer service means at Singapore Airlines.

Thank you
Marjolein Aben

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1:40 pm EDT

Singapore Airlines meal for 5 members

Hello,
I (Sabiha Sultana) along with my 4 children(Noor Fatima Lais, Hiba Fatima Lais, Omar Lais, Hadi Lais) travelled on Singapore Airlines from Bangalore to SFO via Singapore on Sep 9, 2019.Our seats and meals were also arranged online 2 months in advance. Meals booked were Kosher, Muslim meals and vegetarian.
However the meals provided for the entire trip, right from Bangalore to SFO were not Kosher or Muslim Meal.

What I am really upset about is that at a certain point the crew gave my son an international meal that incuded chiken sausage with egg omlette, and by the time I addressed my other 3 children and attended to this child he had already started eating this meal.This has violated our belief system.

I am extremely upset at the entire incident and am raising a omplaint.
I want the higher officials to look into it and get back to me.

Thanks,
S

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2:48 pm EDT

Singapore Airlines unfair and unethical overweight baggage charges

Singapore Airlines / unethical behavior and unheard of charges for excess baggage
United Kingdom, Singapore
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Contact information:

Singapore
Re flights Singapore Airlines flight SQ 321 and SQ 5271

My husband and I were passengers on the flight from LHR to Singapore on Sat 13th January 2018 on transit from Israel via uk on to Cairns Australia.

Due to traffic, we arrived an hour and 15 minutes before the flight, to an almost empty check in counter, upon check in, the airport staff member said that we have overweight and that we would have to pay charges.

As we were on transit, several international long distance flights, we understood that our weight allowance is 30 kilos per case, 2 bags per person. We had between us 3 bags total weight 80 kilos.

It seems like this was a misunderstanding on our part.

We asked for the supervisor of Singapore Airlines and a lady called Manisha Gurung- approached us saying she was the Senior Officer for Singapore Airlines.

From the very first minute instead of helping us, she said she cannot do anything and that we have to pay the enormous sum of 63 GBP per kilo and there is nothing that she can go towards us. We took out things from our bags and put into our handbags and a rucksack and we were left with only 4 kilos over weight per person above the 30 kilo allowance per person that we had.

Ms. Manisha refused to let it pass nor did she acknowledge our efforts to try and concise our weight issue, she said that you still need to pay for these 8 kilos over 500 GBP.

We begged for some good will, travelling to the other side of the world for almost a month, and 4 kilos per person on long haul flights is really not a big issue. She said say thank you that I let you go with one more piece of hand luggage.

When we boarded the plane, most of the people flying this long distance, each had 2 pieces of hand luggage, so she had not made any concessions.

She threatened us that if we don't pay immediately she will instruct to close the flight and leave us out. And refused to even let us pay for partial amount for the over weight, insisting on the full amount.

We asked again for supervisor, as it didn't seem logical to us that for 4 kilos each we should pay such an enormous amount and spoil our holiday, but Gurung refused to call supervisor and she ordered "Pay now immediately or you are off the flight."

We felt like we are in a horror film, we had no choice and went to the counter to pay, and there the staff at the cashier desk told us that she did not have any rights to bully us in this way.

8 Kilos between two passengers flying over 24 hours, is not something that cannot be worked out with a little good will, especially in worlds renowned Singapore Airlines who are considered the best airline in the world.

There is no need to mention our sheer frustration along the flights, to Australia.

We don't know if she was just a mean person or it was an act of antisemitism against us, as we are obviously Orthodox Jewish and she acted with evil look on her face and satisfaction that shed humiliated us.

We are asking you for you intervene and return the money that was un rightfully and aggressively taken from us, and to find a way to make it up to us for the suffering and hurt we encountered and felt through this most unpleasant experience.

We are gold members of other airlines and we specially flew with Singapore Airlines as weve been told that it's a fantastic way to start our holiday.

We sent this letter to Singapore Airlines-Customer services and received back a string of correspondences bearing no likeness to the true picture of what took place in the airport that night.

Each letter clearly denying all parts of our complaint, and blaming all other parties, e.g.my travel agent, they said all flight details are on your e.ticket.

According to them weight allowance should be clearly shown on this e.ticket. However. there are no weight details on the e.ticket which was actually issued and sent to us from Singapore Airlines themselves.

We are frequent fliers all over the world and it has happened before that we were overweight, but on all occasions with all different airlines we had the grace, good will and understanding, and we have never had to pay such excessive fees.

It is also accepted to make concessions and make a partial charge, we offered to pay 100 GBP as a symbol of our mistake and respect to their policy, but their rude staff member enjoyed to humiliate us and to see us distressed.

It seems so wrong to pay so much for what could have been resolved on the spot with goodwill, but now 2 months later as we recall and think about we feel more and more that this could have been avoided and that we should not have had to even be in this annoying and upsetting position and payers of such a high expense.

How can we resolve this issue and get correct advise re what we should do?
Although quite a while has passed we cannot forget this awful expensive unfair incident.

We contacted :- Airline contact - Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited
Her reply to our issue was a bunch of made up facts..re weight and amounts

Israel & Debbie Ashkenazi
[protected]@012.net.il

reply from Singapore airlines

To Mrs Debbie Ashkenazi

___________________________

To Mrs Debbie Ashkenazi

29 January 2018

S-2018-01-0881836

Dear Mrs Ashkenazi

Thank you for your feedback submitted via our website on 21 January 2018, with reference to flight SQ321, from London Heathrow to Singapore on 13 January 2018.

We are sorry to learn of your disappointment with the excess baggage charges incurred, when checking in for this flight. On this occasion, our records indicate that the total weight of the checked baggage belonging to you and your husband amounted to 76 kg. This was in excess of your pooled checked baggage allowance of 60 kg by 16 kg. As your itinerary does not include any US destination, the weight concept allowance of 30 kg per passenger will apply in this instance. The baggage allowance for your itinerary is indicated on your Electronic Ticket.

In view of the increase in our checked baggage allowance in November 2013, we would like to share that our staff at all our stations have been advised to strictly follow the checked baggage policy. We regret that having repacked some items into your cabin baggage, the total weight of your checked baggage was in excess by 8kg, for which excess baggage charges had to be imposed, in accordance with our baggage policy. We ask for your understanding that as our staff had carried out their duties in line with our baggage policy, we are unable to offer a refund of the excess baggage charges that were correctly levied on this occasion.

We are sorry if our ground staff were impolite and appeared harsh when enforcing our checked and cabin baggage policy. We expect all our staff to be polite and professional at all times. Our Station Manager in London Heathrow has been apprised of your experience and will review with the staff concerned on how they can better manage such situations in the future.

Thank you for this opportunity to address your concerns Mrs Ashkenazi. We look forward to be of service in the near future.

Yours sincerely

Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited

16 August 2018

S-2018-01-0881836

Dear Mrs Ashkenazi

Thank you for your further feedback of 6 August 2018, to our Customer Relations Team in UK.

We note your continued disappointment with the outcome of your feedback, in relation to the excess baggage charges incurred when checking in for flight SQ321 from London Heathrow to Singapore on 13 January 2018.

As indicated in our past correspondences of 29 January 2018, 19 February 2018 and 9 March 2018, our position remains the same with regard to our investigation findings. At check-in for this flight, the final weight of your checked baggage was 68kg. As the checked baggage allowance for Economy Class passengers, for itineraries that do not include points to the US, is 30kg, the total weight of 68kg was in excess of your pooled baggage allowance of 60kg, by 8kg. As your checked baggage allowance has also been verified by our UK Customer Relations Team, the excess baggage charges were applied correctly in this instance.

As we have given the matter our full attention since 29 January 2018, there is nothing further to add to what has already been shared with you. We will not be corresponding further on this matter.

Thank you.

Yours sincerely

Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited

PLEASE NOTE THAT THE DOC OF ELECTRONIC TICKET ISSUES BY SINGAPORE AIRLINES THEMSELVES
ENCLOSED DOES NOT SHOW ANY WEIGHT ALLOWANCE

___________________________________________

I reached out to

To Heathrow aviation team

Hi Sabrina

Perhaps my letter didn't show clearly that I wrote immediately to Singapore airlines and have corresponded with them a few times,
however, to my sheer disappointment and annoyance they answered each time with a pack of lies and blames, most unsuitable for an airline of their prestige.

I am unable to progress on any level with them and after contacting the CAA, they told me that I should contact Heathrow airport where the incident took place and where the staff member was probably general ground staff who work for many airlines.

Having corresponded with the airline just emphasized their lack of good will and willingness to resolve this issue to any amount of satisfaction.
I refer to the way we were spoken to and threatened which does not pass lightly, and the return of the unreasonably overcharged fees for the excessive baggage and refusal to speak with a supervisor.

The amount charged and paid was 503 UK pounds for 8 kilos, which was an unjust unfair amount .

May I add that the cashier on duty and staff on watching told us that they were shocked to see how we were treated and how we were threatened that we would not be allowed on the flight, they claim that this is not customary behavior towards passengers travelling over 24 hours.

I am asking you to please try and sort out this issue and bring it come an amiable conclusion and understanding.

Many thanks for your assistance and good will .

Debbie
[protected]@012.net.il

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11:05 pm EDT

Singapore Airlines damage luggage and stuffs inside

My name is Pim. My sister traveled from Adelaide to Bkk yesterday. After she arrived and opened the luggage she found her luggage damage and also the stuffs inside even she mentioned while checking in at the counter that the stuffs inside are fragile. This is unacceptable cuz she carried stuffs like this time before and nothing happened. Very disappointed.

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10:34 am EDT

Singapore Airlines 2xflights, late take off + discrimination

Firstly on 25/7/19 our flight no NZ3319 was held up for 4 hours on tarmac, we were only offered 2x half glasses of water in this time Then not given our dinner till approx 12.45am then not given a choice of dinners .
29/7/19 flight no NZ3247 we are at the back of the plane sharing our third seat with a New Zealand lady, the whole journey all 3 of our tv/computers kept stopping, the lady sat with us informed the stewardess and they tried to re-boot on a few occasions, but it didn't work, our lady neighbour kept going g to the back to drink wine and talk to the staff, then our neighbour had her meal a good hour and half before us. Then we were told there were no choices that we had to have fish, not our favourite and cold, so we left them, the staff came to collect and asked why we had left We explained and I asked if I could have more biscuits and cheese instead as still hungry, this never came .
I woke to find a stewardess kneeling by the side of our neighbour with a plate of fancy cakes, I asked our neighbour how she managed to get that as I had no luck with the cheese and biscuits She said "ahh will tell you later, she also said she was hoping for a seat move after our stop off of Melbourne Australia, which she got .
She told us that she has made the stewardess aware that online she was a secret shopper for airlines, she then said they have also given me a $75 voucher to use when we get home (Wellington New Zealand) for the inconvenience of no tv, which affected all 3 of us .
We couldn't believe that she could be treated so differently, total discrimination. Such a sad bad start to what was suppose to be a special holiday for us after some very tragic family loss earlier, We look forward to hearing from you, and reading your response, yours sincerely Nicola Yreloggen

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Singapore Airlines In-depth Review

Overall Rating: Singapore Airlines is an exceptional airline that consistently delivers a top-notch travel experience. With its outstanding customer service, luxurious cabin comfort, and impressive in-flight entertainment, it is no wonder that Singapore Airlines has earned its reputation as one of the best airlines in the world.

Customer Service: The customer service provided by Singapore Airlines is truly exceptional. The airline's staff is friendly, professional, and always willing to go the extra mile to ensure a pleasant journey for passengers. From the moment you step on board until you reach your destination, you can expect to be treated with the utmost care and attention.

Flight Experience: Flying with Singapore Airlines is a truly memorable experience. The airline's fleet of modern aircraft is well-maintained and offers a smooth and comfortable ride. The spacious cabins, comfortable seats, and ample legroom ensure that passengers can relax and enjoy their journey to the fullest.

On-time Performance: Singapore Airlines has a strong track record of on-time performance. The airline understands the importance of punctuality and strives to ensure that flights depart and arrive on schedule. Passengers can trust that their travel plans will not be disrupted due to delays or cancellations.

Fleet and Aircraft: Singapore Airlines boasts a modern and diverse fleet of aircraft. From the iconic Airbus A380 to the fuel-efficient Boeing 787 Dreamliner, the airline's fleet is equipped with state-of-the-art technology and offers a comfortable and safe travel experience.

In-flight Entertainment: Singapore Airlines offers a wide range of in-flight entertainment options to keep passengers entertained throughout their journey. From the latest blockbuster movies to a variety of TV shows, music, and games, there is something for everyone. The high-quality screens and noise-canceling headphones enhance the overall entertainment experience.

Food and Beverage: The food and beverage offerings on Singapore Airlines are simply outstanding. Passengers can expect a delectable selection of meals inspired by international cuisines, prepared by renowned chefs. The airline also offers a wide range of beverages, including fine wines and spirits, to complement the dining experience.

Cabin Comfort: Singapore Airlines takes cabin comfort to a whole new level. The airline's cabins are designed with passenger comfort in mind, featuring spacious seating, adjustable headrests, and ample storage space. The luxurious bedding and amenity kits provided in premium classes ensure a restful and rejuvenating journey.

Baggage Handling: Singapore Airlines takes great care in handling passengers' baggage. The airline has efficient baggage handling processes in place, ensuring that luggage is handled with care and delivered promptly upon arrival. Passengers can trust that their belongings will be well taken care of throughout their journey.

Loyalty Program: Singapore Airlines' loyalty program, KrisFlyer, offers a range of benefits and rewards to frequent flyers. Members can earn miles for their flights and redeem them for a variety of rewards, including flight upgrades, hotel stays, and shopping vouchers. The program also offers exclusive privileges, such as priority check-in and lounge access.

Booking Process: The booking process with Singapore Airlines is seamless and user-friendly. The airline's website, www.singaporeair.com, provides a convenient platform for passengers to book their flights, manage their bookings, and access important travel information. The website is easy to navigate and offers a secure and hassle-free booking experience.

Pricing and Value for Money: While Singapore Airlines may not always be the cheapest option, the value for money it offers is unparalleled. The airline's exceptional service, comfortable cabins, and impressive amenities make it worth every penny. Passengers can trust that they are getting the best possible travel experience when flying with Singapore Airlines.

Safety and Security: Singapore Airlines prioritizes the safety and security of its passengers above all else. The airline adheres to strict safety protocols and regulations, ensuring that every flight is operated with the highest level of safety standards. Passengers can feel confident and secure when flying with Singapore Airlines.

Environmental Responsibility: Singapore Airlines is committed to environmental responsibility and sustainability. The airline continuously seeks ways to reduce its carbon footprint and minimize its impact on the environment. From investing in fuel-efficient aircraft to implementing recycling programs, Singapore Airlines is dedicated to preserving the planet for future generations.

Destinations and Routes: Singapore Airlines offers an extensive network of destinations and routes, connecting passengers to major cities around the world. Whether you are traveling for business or leisure, you can count on Singapore Airlines to take you to your desired destination with convenience and ease.

Partnerships and Alliances: Singapore Airlines has established strategic partnerships and alliances with other leading airlines, allowing passengers to enjoy seamless travel experiences and access to a wider range of destinations. These partnerships also enable passengers to earn and redeem miles across multiple airlines, maximizing the benefits of their loyalty program membership.

Corporate Social Responsibility: Singapore Airlines takes its corporate social responsibility seriously. The airline actively engages in various community and charitable initiatives, supporting education, healthcare, and environmental conservation efforts. Passengers can feel proud to support an airline that is committed to making a positive impact on society.

Accessibility and Special Assistance: Singapore Airlines is dedicated to providing a comfortable and accessible travel experience for all passengers. The airline offers a range of special assistance services, including wheelchair assistance, priority boarding, and assistance for passengers with disabilities or medical conditions. Passengers can rest assured that their specific needs will be catered to with care and professionalism.

Business Class Experience: The business class experience on Singapore Airlines is truly exceptional. From the moment you step on board, you are greeted with warm hospitality and impeccable service. The spacious and comfortable seats, gourmet dining options, and exclusive amenities create a luxurious and productive environment for business travelers.

Economy Class Experience: Even in economy class, Singapore Airlines provides a comfortable and enjoyable travel experience. The seats are ergonomically designed for maximum comfort, and the attentive cabin crew ensures that passengers' needs are met throughout the flight. Passengers can also enjoy a variety of meals and entertainment options during their journey.

First Class Experience: The first class experience on Singapore Airlines is the epitome of luxury. Passengers are treated to a private and exclusive cabin, complete with a spacious seat that converts into a fully flat bed. The personalized service, gourmet dining options, and luxurious amenities create an unforgettable travel experience.

Frequent Flyer Benefits: Singapore Airlines' frequent flyer program, KrisFlyer, offers a range of benefits and rewards to its members. From earning miles for flights to enjoying exclusive privileges, such as priority check-in and lounge access, frequent flyers can make the most of their travel experiences with Singapore Airlines.

Customer Reviews and Testimonials: Customers rave about their experiences with Singapore Airlines. From the exceptional service to the comfortable cabins and delicious food, passengers consistently praise the airline for its commitment to excellence. The positive reviews and testimonials are a testament to Singapore Airlines' dedication to providing a world-class travel experience.

Awards and Recognitions: Singapore Airlines has received numerous awards and recognitions for its outstanding service and commitment to excellence. From being named the "World's Best Airline" to receiving accolades for its cabin crew and in-flight entertainment, Singapore Airlines continues to be recognized as one of the best airlines in the world.

Contact Information: For more information or assistance, you can contact Singapore Airlines through the following channels:
Website: www.singaporeair.com
Customer Service: +1-800-742-3333
Email: customerservice@singaporeair.com

Frequently Asked Questions (FAQs): For answers to commonly asked questions, you can visit Singapore Airlines' website and access their comprehensive FAQ section. The FAQs cover a wide range of topics, including booking, baggage, check-in, and more, providing passengers with the information they need to have a smooth and hassle-free travel experience.

Terms and Conditions: Singapore Airlines' terms and conditions can be found on their website. It is important for passengers to familiarize themselves with these terms and conditions, as they outline important information regarding ticketing, baggage allowances, flight changes, and other policies.

Privacy Policy: Singapore Airlines takes the privacy and security of its passengers' personal information seriously. The airline's privacy policy can be found on their website, outlining how they collect, use, and protect passengers' personal data. Passengers can trust that their information will be handled with the utmost care and confidentiality.

Social Media Presence: Singapore Airlines has a strong presence on various social media platforms, including Facebook, Twitter, Instagram, and YouTube. Passengers can follow the airline's social media accounts to stay updated on the latest news, promotions, and travel tips.

Conclusion and Recommendation: In conclusion, Singapore Airlines is an airline that consistently delivers an exceptional travel experience. From its outstanding customer service to its luxurious cabin comfort and impressive amenities, the airline goes above and beyond to ensure passenger satisfaction. Whether you are traveling for business or leisure, Singapore Airlines is a top choice that guarantees a memorable and enjoyable journey.

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Singapore Airlines contacts

Phone numbers

1800 742 3333 131 011 More phone numbers

Website

www.singaporeair.com

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