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sirwan of dubai, AK July 5, 2009
I purchased 2 ticket from Dubai to Singapore for 09 july 2009, my fiance got problem regarding visa issue, Singapore airline customer service are not responding to this issue, I called them 2-3 time, every time they promise to call me back but never happened yet,I am still waiting , my flight is next 3 day. so they try kill the time, but it is not the proper way to solve the problem, i know 10 july I can do much about the ticket, I hoop singapore airline is aware of that issue. Jignasa of Ahmedabad, India June 17, 2009
I had boarded the flight from melbourne to singapore and singapore to Ahmedabad on 16th of june 2009 .Melbourne to singapore my flight no. was sq 0238 and from singapore to ahmedabad my flight no was sq 530.Raching to ahmedabad i was informed that my luggage was left in singapore and was not transfered to my connecting flight to ahmedabad. In ahmedabad I was informed that as the airlines have stopped the service on thursday my luggage will reach on saturday and on monday i will receive and that to i myself have to go and collect it. My all medicines which i have to take is there in my luggage and at present i am a patient and i had travelled on wheel chair which is in your record . I want that singapore airlines should take responsibility to inform ahmedabad airpot custom officer to send my luggage to my residence as i am living too far from the airport and not in position to collect it because of bad health.
We purchased 3 return tickets from Milan to Singapore for departure in December 2008 for our Xmas break. We booked via the internet and paid for them fully by using my credit card. In the meantime, my credit card was changed and I was issued with a new one. On checkin at the airport, I and my family were refused entry on the flight as there is an arbitrary rule to produce the exact same credit card on demand in order to get the boarding passes. As, in this case, I had another card, I was told I had to purchase NEW TICKETS otherwise I would not be allowed to fly with them!
Apart from the very unhelpful way in which we have been dealt with by them, let this be a warning to all travellers. BEWARE, if you do not have your exact same credit card they will refuse you on the flight. No other airline does this as far as I now, and you will be treated even badly if you complaint.
The consequences are, if your credit card has insufficient funds, you won't fly even if you can prove you were the person that bought the original tickets. If you arrive under time pressure, then you will miss your flight. There are many ways in which this can happen, for example, you buy a ticket for your children but don't fly with them. Do not expect Singapore Airlines to be sympathetic with you either!
Ken of Shrewsbury, OTHER February 5, 2009
I purchased two tickets from Singapore Air for Manchester to Sydney. We used a Travel Agent for the purchase.My daughter, separately purchased a ticket for Heathrow to Sydney. She purchased on-line. The plan was for all three of us to return together to Manchester i.e.on the same flights and obviously we want to be seated together. Now the problem. It appears that customers who purchase via travel agents cannot access the booking website in order to select seats until 48 hours prior to flight departure. Conversely m daughter who booked on-line has been able to select seats and she has 5 weeks yet until she leaves Heathrow.
I have contacted Singapore Air and described these differences in access to seat selection as discrimination. They have responded only in that they deny any form of discrimination yet accept that I am correct about the inability of customers who either book via telephone or travel agents to select seats prior to 48 hours. Why am I being treated as some second class passenger just because I booked via my travel agent? Responses arrive from Kate, Sue, John etc, never the same person and the last email received was quite rude in it's response and certainly not customer friendly. I've yet to fly with them yet I know already that my flight next year will not be via this company.
The impact is that we cannot be certain or sure that my family can sit adjacent to each other.
Wendy of Lower Hutt, OTHER January 14, 2009
On 22 December my husband and I were forced by Singapore Airlines to pay for tickets for us to fly from Singapore to Auckland, even though we were already the holders of VALID TICKETS issued by Singapore Airlines in March 2008. This occurred because in the months between purchasing the original tickets on the singapore website and taking the flight, our credit card number had been changed, and we therefore could not produce the original card, which was requested when we checked in. We had no choice in the matter and were told by the ticketing officer that the old tickets would be credited to our credit card immediately. This did not happen and I we have had to chase the money.
Also consider the following: 1.The ticket and the card were in the same name, so why would someone fraudulently use OUR credit card to book a flight OUR NAMES? 2.If someone did fraudulently use our credit card in March how would we have not known about it NINE months later? 3.What would have happened if our card not had sufficient funds available to buy the extra tickets? The situation now is that Singapore Airlines have been paid twice for the same seats on the flight, and have been extremely tardy in applying the promised refund.
The end result of this policy is that it serves only Singapore Airlines. They have had use of our money for the original tickets since March. In addition they now have use of our money that we have been forced to pay for a second set of tickets. On top of this we have to pay the bank charges that will undoubtedly accrue on these transactions and will lose money on the exchange rate as it has gone down.
Steve of Johor Bahru, OTHER December 18, 2008
I am very disappointed with Singapore Airlines in Dubai. I have purchased an air-ticket on line travel from Dubai to Singapore and Singapore to Dubai. Due to some reason, I intend to only travel from Dubai to Singapore (1 way ticket instead of 2 ways)
The staff of Singapore Airline in Dubai told me that I can't change my air ticket from 2 ways to 1 way. I have to cancel my 2 way air-ticket losing AED 300 and repurchase again a 1 way air-ticket. I told him it is fine for me. However, again he told me that the refund will be credited back to my original credit card. The issue is that my original credit card has been cancelled. What is the point of credited back the money to my original credit card?
I proposed to him the following but none has been either approved or confirmed by the staff of singapore airline in Dubai.
(a) Let me change the 2 way ticket to 1 way and refund me back the balance in cash (either pay me in Dubai or Singapore) or credited back the money to my another credit card.
Singapore Airline's answer is NO!!! The policy cannot be done in this way.
(b) I used my credit card cancel form issued by the bank as proof and credited back the refund to my another credit card.
Singapore Airline's answer is --- cancel the air ticket in the ticketing office and go to him in another office and fill up a form and he will sent the document to singapore for approval. No guarantee I will get the refund. Very funny!!! I cancel the entire air-ticket (cost me AED 3180) and repurchase another 1 way air-ticket (AED 2000). If end of the day I can't get the refund at all, means I have to spend AED 5180 to fly from Dubai to Singapore!!!!
Now I have no choice, in view of the inflexible policy of Singapore Airline, I have to utilise the 2 way ticket for only 1 way. It means that I have to waste AED 1180 for nothing!!!!
Singapore Airline - wake up to be the best airline in the world. Be more flexible in your policy!!! It does not means you have to use chopstick all the time!!! Sometimes, you can also use fork, spoon or even using hands to eat your rice!!!!
Beverley of Beijing, OTHER December 11, 2008
after successfully filling in all required information to purchase tickets to travel from Australia back to my work on 5/1/09 and filling in my details the machine kept saying to fill in a valid expiry date. I was using the supplied dates and still couldnt get any further.I tried three different cards and they all said the same fill in a valid expiry date. What is this, some game?
it has cost me four hours and still no ticket.I rang Sing Airlines office in Beijing and they quoted me three times the price for the same flights, same flight codes and dates, as the machine was quoting. I guess this is so customers dont bother the staff wanting service.The person there told me to ring another travel agent and when I did the number would not connect. GREAT SERVICE!!! Give him a medal.
I do not want legal action I just want the system fixed so that nobody else or myself has to go through this again as it is very frustrating and in my case I now have to fly and hope I can purchase a ticket at the other end. Virender of Una, Himachal Pradesh, OTHER August 19, 2008
I am working in United Nations Mission in East Timor.
I went on leave in June 2008, and travel by Singapore airlines from Denpaser (Bali) to Singapore and then to Amritsar.
During my return journey Singapore airline duty officer Mr. Varun Kapoor harassed me for more then three hours for boarding pass. He was saying that you are unauthorized to travel; you dont have any legal document for your travel.
On that day I was traveling 7th time by Singapore airline with same document I use for my travel in past. In past I start my traveling from Mumbai and Delhi but nobody behave like this. Even my friends frequently travel from deffrent location of India like Hydrabad, Bangalore, chennei and Mumbai with same document by Singapore airlines but no one harrased like this.
On same day Mr Mandeep singh travel from Delhi to Singapore with same document, before this Mr. Hardev Singh travel from Amritsar to Singapore with same document on 22nd of June, nobody tourture them like this.
Please can you tell me why Mr Kapoor tourture me like this for more then three hour on check in counter. I show him my travlling document like
1) My leave and travl document duly signed by United Nation officers in Timor Leste.
2) My identity card issued by United Nations
3) My return ticket from denpasar to New Delhi in Nov 2008.
4) After all this I talk to emigration officer at Amritsar he say everything is cleared here and you can get your boarding pass three times but Mr. Kapoor say its concern with airline and airline will be not allow you to get boarding pass as he added I am Chief officer for Singapore airlines at Amritsar and not allow you to fly.
If all these documents are not enough for travlling then how he allow me to board after three hours?
And if these documents and clearance from emigration officer at Amritsar enough for travlling then why he harraessed me more then three hours on the counter.
Vamsi of Milpitas, CA June 17, 2008
My ticket was was booked through Travel agent, and when I want to postpone my ticket by calling +1 800, but Singapore Airlines say they cannot postpone the ticket as they done have basefare with them, and requested me to Call after 48HRS to postpone. As a Airlines they should be responsible for having the data for each customer, and follow up with the customer request. It's very difficult that Customer every time depending on his travel agent to postpone the ticket.
Engr. Ariel Canabe Ombay of Kuwait, OTHER May 4, 2008
I believed that Singapore airline is one of the finest airlines around the World due to its quality service that exceeds customers expectation. However, I experience an unacceptable and unprofessional service in your office in Kuwait for these reasons: Your staff (Ms. Fatma) gave me a questionable figure (410KD) 2 way - air ticket cost for a 2 month old infant from Davao to Kuwait. I asked her two times if there is a discount because my son is still an infant and Hes travelling with his mother but says NO DISCOUNT.
This prompts me to get a ticket for my son from other agent which cost far less than 410KD. Your staff (Ms. Fatma) ignored our agreed timeline to call me back regarding the status of my Inquiry. Last April 06 (Sunday) I went to Singapore office Kuwait and requested her to look April 24, 25, 26, 27 for a vacant of two from Davao to Kuwait. I explained to her that if theres vacant she can book my wife and sister in law on the same date as my wife is carrying my 2 month old son and in order that theres someone who can help her of taking care for my son during the flight. I say to her please inform me maximum by WEDNESDAY (April 09, 2008) if theres vacant as she agrees.
However, she calls me on Thursday afternoon @ 4:40pm (April 10, 2008) one day after the agreed date where I already finalized the ticket of my son and coordinated with my wifes employer. Your staff (Ms. Fatma) calls me on Thursday afternoon and tells me that she booked my sister in law on 29th of April from June 04. I loudly reiterate to NO NEED to change anything.
What SHOCKS me when she calls me for the second time and says that she booked my wife on June 04 from April 17, 2008. I said to her no need to change anything as if I didnt come in your office?. However, she tells me that April 17 is already cancelled. I was so disappointed and almost lost my temper during that time but, I still manage to ask her to look vacant on 17, 18, 19, 20, 21 for my wife to be back to Kuwait.
Since then, Ive been coordinating with your Kuwait office from time to time through telephone, email and personal appearance (even talked to their office boss Al Rayes Travel) requesting them to do the necessary measures for my wife to be back maximum by 21st of April as my wife employer will terminate her if she exceeds more days from the 5 months vacation leave (Nov. 19 April 19). With continues follow-ups and coordination, your Kuwait office found and booked my wife and son on 22nd of April from Davao to Kuwait.
On 15th of April, I went to Singapore airline Kuwait to ask the details of the 22nd April booking; I talked to Fatma, Sheryar Shroff (Operations Supervisor) and they tell me that 22nd is confirmed however the airlines from Dubai to Kuwait is not Kuwait Airways but instead Emirates Airways. I asked them if theres a possibility to take out the baggage from Dubai since my wife and son will take Emirates Airways as per 22nd booking. Mr. Sheryar Shroff reiterated that no problem regarding the baggage and one thing to do with the new ticket is that a stamp will be placed showing that my wife & son will take Emirates Airways. He further emphasizes that no problem with that because Hes going to write a note on the system (22nd booking) and send an email to Silk Air office in Davao regarding the details for the 22nd booking; He clearly pointed out that only one thing Im going to do is to informed my wife or any person related to me to go to Silk Air Davao and get the new ticket.
On 22nd of April my sister in law calls me that Davao Airport told and demanded my wife to take the baggage from Dubai as Dubai to Kuwait ticket is NOT CONFIRMED! I calmly told my irritated sister in law to be calm as Im going to check this issue to Singapore airlines Kuwait. Sad to say your Singapore airlines office staff tells me that someone from Silk Air Davao cancelled the Dubai to Kuwait ticket of my wife & son (I dont know if its true or just an alibi). I was very upset that time however; it cant help to solve the problem.
Same time I cant allow my wife & 2 month old son to stay and wait in Dubai International Airport for unknown hours or days and thus, I coordinated and again beg for help to Singapore Airlines Kuwait and other personalities for my wife & 2 month old son safety and for them to be in Kuwait the next day.
23rd of April, they arrived in Kuwait International Airport safely however, the baggage was delayed for one day. With the sleepless night, emotional hatred and moral damages I experience with Singapore Airlines Kuwait and for you to do the necessary corrective & preventive actions I made this complaint Likewise, Im expecting an appropriate action from your side. For more clarifications, dont hesitate to email me back and please, let me know your feedbacks and the corrective actions.
Renaud of Phuket, OTHER June 12, 2006
Bad experience on my last flight with Singapore Airlines, and the company never responded to polite e-mails and a registered letter I send them, well over a month ago: Here is what happened: I checked into their flight from Phuket to Singapore and on to Zurich 3 hours before flight time or some 6 hours before their flight on to Zurich, Switzerland.
Yet, I was not given an aisle seat (they were as I was told all blocked off), then I endured a horrible trip over resulted in some food poisening/stomach problems for 4 days while doing important business in Zurich, Switzerland. I note: Increasingly Airlines block off whole rows of seats and this way in advance, so discriminating against individual travelers. I then booked my trip back in Zurich and raised this bad experience to their helpful employee at Singapore's Zurich office. On the way back, again seats where blocked off, even while I requested a seat 10 days before returning.
Here is the real complaint: On the way back to Phuket, some 3-4 days later, I contracted (diagnosed at the Bangkok-Phuket hospital here) as having a case of Sialadinitis a very painful & rare infection of the saliva gland, most likely contracted through bad water evaporation system in their plane? Hence I wonder if other cases have been reported? I was astonished as I am a healthy non-smoker professional and it is highly unlike to have been contracted this other then by having boarded that flight.
I do have full medical certificates for the serious infection I was beared to now brunt (but now better) and sent those Hospital diagnostic papers in English to their Bangkok/Singapore office in mid May. No response at all. I do feel some kind of remuneration is in order due to this double whammy, on both flights, I just endured. But when I wrote them in a cordial way they never answered. I just asked again, but again no answer. Singapore Airlines does not seem to care at all.
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