ComplaintsforSingapore Airlines

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 03/29/2023 $7500 plus an additional $4300.00 (for a change in flight)The business committed to a $100 change in airfare if a flight is needed to change or $100 in "no show" fee. I was headed on my return flight and I called into the airline to let them if I was going to be late, we had already checked-in, had carry on bags and the person on the phone told me we would not make it on time. I told him we had already checked in and that there was an accident on the freeway. He pressured me and told me I would miss my flight, and showing up would cost me $900 if I changed my flight at the airport. Further he told me that there was only 5 seats left on the flight the following day and that I should book it for an additional $4300.00. I told him I told think about it and that I was only 15 minutes from the airport. He proceeded to tell me that I was going to be charged an additional $900 plus $4300 if I make the changes at the airport. Feeling pressured, I agreed to book with him. The following day, at the airport, I am told we do not have seats and are on standby, a waitlist. The agent lied to me and told me we had guaranteed seats that that's what we were paying for but when I showed up to the airport, we did not have seats.

  Business response

  05/10/2024

  Dear BBB Team: We had not received your feedback prior to a mailed letter that was received on 30APR2024. We have since investigated and responded to passenger as follows-

  VIA EMAIL
  
  **************************
  
  9 May 2024
  
  S-2024-05-13621128
  
  Dear ***********
  
  Thank you for your feedback received via the Better Business Bureau.
  
  First and foremost, we hope you have all recovered from your car accident. 
  
  We are sorry for your disappointment with the handling of your request to change the date of travel. Our reservation call center staff, when requested to make changes, will view the change fee and/or fare differential based on the terms and conditions of your original fare ticketed. Upon our review, the original ticketed booking class "E" was not available for the 30 March 2024 flight. As such, they provided the fare difference to the class of service that was available (USD ***** total for all pax). The change fees, with authorization, can be waived, however under normal circumstances the fare difference is unable. 
  
  In view of your accident/hospitalization our supervisory team was able to reissue your tickets with no add collect, however we noted there was a problem with them confirming the seat in the system. There was a miscommunication with our call center and airport team regarding the confirmation of the actual seat and we apologize for the inconvenience caused with making you wait at ************** for acceptance during the check-in for the flight.  
  
  With that said, your email mentioned that you are requesting a refund for the paid amount of 4300USD for a change in flight. Can you please provide any documentation as the change for the Narita to *********** flight was provided with no add collect. 
  
  Thank you for your understanding and continued support of Singapore Airlines. 
  
  Yours sincerely
  ***********************
  Customer Relations Officer
  Singapore Airlines Limited

  As we changed her ticket with no add collect, we have asked her for receipts of the charges she has claimed for further review. At this time case is closed until passenger responds. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This started on 12/20/23- 01/15/2024 5 traveling and upgraded 3 tickets only out of 5 and couldnt change us back to our normal tickets due to selling the tickets. So kids sat separately going to ***** for the 1st time from ** Promised us a credit of $1500.00 never got Promised us a fee upgrade on return from ****** to ** never got Charging our credit card without approval (FRAUD)Cancelling our return tickets for 3 out of 5 passenger. Keeping mind that we bought return tickets early 2023 to travel as a family Told us the flight is full and we would have to travel either day before without my other 2 family members or we can travel 5 days later. (Which would hav my kids miss school. We found tickets on same flight and had to buy these tickets because they cancelled our 3 tickets. We spent over 75hrs on the phone going and coming back from our trip due to there agents false promise and mistakes. How do you upgrade only 3 tickets when there are 5 traveling together 1st time to a foreign country. Kids age of 10,13,16 years old. What a nightmare and stress for parents and kids to think we are traveling and enjoying this 1st time trip to there parents Mother Land *****. We are asking for the recording of there agents promises. Also Fraud Charges of charging a credit card that had nothing to do with the travels *******, ****, *******************. Who gave them a verbal or written consent to charge *********************** credit card. How did you even get the credit card number. Who and when did anyone give you permission t0 charge on that credit card. Also they state that **** and ***** they dont know who they are but, the credit card charges and money went to Singapore airlines as it stated on the credit card statement this $8000.00 plus charges happened on Dec 20th for 3 premium class tickets 1 way only When I paid $1500.00 per ticket return per passenger from *** to ****** and ****** to *** They charged us $8000 plus for 1 way. Keep 2 others in economy class.

  Business response

  03/13/2024

  Please accept our apologies for the late response. According to our record, ************** has written to us directly and our Customer Relations representative had responded to him.

  Below is the email sent to ************** for your information.

   

   

   

  Dear *************, 
  
  Thank you for your email. 
  
  With regard to your feedback, as previously mentioned and based on our further investigation, ***** (****) and ***** are not Singapore Airlines' employees. We kindly request that you escalate the points related to these individuals to the respective office you had been in contact with via the number you previously mentioned ****************) and which does not belong to Singapore Airlines. In our initial correspondence with you we recommended to dispute the charges made a result of that communication with your credit card issuer. *************, we won't further investigate any issues related to the mentioned individuals. 
  
  Currently we are looking into all the commuications related to your bookings with our call centre representatives. We will respond to you once we have the findngs we need to address your below questions. 
  
  We appreciate your patience. 
  
  Yours sincerely
  *******************************
  Customer Relations Associate
  ********************** Limited

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My spouse and I availed of the student fare option for a multi-city itinerary. Due to the nature of this booking, we were unable to complete the reservation online, prompting us to make the booking via a call to Singapore Airlines reservations. Consequently, this resulted in different Passenger Name Records (PNRs) for each of us **************************** ******: 5DPIZZ and **************************** **********: 5DHFZO.During my first booking call to the Singapore Airlines reservation staff, there was a misunderstanding that led to the booking of a flight from *** to *** with a departure date of November 7th instead of December 7th. Realizing this error the very next morning, I promptly contacted them to rectify the mistake, as no traveler would intentionally change their itinerary to extend their stay by an additional month (EXACT), especially within a few hours of the first booking.It was acknowledged by the airline staff that this mistake was on their part, and hence, they waived the rebooking fees. They assured me of my continued eligibility for a complimentary booking change. Therefore, during the third rebooking, recharging me for rebooking fees was inconsistent with their earlier assurances.Considering the aforementioned scenario, I'm formally requesting a refund of the rebooking fee of USD ****** for each passenger. Thank you for your understanding, and I look forward to a satisfactory resolution.

  Business response

  01/25/2024

  Please find below the email sent to ****************** on 15 Jan for your information:

  
  
  

  Dear *****************
  
  Thank you for your email.
  
  In regards to your request for refund.
  
  Upon reviewing your case with our team, we regret to inform you that we are unable to process the refund for the amount that was collected on the third reissuance of your ticket.
  
  Please be advised  that as per the Terms and Conditions of the Student fare, complimentary booking change is only applicable for your first booking change request only.
  
  We appreciate your kind understanding on this matter.
  
  Thank you for choosing Singapore Airlines.
  
  Yours sincerely
  *********************************
  Customer Service Executive
  Singapore Airlines Limited
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to reach out to Singapore Airlines to change my flight ticket. I had purchased an Economy Value plan (N) so that I have the ability to change my flight. I was looking to change my flight to May 26. However, upon reaching out to Singapore Airlines, the representative first informed me that I had pay pay nearly $2k per ticket to change the flight as they did not have a seat for the same travel class that I had purchased. When informed that my dates were flexible, they then kept me on hold for a long period of time and informed me that the only available ticket they had was a standard economy and that would cost me over $800 addition. On checking out the website, it appears that they only offer standard and flexi economy ticket. They do not appear to have a value category for that period of travel date. Attached is the screenshot from the website.When asked to speak to a manager, the representative was not only rude and demanded to know why and ended with "fine", he had me put on hold for over 45 minutes and I was never connected to the manager. I was on the phone for more than an hour and a half with Singapore Airlines and they ghosted my call.I would like to know how Singapore Airlines plan to assist with my travel back without charging me more than what I was informed, which is a $200 fee for changing my flight.

  Business response

  02/02/2024

  We have asked our **** Center Supervisor to follow up with passenger.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recent journey from ****** to *** on October 29th, 2023. The problems began with a delay on the flight from ****** to Singapore, which raised concerns about the limited connection time between my flights in Singapore. Despite assurances from multiple Singapore Airlines staff members in ****** that we would not encounter any issues making our connecting flight (SQ 38 to ***), the reality proved quite the opposite.Upon landing in Singapore, I was informed that I would not be able to board my connecting flight, SQ 38, as it was already boarding. I pleaded with the ground staff to wait for me, emphasizing the urgent need to get back home on October 29th. My son was waiting for me, relying on my assistance to get to school, and I had a professional commitment to treat 37 children with severe dental issues on October 30th. Eight of these children were in severe dental pain with abscesses, requiring immediate treatment from their pediatric dentist, ****************. Furthermore, my office staff depended on me for a regular clinic day, and one of my dental assistants had just returned to work after her husband's tragic car accident. The situation was dire, and I tried to convey this to the ground staff in Singapore, but regrettably, there was no consideration for these critical issues.The connecting flight took off without waiting for its own passengers. Subsequently, I was rebooked on UA 28 from Singapore to *** on the same day, although there was a concern about my luggage making it in time. Within a matter of minutes, I was told I couldn't take the flight due to baggage issues, despite being issued a confirmed PNR (see attached) and told I could collect my boarding pass. With no other options, I was rescheduled on SQ 12 for the following day, October 30th. I was initially denied a hotel, and after persistent requests, I was assigned a room at the ***************** with no meal vouchers provided. Airlines has offered 0 resolution or compensation for the losses..

  Business response

  12/29/2023

  Please find below the emails sent to **************** for your information.

  On Tue, Nov 7, 2023 at 1:25?PM CustomerService <************************************************> wrote:
  
  Dear ***************
  
  Please allow me some time to look into this matter further. In general, when rebooking the misconnecting passengers, we will seek for the first available flight, even if it is on other carriers, in order to minimize the impact.
  
  I will contact you again once additonal information is available.
  
  We appreciate your pateince and understanding.
  
  With best regards,
  
  *******

   

  On Mon, Nov 6, 2023 at 10:57 AM CustomerService <************************************************> wrote:
  Dear ***************
  
  We acknowledged your disappointment about this flight disrutpion causing you to miss the connecting flight.
  
  ****************, we seek your kind understanding that this flight disruption was caused by unforeseen circumstances. Our team in Singapore had done whatever they could to rectify the situation by rebooking and providing accommodation and meals during your stay in Singapore. When rebooking misconnecting passengers, we always seek the consensus of the passenger before proceeding.
  
  Once again, please accept our most sincere apologies for the inconveneince caused on this occasion.
  
  With best regards,
  
  *******

   

  On Mon, Nov 6, 2023 at 9:51?AM CustomerService <************************************************> wrote:
  VIA EMAIL
  
  ****************************
  
  6 November 2023
  
  S-2023-10-10843097
  
  Dear ***************
  
  Thank you very much for your patience while we are checking with our Stations regarding the handling of the flight disruptions on 29 Oct/30 Oct.
  
  According to our findings, you were initially checked through on SQ421/29OCT BOMSIN with same day connection on SQ38/29OCT SINLAX. Regrettably, due late arrival of SQ422/29OCT from SIN to BOM as well as air traffic congestion, the flight was delayed for 44 minutes. It resulted in the misconnection of SQ38/29OCT.
  
  Our colleagues in Singapore Airlines advised that they had rebooked you on the first available flight, i..e, SQ12/30OCT SINLAX. During your stay in Singapore, we had provided accommodation at the ************************ and 2 meal vouchers.
  
  ****************, please be advised Singapore Airlines places great emphasis on flight punctuality and works towards departing and arriving on schedule. However, there are times when a flight delay may occur due to factors beyond our control. Please accept our most sinere apologies for the inconvenience caused.
  
  We appreciate your patience and understanding.
  
  Yours sincerely
  
  *************************
  Customer Relations Executive
  Singapore Airlines
  
  --------------- Original Message ---------------
  From: CustomerService [************************************************]
  Sent: 2/11/2023, 11:51 am
  To: *******************
  Subject: Feedback on Singapore Airlines [ref:S-2023-10-10843097:ref]
  
  VIA EMAIL
  
  ****************************
  
  2 November 2023
  
  S-2023-10-10843097
  
  Dear ***************
  
  We are sorry to learn about the expreince you had encountered when traveling from BOM to *** via SIN on 29 Oct/30Oct.
  
  Please allow us some time to obtain the reports from BOM and SIN Stations regarding the handling of this flight disruptoion. We will contact you again once the informaiton is availabe.
  
  Thank you very much for your patience and understanding.
  
  Yours sincerely
  
  *************************
  Customer Relations Executive
  Singapore Airlines Limited
  
  ref:!00D900w56X.!5006F03K9t0D:ref 
   
  

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are EXTREMELY FRUSTRATED & disappointed with ********************************* I have sent numerous emails including requested documents since March and still have no resolution to our problem. boyfriend, *************************** and I, ***************************, planned a much needed and well deserved vacation to ***************. We booked our flight through Oojo & purchased travel insurance. Our itinerary was: ****************** ****** to *** ** on 2/25/23 at 6:36 pm on JetBlue Flight ****. We were scheduled to land at *** at 8 pm where we would catch our connecting flight to Singapore (Sin-*****) at 10:40 pm on Singapore Airlines Flight SQ0023. Then from Sin-***** to **** (CEB) Flight SQ906. On the morning of 2/25/23, JetBlue was aware they did NOT have an aircraft. Passengers were not notified prior to arriving at the airport for their evening flight. Instead, they kept delaying the flight. Once an aircraft was obtained, we sat on the plane for a significant amount of time since they did not have a pilot. JetBlues delays caused us to miss our Singapore Airlines flight. We were informed by a Singapore Airline employee to ask JetBlue to book us on the next flight which was the following evening. Without going into too much detail, ******* refused. They "claimed" Oojo canceled our return flight the day prior therefore they could not book us on the next flight. I called *********** stated they did not cancel our flight. The Oojo employee spoke directly to the JetBlue employee however NOTHING was resolved. At one point, JetBlue employee threatened *****. We did not want to spend our vacation at *** so ***** called Singapore Airlines and spoke to ***********************. He stated we HAD to purchase new tickets and to claim reimbursement at a later time. According to *****, there were no business class seats available (I paid $5K for two business class seats for our original flight) for the 2/26/23 flight; however he could book us business class from *** to ********* (flight SQ25) then to Singapore.

  Business response

  12/26/2023

  Please find below our latest email to ********************* for your information.

   

  Dear ********************, 
  
  Thank you for your email. 
  
  We are uncertain regarding the source of the contact number you used to contact Singapore Airlines. The number you have provided is not a Singapore Ailines' customer service number. As we mentioned earlier our contact numbers can be obtained on our official page only. 
  
  With regard to your question, please refer to the documents attached to our earlier email. Upon investigation we understand you flew on the tickets ***************** and 618-2441817535-36 which was involuntarily reissued by Singapore Airlines. If you have a look at the bottom of the documents we have sent, you will see the payment details whch show NO ADC which means no charge had been made.
  
  We are unaware if you have received any other tickets from the person named *********************** after you had been charged for the purchase of the new tickets. Once again, we recommend that you dispute that charge with your Bank.  
  
  We hope this clarifies. 
  
  Yours sincerely, 
  *******************************
  Customer Service Associate
  ********************** Limited

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During my Singapore Airlines international flight from ************** (**) to Singapore on 6/8/2023, my baggage was delayed for 2 days. After submitting my claims reimbursement request, their customer support emailed back saying it was just 1 day even though the supporting documentation says that they didn't arrange for my bags for delivery until day 2 and I didn't receive my bags until end of day 2. After several emails to customer service with no replies, I decided to just be ok with the 1 day reimbursement to close the issue. Their email said they attached a Release and indemnity form to fill out to proceed with a payment to me of SGD120 (USD $90), but there was no attached form. I've sent them another 5 separate emails since 10/6/2023 to get such form and no response at all. I think their strategy is to keep dragging claims requests on for as long as possible so that customers will give up eventually. I always thought their airlines had a great reputation, but this experience has totally ruined it for me.

  Business response

  11/29/2023

  Please find below our correspondence with **************

  
  On Thu, Nov 16, 2023 at 7:35?PM CustomerService <************************************************> wrote:
  
  VIA EMAIL
  
  *********** KIT *****
  
  17 November 2023
  
  S-2023-07-09232460
  
  Dear *************,
  
  Please see the attached form for your completion in order to assist with your claim. 
  
  
  Yours sincerely
  Aurora 
  Customer Relations Associate
  ********************** Limited

   

   

  On Thu, Aug 31, 2023 at 6:08 PM CustomerService <************************************************> wrote:
  VIA EMAIL
  
  *********** KIT *****
  
  1 September 2023
  
  S-2023-07-09232460
  
  Dear *************,
  
  
  We note your baggage was delayed from flight SQ21 on June 8 from ****** to Singapore. We recognise there is room for more efficient handling of baggage and have alerted our Airport ********************* to review our processes.
  
  We can understand why you were anxious when the delivery of your bag was delayed. We understand that the bag was returned to you later the same day. If we may explain, In instances of baggage delays exceeding 24 hours, the airline may provide an interim relief payment to passengers arriving in a country they do not reside in. This is to help with the purchase of essential items until their baggage is returned to them. As your baggage was delayed on your arrival back to Singapore, there was no interim relief payment offered to you. Our airport team noted there was no return flight to the U.S on your booking.
  
  However, as we note your country of residence is the U.S, we would like to consider offering you this interim payment of SGD120.00 equivalent to USD *****. Please complete and return the attached Release and indemnity form so that we can proceed with this payment. We will get in touch with you again on the process of your claim ref SINSQ63512.
  
  With that said, we will strive to better meet the needs of our customers and hope to be given the opportunity to serve you again.
  
  
  Yours sincerely
  ***************************
  Customer Relations Associate
  Singapore Airlines Limited

  Customer response

  12/28/2023

  Please reopen complaint #********. I was traveling and missed the messages so it was closed before it was resolved. I sent back the completed Release and Indemnity form on 11/16/23. It has been over a month now and I still have not received a check. Thanks!

  Business response

  12/29/2023

  Payment is in process. It may take some time due processing time by the financial institutes, especially during the holiday period.

  Customer response

  02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Singapore airlines - listed flights that were non waitlisted. Booked tickets by moving frequent flyer mileage form amex over and found return portion waitlisted after booking. The booking was clearly listed as non waitlisted on Singapore web page. I called ticket and then rebooked again with wife watching to confirm what I was seeing and clicking on . Confirmation non waitlisted items only selected on booking. And again waitlist for return Want all amex point moved back to Amex.

  Business response

  11/07/2023

  Please see below our response to **************** on 30 October 2023

   

  On Oct 30, 2023, at 1:10?AM, US_Reservations <************************************************> wrote:
  
  
  ? Dear ****************
  
  Please accept our sincerest apologies for the unpleasant experience you had recently. We have checked your itinerary, the booking was under priority waitlist 27Oct23 for *** SIN 16Mar24 and SIN *** 19Mar24. Waitlist confirmation is still subject to seat availability. You will be notified via email/SMS or call based on the contact information on the booking once your waitlisted flight is confirmed. 
  
  A minimum number of KrisFlyer miles is required in order to convert KrisFlyer miles. *** amount may vary depending on the partner programme. Singapore Airlines may at its sole discretion, and without prior notice, change the minimum and maximum number of KrisFlyer miles required for conversion to partner programme points.

  
  Singapore Airlines may at its sole discretion, amend the rate to which KrisFlyer miles are converted between a KrisFlyer account and a partner programme account.
  All KrisFlyer miles conversion transactions cannot be reversed.
  
  Hoping for your kind understanding and patience.
  
  Yours sincerely
  Amelie
  Contact Center Executive
  Singapore Airlines Limited

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My wife and my son flew with me in business class on SQ 26 on April 2nd. Our Uppababy Vista stroller and bag didn't arrive with the rest of the bags. We waited as long as we could however we had another flight to ******* on ********. The stroller appeared the next day at baggage services. They sent it to us via Fed Ex. The stroller arrived with the bottom support completely demolished. It was split into two. The special protection bag was torn in multiple places. The bag was just purchased a couple months before the flight. It was our first flight with the bag. We have gone back and forth via email getting no where. The outside company Hallmark finally came back and offered $600 when the cost of the stroller and bag are $1219.98. I have asked numerous times how I can reach someone at senior management with Singapore Airlines. They haven't responded. This is an unacceptable settlement offer as it wasn't our fault that the stroller is unusable. In addition, I am sure you insured the stroller with ***** however they also haven't considered getting the damages from ***** if they believe ***** caused the damage. I want to talk to someone to resolve this as I expected a better experience from Singapore Airlines.

  Business response

  10/27/2023

  Passenger has accepted our offer. Our team at *** is working with passenger about the payment.

  Customer response

  11/19/2023

   
  Complaint: 20744375
  
  I am rejecting this response because:

  I have not received payment.  This issue is from April 1st.  I accepted the offer because I couldn't get anyone in management from Singapore to follow up from me.  It is a quite an embarrassing settlement for a passenger flying business class to have a stroller destroyed.  Regardless, I have not received the promised payment.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refunded Tickets: ***************** We had to cancel my return sector due to death of my father and Sinagpore Airlines agreed for partial refund after deductions on 26 Aug 2023.We were informed that the refund has been processed on 12 Sep 2023 with no sign of the promised credit to our account. Every time we remind (now daily) we receive a message that "please note that the refund turnaround time could take up to 6 weeks to be credited back on your account". This insults our intelligence in the todays world where instant payments are made across borders.The quality of the airline should not ONLY be on the service they provide for the monet oaid, it should also be based on the service they provide in exceptions. Singapore Airlines' cababilty to handle exceptions is terrible. We are changing over to other airlines for non-sinagapore travels.

  Business response

  10/30/2023

  Our record shows partial refund is successful to the original form of payment . Passenger should check with the bank/credit card. When refunding the payment , it will take some time due processing time by the financial institutes.

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩