Singapore Airlines
Reviews and Complaints

I recently completed a flight booked via Air Canada, on which the return leg had it’s first flight on Singapore Airlines (booking reference 52UZ8M)

According to my Air Canada Itinerary (attached below) the charge for the second piece of baggage was supposed to be $100 CAD for myself and my wife or $200 CAD total.

I only had an itinerary change form with me that did not have baggage page attached. Since I did not have a copy of the full itinerary with me, the staff in Brisbane charged me $225 USD per bag (see receipts attached) for myself and my wife, or $450 USD total, converted to $628.58 AUD. It has now showed up on my VISA statement as $642.05 CAD. This was incorrect but I had no recourse but to pay it since I had no other information with me.

Singapore Airlines is refusing to give me refund

Singapore Airlines always be my first choice regarding to the reputation as the best airlines in the world. I have so many best service experiences with cabin crew during my flight.
But, I have disappointed when I was attending Singapore Airlines Travel Fair in Surabaya, Indonesia on 27 February 2016.
I have bought 2 (two) tickets to Melbourne during event.
For lucky draw, I only got 2 pcs of One Dollar Singapore Airlines Bag, but it's OK for me (thought will donate it to homeless or orphanage).
The lucky draw is generated by computer and operated by SQ SUB staff. After drawn by system, I want to see the result on computer screen, SQ SUB staff doesn't allow me to see the result what kind of gift I get.
I AM JUST WONDERING WHY ARE THEY DO NOT ALLOW ME TO SEE IT ?
Actually, SQ SHOULD BE FAIR, OPEN AND TRANSPARANT and let customers see the result by theirselves as you do spinning wheel and you know the result then you will feel relief.
Hopefully, in the future you will do fair and open way in your lucky draw section and satisfy your customer.

Ref: Silk Air M-[protected]

I wrote on the 4th Jan and then again on 19th Jan of which the following was received. Since then, total silence.

Dear Mr Chong
This has reference to your email dated 19 January 2016.
We are sorry that the investigation is taking longer than expected. Rest assured that we will accord you with a reply when all the investigation is completed.
We thank you for your patience.

Yours sincerely
Abdul Rahman
Senior Officer Customer Affairs

This is the Last of a number of contacts with Singapore Airline wherein I tried to obtain a promised refund of $100 ($50 per ticket purchased): Throughout the long process of obtaining tickets through your website (that had recently been renovated when I tried to use it) and then actually booking, the process has been laborious. The website didn’t work, and I finally called your office and was assisted by someone who also had a difficult time ticketing. Finally it was done, and the lady told me that she would not charge me for the additional amount to use your office, since the website was not working. However, the tickets were issued with $50 additional charge on each ticket for not having used the website. First you had to research for some time. Then I was told there would be a refund. Then I was told no refund until after I traveled. Then I traveled and sent a request for the refund, but there has been no response. This is my final request for the refund of $100 for the two $50 charges. After that, I will start placing complaints and notices wherever and however I can."

I flew Silk Air on flight MI 327 from KL to Singapore on Nov 26, 2015 (Seat 14E). Unfortunately, I left my pair of spectacles (and their case) in the seat pocket in front of me. I called up Silk Air to follow up on this and after many attempts at getting through an agent, left a voicemail. Silk Air did return my call shortly but their efforts to trace the item were abysmal. They even questioned if I had indeed left it there. Conversely, I questioned the integrity of the cleaning crew that comes on board after a plane lands. I find it it difficult to believe that such items are not collected and turned over to a central Lost & Found immediately. Very often, the response I get in such cases is that the plane has already departed for its next destination and it is impossible to trace it (which leads me to believe that the cleaning crew has either done a poor job or is lying about not finding the items). Had a similar poor experience with Singapore Airlines a few years (and that was again a pair of spectacles left on my Business Class seat!). Am beginning to wonder if there are a few thieves floating around and/or if Silk Air and SQ are sincere about handling such requests.

Silkair changed my travel dates so end up i cant travel. Requested for a refund near end July 2015. 4 months now, and i still have not received my refund. When i call they refuse to help saying i need to check with the travel agent (website CheapTickets.com) where i purchased the flights. 2 tickets worth almost $1800 via my credit card. When they do reply to my query they say they received the request in August and will take 2-3 months. Well it has been that long and still no sight of my money. Everytime when i check with Cheaptickets.com they tell me Silkair has not responded to them and why finally they did, they tell me Silkair has processed the refund on 20 October and i will received the money in my credit card within 15-20 days. 1 month later, now nearing end of November, still no money! Really unacceptable service and definitely do not want to go through this airline anymore unless there is no other choice. Give me back my money! What an embarrassment to Singapore! And i am a Singaporean!

I Travelled on Singapore Airlines Flight SQ863 from Hong Kong To Singapore and several passengers during take-off and landing refused to put there seat belts on, I notified the crew on-board and they did nothing, I put a complaint in seeking compensation, and I've no reply yet, its already been 1 month, Im seeking a full refund on my flights to and from Hong Kong, the service is very poor, even bassinet wasn't provided for my daughter. Thanks Gary

Resp. Sir/Madam, Loss of valuables in Malaysia – Singapore- India sector. I, Mr. Maniklal Shah, herby lodge a serous complaint on the loss of a very valuable item from my “locked bag” while travelling in the sector mentioned above. This incident is very disturbing for me since I travel almost every other month in this sector for business. My travel is always on Business Class. I noticed the loss on arrival in Mumbai on the conveyer, where my “locked” bag was found open and lock missing. What I lost was a golden “TIE PIN” studded with “Diamonds”. It was in a pouch and was in one corner of my checked in luggage [Luggage tag attached] Details of my flight is given below: Date of travel Airlines PNR From To Dept/Arrival time 24/09/2015 SQ5425-3Singapore Airlines-(OPERATED B Y SILK AIR) 3BYBOQ KUALA LUMPUR SINGPORE 12.00hrs.1300hra 24/09/15 AI343- AIR INDIA AI/JTZ9Y SINGAPORE MUMBAI(CHATRAPTI SHIVALJI INTERNATIONAL AIRPORT) 1915hrs You will notice from the above chart, there was about 7hours of transit time in Singapore. My suspicion is that someone may have noticed this while screening and had the time and tools to break open the lock, open the bag steal only this item-very small and can hidden conveniently. This could have happened anywhere –Malaysia or Singapore or even In Mumbai. However considering the long transit time, it is natural to suspect that the pilferage may have taken place here. It could have happened in Mumbai also as the luggage take some time to reach the conveyor belt. I must admit, that I cannot pin point my suspicion nor I have any evidence to prove it. It is a mere speculation considering the circumstances. Also I hold the Singapore Airport and its integrity and efficiency in great esteem. More than the value of the item lost, It had an emotional connect as it was a present from my wife on the Silver Jubilee of our wedding. This complaint is more for information and improvement of systems and vigilance rather than staking a claim for the lost item. In the process if something is found out or detected, I will be very happy as this may help seal a source of such thefts/pilferage. Looking forward to your acknowledgement of this complaint and finding if any. Yours Truly, ________________________________________________________ Maniklal Shah |

Booked return flight to England, returning from Copenhagen around the end of last year, in conjunction with a 3 week stay in UK and a Baltic Cruise to take place June 4th return July 7th. We missed the outgoing flight on June 4th, as it was ticketed as a June 4th, 12.05 am departure from Tullamarine. Somehow we thought it was leaving June 4th going into the 5th, alas it was leaving June 3rd going into June 4th. As we were declared a no-show we lost our total booking and our first night's accommodation in London. We feel 1. that the time stipulated does not "exist" as it should have read June 4th 00.05 am. 2. we realise that it is written in the fine print, but how can the airline take our taxes component when we did neither land / depart/ return on their ticket 3. how are they allowed to cancel our return journey when it has been booked and is therefore "owned" by us 4. when we re- booked we were "unable" to get tickets through Singapore and thus needed to book Thai Airways costing us an extra $4300 5. Flight Centre confirmed in our post trip discussions that this "problem" occurred quite often, yet seemed to be reluctant to change the system, even it added in pen that one has to check in the night before possibly 25 seconds work.6. why do Singapore Airlines and Flight Centre not use the 24 hour clock on International Flights ? Hoping you can make some sense/headway. We are currently still in talks with F.C. who are discussing the scenario with S. A. Is there a precedent for us to follow up on ? Should we talk to the Travel Ombudsman or A Legal Firm ?

I had terrible service from the crew during both legs of my trip from Japan to Singapore and then from Singapore to South Africa.
Firstly the flight attendants in my section were rude and seemed as if they were doing me, and other passengers a service by being there. I didn't take down any names but wish I had, the service was so crappy. And I didn't enjoy my travels. Since Singapore airlines is supposedly rated among the best airlines even in Economy class I was sorely disappointed. The flight attendants had a foul manner and were not helpful to me at all.

In addition, my in flight entertainment system failed to work after many tries by both myself and crew. I was told for over 2 hours that they would re-set the system, I should just sit tight. Over 2 hours of sitting and waiting!
Eventually I asked to move to another seat. I then had to wait an addition hour for some crew to get permission. Whilst everyone on the plane had eaten and was otherwise entertained I sat waiting with no response even after calling attendants, they walked passed and intentionally ignored me.

This is to bring in the worst desk service with any flight service.
I was travelling from xiamen to new delhi fro which I had to be put on a singapore flight to reach new delhi.
It was confirmed thrice from the airline desk that the lugguage has been transferrerd to the flight going to new delhi
I was confirmed on all these 3 occasssions that the baggage has been shifted and will be able to receive it in new delhi.
On reaching delhi. I'm told by the singapore airline that the baggage by cathay pacific has been detained in singapore and will be available only through the same day evening flight (Confirmed by mr. Manoj and jai kishan, both are ground staff members responsible for luggage at new delhi. When contacted during the evening I was told, sorry maam, but your lugguage is in hong kong and we will get it only in the next morning flight.
To which I questioned as I was promised that my baggage is being transferred from singapore to new delhi in the evening flight.

I want to file complaints against:
1. Your ground staff who misled me, gave false statements regarding my baggage, saying that my baggage has already been transferred.
2. The singapore security staff in the departure wing near gate number 41f, the 2 female staff members, checked my lugguage status and confirmed that the baggage has been transferred.
I am filling tis complaint against your staff, claming a compensation of 50, 000/- (Inr) and strict action against the staff members who have been giving wrong information and causing mental harrassment for the past 24 hours.

Flight itinerary:
Thu, dec 11, 2014
Flights: singapore airlines, sq 0957
from: jakarta cgk, indonesia (cgk) departs: 11:30am
departure terminal: terminal two
to: singapore, singapore (sin) arrives: 2:05pm
class: business
status: confirmed airline confirmation: 7lk5gd
meal: meal smoking: no
aircraft: boeing 777 jet distance (in miles): 557
duration: 1hour(s) and 35minute(s)

Thu, dec 11, 2014
Flights: singapore airlines, sq 0494
from: singapore, singapore (sin) departs: 3:05pm
departure terminal: terminal 2
to: dubai, united arab emi (dxb) arrives: 6:45pm
arrival terminal: terminal 1
class: business
status: confirmed airline confirmation: 7lk5gd
meal: meal smoking: no
aircraft: boeing 777-300er jet distance (in miles): 3635
duration: 7hour(s) and 40minute(s)

I am having a bad customer experience with singapore airlines during claiming my delayed an damaged luggage.
Firstly, during my transfer in singapore airport, a ground crew mentioned that they didn’t have time to transfer my luggage. thus, they left my luggage in singapore which was due to fly in the next flight which is only going to fly the next day and the same time. the ground crew mentioned as soon as i arrived in dubai i could ask singapore airlines to deliver the luggage with different airlines at the same day. i was bound to come in for work the next day so having my luggage at the same time would be ideal. however, when i arrived in dubai, the lost luggage claim basically could not send the luggage at the same day. they did not, at least show, that they tried to help me getting my luggage in the same day. the answer is just no, we can’t. i had to spend more than 2 hours in the lost luggage claim.
Secondly, my luggage arrived at 1 am on saturday, dec 12 which was more than 24 hours after my flight and it was damaged. i had a polo classic 29” luggage which was considerably new and rarely use.
Thirdly, the customer service who handled my luggage claim shows no good gesture in coming to a terms that will work both ways. instead, he just giving me options that works conveniently to singapore airlines instead of me. this is not what i expected from such an airline who claimed to have a good customer service especially when i had an expensive travel on business class.
I filed a complaint on my damaged luggage and singapore airline picked it up and claimed to repair it. a couple of days later, i received an american tourister bag without any notice before. singapore airlines did not give me any notice that they couldn’t repair it and didn’t consulted with me if an american tourister bag as a replacement will be ok for me. the replacement luggage was aed 285 ($70) almost half the price of my polo luggage.
I sent another email conveying my disappointment, and singapore airlines claimed that they could not find the brand in dubai – shocking. i requested to be compensated with a luggage that is at least the same price or not far off from my luggage. after weeks of exchanging email, singapore airlines basically does not want to accommodate any of my suggestions. instead the customer service, mostafa faried, basically gave me an ultimatum that i had to choose from one of the options they gave me. his options was:
1. new american tourister bag ( sister company of delsey ) plus service recovery voucher 100 sgd ( valid for one year ).
2. cash compensation usd 100 ( equivalent aed 360) .
3. transfer the case to jakarta so you can find same quality as your polo bag.
My thoughts on the options;
1. singapore airlines did not ask whether an american tourister bag worth of usd70 is ok for me as a replacement. they practically just wanted me to accept it while i do not want to accept something that worth half of my luggage. the voucher, as we all now, it is useless. i will never use it as i will not fly with singapore airlines anymore.
2. i checked in abu dhabi mall that most of the 29” luggage cost around aed 500. this means if i take the cash amount, i had to get a new luggage with addition aed 150 from my own money and i had to carry my luggage all the way to my hotel.
3. if singapore airlines dubai treated me this way, having the case transferred the case to jakarta will not make it any different. i would expect to be compensated with cheap luggage and i did not have time to handle this any longer.
I just want to be treated fair. i do not know why they do not want to accommodate my request to provide me with a replacement bag that is at least the same price or not far off from my luggage. this is simple. but my experience with mostafa farid, he did not give me any thoughts in accommodating my request, gave me an ultimatum, and treated me to the convenient of singapore airlines instead of trying to accommodate any of my request. i have not received any remorse or apologise from mostafa nor singapore airlines. this is not expected from singapore airlines who is said highly valued in their customer services.

This is most embarrassing and disappointing experience I had in my whole life with singapore airlines and indian international airport in delhi
With my flight sq 403 booking ref no. Zsng3q as I was travelling with my wife and 4 year daughter.. Our flight was at 9:30 pm and we left home at 5 p. M where airport was only 20 km and because of traffic we reached there at 7:40 p. M and and waited there on gate then at checked in at 8:15 pm and then there was a long queue in immigration check as I asked one of the airport staff to check if the let me go from green channel as I am running g out of time and I have 4 year kid she replied that there is no green channel and singapore airline will contact you and take you as soon as possible no one turned up and announce our name for that until 9 p m and at last I asked again and again then someone turned up and rushed us to baggage scanner and mixed our luggage and lost my boarding pass I was still at the airplane entrance at 9:25 and they refused to give us entry in plane as my wife and daughter had there boarding pass they refused them to enter as well the staff there was too rude rather then help. Jaspal singh who was duty manager at that time was very rude and didn't helped us at all and hemmant singh and andy from singapore airline had no idea what they doing and provide us no assistance for next flight or stay at the end. They didn't even told us what to do next and rudely refused to help us. We have wait 4 hours at airport with 4 year old had to go back at 12 a. M search for cab search for hotel and next paid flight after 24 hours and spent lot of money and felt lot of insult and depression.

I need full compensation or I will sue singapore airlines to missbehave.

An further query please contact me.

With regrets
Ajitpal singh
[protected].
[protected]@gmail.com

I flew from Melbourne to Singapore on Christmas Day. One would expect to have turkey on the menu being Christmas Day. However, the selection was either Turkey or Curry chicken rice. Of course I picked turkey only to be advised that it is no longer available (all taken) resulting me having to have curry chicken rice which was extremely spicy resulting in me have two bouts of air sickness (threw up in the toilet). Surely the airline should have some sense in pre-ordering more turkey than spicy curry chicken rice especially when the flight originates from Australia.
The service, however, is fantastic with courteous and helpful air stewardess.
I will fly SIA again but hope to see some improvement in the food - no spicy food please.

HI Sir,
I would like to get to your kind notice that we travelled on 12th Aug 11 pm flight from India Hyderabad to Auckland via Singapore Airlines and my one baggage was broken from middle.
Once I checked with Airlines staff, they mentioned that it is not their responsibility.
I need some refunds on that ground, let me know if it is possible.

Thanks,
Shraddha Nand Mishra

Attn: Customer Care, Singapore Airlines
I am submitting complaint on this social media, because there is no proper response from your customer service mail, your customer service helpline is continuously busy, there is no intimation or call from your end to resolve my query.

This is with reference to the baggage lost by your airline the details of
which is given below :

Passenger Name : Mr. Amit Somaiya
Date : 25th September 2014
TN Baggage Tag No : SQ170083
Ticket No : [protected]
Flight Detais : SQ917/25SEPT/SQ530/25SEP

I had arrived in Ahmedabad last evening by flight No. SQ 530 from Singapore
and SQ 917 from Manila.

On arrival in Ahmedabad my baggage had not accompanied me in the flight. I
am sharing this email to lodge a formal complaint of the mannerism and
attitude of your ground handling staff.

Regarding the incident, I have listed down the sequence of event so that
you can understand my concern:

1. When I landed at the airport and cleared immigration my name
was put up on the board and we were asked to contact the ground staff.
When I approached one person he callously directed me to the kiosk and
said that “Your baggage has not been arrived with this flight. Please
go and complete the formalities at that kiosk” . There was no empathy.
There was no explanation and no apology.

When I approached the kiosk another member on the ground handling
staff asked me to fill up the form with regards to my lost baggage and
did not tender any apology.

2. When I questioned what is the status of my luggage? They said
that it was not connected with my flight and that I would be receiving
it later. When I asked when I could receive my luggage they mentioned
that it would come in the next flight. When I further queried and
asked them when the next flight is coming they said it would be on
Sunday and I would likely be receiving my luggage on Monday.

I had arrived on night of 25th Sept. The ground staff was mentioning
that the luggage would be arriving by Monday morning. When I conveyed
this frustration to the ground staff and asked them how they expected
me to stay without my clothes starting from Thursday morning all the
way till Monday morning i.e. over 3 days; he was clueless and non
supportive; he just offered an explanation that they could not do
anything and they were merely a ground staff agency and not directly
employee of Singapore Airlines. I then asked them that I would like
to speak to the Manager Incharge at Singapore Airlines who would
understand my concern and address it.

3. After 10 minutes Mr. Amar Vora introduced himself as Station
InCharge for Singapore Airlines. I asked him the same set of
questions as referred above as to when I would be able to receive my
luggage. His answers were devoid of empathy, with no apology being
offered on behalf of the mistake of the Airlines. He just stated that
we were likely to receive the luggage in the next flight on Sunday and
there is no way he could do anything more about it.

4. Further when I shared my frustration and concerns with him
regarding the delay of my baggage, not having my personal utilities
for 3 days, my important papers and documents missing along with my
bag; he maintained a helpless composure. He then asked me which
passport I had. When I replied back to him that I am an Indian
passport holder he promptly replied back “in that case I cant help
you”.

I was shocked when I received this response. How is Singapore
Airlines discriminating on solutions and grievances to be offered
based on nationality ?!

After the above conversation I was totally frustrated I asked Mr. Vora
to give me the details of his complaint desk as well as his Senior
Manager to whom I can address my complaint. He shared me the common
email address of customer care of Singapore Airlines. Further he
refused to share the name of contact details of his senior.

I have not received any satisfactory reply as to what is the status of my
baggage. With this formal complaint now I demand the following:

1. Clarification on the status of my baggage.
2. Details of when I can expect my baggage be received by me.
3. I need compensation for delay for these 3 days. Damages will
have to be quantified in terms of the personal utilities which I have
to purchase till I receive my baggages.
4. I demand an apology from the Singapore Airlines. The fact
that your staff discriminate solutions to clients based on nationality
is unthinkable. I am going to take this matter very seriously as I
will press for charges for discriminatory behaviour.

I will expect that you will reply back to this complaint within 24 hours
failing which I will be constrained to take legal actions to enforce my
rights.

Amit Somaiya
+ [protected]

I travelled on Singapore airlines flight SQ 423 on the 15th of July 2014 from Mumbai to Singapore. I was served a standard meal even though I had requested a Hindu non vegetarian meal. The meal that was served to me was spoilt. It consisted of chicken curry, rice, okra (which was not properly cooked) & a side dish which I am not sure what it was. The sauce on this side dish was slimy & was spoilt. I realised after consuming a small portion of it. I suffered food poisoning as a result of this on the next leg of my journey also with Singapore Airlines. I had severe diarrhoea & fever.I do not expect such standards from a reputed airline like Singapore Airways

I am a frequent traveler and KrisFlyer Gold member for 4 years. I recently purchased flights to the USA through Singapore Airlines.
I was charged 3 times the amount of my tickets, in 3 separate transactions, in 3 different currencies. My credit card had been put on credit hold due to excessive charges and Singapore Airlines will not help resolve the situation.
I have called Singapore Airlines no less than 2 times every day to try to get this rectified. It is now 10 days after the original purchase was made and Singapore Airlines has yet to refund my money. I have incurred significant finance fees, risk losing my credit card and my personal credit rating will be damaged.

I recently flew Singapore airlines from Jakarta to Singapore return --- a very common flight path. Admittedly, the time period was Christmas to New Years eve and I booked it only the week before, so I was expecting to pay a premium.

However, having found the flights I wanted, I began the booking process, when suddenly mid-booking, I received an error stating that the flight was no longer available. Yet 15 minutes later, the flight in question was once again available, but at a higher price! This happened on not one, but two different flights I was looking at.

I called up their call centre who of course, could do nothing to give me the price I was originally quoted, so I ended up just booking at the higher price ---- supposedly the very last seat on the plane. Lucky me!

When the day arrived, I boarded the flight in question and was SHOCKED to see that the plane was 75% empty!

I have certainly heard of airlines jacking up the price of flights based on website views (TIP: to avoid this, try deleting your cache/cookies before visiting an airline website, and/or use a search site such as Kayak.com), but to falsely claim that there was only 1 seat left on the plane, and then purposely remove it mid-booking to jack up the price, is just plain wrong and surely illegal.

Is anyone aware of an airline ombudsman for pursuing this? I would love for some lawyers to punish airlines like Singapore Airlines for their dodgy practices. This should not be permitted, and should be punished severely.

Watch out flyers of Singapore Airlines!

My husband and I flew business class from Canada via Dubai to Singapore. My golf bag (with various medications and necessities inside) was left behind in Dubai. When we arrived in Singapore, we reported to Lost and Found at Singapore Airlines office at Changi Airpport, and was told they had located it in Dubai and would be put on the next day's flight. The following morning, when I called Lost and Found, I was told the bag was not put on the flight and in fact the agent said she could give me no assurance that it would arrive tomorrow or the day after. As I was on a golf trip this is a disaster. We had paid thousands of dollars for pre-paid golf outings in Malaysia only to find I have no clubs and in fact do not know when they would arrive. This is very surprising as Singapore Airlines was my favourite airline. This is unacceptable and for this so-called premium airlines, this is another sign it has gone downhill.