Singapore Airlines
Reviews and Complaints

My partner and I flew from MXP - SIN SQ 377 on 14/07/19. We bought a beautiful bottle of Italian Chocolate liquer, a bottle of gin, a small bottle of Limoncello, handcream, and perfume, at the duty free shops, Milan Airport.
We had a transit at SIN, to then be on SQ245 on 15/07/19 to BNE.
When we went through security in SIN, they confiscated the entire bag of duty free and said we could not take it with us. We were very unimpressed, that at check-in in Milan, we were not advised about the duty free, and NOT to buy it until we were in Singapore. The check-in staff knew we were going all the way to Australia but failed to inform us. Consequently, we spent 149 Euro, only to have the whole lot taken from us. There were 3 other parties, all from different European cities, that were connecting on the same flight, and they also had their duty free taken.
I would like some sort of compensation please - a refund for my duty free goods. ( the receipt is in the unopened plastic bag ).
I have always complemented Singapore Airlines and the service, but this experience has now swayed my opinion.
To top off the journey home, my suitcase arrived at the BNE baggage carousel, minus a wheel, so it now unable to be used as a pully case. I went to baggage claim at the airport, and was told that SQ can do nothing about this. Now I need a new case.
This made my trip home, an unplanned, out of pocket, expensive one.
Awaiting your reply, thank you.

Dear,
Flight SQ335 Paris to Phnom-Penh on the 15th of July:
Because of little late from Paris my seat was ccnceled and change but without the condition required, aile seat against aile seat, the minimum is to ptovide me the same seat condition but SIA desk at SGP did not have that simple attention by luck the gentle, ent at connection desk was professional and calm me down, but afetr 11 hours travelling then rushy to gate you discover your seat has changed in bad condition..My flight on April the same problem with late arrival from Paris at SGP with 3 delay to Phnom-Penh...I trust in SIA but from my lats experience I should revised my position...I am waiting from your feed back to status,
Br,
Pascal NUT
Krysflier: [protected]

I need to share this as I want all to be aware...
We were travelling with Singapore Airlines to Hongkong via Singapore on 19th June'2019.
My PNR no was: OE 7 OSM.
All was good till the time the Check in Counter Executive checked my Pre Arrival Registration Form (PAR)for HONGKONG. Suddenly they said the PAR needs to reflect my PLACE OF BIRTH as Calcutta WB because my Passport was showing the same. When we requested them to consider they asked us to wait . The flight was at 9.00 am and we were at the check in counter by 6.10 am . As we had time we agreed to wait…..not understanding the fore coming troubles that we were going to face. Suddenly a lady walks in (supposedly a Senior Executive) and informs that even the spelling of Calcutta is Culcutta...so HK GOVT will not accept and they will deport us … we need to fill up the form again and then only we will receive the Boarding Pass. We knew how difficult it was to fill that online form and now we have to do the same from mobile phones...
We requested them to provide us with a laptop/Computer as my watch was also showing 6. 45 am by then.They refused point blankly . Me and my Husband started filling up the form (though my Husband's was correct) as we were really tensed at that point we tried to fill both of ours simultaneously.
We kept on trying and failed every time as it was extremely difficult to fill the form from our Mobiles though it was an iPhone. from 7. 45 am they started warning actually threatening us that Boarding will close soon ‘Please fill it up Fast' . Around 7.55 am .We told them ...Please allow us to travel till Singapore and we will fill it up in Singapore and shared that we have Singapore visa and will be staying there. They refused point blankly and said as our return Flight originates from Hong Kong they can not . You all can understand our plight as clock was showing 7.58am and we just had 2 minutes. After repetitive request of signing an undertaking … somehow they agreed by 8am and we ultimately managed to fly to Singapore where we rectified the PAR form sitting in Singapore ‘s Changi Airport.
First I did not expect this kind of behavior from Singapore Airlines and Secondly the (Irony of the whole situation is) HK Govt accepted My PAR Form of Culcutta and not CALCUTTAWB. They accepted it not only once but thrice as I went to Macao and also for an overnight cruise.

If anyone from SIA is reading I would like them to tell that please understand the mental agony of genuine passengers and help them or support them in this kind situations ...as we are travelling in world's best carrier and this is not expected or accepted from your staff.
#SIA#Support#Singapore Airlines Staff members

We have been using Singapore airline for many times to date and has been reasonable happy with the service. Although there has always been minor hiccups In the past but this time it has been the worst experience out of all. After the experience this time I am rating the airline to be the last airline I would use again as I have fully lost faith to it.
We paid a significant amount of airfare to choose Singapore airline purely for its reputation and customer service and because we are travelling with one six year old child and a 13 month old infant, we wanted to minimise the travelling stress with young children. We could have easily choose the low cost airfare if service wasn't our preference especially having to book our tickets way in advance.
After this trip I have to say this has been the worse trip we ever have.

Issues and disappointments as below:

1. We had been allocated to the very last seat.( SIN to Kuching) the Assistant at the counter clearly knew we are travelling with young children! With all the luggage and kids we had to cram through the crowd in and out of plane.
2. We had to carry our young children with hand carry luggage going up and down external stairs and catch bus to terminals in Singapore. this has been our biggest concerns for the safety of our children, people were pushing through and we are so worried our six year old could fall down the stairs any time! Luckily it didn't happen!
3. Our flight was delayed for 40minutes! (Kuching to SIN) we had to physically get out of immigration to buy food for our children due to the unexpected delay.
4. As we have our baby travelling we bought a brand new stroller( worth over $1000 AUD) so he can sleep in it during transit. We have always been dropping off our stroller at the boarding gate for checking and pick up as we walked out the plane. This has been the case from Brisbane all the way to Kuching. But when we are returning to Brisbane from Kuching we had been told we can drop it off at the boarding gate in Kuching but it will have to be checked in all the way to Brisbane and we cannot pick it up to use it whilest transit in Singapore. Although this is just another disappointment for us as we needed it during transit in Singapore for our baby to rest( late night) no matter what we said we have been told it is what it is.
So, checked in all the way to Brisbane with our other luggage we have been told by the airline stuff. Guess what happened, it's gone missing! As we have arrived Brisbane we have to spend extra half an hour trying to figure out where our baby Stroller is, and apparently it's gone missing! After all the lengthy discussion with the airline stuff back and forth, our brand new expensive baby Stroller has been misplaced! This is outrageous! The baggage assistant service said they can only open a report and notify us when they find it ( no time limit) and try to offer us a cheap dirty left over stroller( it didn't even looked safe to be used) to use as a loan item which we refused. Now we have left to worry whether the stroller can be found or when it returns if it is still in its original form or has been damaged and scratched.

We just couldn't believe we had to go through all these issues and dramas on top of the stress travelling with young children with an airline we expected to be one of the best and if anything eliminate or reduce these issues.
We are extremely frustrated and disappointed with Singapore airline.
As it stands now we would definitely not recommend Singapore airline to any of my friends and families.

ute.[protected]@gmx.de
Dear Sir or Madame,

our flight was only 5 minutes late coming from Frankfort, nevertheless we were rebooked and missed our connection flights. That sounds really strange and is a great hassle for us, because we booked a house in Broome for two nights and can stay one night only there. We were not asked if we want to be rebooked. It is a really sad start for our long expected holiday and honeymoon.

We kindly ask for further compensation payment.

Regards,
Ute Trapp and Wanda Russow
--
Diese Nachricht wurde von meinem Android Mobiltelefon mit GMX Mail gesendet.
Am 07.07.19, 01:53, Singapore Airlines schrieb:
Dear Sir/Madam,

There have been changes to your booked flights. You were originally booked on:

Flight No.: SQ213

From: SIN (Singapore)

To: PER (Perth)

Departure: 07 Jul 2019, 07:40

Flight No.: SQ6732

From: PER (Perth)

To: BME (Broome)

Departure: 07 Jul 2019, 07:40

We have now rebooked you on:

Flight No.: SQ213

From: SIN (Singapore)

To: PER (Perth)

Departure: 08 Jul 2019, 07:40

Flight No.: VA1487

From: PER (Perth)

To: BME (Broome)

Departure: 08 Jul 2019, 07:40

For enquiries, please approach our ground staff at the airport or contact us at singaporeair.com/contact.

Yours sincerely,

Singapore Airlines

Experience seamless travel and receive flight updates with the SingaporeAir mobile app.

Download it now from singaporeair.com/app

This is an automatically generated message. Please do not reply to this email address. You may not use, reproduce, or transfer this message or its contents into any medium without the written permission of Singapore Airlines Limited.

I have arrived in Dhaka airport on 01 July, 2019at 22:40 by Singapore Airlines flight SQ446. from Johannesburg ( flight SQ481).
after arrival Dhaka airport I had collected my luggage and once brought at home I have found my portable Hard Drive was missing.

hard drive name:
Western Digital 1TB Black My Passport Portable External Hard Drive

i would be grateful if you give any reply

Complaints

I am emailing to complain about an issue that occurred during my flight from Dubai to Singapore on flight SQ495 on the 17th of June.

I was flying business class and the main air host who was in charge of the flight, started to show a particular interest in me.

He said oh no don't go to sleep yet when I started settling down and opened up bottles of champagne and kept topping up my drink and when I asked him ‘are you trying to get me drunk?' He responded ‘something like that.'

When I did go to sleep I woke up to find him standing next to me, holding my hand.
This happened three times.

He then leaned over a stroked my breast over the bed sheets with his hand.

I was then stuck in a situation with no one to complain to and when we were nearing our land, he asked for my business card, and I felt unable to say no.

This was inappropriate and made me feel very uncomfortable. I am a frequent flyer, and come to Singapore on a regular basis for work, normally I do not have any issues with your airline or the way in which I am treated.

The name of the air host was

I write so that he can be reprimanded and given a warning for it to never happen again.

Other air hosts should also be made aware so they can keep an eye on unusual unprofessional behaviour.

Thank you

Ella Spira

I came to check-in for my flight on June 13th in Kolkata, and the airline didn't gave me the boarding pass for the flight from Singapore to Beijing. According to them, I needed some kind of an invitational letter from a Chinese official to go to Beijing for a period of 3 days, as my return flight home to Montreal was scheduled from Beijing on June 17th. Although, before I bought the flight in April, I made sure that I didn't need any Visa to go to China. According to the Chinese immigration website, you can get a 144 hours transit Visa on arrival at the Beijing Airport if you can present your leaving flight itinerary that shouldn't be in China. The results is that they didn't let me in my second flight, and I needed to spend 3 days in Singapore, buy a new flight and arrive in Beijing the same day of my flight. Very stressful.

When I arrived in Beijing through another flight with Air China from Singapore on June 16th, it was very easy to get the 24 hours transit Visa with the immigration there. Plus, I could have ask for a 144 hours Visa, the one the Airline told me I couldn't get. At that time, I knew they were all wrong and I needed my money back on all of that. I also verify with the Chinese consulate in Montreal, on my arrival there on June 18th, and I had everything I needed to comply for the 144 hours transit Visa. Singapore Airlines were all wrong, I don't know who's to blame, the employees or their system but surely I could have taken that flight without problem!

Now, I contacted several times Singapore Airlines, and they came back to me with false statement that I didn't have my boarding pass of my flight from Beijing to Montreal with United Airlines, once I tried to proceed the check-in in Kolkata Airport on June 13th 2019. This is false as I had a photocopy of my receipt and I also had my booking (dated of April 13th) on my cellphone, so I could easily give them a photocopy of my flight from Beijing. I just think they didn't investigate very hard on that matter and this is why I'm going through a different solution now.

So, the flight with Air China from Singapore to Beijing cost me 740$CAD, plus the original flight from Singapore with Singapore Airlines I couldn't take, plus my expenses in Singapore and damage and interests is what I'm asking for as a reimbursement.

You will see attached :
- Response of Singapore Airlines
- Flight SQ802 with Singapore Airlines (bought on April 13th)
- Flight with United Airlines from Beijing to Montreal (bought on April 13th)
- Flight with Air China from Singapore to Beijing (bought on June 14th)
- Print screen of my cellphone, with the proof I still have my flight receipt on it

HI

WE FLEW ON FLIGHTS

SQ 4282 29th June 2019 - Singapore to London

I had contacted the airline from Londoin who took along time to reply and we are not satified at all with there explanation so we would now like to make a fromal complaint as our return trip home was allsopoor and not what i ever expected Singapore Airline

SQ 4282 29th June 2019 - Singapore to London

1. Boarded plane to take our seats in Premium Economy - these were very old seats, the foot rest was broken, the usb was also broken and hanging out of the chair. I can not uderstabnd how you could expect passenger to pay for PE when this was not the case

2. Staff had put there luggage in the overhead and there was no room so had to try and find room further down . Staff stomped up and down the isles attending to both PE and Economy, Economy passengers wandered up and down the ilses freely - no curtain between us, this was not PE at all

3. Staff were busy chatting with them selves alot and did not provide a customer service one would think we would expect to get in PE. There is a big difference in cost from these two seating areas and yet this flight we were given was nothing better than the worst Ecommy glass we have ever used

( i contacted our travel agent who told us that Singapore Airlines is slowly upgrading ) - i am sorry but this is not good enough, i do not expect to pay for Premium Ecomony and then you provide with this ? we saved very hard to fly PE and then to find out we are not even getting the real PE service ?

And then to be just ignored when we contacted Sinpore Airlines and told that they would refund us $100 each to be used on our next trip within a year - how disapointing that that is what you thought of our concerns and terrible service from Singapore Airlines

To make it worse on our return flight
SQ 317

1. We had no option to pre book seats as when we tried the website kept going down so once we could get on there were only two seats available way up the back in the ille, at the airport that put us on a early flight so we could get better seats and we are thank full for that help. Other than that we have had no help what so ever from Singapore airlines

2. Steward gave me a warm face cloth to freshen up and when i opened it, it had long black hair inside it ... i immedialty gave this back to him and he gave me another )( this copmes under Health and Safety issus)

3. I was then given a menu to which when i open it up there was used chewing sticking the pages togeter, i have photots of this and also i showed the steward. ( Again Health and safety issues )

We have had a very unforunate experince where we have been let down with so many things we were so excited to try on this airline and to make it worse now we are just ignored when we are fulkly aware that these issue are not what any passenger should experince

Please somebody look into this as i do not think it is fare to us or any customer to be treated like this

Regards, Maryann Kerr

This is our first time experience with your company n worst exoerirnce. Firstly, nothing sg airline could control as thunderstorm severely delayed our flight from sg to brisbane on 21/6/19. We were very patient. But what we had to endure on arrival was extremely traumatising, being informed that sg airline staff had not loaded our luggage from sg to brisbane. We reported straightaway n was told to return to airport in the afternoon to pick luggage up. We arrived 5 hours delayed exhausted and was assured our luggage will arrive. We do not live in brisbane. We had to drive 4 hours back to hervey bay that evening. We called about 4 pm on 22/6/19 and was told our luggage had arrived but on our way towards airport, a Trevor from menzies aviation rang n said our luggage had not arrived hence not to get to the airport. We were already on our way there n mum's clothings and my work and social clothes were in the luggage. Finally got to speak to a staff called Anna n she directed us back as i needed to get mum a jacket. She was extremely not empathatic n reluctantly gave me $150 to compensate for delay in the luggage n assured it will get to us in Hervey bay. We waited till 26/6 morning n no luggage arrived even though a text was sent on 23/6 that the luggage would b delivered the next day. Guess what, i called 10 times to menzies aviation with rude awakenings from staff briall stating luggage had been delivered to 2 oconnell parade, urraween n she had nothing to do with that n case closed as far as they knew. N i needed to chase with that neighbor if i need to locatey own luggage. She stated had been delivered by connections n she cannot do anything at all. I begged for connections contact number n they confirmed luggage delivered n they cannot do anytjing until i asked if i had to report to police. Finally luggage was obyained back by connections from the neighbour and it was severely ripped off and items missing. What is singapore airline going to do now? I m totally distressed and invaded.

I rang Singapore Airlines to get information as to how many points are needed to book a return flight from Perth to Haneda, Tokyo. I was told 70, 000 points. However, when I booked the flight I was required to use 78, 000 points and pay an extra $461. After numerous phone calls and emails to SA, I was told that I booked incorrectly and that I should have booked on the Frequent Flyer site not on the make a booking site.
I told them that this is very bad and unfair business practices and that I have had to use more points as well as pay the extra $461 for the same seat on the same plane all because I booked it on the wrong site. Surely, a company such as SA, should be more transparent and make sure the customer is not disadvantaged by lack of information concerning which site you need to book with frequent flyers.
I have requested a refund if my $461, which I should not have had to pay. They have refused and have offered no compensation at all.
I am very upset about this as I strongly feel that if 70, 000 points was quoted as all that was neede for a seat in economy travel, that is all I should have had to pay.
I would appreciate your help in recuperating the $461 paid.
Thanking you sincerely
Luciana Edwards

On flight SQ 609 from Seoul to Singapore on 19/6/2019, my daughter and I were not served our proper dinner on board the flight. The choices of main dish, chicken and bulgogi beef were given to us. As we are both Hindus and unable to consume beef due to religious beliefs, we were left with chicken as our choice. When the flight stewardess made her way down from the front of the plane and reached our seats at the tail end of the plane to serve us, we were informed that the chicken was no longer available and instead, offered the bulgogi beef dish. We mentioned that we are unable to consume beef due to religious beliefs, she offered to check if they had any other meals in the kitchen to serve us instead. Moments later, she came back and informed us that there was nothing else available and she then offered to serve us instant cup noodles. I also saw many passengers were served with the instant cup noodles. Left with no other choice as we were hungry, we had to accept the offer and my daughter and I chose chicken and tom yum flavoured cup noodle respectively. About 10 minutes later, the flight stewardess came back to let us know that there was no more chicken flavoured cup noodles left and having left with limited choices, my daughter had to choose the seafood one. This experience certainly left a bad taste and impression of Singapore Airlines.
Moreover the flight only took off at 5.20pm instead of 4.40pm as scheduled due to a delay. It was 8pm by the time the stewardess tried to serve us as the team was seen trying to settle the said problem with other passengers seated at the front. I did not have a choice except to take the instant noodle as I already experiencing some gastric pain and needed to take medication.
In addition to this situation, my daughter's foldable table at seat 68A had some unidentified stains and was wet when opened up. With the stewardesses busy serving and trying to pacify customers, we had to use wet wipes to clean up the tables on our own.
As meals and cleanliness are a basic entitlement for every paying customer on the flight, I am extremely appalled at how such a situation could ensue from a reputable company such as Singapore Airlines. Having flown with SQ before and recommending the airlines to friends and family, I have to say that this experience and treatment of your passengers has made me reconsider flying with Singapore Airlines again in the future.
As I have been a devoted passenger of SIA for years now, I hope you will take my complaint seriously and I trust you will respond to my complaint in kind in the shortest possible time. You can reach me at my email: [protected]@gmail.com.

Thank you.
Regards
Tan Puay Cher (Mdm)

Hi Mr Chua,

Thank you for the email.

To voice my feedback that the incident in delay was a disappointing and tiring experience for my family to board and then disembark the plane on 9 June Sunday, 7pm.

Understood that technical issues are indeed a valid safety reason for the flight delay but hope that it can be minimized in the future in view that SQ is a premium airline that we paid for. My family woke up earlier at 4am, and end up taking the later flight at 10am where we end up in the dark at Sydney with our travel plans disrupted.

Albeit only for 2 hrs, it cascaded into a frustrating experience especially we took SQ as we believed in your service quality as it was to celebrate my wife's birthday and wedding anniversary with your airline.

Hope that your side can review this matter.

Thank you.

Simon Tan (Tan Seow Ngee)
[protected]
-----------------------------------------------------------------------------------------
Singapore Airlines Flight 241

Landed-Confirmation #OSV5OS
Singapore SIN
9:53 AM
Terminal 3
Gate B8
Sydney SYD
6:56 PM
Terminal 1
Gate 53
-------------------------------------------------------------------------------------
Dear Mr Tan,

We apologise for the delay to your flight SQ241, SINSYD on 2019-06-08. As we consistently seek to improve the quality of our services to you, we would be grateful if you could kindly share your recent experience with us.

Please click here to let us know how we have done in our handling of the situation and where we can do better.

Information collected here will be used solely for research purposes. If you have other feedback or queries that require follow-up, please visit us at www.singaporeair.com.

We value your feedback highly. Thank you for taking the time to share your experience with us.

Yours sincerely,
Timothy Chua
Vice President Airport Operations

I would like to report my unplesent experiance with SQ 5455 from CJB to Singapore on 9th Jun 2019. The flight is delayed more than 1.5 hrs and not treated the passengers properly in the airport. Flight delayed information not send by E mail or sms by SQ services
It be understandable that there will be lot of causes for delay, but giving proper information to the passenger is good practice for as No1 flight service providers. Also to arrange refreshment for passengers are responsibility of this type of situation. So bad service provided by No1 flight service providers are really very shameful for the entre organization. Your staff must be at the present of passenger area and give proper treat to the passengers is known as world class service. I would like forward this complaints to international level as well. Because this type of service providers have no right yo say they are No 1 in world. Also i would like to update this ingormation to socialmedias such as Facebook, twitter etc..

Dear Sir,

This letter is in reference to flight number SQ981 departing Bangkok to Singapore at 9.10pm (Bangkok timing) on 4 June 2019.

We are writing in regards to the very distasteful experiences we had with Singapore Airlines. As Singaporeans, we were proud that Singapore Airlines had made itself well-known as one of the best airlines. Unfortunately, the events that followed had overshadowed the reliance that we used to have.

First and foremost, the services granted to us were dissimilar from the passengers that were seated around us. Without even asking for our preferences, the cabin crew had served us beef which we could not consume due to religious beliefs. Although the beef were replaced with chicken and fish, we felt offended with the attitude as the chicken and fish were also served without asking for our choices. I asked for red wine but were only served after few requests.

Furthermore, the passenger in front had reclined his seat twice. The first time he reclined his seat was when my eighty year old aunty was having her meal. Although we know that the cabin crews were unable to control the behaviour of uncivilised passengers but the cabin crews should at least take the initiative to inform the passenger in front of seat 59A that the passenger behind was still having her meal. The passenger in front reclined his seat once again 40 minutes prior to arrival time but in a sudden manner that injured the hand of my aunty, causing it to swell.

Granting that seats can be reclined but causing hand to swell for the passenger sitting behind was a painful occurrence for my aunty. Does the problem lies with the passenger seated in front or is it due to the safety measures in the plane? While we approached the flight crew, she was unable to resolve this issue in a satisfactory manner as her reaction was factually in favour to the passenger in front. Is it because the seat in front was for premium economy class or extra legroom that caused the differences in the attitude and treatment from the flight crew? Or was it that the cabin crew felt that it was absolutely alright for her not to pay much attention to us due to our age. As a prestigious airlines, the flight crews should treat all the passengers equally.

Other passenger tried to alert another cabin crew (red uniform) whom we believed was more experienced as she assisted to place ice bag on the hand of my aunty and brought her to the clinic located in Changi Airport. Currently, we are still monitoring the condition of our aunty as she is already eighty year old.

We understand that mistakes do happen and things cannot always run as smoothly as planned. However, we cannot comprehend and cannot accept the lack of customer service of the flight crew allocated for our cabin. We felt disregarded and unvalued. We would like to be able to continue to fly with Singapore Airlines, but as we are sure you understand we have hesitations now due to these horrific experiences.

We would hope that you take these complaints into serious consideration and give us a satisfactory reply in order for us to give you another opportunity to show us that your services are of great quality as reputed.

My husband, Mark Fagenblat, has been a Krisflyer member for many years and we fly Singapore airlines every year when we travel. We always pay extra for exit row seats. The Krisflyer number is [protected].
As we disembarked from our flight from London to Singapore, we asked if we could have some help by buggy to take us to the Transit Lounge as I had a sore ankle, and, as a result my husband needed help with the luggage. Our next flight was from Singapore to Melbourne( SQ227) . The ground staff were very supportive and actually arranged wheelchairs for us, which made us uncomfortable but we were grateful for the help. At no time did anyone suggest to us that we would not be able to sit in the Exit row seats. However when we were ready to get on our flight to Melbourne we were told that we could no longer sit in the exit row. We were placed in a row of four people and the crew on the flight were not interested in helping us. There were plenty of seats in business class and when I suggested that we could sit there, we were ignored.
I do understand that because of my sore ankle, we were unable to be in the Exit Row- however nobody had warned me of this and we had paid extra for these seats.
We are loyal to Singapore Airlines and I am hoping that you can compensate us for this unpleasant experience. We were squashed in to a row of 4 which we always avoid.
I look forward to hearing from you
Hannah Fagenblat

Unlike apartment buildings in Singapore, houses in the village where I live (https://www.google.com/maps/@52.2563084, 5.2219226, 17z) usually are not well noise-insulated as there was no need for that when they were built 70 to 100 years ago.

As a rule, there are no night flights on Amsterdam Airport (Schiphol) during the night. Schiphol Airport is at some 45 Km distance from my home.

However, every now and then this Singapore Airlines freight flight comes blasting over our village in the dead of night. It's an old 747, loaded to the max weight, with screaming engines as it is climbing to higher altitude. It is impossible not to wake up with such a noise level. I can hear the neighbour coughing, so they are awake too. I can't fall asleep anymore so I got up to write this complaint.

Probably thousands of people were woken up (at 03:00 AM!) along the route.

Why is it necessary to fly with such a noisy plane in the dead of night over a densly populated area? Earning a profit at the expense of thousands of people?

Gary mcfadden
booking reference= oxvt45
flight no = sq 266
seat no 53c
flight delayed
no audio for over 3hrs after complaining
eventually got moved to another seat

gary mcfadden
booking reference=oxvt45
flight no=sq 334
seat no 41c
due to 1st flight being delayed, i ran to my connecting flight from singapore to paris
was notified my seat had been changed only at the boarding gate
i complained straight away when i seen my new seat (on the aisle getting bumped by trolleys across from the baby changing seats)
sat for the whole flight with no audio whotsoever(15 hrs)
i would never have boarded this flight if i knew my new seat
i am due to fly with klm and singapore airlines 20/12/2019 from glasgow to brisbane (booking made by my friend)and i am not looking forward to my singapore airlines flight from singapore to brisbane and back to singapore.

My email address is [protected]@live.Co.Uk

Complaint Letter to Scoot

Hi,

I'm writing this to show displeasure in the flight arrangement by Scoot.

Place of travel: Osaka, Japan

Original Period of travel:
27th Apr - 12th May 2019
Return flight: TR701
12th May; Osaka 16:00 —> 12th May; SG 21:25

Revised by Scoot:
27th Apr - 14th May 2019
TR805
13th May; Osaka 19:35 —> 14th May, SG 01:00

To summarize, I first booked the flight from SG to Osaka on 6th Jan 2019. From then till 25th April, there were 5 different emails indicating that there will be a rescheduling of flight on my return trip. We didn't make any changes because the take-off date was still on 12th May despite at a later timing. During this period of time, there were a lot of reports on Scoot flights having delays. However, we trust that Scoot is a responsible airline, and should anything happens, they will be able to deal with it professionally with necessary compensation. However, on the eve of my departure, I saw an sms indicating that my return flight has been rescheduled again! However, instead of providing a flight at a timing that I booked it at, Scoot gave me a much earlier timing in the morning but this flight is provided by SIA and not Scoot.

Below was the sms that has been sent on the eve of my departure:
S9U15D. Important info abt yr upcoming TR867 KIX-SIN flt has been sent to yr registered email addr. Contact our Call Centre if you have any queries.

Seeing the above message from Scoot, I rushed to call Scoot helpline to ask for assistance. I started calling at 10:00, which I was finally connected to an operator 30-40min later. I spoke to Donna and indicated that I need help with another flight arrangement as I will only fly in from Sapporo an hour before take-off for the return flight. Thus, I need another flight arrangement on 12th May. However, Donna said that there's nothing she could do to arrange any other flight back on 12th May. At this time, I was desperate. I needed to know what are the options that were opened and by this 6pm, I've already spoken to 3 other operators by evening. Some promised to call me back to follow up but NO ONE did that. The only "options" they gave were the following:
1. Cancel the flight and receive money back
2. Cancel the flight and receive Scoot dollars in 120%
3. Reschedule of flight for free within 7 days

Seriously, these are NOT options for me simply because I can't choose them only on the eve of my trip. I've already booked the hotel and transport for the whole trip and who will refund me if I decided to cancel the trip?
Also how do I reschedule my trip when I'm only flying in to Osaka from Sapporo on 12th May morning.

The last person I spoke to was one of the escalation manager, Eunice Soh. I asked her on what options were open for us but she could come up with nothing. Thus, I had to come up with some options for Scoot to follow-up on, it's ridiculous for us to be left stranded when Scoot was the one who introduced a change that I can't accept. In the end I had to come up with proposals of my own.
First, I asked for the counter to remain open for at least 30-45min. Reason being that we will fly into Osaka and land only at 09:55, if the counter can remain open and make sure that we can check-in successfully then that will be great, but I need that assurance from Scoot. Because the SIA flight given was supposed to take off at 10:55, I'm not certain that I could make it with no hiccups from the domestic flight.
Secondly, I asked for special arrangement to pick us up from the domestic terminal to the international terminal. I believe these 2 options were quite reasonably. Thirdly, I found from the SIA website, I found that they have another flight taking off at 17:35, which was just an hour shy from my original flight. This will be the best arrangement for us. Of course, if Scoot cannot go through with these 3 proposals by me then they ought to come up with a reasonable proposal that will not delay my departure date. I felt strongly that I should be given what I've signed up for.

Eunice also felt that it was fair to accede to our requests because she also agreed that Scoot did make changes to my flight and she also promised to call me on 26th May morning before my departure between 08:00-10:00. On my day of departure, I didn't get a call by 10:00, thus, I called into the customer service again and I waited for 30min before I got to speak to Nana, who also promised to follow-up and make sure I get a follow-up call on the progress and options that are open to us by Monday, 28th April 2019, else there should be an email follow-up. Again, we waited anxiously in Osaka but no calls were made on 28th April. I had no choice but to send a complaint email on 29th April 2019.

And I received an email the next day:
Dear Ms Wong,

Thank you for taking the time writing to us.

We refer to your submission received through our Online Feedback Form.

We would like to extend our sincere apology for the inconvenience caused.

We know that punctuality is very important to our passengers. 

We would like to inform you that from time to time we do have to make changes to our flight schedule for various reasons. Unfortunately, changes do occur but we wish to assure you that we will continue to work hard to keep them to a minimum.  

As explained in article 09 of our Conditions of Carriage, in the event the changes cause the flight to depart more than three (3) hours before or after the scheduled departure time, the passenger may choose from several options. 

Upon review of your booking reservation, your flight has been changed to  SQ charter flight.

Your concern has already been escalated to our relevant department and is currently under review.

We will be in contact with you in the following days.

We apologise if our service on this occasion did not meet your expectation.
 
Thank you for choosing Scoot and we look forward to another opportunity to serve you.

Yours sincerely,

Maphil Cevin
Customer Support Representative
on behalf of Scoot

But sadly, no one called to follow up. Not knowing when is our return flight, I had to get my friend to call Scoot several times before Eunice finally gave me a call on 2nd May 2019. By now I've gotten really frustrated at the lack of follow-up. I'm surprised that Scoot expects me to call from overseas to amend an issue that Scoot has created. I expect to be compensated for the overseas charges.
Disappointed with the lack of sincerity from Scoot, I expected Eunice to tell me the follow-up on the options that were open to us to choose but she called to just inform me that nothing has progressed yet. Seriously, this is unbelievable! Fancy calling me to tell me that nothing has progressed, nothing was follow-up and nothing has been checked. And I was still waiting patiently on the phone when she went on to describe how irresponsible Scoot has been during this entire time.
In the end, an unbelievable news was delivered that Scoot cannot do anything on their side and they have NO proposals so it's a take-it-or-leave-it attitude on the change of flight to arrive in SG on 14th May 2019. By this time, we were all weary and distressed from having to deal with such depressing news. The whole time we were the only ones making the contributions on ideas and coming up with proposals to work around. I totally understand that there could be issues with flight scheduling but for Scoot to come up with no proposals from the start till the end was ridiculous. So, resigned to our unfortunate predicament, I asked that we be compensated for the least, to at least upgrade to a better seating, as the time to arrive in SG is in wee hours and I doubt there's much passengers on the flight. That, which was really the last request, was even turned down. I explained that I've got an elderly and pregnant lady travelling with me and having to travel at such unearthly timing back to SG will take a tool on them. But without much consideration from the manager on the other line, the request was flat out dismissed.

To be frank, this is not my first time on a budget airline. I've taken Tigerair, Jetstar and Airasia. There were changes on their flight schedules as well but none that will compare to a delay of 2 days arrival at its destination. At least, they were willing to listen and come up with some proposals that are viable, one that I feel I can still choose despite the lack of options, unlike my brush with Scoot. Although there has been many news reports on the ill treatment of Scoot to their passengers but I never thought that I will be one of them to go through such an unhappy experience. For Scoot, maybe a 2 days of annual leave means nothing but to us working adults, annual leave is a scarcity which we will use with caution, not use them carelessly because an airline can not deliver what I've signed up for.
Scoot will never, ever, be a choice of my airline again.

Disappointed beyond words,

Winnie

Booking Reference RPFBX4
Passenger Susan Parker
Flying from Heathrow 4th May 2019 to Singapore, Singapore to Bali
Flying from Bali 19th May 2019 to Singapore to Heathrow

Flight Number SQ938 from Singapore to Bali
The seat was changed without prior notice and no refund has been received

Flight Number SQ947 from Bali to Singapore
The seat was changed without prior notice and no refund has been received

Flight Number SQ322 from Singapore to Heathrow
The seat was changed without prior notice and no refund has been received

When checking in on our return journey, we advised check in that there must of been a mistake on the seat allocation, as exit seats were booked and paid for (ticket number [protected]) but was advised as the flight was full, nothing could be done. This caused much distress and discomfort on the return journey.

Special assistance was requested for Susan Parker for transportation to and from the gates only (long distance only). The tour operator was advised of this and therefore no changes should of been made to the seat allocation as Susan Parker is fully capable to operate the exit doors if required.

Please arrange for a full refund of the extra costs to upgrade the seats to extra leg room, and compensation for the inconvenience and lack of communication.