Review: Dnata Lounge Terminal 3 Singapore Airport

Ben Schlappig
January 3, 2017
11

Dnata Lounge Singapore Airport bottom line

The Dnata Lounge as such was pretty lackluster. However, for such a short transit I didn’t really care, and wasn’t about to eat or drink anything anyway. What wasn’t lackluster, however, was the door-to-door service provided by Saddiq. It’s incredible how perfect Garuda Indonesia’s ground experience is from start to finish.

In terms of how personalized the service is, Garuda Indonesia beats Singapore Airlines at their own hub by a long shot, as they don’t escort first class passengers in any way. In fairness, The Singapore Airlines Private Room is a nice lounge, though.

Conversations (11)

The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.

Write a comment

Punptipa Guest
July 8, 2017, 12:05 am

Jinesh, you could bring your issue to Changi Airport Group, the airport operator, for their independent investigation. They are responsible for service standards at Changi. Go to the main airport website for the email to feedback to.

Helpful

Reply
Jinesh L Guest
March 6, 2017, 10:26 am

NTIMIDATION AND ABUSE OF AUTHORITY BY DNATA T1 LOUNGE STAFF FAIZAH AND TAN YI-CHEN (AND COVER UP BY THEIR MANAGER) ON 15 JANUARY 2017

On 15 January 2017, Dnata Lounge Changi T1 staff Faizah made multiple threats against me, caused me alarm and distress, repeatedly called the “police” and “security” using phones and walkie talkies, embarrassed me in front of other lounge staff and another guest, and made me fear missing my flight.

Then...
NTIMIDATION AND ABUSE OF AUTHORITY BY DNATA T1 LOUNGE STAFF FAIZAH AND TAN YI-CHEN (AND COVER UP BY THEIR MANAGER) ON 15 JANUARY 2017

On 15 January 2017, Dnata Lounge Changi T1 staff Faizah made multiple threats against me, caused me alarm and distress, repeatedly called the “police” and “security” using phones and walkie talkies, embarrassed me in front of other lounge staff and another guest, and made me fear missing my flight.

Then their manager has the cheek to lie about it ever happening.

My crime was to walk into the T1 lounge to look for a colleague (about 45 seconds) who was late for a flight. I asked them multiple times to check for my colleague but they kept insisting they could not. I walked in *after* giving Dnata my passport, Priority Pass and boarding pass, and telling the lounge staff to process it. When I want to check out a lounge, I usually get to walk around before deciding whether to buy a pass, and my walkaround this time was no different. But fine if they want to charge me to look for a friend, I thought.

When I walked out, and to my utter surprise, Faizah and her colleague Yi-Chen were yelling into walkie talkies and saying they had called "security" and "police". I was shocked. Even when I left the lounge and was standing right in front of the counter, Faizah and her colleague continued to blatantly lie to the “police” and “security” that I was still inside - I had to shout into the walkie talkie/ phones to clarify that I was outside.

She clearly knew she was in the wrong when I took her photo of her name tag, and she went ballistic, saying I committed yet another "offence" and threatened me to “delete the photo or I’ll call the police”.

It is EXTREMELY severe to threaten someone publicly with police authority or put someone under the impression that police authority will be used against them.

After making an email complaint, I get a response from Zurina Bte Azizi (Lounge Executive Customer Services) on 24 Jan who told me that the staff on duty was “not calling auxiliary police” but instead calling a “manager to inform him and seek his advice”. This is the biggest lie I have ever heard.

I have asked for the name of the manager but have not gotten any response since 24 Jan despite follow-up emails.

If the Dnata lounge staff did call the police, a complete waste and abuse of security resources and also fabricating/ embellishing a report .

This is a customer service management/ ops issue not a police or security issue, so this was an embarrassing and hot headed mishandling of the situation.

Terribly shocked by the whole experience. Using the police to intimidate me while I had a plane to catch was a dick move.

I can't accept lying, intimidating, harassing and threatening behaviour. I'm still waiting to be contacted with a proper update after nearly 2 months.

Read more

Helpful

Reply
daft009 Guest
January 3, 2017, 5:39 pm

I've used that exact lounge in T3 a number of times recently and its great.

You forgot to mention the best bit, the showers around the corner here it says "slope ahead".
I had 12 hours in Singapore for meetings (8am till 8pm) and its where I went upon arrival for breakfast & a shower using my priority pass membership.

Upon my return to the airport in the evening I again went to the...
I've used that exact lounge in T3 a number of times recently and its great.

You forgot to mention the best bit, the showers around the corner here it says "slope ahead".
I had 12 hours in Singapore for meetings (8am till 8pm) and its where I went upon arrival for breakfast & a shower using my priority pass membership.

Upon my return to the airport in the evening I again went to the same lounge for a shower a few drinks prior to boarding my night flight.

I've also sat in the same area which is labelled as first class and I've never seen it labelled as first class. It's normally labelled "quiet area".

A great lounge when flying economy or premium economy in my opinion specially the free showers. It's no SilverKris but neither is the price tag.

Read more

Helpful

Reply
Jason Guest
January 3, 2017, 2:17 pm

"Garuda Indonesia beats Singapore Airlines at their own hub by a long shot, as they don’t escort first class passengers in any way. "
Yes, a HUGE fail on the part of SQ. They do such a good job in the air, why not continue it on the ground in their own home base of all places?

With SQ (and many other airlines, like CX), you are only a First Class passenger/seat occupier...
"Garuda Indonesia beats Singapore Airlines at their own hub by a long shot, as they don’t escort first class passengers in any way. "
Yes, a HUGE fail on the part of SQ. They do such a good job in the air, why not continue it on the ground in their own home base of all places?

With SQ (and many other airlines, like CX), you are only a First Class passenger/seat occupier - with Garuda you are a First Class customer so the First Class service does not end as soon as you get off the plane.

Outside of the plane and the SQ First Class lounge, with SQ (and many other airlines) you don't matter.

While the lounge facilities of SQ are much nicer than GA (at least for now - till GA moves to their brand new terminal this year), for me personally, service trumps facilities. I'll choose better service and lesser facilities any day over better facilities and less service.

Read more

Helpful

Reply
Dave Guest
January 3, 2017, 10:28 am

@GottaFly

I thought Tiffany was the one doing the Jordan trip

Helpful

Reply
1. Tiffany OMAAT
  January 3, 2017, 12:11 pm
  
  @ Dave -- I'm here now, Ben has a stopover in Amman on an upcoming trip. :)
  
  Helpful
  
  Reply
GottaFly Member
January 3, 2017, 8:22 am

P.S This would deliver the Etihad Business class review everyone wants! Heck you could even do an Emirates Business class flight to Aus. Just be ready to not be able to shower at 38000 feet!

Helpful

Reply
GottaFly Member
January 3, 2017, 8:20 am

I use the Dnata lounge in Geneva frequently and I find that the food is always rubbish even though the lounge itself is fine. This one looks to have a better food selection though.

Lucky, I am begging you to try Etihad and V Aus business class on your way home from your Jordon trip. You could route AUH-SYD/BNE-LAX on Etihad and VAus respectively. Thanks!

Helpful

Reply
elvee New Member
January 3, 2017, 7:52 am

@mtlmr point taken *stares romantically at nasi goreng*

Helpful

Reply
mtlmr Guest
January 3, 2017, 7:49 am

Who hasn't got an Indonesian fetish? And why would you not? :)

Helpful

Reply
elvee New Member
January 3, 2017, 7:45 am

I'm starting to worry this might develop into a strange Indonesian fetish, Lucky. Glad to see GA finally getting it's shine though.

Helpful

Reply

Featured Comments

View all comments (11)

Write a comment

Most helpful comments ( as chosen by the OMAAT community ).

Punptipa Guest

July 8, 2017, 12:05 am

Jinesh, you could bring your issue to Changi Airport Group, the airport operator, for their independent investigation. They are responsible for service standards at Changi. Go to the main airport website for the email to feedback to.

Jinesh L Guest

March 6, 2017, 10:26 am

NTIMIDATION AND ABUSE OF AUTHORITY BY DNATA T1 LOUNGE STAFF FAIZAH AND TAN YI-CHEN (AND COVER UP BY THEIR MANAGER) ON 15 JANUARY 2017 On 15 January 2017, Dnata Lounge Changi T1 staff Faizah made multiple threats against me, caused me alarm and distress, repeatedly called the “police” and “security” using phones and walkie talkies, embarrassed me in front of other lounge staff and another guest, and made me fear missing my flight. Then their manager has the cheek to lie about it ever happening. My crime was to walk into the T1 lounge to look for a colleague (about 45 seconds) who was late for a flight. I asked them multiple times to check for my colleague but they kept insisting they could not. I walked in *after* giving Dnata my passport, Priority Pass and boarding pass, and telling the lounge staff to process it. When I want to check out a lounge, I usually get to walk around before deciding whether to buy a pass, and my walkaround this time was no different. But fine if they want to charge me to look for a friend, I thought. When I walked out, and to my utter surprise, Faizah and her colleague Yi-Chen were yelling into walkie talkies and saying they had called "security" and "police". I was shocked. Even when I left the lounge and was standing right in front of the counter, Faizah and her colleague continued to blatantly lie to the “police” and “security” that I was still inside - I had to shout into the walkie talkie/ phones to clarify that I was outside. She clearly knew she was in the wrong when I took her photo of her name tag, and she went ballistic, saying I committed yet another "offence" and threatened me to “delete the photo or I’ll call the police”. It is EXTREMELY severe to threaten someone publicly with police authority or put someone under the impression that police authority will be used against them. After making an email complaint, I get a response from Zurina Bte Azizi (Lounge Executive Customer Services) on 24 Jan who told me that the staff on duty was “not calling auxiliary police” but instead calling a “manager to inform him and seek his advice”. This is the biggest lie I have ever heard. I have asked for the name of the manager but have not gotten any response since 24 Jan despite follow-up emails. If the Dnata lounge staff did call the police, a complete waste and abuse of security resources and also fabricating/ embellishing a report . This is a customer service management/ ops issue not a police or security issue, so this was an embarrassing and hot headed mishandling of the situation. Terribly shocked by the whole experience. Using the police to intimidate me while I had a plane to catch was a dick move. I can't accept lying, intimidating, harassing and threatening behaviour. I'm still waiting to be contacted with a proper update after nearly 2 months.

daft009 Guest

January 3, 2017, 5:39 pm

I've used that exact lounge in T3 a number of times recently and its great. You forgot to mention the best bit, the showers around the corner here it says "slope ahead". I had 12 hours in Singapore for meetings (8am till 8pm) and its where I went upon arrival for breakfast & a shower using my priority pass membership. Upon my return to the airport in the evening I again went to the same lounge for a shower a few drinks prior to boarding my night flight. I've also sat in the same area which is labelled as first class and I've never seen it labelled as first class. It's normally labelled "quiet area". A great lounge when flying economy or premium economy in my opinion specially the free showers. It's no SilverKris but neither is the price tag.