“Painful” Singapore Airlines Business Class Flight Complaint: Fair Or Dramatic?

“Painful” Singapore Airlines Business Class Flight Complaint: Fair Or Dramatic?

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A story is going viral on Singaporean social media about a traveler’s “stressful” business class experience with Singapore Airlines, where he was allegedly downgraded at the airport, then upgraded at the gate but asked to pay the fare difference in cash, then mistaken for another person, and then given the wrong meal. Or so it’s claimed…

I’m not sure what exactly to make of this story, but I find it to be an interesting one.

Traveler details “painful” Singapore Airlines experience

The Straits Times’ Stomp has the story of what allegedly happened on June 25, 2022, to a Singapore Airlines business class passenger traveling from Bangkok (BKK) to Singapore (SIN). This is only getting attention now because it took months for the airline to respond to the complaint.

According to the traveler, upon arrival at Bangkok Airport, he was told there was no business class seat for him. Here’s what happened from there:

“Really? The options given were to accept an economy ticket (compensated with an extra economy seat for more space) or to fly on the next flight in business class two to three hours later. I had to work the next day and I wanted comfort and rest. Though I was reluctant, upset and disappointed, I took the option of an economy ticket as I was promised expedited custom clearance and access to the lounge. Basically, the ease and comfort I wanted, less the seat.”

“Unfortunately, it was the exact opposite of ease. At every point from customs clearance to access to the lounge, I was met with question after question – each process took 15 to 30 minutes and was stressful as I was constantly questioned and denied what I was promised. It was very tiring.”

At the gate there did end up being a business class seat available, but the traveler was informed that he’d have to pay the fare difference to get it:

“I was informed that there was a seat in business class and was offered the seat. I was also told I had to top up the price difference at the gate. Who would prepare cash on hand while boarding the plane? Not me. I was however told I had to pay up before boarding. And of course, after digging for the cash, I was the last to board.”

Even onboard, things didn’t get much better:

“After boarding, I was mistaken for someone else. I had to explain the situation again. It seems no one informed the crew onboard. After that, I was still addressed by the wrong name and given the wrong meal.”

A Singapore Airlines business class passenger is unhappy

How Singapore Airlines responded to this complaint

In the months since returning from his trip, the traveler allegedly tried to contact Singapore Airlines 15 times to have his issue resolved. Finally on November 3, 2022, he received the following email from Singapore Airlines customer relations:

We are sorry that you were initially informed that you were unable to travel in business class on flight SQ709 on June 25 from Bangkok to Singapore.

Please allow us to share that like many airlines, Singapore Airlines applies an overbooking policy on selected flights because some customers with confirmed bookings may not show up for the flight. We manage this very carefully and are generally able to accommodate every customer who has a confirmed booking in their respective class of travel.

The involuntary downgrade of passengers in an overbooked situation is done with careful consideration, and only after all other options have been exhausted. This process is generally carried out at the check-in stage, and boarding will commence when the overbooking situation is resolved, and passenger acceptance is finalised.

We understand that our ground staff had approached you at check-in if you would be willing to assist with the overbooking situation. A cash compensation of 5,090 baht (S$190) was presented as a token of our apology for the downgrade to economy class and you would still be able to access the lounge.

There was one business class passenger who did not show up for the flight when passenger acceptance was finalised. The ground staff informed you at the boarding gate of the availability of the business class seat for you to be reinstated. As the cash compensation was to be recalled, an SIA gift voucher of S$150 was presented to you instead. We note that the voucher has been redeemed via our KrisShop website on July 8.

We have highlighted your experience to our Bangkok station manager for his continuous review of the processes to handle overbooking situations. This would include better communication with our lounge and cabin crew team to better meet our passengers’ expectations.

As a token of our sincere apology for your overall experience, we would like to present you with 10,000 KrisFlyer miles.

The traveler isn’t pleased with this resolution, and wants a full refund of his ticket as compensation:

“Is it worth a mere 10,000 miles for the terrible experience and silence from SIA for over four months? I do not accept the resolution and would expect to have a full refund of my plane ticket as compensation. The extended non-response has been immensely frustrating and it makes me wonder how many other customers are suffering through the same experience as I am.”

This is a strange and confusing story

This is one of the stranger airline “horror” stories we’ve seen in quite some time, since the traveler shared both his take on things, and Singapore Airlines’ response… yet the two versions seem to contradict one another?

The first interesting thing I noticed is that the traveler posted his initial business class booking confirmation, and he was booked in “I” class. That’s the fare class for a business class award when redeeming miles. If he booked through KrisFlyer, the cost for such an award would be 24,000 miles one-way. I just mention this because between the 10,000 miles as compensation, plus the $150 gift voucher, he wasn’t that far off from getting a “full” refund. It’s not like he spent several thousand dollars on this ticket.

A few thoughts:

  • It’s not entirely clear if this traveler was forced to downgrade, or was simply given the option of downgrading in exchange for compensation; typically the airline will solicit volunteers to downgrade, and the airline seems to suggest he was given the option
  • I’m surprised the traveler was promised expedited customs clearance with an economy class boarding pass, since it’s unlikely customs officials would let him into any sort of priority line with an economy boarding pass and without status
  • It seems there were definitely some communication issues, as the lounge agents should have been informed in advance that the traveler was in economy but should get access due to the downgrade
  • The traveler’s claim that he was asked to pay the fare difference at the gate for business class is absolutely bizarre; it seems that the traveler was asked to give back the cash compensation he had received for the downgrade, as he would instead get a gift voucher, but the traveler also makes it sound like no one would have cash on hand
  • While it’s unfortunate, I can see how there was also a mix-up onboard; odds are that before he got his business class seat back, the manifest had already been printed with him listed as being in economy
  • The months that it took for Singapore Airlines to respond is frustrating, but unfortunately reflects the state of customer relations at so many airlines nowadays; but he contacted the airline 15 times while waiting on a response? Really?!
  • This traveler seems a bit dramatic; we’re talking about a two hour flight here and he was traveling in the afternoon, yet he claims he needed business class to be able to rest so that he could work the next day

Could Singapore Airlines have done better here? Yes, it sounds like the communication could have been much better, especially with the lounge, a promise of expedited customs, and how long it took for customer relations to respond. For one of the world’s best airlines, I can appreciate the disappointment here. But it also seems to me like this incident isn’t quite as the traveler had initially presented it.

Is this Singapore Airlines complaint warranted?

Bottom line

A Singapore Airlines business class passenger had a bad experience flying from Bangkok to Singapore. He was allegedly downgraded at check-in, had to fight for expedited customs and lounge access, and was then upgraded at the gate, but asked to pay the fare difference. However, the response from Singapore Airlines customer relations that the traveler shares suggests there might be more to this story.

What do you make of this Singapore Airlines incident?

(Tip of the hat to SINJim)

Conversations (147)
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  1. Stephen Guest

    We recently flew from Rome to NZ. All flights were booked with SQ. SQ elected to use a codeshare partner for the Rome / Frankfurt leg …this ended up being canceled so the original SQ connections were missed. SQ then flew us to another destination in NZ rather than the one originally booked, they left us there and said it was our problem! ( Air NZ is their Star Alliance Partner…which we then had to...

    We recently flew from Rome to NZ. All flights were booked with SQ. SQ elected to use a codeshare partner for the Rome / Frankfurt leg …this ended up being canceled so the original SQ connections were missed. SQ then flew us to another destination in NZ rather than the one originally booked, they left us there and said it was our problem! ( Air NZ is their Star Alliance Partner…which we then had to book at our personal expense to get us home
    All responses have been most disappointing and verging on arrogant.
    Given the experience I / Family will never fly SQ again and I would recommend considering alternatives.

  2. Ed Guest

    The passenger is making up a story to make him/her a victim of bureaucracy. As the article mentioned, check in staffs has no authority on custom and immigration procedures and the time for clearance depends on number of people, time of travel.
    Lastly, if it was arranged that the lounge was available to the passenger, usually a voucher was provided as a proof, just presented it to the staffs and one could be admitted.

  3. Theo Guest

    Singapore Airlines customer service are objectively about as useful as a chocolate teapot… unfortunately for the cabin crew which tend to all be top notch.

    Had a number of issues with a recent business class flight that arose due of a delay and missed connection and Singapore airlines have basically ignored the complaint filed for over two months. When I try and call the customer service line I get told they can’t do anything,...

    Singapore Airlines customer service are objectively about as useful as a chocolate teapot… unfortunately for the cabin crew which tend to all be top notch.

    Had a number of issues with a recent business class flight that arose due of a delay and missed connection and Singapore airlines have basically ignored the complaint filed for over two months. When I try and call the customer service line I get told they can’t do anything, it’s another department’s job to get back to me and no they can’t patch me through or provide the means of contacting them…

    Basically if everything run’s smoothly you’ll have a good experience but if you need help dealing with an issue good luck

  4. Frank lanzo Guest

    I had and have a issue with SA but I think it is staff issues.When I asked for my query to be answered was just told if was the wrong department.Why not forward thw issue to the correct department.All airlines are same poor service no regard for the paying client.

  5. Rob Guest

    This fellow missed a golden opportunity. Take the later flight and relax in the lounge for a few hours whooo hooo best of both world

  6. Peter Ehrler Guest

    Unfortunately SQ has deteriorated in service and is no longer the reference in service and quality it once was. My wife and I have recently flown 5 long range legs on premium economy before we changed to Cathay and Air New Zealand. The SQ service was not what it used to be. Bad service, food served in plastic cutlery. Was the same menue as in economy. Hardly any refreshments during the flight. Toilettes very untidy...

    Unfortunately SQ has deteriorated in service and is no longer the reference in service and quality it once was. My wife and I have recently flown 5 long range legs on premium economy before we changed to Cathay and Air New Zealand. The SQ service was not what it used to be. Bad service, food served in plastic cutlery. Was the same menue as in economy. Hardly any refreshments during the flight. Toilettes very untidy and never cleaned. It seems that SQ is just in for the money when it comes to PE class.

  7. Sangz Guest

    I have flown with SQ for the last 17 years . They are a good airline but post Covid their quality of service has suffered

  8. Jadie Teo Guest

    Me and all my friends been traveling with SIA for 40 years, ....never had such experience .....i think some time it's the communication went wrong or the understanding of each request .this day peoples are very dramatic .

  9. Dato A Nelson Guest

    SIA SHOULD REFUND THIS CUSTOMER THE FULL AMOUNT. WHY DID THEY TAKE SO LONG TO REPLY. THEYARE INDIRECTLY ACKNOWLEDGING THEIR MISTAKE BUT TOO PROUD TO SAY SORRY. WAKE UP SIA AND BE MORE FORTHCOMING AND UNDERSTANDING.

  10. Roshni Vakharia Guest

    Seems like SIA has become too arrogant .. maybe it’s time their Status as best airline is downgraded..

  11. FRJ Guest

    Greedy bugger. Yes SQ messed up, but OP’s clearly misleading and abusing the system to try to wring out further benefits beyond restitution.

  12. Tuhien Ha Guest

    Device of Singapore airline is not as good as before,

  13. Rebecca Goh Guest

    I do felt the same as we are paying for so much but yet not getting the 1st class service from Singapore Airline like we use to get before the pandemic. It is not worth paying for sure expensive tickets and yet did not get the best service out of all. I felt Singapore airline crews and teams need to be improved and buck up on their service.

  14. Edgar Mutya Guest

    Singapore Airlines crew has the worst attitude. I got one during my flight on SIA from JFK to Singapore SQ025 last March 04,2022. On a long flight you sometimes get thirsty even in the middle of your sleep. Since it's so quite i try to grab a glass of water from the pantry only to be surprise by the male head crew who shout at me to return to my seat otherwise he will inform the Captain of being unruly, i was very afraid that i have to go back to my seat.

  15. Kauppias Guest

    In BKK airport only business class passangers get priority security/immigration. As well as monks, parents with infants, and some other exceptions... Status does not get access.

  16. Pete Chong Yew Lam Guest

    Something went wrong in Bangkok Airport .In the month of 18/9/2022 SQ 711 booking reference 6BPM5D —my helper flow back from Bangkok with a booked confirmed Economy Singapore Air line ticket return
    to Singapore when she check in the counter . staff told her that the flight was fully booked.
    No seat for her. My helper told her this ticket was booked months ago. And the counter staff insisted no.
    Then come...

    Something went wrong in Bangkok Airport .In the month of 18/9/2022 SQ 711 booking reference 6BPM5D —my helper flow back from Bangkok with a booked confirmed Economy Singapore Air line ticket return
    to Singapore when she check in the counter . staff told her that the flight was fully booked.
    No seat for her. My helper told her this ticket was booked months ago. And the counter staff insisted no.
    Then come in the rescue from another counter staff . Saying that yes we have seats . What going on ?

  17. Kapil Seth Guest

    Singapore airlines is the worst airline I have flown recently. I fly approximately 200,000 miles a year. Flew the SIA non stop
    Fro EWR to SIN, end of September. First the business class seat did not recline. Second, on a 19 hour flight, in business class, they don’t offer night suits. I had ordered an Asian Vegetarian meal. For snack, I get, 2 pieces of white toast, with 2 grilled pieces of zucchini and...

    Singapore airlines is the worst airline I have flown recently. I fly approximately 200,000 miles a year. Flew the SIA non stop
    Fro EWR to SIN, end of September. First the business class seat did not recline. Second, on a 19 hour flight, in business class, they don’t offer night suits. I had ordered an Asian Vegetarian meal. For snack, I get, 2 pieces of white toast, with 2 grilled pieces of zucchini and a piece of brown lettuce.
    In their wine selection, they list some great wines. Unfortunately none of the good ones are available. What they serve are wines that you buy for $20 in a liquor store. Paid more than $10,000 for a round trip. Never ever again will I fly them

  18. Mona Tep Guest

    Hello. I am sorry about you misfotune with Singapore A.
    We had a regrettable incident since November 6th, 2021... a business class trip Phnom Penh Paris - round trip.
    Itbhas been over a year now and still we have not been refund in any sort... they keep on studying our case.
    This was during covid period. And even by now still nothing has been done.
    My son received my gift for...

    Hello. I am sorry about you misfotune with Singapore A.
    We had a regrettable incident since November 6th, 2021... a business class trip Phnom Penh Paris - round trip.
    Itbhas been over a year now and still we have not been refund in any sort... they keep on studying our case.
    This was during covid period. And even by now still nothing has been done.
    My son received my gift for his high school graduation a ticket to France. On his return, his flight was canceled, he had to stay overnight (paid by Singapore Airlines), redo a covid test on his expense, and had to take a premium seat instead of his business class seat.
    Due to this flight route changed, he had to stay 10hrs waiting (in Singapore) to catch another transit flight to Phnom Penh Cambodia.
    So far nothing has changed.
    I have periodically sent a message email on our case.. they kept on saying.. it is under study..
    I dont know where to address our complsint anymore.
    If you have a way to help us contacting the right person. It would be helpful.
    Thank you.

  19. Grant Taylor Guest

    Quite possibly handled badly by both parties, as a business owner the correct thing was to escalate the issue quickly and settle it quickly to satisfy the customer....he has a valid point...he was messed around.

  20. Sreedharen Sasidharen Guest

    You are lucky that you got a meal. SIA crew treats economy class passengers like shit. I was not even given an option to eat what I didn't want. The air hostesses have time only for angmohs ( white arseholes) and are not bothered about locals and Asians. On hindsight, I should have demanded 5 wine bottles as compensation for missing my meal. I shall do that next time.

  21. Liz Guest

    We've flown numerous times and must say Singapore Airlines has not been a great experience. I got Covid in Italy and couldn't return with them because they never responded until after I purchased another flight home with a different airline. Our last flight they have our pre-booked seats away and blamed me for swapping my window seat for the centre aisle which was a total lie. This was on the 14 hr leg from Singapore...

    We've flown numerous times and must say Singapore Airlines has not been a great experience. I got Covid in Italy and couldn't return with them because they never responded until after I purchased another flight home with a different airline. Our last flight they have our pre-booked seats away and blamed me for swapping my window seat for the centre aisle which was a total lie. This was on the 14 hr leg from Singapore to Milan. So much stress trying to get out seats back and then they rewarded those who had our seats with vouchers, apologies, etc and we were made to feel like trouble makers. We continue to fly with them because we have seats booked but now book with Qatar for future bookings. There is no comparison. What was an incredible airline is now just very average including their business class. There is no customer service, no accountability and it's a real shame

  22. Herinsan Guest

    I think Singapore Airlines should think this for their supporting development for the future.
    Quality Control Division need to make an mitigation.
    Thanks
    Herinsan

  23. Neil Tregarthen Guest

    Here’s my recent experience of a return flight to Singapore with SQ. I’m afraid the last vestige of first class service, has finally lost the plot! I also had to wait forever to get a response and was offered a few frequent flyer miles, which I’ve refused. Shocking!

    * On the outbound leg my wife sat in seat 2F which repeatedly failed to rotate etc as a consequence of an electronic failure. The crew...

    Here’s my recent experience of a return flight to Singapore with SQ. I’m afraid the last vestige of first class service, has finally lost the plot! I also had to wait forever to get a response and was offered a few frequent flyer miles, which I’ve refused. Shocking!

    * On the outbound leg my wife sat in seat 2F which repeatedly failed to rotate etc as a consequence of an electronic failure. The crew had to move it manually when required and even then it wasn’t correct.
    * On the inbound leg, far from getting the self contained suites that we got on the way out, we got an ageing triple seven that provided a seat marginally bigger than business class and the most uncomfortable lie flat bed imaginable. It also had really old in flight technology and quite frankly, wasn’t worth the fare!
    * I appreciate it was a different aircraft type, but Emirates manage to create private suites on their 777 fleet, so why can’t SQ?
    * Most upsetting of all, was around the expectation you create and the lack of detail you provide to agents such as Expedia, who we booked through. The ticket classification was simply “First,” and highlighted nowhere that one could have a huge private suite on one sector and then an a very old “big seat,” on the return. I can’t think of the last time I sat in a First Class cabin on a wide body premium carrier and did not get a suite, so there was no way I thought it would happen with SQ. If I did, or had been given any idea it could happen then I would not have spent £20,000 on two tickets. The inflight manager confirmed to me that he has included my views, which he totally appreciated, in his inflight report.
    * On the way to Singapore, I sat across from the Singaporean President. There is no way that you would have put her and her husband on the aircraft I returned to London on, so why do you think it’s ok for others? On that subject, when we were disembarking at Singapore I was happy and respectful to wait and allow the President and her husband to leave first. What I wasn’t happy about, was that then her huge entourage all came up from the downstairs of the aircraft and I had to wait for them as well!

    1. William Lee Guest

      Neil, SQ has some real old aircraft, and ALWAYs good to have seatguru.com open , and look for the airline/flt #/date, and check on the particular seat of choice. This helps to manage the seating and aircraft choice, That said, it is normally the same aircraft configed for the route, with no options. Lesson here is not to take for granted and take some control.

  24. NJ Guest

    Seems like the traveler was being a little dramatic. Anyways, SIA has definitely gone down after pandemic. It is very clear they cut corners and it is evident in light things.

    1. Sean Guest

      Haha, yes craps happen and oftenly. Every now and then you get to hear them crying for the petty things after they have claimed they had paid $10,000 or £20,000 a bussiness class ticket both ways. A big person with a little heart. Philliipine airline ticket is much cheap, like no buffet no wine etc.

  25. JS Guest

    One party made mistake for whatever reasons, another party try to squeeze for some additional juice...that's all I can say, no big deal, in adult world, craps happen.

  26. Ingrid Guest

    It all sounds very messy.
    Firstly the airlines SHOULD NOT BE ALLOWED to overbook flights in a ridiculous assumption some passengers would not turn up.
    I have my horror story myself where I have been downgraded to economy seat due to businesses class overbooking WITHOUT EVEN OFFERED ANY COMPENSATION. I had to take the economy seat as timing wouldn't allow for later flight. That was a nightmare. I have never ever used that...

    It all sounds very messy.
    Firstly the airlines SHOULD NOT BE ALLOWED to overbook flights in a ridiculous assumption some passengers would not turn up.
    I have my horror story myself where I have been downgraded to economy seat due to businesses class overbooking WITHOUT EVEN OFFERED ANY COMPENSATION. I had to take the economy seat as timing wouldn't allow for later flight. That was a nightmare. I have never ever used that airline again.
    It is a shame such mishap happens with Singapore Airlines as it supposed to be a qualitative carrier.

  27. Tom McNerney Guest

    SQ has always been my favourite but I just flew business LHR-CGK with wife and baby. Whilst the crew were, as always, lovely and very helpful (especially with us having a new baby with us), the new(ish) seats which now recline rather than having to be "flipped" were a plus and the food was very tasty, I couldn't help noticing the product spec overall has been cut away at the edges. As others have pointed...

    SQ has always been my favourite but I just flew business LHR-CGK with wife and baby. Whilst the crew were, as always, lovely and very helpful (especially with us having a new baby with us), the new(ish) seats which now recline rather than having to be "flipped" were a plus and the food was very tasty, I couldn't help noticing the product spec overall has been cut away at the edges. As others have pointed out, no sleepwear, but also no toiletries and not even eyeshades/earplugs, and menu did not include choice of starter (fortunately I was happy with what was provided). Not only this, but the experience of the much vaunted new lounge was totally underwhelming - very crowded, no armchairs available for a 5-hour layover so the two of us plus the baby ended up parked around a small cafe-style table among uncleared rubbish and with a single plug socket. IMHO the old lounge was better, if a little dated. For the same trip, Qatar is a better product: even if the crew are less friendly, the Q-suite and Doha lounge are way superior to SQ's offering.

  28. Elizabeth Guest

    I've had problems with Singapore Airlines too. (Getting wrong information and loosing luggage) Also Bankok to Singapore is not that long of a flight and shouldn't be that hard to refund.

  29. Prefer not Guest

    Years ago I was downgrade from 1st to business. Compensation was a free one way tickets from Singapore to Australia. Problem was. At that time one way ticket was almost 75% of return tickets fares...so is useless. Offered...it expired...n the airline lost my company business...I lost all my points . Now from top tear to the lowest...I don't care..the airline lost $1000s from us.

  30. Scot Dickson Guest

    Seems to be a much better company than Malaysia my worst ever experience, nothing would convince me to fly with them again even if it was for free.

  31. Andrew Vargas Guest

    Singapore Airline should not only refund him full + should give a the next flight ticket for free..

  32. KGupta Guest

    So dramaticAttention seeker. Just a short distance from Bangkok to Singapore. Economy is fine and customs clearance a breeze. No need attitude la bro! Take life easy! Afterall travelling is an experience and SQ still the best

  33. Gillian Wilson Guest

    We flew business class with Singapore airlines in January 2022, it was the worst service and experience ever! Cold food, bad service and quite frankly was not worth the money, considering that we also had family in economy and their food and service was far superior, we will never fly Singapore airlines again and would certainly not recommend them, shoddy!

  34. Al Guest

    Stomp (where this appeared) is a ridiculous website where Singaporeans complain about the most pathetic things and the site publishes them because locals lap it up.

    Other recent front-page scoops include:
    - Is couple having "steamboat" in public breaking the law?
    - Customer cancels order and gets a refund but Shopee still delivers order.
    - Student waits one hour for late interviewer

    etc etc etc

    Not at all surprised that...

    Stomp (where this appeared) is a ridiculous website where Singaporeans complain about the most pathetic things and the site publishes them because locals lap it up.

    Other recent front-page scoops include:
    - Is couple having "steamboat" in public breaking the law?
    - Customer cancels order and gets a refund but Shopee still delivers order.
    - Student waits one hour for late interviewer

    etc etc etc

    Not at all surprised that it featured this entitled whining idiot's "painful" experience.

  35. Bill Gomez Guest

    Seems like there is truth to the passenger's claims which however are often over exaggerated with most public airline complaints to gain attention to arm twist and extort for compensations, undeservedly or not.

  36. Andy R Guest

    It's a 1 hour flight ✈️ get over it!!!

    1. Pluto Guest

      Absolutely. He must be a third rate freeloader.

  37. Ashish Kapoor Guest

    On a flight of 18 hours and 40 minutes non stop from Newark to Singapore on A 350 they don’t give you sleepwear on business. Imagine spending upwards of $10k USD on Business Class and them not giving you basic amenities on the longest flight in the world.
    Singapore Air used to be a leader and now they are just a profit taker making money for the executives.
    Seats on the long flight...

    On a flight of 18 hours and 40 minutes non stop from Newark to Singapore on A 350 they don’t give you sleepwear on business. Imagine spending upwards of $10k USD on Business Class and them not giving you basic amenities on the longest flight in the world.
    Singapore Air used to be a leader and now they are just a profit taker making money for the executives.
    Seats on the long flight are mediocre at best and the crew’s demeanor has changed for the worst.
    Entertainment screens are not touch screen and you have to
    Use a joystick. Really? At 10k USD per seat you have to ask for PJ’ s and not get it, and then get confused why touch screen is not working. Bathroom tissues in Business are thin quality which comes off after drying hands. Bathrooms are so
    Small that you can barely move yourself.
    Maybe the new executive team wants to belittle passengers to the extent that they don’t travel on Singapore Air again.
    Sad day for an airline which used to be a leader in service few years ago. Don’t use COVID as an excuse. Qantas, Emirates, Etihad, Cathay, United, and Qatar- all give sleepwear for flights more than 4 hours.

  38. FlownThereDoneThat Guest

    There are always two sides to the story. I was cabin crew for many years and witnessed incidents where the passengers were dishonest and did their upmost to milk the system. From lying to get into First Class, to threatening to sue the airline and on and on. Its simply human behaviour ...You get good apples and bad apples.

  39. Ken Guest

    What does he do for living?

  40. James Guest

    I'm not sure if gate agents would ever ask for or handle cash(period). And 2nd it's a 2hr flt, is the seat really that important for such a short time?
    3) booking w miles HAS A CLAUSE on SIA , stating an award seat in GUARANTEED.

  41. Steven Adams Guest

    I flew business from Brisbane to Bangkok they were perfect no complaints

    1. Peter Guest

      I want to know what trump has got to do with flying on SQ? So stupid. If anything it is because of him that there is alot of upheaval. Do not bring politics into it.

  42. Vicky Guest

    He is frustrated, they bank on their good name, double book passengers. Not great.
    I have had good and bad from Singapore airline. Arrogant crew, most times. The reason why I take them, is impeccable safety

  43. Judy Lipsutz Guest

    I had a bad experience on Singapore airlines in September 2019. It also took months & months to resolve. There definitely is a communication problem with their staff & a lack of understanding of food allergies. I require gluten free food and often despite ordering gluten free meals when booking they don’t seem to have one on board. I flew business class and was given a meal that was not gluten-free even though I had...

    I had a bad experience on Singapore airlines in September 2019. It also took months & months to resolve. There definitely is a communication problem with their staff & a lack of understanding of food allergies. I require gluten free food and often despite ordering gluten free meals when booking they don’t seem to have one on board. I flew business class and was given a meal that was not gluten-free even though I had asked if it was 3 times. When trying to resolve this issue the staff at Singapore airlines said I lied. They called me a liar. The handling of this matter was a disgrace. They really don’t care.

  44. Eurouro Guest

    No point of flying on biz class between BKK and Spore, you don't even finish watching a movie!

  45. Christine Clements Guest

    Can understand the frustration. I was booked on Singapore from Melbourne to uk and return in April this year. All went well until my return trip, changed at Changi , 2 hr layover then was put on a Scoot airline. I was an assisted passenger, not only did I not board amongst the first passengers my friend and I were at the very back of the plane, right near the toilets which were continually being...

    Can understand the frustration. I was booked on Singapore from Melbourne to uk and return in April this year. All went well until my return trip, changed at Changi , 2 hr layover then was put on a Scoot airline. I was an assisted passenger, not only did I not board amongst the first passengers my friend and I were at the very back of the plane, right near the toilets which were continually being used, very noisy. Flight Centre said they linked my flight with my friends, my ticket said Scoot, but hers was Singapore. The meals were very poor quality, no complimentary drinks, no on board entertainment, no pillow or blanket. The worst experience of my life. Never will I fly Singapore again.

  46. GILBERT Guest

    hmm hate those people or want the best do they realise the world is in a crisis but they still want business class my foot is not a long flight to another selfish human being.

  47. Ailsa McQuade Guest

    They did a poor job all round for this customer, however it seems the downgrade was his choice. In the end I believe he was adequately compensated, it's not like he didn't get to fly where he needed to he.

  48. S. Baldiv Aujla Guest

    Singapore Airlines still remains my best choice for international travel and has been punctual on all my over 20 years of travel.

    1. Arjun shroff Guest

      The best only SQ ❤️

  49. Johan Hackman Guest

    I am not very surprised about this story. I have had eight SQ flights this autumn (4 long, 4 short) and they have all been very disappointing including:
    1. Being denied boarding at onward flight SIN-BKK due to slight delay of incoming CPH-SIN flight but still being on time at boarding gate with valid boarding pass in hand. And yet denied boarding
    2. Then being re-booked on a TG flight 5 hours later...

    I am not very surprised about this story. I have had eight SQ flights this autumn (4 long, 4 short) and they have all been very disappointing including:
    1. Being denied boarding at onward flight SIN-BKK due to slight delay of incoming CPH-SIN flight but still being on time at boarding gate with valid boarding pass in hand. And yet denied boarding
    2. Then being re-booked on a TG flight 5 hours later although 3 earlier Star Alliance flights were available that morning. As a platinum and Diamond member with some experience of flying I took the fight at the transfer desk and after a bitter fight I was downgraded to the second (not first) of the next available flights. No compensation offered. Eventually there was a business class seat available in that flight which I then got but no compensation was given for the late arrival that messed up my bay in Bangkok. My complaint in the SQ website was also completely ignored
    Flying back from BKK no SQ lounge was available, only a primitive RG lounge with among other things no wine at all to go with the food
    The flight SIN-CPH disappointed by not having the pre+ordered meal available
    Of a more subjective nature of course is my very bad experience of sleeping comfort on the long haul A359 and overall low comfort on short-haul. Many of the wines in menu were not onboard with only Australian wines available (which could be good) and on the white side of very low quality.
    Flights FRA+SIN-SGN were no better in terms of service and comfort but without major incidents.
    Overall though very far from the old SQ expectations

  50. Allan N Guest

    Most recent experience with SQ (business class) was a delay (1+ hours) out of Bangkok to Singapore, which was already known before checkin but the ground staff in Thailand checked us in, including on the connecting flight. When our flight landed in Singapore at 12:45am we missed the connection to Perth (plane pushed off from the gate 10 minutes before our flight arrived). We were greeted with the “solution” from SQ to wait (in the...

    Most recent experience with SQ (business class) was a delay (1+ hours) out of Bangkok to Singapore, which was already known before checkin but the ground staff in Thailand checked us in, including on the connecting flight. When our flight landed in Singapore at 12:45am we missed the connection to Perth (plane pushed off from the gate 10 minutes before our flight arrived). We were greeted with the “solution” from SQ to wait (in the lounge not the airport hotel) for the 6am flight to KL and then take the 9:45am flight from KL to Perth.

    There’s a lot of missed details in between the above summary but having to spend extra time at the airport and and on planes (MH business class is like Qantas’s domestic business class quality) then arriving in Perth 10+ hours after original schedule, and not being offered any form of compensation other than 400 baht meal voucher is terrible to say the least.

  51. Chieram Guest

    I agree there must be more to the story. Plus it is just a two hour flight. It could have been worse if it was a long haul flight.

  52. Bob Reyes Guest

    Singapore Airlines is poor in customer satisfaction. They only after of profit. I will not fly with them anymore.

  53. Roy Guest

    Who on gods green earth accepts any kind of “deal” at check-in without a lounge pass, an expedited immigration pass or any proof of a deal?
    Only someone who saw an opportunity to get free business class travel?
    If this traveller was so concerned with early arrival in business class why did he accept the downgrade proposal at all other than seeing an opportunity to score perks from SQ?
    Why if he...

    Who on gods green earth accepts any kind of “deal” at check-in without a lounge pass, an expedited immigration pass or any proof of a deal?
    Only someone who saw an opportunity to get free business class travel?
    If this traveller was so concerned with early arrival in business class why did he accept the downgrade proposal at all other than seeing an opportunity to score perks from SQ?
    Why if he accepted a downgrade wasn’t he screaming to get his 24000 miles refunded?
    Why wasn’t he flashing his confirmed business class ticket to all those “mistreating” him or her!
    This whole tale other than SQ’s slow response smells of a scam!

    1. Mister Malibu Guest

      Singapore does not have the same level of "consumer protection" as any "first world country". Not to brag but that is why I use Chase Reserve for all travel related activities in Asia/Singapore.

    2. Jkjkjk Guest

      Lol consumer protection in singapore is far more superior than the west. The customer expectation is extremely high as stated in this complaint. They expect service providers and government to do the absolute best. Unlike for example the western world. You had terrible government for decades but no one is doing anything. Meanwhile in Singapore, if PAP has done terrible things with their policies, they would be out long time ago.

  54. Serg Mezhov Guest

    I could not believe this is a,story about Singapore airlines...never ever had any bad experience with them in 20 years...something is missing or being not told, thanks

  55. Lily fuzes Guest

    Singapore Airlines cancelled my business flight to Europe in 2020 and returned my points
    However there are no point flights available to me any time next year.
    The points are extended by 6 months and when I inquired what would happen if the points expired and there was no flight they directed me to their shop

    Too polite to tell them what I think of that idea ,but not happy

  56. Kathy Boyle Guest

    We had very poor service from Singapore Airlines In January 2022 flying from Heathrow to Melbourne. Actually no service. Will never fly Singapore again let alone buisness class. Very very poor.

  57. iamhere Guest

    I am unclear if he purchased a business class seat at the beginning or he was trying to upgrade. It sounded like at first he purchased the seat because of his comments being offered to fly on the next flight or downgrade but later, it discusses paying the difference so that implies he was trying to upgrade. I wonder about the seat and class he booked.

    1. Daniel Daniel Guest

      I have travelled with SQ many times and found them to be excellent. On one flight a cabin attendant accidentally spilled some red wine on my inner thigh area. He was very apologetic and came back with a cloth and started to rub furiously in that area.
      I put my arm around him and said, Does this mean that we're engaged?
      He was very embarrassed then, and finished rubbing and went away.
      ...

      I have travelled with SQ many times and found them to be excellent. On one flight a cabin attendant accidentally spilled some red wine on my inner thigh area. He was very apologetic and came back with a cloth and started to rub furiously in that area.
      I put my arm around him and said, Does this mean that we're engaged?
      He was very embarrassed then, and finished rubbing and went away.
      A short time later he came back and gave me an envelope with a $75 cheque inside it.
      I tried to refuse the cheque and said it didn't matter and I wasn't worried about the wine spill.
      But he was having non of it and insisted I keep the cheque.
      I said OK and thanks, this will pay for our wedding
      With that he was off.
      What I had just done was to turn a negative into a positive.
      That's what our complaining passenger should have done.

  58. MIc he Guest

    I flew Sq from Lax to Bkk in 2016, Outbound I flew via Tokyo & back via Taipei. Online, I let them know I am allergic to shellfish, The first meal was beef & the second you guessed it was fish. I asked if I could have beef again..but the fa stated fish was all that was available.. the biz cabin was half full. On the return, after take off I changed to shorts &...

    I flew Sq from Lax to Bkk in 2016, Outbound I flew via Tokyo & back via Taipei. Online, I let them know I am allergic to shellfish, The first meal was beef & the second you guessed it was fish. I asked if I could have beef again..but the fa stated fish was all that was available.. the biz cabin was half full. On the return, after take off I changed to shorts & went downstairs for a meeting. When I tried to return to my seat, a fa told me to take a seat in the back of the plane. I showed another fa my boarding pass & asked her to go get my belongings. The first fa when confronted was shocked that somebody would wear shorts in biz class. I went with air france after experience.

    1. Bill Gomez Guest

      Did you not make your meal choices online pre flight? Don't expect the plane to cater to changes in meals midway over the ocean .LOL !!!!

  59. Barrie Brown Guest

    I have been travelling with Singapore Airlines on a regular basis around 3 times a year since 2008. I always found them to be very good ie they went where I wanted to go at a reasonable price, they were reliable and they really looked after their passengers
    However since the onset of Convid their once valid customers turned into virus infected scumbags which meant less in flight services, hounding their customers over the...

    I have been travelling with Singapore Airlines on a regular basis around 3 times a year since 2008. I always found them to be very good ie they went where I wanted to go at a reasonable price, they were reliable and they really looked after their passengers
    However since the onset of Convid their once valid customers turned into virus infected scumbags which meant less in flight services, hounding their customers over the use of face masks, closing all their offices and turning off most of their phones. The only way you could book a flight was on the internet or one of their phone numbers in Singapore which is an inconvenience if you are in Sydney and may God help you if you want to make changes.
    I’m still flying with them but book thru Flight Centre who at least can be contacted by phone or in person at one of their outlets I’m looking around for alternatives to get me from A to B however

  60. Willem Guest

    As someone who has done more than one hundred international business class flights on SQ (mainly between the US and Singapore) and many more on other carriers, I can say that when things on a flight go right SQ deserves its reputation as one of the best. But when an issue develops (and statistically it always will) SQ is without any doubt the worst I have experienced. Lodging an even legitimate complaint is nearly impossible...

    As someone who has done more than one hundred international business class flights on SQ (mainly between the US and Singapore) and many more on other carriers, I can say that when things on a flight go right SQ deserves its reputation as one of the best. But when an issue develops (and statistically it always will) SQ is without any doubt the worst I have experienced. Lodging an even legitimate complaint is nearly impossible and SQ response to the issue is defensive and, in my experience, excruciatingly slow and non-responsive

    1. Benedict Pasco Guest

      Totally agree. Unfortunately the rate of something going wrong has increased, which is why I don't choose SQ anymore.

    2. Jason Guest

      100% correct assessment by a seasoned SQ traveller. Generally a fantastic airline, but when a genuine problem does arise, SQs processes to rectify are like a cut price domestic airline.

  61. Phil Parker Guest

    We had a similar experience with Singapore Airlines, in March 2020. Singapore Airlines downgraded us to Economy class, due Covid apparently.
    We then paid for an upgrade, because we had to change flights, and believed that it was for both legs of our journey. Apparently not!! Ffs Singapore Airlines, get your ducks in a row; or, words to the effect

  62. Phillip Gold

    I’m on month 9 awaiting a response to an issue I raised with SQ. I’ve been receiving holding e-mails since, every time I chase, just patronisingly asking me for patience! Very very poor customer service from SQ at the moment!

  63. Kalbe Guest

    When someone comes prepared to travel in business class and was downgraded means he is being wronged. Good SQ gave 2 ey seat option and a voucher. Don't think he will or should not be offered fast lane. (But no harm to print J class BP with ey seat).

    SQ's decision to reinstate to business is a greedy decision to get back the money they spend. But it is the fare difference I guess.

    The...

    When someone comes prepared to travel in business class and was downgraded means he is being wronged. Good SQ gave 2 ey seat option and a voucher. Don't think he will or should not be offered fast lane. (But no harm to print J class BP with ey seat).

    SQ's decision to reinstate to business is a greedy decision to get back the money they spend. But it is the fare difference I guess.

    The chances of making a wrong to a wronged person is very high and SQ should have left it as is.

    My thoughts.

  64. FT Guest

    2.5 Hours flight on B class and he complained. Redeemed miles ........just excuse........get a life.......a snowflake .......

  65. Ck Guest

    It's a 2-1/2 hour flight. Who cares?

    1. Ric Fermi Guest

      If I had paid several hundreds of u.s dollars/ euro I wouldn't accept vouchers or food coupons or miles.
      I'd accept the downgrade and the difference in money, including tax.
      Also, I wouldn't fly with them anymore.
      Which airline accept vouchers or food coupons as payment?

    2. Lily fuzes Guest

      I have an interesting issue with Kris flier.
      The airline cancelled my business class return to Europe due to covid.in 2020
      They returned my points and keep extending their value by 6 months

      However there are no available tickets ever
      I told them I want a business class ticket to anywhere in the world any time next year but nothing is available

      When I asked what solution they had they...

      I have an interesting issue with Kris flier.
      The airline cancelled my business class return to Europe due to covid.in 2020
      They returned my points and keep extending their value by 6 months

      However there are no available tickets ever
      I told them I want a business class ticket to anywhere in the world any time next year but nothing is available

      When I asked what solution they had they tried to direct me to their shop

      Too polite to tell them what I thought of that proposal.

  66. Adrian Sim Guest

    What a brat! 2.5 hrs in economy a big problem?? Can't think of a more laughable first world problem! Travelled with SingAir many times, they don't treat business class customers this way... They just don't... You are right, there's definitely more to the story. I could be more insulting, but I'll leave it here...

    1. Mister Malibu Guest

      Judging by your last name you are Singaporean right? Let's just say culturally speaking the general public expects an airline, a flag carrier at that, to honoring its contracts. It's not a matter of the length of a flight, but how an airline treats and respects its commitment to contracts. SQ gets away with a lot of this crap because there are limitations to consumer protections under local law. Where as the US or EU...

      Judging by your last name you are Singaporean right? Let's just say culturally speaking the general public expects an airline, a flag carrier at that, to honoring its contracts. It's not a matter of the length of a flight, but how an airline treats and respects its commitment to contracts. SQ gets away with a lot of this crap because there are limitations to consumer protections under local law. Where as the US or EU one gets cash comp, hotel stay,...etc for overbooked flight, SQ and its subsidiary Scoot are offering peanuts for similar circumstances. It's hilarious watching you defending them but then again, can't blame you for defending your tribe...

    2. Jo Guest

      I totally agree with you. This guy is totally missing the point. It's not the length of the flight, it's getting what you actually paid for? Genius at its best

  67. Debra Guest

    Put a nappy on him and give him a bottle. Really, having travelled wi this airline before, they were so helpful and ready to lend a hand wherever possible. Traveling with three children, they made it worthwhile. I cannot thank them enough for the help I received on my long distance flight. Maybe this guy needs to travel with three kids in economy, give him something to complain about.

  68. Mike Guest

    There is no expedited immigration at SIN only at BKK. I'm assuming if he were really offered that they would have escorted him there as its all very close. Honestly, who cares that much about expedited immigration leaving. Just longer to wait in sterile area and according to his "repeated long waits" he had tons of time...

  69. Jo Guest

    We had a very similar experience flying with SIA in September this year our Phuket to Singapore leg they told us we would have to fly economy as the flight was over booked, and were offered no compensation. We were on an earlier flight as we wanted to spend sometime in Singapore airport exploring the airport. We ended up getting a later flight (after much arguing and numerous phone conversations) with next to no time...

    We had a very similar experience flying with SIA in September this year our Phuket to Singapore leg they told us we would have to fly economy as the flight was over booked, and were offered no compensation. We were on an earlier flight as we wanted to spend sometime in Singapore airport exploring the airport. We ended up getting a later flight (after much arguing and numerous phone conversations) with next to no time to catch our connecting flight. We had booked these flights 4 months in advance, my question to them was how does this happen, we had seats booked (and when we booked there were still plenty of seats). How do they then determine who gets booted as the were plenty of seats available when we booked and chose our seats. Their customer service operators just have a 'oh well bad luck' attitude, which is not good enough when shelling out for business class you expect premium service.

  70. Josh Greenberg Guest

    "Could you please check the PNR?"

    There were comments in that passenger's record.

  71. MamaBali Guest

    Sorry to say Singapore Airlines is one of the best in the world BUT as for ground staff and customers service relations they are so so bad in responding or taking complaints seriously & some of the flight attendants too have kind of attitude especially when you are in Economy class !!!! I hope with more complaints they will change or perhaps some of the elderly staff retired ???? They should also have well spoken Station Manager in every city !!!!

  72. Bob Guest

    I think this guy saw an opportunity to get something for nothing or he like so many people now didn't bother to listen to what his choices and compensation was and just simply assumed what he was getting. I think he already got more than he deserves for such a short flight.

  73. glenn t Diamond

    When I read "painful experience" in Business class I thought it must relate to the small and squashy Business seat; the one where you are either sitting up or lying-flat (on the diagonal) with no real options in between.
    Funnily enough he may have been more comfortable in an Economy seat for such a short flight. The famed SQ service in Business and the F&B have been massively dumbed-down from pre-pandemic levels, so nothing much to miss.

  74. DH Guest

    What a drama queen. This is the most hilarious story detailing a "painful experience" that I've ever read. All for a two hour flight! Amazing! This guy has clearly never experienced real "pain" in his life. Get a grip, buddy. Singapore Airlines is one of the best airlines in the World. We absolutely love them and have had wonderful experiences, even in the most difficult times.

    1. Obe Guest

      Hey guys....If it takes so many months to facilitate a resolution, then it speaks volumes, albeit adversely, of an Airline that trumpets itself as one, if not the best, Airline in the world....and how come someone who dld not turn up later (would get) the seat whilst this poor chap who checked in earlier was denied his confirmed booking .. fishy isn't it?.... Well in this dramatic world, nobody admits their wrong...as per the reply...

      Hey guys....If it takes so many months to facilitate a resolution, then it speaks volumes, albeit adversely, of an Airline that trumpets itself as one, if not the best, Airline in the world....and how come someone who dld not turn up later (would get) the seat whilst this poor chap who checked in earlier was denied his confirmed booking .. fishy isn't it?.... Well in this dramatic world, nobody admits their wrong...as per the reply from SIA... do you think they were remorseful or rather arrogant... Your take!!! Everything is about money sense camouflage as loyalty and the CSR or ESG bull !!!

      If he was allowed to board as he had booked, do you think this episode would arise... in case you like to think of bias to benefit a CORPORATE enclave

      How do you actually value the COST of frustration suffered multiplied by vexation .... what is there to seize opportunity to benefit oneself if the Airline has done no wrong?...Well, it can only affect those who experienced it ... the rest of the bystanders are merely speculators and mongers, .... As for those CRM guys, they being seasoned enough to only do PR job to endow damage control in protecting their employers and, of course, for self-preservation

      Nobody is wrong in this world...and everything that happens..... happened for a reason .... we just hope it doesn't happen to us

      Cheers

    2. Sean Guest

      You said it, what a drama queen.

  75. Soo Chong Lim Guest

    Like everything in Singapore, if something goes wrong, it won't be fixed fast because people there work like robots.

  76. Jan Tuczynski Guest

    My wife and I will never fly Singapore Airlines again paid for Premium Economy Melbourne to London. London to Melbourne, at the Singapore to Melbourne leg we were told we had been upgraded to Business class but in reality we were down graded to a Scoot Airlines budget service.

  77. Sascha Guest

    The passengers may be a bit dramatic, but it's terrible if it is indeed took months for SQ to respond to him.

    Though having been around the customer service world for quite a time, it doesn't really surprise me that likely there are some bottleneck escalation procedures that would cause the delay in handling.

    Disclaimer: I'm not and never employed by SQ or their affiliate companies, but I could imagine that this is...

    The passengers may be a bit dramatic, but it's terrible if it is indeed took months for SQ to respond to him.

    Though having been around the customer service world for quite a time, it doesn't really surprise me that likely there are some bottleneck escalation procedures that would cause the delay in handling.

    Disclaimer: I'm not and never employed by SQ or their affiliate companies, but I could imagine that this is how the case was handled:

    1. Pax contacted SQ by email, received by agent Abby who works for a customer service (CS) in a BPO company "ABC" based in Penang. Abby responded and opened a support ticket to the local escalation (Esc) team, promised 72 hr response time.

    2. Pax sent a follow up email 72 hr later. Abby replied that the case is still under investigation. Abby wrote a note at the open ticket and nudge the Esc team. Esc team now took over the case and asked pax to wait.

    3. Day +8 since inital contact, Esc team at BPO "ABC" found out pax had been offered some kind of compensation at BKK airport, so they returned the ticket to agent Abby and advised her to just restate what happened and closed the ticket. Abby was on day off that day, so the ticket remain open on her queue and she replied to pax on Day +9 when she returned to the office.

    4. Pax disagreed with the outcome and reach out to SQ CS again on Day +12, this time it was handled by agent Bobby at BPO "ABC". Bobby created a new ticket to the local Esc team and informed pax to wait up to 5 business days.

    5. On day +20, Pax contacted again for a follow up. Agent Charlie from BPO "ABC" responded that the case is pending response from the relevant team and nudge the Esc team internally.

    6. One month after the initial contact, Pax got irritated by the slow response and called the support team to follow up. He got connected to agent Debbie who works as a customer service at BPO "XYZ" based in Kuala Lumpur. Pax got angry, shouted, and yelled at Debbie, who could only apologise profusely over the phone. Debbie opened a new escalation ticket for her local Esc team at BPO "XYZ", noting that pax is angry.

    7. Ticket reached Esc team at BPO "XYZ" on week 5. They found out that the existing case is being handled by Esc team at "ABC". Due to internal policies, case that are being handled by one BPO couldn't be handled by another, so they merged the support ticket while sending a courtesy email telling pax that the case is 'still under investigation'
    Meanwhile, Esc team at "ABC" got the nudge and this time they escalate the case to the complaint department at the HQ in Singapore.

    8. Complaint department at HQ took their time to investigate and found out that despite the inconvenience, pax had been offered some kind of compensation and got onboard the flight in business class. They returned the ticket to the pool of CS tickets (not Esc) on week 8 saying to handle the case as normal.

    9. Agent Evelyn from BPO "XYZ" got assigned the support ticket and sent an email to pax restating the same information from HQ. At the end of week 8, two months since the initial contact, Agent closed the ticket.

    10. On week 9, entering the 3rd month since initial contact, Pax called again claiming that the issue was still unresolved and got in touch with agent Fiona from BPO "XYZ". Pax hang up the phone and Fiona opened a support ticket to the Esc team at "XYZ"

    11. A few days later, upon seeing that the case had been handled before by HQ, Esc team at "XYZ" assigned the ticket to the HQ, stating that pax kept coming back. Ticket status was now pending at HQ.

    12. Pax, tired with the slow response, started to write his complaint to the media on week 12. Someone from unrelated department at the HQ noticed this and informed the complaints department. Complaints department immediately took over the case and left an internal note: "DO NOT HANDLE, TRANSFER ALL CONTACT TO HQ" in bold, red letter and raised a ticket to the Customer Affairs team at HQ.

    13. On that same week, Pax sent an email to CS to notify that he had told the story to the media. Agent Garry from BPO "ABC" received the email and upon seeing the internal note, he transferred the email to HQ without responding pax.

    14. On week 13, now entering the fourth month since the first contact, HQ's Customer Affairs team issued the miles to pax account and sent an apology email. Ticket remain open, pending pax's reaction.

    15. Pax didn't think that the compensation is fair and demanding full refund. Now on week 14 the Customer Affairs Manager sent an apology to pax and explain what happened and how their policy on overbooking is.

    1. kc Guest

      Thank you so much for giving us an insight into the customer service world. I learnt a lot from your comment. In your opinion, what should Singapore Airlines have done to prevent this incident from escalating? Thank you in advance for your reply.

  78. Dennis Guest

    Over booking is a scam. If you book and pay for Business Class you have a contact! No further questions, it’s the airlines problem not the passenger.

    1. AC Guest

      Moral is to have an assigned seat, check in early and board as soon as possible. My experience is overbooking usually impacts those without assigned seats since rarely are 2 people actually booked in the same seat

  79. Vijay Bhatia Guest

    It's sad and shameful that this incident happened On Singapore Airlines. It's a world class Airlines. He should have been compensated with 1 way business class ticket

    1. Stein Guest

      Whining about a 2 Hour flight ‍♂️

      What is he expecting?.. a Raffles Class (RT) between LAX - SIN

  80. Gim Hulber Guest

    What a big hoo ha over a mere 2 hours flight. Some people have nothing better to do than make mountain out of mole hill.

  81. DMNYC Member

    Yes, he's being over dramatic. But still SQ should not be so messy with this.

    - They gave him the downgrade compensation (or an agreed upon amount if it was voluntary), as was due.
    - They should have then printed a lounge invitation for him at check-in, or put a note in his record for the check-in agents to see, and told him that they were adding that note so he could inform the...

    Yes, he's being over dramatic. But still SQ should not be so messy with this.

    - They gave him the downgrade compensation (or an agreed upon amount if it was voluntary), as was due.
    - They should have then printed a lounge invitation for him at check-in, or put a note in his record for the check-in agents to see, and told him that they were adding that note so he could inform the lounge staff.
    - Once a business seat became available, they should have just put him back in business class and let him keep the downgrade compensation. Honestly, it's not a lot of money for the airline, and is a gesture of good will for the confusion and inconvenience.
    - Maybe one step above and beyond (although would be a bit time-sensitive) is that they could have informed the purser in charge of business class of the change, assuming they didn't need to change the manifest.

    None of these is particularly hard

  82. Don Guest

    I get a sense that this guy(traveler)is Australian.

    1. John Guest

      The passenger was selected as a downgrade passenger - suggests they were discounted business class fare. The lounge reception sounds unfortunate but probably exaggerated. The compensation fair. In all probability this customer wants to extract maximum value out of this because SIA are the best airline in the world

    2. EK_engineer Guest

      @Don

      I lived in Australia for more than two decades. After Australia came Singapore, where I spent a significant amount of time as well. From these emails, I'll confidently opine that this pax is almost certainly not Singaporean. That's simply not how locals phrase their typical letters of request/complaint. On the other hand, it could well be an Australian; although I can't say for certain...how do you figure it is?

  83. OldTexan Guest

    The passenger also said he wanted to be rested for a meeting the next day. The flight time from Bangkok to Singapore is 2 hours and 16 minutes. That definitely isn't a very long flight considering many International flights are 8-12 hours. I also think the passenger should have accepted the 10K miles and cash payment like you said as it is very close to equal. He seems to be a typical young individual who...

    The passenger also said he wanted to be rested for a meeting the next day. The flight time from Bangkok to Singapore is 2 hours and 16 minutes. That definitely isn't a very long flight considering many International flights are 8-12 hours. I also think the passenger should have accepted the 10K miles and cash payment like you said as it is very close to equal. He seems to be a typical young individual who wants everything for free and has no moral compass. People need to realize you get what you work for and deserve. He doesn't deserve a full refund in cash when he used miles. I want some of whatever he's been smoking!

  84. Keith Koller Guest

    I have had a very poor customer service experience involving SQ at SIN on an around the world business class ticket where I was downgraded to economy although there were only two passengers sitting in business on an A330. The flight was to Jakarta and although the reason for the downgrade remains a mystery, everyone seemed to know about it and it appeared that I had my personal dedicated flight attendant and business class meal...

    I have had a very poor customer service experience involving SQ at SIN on an around the world business class ticket where I was downgraded to economy although there were only two passengers sitting in business on an A330. The flight was to Jakarta and although the reason for the downgrade remains a mystery, everyone seemed to know about it and it appeared that I had my personal dedicated flight attendant and business class meal anyway. Lounge access was no problem and I don’t recall any issues with customs though it wasn’t busy anyways. Long story short, whatever the screw up was, they seemed to try to do the best they could and if there’s a problem, one should just politely ask to speak to a supervisor.

  85. Paul Guest

    Sounds like he has traverses route before and works there, I have traveled from 15 hours away a few times and between layovers and getting to diff airports it's a 30 hour day so I want it to go smoothly, but for a 2 hour flight or whatever it is , just deal with it, I just wish they would give you the extras out of courtesy instead of the person having to beg or ask , I wish I could fly business class on Singapore airlines, I've heard mostly great things

  86. June Gladys ROSS Guest

    I have traveled with Singapore airlines since 1985 and up until my last Flight I was extremely happy to do so. The FACT that Singapore airlines have No full Agent at the International Airport in Italy has caused this 82 years of age lady so much distress as sadly I made a mistake with the Date of Departure and Missed the plane. There was NO ONE that could help as Singapore Air have put AGENTS...

    I have traveled with Singapore airlines since 1985 and up until my last Flight I was extremely happy to do so. The FACT that Singapore airlines have No full Agent at the International Airport in Italy has caused this 82 years of age lady so much distress as sadly I made a mistake with the Date of Departure and Missed the plane. There was NO ONE that could help as Singapore Air have put AGENTS in at All airports & the man was unable to Ring out!! Sadly my son in Australia had to book at $2900 one way ticket with EMIRATES who bent over backwards to assist me. The flight was 24 hours later. Now surely Singapore airlines were able to sell this Ticket as it was a PREMIUM ECONOMY!!! Not a word from them even after I tried through Kris Flyer. A customer since 1975!!!

    1. Julia Guest

      Wait...you said you traveled with them since 1985, but have been a customer since 1975? Which is it?

      Also, which "International Airport" in Italy?

      Also also, YOU missed the date of departure, how is that Singapore's fault?

    2. Mister Malibu Guest

      I think the comment lies with dissatisfaction of customer service and the lack of communication, not putting the blame of the airline for missing the flight...can't you read?

  87. Ray Goldberg Guest

    Does not surprise me one iota. I've flown SQ first and business for 20 faithful years and now will not get on their planes. Their Customer Service is a disgrace. Still waiting to hear from them since my April and June complaint

  88. Eileen Guest

    Obviously this is a he said she said so i get it but let’s note what the airlines are capable of and find a way to justify. I paid for a BC ticket and had a boarding pass for my seat, went through security and the lounge and when I go to board they said I canceled my ticket but they would give me an exit row in economy for the same price. I have...

    Obviously this is a he said she said so i get it but let’s note what the airlines are capable of and find a way to justify. I paid for a BC ticket and had a boarding pass for my seat, went through security and the lounge and when I go to board they said I canceled my ticket but they would give me an exit row in economy for the same price. I have had invitation only status for 3 years. No refund, no bottle of water, nothing. If you know you are in economy you bring water and maybe a snack. So I am not taking sides in this situation but the airlines can write what ever they want as can the passenger but it does not make true because they are the airlines.

  89. Eng Fung Chan Guest

    SIngapore airlines service in really nothing to sing about. I was in SIA Business Class flying from Brisbane to Singapore in 2017 and SIA did not even offer the customary toilet bag but instead discreetly hid a single toothbrush on a ledge on the seat! My son and his family paid 30K USD to fly from SFO to BNE return with stopover in Singapore in 2022 and the same scunginess was observed. Of course the...

    SIngapore airlines service in really nothing to sing about. I was in SIA Business Class flying from Brisbane to Singapore in 2017 and SIA did not even offer the customary toilet bag but instead discreetly hid a single toothbrush on a ledge on the seat! My son and his family paid 30K USD to fly from SFO to BNE return with stopover in Singapore in 2022 and the same scunginess was observed. Of course the food was nothing to shout about either with fried radish cake as a signature dish when I could have done it better at home. When I visited the SIA business lounge in Singapore there was nobody there to service. I was waiting for the SIA connection to KUL then. I was disappointed.
    Service on the plane wasn’t crash hot either. I requested for my water bottle to be refilled but the stewardess said she’ll come back. She absentmindedly never did. No thank you, I’ll never fly SIA Business Class again. There’s so many other choices of airlines that go above and beyond SIA.

  90. Ben Guest

    What a disgrace for him/her .. seems to be the Generation TKT..:)
    Just try flying LH ..on a Longhaul flights... And SG still one of the top Airlines!
    I'm a Frequent flyer
    in Ecomy...SG always been happy with your service, not Like LH..

    1. Eng Fung Chan Guest

      If you have never experience other airlines, that is. Widen your perspective and experience and you will know there are more that meets the eye.

  91. Big AL Guest

    None of this would have happened if Trump was President.

    1. Chuck Guest

      Oh, thanks for that. It feels good to laugh again.

    2. SadStateofOurCountry Guest

      I thought trump *is* president, at least that's what I hear from reliable sources (fox news, qanon, putin, republicans, pilows, etc).

      But you're right, not to mention that he would have already traded Puerto Rico for Singapore so he could brag that we have a top rated airline.

    3. Carlos Ba Guest

      Why Is this crap marked helpful? Just another piece of political nonsense from the traitors party.

  92. Jared Guest

    The dude is a snowflake and appears to have been fishing for cash, miles and/or attention. If this is SQ at their worst, I'll gladly fly them any day.

  93. Samara-UA Customer Relations specialist Guest

    Im pretty sure he is not a 1million mile flyer, otherwise he would have been upgraded, no cost at all, well aware of frequent flyer policies, specially on a star alliance member. Compensation for inconveniences could go from $25.00 to infinity depending on the situation and FF status. Also if this was an INVOLUNTARY denied boarding to his purchased class seat, he could have requested cash compensation on the spot and i will take the...

    Im pretty sure he is not a 1million mile flyer, otherwise he would have been upgraded, no cost at all, well aware of frequent flyer policies, specially on a star alliance member. Compensation for inconveniences could go from $25.00 to infinity depending on the situation and FF status. Also if this was an INVOLUNTARY denied boarding to his purchased class seat, he could have requested cash compensation on the spot and i will take the J class on a later flight who cares? Same day travel, next day working. Play with all cards the airline has on the table. Take the most, odds are on tour favor.

  94. Mister Malibu Guest

    For context, whoever that cares anyway, is that the Singapore Airlines has been, in recent months, chronically downgrading business class passengers, especially REDEMPTION passengers, to premium econ or econ and premium econ to econ. Often times citing equipment (a/c type) change. Passengers are usually given one of two options, accept the downgrade or take another flight. Compensation will usually take long period of time and patient as SIA outsources all call centers and no decision...

    For context, whoever that cares anyway, is that the Singapore Airlines has been, in recent months, chronically downgrading business class passengers, especially REDEMPTION passengers, to premium econ or econ and premium econ to econ. Often times citing equipment (a/c type) change. Passengers are usually given one of two options, accept the downgrade or take another flight. Compensation will usually take long period of time and patient as SIA outsources all call centers and no decision makers on site and CSA are without ANY authorities.

    It's been widely reported in Singapore blogs...

    1. QT Guest

      This is so true. Their call centers, even the one in Singapore, is a huge miss. In summer I was trying to make date change to a mixed cabin ticket, EWR-SIN in PE and SIN-BKK in Y and the agent quoted a fare premium of $9,000+, while on the website the same ticket costs the same as my original ticket. The agent claimed what I saw on website is for new purchase only, and since...

      This is so true. Their call centers, even the one in Singapore, is a huge miss. In summer I was trying to make date change to a mixed cabin ticket, EWR-SIN in PE and SIN-BKK in Y and the agent quoted a fare premium of $9,000+, while on the website the same ticket costs the same as my original ticket. The agent claimed what I saw on website is for new purchase only, and since I was trying to make change, the fare wasn’t available to me. I then requested to talk to a supervisor and she said there was no supervisor available and I could only talk to her. I was so annoyed. Singapore’s service, especially non-inflight service, has been going downhill so quickly recently.

    2. Fenella Deville Guest

      I flew from LHR to cairns Australia in September this year and am still awaiting a reply to my complaint? Terrible no customer relations? Not even an email back? Not good for Singapore Airlines

  95. Ken Tan Guest

    All other aspects aside, 4 months wait for a response is ridiculous. The excuse is always "we are short staffed". Well, that's your problem and not the customer's.

  96. Jim botten Guest

    I rather fly singapore airlinesbusiness class than quantas good service by staff

  97. Ben Holz Guest

    Although the passenger does sound a bit dramatic (generally speaking the benefits post-flight of a 2 hour flight in Y or J are barely tangible, but to each their own I guess), the fact that SQ ignored the guy for four months since first getting in touch doesn't leave a good image on their customer service.

    Also, I don't really get how how this "reflects the state of customer relations at so many airlines...

    Although the passenger does sound a bit dramatic (generally speaking the benefits post-flight of a 2 hour flight in Y or J are barely tangible, but to each their own I guess), the fact that SQ ignored the guy for four months since first getting in touch doesn't leave a good image on their customer service.

    Also, I don't really get how how this "reflects the state of customer relations at so many airlines nowadays". There's no excuse for a company not to answer a customer for multiple months, especially when said company is the hasn't provided the service they were paid for to begin with. Being understanding is one thing, but allowing others to take you for a fool is something completely different.

  98. Hobbs Guest

    I don't doubt that an overbooked flight would make for a convoluted experience, but in the end the passenger was made whole and then some. In this case, 15 emails is a bit obnoxious.

  99. Pete Diamond

    This is what happens when English is used by all parties that do not speak English as their first language.
    Slow news day at the Strait Times.

    1. Eve Guest

      You do know that Singapore is a commonwealth nation and most people speak and use English there?

    2. Bols59 New Member

      That would require making an effort to ensure one's post is somewhat truthful, dear. Dream on... ;~[

    3. JohnRossa Member

      Pete is obviously an uneducated racist moron who immediately assumes that people in Asia don't speak English. Please ignore the imbecile. (His parents do!)

    4. Ksa63 Guest

      Many people speak and use english in Singapore. That is true. But the quality of english spoken varies considerably.

    5. Brendan Jones Guest

      @Pete criticizing others who don't speak English as their first language is funny, given it is most unlikely Pete speaks multiple languages. In fact, he may be that he speaks less than one language fluently

    6. Eskimo Guest

      It's so funny, because people who criticize @Pete obviously have never traveled to these countries. It's no difference than a Canadian speaking Quebec French in Côte d'Ivoire. Yes, it's all French as official language.

      But that's what you get when America is Great Again.

    7. Eve Guest

      Well @Eskimo you don’t know where I am from, I am far from anywhere near that cesspool of political mess, plus I have lived an year in Abu Dhabi, several years in Hong Kong (where I did my high school), so i am in very good position to say many people in Singapore speaks English.

      I doubt you gave an effort since if you knew anything, Singapore has English as one of the official...

      Well @Eskimo you don’t know where I am from, I am far from anywhere near that cesspool of political mess, plus I have lived an year in Abu Dhabi, several years in Hong Kong (where I did my high school), so i am in very good position to say many people in Singapore speaks English.

      I doubt you gave an effort since if you knew anything, Singapore has English as one of the official language and the official mode of instruction used in the education system is British English, as with any other COMMONWEALTH countries. Also the margin of difference between regional variations of English are minimal, unlike other languages, so unless you are speaking with some sort of hillbilly or ridiculous cockney accent, anybody can understand you

    8. Petri Diamond

      I concur with you that most people in Singapore speak English very well. But, I have to disagree with you on the accent variations of English. While I worked in Iraq, I had to be an interpreter between an Iraqi person and an Englishman on several occasions. I understood both of the highly educated persons well, as they also understood what I said. But neither one understood what the other said, despite speaking grammatically correct...

      I concur with you that most people in Singapore speak English very well. But, I have to disagree with you on the accent variations of English. While I worked in Iraq, I had to be an interpreter between an Iraqi person and an Englishman on several occasions. I understood both of the highly educated persons well, as they also understood what I said. But neither one understood what the other said, despite speaking grammatically correct English. Interestingly, while I lived in Abu Dhabi, the same problem never occurred.

    9. Eve Guest

      I was referring to the variations in grammar and vocabulary since they are pretty much same in all English forms, but as I said and as you rightly pointed out, accents can be a factor but I don’t think it should be much of an issue in SE Asian commonwealth countries, they normally conform to a clear variation of British English due to there educational system relying on colonial era influence.

      The reason you...

      I was referring to the variations in grammar and vocabulary since they are pretty much same in all English forms, but as I said and as you rightly pointed out, accents can be a factor but I don’t think it should be much of an issue in SE Asian commonwealth countries, they normally conform to a clear variation of British English due to there educational system relying on colonial era influence.

      The reason you didn’t have an issue in Abu Dhabi was because of the incredibly high expat population, after dubai, alongside the fact that most expats (excluding labour or day workers workers) or Emiratis get their education from “international” schools in the country, majority of which follows British GCSE or International Baccalaureate curriculum. Upon that Emiratis tend to send their children to west for higher studies due to lack of credible universities in UAE. So coupled with expats, it leads to a more easier to understand English.

  100. Peni Guest

    If that was considered "treated bad" then see this from FlyerTalk. Two people harassed by Delta FAs on DL 159 a few days ago.

    https://www.flyertalk.com/forum/delta-air-lines-skymiles/2100280-how-notify-delta-regarding-fas-behavior-flight.html

    1. Eskimo Guest

      I'm going to 2nd to that story.

      Funny enough I also had issues with FA on DL159 a few days ago, but not this flight. One FA were making sarcastic comments on how much drink I consumed. I was even trying to be nice and walked up to the galley and offered to wait on my drink. I got a rude response up to the point of asking for a refill right after the pre-arrival...

      I'm going to 2nd to that story.

      Funny enough I also had issues with FA on DL159 a few days ago, but not this flight. One FA were making sarcastic comments on how much drink I consumed. I was even trying to be nice and walked up to the galley and offered to wait on my drink. I got a rude response up to the point of asking for a refill right after the pre-arrival meal. Seatbelt sign wasn't even on. All of this is just sodas not even mixed drinks. GA at DTW was also as rude trying to rush me into the plane even when CBP still has a line. It's not my fault that DL changed my schedule from a few hours to less than an hour connection, then an inbound delay to my flight leaving me right at 30 mins. Could have sent me a ride.

  101. Jason Guest

    Honestly? Who cares? While it sounds like he had a bad experience, bad experiences happen all the time, with each side having their view on things, oftentimes not aligning exactly. And without being there, how can anybody have anything to say, other than giving their opinion that would have zero relevance to the situation?

    To be honest, I'd rather see your Air New Zealand review than this, which I'm looking forward to.

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

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Big AL Guest

None of this would have happened if Trump was President.

6
Eve Guest

You do know that Singapore is a commonwealth nation and most people speak and use English there?

6
Jared Guest

The dude is a snowflake and appears to have been fishing for cash, miles and/or attention. If this is SQ at their worst, I'll gladly fly them any day.

5
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