Singapore Airlines
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Could do better
Been using SIA for 10 years or more. Were very good in the early days, but not quite so good overall nowadays in my experience: no particular gripes about the flights (except maybe that cabin crew seem more "remote"), and having to use Changi as a hub is a delight (this from someone who hates modern airports). The main reason for my marking them down to 3* is the difficulty with dealing with them over the phone. On my wife's recent flight from Manchester to Cebu, the first of three legs was with Lufthansa (to Frankfurt) and I had a simple question: does she check in with DLH or SIA? In one conversation, I was told SIA, then DLH, then either, then "I will contact DLH to ask them and call back in 30 minutes". Two days later and no response... So I called DLH myself - and it took 5 minutes to clarify options for desk and online check-in... Other calls have resulted in misinformation being given by SIA. On the plus side, I have to say they did handle a difficult situation for my wife very well once I eventually got put through to the correct department. She was stranded by a tropical storm for several days and could not get to Cebu for the return flight. I thought the ticket was invalid after the original date and we'd have to pay for new flight at full cost, but SIA said it would be OK for another 8 months(!), and rescheduling was done very smoothly (albeit with some extra to pay, plus a £145 "penalty"...). So 3* or 4*? I've given 3 because I'm not sure I will want the hassle of dealing with their front-line support again, and will probably look for alternative carriers in future.