Singapore Airlines
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33 hours on hold waiting for terrible customer service
My family and I have flight credits for an unused pre-covid return flight from Auckland to Copenhagen and we are trying to book that along with a new flight back to NZ from Copenhagen in July. I have spent a total of 33hrs(yes, 33!) trying to get hold of Singapore Airlines over the past 7 weeks (I am currently listening to the wonderful waiting tune having been on hold for 1 hour and 38 minutes). I succeeded twice in getting through to an agent. Both times they apologised profusely and I was promised a call back within 48hrs. I have never received those call backs. The last person was a Mary Jane at the Singapore Office, who said, that she would always keep a promise and guaranteed me a call back. Both times I was told that they could not give me a figure on the outstanding ticket value, or the price for the new tickets, which we were booked on on April 6th 2022. This had to be done manually and would take 24-48hrs. I have previously flown with SingaporeAir, and I do appreciate how tough it has been for the industry. I have always been happy to pay the premium for their service, but they seem to be an absolute mess now, and, unless you fly business or higher, I would definitely consider flying with someone else!