Singapore Airlines
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Broken suitcase upon arrival in Sidney
On 30 December 2018 I went to Sidney (Copenhagen-Singapore-Sidney). Upon arrival my suitcase was broken totally, and I had to buy another before entering a cruise to New Zealand. In the airport in Sidney I got a damage report from the staff. All shops were closed during New Year, but I was asked to contact Singapore Airlines on my return to Copenhagen in order to get a refund for the broken suitcase. I forwarded alle papers (tickets, damage report, photos, boarding pass and luggage receipt and also receipt for the new suitcase bought in Sidney). It was extremely difficult to get in touch with anyone in their office. When calling, an answering machine kept telling about opening hours, but no-one ever answered the phone. I mailed several times, and then someone replied, but only to tell me that if I was lucky, they would refund half of what I had been paying for the suitcase. I did not ask the staff to drop my suitcase in order to ruin it completely, but the Airline company is making it extremely difficult to refund my expenses. The flight itself was fine. We had made an upgrade and everything was fine, but service upon return was just awful, and I have still not got my money back. It is no problem buying an expensive air ticket, but when something happens and their own staff ruin customers luggage, it is a huge problem getting a refund for anything. Just too bad.