Nadia

Apr 11, 2023

Terrible Customer Service

Singapore airlines single handily made our honeymoon an absolute nightmare. We were heading to Thailand and Bali for our 2 week honeymoon. THE DAY OF our flight out to Thailand, they cancelled our connecting flight from Singapore to Bangkok (after we had upgraded our flights from premium economy to Business) and we spent THREE HOURS on the phone until they were able to finally fix it and find us a connecting flight (which they told us didn’t exist, but magically it appeared after fighting with the customer service rep). Then, on our returning flight, we had received an email about upgrading our flight again to business class and the email clearly specified that we would be upgrading both legs of our flight. After paying to upgrade, only one leg of our flight was upgraded. Mind you, it was the 2 hour flight and not the 18hr flight back to NY. Upon realizing only one leg was upgraded, we immediately called customer service to have the issue fixed. Because it was late at night, the woman on the phone promised me she would have a supervisor contact me the next day. After not receiving a call back, I called back and spent another 2 hours on the phone and after talking to FOUR people was told that they would be able to fix the issue at the ticket counter once we checked in for our boarding pass. Not only was that not true, but then I had to speak with multiple people at the counter as well as call customer service back AGAIN only to be told they could do nothing and the “matter would be escalated”. Not only do they false advertise, but they outright lie to customers just to get them off the phone and their customer service could care less about their actual clients. We will NEVER be flying with Singapore airlines again and will be filing a report with the better business bureau as well as consumer affairs. Terrible business practice.