Ross McCartney

Nov 15, 2022

I am shocked how poor the customer service is…

I am shocked how poor customer service is now for Singapore Airlines. I have travelled with them many times over the years and have always been very happy with the flights and service. But that appears to have changed and the poor reviews people are leaving have been well earned by Singapore Airlines. In September I missed my connection in Kuala Lumpur because the flight to Singapore was late and I missed my Singapore Airlines flight to KL. I was then put on the next flight and that was late too! Because I was in transit I could not change my KL flights and ended up having to re-purchase the tickets. When I got back and contacted customer services, they were very helpful and suggested I put in a claim for the new tickets I had to buy. I did and since then - nothing. For 2 months I have phoned and emailed multiple times, and no one will tell me when they will get back to me about my claim. Then they suggested I put in a complaint. So I did - and guess what, I have not got a response to that either. I also tried Facebook, and they just replied saying they have passed my concerns onto the relevant team. As if I have not been doing that for 2 months. I now realise that I need to face up to the realities that (a) I cannot rely on their flights arriving on time anymore and (b) when that happens, they do not care and have no interest in retaining me as a customer. Still, at least I know this for when I next book flights to the far east!