Singapore Airlines
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UNRELIABLE AND REALLY RUDE CALL CENTRE STAFF
Having booked Premium Economy flights to and from Australia we were horrified when returning to find that our booked and confirmed seats had been cancelled. This resulted in having to alter all prearranged plans to return home. We only discovered this having had an accident where I broke my leg and rang their office to discuss the seating arrangements. Afraid my damaged leg (closest to the aisle) might get hit by passing food carts, we asked if it would be possible to swap sides of the aircraft or even consider an upgrade. The assistants attitude was curt and abrupt and after a few moments of offering similar unsuitable seating, we decided to keep our preassigned seats. That evening we tried again with the view of hoping for a possible and sympathetic upgrade, only to be told we had cancelled our booking and had lost our seats and the flight was now completely full. Argue as we might that we did not cancel our seats, the assistant became outrageously rude, so we demanded to speak to her supervisor. At first the supervisors attitude was similar to that of the first assistant and wouldn't let us explain that it wasn't us that had cancelled our seating, but possibly the chap who had tried to move our seats that morning. After many minutes of researching, she came back with a different attitude (presumably having discovered we were right) and re-booked us on an earlier and more inconvenient flight. No apology was offered at any time! We have since lodged complaints with their head office who have tried to defend the actions of their call centre staff and distorted the facts in their favour. Putting this inaccurate account of things straight, the company has chosen not to reply which reflects their in excusable customer service attitude. THIS IS NOT THE CASE REGARDING CABIN CREWS, who genuinely bent over backwards to help hence the only star they deserve.