Jacqui

Jul 11, 2023

Unacceptable refund delay. The airline industry needs a consumer regulator with teeth.

We booked premium economy return flights to Australia from Heathrow. We had to pay in full at the time of booking- which was months before departing. The day before leaving we were advised that we had been downgraded in the leg from Singapore to Brisbane- because the aircraft didn't have a premium economy cabin. They could have chosen instead to upgrade us given that it was their fault, but they chose instead to diminish the experience and downgrade us... Despite having paid an increased fare. We have now had to wait 3 months for the differential repayment from Singapore Airlines. In reality, they have had this overpayment for the better part of a year and sold a ticket which they had no intention of fulfilling. They never fly Singapore to Brisbane with premium economy- so why are they charging the inflated fare? When will the airline industry be subjected to genuine regulation with teeth? Until they are, they will continue to treat consumers with contempt. The mismatch between consumers being forced to pay in full months before the service is delivered, compares badly with a 3 month delay in the refund for an unjustifiable and unacceptable overcharging. We don't pay for a meal in advance of dining in a restaurant... And there is little or no support for consumers when things go wrong. Sadly, our experience with international airlines is that they're all as dismissive of accountability as each other. Unless you are flying business or first you don't count. Shameful.