Singapore Airlines
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Bad customer service experience
We booked a ticket with more than a 10-hours layover in Singapore. We emailed customer service with our booking reference to ask if we could extend our layover to visit the city. After a few days, customer service replied, asking for photos of our passports and confirmation of the passenger names. We sent our documents in an email, and the next day, we received a response from Singapore Airlines stating that our tickets cannot be changed and are non-refundable. I would have understood if Singapore Airlines had informed us that the layover extension was not possible in their first reply. However, after requesting all our information and passports, we expected that the extension would be granted. Instead, we received a refusal, which felt like a slap in the face. We are not happy with the customer service and do not think we will fly with Singapore Airlines again.