Louise T

Oct 31, 2022

Post-covid customer service takes a sharp dive

Called to make a change to my booking from the 17th to the 19th on 4 occasions and my issue is not resolved. Fist call: The customer service said she had to split my booking from the rest of the family in order for me to make the change. When I hung up the phone the online system did not allow changes and she had booked me in on any flight on the 19th without consulting me for the time or confirming she was able to make a booking for me for that day. She emailed me my new flight itinerary and I had been booked on two flights home on 17th and 19th. 2nd call: called customer service again, and they said they could not change my flight time on the 19th without incurring a fee for changing the booking. I settled with 19th flight time they had chosen. I then logged in a few weeks later to book seats and meals online and noticed my flight on the 19th had been dropped and reverted back to the 17th and it now costs over $1000 to book flight on the 19th. Third call: I called Customer service again and they informed me i needed to pay before a certain time. I informed the customer service the first and second people i had called did not tell me about this process of needing to pay an amount for the flight or notifiy me of an amount i needed to pay and i assumed that was because of the complementary rebooking policy. Neither was it in the body of the email when they resent the itinerary ir the attachment of a cost. Additionally, the intinerary stated the flight was "confirmed" for 17th AND 19th. I assumed that was an error on Singapore airlines that they hadnt canceled my old flight or were in the process of correcting my booking. Fourth phone call: customer service was resistant to resolve my issue with my free change of booking or to make amends for the prior poor customer service communication. I said I would be happy to pay the 500$ had someone told me that was what i needed to do but no one did. They would not accept that or make ammends for their poor communication and only the over$1000 payment for changing the booking. Also what about the complementary re-booking policy? This is a money grabbing as it's not actually a complementary rebooking. I have asked to speak with a manager. She was not happy about me asking to speak to a manager, and said i should be available for 38 hours, while previously she had booked in a time to call me back. UPDATE: I never received a call back from a manager. Not flying the Singapore Airlines again.