Singapore Airlines
View company profile →
12 Hours, 4 Agents, and Still No Cancellation Letter
I spent over 12 hours across four live chat agents (Pearl, Dimitri, RJ, Aya) trying to cancel a Singapore Airlines flight (F9HMGW) due to medical illness. The online portal couldn’t process it due to fare type, and the Kris chatbot only sent me in circles. Despite being told the cancellation could be granted as a one-time courtesy, I could not get a basic letter confirming the cancellation, which my travel insurer requires — regardless of refund status. What no one seemed to understand: I wasn’t chasing a refund. I needed official proof that I had cancelled. Scoot (their budget sister airline) provided this instantly. Why can’t Singapore Airlines? The live agents were helpful and kind — especially Dimitri — but the system is clearly broken. For a premium airline, this was an exhausting and unnecessarily bureaucratic experience.