Singapore Airlines
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They Don't even deserve 1 Star
I have a business class redemption booking I needed to change the date on. I checked availability online, plenty of seats for a booking a year in advance. The SQ system online would not allow me to change them myself so now the saga begins. After not being able to get through on the phone I emailed them by the time they responded ( 7 weeks later ) of course the seats I wanted were no longer available. So after calling the call centre for 3 days straight and being on hold for a long time, could not get onto anyone from the redemption team. Then finally someone called me back. I could see available redemption seats for other dates online ( thankfully I am flexible ) however the agent could not see the seats and told me that there is availability if you are booking a brand new redemption seat but not for re-bookings? WHAT? How does that even make any sense. So if I am booking a new booking there is seats but because I am changing dates I cant get the seat? Ok so then I cancelled by original booking and said refund my points and ill go ahead and do it myself online with a fresh booking. Thats a AUD189 cancellation fee ( they would not waive it even though I was rebooking instantly and the issues with this ALL lie on their end ) and a loss of expired points. I got the feeling the outsourced call centre agents have no power to make any decisions and there was no-one to escalate to. At least thats what they told me. Fine go ahead. After all that I first have to transfer more points to get the right number. I go online to make the booking, the outbound flight shows available I go through to the payment screen and the booking comes up as waitlisted?????? Like WHAT? Honestly I am so utterly exhausted at this stage ( probably what they want ) that now I am waitlisted for this redemption seat a year out even though it comes up as available. This will be the LAST time i fly with SQ. Their lack of customer service and plain commonsense blows my mind. This is what happens when companies try to cut costs and outsource their customer service. It just DOES NOT WORK. I am still in utter disbelief about this whole process. SQ used to be worth the premium, however service starts when you book and they have lost me with their outsourced customer support which is just atrocious.