Bakz

Feb 5, 2022

We booked flights to Thailand for 4th…

We booked flights to Thailand for 4th February 2022 for our 5th Year wedding anniversary. We checked all the Covid and travel requirements Turned up to Heathrow Airport 3hours before departure time with all the required documents - only to find out on the 1st of February the Thailand Government reintroduced their Thai Pass scheme (which was previously suspended) the Thai pass needs at least 5 days to process and they advise 7 days before you can follow it up. Therefore if we applied for the Thai pass we would not have it in time. We explained our situation at the check in desk and even showed our attendant the UK government website which states the Thai pass is not required. Our Singapore check in attendant went and showed his manager. I also explained to the manager that we have all the required documents other than the Thai pass as it was impossible to attain the Thai pass in the timeframe we had. The manager then just shrugged his shoulder and said tough luck I’m not going to let you board the flight without it. At which point I said “I understand and I really need a help to find a solution because I’m not sure what I can do.” He replied to me saying “it’s not my problem - you have to leave”. The manager was completely rude and showed no empathy towards our situation. We pleaded at the ticket desk for some help but none was available. The staff at Thai Airways showed more empathy and care to answer our questions and explain the process. We literally had to turn back with all of our baggage and get a cab home. I will never book another flight with Singapore Airlines again and will definitely be sharing more segments of my ordeal online. They clearly do not care about their customers and have horrible Customer service