Silmy

Apr 21, 2025

(NOT) The best airline

I feel compelled to share our recent experience with Singapore Airlines, especially in light of their recent nomination as the best airline. While I understand the pride that comes with such recognition, our family's journey was unfortunately far from the exceptional service one would expect from a top-rated airline. As a family of four, we were excited about our trip, but our experience quickly turned into a series of challenges that left us feeling frustrated and anxious. To begin with, we had booked our flights with a comfortable one hour and thirty minutes transit time, which we thought was just right. However, a few months prior to our departure, we were informed that the schedule had changed, reducing our transit time to a mere fifty-five minutes. This alteration alone raised our concerns, but we remained hopeful that everything would work out smoothly. Our return journey to London was where the real nightmare began. Our first flight was delayed by thirty minutes, which understandably caused us to worry about making our connecting flight. We approached the ground staff for reassurance, and they assured us that we would still have enough time to catch our next flight. However, just as we were about to land, we received an email that shattered any hope we had of a seamless transition. We were informed that our flights had been changed, and we were now booked on a different airline that wouldn’t depart until almost twenty-four hours later. This situation was incredibly frustrating for us. As working parents, we have commitments that require us to be on time, and our children have school obligations that we simply cannot ignore. The added stress of having perishable food items that we had packed for our journey only compounded our worries. We were left feeling helpless, with no clear solutions in sight. It’s disheartening to see a brand that prides itself on excellence fall short in such a significant way. While I understand that delays and changes can happen, the lack of communication and support during this ordeal was disappointing. We had hoped for a level of service that would reflect the accolades Singapore Airlines has received, but instead, we were met with a series of obstacles that made our travel experience anything but enjoyable. I share this review not to diminish the achievements of Singapore Airlines, but to highlight the importance of consistent service and communication, especially when it comes to family travel. We all want to believe that we are in good hands when we fly, and it’s crucial for airlines to ensure that their customers feel valued and supported, particularly during challenging situations. I sincerely hope that our experience serves as a reminder for the airline to improve their processes and communication, so that future travellers can enjoy the seamless journey they promise.