Singapore Airlines
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Disappointed
Poor website, customer services and communication. I recently travelled to Singapore and wanted to take my powerbank with me. The website told me that I would need permission from the airline to take my 140Wh powerbank. It didn’t make it clear how to get the permission, so I took it with me, declared it at check-in, and was told I could take it but couldn’t bring it back without permission which could be obtained via email. Once in Singapore I tried to get this permission, which proved impossible. Singapore Airlines don’t have an email contact address, and require a form to be filled in. On trying to send the form, I was presented with an error message. I tried over several days to send it with the same error message, and eventually got access to a laptop and was able to send it successfully. I had a response which didn’t answer the question at all and over several more days, I had more responses from different people which were all unhelpful. I was away for 19 nights in total, and it took most of this time to get an actual specific answer from the airline. In the end they said they required a certificate of evidence stating that the powerbank meets a particular UN standard (38.3), which I didn’t have time to get given the delays in communication. They would not accept a link to product description on the sales website which stated that the powerbank met the UN standard and needed the actual certificate. This simple requirement had not been displayed on the SA website, despite hours of searching before departure and during my holiday. In the end I had to leave the powerbank behind in Singapore. Customer services were equally unhelpful when I later asked Singapore Airlines to refund me the £22 for the item, again not answering my questions correctly. Everything about the experience was disappointing, and I have been left out of pocket and disappointed. I am genuinely surprised this airline is well regarded in the industry and will look elsewhere for future flights. It’s a pity that the people in offices are letting down the reputation of the company in a huge way, as the people in the air do a great job!