Singapore Airlines may have some of the best in-flight services and amenities but its customer service center and hotline is atrocious. I had booked my flight via one of their Star Alliance partner airline (Egypt Air) and was told by Singapore Airlines subsequently that the booking class in Egypt Air is ineligible for miles claims. After a few rounds of back and forth, Singapore Airlines said that they would process my miles claims if Egypt Air provided proof that it is eligible under Egypt Air's system. I obtained the necessary documents from Egypt Air and Singapore Airlines acknowledged this proof in July 2023 and agreed to reimburse my miles claims within 6-8 weeks. 4 months passed and my miles were still not credited and I reached out to Singapore Airlines again, and they told me that my Egypt Air booking class is not eligible for miles claims. It is as though all my efforts between May to July 2023 went down the drain. When I resurfaced Singapore Airlines previous emails promising that they would process those claims, they not only did not acknowledge it but merely pasted template answers each time they replied me. I tried to call their hotline but was put on hold for over an hour. I requested callbacks and was given specific timeslots for the callbacks but when the time came. My phone did not ring. When I emailed them to say that I did not receive any callbacks, Singapore Airlines merely said they tried but could not get through. If the agents truly tried, why didnt they immediately send an email to inform me of their effort? Instead, I have to initiate all the conversations. Once again, this is such a horrible experience that as a Singaporean that used to fly Singapore Airlines and/or Star Alliance whenever I travel, I would stop doing so. There is no benefit from being loyal to one airline and/or alliance these days when they treat their customers so atrociously. This is such a huge disappointment.
