Great way to fly, terrible way to land - if your baggage was damaged. Yes, the in-flight service is impeccable, but the customer service is almost non-existent! My aunt's baggage was damaged and she filed a claim on the spot. The staff even took pictures of it and reassured us that the claim will be processed and we will receive an email from them. We called the number on the claim slip, but it was SATS (the baggage handling company) and they said they can't do anything until they receive a claim from the airlines. 15 days later, not only has the claim not been processed (no emails from them), but I have been asked by Singapore airlines to verify her flight information again, resend images (that was initially taken by them) and I still do not know the fate of her damaged baggage. There is no human behind the customer service number, emails are only answered in 15 working days, and when I call them on the helpline, it's at odd hours - usually in the evenings in my local time - STILL NO EMAIL REPLY. This is supposedly a global brand, 5-star airlines (only when in the air, I suppose), and a Singapore brand. As a Singaporean, I am so embarrassed by our national carrier and the way they treat non-PPS members (the common folk). Only PPS members (i.e. people who buy their business- and first-class tickets directly from the airlines) can request for a call back from the customer support people.
UPDATE: They recently changed their customer support platform from an email address to a webform and they have requested me to resubmit everything. I cannot even....
