✅ Verified Review
| Customer service fail. My wife and I had a booking for March 2018 to fly Canberra Australia to Wellington New Zealand, one way. This relates to customer service pre-flight, not comfort or service on a flight. Booking was no problem and great price. Our dates were not flexible due to other commitments. We received notification that our flight was cancelled (by the airline) and we had the option to accept an alternative (suggested flights nominated) or decline. Choosing decline gave a direction to call their help line. Called the number and despite stating our case several times that as there was no suitable alternative we would request refund we kept being offered alternative dates. Finally our request was understood (we were dealing with a human) and we were told that the operator did not have authority to action that request and our request would be forwarded to another area who would get back to us "soon". When asked for a timeframe we couldn't be given one. Now, I would expect that as this was the airline making the change, and, knowing that choosing decline would generate calls to the help line, a professional outfit would have provided that option for operators to action. But, no. It took a follow up email and then a second phone call to finally be advised that our request to cancel was actioned. When asked when we could expect a refund in our account we are told up to four weeks!! And, no advice of the amount to be actually refund, we have to wait for it to turn up before we can be sure full refund. Not good enough, and not what I would have expected from a full service airline that apparently prides itself on customer service. Thumbs down to Singapore Airlines.