Singapore Airlines

✅ Trip Verified | We were booked in on seat numbers 62j to 62k as a family of four. At the time of the meals, when requested for a chicken meal we were only offered an option of fish or vegetarian. As there was no chicken available, my kids were given a fish meal that they could not eat. I refused a meal, as I was unable to get a chicken meal. What I was given to understand by the head stewardess that there were not enough meals on the flight. What baffles me is how can the earlier economy seats in the plain get what they want, and we as a family in the latter half were not even given one chicken meal. No where on check-in were we given an option to choose our meals too. Even the head stewardess was of the opinion there was an issue with the allocation of meals.

✅ Trip Verified | They never placed my 2 bags on my flights from Rome to Singapore and onto Penang. I have airtags and the app shows exactly where they are and Singapore Airlines refuses to use this information and continues to tell me that they cannot find my luggage. I am stranded in Penang with only the clothes on my back. They have completely destroyed this travel experience. I attach a pic of where my bags currently are at Rome airport!

✅ Trip Verified | Seats that we paid for and confirmed very much earlier had been unfairly re-assigned later on to another person who was their preferred customer without first obtaining our consent or approval; SIA customer service initially informed us the seat was re=assigned due to flight schedule change but it turned out to be false. When they realized, they were wrong, they subsequently changed their position to cancellation and re-booking of our flight by their customer service agents. We did not cancel the flight but it was an error committed by their customer agent. . When the customer service agent re-booked our flight they ensured us that our original seats selection would be the same. We periodically checked with the customer service agents to ensure that our original seats selection were intact. They confirmed and re-confirmed that our original paid seats were unchanged. We also went on to their on-line booking website to confirm that our original seat selections remained intact. On checking in (2 days before flight), we discovered that one of our paid seats was re-assigned to another customer without our prior knowledge and approval. We discovered our seat was re-assigned to a standard seat to the back of the plane. Immediately. we called the customer service agents immediately on the phone to reinstate our paid seats back but they refused to do it. The customer service agents on the phone did not converse well in English and they gave us all the wrong information about the seat change. It was extremely difficult to get through to them on the phone and we had to wait for a long time before we could speak to someone. The duty manager at airport informed us our paid seat had been changed last minute due to a preferred customer had kicked us out due to his importance. It was unprofessional and unethical for them to do that. We had to fight and argue fervently all the way through at each encounter. Even at the gate, we had to fight and argue to get our seat back after seeking approval from the preferred customer. Escalated the complaints to the senior management (CEO) several times who did not even respond to our complaints.. Actual costs incurred to resolve the airline mistakes amounted to SGD429.65 and they only agreed to issue a voucher of SGD75 which is inadequate to compensate for the actual costs incurred. Moreover, it does not include the additional inherent cost of lost vacation time and stress/frustrations to deal with their mistakes that they had created for us unnecessarily. Customer service investigation focused mainly on the outcome but do not provide fair customer resolution to their mistakes they had committed. The last response received from the customer service agent was that they are happy with the investigation and no further communication and action would be taken i.e. refused to address their mistakes committed and refused to compensate the costs that we had incurred.

✅ Trip Verified | I am submitting this review about a terrible experience with Singapore Airlines wherein my family were subject to a 5-hour delay which then caused them to miss their connecting flight and extend the delay to 30+ hours. The delay according to Singapore Airlines was caused by traffic control between Guangzhou and Singapore and the plane had to be diverted to Kuala Lumpur to refuel for more than 2 hours on the tarmac. We missed the connecting flight SQ38 on August 9th to LAX as a result. We were placed in a hotel by SQ adjacent to the airport for a sudden 24hour plus layover near midnight with a "food coupon" that we had to fight for as we were starving due to the long delay and no food service on the plane. After arriving at the hotel we found out that those food vouchers were not even valid according to the hotel, Capri by Fraser, and no food service was available. Capri by Fraser's on duty manager in Singapore apparently said they don't take "food coupons" from Singapore Airlines for emergency layover guests and that this was a miscommunication with SQ. At near midnight where nearly all restaurants were closed and Capri is far from the city center, how were we expected to get a meal after being misled by Singapore Airline staff at the airport about the availability of food and their miscommunication? What if we were first time guests in Singapore with no knowledge of the local language and not able to navigate the situation? This is a complete failure from a management perspective as logically delayed passengers who miss a connecting flights after a certain time should at least be informed properly if not put in a hotel with 24 room service/dining options in or nearby and given the courtesy of not having to worry about starving on top of rearranging travel plans etc. For an airline with a world class reputation where one pays a premium for the service this just is not acceptable. I submitted a complaint to Singapore Airlines but their complains team threw a response back at me: “as much as we acknowledge the inconvenience you went through as a result of the delay, as an industry practice, and in line with our Conditions of Contract and Carriage, we would like to share that airlines generally do not compensate for consequential losses or inconvenience arising from flight delays.” However, I know international passenger rights stemming from Article 19 of the Montreal Convention. When I brought this up to an SQ customer service supervisor after spending hours on call trying to reach someone who I could speak to about this, I was shocked and concerned to find out that not even supervisor level reps knew about one of the most important international passenger rights conventions. SQ repeatedly mislead and misrepresent int'l passenger rights trying to brush me off. Currently they have ceased responding to my emails and appears to think that ignoring the issue will fix it. I don't know what more I can do at this point but I hope this review will serve to shed light on the holes in SQ's 5 star service and World's Best Airline reputation. I hope no one has to experience what we experienced during that disastrous layover in Singapore.

✅ Trip Verified | It was a good flight. I would have given a full 10 on 10 review but because of the seats I ain't that satisfied. Business class seats should have been more comfortable when travelling long haul flights.

✅ Trip Verified | Having flown with a few middle east carriers throughout this route, definitely I was putting a high expectations from this SQ flight. Got the best price compare with another middle eastern carriers with extra 300 AED for extra 5kgs checked in luggage. The check in process was smooth and I was lucky enough to get upgraded to premium eco seat from SIN to CGK. The DXB to SIN flight was really bumpy, but the crew was really courteous and helpful throughout the flight. The food was definitely better than the middle eastern carriers and also free wifi was a nice touch comparing to any other airlines. The service was feel more special on SIN to CGK sector though it was a very short flight. Definitely will choose this again (if the price is right, compare to middle eastern carriers). Good job SQ.

✅ Trip Verified | There was nothing special at Frankfurt airport pre-departure. It was good when we got onboard. The seat on SQ 777-300ER is similar to that on the A350-900ULR, meaning it is spacious and comfortable. Catering from Frankfurt was excellent, and I liked all the dishes served, especially the satay (I heard the satay was brought from Singapore, but I was not sure). Cabin crew were very nice and helpful, as expected from SQ.

✅ Trip Verified | The airline's check-in staff charged me an extra $200 for a 10kg backpack, just slightly over the 7kg carry-on limit. This experience was incredibly frustrating and inflexible.

✅ Trip Verified | Although the aircraft is good with flat beds and the crew is good, the onboard selection of entertainment does not compare to other airlines. The meals are low quality for Business class. Also I find the seats not as comfortable as others.

✅ Trip Verified | I have never come across a company that would ask a customer to pay a penalty fee for switching from a cheaper to a more expensive service. I bought a one way Economy class ticket from the US to Singapore at first, planning to take another airline for the other leg of the trip. Being a loyal customer of Singapore Airlines, I decided to be more generous and pay a lot more to buy a 2-way Business class trip in place for the original one-way Economy class ticket. I cancelled the one-way Economy class ticket after buying the 2-way Business class ticket and found that Singapore Airlines charged me a cancellation fee of US$200. I called Singapore Airlines and wrote to ask for the US$200 cancellation fee to be waived and refunded. The experience was a nightmare and the response was shocking to a long time customer. It took a long time to get through the hotline. My request for refund was rejected with no good reason provided.