Singapore Airlines

Tell us why here

Complaint: [redacted] I am rejecting this response because: This response does not solve my problemI had to change my flight, I was charged $fee for changing my flight and found out that my traveling time is hours instead of hoursI was not aware of this until I received an emailI called back to get a different flight and was told I will be charged again and when asked to speak to a manager, I was put on a minute hold and then disconnected by the agentVery rude customer serviceI will never fly with singapore airlines again until this is resolved.Sincerely, [redacted] Bui

Initial Business Response / [redacted] (4000, 8, 2015/07/26) */ Dear ***, Thank you for bearing with us while we were investigating your case While we do try our best to accord special handling for fragile items, damage of fragile item is excluded under all airlines' General Conditions of Carriage Passengers [redacted] advised of this in their airline ticket and further highlighted in the Limited Release Tag signed by the passengerPassengers [redacted] with fragile items have the opportunity, if they so wish, to purchase their own private insurance to indemnify themselves against loss or damage of these items Therefore we are unable to entertain your case at this moment Thank you for giving us this opportunity to communicate with youIf you need any letters or report from Singapore Airlines in regards to making claims to your travel insurance, please let us knowOnce again, on behalf of Singapore Airlines, we sincerely apologize for the inconvenience and disappointment caused by this unfortunate incidentWe hope that we will have the opportunity to serve you better in the future SIA Baggage Service @SFO Final Consumer Response / [redacted] (3000, 6, 2015/07/14) */ Since this was filed, I did receive an email from Singapore Airlines concerning my claimThey also asked for pictures and I sent them I have not heard from them sinceI am hopeful for a resolutionThat you for your return emailIf they do not follow through, I will contact you againThank you

Complaint: ***
Hello ***,
I am rejecting this response because: First off you are wrong that I am missing a camera and I am claiming for Sales tax of *** shoppingGet your facts checkedI am missing a selfie stick and stuff from *** that I had bought for my wife for our honeymoon present and much more
I am attaching the form I had filled and sent for my items that went missingMy 1st complaint was on July 21st next of end of my tripI had raised the complaint through your website portal with no response and confirmationI then raised another complain through the same portal sometime in end of September or starting of October for which I got a reply almost weeks later and from then I have been trying to explain what all has been going on
Now first off all; you guys should not even have misplaced my luggage to begin with, you lost the luggage due to which I ran into 100's of issues like loosing my stuff, cancelling my plans for that days in ***i and buying things last minute in ***i which I was not prepared forAfter going through all this crap you come and tell me that I did not raise a complaint in days of timeYou guys do not accept complaints over the phone and I clearly remember the agent declining me and asking me to register a complaint on the website
Also, I was told a investigation was done and there is nothing that was found missing in your report, If that is true I would like the copy of investigation report from the first day till the last day when I got an E-mail From I *** to know what really was investigated and what were the findings of the investigation
Being that said, I would like you to reconsider what is your response is and kindly look into the matter and make a fair and ***ance judgementI appreciate a quick and satisfactory response as this is going on for too longThanks!
-***
Sincerely,*** ***

We have provided MrBui with an explanation via email on March, Please see below for details
March 2018***Dear MrBuiThis is a follto your recent concern regarding your carbaggageWe appreciate your patience.Firstly, we regret to learn of your
cheexperience on flight SQ178/February from Singapore to Vietnam.May we share with you our cabin baggage policy:Premium Economy Class/ Economy Class: Piece, kg per piece.Sum of length, width and height of each piece not to exceed 115cm** subject to baggage being able to be stowed securelyMrBui, we seek your understanding that our ground staff are expected to strictly adhere to the above guidelinesWe carry out checks on our flights at cheand prior to boarding .This is enforced for the safety of our passengers and cabin crewThis will minimize the likelihood of injuries, which could be caused by luggage falling from the overhead compartments due to excess stowage. May we also explain If your cabin baggage exceeds these limits, it will be collected and stored in the aircraft cargo compartmentYou may also have to pay for additional baggage charges if the combined weight or pieces of baggage exceeds your free allowance On this occasion, staff noticed Cabin Baggage being quite bulky and intercepted quite a couple of passengers and yourself MrBui, and asked if they would like to check in their additional baggageFor hand carbaggage dimensions should be 40x30x10cm each, and if it exceeds the total dimension of 80cm it will be counted as part of your standard cabin baggage allowance and you will then be required to check in either your cabin bag or the additional item. Your observation on the inconsistency on the enforcement of the cabin baggage policy has been shared with our Station Manager at the Changi Airport for his attention All staff were also reminded on the importance of maintaining a gracious disposition at all times, and to handle these situations with professionalism and tact We sincerely apologize for any impression that you may have gained and had felt this way.Thank you for your understanding and feedback Once again, we apologize for the disappointment experienced on this occasion, MrBuiYour patronage is important to us We appreciate and look forward to your continued support of Singapore Airlines

Dear ***
Thank you very much for allowing us the time to gather information from our office in ***, ***, regarding the feedback from *** ***Please allow me to share the findings with you
Our office in *** had communicated with *** *** via email and declined his claim because of following reasons:
a) Passenger did not inform us within days of any irregularities about his baggage when it was receivedThis information is available under General Conditions of Carriage as well as on the passenger's ticket receiptIt was reported almost three months later
b) The missing item (camera) that passenger mentioned was not included in the claim form
c) Passenger claiming sales tax for shopping at ***
d) We were able to deliver all bags to the passenger at his hotelOne bag on the same day of arrival and two on the following day
Our airport staff had requested passenger to submit receipts of his purchases in ***i due to the delay of his luggage but did not receive any claims for these itemsI am attaching the email sent to *** *** for your information
Your sincerely,
*** ***
Senior Passenger Services Officer
Singapore Airlines
Email sent to *** *** by our office in ***i:
Dear ** ***,We refer to your email of December 2017.Airlines generally do not compensate for missing items, as stipulated under our “General Conditions of Carriage”Passengers are also advised of this via the passenger ticket/ e-ticket receiptWe also note that you did not lodge any further irregularity report within days of your acceptance of your baggageIn view of the above, we respectfully decline your claim.From our earlier correspondences, we understand that you purchased essential items in ***i during the delay of your baggage, please complete the baggage claim form with the details of these itemsPlease also provide the receipts of these purchases for our reviewThank you
Warmest Regards,
___________________________________________________________________________
* *** *** ð Customer Service Officer ð Singapore Airlines ðð *** *** *** *** ***
This email and its contents and/or attachments are classified as RESTRICTED unless otherwise stated

Tell us why here...

Initial Business Response /* (4000, 8, 2015/07/26) */
Dear [redacted],
Thank you for bearing with us while we were investigating your case.
While we do try our best to accord special handling for fragile items, damage of fragile item is excluded under all airlines' General Conditions of Carriage....

Passengers [redacted] advised of this in their airline ticket and further highlighted in the Limited Release Tag signed by the passenger. Passengers [redacted] with fragile items have the opportunity, if they so wish, to purchase their own private insurance to indemnify themselves against loss or damage of these items.
Therefore we are unable to entertain your case at this moment.
Thank you for giving us this opportunity to communicate with you. If you need any letters or report from Singapore Airlines in regards to making claims to your travel insurance, please let us know. Once again, on behalf of Singapore Airlines, we sincerely apologize for the inconvenience and disappointment caused by this unfortunate incident. We hope that we will have the opportunity to serve you better in the future.
SIA Baggage Service @SFO
Final Consumer Response /* (3000, 6, 2015/07/14) */
Since this was filed, I did receive an email from Singapore Airlines concerning my claim. They also asked for pictures and I sent them 19. I have not heard from them since. I am hopeful for a resolution. That you for your return email. If they do not follow through, I will contact you again. Thank you.

We have forwarded passenger's feedback to [redacted] for their follow-up  because it is baggage related matter.
Best regards,
[redacted]
Senior Passenger Services Officer
Singapore Airlines

Complaint: [redacted]I am rejecting this response because: there is no update or information about what is being done or further steps. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: My carry on bag is within the size limit and also well under the weight limit. The representative also called me crazy because I know the policy.Sincerely,[redacted] Bui

Complaint: [redacted]I am rejecting this response because: This response does not solve my problem. I had to change my flight, I was charged $250 fee for changing my flight and found out that my traveling time is 36 hours instead of 27 hours. I was not aware of this until I received an email. I called back to get a different flight and was told I will be charged again and when asked to speak to a manager, I was put on a 20 minute hold and then disconnected by the agent. Very rude customer service. I will never fly with singapore airlines again until this is resolved.Sincerely,[redacted] Bui