I purchased seven flights with Singapore Airlines, with some flights transferred to code share with other airlines by SA. Within these bookings I was unable to board one of the flights due to the booking not being recognised, though I had ticket confirmation from SA.
The flight was departing NZ Christchurch airport on the 6th March 2018, with SA using a code share with Air New Zealand. After a long protracted time period of not being able to book-in, it became apparent my booking reservation was no longer within the ANZ system. SA had cancelled it with ANZ on the 1st March. There was no communication confirming why they cancelled, or alternative flight arrangement being made.
It was left to myself to find a new flight, where I booked two seats on a similar flight the following day, directly through Air New Zealand. The lack of support by SA was appalling customer service, when my booking was through their airline. I spent seven hours on the phone to SA on the 6th March with no resolution or support.
To-date I’m trying to resolve the episode of not receiving a flight I paid for but did not receive, with a current ineptitude attitude within SA.
Then on the 6th December I receive a very discourteous email from SA just stating “Hope you are well, I am contacting you again in response to your last reply. As we have given the matter our full attention, we feel that there is nothing further to add to what has already been shared with you. Therefore, we will not be corresponding any further on this matter.” With no back up to their internal review, as requested, providing evidence SA had taken appropriate action and implement due diligence to ensure I received the service I had paid for. I take this as disrespectful and incongruous when trying to respectfully resolve a totally unacceptable experience of booking flights with S A.
I sincerely awaited a response that re-addressed my customer expectations of an airline that claims to give unrivalled customer service. With a clear mission statement “Singapore Airlines is a global company dedicated to providing air transportation services of the highest quality and to maximising returns for the benefit of its shareholders and employees”. Plus vision statements; quality services to customers clearly stated and the company’s fundamental objective and aspiration which project world-class customer service as a commitment. With my experience on this occasion, S A have not just delivered an abominable service but to compound it with denial and unsympathetic after customer service recognition, absolutely astounds me.
Is my experience indicative of a new budget airline approach to customer service by SA? I’m sharing this experience, enabling people to be conscious of the possible service you will now receive from SA. Premium price structure with budget approach to consumers.