...No response received to-date regarding the complaint below from the Singapore Airlines' management; the same disrespect and total disregard as I was treated by their staff at the airport...
Sent: Friday, 1 July 2011 5:31 PM
To: '[email protected]'
Cc: '[email protected]'; '[email protected]'; '[email protected]'; '[email protected]'; '[email protected]'; '[email protected]'
Subject: RE: Electronic Ticket Receipt - Complaint
Importance: High
Dear Sir / Madam
Would you please be kind enough to send me a confirmation receipt of my email, which I sent to you earlier today, and is appended below.
The travel agent has advised that they are holding the ticket open, until a response is received from yourselves, which is expected as a matter of urgency.
Could you please advise me on how to reserve my rights on the ticket, until this matter can be resolved, and I receive the requested refund?
Thanks once again and kind regards
Sent: Friday, 1 July 2011 12:51 PM
To: [email protected]
Subject: Electronic Ticket Receipt - Complaint
Importance: High
Dear Sir / Madam
I was supposed to be travelling this morning on Flight number SQ 224 from Perth, Australia, on a long journey that would have included 12 hours transit in Singapore airport, then a stopover in Dubai (not sure for how long) before landing in Cairo International Airport.
I paid $2,398 AUD for this ticket, which I booked through Wanneroo Flight Centre.
I was excited about the trip and to meet my family and friends in Egypt.
My luggage was full of the customary presents for my family, which I have been collecting for them for some time, as I haven’t seen them for 3 years.
I had almost no personal items of my own in my luggage, as I planned to buy whatever I need from Cairo to allow for my family’s presents.
When I realised that I have excess luggage, I asked whether I can upgrade my ticket to business class to make use of both the extra comfort and the increased allowance for luggage. Unfortunately, I was told that I cannot upgrade at the airport.
I understand the ticket allowable weight restriction, and I had to repack to reduce the weight of my luggage. The young gentleman who was assisting us at the check-in desk was exceptionally helpful. When the weight of my 1-piece luggage was 1.5 Kg above the maximum allowable weight, this young gentleman went to consult with the Singapore Airlines Manager/Supervisor on site to conclude my check-in.
Unfortunately, the Supervisor of Singapore Airlines (he gave his name as Thanh) at Perth International Airport approached me is a very close proximity invading my space, with his index finger in my face, telling me in an impolite and unprofessional manner, in front of my 15 years old son and my wife, that I still have to reduce the weight of my luggage; which I did at the check-in counter, as the young gentleman assisting me was kind enough to suggest that my suitcase may remain on the scales, whilst I removed a few items. Then check-in was completed, baggage was tagged and I was given back my passport and 2 boarding passes (from Perth to Singapore and from Singapore to Cairo).
I left the counter and walked down to the sitting area, near the escalators, to wait whilst my wife and son took the unpacked items that I couldn’t take with me to the car.
Whilst sitting waiting for my family to return from the car park, I couldn’t bear the thought of the ill treatment I received in front of my son, and I realised how rude this person had been. I felt extremely upset and somewhat ill, and I didn’t feel well to travel.
Therefore, when my family returned from the car park, I went back to the check-in desk to inquire and make a request subject to clarification with regards to refund process of my ticket, should I cancel.
The lady who help me told me that she was unable to give me an answer from the computer system with regards to ticket cancellation and refund.
Accordingly, I told the lady: In this case, if you cannot confirm whether my ticket can be refunded or not, then I will have to travel, and not cancel. This all happened within a few seconds.
The check-in lady then referred me to the same Supervisor, whom I didn’t really want to deal with again.
To my surprise, my luggage suddenly appeared, and the Supervisor ripped off the Singapore Airlines baggage tag from my one-piece luggage, told me that my booking had been cancelled, and the flight was closed.
I couldn’t believe what this person said, and communicated to him that he is becoming prejudiced, because he planned the outcome of this situation.
I was never given the chance to consider any options. I did not receive any paperwork in relation to the cancellation of my ticket, and I was still being treated in a short and abrupt manner.
When I asked the Supervisor who is the Singapore Airlines person in Authority at the airport that I could speak to, he said that it is only him. Upon telling me that he is the Singapore Airlines authority at the Perth International Airport, he actually just turned around and walked away. He made absolutely no effort to help, advise, contain the situation or assist. On the contrary, he inflamed and created this unfortunate situation due to his abrupt handling of the matter from start to finish.
I have now been advised, by the travel agent, that there is actually a Singapore Airlines office at the Perth International Airport that I could have been referred to. I was already at the airport, and he never mentioned this; if he had advised me of this then I would have waited at the airport for the offices to open to discuss the matter.
The trigger of this unfortunate incident is the ill treatment and disrespect that I received from this Supervisor at Perth International Airport, Thanh. The rude behaviour and aggressive body language of this person caused me great anxiety and resulted in me not being able to travel. Should this person have been capable enough to deal with this matter professionally, and with due respect, there would not have been an issue today.
When I returned home I contacted your offices and was helped by a very professional member of your staff (Amila) who asked me to write to you, in order for this matter to be investigated and resolved.
As a result of the above unfortunate experience, I would like to please request a full refund of my ticket.
I appreciate if you could please treat my request as a matter of urgency.
Thank-you for your time, and I look forward to hearing from you soon.
Kind regards