Late gate change at SIN: not very impressed!

[whughes3]

Yesterday (24/5) I flew SIN-MEL on SQ217 (dep 1045), in paid Business. As expected, it was pretty good overall...EXCEPT FOR...

I got to the airport (T3) at about 0830 an checked in as normal, and received a BP showing the departure gate as A14; the checkin agent pointed this out to me verbally and reminded me that no boarding announcements are made in the lounges (old news of course). I adjourned to the SKL and had a leisurely breakfast, and attended to some e-mails and miscellaneous business. While I was in the lounge, I noticed a few announcements concerning other flights and passengers, but nothing that seemed relevant to me.

I observed that there seemed to be not much in the way of departure information in the lounge; in particular, the screen for T3 was never showing any flights earlier than 1130. As SQ are usually pretty punctual, this did not bother me much at the time.

A little after 1000, I left the lounge and headed for gate A14 (a considerable distance needless to say), expecting boarding to start around 1015. I arrived there to find nothing and nobody at all, except for a screen telling me that SQ217 was departing from gate B9 - a long, long way away!!!

Well, after about 10 mins of very brisk walking and travelating, I did get to gate B9 where boarding appeared to be pretty well complete, boarded and collapsed in my seat getting my breath back (and demolishing a considerable quantity of Taittinger in quick time...). I gave the CSM a piece of my mind; she was most apologetic, and I must say I got really great service for the rest of the flight. (As it happened, they gave a "customer survey" form to fill out, which I did with great delight!)

IMHO this is pretty poor; if gate changes are required this close to flight time, after people have checked in, the airline should at least make an effort to alert people, specially at terminals the size of SIN. In my case, it was a fairly safe bet that I would be in the SKL, so I don't think it is too much to ask that they page me there (specially given the dearth of departure info in the lounge).


　

　

 

[yohy?!]

that's pretty cough, fortunately it's not happened to me yet but as they're no announcements I always have one eye on a PDU at Changi - certainly not a top airport in my book, especially given the zoo-like handling of security and boarding.

 

[LadyC]

I was on that flight too. Luckily i noticed the gate change on one of the screens in the lounge so knew where to go. If we had gone in the wrong direction, I'm not sure we would have made the flight.

 

[seanpodge]

I'm assuming that OP was in the SK lounge, but in the KG lounge, information screens are rather scarce. A few more would be great.

 

[JohnK]

That's happened to me a few times in SIN/HKG. In HKG you can go from 64 to gate 19 and if you're not careful of the change that's a long way away.

 

[whughes3]

I'm assuming that OP was in the SK lounge, but in the KG lounge, information screens are rather scarce. A few more would be great.

No, was the SK lounge...

 

[kamchatsky]

That's happened to me a few times in SIN/HKG. In HKG you can go from 64 to gate 19 and if you're not careful of the change that's a long way away.

In my HX HKG-OKA earlier this year, when I checked in, the gate on the boarding pass was 216. Then when I got at the gate, it was changed to 506.

Now that was a nightmare, as both gates are separate island terminals from main terminal. So I had to go down and catch the automated mover back to gate 36, then a LONG walk/run all the way back to gate 20 (no automated movers going back at departure), then go down to catch a bus to gate 506. When we got there the gate was closing and on final call. I definitely let them know what I thought about the change of gates.

The worst thing is that we were going with our 3 year old boy and 7 month old daughter (on stroller). By the time we got there, we were so exhausted I think I lost a couple of kilos. My kids went to sleep very quickly, especially my son. he walked so much from Gate 36 to Gate 20.

 

[Rareified Air]

Get the changi app on your phone, it can notify you when boarding starts and would have alerted you to a gate change.

 

[Comoman]

The screen in the SK lounge on the way out scrolls in time order - if you'd waited a few seconds it would have refreshed back to before 11h30. From experience they always announce gate changes in the SK lounge. However I always check a screen on my way to the gate - there's plenty in the main departure concourse.

Gate changes are certainly not unique to Singapore - try and fly from DFW for example. Gate can change many times depending on the inbound aircraft.

As for paging personally in the SK lounge - that's a bit DYKWIA isn't it

 

[basso]

Well, after about 10 mins of very brisk walking and travelating, I did get to gate B9 where boarding appeared to be pretty well complete, 　

Sounds like all but one passenger knew about the gate change.

 

[JohnK]

One thing to be wary of is that sometimes the CX HKG-BKK flights don't have a gate assigned until quite close to departure.

And I have also had some interesting transits in HKG where the 2 gates are at opposite ends of the terminal and flight arrives late so have to hurry as the connecting flight haz already a started boarding. :shock: Ah the joys of travel.

 

[whughes3]

The screen in the SK lounge on the way out scrolls in time order - if you'd waited a few seconds it would have refreshed back to before 11h30. From experience they always announce gate changes in the SK lounge. However I always check a screen on my way to the gate - there's plenty in the main departure concourse.

Yes, I imagine it should do this, but on this occasion it certainly was not; I watched it for some time.

Being wise after the event, I should have taken more care; I can only say that a very long time free of such events has lulled me into a false sense of security!

 

[whughes3]

Sounds like all but one passenger knew about the gate change.

Presumably most of them had the correct gate on their BP which would have helped a lot.

 

[dajop]

Presumably most of them had the correct gate on their BP which would have helped a lot.

Probably correct.

I'm actually surprised that no reminders were announced in the lounge, as I've heard many announcements for gate changes in the SKL over the years. Perhaps you left the lounge before they made the announcement (or they simply forgot). Had quite a few on my own flights too, although as I usually only get to the airport ~1 hr before the flight (or later ) my BP always seems to have the correct gate on it, never had a gate change that has meant the wrong gate on my BP. But for those arriving early or connecting then yes these things happen from time to time.

You probably were never in danger of missing the flight as the gate only closes at 10:35, and they don't close it earlier unless everyone is there. If you left the lounge at 10, 35 minutes is plenty of time to go the wrong end of the terminal and back (although with B9, they don't tell you, but it is the second last gate in T3 and it can be quicker to catch the train to T1 and walk back rather than take the 5 or 6 travellators to get there from T3).

Regardless, at bigger airports always worthwhile to check the gates on the screen (either in lounge or public area) before charging down there. Sounds like you've learnt that lesson the hard way :evil:

 

[whughes3]

Regardless, at bigger airports always worthwhile to check the gates on the screen (either in lounge or public area) before charging down there. Sounds like you've learnt that lesson the hard way :evil:

I most certainly have! I have obviously led a very charmed life for much too long.

As I mentioned in the OP, I was pretty happy with all the other aspects of the flight. This was my first longish-haul flight on SQ for quite some time, and I was quite favourably impressed; but this just made this particular snafu stand out more.

 

[Rareified Air]

Presumably most of them had the correct gate on their BP which would have helped a lot.

I think that is highly unlikely, especially as you say you checked in roughly 2 hours before flight time. The locals like to get to the airport early to go shopping which wouldn't leave them much time....
Many SIA pax are transit customers and they would not have had a gate printed on the BP if they came off preceding flights, if they did it would have said the same as yours.....

 

[Cruiser Elite]

So sorry to hear this news hughesy - I can genuinely sympthaise with you as I have experienced something similar years ago.

I was travelling with a friend SIN-PVG prior to T3 opening - my learned friend led me from J SKL to far end E gates only to find our flight actually was dep far end F gates - made it by the skin of our teeth also. Ingrained now to check monitors before leaving lounge - you only do it once mate!

But it I also regularly hear gate changes announced on F and J lounges - anyway what are they serving in SKL J nowadays? Bollinger?

 

[JohnPhelan]

I always check the gate number on the monitors as I leave the lounge.

 

[aaronm]

I always check the gate number on the monitors as I leave the lounge.

This. Doesn't matter if I'm doing a short domestic hop or a long-haul redeye, always check the monitor before heading to the gate.

That said, I agree with the OP that it would have been nice of the lounge staff to provide an update ahead of time. Last visit to SIN the SQ lounge staff actually reprinted my boarding pass because they noticed the gate had changed!

 

[Aussie_flyer]

This. Doesn't matter if I'm doing a short domestic hop or a long-haul redeye, always check the monitor before heading to the gate.

That said, I agree with the OP that it would have been nice of the lounge staff to provide an update ahead of time. Last visit to SIN the SQ lounge staff actually reprinted my boarding pass because they noticed the gate had changed!

Agree with all of the above, I always check as everyone should, before setting off on a potentially very long walk. Now, I also, am not excusing the lounge staff if an announcement was not made. That's not really good enough either.