My Story with Singapore Airlines

[Al_]

...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

 

[Noob]

This is disgusting.

 

[Al_]

Thank-you; I am not sure whether we have law about Involuntary Denied Boarding (Involuntary Bumping or IDB). My MP office was very supportive. What is more disgusting is that I have to fly using Singapore Airlines tomorrow as I cannot afford the time waiting for their response, nor to lose the $2,400 which is the price of the ticket. I had to pay $150 penalty as the note on Singapore Airlines computer system states that I didn't board voluntarily. As if I was not already checked-in! However, I will follow up on all of this when I get back. Looking on the bright side, I learnt something new: After I return using this ticket, my family and I will never ever use Singapore Airlines again

 

[rechoboam]

While I would like to think you are exaggerating, I have seen the exact same thing happen to a bunch of Japanese tourists checking on to a QF flight. Not necessarily by a QF employee I guess. Hulking big swearing and sweating staff member screaming and fingerpointing. Older, wiser (and now Japanese-speaking) I would certainly give him a piece of my mind these days.

 

[Al_]

I wish if I did, it took me a while to realise the how rude this guy had been. He was away by then but I actually felt unwell after this very unpleasant incident and went to see my GP afterwards. Not sure what to do yet but I loathe to do nothing with the thought of this happening again to myself, my family or any other passenger! Let us hope that I will not be subjected to any further prejudice or intimidation tomorrow, but then if it happens, what could I do????

 

[rechoboam]

I think your email approach is a bit unstructured. I would call and find out who the customer relations manager is in your state or nationally and go from there. Escalate as needed but the ACCC etc won't be interested yet.

Was it bad enough to need video footage? Were you assaulted or made to feel for your safety?

 

[Al_]

Thanks; all happened so quickly and took me by surprise. Unfortunately, there is no video footage. I tried several times to talk to any manager of authority with Singapore Airlines but I was caught in a loop going from one department to another. Even the option to talk to someone when I called one of their numbers looped me back to the same menu options. Finally, I was provided with a number by my travel agent, which I called and was told that I need to submit my complaint in writing, and they supplied the email address. Of course, I felt not only threatened by the Singapore Airlines supervisor but also intimidated and humiliated. Also, in a security sensitive environment such as the Airport, where the wrong joke could lead to serious consequences, passengers should not be intimidated or feel threatened by any Airliner employee, who in my case abused his authority. This person could abuse his authority again, and it seems that the passengers and the Airliner employees are not on equal footing under the law. In my humble opinion, this matter needs to be addressed by someone!!

 

[QF029]

Of course, I felt not only threatened by the Singapore Airlines supervisor but also intimidated and humiliated.

This is always going to be subjective. To me, humilated would be a cavity search at the check in queue. I'd love to have the other side of the story.

 

[Sprucegoose]

This is always going to be subjective. To me, humilated would be a cavity search at the check in queue. I'd love to have the other side of the story.

Not for everyone!

 

[Sprucegoose]

...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 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 year 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 AirlineManager/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 trav 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 second 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

The usual rant.....there is luggage allowance limits and you didn't observe them, what are you expecting?

 

[Al_]

Obviously people are different; I would love to hear the other side of the story too; maybe when the Airliner decides to reply.

The facts are:

1. After my check-in was complete, baggage was tagged and taken by the Airliner, and I was given back my passport and 2 boarding passes (from Perth to Singapore and from Singapore to Cairo), I left the check-in counter and walked away, and waited for my family to return from the car park. I then 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, and was denied boarding.
​

At this point I was denied a service that I paid for in advance and in full.
​

1. As a result of the above, I lodged a complaint with the Airlines on Friday 1[SUP]st[/SUP] July before 1:00 PM, and requested a refund. The Airlines customer service who provided me with the email address, advised me that I should receive a reply to my complaint and request within two working days. Todate, I have not received a response, and fear that with the seemingly total absence of consumer protection, the airliner may simply treat my complaint and request with total disregard, as they treated me at the airport.

The matter is not above excess luggage mate. The issue is about the decency to treat customers with due respect and care. It is also about the lack of real competition and consumer protection laws.

 

[mannej]

I would have thought that because your ticket was purchased through a travel agent, then SQ would only talk with them.

When you were denied boarding, how long before the flight was this?


Sent from my iPhone using Aust Freq Fly app

 

[Al_]

I will try to explain again:

My check-in was complete, baggage was tagged and taken by the Airliner, and I was given back my passport and 2 boarding passes (from Perth to Singapore and from Singapore to Cairo), and I left the check-in counter.

As a result of the ill treatment I received, 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.

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, and was denied boarding. All this happened within a minute of two and as I was trying to get information; that is I was already checked-in.

 

[mannej]

That doesn't answer the question. How long before the flight did this happen?


Sent from my iPhone using Aust Freq Fly app

 

[Al_]

About 1 hr before departure my check-in was complete, baggage was tagged and taken by the Airliner, and I was given back my passport and 2 boarding passes (from Perth to Singapore and from Singapore to Cairo), and I left the check-in counter.

About 40 minutes before departure 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.

About 37 minutes before departure 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, and was denied boarding.

I remember the time well because I looked up my watch and it was 7:00 AM when I decided to go back to the check-in counter. The flight departure was 7:40 AM.

 

[adampenrith]

The one thing I find facinating about this is :

how did your luggage reappear so quickly?

normally once you check in it goes down the belt, in the time it took you to walk away, have a think, organise your wife and child to go to the car with your items, then go back to check in - your luggage should have been in the luggage area and in a container ready to be loaded.

I am thinking that the check in supervisor was being vindictive and holding your luggage , so you arrived in Cairo without it.

Very interesting

 

[mannej]

The one thing I find facinating about this is :

how did your luggage reappear so quickly?

normally once you check in it goes down the belt, in the time it took you to walk away, have a think, organise your wife and child to go to the car with your items, then go back to check in - your luggage should have been in the luggage area and in a container ready to be loaded.

I am thinking that the check in supervisor was being vindictive and holding your luggage , so you arrived in Cairo without it.

Very interesting

Or there may have been fees to be paid? That would make sense with the denied boarding as SQ closes the flight 40 minutes before in Perth.
I am guessing, but I also think your TA would have more joy with SQ then you would


Sent from my iPhone using Aust Freq Fly app

 

[Al_]

When I went to the desk to make make the request subject to clarification with regards to refund process of my ticket, should I cancel; the lady who was helping me called him and referred me to him regarding this matter. The Supervisor was abrupt and he cancelled my ticket whilst I was still discussing with the lady whether I can get a refund for my ticket. I heard that my luggage was on standby. I don't understand what this means. Every thing went so quickly. I didn't have any control over the decision, which was made for me by this person.

When I told the lady: "if you cannot confirm whether my ticket can be refunded or not, then I will have to travel, and not cancel. The Supervisor answer was that my booking had been cancelled, and the flight was closed. At this stage I was denied boarding. When the Supervisor reiterated that I cannot board, I actually told him that he was becoming prejudiced, because he planned the outcome of this situation. I was never given the chance to consider any options.

I believe that Singapore Airlines is at fault, and this is why they didn't respond to my complaint todate.

 

[Al_]

There was no fees to be paid at this stage; I paid everything in advance.

 

[Al_]

but I also think your TA would have more joy with SQ then you would

What is TA please?

As my wife told me, if this Supervisor wanted me to board, he would have. The reason provided to the travelling agency is "that boarding was self voluntary as the customer, had refused to pay excess baggage at initial check" - As I explained before this was untrue because I completed check-in. The Supervisor did not record the truth on the System as to the reason why I was not allowed to board - Shame!