Singapore Airlines Apologises for Call Centre Wait Times

Singapore Airlines has apologised for the lengthy KrisFlyer call centre waiting times experienced by customers over recent weeks.

Many frequent flyers, including several AFF members, have reported waiting for hours on hold when trying to call the Singapore Airlines or KrisFlyer contact centres recently. Some have even waited so long on hold that the call was eventually disconnected. This may be normal when calling Qantas these days, but it’s definitely unusual for Singapore Airlines which normally answers most calls within a few minutes.

Trying to get KrisFlyer on the phone with 02 8228 1188. Been on hold for over an hour. The same thing happened to me over the weekend and I gave up. Is there a better number to call?

Ive been trying since yesterday on hold at least and hour or 2 no answer JUST SHOCKING!!!!

I got disconnected after 80 minutes yesterday. I have been trying to get through for a week with no joy. What time of a morning does the line open?

Thankfully, the problem of long Singapore Airlines call centre wait times appears to be temporary. A Singapore Airlines spokesperson told Australian Frequent Flyer that the delays in answering calls have been caused by the recent collapse of Bestjet. “[This] has required us to proactively contact a large number of customers, as well as handling a higher than usual volume of calls from affected customers. In addition to this, there have been several weather-related events that have impacted flights, further increasing the number calls from affected customers usually received by our Contact Centre and the KFCC at this time of year.”

“Singapore Airlines sincerely apologises to customers who have been inconvenienced by longer wait times when contacting our KrisFlyer Contact Centre (KFCC) and Contact Centre”, the spokesperson added.

To handle the higher volume of calls, Singapore Airlines has since allocated more staff to its contact centre.

“We have also redeployed some of our Australian Contact Centre staff to assist in handling the significant increase in calls.We expect call waiting times to decrease over the coming weeks as the volume of calls begins to subside,” the spokesperson said.

In the meantime, our members recommend trying to call at different times of the day if you’re stuck on a lengthy hold. You could also try selecting the “award booking” option instead of “revenue booking”, or vice versa.

Well treid again chose commercial booking instead of award booking and presto got someone straight away who was happy to book an award for me…

Join the discussion on the Australian Frequent Flyer forum: Wait times for KrisFlyer

Matt Graham

The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 70 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can connect with Matt by posting on the Australian Frequent Flyer community forum and tagging @AFF Editor.