I am throughly disappointed with Singapore Airlines
Below my complaint letter to them:
Dear Person-in-charge,
Referring to reser vation code M6NZDD, I have claimed my mileage points from the KrisFlyer programme for my husband, Joong Liang KWEK, to fly up to Bangkok with me for a holiday. His itinerary which I'm sure you can see, is MEL-BKK 05JUL and returning on BKK-MEL 13JUL, both on Thai Airways (TG).
On the outbound trip, he was told by the staff of TG that his booking outbound was not in the system. However, because there were extra seats, TG had put him on the flight out at that stipulated flight TG0462, saying that SQ seems to have cancelled his booking. TG instructed my husband to speak to SQ counter staff at Melbourne Airport to ensure that everything is ok. SQ staff said to him that the status was reflected as "OK" on their system.
On the return trip on 13JUL from BKK, he was told the same thing from TG that his booking had been cancelled from SQ!!! And because the return flight TG0461 was overbooked this time, and there was only ONE seat avai lable, we had to choose amongst the two of us, which one to board and which one to stay behind. TG had tried to sort this out with SQ counter staff (a lady by the name of Boonyarat Prasert). TG said that the system showed that SQ cancelled the booking (see attached print out), and SQ said (referring to the same print out) that the system actually showed that all was "OK" and confirmed.
Regardless, I, as a Gold member of KrisFlyer, expect a high standard of customer services. Due to work reasons, I was forced to leave my husband behind to report to work the following day. My husband had to endure being knocked out of a flight which he was supposed to be on (TG0461) at 8.00am on 13JUL and had to take the next direct flight out at 12.15am on 14JUL, a full 16hrs!!! He was also told by TG that he will not be able to be upgraded to Business Class because it was not TG's fault, and SQ said they couldn't put him on TG's Business Class because it shows that SQ had put the correct confirmation!!! He was only given 3 food vouchers for the day! The following items were/were not compensated:
Items Compensation
Direct flight: BKK-MEL TG0461 direct from BKK-MEL was compensated with TG465.
Food & Beverage due to delay Compensated with 3x THB400 vouchers in restaurants at Suvarnambhumi Airport.
Time (16 hours) NO COMPENSATION
Baggage Drop NO COMPENSATION
(THB100 per item x 4 items)
Upgrade to Business Class NO COMPENSATION
due to delay
From a CUSTOMER's point of view, regardless of who is at fault (SQ or TG), this has caused great inconvenience and a huge waste of time, that were not compensated. Being a Gold member of KrisFlyer all these years, being the one who redeemed the points, I also felt that the service standards that KrisFlyer has put up is utterly embarrassing and fall way short of the "respectable" brand KrisFlyer claims to be.
I demand that KrisFlyer sort this issue out with SQ and TG, and that, if no one could ascertain where the fault lies, then both must share responsibilities in the matter. Again, regardless where the fault lies, from me and my husband's point of view as CUSTOMERS, we demand some form of compensation in the items above. Please come back to me by the end of tomorrow 16JULY Friday and update me via email of what is happening.
Obviously, when they investigated, they realised that they themselves have accidentally cancelled my husband's ticket. 2 weeks after the fact, they called to say that they would compensate us with 2000 krisflyer points, equi to $80. This was what they deemed as fair compensation. I told them that there's no way what my husband endured was only $80. Sylvia, the first Singapore AIrlines employee I spoke with, told me that she will get back to me the following day. Of cos, that didn't happen.
2 weeks later, after I called the contact centre again, Lawrence Lim called me to say that since I wasn't happy with their last offer, he can up it to 5000 krisflyer points. I replied that while I did not think that was good enough, I would take it on the condition that they upgrade me the next I flew with them. Lawrence acted as if this was an utterly unreasonable request and exclaimed 'oh no no, no way!'. Howevre, he said that he would 'appeal' on my behalf and get back to me again.By this time, I knew better... I waited a further 2 weeks before I called the contact centre again. It took them more than a month after my trip to give me a reasonable compensation of 10, 000 KF points.
I am totally disappointed with SQ... and I'm very reluctant to ever fly with them again. I will just finish up my points and that's it.
0 comments