Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My spouse and I availed of the student fare option for a multi-city itinerary. Due to the nature of this booking, we were unable to complete the reservation online, prompting us to make the booking via a call to Singapore Airlines reservations. Consequently, this resulted in different Passenger Name Records (PNRs) for each of us **************************** ******: 5DPIZZ and **************************** **********: 5DHFZO.During my first booking call to the Singapore Airlines reservation staff, there was a misunderstanding that led to the booking of a flight from *** to *** with a departure date of November 7th instead of December 7th. Realizing this error the very next morning, I promptly contacted them to rectify the mistake, as no traveler would intentionally change their itinerary to extend their stay by an additional month (EXACT), especially within a few hours of the first booking.It was acknowledged by the airline staff that this mistake was on their part, and hence, they waived the rebooking fees. They assured me of my continued eligibility for a complimentary booking change. Therefore, during the third rebooking, recharging me for rebooking fees was inconsistent with their earlier assurances.Considering the aforementioned scenario, I'm formally requesting a refund of the rebooking fee of USD ****** for each passenger. Thank you for your understanding, and I look forward to a satisfactory resolution.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2023, I booked numerous flights on Singapore Airlines and asked for my miles to be applied to the correct partner airline. Due to a system error with their website, the correct information was not saved when entered on my side. On 2 separate occasions, I called to ensure that the correct accounts were referenced which I was reassured. The Singapore airline agents did not apply this correctly and as a result, I lost ****** miles among 4 passengers. Upon discovering this issue, I called and gave a summary and was told I would receive a call back within a week which 3 weeks later, is pending.I called again and Singapore customer service agents have stated they will not correct this issue as it is against their policy even though I was lied to by their agents. They have refused to let me speak to any supervisor.

  Customer Answer

  Date: 10/09/2023

  Please close - issues has been resolved after additional escalation to Singapore Airlines

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to select and pay for the seat for my upcoming flight on May 11th. I have been checking the seating since February of 2023 so I can determine if I should pay for the seat or wait until the seat opens up 2 days before departure. Since then the price of the seats has not changed on their website. - Extra legroom seat was (All in CAD) *****, Forward zone seat *****, Standard Seat ***** Apr 8, I choose Forward Zone Seats because there were limited options for Standard Seats, since Forward Zone Seats were the same price, and there were still lots to choose from. After selecting the seats, I clicked Next Flight and pop-up message said, "The SEAT/DEAL you have selected is not available, please skip or retry". I did a few times and still was not able to pay for the seats. I called the airline and advised them, the customer service rep explained the pricing for Forward Zone Seat is not *****, and hence the reason I can't book the seat. I said, but that is what I see on my side from your website. I suggested that I send a screenshot of what I see and I should be honored with the price I see. I suggested that if the pricing was incorrect online, that needs to be fixed, but I should be paying the price I see on the website as I see it.I tried booking the seats on Apr 18, from *** to ***, I selected the Forward Zone Seats when I clicked on Next Flight, and I was brought back to the same page. Now the last seat I chose for the second passenger was gone. I re-selected the seats and click Next Flight again, but still went back to the same page while the last seat chosen went missing again! I called the Airline and this time the agent stood strong to say this is the price and there is nothing we can do. She also said the supervisor said the same, I have to pay the price they have and not what I see online. I was also questioned at least 4 times, "Do you see "Base price", Starting price". I said no, I have already sent you the screenshot of what I see.

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Airline Code: SQ 27 Flight Date: 01/17/2023 Flight Itinerary: ******* to Singapore My husband and I flew Singapore Airlines from ******* to Singapore and we paid for 2 extra legroom seats with the extra costs of **$234. When we checked in the associate confirm with us of our extra legroom seats. But when we got into the plane, our seats was given away and we were assigned 2 seats in the middle aisle. They promised us that we will hear from Singapore Airlines customer service within **** days and that we will get our refund for the paid seats. 2 weeks had passed and nothing from Singapore Airlines. We finally emailed SIA and they said they are investigating and working on the refund and that they will contact us. No news from them and we emailed them multiple times just to hear from them saying to be patient and that they are working on the refund. The last time we heard from them was on March 21 and only because we emailed them first. Same story they are working on the refund and we are still waiting almost 3 months after our trip. We do not trust that Singapore Airlines would do the right thing by refunding our money and that they are hoping we would give up if they would just saying they are working on it. We have documentation of the extra legroom seats we paid for and the different seats that they assigned for us and also all the correspondence via emails.