A BIG letdown with Singapore Airline ("SQ")
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Nothing against the airline, somehow the incident last weekend got me utterly disappointed with SQ. Me and 2 other friends are making a flight booking to Shanghai next month. SQ has a promotion at a good price, note that the terms and condition is no changes in flight details. My galfrd who is doing the booking online has accidentially click on the wrong date. Instead of departing to Shanghai on the 8th, she clicked on the 10th. Upon confirmation of the booking, she has suddenly realised the mistake. Immediately she called SQ and also write in an e-mail. Note that the timing difference from the mistake in booking and the call is only half an hour. Since this is not a complain against SQ, I shall not name any names here. The SQ personnel who answered her call replied that it is a promotional ticket and strictly no changes. My galfrd has also offered to pay some form of penalty fee to SQ so that the SQ personnel can make changes. Out of desperation, my galfrd said that she would complain to CASE. The SQ personnel told her that there is "NOTHING" she can do and asked her to go ahead to lodge the complain. Not forgetting there is no reply to the e-mail my galfrd wrote in to ask for assistance.
Being desperate and helpless, the next day (Sunday) my galfrd went to the SQ office at Paragon. The lady who attended to her was kind enough to suggest we give up on the promotion and take up the normal pricing. This has result in topping up of $200plus which we agree to do so. If the SQ personnel offered us this alternative yesterday could have saved my galfrd from the guilt and sleepless night. Empathy certainly do not exist here.
While the saga might be over... somehow I just couldn't write off the disappointment with SQ. My relationship has gone far back since my overseas undergraduate days. I have always insisted my dad getting me only SQ open tickets for my to and fro numerious trips for 4over yrs. SQ has always been my favourite airline and the pride one feels that it is a "Singapore" airline company. Needless to say, this incident has shaken my feelings towards SQ. SQ has always strive in maintaining a good level of service. May I also suggest this also includes certain level of empathy and humane factors.
Oh well painful lesson learn . SQ is a coporate which govern by the black and white rules. For those out there, be really careful when you make internet bookings esp airtickets on promotional prices.
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They have already stated that their promotional tickets are non changeable .. and I think its the customer's responsibility to double check that all the dates are correct. I'm pretty sure the website will prompt customers to double check all details before confirming the payment ...
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sibeh childish to say you wanna complain to CASE.
they already covered their asses by stating the terms and conditions.
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Maybe if you said you were the foreign CEO of some MNC in Singapore, they might give you face.
Maybe.
Just maybe.
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I feel sorry for you ......
but I think it's really your fault .........
and I hardly think anyone would complain to CASE in "desperation" ... I think it's more likely that "your friend" was aggressive and threatening to report to case, write to the newspapers, and post it up in the forums ....
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Wait till you book with budget airlines...... their low fares are definitely non-transferrable, non-refundable and non-changeable. Except AirAsia who allow changes to itinerary (but not name of pax) upon payment of an adminstrative fee.
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I think the service personnel at the call centre really didn't want to help at all. She was rude to challenge a customer to lodge a complain even though the terms and conditions are stated as such. The point here really is the service level we get from a reputable airline. This is a disgrace to SQ especially when her counterpart at Paragon is able to offer a solution.
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i see it as Singaporeans who cock up and want to complain when they cock up.
the stupidest thing is actually wanting to lodge a complaint when the root cause is what? the cock up.
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sounds more like the friend trying to push her luck and threatened the phone operator with going to case and what not.
small wonder there was no empathy
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Bear in mind that the phone operator might not be able to do anything because it is out of her scope of work
If she says ok and not able to do anything, isn't that worse?
Anyway, I think it was extremely irresponsible of your friend not to check the dates before clicking yes to everything
And they did state the terms of the promotional tickets
Cheaper tickets always comes with a lot of strings attached
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another one who registered to complain..
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next time ..... look carefully before clicking lah ........
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Originally posted by charlize:
Maybe if you said you were the foreign CEO of some MNC in Singapore, they might give you face.
Maybe.
Just maybe.
local MNC's CEO wife also can.
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Originally posted by sg_polarbear:
I think the service personnel at the call centre really didn't want to help at all. She was rude to challenge a customer to lodge a complain even though the terms and conditions are stated as such. The point here really is the service level we get from a reputable airline. This is a disgrace to SQ especially when her counterpart at Paragon is able to offer a solution.
I agree with this...The point of contention is the service level. -
Dear all,
THANKS for your truthful comments. Now I realised why we being treated this way. We are living in a world of cold and heartless people.
Honestly I sincerely wish this will never happen to any one of you.. cos ouch one will never feel the pain till it happens to you.
I rest my case and wish you all love, peace and happiness always! :)
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As a underpaid, untrained customer service personnel once, I can honestly tell you that what you considered as rude was probably the laying out of the truth and reality you were in...
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living in a world of cold heartless people?
u mean now then u realised it?
what fantasy world were u in????
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i'm starting to wonder if this is a blonde...
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Originally posted by ^tamago^:
i’m starting to wonder if this is a blonde…
I sympathise with his predicament.....but the truth is, SIA's backside all covered already what....And to say the person who is rude is a tad unfair to him/her, only human what!
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well .... she was actually seeking affirmation here .....
but the rant has totally no basis at all in my books .....
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Oh wait....its a HER.
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it's ur gf's fault.
primary school maths teacher never teach?
CHECK YOUR WORKING!!!
you cant blame the one on the phone. she isnt trained to handle such cases. more so she's trained in answering basic queries.
but good effort for making your way down to paragon. -
Originally posted by 16/f/lonely:
Oh wait....its a HER.
why you look down on your gender one!
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I agree SIA wasn't the best of service.. But threatening to go to CASE when its YOUR GF FAULT? Sighs.
Cannot change means cannot change. Already agree to it right?
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Gimme a break. it was your fault, i mean your gf's fault. T&Cs are there for a reason.
It's not about empathy. Look, if there're 10 people who made a mistake in their booking, and request a change no matter what, then what's the use of T&Cs?
Look at it from a business pov and you should get what I mean.
And complaining to CASE ain't gon' solve the problem. Sometimes, it's also really the system restriction. Stop whining and pls post better stuff next time. (: