Singapore Airlines

My recent trip from Melbourne to Helsinki via Singapore Airline was extremely bad, particular with its customer service. The flight was changed 9 times by the airline, and each time I need to contact the customer service, the experience was dreadful, long waiting, hanged up etc. When I reached my destination, it added extra 24 hours for the… Read more

journey, 100% caused by airline’s sudden cancellation.

Further, the airline refused to reimburse money back into my credit card without any valid reasons, instead they want me to put my person bank account plus witness and witness signature sending through via email (a very insecure way to expose these kind of info), somewhat scammers would chose such approach. I understand no any commercial entities would reimburse money back other than the original credit card that it paid for the cost.

It seems to me Singapore Airline do not want reimburse me at all. So I will not use Singapore airline in the future, small financial loss to me, but much bigger loss for them, losing a valid long term customer like me.

We booked with a travel agency for a 16 day trip to Vietnam with all flights and accommodation included. On returning to Australia, we checked in and got boarding tickets from Vietnam to Singapore, then Singapore to Adelaide. On getting on the plane in Singapore, we realised our seats were 20 rows apart on different sides of the plane. We asked 3… Read more

flight attendances how was this so and they all said, "try and negotiate with the passenger to move so we could sit together". Luckily the passenger didn't object, but to make things more confusing, there was a vacant seat in front of us where noone sat. The flight staff wanted nothing to do with it! How can airline staff, put a married couple 20 seats apart, when there are vacant seats nearby?

We had to cancel a trip to Europe due to a serious illness in the family and Singapore Airlines were kind enough to give us a refund on the airfares on compassionate grounds.

I flew from Sydney to Amsterdam return economy with extra leg room on the Amsterdam leg. I couldn't fault them, exceptional service. I haven't been overseas in 27 years and was a bit nervous. I chose Singapore air because of their reputation and was impressed from check in through to collecting my baggage. A long and pleasant flight I will fly with them again next year. Show details

I recently travelled from Singapore to Perth on Singapore Airlines flight SQ 225 on June 10, 2026, and my experience from start to finish was truly outstanding. What truly made the journey memorable was the outstanding service provided by FSS Pavitra Sundara Rajan. Pavitra demonstrated the highest standards of professionalism, warmth, and… Read more

attentiveness throughout the flight. From the moment I boarded, she went above and beyond to ensure that passengers were comfortable and well cared for. Her friendly demeanor, genuine hospitality, and attention to detail reflected the world-class service that Singapore Airlines is known for. Whether assisting with requests, checking on passenger comfort, or simply offering a warm smile, Pavitra consistently made everyone feel valued and welcomed. Her dedication and commitment to excellence significantly enhanced my travel experience.

Singapore Airlines: The Art of Charging Customers for NOT Flying A masterclass in corporate policy, commercial opportunism and why common sense apparently costs $667. Singapore Airlines has built a global reputation for exceptional service, premium travel and customer care. Unfortunately, my recent experience suggests that somewhere between the… Read more

champagne, hot towels and beautifully presented meals, someone may have misplaced the concept of fairness.

Allow me to explain.

My family of four booked return flights from Perth to Singapore for our October holiday.

Unfortunately, a sporting commitment meant my husband and son needed to travel one day later than originally planned.

My daughter and I weren’t changing anything. Same flights, same dates, same destination.

We simply needed to make alternative outbound arrangements for the boys while retaining their already paid for return flights.

A relatively straightforward situation, one might think.

Apparently not.

We purchased two new one way tickets through Scoot, Singapore Airlines’ own subsidiary.

We weren’t asking Singapore Airlines for a refund on the original outbound flights. We accepted that we had paid for those seats and wouldn’t be using them.

But when we contacted Singapore Airlines to advise that the boys would no longer be taking their original outbound flights, we discovered that simply not boarding an aircraft could have some rather extraordinary financial consequences.

We were advised that if they failed to take their original outbound flights, their return flights could be cancelled.

Yes. The return flights we had already paid for.

The solution?

Pay another AUD $667.

At this point, I think it’s worth putting the corporate policy manual aside and applying a little basic commercial logic.

Let’s follow the money. Because this is where it gets interesting.

Transaction 1: Singapore Airlines receives the original fares.

My husband and son purchase return flights from Perth to Singapore.

Singapore Airlines receives payment for both outbound and return journeys.

Transaction 2: Singapore Airlines Group receives another two fares.

We purchase two replacement outbound flights through Scoot, Singapore Airlines’ own subsidiary.

More revenue for the airline group.

Transaction 3: Singapore Airlines retains the original outbound fares AND has the opportunity to resell those seats.

We aren’t asking for our money back.

We aren’t asking for compensation.

We are advising the airline that two passengers will not be occupying seats they have already paid for.

Singapore Airlines retains the original payment and has the opportunity to sell those seats again, potentially generating additional revenue from the very same seats.

Transaction 4: And then comes the $667.

Despite all of the above, Singapore Airlines demands another $667 simply to preserve the return flights we have already purchased.

Let’s think about that for a moment.

The airline has already been paid for the original seats. Its subsidiary has been paid for the replacement flights. The original seats can potentially be sold again.

And the customer who has generated all this additional revenue is then charged another $667 for the privilege of NOT occupying seats they have already paid for, or risk losing their return flights, which they have also already paid for.

In other words, Singapore Airlines wants to charge us for NOT flying, having already charged us for flying TWICE, while reserving the right to sell the very seats we won’t be occupying to someone else.

You really couldn’t make it up.

But what about the corporate values?

Singapore Airlines proudly lists Integrity and Customer Focus among its core values.

Its own definition of integrity? “We go out of our way to do the right thing.”

Customer Focus? “We understand our guests so we can truly delight them.”

Every time, apparently.

I appreciate that airlines have fare rules and automated booking systems. But a policy can be correctly applied and still produce a fundamentally unfair outcome.

Integrity is what happens when a company has the contractual power to do something, but stops to consider whether it should.

In this case, Singapore Airlines has received the original fares, its subsidiary has received the replacement fares, and the airline has the opportunity to resell the original seats.

Yet it still wants another $667.

Perhaps someone at Singapore Airlines could explain how this outcome reflects its stated commitment to integrity, customer focus and doing the right thing.

Because from where I’m sitting, the only thing being truly delighted here is the airline’s revenue department.

If exceptional service ends the moment a customer needs common sense, what exactly are we paying the premium for?

Very disappointing customer service from Singapore Airlines — misleading information and now backtracking on a promised refund I am extremely disappointed with the way Singapore Airlines has handled our recent travel disruption. What should have been a straightforward customer-service matter has turned into a frustrating and unacceptable… Read more

experience.

Our Singapore Airlines flight SQ352 from Singapore to Copenhagen on 13 September 2026 was delayed by approximately 35 minutes due to a technical issue involving the aerobridge in Singapore. We were booked on a connecting SAS flight SK2862 from Copenhagen to Bergen, with boarding scheduled for 7:45am. Because of the delay, SQ352 departed Singapore at approximately 12:35am instead of 12:05am and arrived in Copenhagen at approximately 7:35am.

As a result, we missed our connecting flight.

When we arrived in Copenhagen, we sought assistance from Singapore Airlines. We were dealt with by [Name Removed], who told us that there were no available SAS flights to Bergen that day and that all SAS flights departing Copenhagen for Bergen were full. We were therefore left with no practical option other than purchasing Norwegian Air tickets ourselves so that we could continue our journey.

What makes this situation particularly unacceptable is what happened afterwards.

Singapore Airlines subsequently responded to my complaint by email, and [Name removed] explicitly advised us that Singapore Airlines would refund the airfare we had to pay for the Norwegian Air flight.

Based on that written response, we reasonably believed the matter had been resolved and that Singapore Airlines had accepted responsibility for reimbursing the additional airfare caused by the missed connection.

However, Singapore Airlines has now backtracked on that position, telling us that they need another 72 hours to investigate whether the Norwegian Air fare will actually be refunded.

This is extremely disappointing.

If Singapore Airlines had not intended to reimburse the additional airfare, why was I initially told in writing that the fare would be refunded?

The conflicting information is especially concerning. We were given information at Copenhagen which we now believe was inaccurate, and after receiving written confirmation that the Norwegian Air fare would be refunded, Singapore Airlines is now apparently reconsidering that commitment.

For an airline that promotes itself as a premium carrier, I expected considerably better customer service, communication and accountability.

The issue is not simply the cost of the Norwegian Air tickets. It is the lack of consistency, transparency and accountability in how Singapore Airlines has dealt with us. Customers should not have to repeatedly chase an airline after being given a written commitment regarding a refund.

I hope Singapore Airlines honours the written assurance already provided and reimburses the Norwegian Air fare without further delay.

Very disappointing experience. Singapore Airlines needs to take responsibility for the disruption, provide accurate information to passengers, and stand by the commitments made by its customer-service representatives.

At this stage, based on my experience, I would seriously reconsider flying with Singapore Airlines again.

Buyer beware! I purchased business class tickets online that clearly indicated that they were refundable subject to a AUD260 fee. When I received the tickets they were endorsed “Non refund”. Despite providing Singapore Airlines with screenshots confirming the conditions, they were intransigent and refused to amend the tickets. I subsequently lodged a charge back via my credit card and bank which was arbitrated in my favour. Never to be repeated! Show details

Worse airline I have come across. They changed one leg of my flight and when I requested that they change the second leg so my stopover is not 18 hours, they said the change I requested is not available. I could see the same flight available online. Singapore airlines are a bunch of liars. Show details

Trying to retrieve an old itinerary ticket is like searching for a needle in a hay stack. This is 2026, where are all your database stored? in the filling cabinet.. 2 weeks of trying to retrieve, still no joy... WAKE UP and get your trash sorted!! Show details

Singapore airlines from Melbourne is an utter shambles. They use third party dnata staff who cannot resolve any issues. It’s an absolute shambles. Do NOT fly SIA with kids. They will not let you check in online and then when you get to the airport you will be put on the worst seats on the plane. You will also face a giant queue as they do not have check-in staff, only bag drop off points. Extremely disappointing. Show details

Great Airline with maybe the worst frequent flyer program. Sincerely feel they do not have a clue how to administer a huge opportunity that is a frequent flyer program. Show details

We flew return from Sydney to Hanoi with a stop over in Singapore. The plane was very clean. The meals served were five start and delicious. The staff were professional and kind. The flight was smooth and ran on time. We were a few minutes late leaving Hanoi on our return but that was due to service maintenance and the pilot made up the time with no problems. I will always fly Singapore any chance I can get. Show details

​A frustrating ground experience that ruined the beginning of our flight to Melbourne. While SIA's onboard service remains outstanding, the Changi check-in staff lacked basic customer empathy. We were traveling with a highly expensive, certified medical device well within our cabin size limits. Instead of assisting us, the ground crew and their… Read more

supervisor power-tripped over its "bulkiness," showing total disregard for the safety of a fragile, high-value item by demanding it go under the plane. After being forced to repack it just to get past them, we boarded with zero issues from the gate crew. SIA needs to train their ground team on flexibility and how to handle passengers with specialized medical equipment

Our flights to Colombo were changed due to operational reasons (which I understand at the present time). The replacements we were offered gave us long stopovers in Changi, which we didn’t want so I identified the flights I wanted and attempted to change them through the ‘manage flights’ button; this proved to be difficult and then a message… Read more

popped up saying I had accepted the flights they had offered followed, almost immediately, by new e-tickets. “Here we go” I thought preparing myself for a long, arduous fight to get them cancelled and book the ones i had identified. I could not have been more wrong! I rang customer service (Australia) and they were so helpful, including calling me back (their suggestion) as it was going to take some time to sort out. The flights were changed, without any fuss, i was emailed the new itinerary to approve and when I confirmed it was I was asked if I wanted the same/similar (if different aircraft) as my original flights. I confirmed this and the seats were booked then, and new e-tickets emailed to me whilst I was on the phone. I found Singapore Airlines customer service to be exemplary, and special mention to Seyn, the guy who helped me with this. He was professional, patient, courteous, friendly and helpful - a credit to Singapore Airlines.