GOODWILL GESTURE

It is with great pleasure that I share a very positive experience I had with Singapore Airlines. I had booked a pair of tickets to Melbourne with my wife on a promotional offer in August 2015 for travel in April 2016.

Such promotional tickets usually come with non-refundable clauses plus other non-cancellation and no-change policies. Unfortunately, I suffered a slipped disc in the early part of 2016 and subsequently needed operations. As my ticket was non-refundable, I asked SQ if any arrangement could be made for me to change the date if I paid a fee. It was no fault of the airline after all, as I had booked and accepted those ticket conditions.

Instead of simply providing me with a standard response, the agent asked if I could provide any medical records of my condition. I submitted a copy of my MRI report and also my scheduled operation dates.

Soon after my email submission, the agent called me back and told me very pleasantly that she had spoken to her manager and received approval for a full refund of my tickets. This was way beyond my expectations as I thought she might come back to inform me that the airline would only allow me to change my flight date with an open option or cancellation with a penalty. Of course, in the worst-case scenario, I would have to forfeit my tickets.

Overall, SQ’s management of my case showed compassion and they should also pride themselves on having recruited a wonderful agent who showed care and concern during the whole interaction. Thank you to SQ and their staff – they have affirmed my preference to fly with them. Alan Tan, Singapore

SINGAPORE AIRLINES RESPONDS:

We were sorry to learn that Mr Tan could not proceed with the journey as planned. Customer satisfaction is very important to us and we are glad to know that he is satisfied with our goodwill arrangement. We wish Mr Tan a speedy recovery and look forward to welcoming him on board in the future.