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Business Traveller (Asia-Pacific) - - CONTENTS -

I want to pro­vide feed­back about how Sin­ga­pore Air­lines makes re­demp­tion flights dif­fi­cult.

I was on a busi­ness trip to Hong Kong fly­ing SQ860 on Fe­bru­ary 6, 2017 and planned for my wife to join me on a re­demp­tion ticket.

An on­line book­ing was made in Jan­uary 2017, but I was only able to se­cure a re­turn flight for my wife. She was put on the wait­list for the Hong Kong out­bound flight.

I made sub­se­quent phone calls and emailed the PPS hot­line to fol­low up and was ad­vised each time that the flight was full and the wait­list could not be con­firmed.

I made a last at­tempt on Fe­bru­ary 5, and high­lighted that dur­ing my on­line check-in, I no­ticed that there was an empty seat (43F) next to mine (43G). The staff how­ever ad­vised that this was a con­firmed seat by a pas­sen­ger.

On the day of my flight, as I sus­pected, seat 43F was un­oc­cu­pied. To say that I was to­tally dis­ap­pointed and ag­i­tated with the out­come is an un­der­state­ment. De­spite re­peat calls and ap­peals, there was no positive out­come.

It is one thing to have an un­oc­cu­pied seat else­where on the air­craft of which I am to­tally un­aware. How­ever to be fly­ing out next to an un­oc­cu­pied seat was a to­tal put down. As a PPS mem­ber, I hon­estly think the ser­vice is ex­tremely poor.

What has made this worse is that I wrote to the PPS Club on March 10 to seek an ex­pla­na­tion, but the air­line has cho­sen not to re­ply on this mat­ter.

I can only con­clude that SQ is not both­ered about feed­back or its PPS mem­bers. Quek Keng Seng, Sin­ga­pore

SIN­GA­PORE AIR­LINES RE­SPONDS: We have looked into Mr Quek’s feed­back about his ex­pe­ri­ence while wait­ing to con­firm his wife’s wait­list book­ing on flight SQ860 from Sin­ga­pore to Hong Kong.

Flight SQ860 on Fe­bru­ary 6, 2017 was full and our staff had of­fered to re­book Mr and Mrs Quek on al­ter­na­tive flights, but the ar­range­ments were un­suit­able for Mr Quek. Based on our records, while the flight was fully booked, there were con­firmed pas­sen­gers who had nei­ther pre-se­lected seats nor checked in yet. The “va­cant” seat or seats that Mr Quek would have seen on­line were there­fore meant for as­sign­ment to these booked pas­sen­gers upon their check­ing in.

On the day of the flight, how­ever, there was a last­minute can­cel­la­tion wherein a pas­sen­ger with a con­firmed book­ing on the flight did not turn up for checkin. This re­sulted in the va­cant seat next to Mr Quek.

Sin­ga­pore Air­lines would like to thank Mr Quek for his feed­back and apol­o­gises for his dis­ap­point­ment.

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