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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.