Feedback to SQ

Just send in a complaint letter via SQ website.


Booking Reference Number: L46G3D
Travel Insurance Policy (HN963415)

My flight was SQ921 departing on 16 Apr 2012 1850hrs, from Manila(MNL) to Singapore(SIN). Due to the heavy traffic in Manila, We left the hotel very early to get to the airport. However, the traffic was horrible and we only managed to reach the check in counter 10 mins after the required check in time.

The lady at the counter, Santos, Angellie T turned us down flatly, saying that the check in has closed. We do know that we were late, but it was a MERE 10 mins and it was due to the traffic congestion. We asked if anything could be done for us, anything and all she said was "No, it's closed". Now, that wasn't the kind of service I expect when I chose SQ over other budget airlines which provides such competitive prices! Honestly, I know something could be done. So, we asked a few more times, I would say we were literally begging for her help. We even said that we can do without the luggages and we just want to get back to Singapore. Eventually, she made some calls and then, said again there is nothing she can do.

We were stranded, helpless, had not much money left, only a couple of credit cards, no internet access and it was getting dark.
And n0thing, she said can be done for us.

She asked us to go to the SQ office to purchase another flight ticket to get back to Singapore. As we proceed to leave, it was being announced asking check in passengers to enter. Evidently, it is POSSIBLE to accept us in too!

We went to the SQ office, and was told that they do not sell tickets. Instead, they gave us a hotline to call to purchase tickets and told us the hotline is CLOSED now and only open the next day at 8am.
DOES THAT MEAN WE SUPPOSED TO CAMP OVERNIGHT AT THE AIRPORT?
It is ridiculous and we asked for a quicker, efficient way of doing things. So they said we can check online and purchase the tickets online. We had no laptop and our iphone does not have Java, we can't purchase the tickets! So, we asked if we could use their computers and they shrugged and said their system cant use internet. HELLO, for goodness sake, how do SQ customers who missed their flight rebook another flight, SERIOUSLY?! We asked when is the next earliest flight and she said "It's tomorrow and I think it is fully booked. You have to call them to check or check online." That really, really is some service! I am appalled and baffled beyond words.

Please let me know how to go about claiming for my return flight back to Singapore. We did purchase the insurance offered by SQ.