Complaints

This profile includes complaints for Singapore Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Singapore Airlines

  222 N Sepulveda Blvd #1600 El Segundo, CA 90245-5615

• 

  Singapore Airlines

  P.O.Box 60494 Houston, TX 77205

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - SQ 037 Dec 02 2024 - Flight from LAX to Singapore via Singapore Airlines - Lady behind me was mad that I reclined the seat like I'm allowed to do and ***eatedly hit me on the head and pushed my seat. I wanted to defend myself but I wasn't going to attack a 70 year old lady who barely spoke English (someone told me after the flight that she was from mainland *****, not sure what that means). This proceeded for about 1 hour and I asked for an attendant. The attendant scolded her like a little kid. Once they left, she ***eated her actions. She did it in front of the attendant as well. I asked to be moved for everyone's safety but the request was ignored by the staff. Now the Airline is refusing to make and are ignoring communication with me. Only way to talk to a *** is via email. I waited almost 2 months for them to conduct their internal investigation, they admit it happened and then went silent.

  Business Response

  Date: 04/02/2025

  Dear BBB Represensative,
  
  Thank you for bringing this matter to our attention. We want to assure you that we are in active correspondence with the passenger regarding their concerns related to their flight on SQ037 from LAX to Singapore on December 2, 2024. We understand the seriousness of the situation described and are committed to resolving it in a timely and satisfactory manner.
  Our team is currently working with the passenger to address their concerns and will be closing the matter with them shortly. We appreciate their patience during this process, and we continue to prioritize their safety and satisfaction.
  If you have any further inquiries or require additional details, please dont hesitate to reach out.
  
  Best regards,
  *****
  Customer Relations Team
  **********************

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23011734
  
  I am rejecting this response because: They take 1-2 months to respond to my emails nad there is no other way to communicate with the customer service team, if they respond at all. $200 in flight credit for a $2000 flight made terrible by harassment and assault while on their aircraft and after being asked to be moved is a joke. This means they have learned nothing and will allow things like this to happen again. Had I been on a domestic flight, I would have defended myself. Because I was headed to a foreign country, I allowed someone to continually put their hands on me. Singapore Airlines should know better. Their slow reaction time and lack of respect or seriousness with the matter has made things worse in my opinion. Both on the plane and in communicating with me thereafter. All emails with Singapore Airlines regarding this complaint is attached. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight on Singapore Airlines - due to an operational error on Singapore Airlines's part, I was rebooked at a different airport (1 hr away from the original airport) at an earlier time (1 hr earlier). As a result, I had to forfeit my original transportation tickets to the first airport and rush to catch my flight. I contacted Singapore Airlines following my trip, and they have continuously blown me off (I think I probably have followed up with them 10 or more times to follow up, and they still continue to blow me off, even after 6 months from initial contact). I will never recommend this airline to anyone - definitely shocking to hear they have an above average reputation in the industry given the response here. I'd like to know what the hold up is here - this was clearly stated as an operational issue with the original plane, not some weather-related issue or otherwise."We acknowledge your concern regarding the travel reimbursement request and understand your frustration due to the prolonged duration without a definitive response. We sincerely apologize for any inconvenience this may have caused.Please be assured that we have escalated your concern to our team for further review. We will notify you immediately once there is an update on the status of your request."

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Singapore Airlines Flight Number/ Date/ Class of travel: **************** 2 & Dec 3 2024/ Premium Economy SQ Booking Reference: 57ABEF Baggage claim tag number : ********** Brand of luggage: Samsonite Year of purchase: 2022 Estimated value: USD 500 Colour: Black Type: Soft / Hard : Soft Description of damage (please upload the photographs below): One of my large checked in bag got completely open from top with zipper not just broken but part of zip completely rip. This resulted in irreparable damage to bag and loss of articles in bag.Complaint filed to SG baggage loss(attached email acknowledgement and complaint PDF) : 4th Dec 2024 Also airline counter after landing did not have anyone available to complaint. Attaching photo from *************** counter.

  Business Response

  Date: 01/15/2025

  Our ******************** has reached out to handle passengers damage baggage claim. They have emailed passenger as follows and will follow through till closure. Thank you. 

  From: SEA_Baggage <****************************************************************************> 
  Sent: Wednesday, January 15, 2025 12:09 PM
  To: ***********************************
  Subject: SEASQ| Damaged Baggage| REF: SEASQ10264| SQ28 03DEC24
  
  Dear Mr. *************** sincerely apologise for the extended delay in response to your case.
  Since there was no claim made at the airport we were not aware of the damages.
  To properly handle your claim, we have assisted by creating the following 
  Claim attached.
  ***** expedite the handling of your case we kindly ask you too review attached 
  Word document and provide the requested details, you may skip the section 
  Of the request for photos as we have been provided the information from our
  Customer case team.
  ***** sincerely apologise again for the delay and thank you for your patience 
  Best regards,
  
  Baggage Handeling Agent | *******
  Singapore Airlines *** | TB
  
  

   

• Initial Complaint

  Date:12/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An agent promised that they would extend the expiring miles for a year, they have made *** pay for it but was only extended for 6 months. No help at all, even though we asked for the ******* miles to be extended even if we pay for it again. Kindly contact us via email or call our Shop at mars number at ************. ************************* so we can get this sorted.

  Business Response

  Date: 12/18/2024

  Passenger is one of four that have written in to BBB from the *********** with assistance from a 3rd party. As such this case is being handled by our Philippines Customer Relation Team. They are working directly with passenger and our ***************** Team to address the passenger's mileage concerns. Please consider the case closed on our end. 
  
  
  

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this message finds you well. I am writing to express my dissatisfaction with a recent experience I had regarding my mileage account.We contacted an agent regarding the expiration of my miles. The agent assured that they would extend the expiring miles for an additional year.However, to my disappointment, only a 6-month extension was applied instead of the promised one-year extension. Despite reaching out for assistance and requesting that the full ******* miles be extended, even if I were to pay for it again, I received no help or resolution.This has been a frustrating experience, as I was led to believe the issue would be resolved as promised. I kindly request that the originally agreed-upon one-year extension be applied to my account, or that I be provided with an alternative solution.I look forward to your prompt response and resolution of this matter.

  Business Response

  Date: 12/18/2024

  Passenger is one of four that have written in to BBB from the *********** with assistance from a 3rd party. As such this case is being handled by our Philippines Customer Relation Team. They are working directly with passenger and our ***************** Team to address the passenger's mileage concerns. Please consider the case closed on our end. 

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised by an agent that my expiring miles would be extended for a full year, However, the miles were only extended for six months. When I reached out for assistance, I requested that the full ******* miles be extended again, even offering to pay once more, but my request was denied.This is extremely frustrating, as I initially agreed to the extension based on your agents assurance. It feels unfair and misleading to pay for a service that was not delivered as promised. I kindly request that this issue be resolved immediately and that my miles be extended as originally agreed.

  Business Response

  Date: 12/18/2024

  Passenger is one of four that have written in to BBB from the *********** with assistance from a 3rd party. As such this case is being handled by our Philippines Customer Relation Team. They are working directly with passenger and our ***************** Team to address the passenger's mileage concerns. Please consider the case closed on our end. 
  

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An agent promised that they will extend the expiring miles for a year, they have made *** paid for it but was only extended for 6 months. No help at all, even we asked for the ******* miles to be extended even we pay for it again.ask them to contact me via email or call our Shop at mars number at ************.****************************************** so we can get this sorted.

  Business Response

  Date: 12/18/2024

  Passenger is one of four that have written in to BBB from the *********** with assistance from a 3rd party. As such this case is being handled by our Philippines Customer Relation Team. They are working directly with passenger and our ***************** Team to address the passenger's mileage concerns. Please consider the case closed on our end. 
  

• Initial Complaint

  Date:12/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An agent promised that they will extend the expiring miles for a year, they have made our boss paid for it but was only extended for 6 months. No help at all, even we asked for the ******* miles to be extended even we pay for it again.

  Business Response

  Date: 12/10/2024

  Dear BBB

  Please be advised that we communicated with Ms. ****** on December 5th regarding her concern. We requested that she provide us with the name of the passenger/member's **** Flyer number so we could investigate further. We have not yet received a response from Ms. ****** as to date.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I redeemed my points to book the hotel via KrisFlyer vRooms on 11/26/24. The booking process was not completed with the message of "Sorry can't complete the process " while my points were deducted. I emailed KrisFlyer vRooms and they confirmed that my booking didn't pull through and my points won't be returned until 6-8 weeks. Well, by that time, my trip is already over so I would like to request my points return asap. The provided customer service phone number ************ is non-working number.

  Business Response

  Date: 12/12/2024

  Passenger has been advised that KrisFlyer Vroom has already been credited miles back to the passenger's account.

• Initial Complaint

  Date:12/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint On 11/21/2024 I called Singapore Airlines to ask a question regarding my tickets. I was asking if the tickets were fully refundable, because I needed information for travel insurance. He kept saying Cancellation and I said no not to cancel just asking a question. Reiterated this several times and then the agent hung up on me. The phone number was ***************). I called immediately back to this number and got *** and explain and he said they showed cancellation (this all happened in less than a total of 7 minutes) I explain situation and then asked for manager and got ******, a supervisor. He heard my complaint but they couldnt do anything about it because they flights were cancelled. He said fee for rebooking was ****** per ticket but that he would give me a deal for ****** per ticket. A deal for their error, not a deal to me, who is a person living on a pension and has saved for over a year to go on this trip. Plus I cant ask the others to pay for something that they were not part of so that is $1000.00 out of my pocket, again for their error. Even though I explained that I did not ask for that cancellation. His previous agent messed up and was not willing to take that into consideration. But he could refund ticket at a $****** x 4 people additional cost for something that they did wrong. This all happened with a span of (10:49 initial phone call (lasted 5 minutes) then called back at 10:56 and got *** *************) and then sent me to ****** shortly after explaining the whole thing to him. This whole process of rebooking all ended at 11:38. IT was all rebooked at same itinerary number and same seats. Found that interesting !Sincerely ********* ***** ************

  Business Response

  Date: 12/19/2024

  Dear BBB

  This is to inform you that we have corresponded with the passenger via email and addressed their concerns. Please consider this case closed.

  Thank you.