- Report: #66916
Complaint Review: Singapore Airlines - SEOUL, SanFrancisco, Vancouver
-
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Singapore Airlines
290 Orchard Road #02-38/39 The Paragon Singapore 238859 SEOUL, SanFrancisco, Vancouver, South Korea
Phone:
65-65403033
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Singapore Airlines irresponsibility, rude response, dishonest promice, slow service Seoul, San Francisco, Vancouver
Dear Singapore Airlines
My name is Eun-Ha . The topic of this letter is almost certain to gain your attention.
Frankly, I know that your airlines has offered friendly customer service and that is always cause for patronage in many marketing textbooks. My hope is to continue using Singapore Airlines but I have to admit I was dissatisfied with you.
My brother purchased the round trip ticket in the USA and the ticket was to bring him to Korea on July 27, 2003, and return him to the USA on Aug. 16, 2003. A flight from San Francisco to Seoul went off without a hitch. My brother said that the Attendants inside the plane were very friendly and kind.
The return trip however from Seoul was riddled with harassment and bitterness. Before ticketing, my brother was asked on a desk if he would like to give up his seat for a nonstop flight, business class of a flight to Vancouver would be offered and he would obtain $500(Singapore dollar) instead. He responded saying yes and then left Seoul for Vancouver.
After about 12 hours, my brother arrived at the airport in Vancouver and he thought that he was scheduled to connect to flight to San Francisco as you promised in Korea. But a connecting flight from Vancouver to San Francisco had no seat. Unfortunately, Singapore airlines failed to provide adequate service because it did not notify him (my family also) of this cancellation or rescheduled flight.
Subsequently, my brother asked your agents how to solve that problem, and the officers were asked to wait for 3 days until they found the plane to San Francisco. After waiting for 3 more hours, the only option available to him was to take 6 hours bus ride to Seattle. He was eventually bussed into Seattle around 11 p.m. that night. When he arrived in Seattle, he found out that he must wait for 9 hours. But he had no ice and was concerned about arriving in San Francisco first!
My Brother finally boarded the plane to San Francisco and his final arrival time in San Francisco was 10:11a.m. on Aug. 18, almost two days later than his original time. Although 10 days passed, my brother did not get $500. So he called your office in San Francisco and demanded the compensation that your company promised. But the officer said for him to visit your office. It is to be regretted that you did not apologize but just say 'visiting'. Why must my brother lose time because of your mistake?
I understand that overbooking is possible to happen, but this would have never happened if proper notification of the changes had been done in the first place. This error caused him to waste a day of vacation but I confirmed that my brother did not get any information, any apology, and any indemnity that your officer said. I couldn't stand this so I called your Seoul office and demanded a speed answer. But it was just my hope. It made me embarrassed.
I have been searching the internet for about two weeks but couldn't find absolutely the phone number of Customer Service in Seoul, so I called a reservation part. I had the misfortune of encountering Ms. Song(Sun-A Song : It is possible that spelling of the name is wrong). After I said this error, she said that she would 'call me inside a day'. After 3 days, I still had not received any connection, so I called her again. She forget it and stated that it was out of her hands because she carried the message to somebody(Il-chan Cho) related to this problem. I asked her to call back because there is nothing to solve. She was extremely rude and discourteous. Though she said 'yes' and 'I'll call you inside a day', she didn't. So I called again next day, she said that call direct to him(Mr. Cho) or wait!
But I couldnt wait forever. When I called Mr. Cho, he just said(without apology) that he had day-off for 3 days. Once I expressed actually dissatisfaction about this irresponsibility, I was treated quite rudely by Mr. Cho. Stunningly, he did not have any information about this problem and he thought little of that I didn't want to repeat because I had to say it whenever I communicated with someone at Singapore Airlines.
Because Mr. Cho didn't care about my needs as a customer of Singapore Airlines, I wanted to talk to a station manager who could manage this at a time. But he did not know the phone number. So I asked what phone number of the head office is and his answer was just I don't know. I asked him why he didn't know it and he just told me that he didn't know.
When I told him that I got a direct phone number of station manager(It's true) and that I didn't want to talk with him any more, he was being rude he said "Because you do so, there is no way." and then he connected me with an assistant manager Alex Chung. It seemed Mr. Cho was mocking me!!!
I was disappointed to Singapore Airlines because of People like Ms. Song and Mr. Cho. I don't restore my confidence in Singapore Airlines again. The problem was that neither Ms. Song nor Mr. Cho (including customer center manager) would consider the feeling of customer. And it is care noting about customer's complaint (I forget that name of a man who is a member of marketing)
Ultimately, I believe that it is SIAs responsibility to notify its customer of any delay or change that it makes to compensation. It should not rely solely on a branch in Korea to do so. I am also disappointed with Singapore Airline because its agents were not being very understanding and continued to escape from the error.
I heard that you left the matter to Soo in USA. But she was so busy that my brother communicated barely, besides she not only demanded too much (visit your office, send a document about $500 by mail, and wait.. etc), but also she didnt know what she did and how she dealt with a matter(she said that she had no empowerment to manage it).
This was my brother's first time flying on Singapore Airlines, and to be quite frank, it was not a pleasant experience at all. My family has flown various Airlines for many years, but we have never had a problem like this. It was one of the worst flying experiences of ours. While the circumstances resulting from the overbooking was beyond anyone's control, the manner that the situation was handled was unprofessional.
I have thought that Singapore Airlines has been the best at Customer Service. However, the lack of concern for the customer on recent flights, and particularly a customer call, will lead me to begin flying other airlines if I do not hear an appropriate response from you. The whole chain of events that happened was simply a total lack of respect for the convenience and service to the customer.
Does Singapore Airlines really not care if customers call for help? I can't understand as a person working related to customer. I think that my brother and I deserve to apology from you for your companys irresponsibility, rudeness and impolite manners. All we received were a apology for forms sake.
Eunha
Kyunggi, 411352
South Korea
My name is Eun-Ha . The topic of this letter is almost certain to gain your attention.
Frankly, I know that your airlines has offered friendly customer service and that is always cause for patronage in many marketing textbooks. My hope is to continue using Singapore Airlines but I have to admit I was dissatisfied with you.
My brother purchased the round trip ticket in the USA and the ticket was to bring him to Korea on July 27, 2003, and return him to the USA on Aug. 16, 2003. A flight from San Francisco to Seoul went off without a hitch. My brother said that the Attendants inside the plane were very friendly and kind.
The return trip however from Seoul was riddled with harassment and bitterness. Before ticketing, my brother was asked on a desk if he would like to give up his seat for a nonstop flight, business class of a flight to Vancouver would be offered and he would obtain $500(Singapore dollar) instead. He responded saying yes and then left Seoul for Vancouver.
After about 12 hours, my brother arrived at the airport in Vancouver and he thought that he was scheduled to connect to flight to San Francisco as you promised in Korea. But a connecting flight from Vancouver to San Francisco had no seat. Unfortunately, Singapore airlines failed to provide adequate service because it did not notify him (my family also) of this cancellation or rescheduled flight.
Subsequently, my brother asked your agents how to solve that problem, and the officers were asked to wait for 3 days until they found the plane to San Francisco. After waiting for 3 more hours, the only option available to him was to take 6 hours bus ride to Seattle. He was eventually bussed into Seattle around 11 p.m. that night. When he arrived in Seattle, he found out that he must wait for 9 hours. But he had no ice and was concerned about arriving in San Francisco first!
My Brother finally boarded the plane to San Francisco and his final arrival time in San Francisco was 10:11a.m. on Aug. 18, almost two days later than his original time. Although 10 days passed, my brother did not get $500. So he called your office in San Francisco and demanded the compensation that your company promised. But the officer said for him to visit your office. It is to be regretted that you did not apologize but just say 'visiting'. Why must my brother lose time because of your mistake?
I understand that overbooking is possible to happen, but this would have never happened if proper notification of the changes had been done in the first place. This error caused him to waste a day of vacation but I confirmed that my brother did not get any information, any apology, and any indemnity that your officer said. I couldn't stand this so I called your Seoul office and demanded a speed answer. But it was just my hope. It made me embarrassed.
I have been searching the internet for about two weeks but couldn't find absolutely the phone number of Customer Service in Seoul, so I called a reservation part. I had the misfortune of encountering Ms. Song(Sun-A Song : It is possible that spelling of the name is wrong). After I said this error, she said that she would 'call me inside a day'. After 3 days, I still had not received any connection, so I called her again. She forget it and stated that it was out of her hands because she carried the message to somebody(Il-chan Cho) related to this problem. I asked her to call back because there is nothing to solve. She was extremely rude and discourteous. Though she said 'yes' and 'I'll call you inside a day', she didn't. So I called again next day, she said that call direct to him(Mr. Cho) or wait!
But I couldnt wait forever. When I called Mr. Cho, he just said(without apology) that he had day-off for 3 days. Once I expressed actually dissatisfaction about this irresponsibility, I was treated quite rudely by Mr. Cho. Stunningly, he did not have any information about this problem and he thought little of that I didn't want to repeat because I had to say it whenever I communicated with someone at Singapore Airlines.
Because Mr. Cho didn't care about my needs as a customer of Singapore Airlines, I wanted to talk to a station manager who could manage this at a time. But he did not know the phone number. So I asked what phone number of the head office is and his answer was just I don't know. I asked him why he didn't know it and he just told me that he didn't know.
When I told him that I got a direct phone number of station manager(It's true) and that I didn't want to talk with him any more, he was being rude he said "Because you do so, there is no way." and then he connected me with an assistant manager Alex Chung. It seemed Mr. Cho was mocking me!!!
I was disappointed to Singapore Airlines because of People like Ms. Song and Mr. Cho. I don't restore my confidence in Singapore Airlines again. The problem was that neither Ms. Song nor Mr. Cho (including customer center manager) would consider the feeling of customer. And it is care noting about customer's complaint (I forget that name of a man who is a member of marketing)
Ultimately, I believe that it is SIAs responsibility to notify its customer of any delay or change that it makes to compensation. It should not rely solely on a branch in Korea to do so. I am also disappointed with Singapore Airline because its agents were not being very understanding and continued to escape from the error.
I heard that you left the matter to Soo in USA. But she was so busy that my brother communicated barely, besides she not only demanded too much (visit your office, send a document about $500 by mail, and wait.. etc), but also she didnt know what she did and how she dealt with a matter(she said that she had no empowerment to manage it).
This was my brother's first time flying on Singapore Airlines, and to be quite frank, it was not a pleasant experience at all. My family has flown various Airlines for many years, but we have never had a problem like this. It was one of the worst flying experiences of ours. While the circumstances resulting from the overbooking was beyond anyone's control, the manner that the situation was handled was unprofessional.
I have thought that Singapore Airlines has been the best at Customer Service. However, the lack of concern for the customer on recent flights, and particularly a customer call, will lead me to begin flying other airlines if I do not hear an appropriate response from you. The whole chain of events that happened was simply a total lack of respect for the convenience and service to the customer.
Does Singapore Airlines really not care if customers call for help? I can't understand as a person working related to customer. I think that my brother and I deserve to apology from you for your companys irresponsibility, rudeness and impolite manners. All we received were a apology for forms sake.
Eunha
Kyunggi, 411352
South Korea
