| Name of Complainant | |
| Date of Complaint | December 4, 2024 |
| Name(s) of companies complained against | singapore airlines |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
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I am writing to formally request your assistance in resolving a complaint against Singapore Airlines regarding the significant inconvenience and distress caused during my recent journey. Below are the details of my travel and the issues I encountered:
Travel Details
– Flight Number: SQ282 (Auckland to Singapore)
– Date of Travel: 30th November
– Final Destination: Bombay (via Singapore)
Issue Summary
1. Flight Delay:
My flight from Auckland was delayed by 4.5 hours, causing me to miss my connecting flight to Bombay. I was rebooked on an alternate route via Singapore to Delhi, and then Delhi to Bombay, leading to a substantial delay in reaching my final destination.
2. Layover Issues at Singapore Airport:
– Due to the delay, I had a layover of approximately 7-8 hours in Singapore.
– At the transfer counter, I waited nearly two hours to receive information about my next flight, which was still six hours away.
– Although I was provided with a meal voucher, it was insufficient for the prolonged wait and discomfort. After repeated requests, I received a lounge voucher, but this did not adequately address my need for rest and safety, as I was traveling alone and concerned about my luggage in the public lounge area.
3. Layover Issues at Delhi Airport:
– Upon arrival in Delhi, I faced a layover of 8-9 hours. I was assured by Singapore Airlines staff in Singapore that I would receive assistance at Delhi Airport.
– However, no staff were present to assist me, and no contact details were provided.
– Airport security eventually contacted Singapore Airlines ground staff, who stated they had not received instructions to provide me with support, including accommodation or refreshments.
4. Safety and Comfort Concerns:
– Stranded alone late at night in an unfamiliar city, I felt unsafe and unsupported.
– I attempted to book the nap and shower lounge but found it fully occupied.
– I was forced to book a hotel outside the airport and arrange transportation at my own expense, adding to my distress.
5. Baggage Miscommunication:
– Singapore Airlines staff in Singapore assured me that my baggage would be forwarded directly to Bombay. However, upon arriving in Delhi, I was informed that I needed to collect and recheck my baggage.
– As I had exited the arrivals area, retrieving my baggage was challenging due to airport policies. Airport security eventually assisted me in locating my luggage, but I received no further support from the airline.
Impact of the Experience
This ordeal caused significant emotional distress, left me feeling vulnerable and unsafe, and resulted in financial losses due to unplanned expenses for accommodation and transportation. I reached my final destination 22 hours later than scheduled, with no adequate assistance from the airline.
Compensation Request
I respectfully request compensation for:
– The substantial delay in my journey.
– The costs incurred for accommodation and transportation during my layover in Delhi.
– The emotional distress and inconvenience caused by the lack of support and mismanagement by Singapore Airlines.
I trust you will take this matter seriously and intervene to ensure a fair resolution. Thank you for your attention to this matter. I look forward to your response.
Yours sincerely,
Vaishali
