debonair
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Joined: Sat Jan 03, 2004 10:50 pm

Singapore Airlines-unbelievable Experience!

Thu Mar 29, 2012 1:41 pm

Hi to you all, I would like to share a moment of unbelievable customer service of SIA.

I was booked from JFK to FRA and I hold a 2nd, separate ticket for FRA to HAM on LH (totally different booking!). Unfortunately, the SIA airlines flight was 3-4hrs delayed, so the next flight was for sure gone. I called LH and requested to be rebooked against charge to a later flight, which was not possible at all (all flights up to the limit booked).

I head over to SIA and was expecting "Sorry Sir, these are 2 different tickets, you are in charge to make the connection, not SIA", or, "Sorry Sir, you payed the lowest promo-fare and we have only 3hrs delay, this is not a cancellation at all- don't make such hassle".

So arrived at the counter, without any sign of hope to catch the connecting flight, and I was greeted with: "Sorry for the delay, but SIA would like to offer you a free re-booking onto the next LH flight without any charges leaving NOW, or you might stay here with us and 3 hrs delay!"

WOW, I was expecting at the maximum a snack voucher, but never ever a free re-booking for a 3 hrs. delay (especially after paying the lowest ticket-price)! Thank you SIA!

Anyone out here with same experiences with other carriers?!
 
aloges
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RE: Singapore Airlines-unbelievable Experience!

Thu Mar 29, 2012 4:22 pm

Quoting debonair (Thread starter):
Anyone out here with same experiences with other carriers?!

Yup, in my case it was LH. I was booked on DL from LGA to ORD and then on LH from ORD to STR via DUS - different bookings and with five hours to make the connection at ORD. I arrived at ORD eight hours late due to weather delays on the previous evening. A lot of people were still stranded in New York and nobody thought to increase capacity, so it was a pretty annoying situation.
As I arrived at the LH check-in at ORD and the agent started typing after I had given her my passport, I asked if she was actually checking me in. "Yes, I am indeed" or so was her reply - they simply sent me via MUC which was the next outbound flight to Germany. I didn't pay a cent and even got extra miles.
Presumably, the DUS flight had been overbooked and they were happy about everyone who didn't show up, but it was still a very nice surprise.
Don't cry because it's over, smile because it happened.
 
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airbuseric
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RE: Singapore Airlines-unbelievable Experience!

Thu Mar 29, 2012 5:42 pm

Did your flight have the Economy class seats on the upperdeck? Or was it the new config?
"The whole world steps aside for the man who knows where he is going"
 
Birdwatching
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Joined: Sat Sep 06, 2003 10:48 am

RE: Singapore Airlines-unbelievable Experience!

Thu Mar 29, 2012 6:01 pm

Wow, this is amazing.

I can share an experience from the other end of the scale:

I had a flight on JAT connecting through Belgrade, but on 2 different tickets. Shortly after booking they re-did their summer schedule and a bunch of flights were changed by up to half a day. My inbound ended up arriving after my connection was scheduled to leave. Same airline, but, I know, different tickets so it is my own risk.
I called them just in case, and they actually LAUGHED at me on the phone, telling me I have booked 2 tickets and it is my own fault.

Needless to say, I cancelled the whole trip (got a full refund for the time-changed flight but lost half the fare on the other one) and will never fly on JAT again.

Soren   
All the things you probably hate about travelling are warm reminders that I'm home
 
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airbuseric
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Joined: Sat Jan 22, 2005 1:24 am

RE: Singapore Airlines-unbelievable Experience!

Thu Mar 29, 2012 7:22 pm

Quoting Birdwatching (Reply 3):
I can share an experience from the other end of the scale:

I had a flight on JAT

A rubbish airline indeed, also when I read the latest tripreports on them...
"The whole world steps aside for the man who knows where he is going"
 
jetblue777
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Joined: Fri Jul 17, 2009 4:13 pm

RE: Singapore Airlines-unbelievable Experience!

Thu Mar 29, 2012 9:15 pm

Quoting airbuseric (Reply 2):
Did your flight have the Economy class seats on the upperdeck? Or was it the new config?

I believe SQ only utilizes the A380 with an upper-deck Y-Class on their JFK flights.

To the OP, great customer service indeed! Will be flying on SQ and it's little sister this summer on JFK-FRA-SIN-CEB/MNL R.T. So your experience definitely made me more excited!  

jetBlue777
It's a cultural thing.
 
debonair
Topic Author
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Joined: Sat Jan 03, 2004 10:50 pm

RE: Singapore Airlines-unbelievable Experience!

Thu Mar 29, 2012 11:07 pm

Quoting jetblue777 (Reply 5):
I believe SQ only utilizes the A380 with an upper-deck Y-Class on their JFK flights



I had the "old" config- have a look on the previous flights: http://data.flight24.com/flights/sq26/
 
cedarjet
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RE: Singapore Airlines-unbelievable Experience!

Fri Mar 30, 2012 12:59 pm

Some friends and I are going to Bangladesh next month to fly Biman's DC-10 and F-28 aircraft. For the final leg, we decided upon their DAC-KUL flight, which was scheduled as 747, op by Air Atlanta Icelandic. Seemed pretty cool! But then it changed in the schedule to an A310, which is still interesting but not as much, so we decided to try changing our ticket from DAC-KUL on day 1 to DAC-HKG, op by DC-10, on day 2. So it's a different route, on a different day; and the tickets were cheapo discounted Y.

I went to Biman's office in London without much hope, and they cancelled the DAC-KUL with full (100%) refund, booked the DAC-HKG for the next day, and I only had to pay the difference in fare - £38 per passenger. And they gave me a nice cup of tea with some biscuits while they were doing it.

Here's to the old school - I heart Biman Bangladesh.
fly Saha Air 707s daily from Tehran's downtown Mehrabad to Mashhad, Kish Island and Ahwaz
 
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OA260
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RE: Singapore Airlines-unbelievable Experience!

Fri Mar 30, 2012 8:32 pm

Quoting cedarjet (Reply 7):
I went to Biman's office in London without much hope, and they cancelled the DAC-KUL with full (100%) refund, booked the DAC-HKG for the next day, and I only had to pay the difference in fare - £38 per passenger. And they gave me a nice cup of tea with some biscuits while they were doing it.

Here's to the old school - I heart Biman Bangladesh.

Yes Bimans staff in Conduit Street are like a close family and their hospitality is amazing. I used to work in the same Street and new a few of them in there.

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