Written on: 07/10/2008
Good cabin crew.
Ground staff were inept.
SIA profits sky high but at what price. All my business and family travels are on our national carrier but that is about to change after my latest experience with SIA.
It started with a request to redeem online tickets for my family for an upcoming holiday to Vancouver. Attempts to make the booking online were futile as the return dates were unavailable.
Thinking it was a glitch in the system, I called and was told there were several tiers in Economy class and if I were to upgrade to the next tier, tickets were available. This simply meant instead of getting 2 redeemable tickets for my kids with my frequent flyer miles, I could only get one. Not exactly what I wanted.
This started an email exchange with SIA that included the following:
1. The carrier suggesting that my kids take the 1st leg of the flight on SQ and the 2nd leg on Air Canada, a Star Alliance carrier.
2. SIA insisted that I pay up immediately for the 1st leg tickets at the SIA office at Paragon. Upon reaching there, we were told that we had to make our own bookings for the 2nd leg on Air Canada.
3. Only after my persistent emails did SIA finally agree to make the commercial bookings for the 2nd leg on Air Canada
4. However, after SIA made the bookings on Air Canada, I was informed of the cost of the 2 tickets for the 2nd leg. To put it simply, it was more than the cost of flying the 4 members of my family on SQ.
It's a real shame that the hard-earned reputation of the cabin crew was so easily tarnished by the inept performance of the ground staff. The numerous email exchanges over a period of 2 months left me with one result; I purchased all 4 tickets and was unable to redeem my frequent flyer miles. Well done SIA, you managed to wear me out and was victorious in making me pay for my tickets instead of redeeming them. It will surely give you the much sought after healthy bottom line the company ruthlessly strives to attain. After all, what's one dissatisfied customer to a giant in the airline industry.