SIA & SilkAir Reservations System Upgrade on 8 Jul

[CarbonMan]

Yeah the website has officially gone down three time this weekend, one unscheduled, the follow up times scheduled (surprise surprise).

It's been over a year since the letter from the CEO, and nothing has changed. If I didn't have so many points with them I'd change to another carrier. Their arrogance is sickening.

I don't think it's an issue of arrogance, which infers that they are intentionally bringing the system down to give us customers a hard time. It's probably a combination of poor planning, not having the right people making the right decisions, cost management and bad luck. My two cents.

[benlee]

What a farce of a website. Can't recall any other major airline where customers have to put up with this kind of problem for so long. Even worse is trying to get them to change flights. Always either on wait list or not available. And this seems to be happening with increasing frequency.

[ozdude]

I don't think it's an issue of arrogance, which infers that they are intentionally bringing the system down to give us customers a hard time. It's probably a combination of poor planning, not having the right people making the right decisions, cost management and bad luck. My two cents.

Actually it doesn't infer that. My comment regarding arrogance is their refusal to acknowledge that there are long term problems. The CEO hasn't made a statement since July 2011, where he stated that he wanted to win people's confidence back. Since then, no change to the website, no public statement regarding the website issues.

If it's not arrogance they should show some courage and produce another letter outlining the persistent problems and how they plan to tackle it. The public perception won't change until they concede.

[ahtiong]

Tried to make a booking from KCH - HKG on MI/SQ but encountered problems on the SQ website. I called SQ Reservation and the bugger said "you need to call Silkair Reservation". Called Silkair Reservation and the lady said "you need to call Singapore Airlines Reservation". Truly hopeless imbeciles!

[Dickson]

Pls note that with the Amadeus switch, there's been a change in the "Change Bookings" function.

Previously, after you've made a reservation (and paid for it), you can make a change on-line at any time before you commence the first leg of the journey. The "change booking" button will direct you to the booking page, and you essentially make a fresh booking from scratch. You can change the itinery (but the starting city cannot be changed), change the dates of travel, add in stopovers etc. Of course, you'll need to pay for any price difference, or conversely, you may get a refund if you find a cheaper ticket online.

After the Amadeus switchover, the "change booking" function is now restricted SOLELY to change in dates of travel. You can no longer change the itinery (eg : switch from travelling to Shanghai, instead of Beijing), or add any stopovers.

The problem is that the ticket you originally purchase may have very flexible travel conditions. For eg, 1 stopover allowed, or 2 stopovers allowed, or re-routing allowed. But there is no way to take advantage of these, once the booking is made. You'll need to call SIA Reservations to make such a change. However, SIA Reservations will then say that such changes are allowed only on-line and ask you to do so on-line. If you ask them to do it for you, they'll re-price the ticket and it can be a significant difference. Anyway, I spent DAYS arguing with them on this over a recent reservation and they finally relented. But it was a hassle.

Just want to share this with everyone, so they are careful if they've used the "Change booking" function previously and assumed that it remains the same.

[scooby5]

I can't make a booking at all.

Trying to do SIN-HKG next month. Search flights and pick flights, so far so good but hit continue and it basically just refreshes the page......round and round in circles, where it stops nobody knows. USELESS!

Singapore Airines.....let me tell you something, for S$755 I'll take my money somewhere else and save a fortune doing it. You have balls indeed charging more for flights when you can't even get the basics to work. I was pleased with my first ever Qantas flights a couple of weeks ago so..... THERE ARE OPTIONS.



EDIT: Just tried another flight section for Phuket also next month and got;

'Sorry, we are unable to process your request, please try again later or contact your local Singapore Airlines office. '

[scooby5]

Go to SilkAir to book tickets, get redirected to SQ.....okay, fine.

Finally got tickets..... okay, fine.

Cannot assign seats because the flight with MI is a 'Partner Airline' but with MI cannot assign seats because ticket was issued by SQ. Round and round it goes....again, where it stops nobody knows.

[jjpb3]

Go to SilkAir to book tickets, get redirected to SQ.....okay, fine.

Finally got tickets..... okay, fine.

Cannot assign seats because the flight with MI is a 'Partner Airline' but with MI cannot assign seats because ticket was issued by SQ. Round and round it goes....again, where it stops nobody knows.

Have you tried the advice from this thread:

http://www.sqtalk.com/forum/showthread.php?t=12938

[SQ380]

Singapore Airlines' staff at Changi Airport and their city office at ION; and the public, accessing the infamous www.singaporeair.com site are all facing technical issues.*

Seats cannot be requested at this time for my SQ flight this Friday, 17/08/12. I have been informed by the Airline staff that this has been the case for the past 96 hours, and Management is "looking into the matter".*

Requests / preferences can only be entered in the SQ reservations system, but there is no guarantee that these seats will be available 48 hours prior to departure / airport check-in.

[scooby5]

Have you tried the advice from this thread:

http://www.sqtalk.com/forum/showthread.php?t=12938

Thanks, I can't get the new mobile website to work either. The Android app on my tablet also no longer works...... Forced Close.

Thankfully the girl on the phone sorted me out with seats, and a child meal.

My issue had been when requesting seats for the three of us we could only put in Isle/Middle/Window with no guarantee they would even be together but hotline completely understood and had us sorted quicker than it even took me to book the tickets in the first place.

[ozdude]

Singapore Airlines' staff at Changi Airport and their city office at ION; and the public, accessing the infamous www.singaporeair.com site are all facing technical issues.*

Seats cannot be requested at this time for my SQ flight this Friday, 17/08/12. I have been informed by the Airline staff that this has been the case for the past 96 hours, and Management is "looking into the matter".*

Requests / preferences can only be entered in the SQ reservations system, but there is no guarantee that these seats will be available 48 hours prior to departure / airport check-in.

Absolutely pathetic.

It's just staggering that they haven't come out and admitted there are serious problems. Their PR manager and business managers must have no idea how to engage customers. Their Facebook page is becoming littered with more and more complaints regarding the booking system

Honestly, people accept mistakes, happens all the time, but not admitting them after all this time just p1sses people off. Are SQ all mad?

[KC*]

Managed to select seats on MI using the mobile website but a couple of days later, the selection disappeared on the outbound leg.

Now even the mobile website does not allow me to make seat selection on that one solitary sector!

The return leg selection was unaffected.

On another flight on MI I have no problem and still have no problem.

Sheesh...

[cscs1956]

Absolutely pathetic.

It's just staggering that they haven't come out and admitted there are serious problems. Their PR manager and business managers must have no idea how to engage customers. Their Facebook page is becoming littered with more and more complaints regarding the booking system

Honestly, people accept mistakes, happens all the time, but not admitting them after all this time just p1sses people off. Are SQ all mad?

The whole working culture has changed. Believe the booking system is not managed by their own (SQ).

Remember the screw up booking of my KL-SGP flight. The first answer I get from the girl at counter (SQ uniform) -- "they screw up again ..." Immediately I asked - who are they !

I was expecting - "system screw up" or "something went wrong" vs "they".
Finally "they" compensate with some KF miles, but when I wrote to them again some 4 weeks later. "they" forgotten about it and credit my KF account in 2 days!!

[RHG]

Their Facebook page is becoming littered with more and more complaints regarding the booking system

Something i saw on their facebook page:

"Why Stewardess look so old? lol"