SIA Reservations Is Really Crap

[The High Flyer]

Was told to contact Reservations (62238888) to get myself confirmed on my waitlisted seat, provided seats were available. Called at 5:00pm, put on hold. 45 minutes of music-listening later, I gave up. Called Krisflyer Membership Services (67898111) to seek help, though I knew chances were minimal. They confirmed that I was still on waitlist but otherwise couldn't do much.

Called Reservations again, but each time I chose the option for Check Waitlist Status the recorded message just said they were busy and hung my call up. No option to be put on hold. Called a few times, even chose another option, Reservations in Economy Class. Same result. Called again near 6:00pm. This time I accidentally let the response time lapse. They couldn't recognise my input, and I was magically put on hold.

It's now 6:32pm and I have been listening to music for 35 minutes. In all, I've been sitting by the phone for 1.5 hours. And my booking is still on waitlist.

If nothing comes out of this, I'll book myself on JetStar tomorrow (this booking was made by my corporate TA). But I (actually the sponsor) will be paying almost full-service airline rates for a budget airline seat. And I will have spent countless hours managing this stupid thing. And I'll miss the inflight service that even other airlines talk about. Someone in the airline has to do something about their pathetic Call Centre.

[LionCity]

This has been a constant complaint among many travelers and some letters sent to the local press. I think the problem could be that SQ did not expect the pick up in travel and have not put in resources (read: Cost savings) in beefing up to meet demand. SQ has also launched the change in booking on the internet (I think it is limited in application as I have never used it) and thinking it will take away some load.

The other issue is that it is difficult to get people to become reservation service staff due to shift work, low pay and facing the brunt of difficult and often unreasonable customers.

[The High Flyer]

What I'm not happy about is that my booking may have been cancelled by now due to the passing of the ticketing deadline (6:00pm today). However, this is hardly my fault. I did try to call in an hour before that, but the lack of resources meant that my call couldn't be entertained. Hmmm...

[quik!]

I had the same problem. What a load of CRAP their hotlines are. I had a waitlist expiring a few days ago, so I called up the KF hotline to get it extended,and I think the call went to India. Was answered by a representative and was told that all are was busy (at that point I didn't know if it was a recorded message or a representative speaking, coz she spoke like a robot) and I had to leave my details and my phone number so that she can get back to me WITHIN 24 hours. I found it funny that they had someone to record down my phone number, instead of assisting me with my query.

Guest what - 3 days later no call.

NOTHING.

[The High Flyer]

Thankfully, the folks at SIA Reservations took the initiative to extend my booking by 24 hours, rather than let the booking lapse. So I had a new ticketing deadline of 6pm today. And this morning, my TA removed that booking and put in a fresh one, with another new deadline, 6pm tomorrow. So not all is lost. I'm just hoping for a seat to show up in time so I can fly by SIA rather than Jetstar Asia.

[andySYD]

When you call the 6223 8888 number, why not press the option to speak to someone rather than the option to check the waitlist status? That's what I normally do...

[The High Flyer]

Thanks andySYD. But I thought both Option 2 (Reservations on Economy Class) and Option 3 (Check Waitlist Status) bring you to a "live" agent? There's no Option 0, which is usually the option to speak to someone on "generic" matters.

Anyway, my wonderful TA managed to get me booked on SQ172 for Wednesday! Thank goodness someone pulled out of the queue less than 48 hours before the flight!

[MegatopLover]

I had booked two J tix between SIN and BKK, one for Mr. Megatop and one for me. He asked me to change the departure time to an earlier flight so he can get back in time to vote in Thailand's upcoming election. I tried to do it online but the website wouldn't let me. I figured it best to call the Singapore main reservations line, the one listed as "24 hours," though I'm not sure if it's the number you guys listed above. I didn't get an option to selection First/Business Reservations-- in fact, no options at all other than instructions to call a different number for KF redemptions. More than 10 minutes on hold long-distance US-Singapore, and I gave up. (This was weekday noon US time, 1 am Singapore time.) Called the 1-800 line in the US, punched the number for First/Business and promptly got a real person who changed the bookings painlessly, as I confirmed by logging into our accounts online.

I have definitely had problems getting a person to answer the "24 hour" reservations line in Singapore before. It is without question the single worst aspect of SQ's service. Far far far different from all other aspects, actually.

[The High Flyer]

Yep. When I managed to get through to SIA Reservations (62238888) last night at 11pm, I explained my situation to the guy who took my call. He was very polite and didn't hesitate to apologise, but I told him it wasn't his fault. He explained that at night, there are less people manning the lines and they have to take calls that originate not just from Singapore but also overseas.

I have always admired the airline for its impeccable inflight experience. I am neutral about the service from its ground crew (check-in, boarding, etc). But I'm totally disappointed with its Call Centre.

[sporadic]

Was told to contact Reservations (62238888) to get myself confirmed on my waitlisted seat, provided seats were available. Called at 5:00pm, put on hold. 45 minutes of music-listening later, I gave up. Called Krisflyer Membership Services (67898111) to seek help, though I knew chances were minimal. They confirmed that I was still on waitlist but otherwise couldn't do much.

Called Reservations again, but each time I chose the option for Check Waitlist Status the recorded message just said they were busy and hung my call up. No option to be put on hold. Called a few times, even chose another option, Reservations in Economy Class. Same result. Called again near 6:00pm. This time I accidentally let the response time lapse. They couldn't recognise my input, and I was magically put on hold.

It's now 6:32pm and I have been listening to music for 35 minutes. In all, I've been sitting by the phone for 1.5 hours. And my booking is still on waitlist.

If nothing comes out of this, I'll book myself on JetStar tomorrow (this booking was made by my corporate TA). But I (actually the sponsor) will be paying almost full-service airline rates for a budget airline seat. And I will have spent countless hours managing this stupid thing. And I'll miss the inflight service that even other airlines talk about. Someone in the airline has to do something about their pathetic Call Centre.

Jetstar? Don't try. It's worse. I booked 24 tickets online for my team going up to Vietnam on the 8th, and it was a nightmare keying in everyone's details. Phone bookings are an extra $10 per pax, and payment by credit card $3 per pax per segment. To make matters worse because the total bill came up to $6240, and I didn't have a credit card, I paid within the stipulated 48 hours in 5 instalments only to be told that the last 4 instalments weren't reflected on the receipt, after the first 24 hours so they bumped up my ticket prices by $744 (extra $31 per pax). First instalment done on day of booking, second to fifth instalments the next day. Then when I call to clarify they tell me "pay up the 744 or else everything will be forfeited". And when I pay up to avoid forfeiture the 744 is reflected on the final receipt quicker than lightning and before I can even clarify the entire matter that's the end of my 744 already.

That's Jetstar for you. I'd rather use SIA's call centre any day. And pay solely what is reflected on the website.

[sohjonathan]

Ladies and Gentlemen,

Here's a (Tried and Tested) trick that I've learnt to avoid the longggg waiting times and get to the SQ representatives..

Do not bother calling the SQ Call Centre Hotline (+65 6223 8888) at all.. Its a plain waste of time, trust me..

Instead, call the SQ Internet Helpline (+65 6580 7005).. The call will eventually lead to a representative in the SQ Call Centre.. It will take much much faster, trust me on this.. I used to this number to change my flight date and waited only about 10-15 minutes..

Cheers !

[CGK]

Sorry to hear about everyone's experience here. But, to balance the reality, Monday, Singapore time, between 8am till 3pm, I made 5 calls to 6223-8888 using Skype, to change my reservation etc. All 5 calls were answered less than 3 minutes.

[Singapore_Air]

Interestingly from London, I used to have to hold 15 minutes+. Now with the Indian call centre I hold around 3 seconds.

[KeithMEL]

Interestingly from London, I used to have to hold 15 minutes+. Now with the Indian call centre I hold around 3 seconds.

Ditto from Melbourne.