Why Singapore Airlines Customer Service Sucks

Angry woman while talking to phone

I wanted to purchase a one-way ticket from Singapore to Hanoi to help me complete my journey back to Hanoi, Vietnam, from a visit to the United States. Purchasing a ticket online from an airline should be an effortless thing to do, but not with Singapore Airlines. It took me hours of my time to get them to respond.

Flight Tickets Comparator Kiwi.Com ...
Flight Tickets Comparator Kiwi.Com Review

It took me an entire day to purchase a straightforward ticket with Singapore Airlines. Their website did not work, and in fact, they took out my payment from my credit card three times but never issued the ticket. It took me over 2 hours and 30 minutes of waiting on the phone even to get anyone to talk to me about my ticket.

Singapore Airlines’ customer service sucks, which is shocking for an airline with so many high ratings and travel awards. The truth is that their customer service does not deserve a 5 -star rating; I would barely give them a one-star.

Buying a Singapore Airline Ticket Online Is A Terrible Ordeal

Trying to buy a Singapore Airline ticket is a terrible ordeal. I went online to sign up for an account, but there were so many issues with their website.

Here are some of the issues:

Singapore Airlines Took Money Out Of My Account Three Times But Never Issued A Ticket

Yes, you got it. Singapore Airlines took the cost of my airline ticket out of my account three times but never issued me a ticket. Their system never even told me they took the money out until I called my bank to ensure it was not blocking the transaction.

When I called my bank, they informed me that the transaction had gone through three times already, and as I was talking to my bank, the Singapore Airline system sent me an email to ask to complete my booking and pay them a fourth time. Seriously? Someone needs to fix their website.

Singapore Airlines Website Did Not List My City In Wisconsin For Me To Register

Even more comical with this airline is that they asked my country, state, and city when I tried to register for an account. When I looked at the city list they gave for Wisconsin, it did not include my town of New Berlin, outside Milwaukee, Wisconsin. If an airline requires that you put in a city name from a drop-down menu, they need to list all the cities there or allow people to write in the correct town.

Singapore Airlines Would Not Allow Me To Adjust My Name

Even more crazy is when it came time for the checkout, I could not adjust my name to reflect what my bank had on the card. The system was forcing me to use the name of the ticket as the purchaser’s name.

What would happen if someone else was purchasing this ticket for me? That would seem to be impossible on the Singapore website. I have never seen this on any other airline websites.

Change Email Password Request Never Came

I had to try to register a few times on their site with different email addresses. Thank goodness I have a few email addresses to try to do this.

For my Gmail account, which I first tried to use for my ticket, I tried many times to ask the system to send me a new password after I verified my account. Well, the password request never came. I checked the junk box and all kinds of places on the internet, but it simply never came.

The funny part is that even though I could not get a new password reset or online for that account, they still charged me for two tickets under that account.

Singapore Airlines Has Terrible Phone Support Which Really Sucks

No customer should have to wait on the phone for more than an hour to talk to any airline representative to find out information on their ticket. I had to wait over 2 hours, but all their phone numbers did not work.

Here are a few reasons why their customer support in the United States is so bad:

  • Phone 1 800 742 3333 does not work – I called the phone 1 800 742 3333 many times, and each time the number rang like twice, and then I got a busy signal. I get if an airline is busy, but having a number that will not ring through is just nuts.
  • Phone 1 833 727 0118 I called United and asked them to help me find another number for Singapore Airlines in the United States. They kindly gave me this number which worked but I had to wait on the phone for over 2 hours or longer to try to talk to someone.

Took Singapore Airlines Customer Service 2 hour And 28 Minute To Answer My Call

Call time proof with a customer service agent
Call time proof with a customer service agent

When I called Singapore Airlines 1 833 727 0118 number in the United States to figure out the charges and my ticket would not be issued online, it took them exactly two hours, twenty-eight minutes, and thirty-four seconds to answer my call.

I get it that COVID and the pandemic have stressed companies, but having such long wait times on the phone is unreasonable for any company – especially an airline with a 5-star service rating. In my opinion, there is no reason why any company should have such poor customers service that one phone number they provide will not ring through, and on the other number, you have to sit on the phone for over 2 hours to talk to the customer service representative.

To put this all into perspective, to handle my entire request and to get my ticket straightened out and issued my ticket only took twenty minutes and ninety-eight seconds. Still, it took me waiting over 2 hours and 30 minutes to get an answer to even talk to someone.

Kris Their Chat Bot Really Sucks

When you are on the phone waiting for customer service, they ask people to go to their website – which did not address my concerns or solve my issue and ask their bot Kris to help me. I found trying to work with Kris was utterly useless.

I asked Kris to give me some information, and some of the pages and links they sent to me had 404 errors. These were pages on the Singapore Airlines website, so their bot Kris is supposed to help customers give them information, yet the Kris bot sent me to Singapore airline website pages that did not even exist.

I fail to see how that is helpful for anyone.

For being a 5-star airline, Singapore Airlines needs to do something about their total lack of customer service, the website, Kris the bot, and the long wait time to reach someone to talk to. Expecting any customer to wait over two and half hours on the phone to issue a simple ticket is customer service that sucks!

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Anita L Hummel

Hi, I live in Hanoi, Vietnam but spend time traveling the region. I love to share with you things I see and learn through my travels.

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Why Singapore Airlines Customer Service Sucks