Some of you may remember the completely unexpected and uncharacteristic problems I ran into during my first ever Singapore First award trip to Bali back in January. I flew from IAH-DME-SIN-DPS for 70k United MileagePlus miles (booked during the Singapore glitch), but had a non-functioning TV, broken seat that would not recline, and food incidents(hair in the dish and food poisoning) on two legs of the trip.
Singapore first responded back in February and I thought their compensation offer was a little stingy, most readers thought it was just plain horrible. For a flight with an average first class fare of $8000 each way, they offered me $242 voucher. They would not discuss the food poisoning issue at all as they had only “received reports of 22 passenger complaints. Reports of 40 or more are required to investigate airline responsibility“. OK, so forgetting my 24 hours of sickness, $242 still seemed off for an inoperable seat and TV in first class and some hair in my dish. With the coaxing of several readers, I responded back to the airline…and received no response until today. Here is their updated response:
Dear Mr Point Me to the Plane,
I am following up on behalf of Mr xx who is no longer with our company. In addition, Ms xx has transferred to another department. Having reviewed your case again, we would like to apologise once more for your disappointing experience onboard flight SQ61 /10 January 2013. We note that the in-flight entertainment system at your seat was not functioning properly, and that you had difficulty reclining your seat. We also regret the in-flight meal issues that you had faced.
That being said, we hope to seek your understanding that we are unable to provide compensation under these circumstances. We regret to inform you that we are unable to refund you any UA miles that were utilised to redeem the above mentioned flight and we hope that you will reconsider our offer of the proposed SGD300 transportation voucher. As per your request, I have also forwarded your request on to the Customer Affairs Senior Management team.
I look forward to hearing from you, Mr Point Me to the Plane
Customer Affairs Manager
Singapore Airlines Limited
For an airline with world class customer service, I’m just not feeling the love!
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