I had just had a bad experience with the 24 hours call center with Singapore Airlines. Apparently, they have outsourced their customer service hotline to some company in India. I have to wait a total of 5 days to have my tickets re-issued via the phone/internet. The story goes like this...
I booked 3 tickets, one for myself and 2 for my daughters to fly from SFO to HK. I realised my daughters' last names were missing when I printed out the e-tickets. So I called the hotline number for US and it was re-directed to some company in India. The representative insisted that I made a mistake and insisted that I have to pay US$100 for each name change. I told them their first and middles names were right except missing last names and NO ONE knows if it was a mistake made by me or the system. So anyways, I asked to speak with the supervisor and explained to him that it was a genuine mistake (even if it was by me) and I have no intention to cheat the airline and hope that he can waive the penalty fee. He said he will have to check with the issuing office and he said I have to fax the girls passport to the issuing office. He also said he is unable to commit to anything and I have to wait for 5 days for an answer. Well, of course I won't agree to the 5 days and wonder why it will take so long for them to authorise to re-issue me the tickets. Anyways, I insisted to have the answer on the same day. He called few hours later and said he is unable to waive but he will reduce it to pay$50 per name change. Well, I just wana get it done and over with so I agreed. Well, this time... I have to wait for 24 to 48 hours for the issuing office to call me! Ok I waited for 48 hours, NO CALL. I called them back, and they promised to call me within an hr which they did. A lady left a message on my voice mail because I was attending an event at my daughter's school. So I called their hotline again... (I will have to wait at least 15 mins for a representative). This time she said the lady at the issuing office is on the phone and she will call me back again in 10 mins. Well, she called and left a message before I could pick up the phone. Again... I have to wait a whole 30 mins when i call the hotline to speak to someone and when i managed to talk to her... The ENTIRE computer system is down!!! I was furious and it was late at night and I have to put my kids to sleep! They promised me to call me and email me when i wake up in the morning. Well it was 10am and NOTHING was done as promised. This time, I CALLED the SIngapore hotline instead but still to speak to someone who is also from outsourced company in INDIA. He made me wait for a whole 30 mins again and then said he will liaise with the LA office to issue my tickets. Gosh! He called and we did the entire re-issuing process. He said he will send me an email with the new etickets. He did sent and called me. He sent a total of 6 emails (3 duplicate) with the WRONG NAMES as before!!! Can't believe I m living through this nightmare! He then asked me to hold on and then sent me 6 emails again with the right names! While talking to him to check each e ticket, I rec'd one email (with eticket) with the wrong names! Well... I am speechless. I am glad I did not have a heart attack!
The tickets were finally issued with the right names and lets hope nothing bad will come out again coz my weak heart can't take it.
I would like to say this... SQ being the No. 1 airline in the world has produced such lousy and inefficient service, I m totally disappointed and unexpected. Again... I m exhausted with the frustrations I have been put through. I strongly hope that SQ can look into outsourcing to a company who knows what they are doing!
I hope to lodge a complaint with SQ and not having to talk to the outsourced customer service people from India but they said this is the ONLY hotline I can call for SQ. That means... The entire SQ staff in Singapore were outrun by these people who do not know what they are doing? NO staff in Singapore who can help? They are behind the scene? I just want them to know that they have put their reputation with the hands of a group of untrained, incompetent and inefficient people. Good Luck but they have lost one royal customer here.
T
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