I recently undertook a Journey between Delhi - Jakarta - Delhi in June and July 2013 on an official trip with Singapore airlines as the preferred airline due to their strong customer service
However my recent experience on 4th July on flight SQ 408 from Singapore to Delhi (final leg of return Journey between Jakarta to Delhi) has been very frustrating to say the least
I faced several challenges with Singapore Airlines Customer Service with Air Cabin Crew non -responsive to my discomfort and complaints, to me getting knocked down by a co - passenger baggage in overhead cabin and Air crew not even warning them and helping me out of the situation
When I demanded this to be brought to notice of the Senior CaBin Crew I was rudely told to be silent. I pushed myself to the Senior Flight Steward the case and his behavior was even more surprising. He threatened me to be quiet and sit on my seat else he would hand over me to the Airport Authorities in Delhi
When I refused to budge he made me sit in a discomforting seat (even there he struggled to make customers agree to give me an empty seat- some customers told him to back off and he agreed that demand)
Finally when I managed to get a seat with two other Indian co-passengers who seemed freindly to me and I requested for an official complaint form, he gave it very grudginly
The serious shocker came when he and his cabin crew collected the filled up complaint form and put it in the Food Trash bin
My co passengers observed and pointed this to me
I demanded them to give back the complaint form to enable me to write more feedback. To my horror the crew refused to admit that I gave them the Feedback form. When my co passengers confronted them with fact they feigned ignorance and said that they could have mistakenly put it the trash bin since it was handed to them at a time when they were collecting the food trays
I managed to file a complaint at their online website and what was even most shocking was the followup by the Manager - Marketing on 5th of July 2013
He did a complete eyewash process for entire one week and today on 11th of July 2013 he tells me while admitting that his employees were lying and should not have disposed the complaint form, the fact that he cannot do much for my lost mental peace and harassment except offer me a token 75 or 100 sing dollar coupon for shopping next time I travel with them.
When I told him, I have no intention of travelling with them after going through such an experience except the fact that they could compensate by reinstating the same experience for me by offering a journey on same route with a pleasant experience he simply refused
May I request your forum to take this matter to highest level in Singapore Airlines and even outside on the social media to get my due justice as a consumer
Warm Regards
Nitin Kakkar