Singapore Airlines Reviews 

5 stars for the cabin crew – 0 stars for customer support.

What Singapore Airlines delivers in the air is, unfortunately, almost completely undermined on the ground by a deeply disappointing customer service experience. The support for the DACH region, in particular, is nothing short of appalling.

Customers are constantly passed from one agent to another. No one seems to take ownership, no one is familiar with the case history, and you are forced to explain the same issue over and over again. Rather than focusing on finding customer-friendly solutions, the system often gives the impression that its primary goal is to extract as much additional money as possible from the customer.

As long as the matter is straightforward, the communication remains polite. However, once a situation becomes more complex or legitimate questions are raised, the tone can quickly become dismissive, unhelpful, and far from customer-oriented. To make matters worse, an increasing number of processes appear to be handled by AI and generic template responses. Genuine personal service has become the exception rather than the rule.

After nearly 40 years of loyalty and countless flights with Singapore Airlines, I have finally reached my conclusion: my already booked Business Class flight will be my last with this airline. It is disappointing to see a carrier that once set the benchmark for excellence now seemingly taking its long-standing customers for granted.

The impression is that the success of previous decades has gone to the airline’s head. Customer care and loyalty appear to have been replaced by revenue optimisation, automation, and rigid processes.

Anyone judging Singapore Airlines solely by the onboard experience may still be impressed. However, those who require competent support on the ground may find themselves facing a very different reality.

For me, this marks the end of a relationship that has lasted almost four decades. In the future, I will be giving my business to airlines that value their customers not only in the air, but also when problems need to be resolved on the ground.

Extremely disappointing customer service from Singapore Airlines.

I received an email advising that Singapore Airlines had changed my flight schedule. My original itinerary included a 5-hour transit in Singapore, but due to this change, my layover has increased to more than 13 hours. As a result, I am now facing an additional 8+ hours sitting in an airport because of a decision made entirely by Singapore Airlines.
Since the ticket was booked through another carrier using frequent flyer points, I initially contacted the ticketing airline. To their credit, they genuinely tried to help. They searched for alternative dates, alternative connections, and even different airlines. After exhausting all available options, they explained that their options were extremely limited because Singapore Airlines was the operating carrier and advised me to contact Singapore Airlines directly.
What followed was some of the most frustrating customer service I have experienced from any airline.
The moment Singapore Airlines saw that the ticket had been issued by another carrier, they appeared to lose all interest in assisting. I repeatedly explained that I had already spoken with the ticketing airline, that they had very limited options available to help me, and that they had specifically directed me to Singapore Airlines. None of that seemed to matter. Every question, every concern, and every request was met with the same scripted response: "Contact your ticketing airline."
There was no attempt to investigate the issue, no effort to explore alternatives, and no willingness to take ownership of a disruption caused by Singapore Airlines themselves. Instead, they repeatedly passed the responsibility elsewhere and treated the matter as though it was someone else's problem.
What makes this especially frustrating is that Singapore Airlines had no issue changing an itinerary that had been booked five months in advance, yet when it came time to address the consequences of that change, they effectively washed their hands of the situation. They created the disruption but showed no interest in helping the passenger affected by it.
When I asked whether compensation would be considered given the additional 8+ hours of transit time, I was once again told to contact the ticketing airline. Frankly, this response was ridiculous. The ticketing airline did not change my flight. The ticketing airline did not create the disruption. Singapore Airlines did.
As someone who works in the aviation industry, I fully understand that schedule changes happen. Operational requirements change, flights are adjusted, and disruptions occur. However, what separates a good airline from a poor one is how it treats customers when those disruptions happen. In this case, Singapore Airlines failed completely. Rather than demonstrating accountability, empathy, or a willingness to help, they chose the easiest option: repeatedly redirecting me elsewhere and refusing to engage with the issue they created.
Singapore Airlines promotes itself as a premium airline with world-class service. Based on this experience, I saw no evidence of either. The level of customer service I received was dismissive, unhelpful, and far below what I would expect from a leading international carrier.
If this is how Singapore Airlines treats passengers when things go wrong, then their reputation for customer service is seriously undeserved. I will not be recommending Singapore Airlines to others and will think very carefully before ever choosing to fly with them again.

Very bad service. The website disconnected during payment. Then I had to select again. And much more expensive flights. Singapore Airlines just offers them cheaper again afterwards.
The company refuses to compromise.
This is absolutely the last time with them.

At the end of last year my wife travelled from Melbourne to india. Though booked on a Singapore airlines flight, the flight from Melbourne was changed to Scoot airlines. This is the no frills counterpart of Singapore airlines. The flight was late taking off and landed ten minutes late at Singapore. The connecting flight to India had taken off! My wife had to spent a whole day in Singapore. While a hotel room was provided, it did not compensate gor the fact that my wife missed attending a wedding, which was the main purpose of the trip! I have discussed this with others and they tell me that Singapore airlines is keen to meet its punctuality targets while this is not an imperative for Scoot Airlines. So Singapore airlines will not delay its flight to accommodate a connecting Scoot flight that is late! Offering a hotel and food is no compensation for missing an important event. Poor show Singapore Airlines!!

We were ‘snubbed’ at SFO Singapore Airline Business Class ticket counter. As my husband and I were waiting in line, we were admiring how the ticket agents would walk to the front of the line to greet the customer and escort them to the ticket counter. They would then come from around the counter to distribute the boarding passes and instruct on where the security lines were. However, when it was our turn, the young Asian male ticket agent used a hand gesture to wave us over to the counter, then hands us our boarding passes across the counter without another word. As we leave the counter we both turn to watch him walk over to the line to escort the next customer. We were the ONLY black people in line. 😢😡. The rest of the flight was good.

Pathetic airline! Inconsiderate of passengers' needs. Cheap quality meals, even in business class.
Robotic customer relations who lack empathy.
They should be reported to Aviation Authority and fined for ignoring passengers' medical requests. Moreover, they're so miserly with amenities that under the false auspices of "environmental concerns" they do not give out kits unless requested, in business and economy classes.

Very disappointing customer service experience with Singapore Airlines.

I booked four tickets directly through Singapore Airlines. One passenger’s first name was entered incorrectly, while the surname, passport number, date of birth and all other passport details were correct. I was advised that the only solution was to purchase a new ticket at a cost of over $3,000 shortly before departure.

The original ticket was later refunded, but I still suffered a substantial financial loss. What made the situation even more frustrating was being told at the airport that the matter may have been resolved differently.

Despite months of correspondence, Singapore Airlines declined to offer any compensation or goodwill gesture. The experience caused significant stress and financial hardship and has left me with no confidence in the airline’s customer service.

Unfortunately, I will not be using Singapore Airlines again and cannot recommend them based on my experience

The most utterly useless customer services in the world.
Want to correct one digit incorrectly typed in for mobile number on my KrisFlyer account.
Online self service won’t let me do it and tells me to contact customer services.
Customer services say they can’t do it and use online self service.
Total imbeciles.

A Singapore Airlines Cargo SIA7369 SQ7369 B744 / Boeing 747-412F(SCD) just flighted above my city Hoeilaart. Departure from BRU BRUSSELS to SIN LIMA SINGAPORE.
7,250 ft high and never heard so many noise in my life. Was impossible to keep talking on my terrace. It's a pity that a plane makes so much noise.

Food in business class was horrible they ran out of everything other than some miserable asian food that was inedible. We aren't particular and enjoy asian cuisine but this was the worst food experience we had in business class.

Pretty normal experience my flight was PSH4324. The website is okay and the live chat is helpful.

There are lot of things to improve.

Trashed my case - claim SYDSQ26914.
This started as a "lost" bag. Unfortunate but things happen. It was delivered two days later, holes in the hard shell and a rip on the side. Clearly no longer waterproof, structurally sound or repairable. After multiple requests (6) for more information, pictures, more information, boarding passes, ticket stubs, more information over many weeks they came back with a low ball offer. Less than half what it will cost me to replace the case with one on sale on the internet. For a case trashed on its third holiday a very poor offer. Nothing offered for the time wasted.
This is far short of a "premium" experience by a repeat customer.

Live chat was very unhelpful: To Singapore airlines:

Just used the krisflyer live chat. I had 2 different experiences my first one was with Bella who was very helpful and straightforward resolved my query about attaching the krisflyer details. The second one from Bashe was extremely difficult! I have given the customer rep the booking details as per previous and he consistently asked loads of questions which is a waste of my time. When asked if they could give me an opportunity to leave a feedback rating he refused to do so by sending me to this complaints form rather than rate his service. This is extremely frustrating.

I had an amazing time with Singapore airlines, as an flight attend looked after me very well. Her name is Ashura Yasmin
From flight SQ297.
She was very polite and pleasant with her services 10/10 stars to her

On 27 March, I called SIA to enquire about alternative options to fly to Europe rather than via Istanbul. I was told that they can help me get to another city from Melbourne, not Athens which was my original destination. I agreed to going anywhere in UK or Europe. After my originally booked flight to Athens via Istanbul was cancelled, Singapore Airlines customer service told me it would cost 140k (approx) KrisFlyer miles + $3000 to book 2 x 1 way economy. Something they failed to mention clearly before cancelling my flight that was already confirmed since 2025. It has been 4 weeks and every response I get by SIA says “we understand your frustration…. Please be assured your case is still active review and will provide you with info when we have any”..
it’s going to take 6-8 weeks to apply for required visas for one of the travellers and so far SIA hasn’t said anything except it’s under review. How long are you going to drag this? How long do we need to wait? If we need to look for alternative options then you should be sharing that info rather than kicking the can down the road every time I check in. Oh not to mention that no on ever provides any updates unless I ask. I’ve been travelling on SIA for many years since 1990s - this has been by far the worst customer service SIA has provided. Seriously expected much better from one of the “top” airlines

I find their service to be absolutely top.
The attention to the customer in the flight is impeccable.
Flight attendants are super attentive and professional.

I am very disappointed in Singapore Airlines. Once the best airline in the world, our recent experience explains their significant fall from grace.

We booked our return flights from Melbourne to London Premium Economy some 5 months ahead.

One month later, we received an email from Singapore Airlines telling us that we had been down-graded for the Melbourne to Singapore leg of our journey from Premium Economy to Economy Class (despite there appearing to be a Premium Economy section on this new flight/aircraft.) No apology….no explanation as to why were we chosen for this downgrade…..no regrets expressed of any kind.

Enquiries to Flight Centre (our booking agent) informed us that the refund for this down-grade would take 12-16 weeks to process.....but they couldn't tell me how much money would be refunded. According to the Singapore Airlines website, the difference in fares for this leg of our journey is approximately A$3,230 – a not insignificant sum!

We reached out to Singapore Airlines customer service, questioning the reasons behind the downgrade and asking about the refund. We received a totally bland, pro-forma response that failed to address any of our questions. Score for Customer Service? 0/5

Hopefully, our flight experience will be considerably better – in fairness, I will post a follow-up review after the event.

But so far - very disappointed - and I am not sure that I would recommend anyone to fly Singapore Airlines in the future.

This used to be a fantastic air line service had slipped and the food is atrocious.
You can order special meals only if you fall into there categories.
I normally get Lacto ovo meals and the understanding varies depending on what country you are in. 4 flights in 10 months When the flight departs India for Singapore I get served hot tofu curry and told that is vegetarian. Yes it is but it is not lacto ovo. See I gave an allergy to soya bean, and I don’t eat chilli. There is no where to cater for this If I order vegetarian I get tofu and chilli. WT Than the staff say that what you order. Really.
Why can’t you make sure there is consistency across all of your food distributions. I am told sorry we will see if there is there is anything we have left after we hand out the meals. Really. This is your fault. Not mine so stop making out I gave order wrong.
Also the food served to the main cabin rarely changes every time my husband flies it the same food. Bring in fresh whole foods. Not everyone eats hot food.
It would hurt to update the menu.
Time to choose another airline.

not trying to be mean, but all bad reviews are just fake

Horrible customer services, charges a ripoff price for plane tickets, air hostess are treat you based on what status you are with the airline, avoid unless you're a loyal customer and have status