I HAVE repeatedly given feedback to Singapore Airlines that it is extremely challenging to call its 24-hour call centre for any service or inquiry.
During the day, not just during office hours, the line is engaged most of the time, which means one cannot even get through to wait in the queue. I have called around midnight and was lucky to get through, but had to wait 15 to 30 minutes to speak to someone. When I got through and gave feedback, I was told there are fewer operators at night. But if that is true, why can't I get through during the day, when they are at full force? This has been going on for the past two years since I became a KrisFlyer member. I am an active user of singaporeair.com and would not call if it was not necessary.
On Tuesday, I received an SMS that my flight to Penang, which was on wait list, was now available but I should call the call centre to confirm. Between 5pm and 7.30pm, I called numerous times, but it was engaged every time. At 12.20am, I was lucky to get through but had to wait one hour before anyone attended to me.
Lee Teong Khoon
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Tiger Airways
FOR three days this week, I have tried unsuccessfully to contact Tiger Airways with regard to changes to my flight to Thailand. There are two main numbers on its website, one a general inquiry line, the other its international call centre number 'for urgent matters'. The general line is perpetually engaged and the supposed helpline clearly does not function as intended.
While I understand the number of calls must have shot up due to recent events in Thailand, I would not expect an established airline, budget or not, to be so difficult to contact. I am in Singapore, trying to reach a Singapore-based carrier and I have had no success. How can the hundreds of affected passengers outside Singapore do so?
After about 20 calls over three days, with an estimated waiting time of 20 minutes each, all I got was an endless recorded message with no sign that my call would be answered. Ironically, I found out from making these calls that Tiger Airways has received a low-cost airline of the year award.
I wonder if the Civil Aviation Authority of Singapore or any other body evaluates an airline's operating process, especially relating to relief or urgent matters. If so, is there any penalty for lapses in such processes?
I suppose the premise of a budget carrier is one of no frills. It takes you from one place to another without luxury. My burning question is whether responsiveness in air travel is a luxury.
Henry Ong
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Jetstar
AS A result of the Bangkok airport closures, many airlines have suspended flights to Bangkok. As a passenger who bought tickets to Bangkok on Jetstar on Dec 10, I would like to highlight a couple of issues. Credit is given that information was posted for passengers who want to leave Bangkok, but the Jetstar website has no up-to-date information on options available to passengers due to travel to Bangkok in the near future in these uncertain times.
In the past few days, I have made several calls to the Jetstar customer service hotline for up to 45 minutes, only to have the line cut off abruptly after waiting patiently.
A check at the Singapore Airlines website shows information for passengers travelling to Bangkok in the near future, that they have a number of options, including full refunds for cancellations and rescheduled flights. Tiger Airways also shows similar information.
I understand that the closure of the Bangkok airports is unprecedented and Jetstar is doing its best to deal with the situation. However, it would be good if the airline could release timely information for travellers to Bangkok on its website. With this, affected customers need not call the Jetstar customer service hotline repeatedly, be put on hold for long periods of time and cause congestion of the hotline.
Angeline Tan (Ms)
These forum letters were first published in the The Straits Times on Dec 5, 2008.
