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Passengers stranded at Bangkok airport for hours slams SIA as beyond incompetent

TikTok videos capturing passengers’ dismay after a canceled SIA flight went viral, showcasing chaos at Suvarnabhumi airport. Stranded for hours and some 24hrs, they condemned SIA’s oversight, branding its customer service as ‘beyond incompetent’.

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Viral TikTok Video Sparks Criticism Against Singapore Airlines over Handling of Solitaire Member's Ticket Amid Technical Issue

SINGAPORE: A series of videos documenting the chaos experienced by passengers of a cancelled SIA flight at Suvarnabhumi airport has been making its round on TikTok.

One of the videos even had over 7 million views and several others hundreds, with many questioning and criticising the declining standards of Singapore’s national carrier.

The video showcases the profound disappointment experienced by a Solitaire PPS Club member, adding to scrutiny over Singapore Airlines’ treatment of business class passengers who were left stranded.

It is known that Solitaire is the highest tier from Singapore Airlines, offering many benefits.

The issue came to light when a TikTok user known as “Uncle T” shared videos on 5 April recounting the ordeal of passengers aboard SIA flight SQ709 from Bangkok to Singapore on 4 April 2024.

@ben358761

Singapore Airlines flight SQ709 (3:25pm) from BKK-SIN was cancelled with passengers boarded due to engine problems. All passengers were required to disembark after waiting 1-hour in the plane. Business class passengers were told they would be transferred to the next flight (5:30pm) as a priority so they could make connections in SIN. However, Singapore Airlines staff did not do as they said and instead gave priority transfer to the economy class passengers until the plane was full. All business class passengers missed out and were left stranded in Bangkok. Some had to wait 24-hours until the next available flight to their destination. This is the reaction of the passengers after finding out that they were passed over. Do be careful if you choose to fly #singaporeairlines business class @Singapore Airlines #avgeek #singapore #solitaire #cna #dailymail #bangkok

♬ original sound – Uncle T

On 4 April, the Airbus A350-900 operating flight SQ709 from Bangkok to Singapore experienced a technical problem shortly after pushing back from the gate at 3:21 pm (Bangkok time).

As a result, all 245 passengers on board had to disembark the aircraft while ground engineers worked to resolve the issue.

Unfortunately, the technical problem was significant enough to require spare parts and additional time for repairs.

Consequently, passengers were rebooked onto subsequent flights departing from Bangkok to Singapore.

According to Uncle T’s posts, it was communicated that business class passengers would receive priority for transfer to the next available flight at 5:30 pm, ensuring timely connections in Singapore.

However, Singapore Airlines staff deviated from this plan, prioritizing the transfer of economy-class passengers until the plane reached full capacity.

Uncle T’s caption on the video stated, “All business class passengers missed out and were left stranded in Bangkok. Some had to wait 24 hours until the next available flight to their destination.”

In one of his videos, a frustrated passenger recounted that a boarding gate manager assured him a seat after seeing his Solitaire PPS status.

Despite agreeing to downgrade to economy class, the passenger expressed disappointment that the manager neglected the needs of business class passengers. He alleged that the manager issued replacement tickets for economy class instead.

Furthermore, the passenger accused the manager of lying, claiming that the manager falsely stated that the affected passengers had purchased new tickets. When confronted, the manager allegedly told him that some passengers were allocated to jump seats, which he doubted was permissible.

“I’ve been a Solitaire club member for 30 years, and you treated people like that.”

“You are making me very upset because of this,” said the male passenger.

Disgruntled passengers slam SIA’s customer service as ‘beyond incompetent’

In another video, a female passenger aired her grievances, criticizing Singapore Airlines’ abysmal customer service as ‘beyond incompetent.’

“This is poor customer service, it’s beyond poor. I’m not expecting this from Singapore honestly. If it were another airline, I can understand. ”

@ben358761

Singapore Airlines flight SQ709 (3:25pm) from BKK-SIN was cancelled with passengers boarded due to engine problems. All passengers were required to disembark after waiting 1-hour in the plane. Business class passengers were told they would be transferred to the next flight (5:30pm) as a priority so they could make connections in SIN. However, Singapore Airlines staff did not do as they said and instead gave priority transfer to the economy class passengers until the plane was full. All business class passengers missed out and were left stranded in Bangkok. Some had to wait 24-hours until the next available flight to their destination. This is the reaction of the passengers after finding out that they were passed over. Do be careful if you choose to fly #singaporeairlines business class @Singapore Airlines #avgeek #singapore

♬ original sound – Uncle T

In another video, a female passenger, evidently needing to catch a flight for a transfer to Melbourne at 6 p.m., voiced her frustration to a Singapore Airlines duty manager.

She requested accommodation and a change of flight ticket. However, she recounted that instead of receiving assistance, one of the staff members did nothing but suggest submitting feedback on the Singapore Airlines website. No practical flight solutions were offered or considered.

@ben358761

@Singapore Airlines SQ709 (4 Apr 2024) had engine problems. Business class (BC) passengers told they will be moved onto next available flight. However, flight manager PHASIT UEUABON forgot to do so and instead allowed economy passengers to completey fill the next available flight leaving BC passengers stranded. Duty manager – NAMPTIP CHALCHUAL informed BC class passengers to simply submit feedback on Singapore Airlines website rather than considering or presenting any viable flight solution. This is how Singapore Airlines treats its premium customers #singaporeairlines #singapore @MustShareNews #suvarnabhumi #thaiairways @Scoot Airlines

♬ original sound – Uncle T

Netizens express discontent with Singapore Airlines’ handling of Solitaire members’ stranding

In response to the TikTok video, a user commented, “Hi. I worked as CSR for Singapore Airlines, and PPS is one of the highest tiers/status we offer for passengers who are frequent flyers, and they also have a lot of advantages. They are VIP passengers.”

However, certain netizens criticized Singapore Airlines’ handling of the situation.

One user expressed disappointment in the staff’s management of the incident, hoping for a fair resolution from Singapore Airlines.

They noted that with experienced staff, such a situation could have been avoided.

Another user mentioned that Singapore Airlines management could do better in handling the situation.

Additionally, another user stated that Singapore Airlines owed the man a proper explanation, highlighting that the staff had promised him something that Singapore Airlines did not deliver, causing frustration.

Another user expressed that anyone would be upset if promised otherwise and should have been accommodated for the inconvenience, even suggesting a one-night stay if necessary.

Netizens validate the man’s frustration

Several comments emphasized the validity of the man’s frustration, citing his 30 years of Solitaire membership status.

Another user stressed that the staff should respect the man, noting that if he spends S$50k a year to fly business class and is treated poorly, he would be upset too.

Similarly, another user remarked that they would also be upset if they paid for business class and saw others who paid cheaper tickets getting on the next flight while they were stranded for 24 hours.

Lastly, one user argued that this is not about entitlement but loyalty, stating that Singapore Airlines should provide the man with the benefits and service promised.

Singapore Airlines addresses passenger stranding with compensation and apology

According to Singaporean media outlet Mothership, Singapore Airlines has confirmed that all 38 affected passengers from flight SQ709, which experienced a recent incident resulting in stranding, were compensated on 4 April.

Beyond mere compensation, Singapore Airlines said they took steps to ensure that affected passengers were successfully rebooked onto subsequent flights.

Additionally, complimentary refreshments, meals, and hotel accommodations were provided where necessary to mitigate inconvenience.

Recognizing the need for improvement, Singapore Airlines stated that they are currently “reviewing [their] internal processes” and enhancing their “customer handling procedures” to prevent similar occurrences in the future.

Expressing gratitude for the patience and understanding of affected customers, Singapore Airlines issued a sincere apology to all passengers impacted by the disruption to flight SQ709.

However, the SIA statement appears to have overlooked addressing the ordeal faced by affected passengers who were stranded at Suvarnabhumi airport for 24 hours until they were assigned to the next available flight.

The statement also failed to address passengers’ allegations regarding why economy passengers were given priority to board the 5:30 p.m. SQ711 flight on that day, while arrangements for boarding business class passengers were not made.

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F U Singaporeans for thinking SIA is THAT GOOD. Serves you right.

As usual this news never appear in Singapore media.

Hi, if flight has bad weather, technical problems has just explain to passengers can le. Then process for next booking. Give a valid explanation. Because they can talk to their employers or workplace if one is a boss they can’t board the flight. As for medical issues for passengers same thing hopefully their health won’t be jeapodize. And wish everyone the best in life.
That’s all.

It’s all about “ not losing the face” mentality that is embodied in the Chinese based culture! They will never accept to be at fault and will always try to be like an eel! Slither away!! To this airline and some others , passengers are just money making cattle and they really don’t care about any passengers, be it Economy, Business or First! Business as usual ! The best way to get back at this Airline and other that disrespect their Customers is to use any Airline that’s convenient without any loyalty to any! Since they have no loyalty to… Read more »

So the old upper class fart is not happy that he’s flying VIP and didn’t get priority for the transfer?
All the group of people flying upper class felt that their self entitlement was going unnoticed?
Fucking lame.
They do know that the aircraft was grounded for safety reasons so that it doesn’t fall out of the sky with their pathetic souls inside it right?

Such magnitude of mistakes and problems happen in Japanese Corp culture DEMANDS harakiri, aside from the whole board line up, bow their heads, apologize.

In SG, Corp mistakes are honest mistakes under the cover of official national No Blame Culture designated Uniquely SG.

That’s why quite widely known Sheeps are book smart – rightly so from the apparent PAP Administration policies of relying on foreigners from clerks, to delivery, to drivers bus and trains, to sales assistants, nurses, doctors, therapists, Law enforcers like Policemen, anything, anywhere, the PAP Administration HAS ZERO FAITH and TOLERANCE for Sheeps EVEN in own Sheepyards.

SIA can kiss the Best Airline in the World title goodbye. More than that, what SIA has done in trying to salvage the situation is simply to apologise, offer refreshments, hotel accomodation; the usual recompense to affected customers. Frankly, that is a poor effort to recover from a majot fiasco. More would be expected from a “world class” airline. (although, one would be hard pressed to describe SIA as world class now) Some big shot from SIA should have stepped in to offer refunds to ALL passengers AND on top of that, offer a complimentary ticket for a flight equivalent… Read more »

Result of, ” No blame culture?”

Ok lah.
You rather get on a plane which is safe then a plane which needs repair right.
Idiots can take so many budget airline back as well.
All this complaining as problem.
Take bus back cheaper. Next day can reach Golden Mile already.

Having flown with SQ, I prefer the Middle Eastern airlines such as Emirates, Etihad, Qatar & Turkish. They provide excellent customer service, more often better than SQ.

The old gentleman was still a gentleman…he didnt rant & rave…shows class🙂
Complaints can pave the way for improvements..

High handed fake apologies. It will get worse before it gets even worse. 😳

What a wonderful few days for the “punching above it’s weight” and the “almost perfect country” SillyPore, … with it’s COE’s on the up and up, a new promising but perfectly similar styled PM, SillyPore deemed boring, the StraitsTimes establishing itself as the iconic shit paper of the establishment and “it’s only a great way to fly” on SIA, if it takes off as designated and you’re not refused a seat having checked in !!!

Present leadership in charge of SG transportation:

1) Previous minister – currently lim-kopi for CORRUPTION;
2) Current minister – CHT, blur newbie promoted because of untimely absence of previous minister;
3) SnrMOS – AK, free rider/loafer;
4) MOS/Sec. – BYK, sotong king;
5) Coordinating Minister – sleeping.
6) Boss of Coordinating Minister – lagi sleeping

No wonder SIA can kena-sai, hor. Maybe needs another rescue package using taxpayers monies?

Daddy brought SG and SIA (plus other things) to 1st world standards; Kayu Son bringing us back to 3rd world standards, with corruption thrown in for good measure too. 61% still sleeping, hor.

Wear like a badge But the Singaporean never benefit from the prestige name of Changi.

Just for some ppl to haolian.

The “great way to fly” standard would be to put their passengers needs first and get them on flights of other airlines if necessary, not leave them stranded. If no flights available, make arrangements for accommodations, everything FOC. Easier to earn money back than a damaged reputation.

Singaporeans have had their hard-earned tax dollars used to prop up Changi Group and Singapore Airlines.

Now, here is the end result. It seems that the monies were used to keep “undesirables” around instead of reform and restructuring.

No protocol in place. So no trained ground staff to address customers ‘ needs.Poor PR. Person in charge should be fired.

Sounds like the pappies, hor. Current generation is just yaya-papaya – arrogant, keep living off a previous reputation built by the older generation, thinking they are the master and the customers are the beggars. A good indication of Failed Leadership somewhere.

JYM Pillay, Dr Cheong Choong Kong – these are the real SIA Pilots of SIA and made it A Great Way to Fly. Even Sir Richard Branson keen to eat.

They don’t fly planes – THEY STEER the Airline Company and hit it’s shares at $15. 00 per share, thereabouts. SIA even has the Concorde in its fleet.

The SIA now is a chunk of BIG SHIT.

The spiral of SIA is a proxy of the spiral of PAP Administration – coated with sheen, veneer, but beneath is CRAP.

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