My complaint:
I am writing this complaint as i feel SQ has initiated the ignore and bureaucratic loop strategy in the hope i give up and accept their mistake as fate. Well let me tell everyone i intent to spread the words be it in this site or elsewhere.
So here is my story:::::
On the 19th of October 2023 my wife was travelling from Brunei to Dubai through Singapore using the SQ all the way.
Unfortunately due to the lateness of the SQ flight arriving from Singapore meant that her departure to singapore was also delayed and it also meant that her arrival into singapore was also delayed.
This made her miss her SQ connecting flight.
Fortunately the SQ ground staff were helpful in getting her on the Emirates flight later that evening which meant that she has more than 5 hours to roam around changi airport.
As i am a SQ solitaire card holder my wife is a supplementary solitaire card holder.
So when my wife asked if she could use the SQ lounges to rest her feets as she suffers from knee pains even after a recent corrective surgery in view she was a supplementary solitaire card holder and that she was travelling on SQ flights from Brunei and the missed flight to Dubai.
All be it the case, when she approached the ground staff on this they told her. FLAT NO.
She didnt even get any meal voucher for tea or dinner as her emirates connecting flight was in the evening.
So I sent an email on the same day enquiring SQ on the eligibility of solitaire supplementary card holders use of the kris lounges in singapore or anywhere its available.
I also asked
1. Have the policy changed for pps club members that a solitaire or a solitaire supplementary member cannot use kris lounges when arriving on SQ flights and is ONLY allowed if departing on SQ flights.
2. While it is much appreciated that SQ got her on the emirates flight the delay was as a result of the late arrival of the SQ flight. And as a solitaire supplementary member could that have not been considered to allow for the use of the lounge even though her connecting flight is no longer SQ.
So far aside from the emails that stated
“ We have escalated your inquiry to the relevant team since our last reply and deeply apologize for the delay in response.
Your inquiry has been expedited at the time of writing and one of our representatives will be in contact with you the soonest.
We highly appreciate your patience in this matter.”
Nothing but nothing concrete has been given and now its already christmas day More than 2 months have passed by.
I will now also initiate to tell this story on any possible online platform to inform everyone how SQ actually dont care about its passengers but more its profit
Suggested solution:
Respond to my email
