Travelled on Singapore Airlines with my husband and almost two year old twin daughters from Brisbane to Munich. Before leaving Australia I had called customer service to request that all our meals be made dairy free (including my two year old daughters). I was informed that I would be able to request this online. I made this request about two weeks prior to leaving; however, once on board our first flight from Brisbane to Singapore flight crew informed me that there were no dairy free meals available for our daughters. The flight crew tried to make a request for our next flight from Singapore to Munich but again there was no food available for them on this flight. I had packed back up food for them, but it is obviously difficult to travel over 35 hours with substantial meals. For these two long haul flights my daughters pretty much ate crackers and fruit the entire time. Crew on board told me to call customer service again before leaving Germany to ensure there would be dairy free meals for our flight back to Australia.
I called Singapore Airlines two days before leaving Germany and was reassured that meals were already requested for my two daughters and that they would definitely be dairy free. Wouldn't we be surprised when the exact same thing happened. There was absolutely nothing they could eat. Flight crew told me that maybe customer service had misunderstood.
Upon arriving home, I emailed Singapore Airlines to make a written complaint. Their response was that we had apparently changed seats on one flight and therefore the meal went to someone else (even though we had specifically asked for our meals, and crew told us there were none). They also informed me that i would have needed a doctors letter for these meals. This was the first time anyone had mentioned needing a doctors letter. Frankly, there handling of the whole situation is appalling and there have been non-stop excuses made for them failing to provide food.
I've flown them many times before but definitely won't be again.
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