We have booked to fly from Sydney to London in August, the first trip we will take with our new born, who is due in May. We wanted to secure seats for our preferred dates now, which has led to multiple problems. You cannot book a flight online without name, date of birth and passport information, an issue when the infant has not been born yet.
Before booking our flight we scoured their website for answers to this catch 22 to no avail. We then called Singapore and after hours on hold were told that we had to book the flight for my partner and myself first, and then call back and add the baby on, at which time they would assign us to preferred seats with a bassinet.
We booked our flights and called back, and completely contrary to the information we had been given before, we were told that they are unable to book a baby onto the flight without these details and that there is no option but to wait until we have a passport for the unborn baby to book the flight. We asked whether we could book the seats that were suitable for a parent and child without adding on the bassinet seat and we were told that we could only reserve these seats for an exorbitant fee (this is a free service when you pay for a child's ticket).
We currently still have no resolution - their customer service is only able to read from a script and cannot escalate the problem to someone with decision making ability. We were already concerned about making such a trip with a new born, but due to circumstance we are unable to delay, and Singapore have done nothing to make the experience any better. I warn any expectant parents not to travel with Singapore, they are not prepared to offer any flexibility to accommodate passengers.
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