I am writing this review of serious complaint.
Prior to my flight leaving the UK I had all the documents I needed which included the following:
Negative PCR test
Australian Declaration
Passport
My Australian Visa which I have held for almost 4 years.
Double Vaccination certificate (which I got in Australia)
I live and work in Australia and have done for the past 5 years. I was visiting my family after 3 years as the international boarders have just recently opened to Skilled work visas.
I arrived at Heathrow airport 4 hours before my scheduled flight and waited in the queue prior to check in. It was very busy and a staff member was making sure all passengers had the correct information. I got all the boxes ticked and queued to send my suitcase and do final check in. The lady at the desk took all my information and I placed my bag up ready for check in. She then asked if I had an "Australian Exemption". I explained I didn't need an exemption as I hold a visa for Australia and meet all the requirements meaning I do not need to apply for one. The lady then made a call for help as I don't think she knew what she doing. Another staff member came over to help and they both told me that I couldn't board this flight because I needed an Australian Exemption. I then began to feel extremely overwhelmed/stressed and anxious as I was due back to work on the Monday 7th and really needed to catch this flight. They took my bag off the check in and turned me away. The man who came over to help said he can re-book my flight for the same time 24 hours later (on Sunday 6th February) and told me that I could either pay for an express exemption otherwise the exemption could take up to 5 days to come through. Although they did not believe me when I told them I didn't need one.
I got driven home which took almost an hour and opened up my laptop to start applying for an exemption as directed by the staff at Singapore Airlines. Once I filled in all my details and applied for the exemption it came back saying that based on the information I had provided 'I DID NOT NEED AN EXEMPTION' this was also information that is clearly stated on the Australian Government home affairs website. This is exactly what I had originally told the Singapore Airlines staff who wouldn't let me board the plane. Please see attached photo of my outcome.
So not only did the staff working for Singapore airlines give false and misleading information but they turned me away and made me miss my flight which I seriously needed to get - this gave me incredible anxiety.
I instantly called Singapore Airlines to rebook my flight for the next available one. The staff member on customer services said that he could re book my flight for this time.
I was waiting roughly an hour for the changes to be confirmed via email, but I didn't receive anything. I was extremely frustrated and panicking so then called Singapore airlines AGAIN to ask why my changes had not come through? I got through to a staff member called "Tim" he wouldn't give me his surname. He said that no changes had been made and I couldn't make the changes as I booked through a third party. He also told me that the flight was FULL which was another complete lie as I managed to eventually board this flight and many rows where empty. The first call I made he said he had made the changes and had sent a confirmation email and then when I called back to follow it up 'Tim' is saying no changes were made? I was been constantly given wrong information by Singapore Airlines and this wasted hours of my time and caused even more stress! I wasn't getting anywhere with customer services over the phone they said they could not help me at all and was extremely unhelpful. They told me it was all to do with the third party. Which it had nothing to do with them. I had wasted too much time so drove back to the airport and speak with Singapore Airlines face to face.
I arrived back at the airport at roughly 1:30pm and spoke with the help desk. I explained my situation to her and she made a call. I received no apology on behalf of Singapore airlines. She then told me that I would find out if I can board the flight when I get to check in and she re booked my flight. The airline should know all this information and it's disgusting they don't. So again, Singapore customer services over the phone lied as they said they couldn't make changes to my now missed flight but as soon as I got to the airport and spoke with someone face to face, they managed to put me on another flight. I then waited another 2.5 hours anxious and stressed as I didn't know if they would let me board the plane again even though I had all my documents.
When arriving at the check in the lady behind the counter was shocked and apologized (first apology I received) she said she doesn't understand why I couldn't board the first flight as I had all the correct documents, I would have needed to board the original flight.
I am Vegan and requested vegan special meals prior to my original flight. They told me I couldn't get vegan meals on this new flight as they needed to be pre ordered like I had on my original flight. This meant I went all the way to Brisbane with no food. 24 hours. They did offer me a bread roll and nuts but this is not substantial. Having been a vegan for the entirety of my adult life I am acutely aware of the mixed connotations surrounding veganism and its attachment to some of the more life-threatening dietary issues. I would however like to express that I find it wholeheartedly unacceptable that this was not taken more seriously. The result of which, thankfully, only lead to my sustained hunger for over 24 hours, something given the plight of many I can not complain of too much. However the principle of a dietary requirement of an individual not being of the utmost importance to an airline, given the severity of which some may jeopardise the Health & Safety of everyone involved, scares me a little.
I had asked the lady at the desk if there is any upgrade I could have for the flight as I needed to sleep as I was now having to go straight to work as soon as I landed this new flight but she said she didn't have any authorization to do so but to speak to a REP. Once I had checked in my bag and received my boarding pass, I waited for a rep.
I spoke to a REP lady who again apologized sincerely for the mistake but again told me there was nothing she could do regarding an upgrade for the flight. But gave me this email address to write my complaint.
My mum had taken me to the airport twice and this cost over 50 pounds in car parking fees.
Since February I have been back and forth with a customer service representative. Had no car park fees paid back and was offered a gift card worth $200 which I declined as wanted flight credit. I still have no received anything and so much more deserving.
Finally, I would like to end with the emotioanl distress this incident caused both myself, my family in the UK & my family in Australia. As touched on previously this was my first trip back to the UK in over 3 years (*confirm), at a time when the World is in the midst of a pandemic. A time when my own stress levels are exasperated by the need to feel safe. To then be told by several of your colleagues that I wasn't able to return to my home & family in Australia, without any one individual providing me adequate proof to refute my claim of exemption, really shook me emotionally & physically. The underlying feeling of anxiety I endured both at the time of the incident, during my rescheduled flight & following on from this has led to an upsetting change in my emotional state of mind, something I hadn't experienced prior.
All in all, I feel incredibly let down by Singapore Airlines as it failed to deliver, in my eyes, on many key areas an Airline should.
I have STILL not received any email its been 7 MONTHS! It is absolutely disgusting and disgraceful.
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