Please see below a letter to the Singapore Airlines CEO. Lets see if they live up to their "World Class" slogan and provide a response. I will keep this post updated with any response.
Goh Choon Phong, CEOSingapore AirlinesVia email.
Subject: Formal Complaint – Unlawful Fare Price Changes and Poor Customer Service - Singapore Airlines web enquiry / request: S-2025-01-17611643
Dear Mr Goh Choon Phong
I am writing to formally lodge a complaint regarding Singapore Airlines’ fare pricing practices, which I believe to be unlawful, and the poor handling of my complaint by your customer service team.
On 27 January 2025, I attempted to book a flight through the Singapore Airlines website. After selecting my flight and accepting the fare, I proceeded to enter passenger details. See Attachment 2 for details of the flight. However, during this stage, the fare price increased by approximately AUD $300 per passenger. This price adjustment occurred after I had committed to the originally displayed fare, which I believe constitutes a breach of contract under Australian consumer law.
Following this incident, I raised a complaint with Singapore Airlines. Unfortunately, my concerns have been managed poorly, with multiple different customer service representatives responding to my emails, often repeating previous queries rather than providing meaningful resolutions. As of today, there have been 15 communications on this matter, yet no satisfactory response has been provided. Please refer to Attachment A for a log of communications.
Further research has revealed that many airlines use dynamic pricing methods, tracking customer interest to manipulate fare prices. While such tactics may be unethical, I understand that they may not necessarily be illegal. However, Singapore Airlines has taken this practice further by altering fare prices at the final stage of booking—after a customer has accepted the displayed price. I believe this constitutes an illegal practice in Australia.
I have also been repeatedly asked to provide screenshots of the originally displayed fare. However, as your booking system does not retain this information, obtaining such evidence would require capturing screenshots of every step of the process, which is neither practical nor expected of customers.
Given these circumstances, I request the following actions from Singapore Airlines:
I will continue to update you on my progress with your customer service team.
I look forward to your prompt response within 14 days. Please respond to me via email.
Sincerely
Goh Choon Phong, CEOSingapore AirlinesVia email.
Subject: Formal Complaint – Unlawful Fare Price Changes and Poor Customer Service - Singapore Airlines web enquiry / request: S-2025-01-17611643
Dear Mr Goh Choon Phong
I am writing to formally lodge a complaint regarding Singapore Airlines’ fare pricing practices, which I believe to be unlawful, and the poor handling of my complaint by your customer service team.
On 27 January 2025, I attempted to book a flight through the Singapore Airlines website. After selecting my flight and accepting the fare, I proceeded to enter passenger details. See Attachment 2 for details of the flight. However, during this stage, the fare price increased by approximately AUD $300 per passenger. This price adjustment occurred after I had committed to the originally displayed fare, which I believe constitutes a breach of contract under Australian consumer law.
Following this incident, I raised a complaint with Singapore Airlines. Unfortunately, my concerns have been managed poorly, with multiple different customer service representatives responding to my emails, often repeating previous queries rather than providing meaningful resolutions. As of today, there have been 15 communications on this matter, yet no satisfactory response has been provided. Please refer to Attachment A for a log of communications.
Further research has revealed that many airlines use dynamic pricing methods, tracking customer interest to manipulate fare prices. While such tactics may be unethical, I understand that they may not necessarily be illegal. However, Singapore Airlines has taken this practice further by altering fare prices at the final stage of booking—after a customer has accepted the displayed price. I believe this constitutes an illegal practice in Australia.
I have also been repeatedly asked to provide screenshots of the originally displayed fare. However, as your booking system does not retain this information, obtaining such evidence would require capturing screenshots of every step of the process, which is neither practical nor expected of customers.
Given these circumstances, I request the following actions from Singapore Airlines:
- A full investigation into the pricing practice that led to my fare being increased after I had accepted the displayed price.
- A commitment from Singapore Airlines to cease this practice and ensure compliance with Australian consumer laws.
- An offer of an equivalent fare (or better) to the one we had accepted.
- A review of your customer service processes to improve complaint resolution and communication.
I will continue to update you on my progress with your customer service team.
I look forward to your prompt response within 14 days. Please respond to me via email.
Sincerely
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