SQ Tips, Trips and Tales

[Cruiser Elite]

moffat so sad to hear of your mums experience - it does appear some shortfalls. You really should document the chain of events virtually minute by minute and forward it to [email protected] - make sure you leave nothing out - you will definitely get a comprehensive response - mark it URGENT Response Required.

Do please report back.

 

[MEL_Traveller]

...

Mum went back to sit down and after she thought about it again went back and explained about her situation and the pain she was in. The agent accepted her bag and Mum waited until around 4.50am for the wheel chair assistance to arrive who took her through to the lounge.

Mum asked for a supervisor who she told about her experience and he said that was not up to expected service level and gave her a complaint form to fill out. However no other assistance was offered and Mum said she struggled with getting a cup of coffee and food on her own. Not sure if her expectations were too much but she had hoped that staff might have carried her plates to her chair when in obvious pain and bent over. Mum is active and is normally able to look after herself and on the Tuesday was walking without difficulty. The specialist in hospital has diagnosed stenosis. Mum said that it was after her arrival in Singapore Wednesday that her backbecame very painful.

On the flight to Brisbane Mum said there were only 6 passengers in J and the service and assistance she received from the cabin crew was outstanding.
Will post again once Mum receives a response from SQ.

I too probably would have thought check-in would have opened three hours before departure - but obviously not!

Given your mother's situation, it is lucky (or unlucky) she was allowed to fly by SQ. If she was in that much pain that she was almost immobile the airline should have requested a medical clearance to fly before allowing her to board. This could have meant you were speaking to her in hospital in Singapore rather than back in Australia. If a complaint by you leads to a review of 'fit-to-fly' boarding procedures, this could be the outcome in future.

That SQ allowed her to board could have been unlucky had it been something serious exacerbated by the flight.

Hope she's on the mend!

 

[Cruiser Elite]

I thought J checkin T3 was 24hrs? Anyways as MEL noted std SQ protocol everywhere checkin opens 3hrs pre dep - get that email off moffat.

 

[Arrow29]

Booked flights to ICN and Tokyo last week for later in the year. Was surprised to see the seat-map of my PER-SIN flight showing the long-haul 1-2-1 layout in J (777-200ER). I'm not going to get my hopes up as I imagine the chance of an equipment swap will be quite high, but will be nice if it stays as is!

Also managed to snag a F saver on SQ631 (HND-SIN) which has been serviced by 77WN with the 2013 F recently, so hoping that stays the same as haven't tried the 2013 products yet.

 

[cove]

With the possibility that SQ A380s will start getting handed back to the leasing company we made a decision to put our travellers into Suites from business class. Sure it may not vanish completely but Suites class exists now and may not be a forever thingy.

 

[Lizzi]

I'm trying to make a mixed-class booking on Krisflyer points since my waitlisted J flights haven't moved and I'm getting twitchy. I called today and the lady told me that she wasn't able to do a mixed class booking, but her colleague would call me tomorrow. For future ref, is this usual that nobody can do "harder" bookings on a Sunday?

 

[Cruiser Elite]

Not at all Lizzi - call back imm and try another agent. Again call the SYD number I posted earlier.

 

[Lizzi]

Not at all Lizzi - call back imm and try another agent. Again call the SYD number I posted earlier.

Thanks Cruiser. They ended up calling back an hour later anyway. Cheers

 

[moffat39]

I too probably would have thought check-in would have opened three hours before departure - but obviously not!

Given your mother's situation, it is lucky (or unlucky) she was allowed to fly by SQ. If she was in that much pain that she was almost immobile the airline should have requested a medical clearance to fly before allowing her to board. This could have meant you were speaking to her in hospital in Singapore rather than back in Australia. If a complaint by you leads to a review of 'fit-to-fly' boarding procedures, this could be the outcome in future.

That SQ allowed her to board could have been unlucky had it been something serious exacerbated by the flight.

Hope she's on the mend!

Mel_ Traveller, I know where you are coming from with your comments and will be careful with the feedback l that I will help Mum send. Will post the response once received. The flight did not add to her problems and she will see her surgeon in hospital Monday. Another surgeon who saw her told her that the MRI showed that the problem was above where she had a back operation about 5 years ago.

With bed rest in hospital since Thursday night she can now walk again unaided and it could be that it was inflammation caused by all the walking she did with my wife around the shopping centres in Singapore and Georgetown Penang! They could not help themselves with the sales that were on. As a matter of interest they commented better sales in Georgetown than Singapore.

At this stage can not comment any further if T3 is 24 hour check in or why check in was not open for SQ265 at 3.55am. Mum was told she could have gone through immigration to go straight to the lounge but she wanted to check in 1 extra bag and also have the wheel chair access.

As a matter of interest I have checked Changi departures from Saturday to Monday early AM for T3 and see that there are 2.30am (Houston) and 2.35am departures (New Delhi and Mumbai) with the next departure at 6.55am being SQ265 to Brisbane.

 

[MEL_Traveller]

The flight did not add to her problems ...

This might be the case - but airline staff wouldn't have known that at the time. It probably raises the issue of why they let her fly at all rather than whether someone helped her get a coffee.

The SQ site was down for maintenance this morning but is working now... check-in should open at 0430 at both T2 and T3: http://www.singaporeair.com/en_UK/sg/travel-info/check-in/counter-checkin/ (check-in closes at 0200 for T3, which would cover the flights to Houston and Delhi you mention)

 

[moffat39]

This might be the case - but airline staff wouldn't have known that at the time. It probably raises the issue of why they let her fly at all rather than whether someone helped her get a coffee.

Thanks once again for your constructive comments! Just as well I did not send off feedback to SQ when in the angry mood. Now I am better informed (including reading link you provided) will need to think carefully what complaint will include. I am now thinking Mum was lucky to fly at all as she presented as being in great pain. Mum had travel insurance with insure and go (Mum has averaged 1 overseas trip a year for some time and for the last 5 years or so has insured with them who are aware of her pre existing conditions) . Whilst the specialist is saying that the condition she now has was not related to her back operation I can imagine the problems she would have had of being in great pain and having to deal with an insurance company.

We are planning a similar trip same time next year and never again will we let her travel unaccompanied.

 

[Melburnian1]

moffat39, a very sensible, cool headed latest posting from you. 'Act in haste...' as my mother says to me. Best to not complain if it would or might very well lead to your mother in the future being unable to fly on her own, I suspect, but you in the end know what is best.

 

[Timtammi]

Just wanted to say thanks for those that gave some advice on making the most of our first SQ trip in J. Collected and spent the Changi dollars and enjoyed the BTC and onboard service on SQ. Personally I found the J seats on the 773 a little hard to get comfortable for reclining/sitting but great in bed mode. Looking forward to more SQ trips and building some status on *alliance.

 

[Cruiser Elite]

Tim - which seats? 1-2-1 or 2-2-2? 1-2-1 are 'Diamond' seats and 2-2-2 are 'Weber' seats - I find Weber seats more comfortable for 'sitting' but duds for sleeping.

 

[cove]

Have 2 now doing Suites both ways to LAX and back and one does not know. She should be excited when she boards in SIN.

 

[Timtammi]

1-2-1 so I guess that is Diamond

 

[bwhouse]

Have 2 now doing Suites both ways to LAX and back and one does not know. She should be excited when she boards in SIN.

That's a pretty awesome surprise!

 

[cove]

Yes bwhouse we have surprised others including my SIL and niece as well. This is my son taking his girlfriend to the US for the first time. She is looking forward to the 40 Singapore dollar vouchers and she thinks he is taking her in business class.

 

[GarrettM]

Yes bwhouse we have surprised others including my SIL and niece as well. This is my son taking his girlfriend to the US for the first time. She is looking forward to the 40 Singapore dollar vouchers and she thinks he is taking her in business class.

It sounds like a good trip from what I have heard previously.

 

[prozac]

It sounds like a good trip from what I have heard previously.

Well it is when you surprise your girlfriend with a trip like that.