SQ's ops at MEL need a serious overhaul!

[drron]

I‘Kl wait until we hopefully have the BNE airport tour and ask them the questions.
I’m pretty sure they will put the blame back on SQ.

 

[jase05]

Though that excuse doesn’t explain why the problem is the same at BNE.

Has the process changed in BNE?
I flew J with SQ a couple of months ago and it was a absolute breeze to check in

 

[drron]

Has the process changed in BNE?
I flew J with SQ a couple of months ago and it was a absolute breeze to check in

Definitely. It is kiosks and bag drop. I will be refusing to use the kiosks next time and insist on using 1 of the 2 J agents.
A fellow checked us in at a kiosk but then we had to do bag drop and there was only 1 line open with a huge queue.

 

[auriga]

Definitely. It is kiosks and bag drop. I will be refusing to use the kiosks next time and insist on using 1 of the 2 J agents.
A fellow checked us in at a kiosk but then we had to do bag drop and there was only 1 line open with a huge queue.

I'm from Sydney. Out of curiosity, I checked the SQ website. It lists kiosk check in for MEL, but not for SYD and BNE. I am guessing the website is out of date?

 

[drron]

Definitely kiosks at BNE. We went through 1 week ago.

 

[Peasant]

I contacted Wesley yesterday - they are also totally disenchanted and are trying to resolve problems but unfortunately MEL Airport hold the reins and solutions have to come from them

Thanks @Cruiser Elite, hopefully I’ll bump into him on my next trip. I must say I’m wondering how much of this is to do with decisions SQ has taken rather than the airport itself. And by that I mean cost-saving measures that have come from HQ in Singapore. There’s a huge cost saving program going on across the entire airline at the moment.

I will say that my check-in experiences with other airlines at MEL hasn’t been nearly as chaotic.

 

[shmoozy1]

Hi all (especially the MEL frequenters),

Surely this has crossed everyone's minds at some point - SQ's operations at MEL are a total shambles; almost akin to a low-cost carrier.
Checking in for SQ218 on Thursday night all hell broke loose.
Have kept the thoughts bottled up for a while, but they need to be called out now. Here's a list of a couple of things that are sorely disappointing (disclaimer: these could very well be a result of severe staff shortages, but that's a Menzies Aviation/Dnata issue as check-in handling is handballed to them):

1. Kiosk Check-in - where to even start? What happened to good old fashioned counter check-in with ordered lines, all taken care of by your designated agent? Now it's a free-for-all, you see a big snaking line and have no idea whether it's for the counters or to complete bag drop? The lines for Y/J/F all merge anyway. And if you want to check-in when your passport isn't issued by your destination country? Forget it - need special assistance, rendering the kiosk useless. Heaps of people had this issue.
2. The Boarding Passes - plain, white, LCC style. Even if in J/F. This has been a change that's been in force for a few years now, and feedback to SQ went nowhere when the displeasure with the change was made known to them. I guess they must assume the majority of pax don't care that their BP doesn't look presentable in the slightest? When you've paid a boatload of cash or stumped up a stack of miles that have taken ages to earn, a small thing like a nice BP goes a long way.

Of course I'll still utilise SQ for all travel needs - their hard/soft product is outstanding, their KF program works well and their timetable for my usual routes are splendid. However, these cost-cutting measures really hurt the brand and leave a sour taste for a loyal flier such as myself. Others may not be as forgiving

Thoughts? Is the above waffle unreasonable or just another first world problem?

Cheers

And you haven’t mentioned the shambolic luggage handling and luggage damage service on arrival. SQ has switched now to Swissport for ground handling in MEL (UA still uses Menzies - who took TWO PLUS HOURS to deliver luggage to the carousel in MEL on December 2) and that is hardly any better. Weeks without any response to emails which is the only way to “contact” them and a mobile phone number that is never answered and has an overflowing voicemail that prevents messages being left.
Ground contractors in MEL are a sick joke!!

 

[MathNerd]

Definitely. It is kiosks and bag drop. I will be refusing to use the kiosks next time and insist on using 1 of the 2 J agents.
A fellow checked us in at a kiosk but then we had to do bag drop and there was only 1 line open with a huge queue.

That's it - only one line for bag drop, and it's absolute chaos with multiple lines at times seemingly emanating from nowhere. Pax were just all confused (not helped by the fact that a vast number of them hadn't travelled in a solid 2 years.

Definitely kiosks at BNE. We went through 1 week ago.

I should update the thread title to SQ's ops at MEL & BNE (possibly other AU ports) need a serious overhaul!"!

Thanks @Cruiser Elite, hopefully I’ll bump into him on my next trip. I must say I’m wondering how much of this is to do with decisions SQ has taken rather than the airport itself. And by that I mean cost-saving measures that have come from HQ in Singapore. There’s a huge cost saving program going on across the entire airline at the moment.

I will say that my check-in experiences with other airlines at MEL hasn’t been nearly as chaotic.

Thought as much - I can't think of any other reason why an airline such as SQ would switch to kiosk check-in other than cost-saving measures. I saw lines for TG, EK and MH that were a whole lot more organised (as SQ used to be before the switch). Hard to believe we're having these issues with SQ!

And you haven’t mentioned the shambolic luggage handling and luggage damage service on arrival. SQ has switched now to Swissport for ground handling in MEL (UA still uses Menzies - who took TWO PLUS HOURS to deliver luggage to the carousel in MEL on December 2) and that is hardly any better. Weeks without any response to emails which is the only way to “contact” them and a mobile phone number that is never answered and has an overflowing voicemail that prevents messages being left.
Ground contractors in MEL are a sick joke!!

Oh gosh, best thing to do is just to cross your fingers really tight that your baggage doesn't need to be taken to the baggage services after your flight. After the QF fiasco, it's almost better to travel HLO!

 

[knagelli]

Looking at all previous posts , do I arrive 4 hrs prior to my flight time ( departing MEL on 21st Dec) to avoid all the chaos. Does it help if I hold a VA platinum status or does it still warrant early arrival at the check-in counter to avoid any last minute drama.

It is disheartening to see this level of service from SIA , who were supposedly one of the best at handling PAX pre-covid atleast in my minimal flying with them.

Ta.

 

[AustraliaPoochie]

Looking at all previous posts , do I arrive 4 hrs prior to my flight time ( departing MEL on 21st Dec) to avoid all the chaos. Does it help if I hold a VA platinum status or does it still warrant early arrival at the check-in counter to avoid any last minute drama.

It is disheartening to see this level of service from SIA , who were supposedly one of the best at handling PAX pre-covid atleast in my minimal flying with them.

Ta.

As VFF WP, yes, go there 4 hours prior, be the first to go through, and then hang around in the KF lounge.
Its not a bad lounge that one.
Guess its like VA, they (SQ) are also trying to cut cost, so have now outsourced a lot of non core activities.
If they have outsourced ground handling even in their home state/country, what hope would they care for cities they serve, outside of SIN.

 

[shmoozy1]

That's it - only one line for bag drop, and it's absolute chaos with multiple lines at times seemingly emanating from nowhere. Pax were just all confused (not helped by the fact that a vast number of them hadn't travelled in a solid 2 years.

I should update the thread title to SQ's ops at MEL & BNE (possibly other AU ports) need a serious overhaul!"!

Thought as much - I can't think of any other reason why an airline such as SQ would switch to kiosk check-in other than cost-saving measures. I saw lines for TG, EK and MH that were a whole lot more organised (as SQ used to be before the switch). Hard to believe we're having these issues with SQ!

Oh gosh, best thing to do is just to cross your fingers really tight that your baggage doesn't need to be taken to the baggage services after your flight. After the QF fiasco, it's almost better to travel HLO!

Baggage services is one thing- (and yes when my case arrived 2hours + after I did it needed to visit baggage services because the wheel and stand had been shattered) at least there is a human being there The biggest issue is if you have to follow up by contacting them AFTER you’ve left the customs hall. It’s virtually impossible to get a response at that point no phones answered or calls returned and no response to emails.

 

[Jstr]

Family and I have had 4 recent return flights in SQ J between Melbourne and Europe. We have not had any issues with anything. Our flight in September out of Melbourne certainly had the normal J class check-in desk service. I am surprised to hear of this contactless service only business.

Though I do think SQ's new A350 J class is not a great hardware product compared to their old planes. Their brochures looked good mainly because the seats are new. But in actual use those seats felt much more cramped compared to their original 777/A380 planes out of Melbourne. And they wiped out a proper exit/bassinet row for no obvious reason. Initially it was said the "regional" versions of the A350 wouldn't be flown on the MEL and SYD routes but I guess Covid changed a few things.

 

[shmoozy1]

I flew with them on a few flights in the last few weeks, in Y, and have to say was less than impressed. Check in process in Melbourne is shambolic. I am VA gold, so went straight for the priority line, but felt sorry for the people lining up in the Y lines.

On the very last flight back to SYD, my luggage was damaged. Basically the zipper on the front compartment was torn off, and the front compartment is now permanently open and dangling/hanging off the front of the suitcase. I raised it with them via their portal, and they basically said that it is the handlers problem, and nothing they can do. No accountability or responsibility, or proactiveness to help you. Very disappointing, and I know I will go out of my way to avoid to fly them in the future. If everything goes fine, they are an ok airline, but if something goes wrong, their customer service sucks.

Their baggage service (now conducted via Swissport, till October by Menzies Aviation) is complete garbage once you leave the customs hall. No way to get through to a human being and if by some chance you do the level of helpfulness is 0. As of yesterday at Gregorys luggage repair in Melbourne (one of two authorised centres) they are now no longer disposing of destroyed luggage taken in for assessment/repair. Gregorys are not prepared to pay the tip fees associated without being reimbursed by the airline and the airline is no longer willing to reimburse so hapless customers may get a replacement bag but have to cart away and dispose of their damaged bag as part of the price of SQ's lousy ground handling.

 

[shmoozy1]

Family and I have had 4 recent return flights in SQ J between Melbourne and Europe. We have not had any issues with anything. Our flight in September out of Melbourne certainly had the normal J class check-in desk service. I am surprised to hear of this contactless service only business.

Though I do think SQ's new A350 J class is not a great hardware product compared to their old planes. Their brochures looked good mainly because the seats are new. But in actual use those seats felt much more cramped compared to their original 777/A380 planes out of Melbourne. And they wiped out a proper exit/bassinet row for no obvious reason. Initially it was said the "regional" versions of the A350 wouldn't be flown on the MEL and SYD routes but I guess Covid changed a few things.

Having just done MEL/SIN/FRA/JFK return I've decided to avoid the SQ J product wherever possible. Crew are brilliant but the tiny angled cubby hole for your feet is beyond ridiculous particularly if you are tall as I am. Clearly not well thought through design. Only seats that have any sort of sensible leg room is bulkhead middles which do have a more traditional full width foot rest.

 

[dajop]

I really do think everyone should avoid SQ as much as possible . They are not worth travelling on. Much better to take an alternative.

And then hopefully award availability will improve.

 

[OZDUCK]

Having just done MEL/SIN/FRA/JFK return I've decided to avoid the SQ J product wherever possible. Crew are brilliant but the tiny angled cubby hole for your feet is beyond ridiculous particularly if you are tall as I am. Clearly not well thought through design. Only seats that have any sort of sensible leg room is bulkhead middles which do have a more traditional full width foot rest.

I feel the same about those seats after our trip to Frankfurt.

 

[JohnK]

I really do think everyone should avoid SQ as much as possible . They are not worth travelling on. Much better to take an alternative.

And then hopefully award availability will improve.

Can't wait for competition to come back on SE Asian routes.

I'm having nightmares thinking about sitting on those awful A350 economy seats.

 

[spade1686]

Can confirm checking in this morning in Melbourne - the Y lines looked ridiculous, this was at 8:15am for the 10:30 flight and it was out to the terminal entrance. Couldn't tell if it was for check in or bag drop. I think if you were joining that line, you're looking at an 1 1/2hr+ wait minimum. Doesn't help that it seems like everyone is taking a lot of bags with them which extends the process

The only weird thing was that their seemed to be a short line for the kiosks but staff weren't directing people to them, so potentially the lines were for bag drop after people had used the kiosks

had to wait about 10 mins for J checkin , mainly due to a large family ahead of us. 3 counters available for J

dreading my flight in Y next year now!

 

[MathNerd]

Their baggage service (now conducted via Swissport, till October by Menzies Aviation) is complete garbage once you leave the customs hall. No way to get through to a human being and if by some chance you do the level of helpfulness is 0. As of yesterday at Gregorys luggage repair in Melbourne (one of two authorised centres) they are now no longer disposing of destroyed luggage taken in for assessment/repair. Gregorys are not prepared to pay the tip fees associated without being reimbursed by the airline and the airline is no longer willing to reimburse so hapless customers may get a replacement bag but have to cart away and dispose of their damaged bag as part of the price of SQ's lousy ground handling.

Oh wow - I've been to Gregory's a couple of times this year already due to damaged bags (way before the switch from Menzies to Swissport occurred) and they were always great and basically replaced slightly damaged bags with brand new ones and took care of the old ones. I'm guessing now that their income has reduced due to this change in policy it'll be harder for them to provide the same level of service moving forward.
Real shame.

Can confirm checking in this morning in Melbourne - the Y lines looked ridiculous, this was at 8:15am for the 10:30 flight and it was out to the terminal entrance. Couldn't tell if it was for check in or bag drop. I think if you were joining that line, you're looking at an 1 1/2hr+ wait minimum. Doesn't help that it seems like everyone is taking a lot of bags with them which extends the process

The only weird thing was that their seemed to be a short line for the kiosks but staff weren't directing people to them, so potentially the lines were for bag drop after people had used the kiosks

had to wait about 10 mins for J checkin , mainly due to a large family ahead of us. 3 counters available for J

dreading my flight in Y next year now!

Yup exactly right - this is exactly what the OP was about. Still finding it hard to believe such a drastic change has happened right before the busiest travel period of this year compounded with the revenge travel component too.
I also think a significant number of pax in that long like would've assumed that was the regular like for check-in, bag drop, visa checks etc, and only once they approached the front have realised that it was just bag drop.
Especially if you haven't travelled for a while, it makes perfect sense to imagine that a long line like that would be just a regular check-in like for an agent!

@Cruiser Elite any response to your feedback/questions to MEL Station Manager? I submitted feedback too to SQ's feedback site but whether that goes anywhere is another matter haha.

 

[Sprucegoose]

hard to believe such a drastic change has happened right before the busiest travel period of this year compounded with the revenge travel component too.

Dear, oh dear, this is making the Red Rat look good!

And to be fair, I have always been fairly compensated for damaged bags.

They even rang me once when I forgot to collect my bags (I wasn't match fit - pandemic). I can't see SQ doing this if they struggle to check people in.