All I wanted to do when I got back today was to blog about the wonderful time we spent together.
Unfortunately, there's something more pressing to address/rant about.
Alister's horrendous experience with Singapore Airlines.
He had confirmed return tickets as follows:
SINGAPORE AIRLINES
1. Penang to Singapore (MI 357) - 11th June 2009 departing 21.15 (9.15pm) arriving 22.40 (10.40pm)
2. Singapore to Melbourne (SQ 237) - 11th June 2009 departing 23.35 (11.35pm) arriving 08.55am (12th July 2009, Melbourne time)
and another connecting flight with Virgin Blue from
3. Melbourne to Launceston (DJ 1368) - 12th July 2009 departing 13.00 (1.oopm) arriving 14.05 (2.05pm)
When we arrived at the Penang airport well before 7.15pm on 11th June, we were greeted by 2 long queues in front of the SilkAir (Singapore Airlines) counters, which weren't open for checking-in yet.
We checked the departure monitor and noticed that Alister's flight (MI 357) had been re-timed/DELAYED to 10pm. This got me a bit worried, as he had a connecting flight to Melbourne.
Once the counters opened for business, we waited more than half an hour before getting to the front of the queue, with more than 10 passengers still behind us.
I immediately noticed something fishy when the SilkAir ground personnel kept communicating on walkie-talkies and when the man behind the counter we were queueing at took more than 10 minutes to check-in the Japanese lady passenger and her son just ahead of us.
We overheard him tell her that because of this flight's delay, she would not be able to make her connecting flight to Narita Airport, Japan. She was also told that arragements would be made once she lands in Singapore.
When it came to Alister's turn to check-in, I read a photocopy notice at the counter apologising for the delay and that his flight would only arrive at Changi, Singapore at 11.25pm. I immediately asked Alister to enquire whether he would be able to make it in time for his connecting flight, as the personnel did not mention anything to Alister.
Alister asked me if it was necessary and I said, Yes, of course because he doesn't have much time between landing and getting to his next flight. Only 10 minutes. What about his checked-in baggage?
So Alister asked if he would make it in time. Only then did the personnel tell him that he had not check Alister in for the connecting flight to Melbourne. BUT had checked-in his baggage all the way to Melbourne. He told Alister that he would not make it in time for his connecting flight.
WHY DIDN'T HE TELL ALISTER BEFORE? WHAT IF WE DIDN'T ENQUIRE?
All he could say was that arrangements would be made when Alister lands in Singapore.
WHAT THE HELL DOES THAT MEAN?
So I asked the personnel when the next available flight to Melbourne was. He said he couldn't check it in his computer. As there was still a long queue behind us, we decided to let him get on with checking other passengers in.
We went over to Singapore Airline's ticketing office at Penang Airport and was assured by that personnel there that Singapore Airlines would do all they can to put him on the next flight out to Melbourne. I asked him whether they would also arrange his connecting flight from Melbourne to Launceston, Tasmania, and he assured us that they would do all that.
FRIGGIN' LIAR!
THAT'S DOWN RIGHT MISREPRESENTATION!!
What else could we do? So we went to grab some dinner and waited for his flight out of Penang.
When Alister arrived in Singapore, he was checked-into a hotel because he had missed his original connecting flight and the next available flight was at 9.55 am the next day.
He was also told that he must make his own arrangements for the Virgin Blue flight from Melbourne to Launceston, as Singapore Airlines would not compensate for that flight.
DOESN'T THAT MAKE YOUR BLOOD BOIL ALREADY?
BECAUSE OF THEIR FAULT, HE HAS TO FORK OUT MORE MONEY TO BUY ANOTHER FLIGHT TICKET???
I tried to look online for flights to Launceston and was horrified to find that most of the flights cost a minimum of $300 Australian Dollars one way.
So I checked on Jetstar and found a $69 flight from Melbourne to Launceston and instantly messaged him to let him know. He couldn't txt me back as he had run out of credits.
On Sunday (yesterday) morning, I got a call from Alister from Changi Airport at around 10am. I was surprised and asked him why he wasn't on the 9.55am flight back to Melbourne. He told me that that flight had full occupancy and that he was put on the next flight which was at 8pm.
So he waited 12 HOURS at CHANGI AIRPORT.
He finally got back to Launceston after buying a $69 Jetstar ticket from Melbourne.
I spoke to him online today...and asked him how he spent the 12 hours at Changi.
He told me he read, had lunch and watched tv. I was surprised to learn that Singapore Airlines did not even offer him any meal vouchers while he waited at the airport for more than 12 hours.
I then asked how his family liked the souveniers he got for them.
He told me he hasn't been able to give it to them as his baggage is still in Singapore.
ABSOLUTELY BRILLIANT ISN'T IT??
He only has one small carry-on backpack containing one fleece jumper and a novel.
He has not even been told when his 2 checked-in baggage would arrive, if at all.
I AM NOW OFFICIALLY TRULY DISGUSTED AT SINGAPORE AIRLINES.
One of my flight was delayed because some passengers did not board the flight but their luggage had been put into the plane's cargo storage. The plane waited for a reasonable amount of time and decided that the passengers would not turn up and made the ultimate decision to remove their luggage from cargo, causing an even longer delay.
I do not have extensive experience with many major airlines, but the treatment and mishandling and blatant disregard for passengers' welfare is APPALLING.
I've always been an avid supporter of Singapore Airlines and always raved about how good their service is to all my friends. I even encourage Alister to choose Singapore Airlines because of the satisfactory flights I have had.
I did some research and found that he MUST be compensated for the delays and mishandled baggage.
from Singapore Airlines website
Mishandled Baggage
In the event that you arrive at the destination without your checked baggage, please be assured that we will do everything possible to assist you. We apologise for the mishandling of your baggage and will do our best to trace your baggage and deliver to you as soon as possible.
We will initiate the tracing of your baggage through our worldwide computerised tracing system and will keep you informed of the status of your baggage. If you need any assistance, please contact our local airport office or check the search status using the Baggage Tracer system. To facilitate the search, please have the File Reference number ready.
We will notify you as soon as your baggage is located and will deliver it to the address you specified, subject to local customs regulations. Alternatively, you may collect your baggage at the airport and we shall be glad to reimburse the transport cost.
We have appointed agents to repair your damaged bag as quickly as possible. Details of arrangements will be provided by our local office. If you have any further enquiries, please call us for assistance. Our staff will be glad to help you in any way possible.
IATA terms and conditions (International Air Transport Association)
NOTICE OF BAGGAGE LIABILITY LIMITATIONS
Liability for loss, delay, or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid. For international travel (including domestic portions of international journeys) to which the Warsaw Convention applies the liability limit is approximately $9.07 per pound ($20 per kilogram) for checked baggage and $400 per passenger for unchecked baggage. For international travel (including domestic portions of international journeys) to which the Montreal Convention applies the liability limit is approximately $1500 (1000 SDR) per passenger for all baggage. For travel wholly between U.S. points federal rules require any limit on an airline's baggage liability to be at least $2800 per passenger. Excess valuation may be declared on certain types of articles. Some carriers assume no liability for fragile, valuable or perishable articles. Further information may be obtained from the carrier.
From IATA
AIR CARRIER LIABILITY FOR PASSENGERS AND THEIR BAGGAGE
Passenger delays: In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4150 SDRs (approximate amount in local currency).
Baggage delays: In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1000 SDRs (approximate amount in local currency).
Statutory Instrument 2002 No. 263
The Carriage by Air Acts (Implementation of the Montreal Convention 1999) Order 2002
Article 22 - Limits of Liability in Relation to Delay, Baggage and Cargo
1. In the case of damage caused by delay as specified in Article 19 in the carriage of persons, the liability of the carrier for each passenger is limited to 4,150 Special Drawing Rights.
2. In the carriage of baggage, the liability of the carrier in the case of destruction, loss, damage or delay is limited to 1,000 Special Drawing Rights for each passenger unless the passenger has made, at the time when the checked baggage was handed over to the carrier, a special declaration of interest in delivery at destination and has paid a supplementary sum if the case so requires. In that case the carrier will be liable to pay a sum not exceeding the declared sum, unless it proves that the sum is greater than the passenger's actual interest in delivery at destination.
1. The sums mentioned in terms of Special Drawing Right in this Convention shall be deemed to refer to the Special Drawing Right as defined by the International Monetary Fund. Conversion of the sums into national currencies shall, in case of judicial proceedings, be made according to the value of such currencies in terms of the Special Drawing Right at the date of the judgement. The value of a national currency, in terms of the Special Drawing Right, of a State Party which is a Member of the International Monetary Fund, shall be calculated in accordance with the method of valuation applied by the International Monetary Fund, in effect at the date of the judgement, for its operations and transactions. The value of a national currency, in terms of the Special Drawing Right, of a State Party which is not a Member of the International Monetary Fund, shall be calculated in a manner determined by that State.
More googling on Lost/Delayed Baggage, I found this:
Lost luggagePosted by: Kensheri, Wellington, on 29/08/2008 7:26:55 PM
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Many years ago, when I flew for Qantas, our entire crew's baggage went missing from a flight from Cairo to London Heathrow. Several days later it turned up - in Anchorage, Alaska!
A bit embarrassing, however, for some of my colleagues who had vastly overstated the value of their bags' contents, as revealed in a routine security check following the bags' discovery. This tendency to exaggerate values is probably one of the reasons for some carriers adopting a hard line towards compensation.
As a passenger I have flown more than two million miles over the past 20 years or so, and have only had bags "mishandled" a handful of times.
Best response on these occasions has been from Cathay Pacific who gave me an allowance for essentials, kept me posted as to progress in their search, then delivered the bag to me in my hotel.
Worst was Singapore Airlines who lost a bag containing cheese, of all things, on a flight from Singapore to Manila. They appeared singularly uninterested in trying to find it, and to this day I have never been compensated.
Given the bag's contents, I imagine it took off under its own power after a couple of weeks and is still circumnavigating the planet.
Hmm...next time just save your hard-earned $, take a budget no-frills airline.
As least, if they f-up, you would not be too surprised.
flashpete wrote: