Singapore Airlines Service Centre ION

Normally visiting the SQ office to manage our bookings is a pleasant experience, but not today. Long ques that stretched outside was a first time experience! We were here to get assistance with a booking after trying to get through to SQ Customer Services help line. It was impossible to get through even though we were on wait for someone to get free to assist for 2+ hours since the last 3+ days - and despite that we still could not speak to anyone! I guess in these times customer services is hard to find! Makes me wonder why does SQ not outsource its Customer Services calls for speedy assistance!

Time: 4PM (Saturday) Took more than 2 hours to fix my flights. Always expect a long queue due to the high influx of travels this year. The line is not that long because agents are coming out and serve customers while on the line. The struggle was standing for hours waiting to be assisted. They don’t have chairs given the situation now. They have a very small stool on the side were we swap with other passengers to sit on. ??‍♀️ Side note: The Customer service ladies were prompt and kind but the processing is really slow.

Although i am quite upsad about the phone answering services and the queue up for 40 numbers per day to get our request matter settle. But the SIA airline service showroom was indeed a well organised outlet to visit. I got my problem solved within 5mins after long queue to wait for my turn.

Refunded straight away from a canceled flight without any issue or questions. Just be prepared, bring all documents needed and everything will be okay. Thanks to the staff. Polite and professional.

Rise and shine 9.30am and there are 30-40 people waiting… seriously SQ we know it’s covid but keeping your customers waiting 3 hours on the phone line and the line goes dead, or another lady beside me in the queue waited on the line for 17 hours. Wow guys service at its best… some best airline, treated your customers this way is a sure way to lose all of them :( They told me someone would call me back but no one has. My issues has been unresolved for 4 months!!! Update: I waited till 1pm before being able to meet a senior officer who helped me with my case. Joshua Lee was professional, helpful and gave me proper service that I would expect from SQ. He was the first staff who took ownership of an issue that had been unresolved for 4 months - having my account locked for no reason and unable to redeem my miles. Thank you so much Joshua. I hope the staff at SQ can be put through better training and value their customers more.

I'm not sure why so many negative reviews here. Maybe it's just my day that I received excellent services at ION today! Ms Sharon and one male Indian staff(forgotten his name) was extremely helpful and polite while attending to me. There wasn't a queue when I reached but queue started to form shortly after. It only took me a total of 10 minutes to get my issues solved. I sincerely hope people will not verbally abuse them for any problems, the staff are trying their very best to assist us. Thank you, SIA!

I had to change my booking which is not possible via online service as they expect the customers to visit local office for such changes. But the local office is not prepared. When i visited in the afternoon, they say wait time is 4+ hours or the q token for the day is over. Filling out the form didn't help ad no one contacted me. So i visited the office early in the morning 830 next day and waited for them to open. Then i could get my job done. JUST GO EARLY AROUND 830am. Note: i see only reduced staffs as some could be in isolation due to covid 19

Super slow efficiency, super long queues from before opening. This was my second visit. The first time I came at 12 noon and was told to wait 3-4 hours. The second time was at 9am and still had to wait over 4 hours. There are 16 counters in total, but only 6 of them provide service. Many people have been complaining about the waiting time since a few months ago, but until today, the management of SIA does not care and has not made any improvements. If you don't have enough manpower, can you add the relevant functions to the App and Website? Unfortunately one star is the lowest rating, and I wouldn't want to give any star if possible. The front desk staff seems to be temp, totally untrained, unprofessional and self-righteous. I don't need you to make decisions for me, or you should at least get my approval before you do so. I need you to listen carefully to my needs. Not making decisions for me and saying it's for my own good. After waiting for four hours, thanks to the unprofessional staff at the front desk, the counter told me that they couldn't process my request. Four hours of the weekend were wasted for nothing. Shame for you, SIA. A first-class airline? You don't deserve it!