Man buys premium SilkAir plane ticket but flies on budget airline Scoot

Jn Tan on Sunday, December 5 took Facebook to vent out his ire to Singapore Airlines for poor customer service.

A Scoot Airlines Boeing 787 airbus taken on June 6, 2017 (Wikimedia Commons)

A Singaporean man is furious over Singapore Airlines (SQ) for quite a few terrible instances that he and a companion experienced, including flying on a low-cost airline Scoot with a premium SilkAir plane ticket.

Jn Tan on Sunday, December 5 took Facebook to vent out his ire to Singapore Airlines for poor customer service. In his lengthy post on the social media, Tan first complained that they were forced to take Scoot for their flight from Changi to Kuching in Malaysia despite having a premium pass on SilkAir, a regional full-service subsidiary of SQ.

Also read: Singapore Airlines, SilkAir to codeshare on Scoot flights

Tan claimed he had been trying to reach out to Singapore Airlines via email since almost a month ago but failed to get a response. Hence, he decided to post his concerns on Facebook and tagged SG in his post.

The passenger also objected about the airline's failure to notify them regarding the changes in their flight. Tan said he tried to phone SQ's call centre three times but no one immediately addressed his concern and was told they will get back to him, but he never heard from them since.

On board the Scoot flight, the passengers were expecting to get a complimentary in-flight meal and drinks since they have a premium full-service ticket. However, according to Tan, meals were distributed but he never received his. Tan also mentioned a couple of other issues they had with their flight which can be read below.

Since October 29, SilkAir's Kuching flights were transferred to Scoot. This was first announced in July.

In a statement to Mothership, SilkAir says they have informed their Kuching-bound passengers about the changes and were given the choice to either take the Scoot flight or reroute to another SilkAir point in Malaysia.

"Customers booked for Kuching for travel from 29 October onwards were given the option to reroute their flight to another SilkAir point in Malaysia or to continue their travel to Kuching on a Scoot flight, where meals would be provided as per original flight. Alternatively, they could also opt for a full refund of their tickets. All administrative fees and penalties were waived for customers who have purchased tickets prior to the transfer of service."

Despite that, Scoot tries to reach out to Tan to offer a standard travel voucher for future flights with the budget airline.

"We apologised that this passenger was not served meals onboard. We will continue to monitor the efforts of this transfer for other passengers to ensure seamless handling."


This article was first published on December 8, 2017