SEATTLE- A Singapore Airlines (SQ) Passenger, Khayli Bruton, aged 27, recounted her experience to AsiaOne regarding the unexpected disruption they faced with their Vancouver to Singapore (SIN) return flight.
Singapore Passengers Vancouver to SIN Flight Issue
This Singaporean individual explained to AsiaOne that her family had made reservations on January 3 of this year, intending to travel to San Francisco International Airport in September and then return to Singapore from Vancouver International Airport in October.
Even though the expenditure amounted to around $11,638, Bruton expressed,
“For our family, convenience, and comfort have always been paramount factors when selecting travel options. This was why it was easy to opt for Singapore Airlines, given their exclusive direct flights to San Francisco and Vancouver.”
Bruton went on to share that their trip to Canada was a long-anticipated journey to reunite with relatives and friends they hadn’t been able to see due to the COVID-19 pandemic.
Reschedule to Seattle
After scrutinizing the flight details more closely, Bruton realized that her initial departure from Vancouver International Airport had been modified to Tacoma International Airport in Seattle.
Suspecting a potential human error, Bruton contacted SIA’s customer service for clarification. To her surprise, they confirmed that the flight location alteration was intentional.
According to Bruton, she was informed that the change was due to the fact that “starting from October 1, 2023, they were discontinuing operations on the Vancouver to Singapore route.”
Back in February, SIA announced their decision to suspend flights to and from Vancouver come October. Subsequently, citing that “the group will remain vigilant about the demand for air travel and will adjust its capacity accordingly.”
Unhappy with SIA’s Customer Service
After extensive discussions between Bruton and SIA, she informed AsiaOne that SIA ultimately agreed to reschedule their Seattle flight from October 5 to October 7, allowing them more time to travel from Vancouver to Seattle.
However, despite this adjustment, Bruton revealed that they still had to bear extra expenses.
They were faced with the choice of booking a flight from Vancouver to Seattle, which would amount to around $2,000 for their family of four. Otherwise, they need to arrange a private car to drive them to Seattle at an approximate cost of $1,200.
In conveying her experience to AsiaOne, Bruton expressed disappointment with the service offered by SIA, stating,
“The interactions over the phone and written responses felt robotic, lacking a genuine human connection.”
She added, “I hope they will make improvements so that others do not have to endure the stressful ordeal that I have gone through.”
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