SINGAPORE- A Singapore Airlines (SQ) business class passenger described a physically exhausting experience after her seat failed to recline on a 6-hour flight from Seoul Incheon International Airport (ICN) to Singapore Changi Airport (SIN).
The incident, which occurred on December 24, involved multiple service issues, including a faulty seat, a non-functioning in-flight entertainment system, damaged luggage, and dissatisfaction with onboard meals.
Singapore Airlines Business Class Seat Failure
According to Mothership, the passenger said she was informed before boarding that her in-flight entertainment system was faulty, a disclosure that did not initially concern her. However, once onboard, she discovered that her business class seat could not recline at all.
In a video shared by the passenger, the seat remained fully upright despite repeated attempts to use the electronic control panel located at the side. She also attempted to recline the seat manually, but it did not move.
As the flight was 6 hours long, she remained seated fully upright for the entire journey. She described the experience as “extremely uncomfortable,” adding that it was “physically exhausting” and made it difficult to rest.
She also said the situation extremely disappointed her, noting that it fell short of the standard she had come to expect from the airline.
The airline did not give the passenger a clear explanation for why the seat was not functioning.
She said an inflight supervisor told her there was “nothing [he] could do” before referring the issue to another crew member.
Because the flight was operating at full capacity, no alternative seat was available. The airline did not offer the passenger the option to take a later flight or travel on another day, and she added that she would have chosen that option if the airline had presented it as an alternative.
To reduce discomfort from the faulty entertainment screen, she was advised to place a safety card over it to minimise the light. She also claimed that there were no further follow-up check-ins from the cabin crew for the remainder of the flight.
Compensation Offered After Complaint
The airline later informed the passenger that it would give her a S$400 KrisShop voucher as compensation for the inconvenience caused by the faulty seat and entertainment system.
She did not indicate that the airline issued the compensation during the flight, only that it told her it would provide it.
Despite the voucher offer, she maintained that the experience remained physically draining and did not meet her expectations for a business class product.
Damaged Luggage and Meal Concerns
In addition to the seating issue, the passenger reported that the airline damaged three of her 11 checked-in luggage items during the flight. She added that she had purchased one of the damaged suitcases just seven days earlier.
She also raised concerns about the onboard meal, stating that she was unable to finish the gnocchi main course; she described its taste as resembling “hardened, reheated rice cakes.”
Despite these issues, she highlighted a positive interaction with 1 cabin crew member. A Korean stewardess noticed that she was not eating, checked in on her well-being, and made an effort to engage her in conversation.
The stewardess also gave teddy bears to the passenger’s children, who were travelling with her in business class, in an attempt to ease the situation.
Singapore Airlines’ Response
In response to queries, Singapore Airlines stated that a ground staff member in Seoul had informed the passenger before boarding that both the seat’s in-flight entertainment screen and the seat-recline mechanism were faulty.
As the flight was full, the airline said it was unable to offer her an alternative seat. Singapore Airlines added that the passenger agreed to remain in her assigned seat and that the cabin crew onboard checked on her well-being throughout the flight.
The airline apologised for the experience and for the damage to the passenger’s luggage, advising that she could submit a report through its website. It also confirmed that compensation had been offered for the inconvenience caused.
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