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croesusplw
Participant

Both SQ and the travel agent should be responsible for the incident !!!

20 August 2009

090803364/HKG/SY

Dear Ms Wong,

SQ859/ 14 August 2009, Hong Kong – Singapore
SQ856/ 19 August 2009, Singapore – Hong Kong

First and foremost, please accept our sincere apologies for not being able
to
respond to you earlier as our investigations took longer than expected.
Thank
you very much for your kind patience while we looked into the matter you
have
raised.

Upon receipt of your correspondence, we have initiated an investigation
with
our Airport Office in Hong Kong and our Ticketing Office in Guangzhou.

Allow me to explain that the passenger name on the air ticket must be same
as
the one shown in passenger’s passport. Ticket has to be reissued if
discrepancy
is found. We are very sorry that your travel agent had input the names for
Mr
Chan Wan and Mr Wong King Shun wrongly and the discrepancy was not realized

during the internet check-in process subsequently. As explained by our
ground-handling staff to passengers at the check-in counter, Singapore
Airlines
had to charge a ticket reissuance fee of HKD500 each for Mr Chan and Mr
Wong.
As Mr Chan and Mr Wong preferred to liaise with their travel agent in
Guangzhou
direct, the subsequent ticket re-arrangement was taken over by your travel
agent.

We acknowledge the inconvenience Mr Chan and Mr Wong were put through as a
result of the ticket reissuance requirement. We understand you had
incurred
an extra cost of CNY3,000 on this occasion. Our Ticketing Office in
Guangzhou
has got in touch with your travel agent in order to resolve the issue on
your
behalf as soon as possible. Singapore Airlines is prepared to reimburse you

100% of your out-of-pocket expenses incurred, i.e., HKD3,372 (equivalent to

CNY3,000). Your agent will no longer offer the 50% reimbursement to you
separately. We will settle the bill internally with your agent afterwards.
If
we may clarify, your agent has been informed of the above arrangement.

In order for us to do so, we would be grateful if you could provide your
full
name as shown in your bank account opened in Hong Kong, complete the
attached
Release and Indemnity Form and send it to the following address:

Thank you for allowing me to explain matters, Ms Wong, and our apologies
once
again for the disappointment and unintended upset caused. We hope that you

will give us the opportunity to serve you better.

Yours sincerely,
Administration Manager