Reply To: Official Complaint to SQBack to Forum
Both SQ and the travel agent should be responsible for the incident !!!
20 August 2009
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
respond to you earlier as our investigations took longer than expected.
you very much for your kind patience while we looked into the matter you
Upon receipt of your correspondence, we have initiated an investigation
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
the one shown in passenger’s passport. Ticket has to be reissued if
is found. We are very sorry that your travel agent had input the names for
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
had to charge a ticket reissuance fee of HKD500 each for Mr Chan and Mr
As Mr Chan and Mr Wong preferred to liaise with their travel agent in
direct, the subsequent ticket re-arrangement was taken over by your travel
We acknowledge the inconvenience Mr Chan and Mr Wong were put through as a
result of the ticket reissuance requirement. We understand you had
an extra cost of CNY3,000 on this occasion. Our Ticketing Office in
has got in touch with your travel agent in order to resolve the issue on
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.
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
name as shown in your bank account opened in Hong Kong, complete the
Release and Indemnity Form and send it to the following address:
Thank you for allowing me to explain matters, Ms Wong, and our apologies
again for the disappointment and unintended upset caused. We hope that you
will give us the opportunity to serve you better.