I am extremely disappointed with my recent experience, which was both stressful and poorly handled.
My original flight from Da Nang Vietnam to Singapore was scheduled for 17 April 2026 but was moved to 16 April. I was given the option to cancel or reschedule, and I chose to accept the 16 April flight. Communication initially seemed clear.
However, when I arrived at the airport, I was told at check-in that my name was not on the passenger list—not only for the 16th, but also for the original 17th flight. This caused significant panic, as I had a connecting flight to Australia.
To make matters worse, I later received an email at 6pm stating that my “new” flight (SQ193 to Singapore Departing at 6:39pm) had been cancelled, which made no sense given the situation. In order to avoid missing my onward travel, I had no choice but to purchase a ticket for the same flight using my own money.
Upon arrival in Singapore, I spent over 30 minutes on the phone with customer service. I was then told that for a refund, I would need to cancel my entire booking—something that was not a realistic option, as it would have disrupted my travel to Australia entirely.
Additionally, due to this situation, I was forced into an 18-hour layover in Singapore and had to cover accommodation costs myself. Responsibility was passed back and forth between the booking platform and the airline, with no clear resolution or accountability.
Overall, this experience showed a serious lack of support and consideration for customers. Once payment is made, it feels like the responsibility shifts entirely onto the customer, even in situations caused by system or booking errors.
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