We apologise for Ms Ang's unpleasant encounter, and have taken action to prevent a recurrence of a similar incident.

Singapore Airlines, like all airlines, sets a baggage weight allowance for each customer based on the class of travel and the customer's frequent flyer status. The limits apply to ensure control on the weight of the aircraft to allow for the carriage of cargo and to ensure that all customers have an equal opportunity to carry baggage up to a set amount.

The limits are enforced generally so as to be fair to other customers who do adhere to the baggage limits. Carrying substantial excess baggage on each flight may mean the need to offload some cargo, which is not fair to freight shippers.

In cases where customers are unable to meet the baggage limits, they have several options: paying excess baggage charges, or sending their excess baggage as cargo, which is usually a more economical means of shipping to the final destination.

Ong Boon Khim

Vice-President, Customer Affairs

Singapore Airlines