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LAST Tuesday, I called Singapore Airlines' 24-hour reservation service at around 11pm. I received the usual recorded message telling me to hold on as 'all the lines are busy'. Incredible as it may sound, I held on for almost half an hour with the same message being repeated over and over till I got tired of holding on and hung up. I tried again after two to three minutes and the same scenario was repeated.
I did this about five times, each time being put on hold for about 25-30 minutes without success. This makes a total of more than two hours of 'busy lines'. It goes without saying that I was frustrated and disgusted with SIA's service. For a premier airline, this is bad service and is totally unacceptable. Is this the normal situation after office hours? Who mans the call centre? It is obvious more lines and manpower are needed if the volume of calls is so high.
Lim-Sin Chey Cheng (Mrs)
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