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March 12, 2008

Customer not told of changed flight schedule

I TOOK my parents and two young children, aged two and four, with me to North Carolina in the United States for four months beginning February for a job posting. I had booked my return journey at a June date from Raleigh, North Carolina, to Singapore with Singapore Airlines in January. My return flight consists of a connection with Continental Air from Raleigh to Newark, followed by an onward journey from Newark to Singapore.

I was shocked to find out, when I checked my bookings on the SIA website on Friday, that my return flight from Newark to Singapore had been rescheduled to depart from JFK and transiting at Frankfurt. SIA had not bothered to inform me or consider my connecting flight on Continental Air from Raleigh to Newark. My current itinerary says that I will arrive in Newark on the same day at 7.20pm and catch the SQ flight from JFK airport at 9.05pm. Is that possible?

It is inconceivable that SIA could reschedule changes affecting passengers who hold confirmed tickets and who had already commenced their journey. Since the airline has already committed to me by accepting my payment and issued me the tickets, it cannot make changes to passengers' schedule without informing the affected customers. To date, SIA has still not contacted me or my travel agent from whom I bought my tickets regarding the schedule changes.

Dr Law Yan Mee

North Carolina, USA