@SingaporeAir I am writing to share feedback regarding my recent experience on flight SQ026 from Frankfurt to New York on January 3.
First, I would like to comment on the boarding process for families traveling with young children. My family was traveling with our 16-month-old child, and when passengers with children were invited to board, we were asked to wait nearly 30 minutes before actually being allowed onto the aircraft due to delays in aircraft readiness. Given that this flight had many families with young children, this resulted in dozens of parents standing with tired and increasingly restless toddlers. Better coordination between ground staff and cabin readiness would greatly improve the experience for families.
My greater concern, however, occurred upon arrival at JFK. After collecting our luggage, we proceeded to the oversized baggage belt to retrieve our child’s car seat, only to discover it was missing. When I checked the baggage status in the Singapore Airlines app, I saw that the car seat had not been loaded onto the aircraft.
Your airport staff assisted me in filing a missing baggage report and made a sincere effort to help. However, I then had to wait over an hour while they attempted to locate a loaner car seat. Ultimately, the only option provided was a booster seat, which is not appropriate or safe for a 16-month-old child.
While I appreciate the efforts of the ground staff, this situation represents a serious failure in service and safety. Traveling without a proper car seat placed my family in an extremely difficult and stressful position. As parents, our primary responsibility is our child’s safety, and in this case, we felt let down by an airline we trusted to handle our belongings—especially safety-critical items—with care.
This experience left me deeply concerned about how situations like this are handled. I strongly believe Singapore Airlines should have better procedures and resources in place to ensure that families with infants are not put in a position where their child’s safety is compromised.
I hope you will take this feedback seriously and review your policies around boarding coordination for families and the handling of essential child safety equipment. I would appreciate hearing how Singapore Airlines plans to address these issues so other families do not face a similar experience in the future.
Thank you for your time and attention.
Additionally, limiting feedback submissions to only seven days makes it difficult for customers to address serious concerns privately. Extending this timeframe would help ensure issues are handled directly rather than in public forums.
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