Singapore Airlines review by Pochi 2015-09-14

I tried to call the customer service thru both the toll free number and the 312-843-5333 number, both of them lead to the waiting time more than an hour and once someone pick up my phone, he told me that I called the wrong department because I should call the Kris Flyer number instead. However, both number has the automatic system and let me choose the Kris Flyer department and reward flight inquiry. So the representative put me to the "kris flyer dept" again and I had to wait for it for so long for nothing. I did try to make this call over the weekend already, I had 2-3 times over 1hr wait experience without anyone pick up the phone. Singapore Airline claims the customer service is 24h every day, I wonder how they can make this claim when I had tried multiple times attempts to contact anyone over the phone. All I want to do is to cancel a reward flight, and it is not allowed to do it online. If you let people change flight online, then why not cancel flight? It will save people so much time. I fly Singapore airline for business all the time, I can't believe the customer service is that poor. This is a huge disappointment and I can’t imagine if I have something urgent and require t