Overcharging by Singapore Airlines

[happytraveller]

I had booked an award ticket with Singapore Airlines for a return trip from Hong Kong to Seoul, Korea. When I telephoned SIA to pay the departure taxes (which I have to pay on a 'free' ticket) I was quoted a figure of $239. Another later telephone call got the same quote, which I refused to pay. Lots of telephone calls to SIA and finally, just before departure, a trip to their office in Christhchurch NZ. There, the taxes were reduced to about $145, but this was still above the correct figure. Got to Hong Kong to find that there was no trace of my electronic ticket, so more delays and problems there, before a new paper ticket was issued. More problems with the return reservation from Seoul as well. Emails ignored by SIA also.

I did some research and found that the correct tax figure was around $70. SIA had said that I also had to pay Hong Kong departure tax, even though I was in transit only at HKG. Lots of emails to SIA, who insisted that they were right. I continued to check via the internet, and sent them all the evidence that they were overcharging.

It seems that there is a deliberate policy with SIA to overcharge for taxes on these award tickets. Comparison with other airlines showed just how much they were trying to overcharge. I guess that a lot of travellers are paying the inflated 'tax' figures believing that they are the correct amounts.

Singapore Airlines customer service has proved hopeless. Emails were sometimes ignored, telephone calls not returned, and a lot of incorrect information and excuses were given. The experience of their customer service has been extremely poor. This policy of overcharging (and also charging 'taxes' that a traveller does not legally have to pay) is fraudulent. Paying the correct amount for departure taxes etc. is fair enough, what is not fair is for SIA to charge 2 or 3 times the correct figure, and then try to convince travellers that this is indeed the correct amount. Almost amounts to fraud.

Had their customer service had been more apologetic, then I could have forgiven them, but their insistance that they were right, ignoring of emails and telephone calls and their replies (when they did actually reply) point to very poor customer 'service'. The advice that I would give to others is to check via the internet BEFORE you pay the departure 'taxes' that an airline is asking for. What the airline is demanding, and what is legally required, may be two very different figures, as was the case in this instance.

[benwynn]

Not so happy aye HappyTraveller?

Will this effect me do you think? Im flying Brisbane-Singapore on Singapore Airlines, then Singapore-Phuket on Silk Air. The Price is $1262 per person including taxes- Without taxes, its only $1000 (There abouts) It seems like alot, but Is it right?

[ZKTOM]

Some airlines include alot of the taxes etc. in the actual cost of the fare. Some airlines however are sneaky and will make the fare look cheap in advertising eg.$250 and then when it comes to booking it ends up costing $500+ because the taxes and charges are included.

But saying that, airfares are expensive unless you can get them free .

[benwynn]

*Freedom Air*

[ardypilot]

But saying that, airfares are expensive unless you can get them free

In europe that is a different story. I once flew London to Barcelona return for about £40 ($120). Taxes included.

*Freedom Air*

Thats Zeal320 now.

[G-HEVN]

I've seen deals hear for £1 ("plus taxes" ) on QueasyJet etc.

[ZKTOM]

Qantas had some domestic ad a while ago:

Fares over the tasman from $175*

plus taxes

thats advertising that works.

[Kelburn]

Remember taxes in Australia are usually $200+ so really the return fare will end up being $400

[ZKTOM]

Remember taxes in Australia are usually $200+ so really the return fare will end up being $400

nah nah nah, it depends on what airline. Some include/exclude things in the fares. Others have more taxes etc.

It ended up costing 575 dollars return

[Kelburn]

ZKTOM I mean airport taxes and that doesn't differ between airlines it differs between airports and they are really expensive in Australia especially Sydney.

[ZKTOM]

I'd check the sites first kelburn. Firstly the taxes/gov. costs for Brizzy are only 97 dollars ANZ. Get the facts right 1st.

[Kelburn]

ZKTOM thats Brisbane but Sydney and Melbourne are alot more. I've been there so I do know.

[happytraveller]

more on the overcharging by Singapore Airlines.....

What has got me really annoyed is that when you compare SIA with other airlines, using the same route and selecting similar flight times/dates, that SIA were FAR more expensive. It was this discovery that got me looking into what the exact charges should be.

Singapore Airlines insisted for a long time (but finally gave in) that I had to pay Hong Kong departure tax even though I was only in transit there for 6 hours (remaining airside the whole time). Again, attempted overcharging by SIA.

The departure charge is a set figure and SIA were wrong to ask (initially) for mor than THREE times the correct figure. It was not just a simple mistake, as different staff and different offices all claimed that the figures were correct.

I consider this as fraud, and as SIA have been so bad in this matter, I am persuing it. Any lawyers reading this? I am contacting magazines etc. to publicise the practice, which needs to be stopped.

Next time that I fly, I am going to carefully check the taxes before I pay, just to make sure that it is correct. Needless to say, SIA are now well down on the list of airlines to use. After lots of emails, SIA have finally refunded the taxes. I wonder why???!!!! I still think that it amounts to fraudulent practice.

Smooth landings!!!

[happytraveller]

The first figure that SIA asked for was $239, this was later reduced to $145 following complaints, and the actual figure was around $70. So an attempted overcharge of THREE times the correct figure.

[ZKTOM]

They probably thought you were going to take it to Fair Go!!!!

[Duckman]

I've seen deals hear for £1 ("plus taxes" ) on QueasyJet etc.

Isn't its nick-name sleezy-jet? That's what I've heard anyway, but then again (unfortunately) I'm not from england.


Anyway, I fly on Singapore Airlines tonnes and have never had an issue with price.
By the way, you can get them under the Fair Trading Act for false advertising if it says something along the lines of 'plus taxes' somewhere quite small and unnoticeable on the add. Hehe that'd teach 'em!!!

[happytraveller]

Regarding the overcharging, I AM going to persue this one, not just for myself but to prevent SIA overcharging others. I guess that it is a deliberate policy to overcharge on the taxes, and the practice needs to be stopped. Getting my teeth into this one, and not letting go.

Smooth landings (Not on Singapore Airlines).

[benwynn]

I just booked 2 seats to Phuket Via Singapore flying Silk Air and Singapore AIrlines- The fare was $1900AUD and taxes were $632!!!!

[HardCorePawn]

Just make sure you clarify what is Tax (usually charged by airport company's, governments etc) and what is surcharges (fuel levies etc.)

Airlines have hugely differing surcharges, as they often have different deals on fuel (I believe a lot of them actually participate in the futures market and lock in various rates... kinda like getting a fixed rate mortgage)... so some have fuel surcharge of $35/sector... while others have a $100/sector surcharge.

Personally, I despise the practice of fuel surcharges... if it costs more, because the fuel is more expensive, then put it on the ticket price so I know exactly what I am paying for!! Don't wait until after I've selected all my flights and put in my credit card etc and then go "ps. its another $200 for the fuel"... WTH?!!?!?

The taxes, well I can understand why they are separate... because they are not part of the fare, but govts/airports make the airlines collect it as part of the ticket.

[happytraveller]

Bit more on the story.......

Singapore Airlines have credited my air miles account with 20 000 miles, but the promised refund of the $145 overcharge of the taxes does not seem to have come, what a surprise.

As suggested above, I have emailed Fair Go, and I am also contacting some magazines to highlight the practice.

Watch this space!!

Smooth landings

(not on Singapore airways!)