I have to agree that their call center is not up to the standard that we have come to expect.

I had to refund 2 business class tickets due to the border opening being shifted and while I understand that they are swamped, it is more the promises made by 4 call center agents and failing to keep them that irked me more than anything else.

Each call was 2 weeks apart and each time I was told that I will receive an email or a callback within 24-48 hours, and each time, nothing happened.

I also needed to buy 4 biz class tickets from Australia to US for later this year and I wanted to know the ticketing deadline so called SQ and was told that deadline is the same day I reserved the tickets (online). I asked if they could give me 3-4 days but the person said no. I said I am not asking for an extension of a $400 K fare ticket. He came back after checking with his supervisor and said they will provide a one time exception.

I was pretty much put off by that and just bought with another carrier, as the Mrs and I commented whether we should continue to pump money into SQ while still awaiting our refund, and that holding a 4 biz class revenue ticket for 3-4 days is considered a one time exception.

Ironically, after buying the tickets on another carrier, I finally received the refund email. Too bad as SQ was more convenient timing-wise but as it was the same price, SQ lost our business this time