Originally Posted by coinboy66

A couple of weeks ago I was scheduled to fly UA28 from SIN-SFO. Due to a mechanical issue with the inbound a/c, the flight was delayed 12 hours to the following day. Economy passengers were given a hotel voucher and 2x S$21 meal vouchers, as a J pax I was given 2x S$28 vouchers. This was done by the SATS company which is United's 3rd party ground service provider in SIN.

When I got to the hotel and checked in, they informed me of two things:
1. The room included breakfast
2. The vouchers could be used at the hotel restaurant

So, after dropping off my things, I went down to the restaurant. The menu looked good and I sat down.

Then, the waiter informed me that the only option for me to use a meal voucher was for a $50 set menu, consisting of mushroom soup, a choice of fish and chips or spaghetti, and a slice of cake. I asked if I could just order off the a la carte menu, and was told no, the voucher can only be used for the set menu. The waiter told me that I could combine the vouchers to cover the cost and would have to pay an additional $8 for the meal. "But my vouchers add up to $56." He frowns, takes the voucher and comes back. "Ok, I see, you are a business class passenger. We have a different package for business class passengers. It is the same food menu but it also includes a glass of wine and the total cost is $80." I look at him, "Are you telling me this is just a $30 glass of wine?". He pauses. "Yes.". "Well I'll just take the economy package then and forfeit the extra $6."

The food arrives. Grocery store frozen fish fillets and chips. An obvious disparity with respect to quality and price compared to the other items on the menu. And so many economy passengers were delighted to pay $8 for a 3 course meal. I ask for a receipt and the waiter is hesitant but provides it. In talking with other staff I understand this hotel receives "Flight Delay" passengers nearly every night, at least enough to warrant an official "FD - Set Dinner - S$50.00" line item on the receipt.

In my opinion, this hotel is (by offering breakfast with the rooms and offering low quality expensive dinners to vacuum up the value of the vouchers) abusing its relationship with SATS who is knowingly or unknowingly passing the cost to airlines. I understand low quality food is not illegal. I understand bad value is not illegal. But I have two specific issues that I think do breach the standard of unethical business practice by any reasonable person:

1. There is no acceptable reason to restrict the use of the vouchers to a single set meal. Money is money. If the restaurant accepts vouchers they should be prepared to accept them for any purchase (unless restricted by the voucher, of course).

2. Passengers should not be restricted to a choice that forces them to pay additional money. There must be at least one option that doesn't require out-of-pocket costs.

I'm quite upset that a hotel would take advantage of displaced passengers who have been left in a vulnerable position. What do you think I should do? I'm mulling over contacting United to make them aware of the issue, contacting SATS to make them aware of this scheme, and filing a complaint with the Consumers Association of Singapore (CASE).