[HambaGahle]

It is our intention to fly to Munich in 2025. Having flown Singapore Airlines this year for the first time, we were so pleasantly impressed from start to finish, we wanted to fly with them again. Indeed, we are looking to transfer our loyalties to a new airline as the airline to which we have been loyal for many years has become unworthy of that loyalty. What a debacle this process has been.
Firstly, when I went to make an Economy booking SYD/SIN/FRA/MUC return. I was presented with the offer of upgrading - paying a higher fare - to Premium. I opted for the upgrade but when I tried to proceed further, a warning appeared on the screen - 'This flight is mixed cabin'. I assumed that was the smaller plane - FRA/MUC however, that was not the case. The ENTIRE outbound SYD/MUC was economy yet there was no adjustment for the airfare which was to be for Premium.
Telephone call to the customer representative was futile.
A day later, I thought to try out of another departure city. I booked the Premium Economy as before but this time, my confirmations showed I was booked Premium Economy MEL/SIN/FRA and MUC/SIN/MEL, then economy FRA/MUC. Perfect! Again I got the warning about the mixed cabin class which would be correct - FRA/MUC/FRA would be economy and the remainder Premium. This time though, I took a screen dump of my confirmations. Well, this was not to progress smoothly. When I attempted to select seats, the system would not allow me to enter the Premium Economy cabin - only Economy. Screen dumps attached show evidence of confirmed PREMIUM economy then changing to Economy only.
So I phone SIA, who mimicked my booking - AND GOT THE SAME RESULT AS ME.
Off he goes to speak with his superiors and 25 minutes later comes back and asks me to try again. Surprise, surprise, not only has the price gone up, but now, even though I have selected Premium Economy upgrade like before, each the warning sign about mixed classes appears except this time, flight details show Economy SYD/MUC! What shenanigans were SIA up to while I was kept waiting 25 minutes?
Multiple phone calls, and emails sent with the evidence of the confirmed Premium Economy bookings have only been one stress after another. All I get from them is, "we have not heard any update from the team". Meanwhile, other flight prices are on the rise while I sit waiting for them to pull their finger out and let me know if they are honouring the price or not.
This is not what I expect of what is supposedly a quality airline company. At best, just very slow customer service, at worst, poor customer service, unethical behaviour, and false advertising. Highly disappointing because we absolutely loved our flight earlier this year and had every intention of moving to Singapore Airlines and adopting them as our new airline. We even joined their Krisflyer club earlier this year fully expecting to have a lengthy relationship with them but this latest behaviour from them and manner in which we have been treated has left us thinking twice.