Singapore Airlines customers vent over website crash

Passengers revert to phone bookings after system crashes

Asia Pacific carrier Singapore Airlines is facing a barrage of complaints after problems with its new website have emerged.

According to posts on airline forum website, Flyertalk, the problems began on 19 May after Singapore Airlines rolled out what it called an improved website with a single payment system and interface to create itineraries.

However, passengers wanting to check in online since than have been unable to after personal details entered into the system disappeared and members of its frequent flyer club Krisflyer who had saved reservation and passport numbers also found all their details had disappeared.

One forum user wrote that it was “unbelievable” that a premium carrier like Singapore Airlines could "launch a website so full of bugs and depend on their customers like us to be their beta testers".

An Australian customer told Computerworld Australia that he had resorted to phoning the customer call centre. “The call centre is getting so many flight bookings that it’s starting to annoy them,” he said.

A statement from Singapore Airlines said that it was currently experiencing technical difficulties on singaporeair.com, and was working to rectify the problem.

“You may wish to contact your local Singapore Airlines office should you require urgent assistance,” read the statement. “Your understanding is much appreciated, and we apologise for any inconvenience caused.”

Follow Hamish Barwick on Twitter: @HamishBarwick

Follow Computerworld Australia on Twitter: @ComputerworldAU

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