To whom it may concern:

I am very disappointed with the service that your airline had provided. I had just went a on trip the Penang on your airline on the Flight No. AK6536 from Senai Airport to Penang Airport on the 5 Dec 08 2100hrs. It was my first time taking your airline. I was quite happy that the flight landed in Penang 20 minutes before scheduled time. But we had waited 1 hour for our baggage to get onto the belt. The reason that your ground staff gave was there was a shortage of staff and therefore causing a delay. That was a ridiculous reason because passengers on other flights that are later then us had received their luggage before us.

For my journey to Singapore, I took a flight from Penang to Kuala Lumpur (KL) and back to Singapore. It was my worst flight experience that I had ever encountered. The flight AK6315 departing on 8 Dec 08 1455hrs was delayed to 1530hrs and there was no announcement informing the passengers. We as passengers had to go and check with the staff at the counter. Upon checking with the staff, they said they had not gotten any confirmation on the delay when obviously it is already delayed as the time is already pass 1455hrs. As my connecting flight AK131 is at 1700hrs, I am afraid that I could not catch the flight back. Therefore I believe that communications could be made to the KL Airport to inform them of passengers connecting to the flight and request them to wait awhile for us as they claimed we would be reach KL airport at 1620hrs. Your staff told us that we have to inform the ground staff upon reaching KL airport.

Upon reaching the KL airport, I ran to the check-in counter together with other passengers on board the same connecting flight. We had to run from counter to counter to do our check-in. The guy at the check-in counter told us to go to the gate immediately for boarding. As I had to wait for the check-in luggage to come out from the belt, I could not go to the gate immediately. Upon waiting for about 10mins, I had my luggage checked-in and the counter staff again asked us to go to the gate immediately for boarding. That counter staff made a remark after asking us to go to the gate saying, “SINGAPOREAN” I had to run with my elderly mum and aunt to the gate to find out that the flight is delayed for 30mins. Why couldn’t the staff at the counter inform us that the flight is delayed?

I am extremely disappointed with the service that your staff had displayed and provided. What if my elderly mum and aunt is hurt while rushing for the plane which was delayed? What is wrong with Singaporean? I demand an apology from your management for this issue.