SIA business class passenger can't recline faulty seat on 6-hour flight, says it was 'physically exhausting'

A Singapore Airlines (SIA) passenger was "extremely [disappointed]" after discovering that her business class seat could not be reclined and that the in-flight entertainment system was not working during her flight from Seoul to Singapore.

Speaking to Mothership, the passenger shared that the incident took place on Dec. 24.

Uncomfortable

Prior to boarding, the passenger said she was informed that her in-flight entertainment system was faulty, though this did not bother her too much.

However, once onboard, she realised that her seat could not be reclined.

In a video she shared, her seat remained upright despite repeated attempts to use the electronic control panel located at the side.

She said the seat could not be reclined manually either.

As a result, she had to remain seated upright for the six-hour-long flight.

"I had to remain fully upright for the entire flight, making it extremely uncomfortable and difficult to rest," she lamented.

Offered a voucher as compensation

The passenger said she was not given an explanation as to why the seat was not functioning, and that an inflight supervisor told her there was "nothing [he] could do", before referring the issue to another crew member.

According to the passenger, she was later informed that a S$400 KrisShop voucher would be issued to her as compensation.

She was later advised to place a safety card over the in-flight entertainment screen to reduce the light, to help her try to get some rest.

She also claimed to not receiving further follow-up or check-ins from cabin crew for the remainder of the flight.

"Had I been given the option, I would have chosen to take a later flight or travel on another day, but that alternative was not offered," she said.

Describing the experience as physically exhausting, the passenger said it fell short of the standard she had come to expect from the airline.

Luggage was also damaged

The passenger also said that three of her 11 checked-in luggages were damaged during the flight, including a suitcase that had been purchased just seven days earlier.

Photo courtesy of Mothership reader.

She also raised concerns about the onboard meal, saying she was unable to finish the gnocchi main course.

"It genuinely tasted like hardened, reheated rice cakes," she said.

However, she highlighted a positive interaction with one cabin crew member.

She said a Korean stewardess noticed she was not eating, checked in on her and made an effort to engage her in conversation.

In an attempt to ease the situation, the stewardess also gave teddy bears to her children, who were travelling with her in business class.

SIA's response

In response to Mothership's queries, SIA stated that prior to boarding, an SIA ground staff member in Seoul informed the passenger that both the seat’s in-flight entertainment system screen and seat-recline mechanism were faulty.

As the flight was full, they were unable to offer her an alternative seat.

According to SIA, the passenger had agreed to remain in her assigned seat, and cabin crew onboard checked on her well-being throughout the flight.

The airline sincerely apologised for the experience, as well as the damage to the passenger's luggages, adding that she may submit a report on their website.

They have also offered the reader compensation for the inconvenience caused.

Top photos courtesy of Mothership reader