Singapore Airlines (SIA) has apologised to passengers left stranded for hours at the Kuala Lumpur International Airport (KLIA) after their flight was cancelled due to technical issues. SIA flight SQ125 was scheduled to depart for Singapore with 159 passengers and 13 crew on board. The Airbus A350 encountered technical problems while still on the ground, with passengers and crew disembarking normally. A decision was taken to arrange a relief flight for the stranded passengers, but this was subsequently cancelled due to “regulatory reasons” that were not specified. Affected passengers were provided with meal vouchers and were accommodated on other flights the next day.
Passengers criticize SIA for poor support during long waits and lack of accommodations
One woman, due to travel from Singapore to London as part of a tour group, criticised the need for more information given to passengers during the wait, which lasted from 11 pm until 4:50 am. She said that no water was offered to passengers during that time, and no accommodation was provided. Another passenger reported that they were stranded on the plane until 10:30 pm, and the alternative flight they were offered was delayed until 4:30 am before it was cancelled. The passengers were given Starbucks vouchers as compensation.
SIA has stated that it will investigate the incident, which follows several high-profile incidents affecting the airline’s reputation. In 2020, SIA recorded a net loss of SGD 4.3bn ($3.2bn), the first in its history due to the COVID-19 pandemic. SIA has joined the list of airlines that have suffered flight cancellations due to technical issues or logistical problems as the travel industry continues to face disruptions caused by the pandemic.
