Lion Air disappoints

Lion Air disappoints

Lion Air should not only upgrade the maintenance of its fleet,
but they should also upgrade their customer care services. On
Nov. 8 my wife and I went to Singapore by Lion Air for medical
treatment, the complications of which unexpectedly prolonged our
stay. I called the Lion Air office in Singapore to change our
return flight reservation, explaining to the employee, Zena, the
reason for the change.

However, not being able to get through to the Lion Air office
on the departure day, despite calling all morning from the hotel
and doctor's office, we were horrified to discover -- too late --
that the flight we were to take at 5:30 p.m. had already left --
at 12 noon! Zena never informed us of the time change.

Obliged to return that very day to Jakarta, we ended up
spending S$512 for two one-way Lufthansa tickets.

A complaint e-mail sent to Lion Air received an answer 13 days
later, signed by the manager of the Lion Air branch office in
Singapore, Devi Yahya, who not only said that I was the one who
was mistaken, but also informed me for the first time that my
ticket was only valid for 14 days, and thus I had no right to any
reimbursements.

To summarize, it was not worth flying with Lion Air, which
clearly does not care about their passengers. This time, we only
lost money.

ANDRZEJ JAKUBOWSKI, Jakarta