Business Class Travel Nightmare: Singapore Airlines Passenger Endures Six-Hour Flight from Seoul to Singapore with Faulty Seat and Damaged Luggage – Everything You Need to Know

Published on December 30, 2025

A recent business class flight with Singapore Airlines from Seoul Incheon International Airport (ICN) to Singapore Changi Airport (SIN) turned into an unpleasant experience for a passenger due to a series of issues that disrupted her comfort and expectations. On December 24, 2025, the passenger was forced to remain seated upright for an entire six-hour flight after her business class seat malfunctioned. This seat failure, combined with a faulty entertainment system, damaged luggage, and unaddressed onboard concerns, left her physically exhausted and disappointed. Despite the airline offering compensation in the form of a voucher, the passenger expressed dissatisfaction with how her concerns were handled, leading to a further tarnished experience. This incident raises questions about Singapore Airlines’ customer service and how passengers should prepare for long-haul flights that might experience technical difficulties.

Seat Failure During a Long Flight

A Singapore Airlines business class passenger experienced severe discomfort after her seat malfunctioned on a long-haul flight from Seoul to Singapore. The flight, which lasted six hours, became a physically exhausting ordeal after the passenger discovered that her business seat could not recline, despite attempts to adjust it via the electronic control panel. She further attempted to manually recline the seat, but to no avail.

As a business class traveler, the passenger was understandably upset, as this service failure was contrary to the premium service she expected. Without a working seat to relax in during the journey, she found it incredibly hard to rest, which affected her well-being and overall flight experience.

Disruptions Beyond Seat Malfunction

The issues didn’t stop with the broken seat. According to the passenger, the in-flight entertainment system was also non-functional from the outset, and she was informed about this before boarding. While the warning about the entertainment system did not initially worry her, the combination of this failure and the seat malfunction added to her frustration during the flight.

The passenger described her discomfort as “extremely exhausting,” emphasizing the physical toll of being forced to sit upright without the ability to rest for an extended period.

Damaged Luggage and Unresolved Complaints

Adding to the passenger’s frustration was the issue with her checked luggage. Upon arrival, she discovered that three of her 11 checked-in items were damaged. This included a suitcase she had purchased only a week earlier, making the damage even more distressing. The airline did not provide any clear explanation for why the seat failed or why her luggage was damaged.

When she sought assistance from the in-flight crew, she was told there was nothing they could do to fix the situation, especially since the flight was at full capacity and there were no available seats for her to switch to. As a result, she was unable to find any relief for the discomfort caused by the broken seat.

Lack of Support from the Airline

Despite the pressing nature of her concerns, the Singapore Airlines crew did not offer sufficient assistance during the flight. Aside from offering a safety card to block the malfunctioning entertainment screen, there were no additional follow-up checks or offers of assistance for the remainder of the flight. The lack of customer care further exacerbated the situation.

Compensation Offer and Passenger’s Disappointment

Following her complaint, Singapore Airlines offered the passenger a S$400 KrisShop voucher as compensation for the inconvenience caused by the broken seat and non-functional entertainment system. However, the passenger remained unsatisfied with the resolution, claiming that the experience did not meet her expectations for business class service. While the voucher offer was a step toward addressing the inconvenience, it did little to rectify the discomfort she endured during the flight.

What Should Travelers Do?

For travelers flying business class or experiencing similar issues, here are a few tips to manage in-flight disruptions:

• Check for seat availability: If you’re experiencing a seat malfunction, request an immediate solution or ask for an alternative seat if possible.
• Document issues: Keep a record of any service failures (such as damaged luggage or broken seats) with photos or videos to support your complaint.
• Request alternatives: If the airline can’t resolve issues during the flight, inquire about other options, such as a refund or vouchers to compensate for the inconvenience.
• Follow up on unresolved complaints: After the flight, follow up with the airline to ensure your concerns are fully addressed. Don’t hesitate to escalate the matter if needed.

Alternative Travel Tips for Long-Haul Flights

In addition to being prepared for potential technical difficulties, consider these tips to make long-haul flights more comfortable:

• Prepare with travel accessories: Bring a neck pillow, blanket, and noise-cancelling headphones to enhance comfort, especially when seat adjustments are not available.
• Stay hydrated: Long flights can dehydrate the body, so it’s important to drink plenty of water to stay refreshed.
• Stretch regularly: For physical comfort, take short walks or stretch during the flight to avoid stiff muscles from sitting upright for extended periods.

Conclusion

Although Singapore Airlines responded with a compensation offer, this incident highlights a serious customer service failure on a long-haul business class flight. Passengers who experience similar issues on future flights should be prepared to escalate their complaints and ensure their grievances are addressed in a timely and effective manner.