Finally, we have arrived ๐ . We started planning this Australia trip in 2018 – that’s when we started accumulating points and planning our route around Australia and New Zealand. Originally this trip was to take place in October 2020 to celebrate my retirement at 30. I think you can guess how well that plan went ๐ .
A lot of things have changed since then. Some airlines no longer offer the fancy experiences I was looking forward to. Some of the accommodations I was excited to for no longer exist, and in general the world is understandably a bit different. However, I was still extremely excited to finally visit these new parts of the world, especially in a new First Class experience with Singapore Air. So let’s see what happened and my review of the experience!
PRE-FLIGHT
Booking
So previously, I seriously ragged on Singapore Air’s customer service prior to entering the airport. If you’re interested in that fiasco, I walked through it here:
This go round, our challenge was a little different. We originally booked First Class Suites from NYC to Singapore, but were then informed that Singapore Air had pulled the A380 planes with Suites from all US cities. I talk about that fiasco that in detail here if you’re interested:
But in summary, we were informed by email that our route would now be in regular First Class with no points returned for the change…paying more for less is obviously my favorite thing ๐ . Anyway, to salvage our goal of experiencing the First Class Suites, we upgraded our originally Business Class flights from Singapore to Sydney to the First Class Suites since the A380 still flies to and from some international destinations.
In the meantime, we were surprised to receive a call from Singapore Air asking if we saw the flight change and if we accepted the change with the implication that if we didn’t, they would find us another flight. I thought this was impressive given my horrible previous experiences with their call centers. So they seem to be stepping up the pre-flight customer service for First Class at least.
Another Example
However, that doesn’t seem to be extending to Business or Economy. Anecdotally, my cousin wasn’t able to board a Singapore Air Business Class flight in February 2022, immediately submitted the necessary paperwork to get her points back – and never received them.
During this trip when we’re in a similar time zone to Singapore, My Mom and I have tried to use our recent flights on Singapore Air to get in touch with customer service and get my cousin’s points back. Prior to our involvement, she hadn’t heard anything for over a year and a half. Madness.
My Mom called every other day for a week and each time it was like starting a new conversation with the person saying the points would be deposited in 24 hours, but they never were. They apparently donโt take notes or do what they say theyโll do. It was like starting the conversation over again every time we called.ย
The only positive thing I can say about that experience is that when we were in Australia calling Singapore Air, we never had to wait to get on the phone with someone but when weโre in the US, we’ve waited for literal hours to talk to a human person. However, our lack of wait time might be because everyone in the call center is actually in Singapore and works those hours. That’s just a theory of mine, but one Iโll be testing in the future ๐ .
As for my cousin, during our last call with Singapore Air, we were told they would not return the points because they had expired…because it took them too long to return them. That’s the actual explanation we were given and one of the wildest things I’ve ever heard.
All that to say, while Singapore Air’s pre-flight customer service seems to have improved for First Class, if you fly in Business or Economy, you still might not be well served before entering the airport.
Flights Details
- Flight Cost: $15,129
- Where: (JFK-FRA)-SIN
- Flight: SQ25
- Flight Time: 20 hours
- Seat: 1F (First Class)
- Distance: 10,244 miles
- When: September 2023
- Points Used: 243,000 KrisFlyer points
- Taxes: $27.30 USD
This post is describing the first, bolded, 7.5 hour leg of the above flight path. However, the points and taxes listed are how much I spent for the entire journey from NYC all the way to Singapore. If I had paid cash for this entire route it would have cost $15,129, which is wild.ย
JFK AIRPORT
Check In
We arrived at JFK airport and started getting deja vu ๐ . The Singapore Air check in desk was in the exact same location as it was over a year and a half ago when we experienced Singapore Air Business Class for the first time and went to Thailand:
- Review: The World’s Longest Flight – 19 Hours In Singapore Air Business Class
- Review: Singapore Air 737 MAX Business Class AKA “The Throne”
Except this time, there was no mountain of documents to present to the gate agent ๐ . We rolled up to the First Class line and it was empty. We were immediately seen by the gate agent and checked in. My Mom’s bag was checked in as well. Singapore Air First Class tickets include 2 free checked bags up to 50kg each (110 lbs). However, cabin luggage only allows 2 pieces up to 7kg each (15 lbs) for Suites, First and Business Class.
However, just like our last flight with them, they weren’t interested in weighing my 40L backpackย or tote, which were more than 15 lbs. They only seem to weigh bags with wheels. So I kept my bags and we headed towards security.
Security
However, we quickly turned around ๐ . The security line area was a bit of a zoo and seemed to be directing people in the opposite direction that we thought we should be going. So we walked a few feet back to the empty First Class check in desk and asked about theย security line location to make sure we were getting it right.ย
And the employee went above and beyond ๐ . They walked us all the way across the terminal to show us the correct entrance to security. Above and beyond I tell you ๐ . They left us at a separate Business/First Class security line, which I didn’t realize existed. And while it was much shorter than the regular security line, we quickly realized this wasn’t TSA Pre-Check (which we have) and left the line because we didn’t want to go through all of that (shoes off, liquids out, laptops out etc).
We asked a nearby employee where Pre-Check was and luckily it was right next to this Business/First line. We got into it and then realized something interesting. The Pre-Check line splits into 2 lines before your ID is checked. We took the line to the right and should have taken the one to the left ๐ .
The right lane of Pre-Check merges withย the line for Clear and as a result, takes way longer. However, despite that set back ๐ , the signs with estimates for regular security said 35-40 minutes and we were through Pre-Check in less than 5 minutes. Not bad for a less than perfectly efficient line choice ๐ .ย
The Virgin Clubhouse Lounge
After that, we made our way to the Virgin Clubhouse Lounge, which basically went like this:
I really enjoy this lounge. It has a lot of different areas to sit and still has a QR code ordering system, which the introvert in me loves. You order any of their many food and drink items from your phone and they bring it to wherever you’re sitting (which they know because of the QR code ๐ ).
They also have free Wifi, which is just the name of the clubhouse. They also have showers. The bathrooms are all individual rooms, but some say shower. All are very nice and large with fancy toiletries. So we took full advantage of the lounge amenities and ordered some food and drinks to relax until it was time to board.ย
THE JOURNEY
Boarding
A few minutes before boarding we made our way to the gate, which was right next to the lounge so it was a super quick walk.
This surprised me, but boarding for this giant international flight was only 30 minutes before departure time. Our boarding pass said First Class Group 1, but there was no sign for First Class. After sitting nearby for a while as Business, Premium Economy and Economy lined up behind their appropriate signs, we asked a gate agent and they placed us at the front of the Business Class line, which was awkward. I guess they don’t bother with a sign for the max 4 people that First Class on these planes hold.
So if you’re taking this route in First Class, I recommend just sitting and getting up when they call for your boarding group. There’s apparently no need to line up since First Class is the first group called. And since there are only 4 seats there’s no real rush to get in line ๐ .
When they called our boarding group, we boarded as the very first people on the plane and the gate agent saw our first class tickets, then passed us off to the first class crew.ย The crew showed us to our seats and then the lead flight attendant introduced themselves and everyone was calling us by our names without having to be introduced. There were separate boarding doors for First Class/Business and Economy so we never had anyone go past our seats to board since First is at the front of the plane. And that’s when I knew – we had arrived ๐ .ย ย
The Flight
After I was shown to my seat, I asked where I was supposed to store all my luggage because there were no overhead bins. I was directed to the footwell of my seat, which was HUGE! It easily fit my 40L backpack and my tote while still giving me ample legroom. Color me impressed! And the extra head room was also lovely.
I was then asked if I wanted a drink for take off. I chose the Taittinger Comtesย champagne ($272 per bottle). I was then given a warm towel, which they picked up mere minutes later – so efficient – as well as warm nuts! I was then asked what size pajamas I wanted. Apparently they’re unisex sizes so I asked for a large since I like big sleep wear. They quickly brought me those and an amenities kit, which I’ll talk about in the review section below.
They then came around for dinner orders. I told them the appetizer, main and dessert I wanted. I was then asked if I wanted soup as well and of course said yes. So this became a 4 course meal. My champagne was then refilled without me even realizing while the safety video started playing. Before I knew it we were taking off and I was in awe of the efficiency around me.
When I traveled in Singapore Business Class in February 2022, the ticket included a small amount of in flight Wifi, which I enjoyed. Now this might just be the changing times, but Singapore Air now offers free, unlimited Wifi when over 10,000 feet, to its Suites, First and Business Class passengers. It also mentioned that KrisFlyer members in Economy get the same perk, which is amazing. Their KrisFlyer members program is free and simple to join so I’m going to keep that in mind if I fly Economy with them in the future.
Once we reached 10,000 feet, I easily connected to the Wifi and had it for the whole flight. As you’ll see in my many upcoming flight reviews, free Wifi on flights is apparently becoming the norm at least with these international carriers and it’s a very different experience than I’m used to, but one that I really enjoyed.
Once I was settled it was time to explore! As I mentioned, there are 4 First Class seats on this flight and no one was sitting next to me so my Mom and I almost had the cabin to ourselves. We would go to visit each other in our seats (the window seats, 1A and 1F) and I was shocked to discover that we could easily sit next to each other in one of those seats.
Something else I didn’t expect was easy access to both seats. There is a walkway behind the first class row that doesn’t go into the Business Class section so it’s simple to move around without going into the galley.
After some exploration it was time for dinner! About an hour after take off they brought around warm towels (which are a recurring theme that seemed to happen before I was given any type of food). It was then quickly taken away after I wiped my hands. Dinner started with warm bread and butter in the shape of a flower. I was asked if I wanted additional toppings for my bread, such as virgin olive oil, regular olive oil or vinegar.
Then my appetizer came out: Slow Poached Lobster with Caviar, which was delicious and contained a lot more lobster than I’ve gotten in $35 lobster rolls. It tasted so fresh it was like like magic.
Then my extra Summer Squash Soup with Pumpkin Seeds came out and it was yummy!
Finally I tasted my Chicken Roulade and it was also delicious. Every course was perfect. So perfect that I had eaten every bite and was almost too full for dessert.
But I pulled through and enjoyed this Tarta de Santiago.
My Mom had the Origami Mousse Cake, which was gorgeous.
For a nightcap I opted for one of their whiskey’s.
About 3 hours after take off I asked for the bed turn down service. My Mom followed my lead and our random neighbor seemed to agree, so all of our beds were turned down quickly, the lights were lowered and we got into bed. I was brought a bottle of Evian without me even asking. Amazing ๐ .
The bed isย enormous just like seat and definitely better than their Business Class product though I enjoyed that one. This bed however, felt twice as big as the twin I had in college. The bed has a tiny step between where the legs of the chair and the foot well connect so I found it more comfortable to sleep on my back.
To do so I need some of my favorite things: A pile of pillows! I kept the two fluffy pillows provided and noticed that the leather pillow that was previously in my seat had been removed when it was turned into a bed. So I borrowed the leather pillow from the unoccupied seat next to me. The combo of these 3 pillows were the perfect height for back sleeping. Between my pillow pile and the very fluffy blanket they put on the bed I was out like a light.
I slept for a few hours and awakened about two hours before touchdown. When the attendants saw I was awake they asked if I needed anything to eat and I literally couldn’t eat another bite so I said no and then went back to sleep. About an hour out Iย awakened because I was hot. I guess the thick blanket was too thick and wonderful – kidding ๐ .ย
An attendant offered toย put the bed back and I agreed. They turned it back to a seat and got me a sparkling water at my request and beforeย I could ask for a coffee we were landing. That was quick!ย
Landing
So I wasn’t originally sure what would happen when we landed so I asked one of the flight attendants at the beginning of the flight if we would have to get off the plane and they confirmed we would.
However, note that even though you get back on the same plane, they’re flipping it like it’s a brand new flight. My Mom left her pjs on there thinking she would get them back when going to the same seat, but they were gone when she returned. Luckily she will have 2 more chances to get a pair ๐ .
So we left the plane and right outside the jet bridge was someone with a sign saying “First Class.” We followed her to the Lufthansa Senator Lounge, which I’ll talk about in the next installment of this journey.ย
THE REVIEW
So that’s what happened, but now let’s get into the actual review portion and what I thought of the experience ๐ .
Customer Service
The service at the airport and on the flight were impeccable. Everyone was extremely attentive and I don’t think I’ve ever felt more well cared for. On the plane in particular, First Class has 2 attendants for the max 4 people in the cabin so you’re never left waiting for anything and a lot of your needs are anticipated so I rarely had to even ask for anything. It’s the best service I’ve ever had. 10/10!
Seat
The seat is huge and could easily fit 2 of me in it and I’m not a small woman ๐ . My Mom and I tested this theory when we comfortably shared the seat for a bit throughout the flight.ย
It was also comfortable as a seat and not just a bed, which isn’t always the case on these flights (I’m looking at you Etihad…). The big leather pillow was also an extra comfort and obviously gave me even more room if I moved it to the window or foot well.ย
There are no overhead bins in the cabin so it’s a very open space and since there are only 4 seats, it feels super cozy and personalized. All of your stuff goes under the seat in front of you and there is lots of room to do so.ย
There’s also a ton of storage in this seat:ย under the front of the seat, newspaper storage to the side, a vanity with an actual mirror left of the TV, deep storage under mirror, and mini storage under your right elbow. I didn’t have enough stuff to fill it all ๐ .
The seat also has a lot of recline options, but was also comfy without them. There were lots of light options too, which I appreciated. There were lights above and below the seat, next to the bed, and in the foot well. You get to them with multiple presses of the light buttons.
Bathroom
Having 2 bathrooms for a max of 4 total people in First Class is wild. We only had 3 people and I literally never waited for the bathroom, which is a new experience on a plane.ย
The bathroom was also always immaculately clean with the toilet paper folded into a triangle. I guess they clean it after each use, which blows my mind. The bathroom had actual cotton towels as well as cups for water and a pull down table over the toilet that you can use as extra room if you’re going in there to change.
And under the sink is a drawer with additional amenities like toothbrushes, hairbrushes and razors. A sensational bathroom experience ๐ .ย
Amenities
So I use amenity kits in my every day nomad life. They’re very useful to organize my things. Usually they’re a rectangle shape. Well, Singapore Air First Class decided to be different and make theirs a square. While very pretty, it’s not a shape that lends itself to my nomad travels though I imagine it would be great for sewing supplies or something I imagine.
Since it didn’t fit my lifestyle I sadly left the case behind and just took the stuff inside ๐ . It was a pretty standard kit with lip balm, body lotion, soap and room spray (though I’m still not certain what that is…).
The pjs were nice, but could have been even better with the addition of a pocket. The slippers were pretty standard as well as the socks so I just used my Bombas instead.
In-Flight Entertainment
I was provided with Bang & Olufsen headphones for the flight and they were comfy though with a little more ear cushion they would be perfect. I also wish the cord on it was a little longer because this giant seat made it a little hard to navigate, but those are very minor complaints that aren’t a big deal.
The television on this flight had moreย movies than I knew what to do with. It’s also a huge television at 24 inches.
You control it with the mini TV next to your seat and can easily go between movies, music etc, which I appreciated. Some other airline’s TV systems forget what you’re doing, but when I paused a movie to go back to listening to music, it remembered where I was in an album and then with one button I was right back at the same place in my movie. Nice!
There were about 2-3 minutes of ads before each movie, but you can fast forward through them so it wasn’t a big deal.
Food
The food was absolutely delicious and all perfectly cooked. I remain in awe of the skill it takes to perfectly cook restaurant-quality food on an airplane. The champagne, wine and whiskey selection were also all lovely.ย
CONCLUSION
And that was my experience flying Singapore Air First Class from NYC to Frankfurt, Germany! I had an absolutely lovely time and was almost fit to bursting with all the delicious food I ate. However, the journey is far from over. Next week I’ll talk about the next leg of the trip: a 12.5 hour flight in First Class from Frankfurt to Singapore. Until next time!
What was your favorite flight experience?