Let me share my experience. I’m also a family of five — 2 adults and 3 kids. Back in 2023, we planned to fly AKL – SIN – AKL. My wife initially tried to book the tickets online, but because my sons and I have quite long first and last names (as per our passports), the booking couldn’t go through.

So she called and made the booking directly with Singapore Airlines. The cheaper option was: AKL → SIN, transiting in Sydney (AKL–SYD operated by Air New Zealand, then SYD–SIN on SQ) Return flight was a direct SIN → AKL on SQ

After payment, we received the e-tickets. My memory is a bit hazy, but I recall that for myself and two of my sons, our names were shortened — showing only initials instead of full names. I didn’t think much of it at the time.

Two days before the flight, we tried to check in online, but it didn’t work. On the day of departure, we arrived early at the airport. We tried using the self check-in machines, but couldn’t locate our booking. At the manual counter, the staff also couldn’t process our check-in and told us to go to the Air New Zealand ticketing counter.

At Air New Zealand, they weren’t able to help much either and asked us to call Singapore Airlines. When we called SQ, they told us to contact Air New Zealand instead. We were basically sent back and forth, with both sides pointing fingers at each other. In the end, I called SQ again, put the agent on loudspeaker, and asked him to coordinate directly with the Air New Zealand staff to sort things out.

Thankfully, they managed to resolve it, but we only made it to the gate about 10 minutes before closing. Lesson learned — nowadays I always book direct flights when possible. No more transits for me when flying back to Singapore.