The poor design of the booking website and poor service recovery
The poor design of the booking website has the option to purchase additional insurance at each stage of the whole booking process. I thought I had already unchecked the option, and even double confirmed the total price did not include the insurance cost before I keyed in the credit card details. However I was still charged S$436 for the unwanted insurance. After highlighted the issue to customer service team, the standard reply i received is always: "Thank you for your email. I checked your reservation: CSG-5574192, as you have been told several times, the Ticket Insurance is not refundable. Thank you for understanding." It is indeed very poor service recovery. It seems your company is not keen to improve customer experience at all and does not have any other form of compensation for the unpleasent experience an angry customer went throught.