i fly singapore airlines all the time (live between nyc and singapore) and i have never had any problems with them at all, and neither has my family, friends, or co-workers
i know tthat in some cases you have to provide the same credit card or ID that you purchased the flight with, for security reasons, and your name doesnt match your sisters.....so that maybe why they charged you, and told you that they will give you a refund
also on a sidenote, i have heard from people at work, and from some maids around the pool, that there are some "corrupt" people who work at airports and many areas in sri lanka, and that they look to make money on the side, especially if they believe your a tourist, and its pretty wide blown across the whole airport and alot goes unreported apparently
also you cant completely blaim people for speaking in a language you cant understand and have "broken/hard to understand" english, as it is very hard to learn and get a hold of in a country where it isnt their primary language and where people dont take learning a new language with 100% comprehension and so on
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