There and Back on QF/SQ/SK/LX: Starring the SQ A380

[phaleesy]

Nickbot's trip report (if I am not mistaken) shows the immigration fast track after the F Check-In Lounge. An I think I posted my pictures somewhere here as well...

No point going for F check-in or fast-track when there's hardly any queue at the Y SQ counters or at immigration.

I do not think that uncle taxi driver knows the difference between normal check-in or F check-in building. No need to confuse him.

Not that it meant the whole world to have the R BP, but it is not a nice thing to happen since they try to make it a point to differentiate Suites from First.

Interesting that SQ no longer load the regular meal choices if all pax onboard BTCed. On one hand, it may be wasteful to load them, but on the other hand, First/Suites is about luxury - IMHO this should include the luxury of changing their minds if they don't like the BTC they ordered.

I agree on both issues.

However, regarding the boarding pass, it was really our fault because we did go to the Y check-in after all. The check-in staff did not have the right paper in her printer.

I certainly hope it was - SQ R/F should be better than that.

My particular SQ R is possibly the worst flight out of the series of F/J flights this year. The hard product was excellent but everything else was less than satisfactory.

The FA did not even bother to sound apologetic when she told me that I had no other meal options. FAs did not come round with second round of bread offerings for jhm. I asked for masala tea (which is available on the F menu and which I never had a problem getting on my other flights) and the FA made it sound as if it was such a chore for her by saying that she would have to go to J class to get it for me. I asked for sparkling mineral water (very politely) and I got a dirty look. I was a helpful girl and handed over a glass and a cup to her so that she would not have to reach in but she did not seem too happy with me!

I'm not a PITA but after 13 hours of interaction with a dour faced FA and other 'performing less than the bare minimum' crew, I was quite relieved to get off the flight.

Does this sound familiar to another SQTalker? But unlike him, it's so bad that I might be motivated enough to write a TR.

Having the option is what makes SQ SQ!

SQ is no different from other airlines IMO. I had better service in BA F/J, NH Y, and AF!

[KeithMEL]

phaleesy - Sorry to hear that your SQ R experience was almost entirely opposite to mine! Like I've mentioned, I've always felt that the crew makes or breaks a flight. Whilst I had the benefit of an empty cabin, I do not believe that alone heightened service levels significantly; I think a great crew will deliver great service no matter what.

I do look forward to reading your TR.

[HUGE AL]

...I might be motivated enough to write a TR.

I sense an offer being extended. Let's hear it!

SQ is no different from other airlines IMO. I had better service in BA F/J, NH Y, and AF!

Whoa, easy there... I do love AF F, but they do not come even close to SQ F and NH F (which I would put on equal footing). I do enjoy the partying with the SQ crew a tad bit more, though... This of course does not take away anything from NH F.

[jhm]

Oh dear...

It really was our fault entirely for checking-in at the Y counter and, as a result, getting a F BP and no tags on my luggage (which probably make no difference at LHR anyway).

The FA did not even bother to sound apologetic when she told me that I had no other meal options. FAs did not come round with second round of bread offerings for jhm. I asked for masala tea (which is available on the F menu and which I never had a problem getting on my other flights) and the FA made it sound as if it was such a chore for her by saying that she would have to go to J class to get it for me. I asked for sparkling mineral water (very politely) and I got a dirty look.

I'm not a PITA to try and order a regular menu item instead of my BTC so don't know about that point. As to the other points, I don't know whether this was standard R operating procedure or not but:

* As phaleesy said, I had a piece of garlic bread in each of my two meals but after eating that quickly, both times nothing more was offered.

* I was given the still water by default when I asked for "water".

* I was given the normal tea by default when I asked for "tea".

I didn't really care about the above (it's an airline meal after all - not a life changing experience) so they didn't affect my enjoyment of the flight but were just points to note.

What was more significant for me was that I found the R crew not personable at all (i.e. "stone") - I had far warmer and friendlier service on my SQ J, CX J/F, JL F and (last night) SK J flights this trip (I've taken 18 flights so far since 20 Dec). For example, on my SQ J MLE-SIN, the Korean FSS asked me whether I enjoyed my food (and seemed obviously enthusiastic to do anything more which I wanted) but I didn't get asked this (nor did I feel this) in R.

SQ is no different from other airlines IMO. I had better service in BA F/J, NH Y, and AF!

A slightly OTT comment since I think you meant this SQ R flight only. AFAIK all of your SQ J and F flights to date have been very good! Local Singaporean prejudices showing perhaps ?

[SQflyergirl]

Sorry to hear about the bad experience. Again, like KeithMEL - this was completely opposite to my experience. They could NOT stop bringing food, and were very perceptive when it came to our preferences.

[jjpb3]

No point going for F check-in or fast-track when there's hardly any queue at the Y SQ counters or at immigration.
...
However, regarding the boarding pass, it was really our fault because we did go to the Y check-in after all. The check-in staff did not have the right paper in her printer.

But there is a point, as you found out. Systems generally assume that the passenger will seek out the relevant checkin counter, so processes often assume that as a starting point. Have you tried checking in for your LH F flights at the Y counters?

SQ is no different from other airlines IMO. I had better service in BA F/J, NH Y, and AF!

Sorry to hear that your R flight wasn't up to snuff at all.

Hmmm ... Perhaps it's time you stop wasting your miles on SQ. Sounds as though based on your expectations of what the average experience is, it might be better to rely on other airlines?

[StarG]

Sorry to hear about your bad experience, phaleesy & jhm.
I agree with jjpb3 that going to the relevant COS counter might have made a difference, as they may be trained to be more courteous to the premium class pax & have the relevant BP/tags. But in your case they should at least put a First priority tag regardless. The agent might have forgotten.

As most have said here, I agree that crew matters the most in making or breaking a flight. Seems like you got quite a bad set of crew on your flight.

[phaleesy]

Have you tried checking in for your LH F flights at the Y counters?

I might have checked in at the J/*Gold counter once for a LH F flight. Being kiasu I would usually just go for the shorter and faster queue. Sometimes queues at premium classes move a lot slower when there's only one check-in person dealing with a queue of PITAs.

Hmmm ... Perhaps it's time you stop wasting your miles on them. Sounds as though based on your expectations of what the average experience is, it might be better to rely on other airlines?

I did have the same brilliant idea. Unfortunately, the most direct route between SIN and LHR using BD redemption is SQ.

I did try looking into NH and LX but there was no availability. NH redemptions are like gold dust. I can't seem to get LX availabilities from the ANA tool and I had to get help from M&M members, which was a hassle.

When I do have to pay for a ticket, be rest assured that I try to fly on all other airlines. That has been my usual practice for the past 8 years.

[jjpb3]

I might have checked in at the J/*Gold counter once for a LH F flight. Being kiasu I would usually just go for the shorter and faster queue. Sometimes queues at premium classes move a lot slower when there's only one check-in person dealing with a queue of PITAs.

Try it next time at the Y counters, as you did with this SQ flight. You might see my point about processes assuming certain starting points (for example, by not investing in the training to handle F pax). I do agree with you about using the queue with the fewest passengers.

I did have the same brilliant idea. Unfortunately, the most direct route between SIN and LHR using BD redemption is SQ.
...
When I do have to pay for a ticket, be rest assured that I try to fly on all other airlines. That has been my usual practice for the past 8 years.

I guess you'll have to steel yourself for decidedly below-average redemption flights between LHR and SIN. I think you'll survive OK.

[phaleesy]

I agree with jjpb3 that going to the relevant COS counter might have made a difference, as they may be trained to be more courteous to the premium class pax & have the relevant BP/tags. But in your case they should at least put a First priority tag regardless. The agent might have forgotten.

As most have said here, I agree that crew matters the most in making or breaking a flight. Seems like you got quite a bad set of crew on your flight.

I have no complaints about the check-in counter at all! As we have mentioned repeatedly, it was our fault for going to a Y counter in the first place. Check-in lady was nice and polite. I don't really care about the right boarding pass or priority tag.

But I am rather peeved with the sub-standard service onboard.

[HUGE AL]

First off, I am cracking up at how phaleesy has hijacked this thread! She's outdone me for going OT!

But there is a point, as you found out. Systems generally assume that the passenger will seek out the relevant checkin counter, so processes often assume that as a starting point. Have you tried checking in for your LH F flights at the Y counters?

Sorry to hear about your bad experience, phaleesy & jhm.
I agree with jjpb3 that going to the relevant COS counter might have made a difference...

Echoing everyone else's sentiment regarding going to the correct counter of your COS, I learned this the hard way when I went to the regular line for Hertz instead of the Gold line (at DFW). The riffraff line could not even view my reservation! Lesson learned.

I did try looking into NH...but there was no availability. NH redemptions are like gold dust.

NH is tough (read: waitlist) but if you keep at it, that single seat does open up.

[KeithMEL]

Sector - SIN-MEL
Flight number - SQ211
Class - First
Equipment - B777-300
Seat - 1A

At check in I was told that, pending op ups from JCL due to an overbooked flight, I'd be the only person in FCL. I salivated at the prospect of yet another solo FCL ride - no one to share 'my' Krug!

I was held up at check in for a bit due to issues with the API, so there was v little time for Flounging. I could not find the bubbles and could not be bothered hounding the lounge staff for it, so I simply had some beer to clear the haze. I could see the gate from the Flounge, so I'd simply strolled there when boarding commenced - stopping briefly to host an FTer into the SKL F.

We went through some sort of centralised security checkpoint. It was quiet at that time of the day with only pax from 2 flights using it, but I can see how it might lead to long delays at peak time. I was held up at the gate by an overexcited GA who, bless her soul, insisted that I was some Japanese fashion designer that she happened to be a fan of. Flattered as I was, I had to gently let her down - if only because I couldn't wait to start on the onboard champers.

The crew confirmed that I was the only pax onboard FCL today. My BTC order of Kyo Kaiseki was duly noted. Without further ado I was served a glass of Krug by the FS (first time seeing one in FCL) as requested. Special handling staff escorted a VIP to JCL, a Malaysian politician according to the IFS.

Seats were the regional type, but this was the only flight that had availability on the day. It was a relatively short day flight so the regional seats didn’t worry me too much – I had grog to keep me happy. Having no one to share ‘my’ bubbles and vino with was certainly the crema on the espresso. I’d used to consider 7 hours to be long haul but I guess I’m so used to the SIN/HKG-MEL segments that they start to feel short compared to really long segments like LAX or LHR. This flight also happened to be the seasonal 4th SQ daily to MEL to cater to popular demand during this time of the year. Not in FCL though, evidently.




empty FCL cabin


seat 1A

I was handed the menu/wine list, when the bad news broke. Because I'd BTC'd the Kyo Kaiseki, a full meal in its own right unlike other BTC options, NOTHING had been loaded for the onboard menu, aside from the pre-landing refreshment!! I was rather disappointed as I was looking forward to mixing and matching the Kyo Kaiseki items with the onboard entrees. So no caviar for me today. A caveat for the long standing advice on SQTalk that BTC can be declined if an onboard option appeals - you might not be able to decline BTC if you're the only pax! Being a big fan of caviar and cheeses I'm avoiding the Kaiseki meal in future, just in case. Now if only I'd stuck to my initial BTC of lamb rack (thought to appear v frequently on Australian sectors) as there wasn't any of that on the onboard menu...

After take off, I was served more Krug as requested.

The crew on this flight was starkly mixed. The FS, whose main job seemed to be serving the tipples, was efficient and polite, but was more cold and overly formal than engaged or friendly. OTOH the LSS and IFS were a lot more warm and engaging, and anticipated my needs rather than sticking to the bare minimum or routine. I was also impressed that a passing CS from the JCL cabin noticed my empty champagne flute and topped it up before I had a chance to press the call bell.

The meal service soon began. The IFS managed to find bread rolls and cheese so all was not lost. I had some garlic bread and supped on Krug whilst the crew prepped my meal. I'd informed them of my shellfish allergy and they worked to remove anything containing shellfish.

IFE on this flight was non-AVOD. Choices were rather limited. Defo the worst IFE of all 4 SQ flights this trip.





The platter of cold entrees was soon presented to me, with a pictorial guide to the individual dishes so that I could chuck out anything I wasn't supposed to eat in case the crew missed them. The crew had done a v good job removing all traces of shellfish though. Next, a tray of hot dishes was set in front of me, with another pictorial guide. The crew had substituted my rice, for it’d contained crab meat, with plain rice. Ben Riggs’ v delicious McLaren Vale shiraz was once again on the list (‘The Gaffer’ in case anyone’s wondering) so I’d switched to it for my mains. I wish that Australian or NZ wine would feature more regularly on SQ’s wine list. Others might prefer Old World offerings of course, but the intense fruit-driven characters of Australian/NZ wines are what I particularly enjoy. Another reason why QF with an all-Australian wine list featuring fine wines from vineyards across the country (and even NZ offerings on flights across the Tasman) win it for me – I can be assured of something I like on every flight.





Guessing quite accurately that I was stuffed, the IFS offered to delay dessert till later. Meanwhile I supped on more Krug and looked at the flight map from time to time. There wasn’t anything that I wanted to watch on the IFE and I’d finished reading my book, so I’d simply ploughed through the onboard selection of magazines or chatted with the crew. I was also handed an amenity kit and PJs in case I wanted to have a snooze. The amenity kit that was presented on this flight was different to the one I had in Suites.



3 hours before landing I decided to have dessert. The Japanese dessert looked rather strange, and so I’d avoided that and simply had some cheeses. Declined the port. The shiraz complemented the cheeses most beautifully.



After finishing 2 platters of the nice cheeses and the bottle of shiraz, I stuck with Krug for the rest of the flight. I wasn’t v enamoured with the refreshment and hence declined it.

The descent soon commenced for Tulla. It’s always nice going away on holidays, but nicer coming back and spot the first glimpses of home when the aircraft starts to descend. Before too long we’d made a punctual arrival at MEL, where after a brief stop to pick up some Moet Reserve Imperial on specials at duty free, I breezed through CIQ and was landside in less than 30 mins where the boyf was waiting to surprise me. Home sweet home.

[KeithMEL]

Epilogue

Very many highlights on this trip, and also a v big first (pun intended) – the A380 and the Singapore Airlines Suites. I was pleased and feel v lucky to have experienced a much-celebrated new kid on the block in the top service class. The hard product exceeded v many expectations of mine – though I’d still prefer something less enclosed, the Suites were v comfy for what they were all the same. OTOH I felt that SQ could really pull its socks up with the food which I found distinctly average and unexciting. Some variety in the wine list would also be nice.

A first time visit to Scandinavia and Stockholm – never knew this part of the world is so trendy! An opinion concurred by an excited sms from another SQTalker a few weeks later. Guess I’ve found yet another part of the world on my ‘must return to’ list.

As always thank you to the unsung heroes I met along the way who helped make my journey that much more memorable: the great crew I had which made my flights that much more comfy, the not-so-good crew who gave me something to whinge about, the crew at the W Hong Kong – keep doing what you already do so well, and of course the great company I was blessed with:

UMD, milehighj and Kyo – thanks for that fabulous (and v carnivorous) meal in Singapore. Thanks also to UMD for a great night out at New Asia Bar, and Kyo for letting me crash at his place for an overnight.

Pieter C and Pieter C +1 for making the schlep to Amsterdam from Rotterdam. Thanks for the amazing dinner at Le Zinc!

Guy Betsy and friend for a lovely afternoon in Hong Kong, with yet more interesting industry tales to share. I’m sorry I missed you both at the airport the following day but there’s always next time.

CPWingWalker for coming out to dinner in Hong Kong and as always, a most interesting exchange of opinions.

THE END

Coming up next week: Qantas/BA: These Are My Favourite Things (QF A380 J, BA 777 J, QF 744 F)

[jhm]

Sector - SIN-MEL
Flight number - SQ211
Class - First
[...]
A caveat for the long standing advice on SQTalk that BTC can be declined if an onboard option appeals - you might not be able to decline BTC if you're the only pax!

Or if you're the only two pax and there's a "service discrepancy".

A most enjoyable read as always - thanks, Keith!

[KeithMEL]

Or if you're the only two pax and there's a "service discrepancy".

From what the crew on my flight were saying, it seemed like a policy change rather than any "discrepancy."