Writing a complaint to SQ

[jambalaya]

I travelled to India recently - my luggage was delayed, which was followed by a circus act on SQ's part to eventually get the bag back to me. I won't bore you with the details suffice to say I was not impressed with SQ's efforts.

This is the first time I'll be writing a letter of complaint to them. I'd rather not submit via feedback on the website and receive the generic, somewhat condescending response. Who would the best person (and address) to send to, in order to hopefully receive a positive response?

[SQ_fanatic]

I think the best way might still be going through their feedback channel. Should you get a generic response on the first try, reply back to make clear on your stance and I am pretty sure you will get the positive response.

[IAHSQ Guy]

Hi Jambalaya,
There are different escalation email addresses depending on what sector you flew on. Unfortunately the only one I know of off the top of my head is the US Escalation email, which wouldn't do you any good for India. I can get you the email in a few days when I'm back in office if you want to email directly.

[flying.monkeyz]

Ms. Betty Wong
Vice President - Customer Affairs
betty_wong@singaporeair.com.sg

[SINFJ]

Offical feedback channels are set up for very good reasons so that all correspondences get treated in a uniform and consistent manner This is a hallmark representation within the service industry.

By writing to specific individuals, it is going to go through the same cycle except that someone takes your correspondence and creates it into the appropriate system. More to this, it does not necessaarily guarantee that your issue will be looked into by the person you send to, so I would really question the motive of asking for specifics.

Every issue has a proper chain of command. Do go through the proper channel so that at least when you are unsatisfied with a reply, you know there is representation looking into your issue. It will not hurt escalating from there rather than to take a stab based on probalbly unqualified/incorrect information from others

[SINFJ]

Ms. Betty Wong
Vice President - Customer Affairs
betty_wong@singaporeair.com.sg

What if the said individual has left her job?

[Gunnar Smithsen]

What if the said individual has left her job?

One would hope that an "out of office" reply would have been setup by the IT department which would direct the sender to the appropriate person...

That being said, given the website debacle that may be stretching the friendship

[flying.monkeyz]

What if the said individual has left her job?

Mr. Tan Pee Teck
Senior Vice President, Products and Services
peeteck_tan@singaporeair.com.sg

[jambalaya]

Thanks for the input all. I have sent my letter via the official feedback channels. I'll let you know how it all pans out.

[demue]

I second that this is the right way to initiate contact and let them know about the problems you encountered. If the resolutions offered ar enot to your satisfaction then you can always go ahead and escalate to higher level management. But you have to ride out the normal processing first and give them an opportunity to set it right before going further. YMMV.

[Guy Betsy]

Can we write to these people and tell them what a stellar job they've done to their website?

[demue]

Can we write to these people and tell them what a stellar job they've done to their website?

You mean to say you haven't done that already?