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Coincidentally, tomorrow, May 21st, 2016 is the fifth anniversary since Singapore Airlines "upgraded" its website to the beta version.
Five years on, have issues been indeed addressed, and are they adequate? 🤔
A memo from CEO Goh Choon Phong was communicated in July 2011. It reads:
"On behalf of Singapore Airlines, I would like to offer our sincere apology for the inconvenience caused as a result of issues that arose from the launch of our new website on 22 May 2011.
As with all new initiatives that we undertake, the intention behind the website revamp was to improve on our customers’ experience with us. I am truly sorry that the new website, with its technical problems, has instead caused much aggravation for many of our customers. We make no excuses for our failure to deliver an acceptable level of online service.
We have committed full resources to resolving the website problems and have made significant progress in rectifying many of the defects. We will continue to relentlessly pursue all other outstanding issues. An in-depth investigation as to how the issues that arose went undetected is well underway, and we are treating this with utmost importance.
At Singapore Airlines, we strive to put our customers at the centre of everything we do. I am well aware that there is a wide range of travel options to choose from, and thus, am grateful that many of you have continued to support us. We do not take this for granted.
Thank you for your continued patience during this period. I know that you have high expectations of us, and we failed to meet those expectations. On behalf of the Company, I offer our unreserved apology, and pledge to win back your confidence.
Yours sincerely,
Goh Choon Phong
Chief Executive Officer
Singapore Airlines"
Five years on, have issues been indeed addressed, and are they adequate? 🤔
A memo from CEO Goh Choon Phong was communicated in July 2011. It reads:
"On behalf of Singapore Airlines, I would like to offer our sincere apology for the inconvenience caused as a result of issues that arose from the launch of our new website on 22 May 2011.
As with all new initiatives that we undertake, the intention behind the website revamp was to improve on our customers’ experience with us. I am truly sorry that the new website, with its technical problems, has instead caused much aggravation for many of our customers. We make no excuses for our failure to deliver an acceptable level of online service.
We have committed full resources to resolving the website problems and have made significant progress in rectifying many of the defects. We will continue to relentlessly pursue all other outstanding issues. An in-depth investigation as to how the issues that arose went undetected is well underway, and we are treating this with utmost importance.
At Singapore Airlines, we strive to put our customers at the centre of everything we do. I am well aware that there is a wide range of travel options to choose from, and thus, am grateful that many of you have continued to support us. We do not take this for granted.
Thank you for your continued patience during this period. I know that you have high expectations of us, and we failed to meet those expectations. On behalf of the Company, I offer our unreserved apology, and pledge to win back your confidence.
Yours sincerely,
Goh Choon Phong
Chief Executive Officer
Singapore Airlines"
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