There are some myths about SQ that keep getting perpetuated.
Some folks believe all the marketing hype and think SQ is the best, most awarded, etc. I think SQ is great in many ways, but best in all respects? We wish...the lounges are mediocre, for example. But I do think SQ has a great product in F/R, J and Y, and have a record of punctuality and reliability that is pretty impressive (Based on travel on SQ for the past 20 years).
But that's not what this thread is about. The subject of this thread is another myth that has almost become a cliche, which is that of "robotic cabin crew".
Robotic? What do people mean when they say that? On almost all my SQ flights, SQ cabin crew are professional, treat pax well (Often super well) and some are just so warm and friendly. And this is from someone who has occasionally done J but mainly travels in Y. In more than 20 years of frequent travel on SQ, I have, not once encountered cabin crew who I would consider "robotic".
In my experience, SQ cabin crew follow regulations and are very well trained. In most situations, when I make a request, if it is a normal request, I know what the response from the cabin crew will be. If I ask for a G&T when they come round after take-off in Y with a tray of juice, water and beer, I know that the response will be that they will come back to me later with my drink. I know that they will hang my jacket in Y when I request it, and that they even help Y pax stow luggage in overhead bins (Although I always do it myself).
What's wrong with that? That's not robotic -- that's what I call high training standards and consistent service delivery.
Do I chat or make small talk with cabin crew? Yes I do, not that often, but sometimes they chat with me, or I feel like chatting with them. And nothing about that feels contrived or artificial.
Do cabin crew sometimes act or behave in certain ways because it is their job, and not how the feel? Of course they do. I often have to do that in my own job, because that is what is expected of me. That's not robotic, that's training, discipline and passion to do your job right.
That means having to grit your teeth and handle the occasional customer who perhaps has incorrect expectations. But once again, that happens in many jobs. Nothing robotic about that.
On the other hand, I have also had the pleasure of meeting many SQ cabin crew who appear to genuinely enjoy engaging with pax, or at the very least do not seem to be putting on a "mask" dealing with pax, while feeling or thinking something different inside.
I think it is a two-way street. If you are a reasonable passenger, then there is no reason why cabin crew should be unduly stressed or "fake" when engaging with you. And there are many SQ cabin crew I have encountered over the years who have come across as sincere, warm and friendly, whether in Y or the premium cabins.
Have I come across poor SQ cabin crew? Sure, on very rare occasions, I have encountered maybe a handful who did not meet expectations. But these were exceedingly, exceedingly rare, and any transgressions were minor or even trivial.
Robotic SQ cabin crew? I have never met one. I think that is one myth that deserves to be busted.
Some folks believe all the marketing hype and think SQ is the best, most awarded, etc. I think SQ is great in many ways, but best in all respects? We wish...the lounges are mediocre, for example. But I do think SQ has a great product in F/R, J and Y, and have a record of punctuality and reliability that is pretty impressive (Based on travel on SQ for the past 20 years).
But that's not what this thread is about. The subject of this thread is another myth that has almost become a cliche, which is that of "robotic cabin crew".
Robotic? What do people mean when they say that? On almost all my SQ flights, SQ cabin crew are professional, treat pax well (Often super well) and some are just so warm and friendly. And this is from someone who has occasionally done J but mainly travels in Y. In more than 20 years of frequent travel on SQ, I have, not once encountered cabin crew who I would consider "robotic".
In my experience, SQ cabin crew follow regulations and are very well trained. In most situations, when I make a request, if it is a normal request, I know what the response from the cabin crew will be. If I ask for a G&T when they come round after take-off in Y with a tray of juice, water and beer, I know that the response will be that they will come back to me later with my drink. I know that they will hang my jacket in Y when I request it, and that they even help Y pax stow luggage in overhead bins (Although I always do it myself).
What's wrong with that? That's not robotic -- that's what I call high training standards and consistent service delivery.
Do I chat or make small talk with cabin crew? Yes I do, not that often, but sometimes they chat with me, or I feel like chatting with them. And nothing about that feels contrived or artificial.
Do cabin crew sometimes act or behave in certain ways because it is their job, and not how the feel? Of course they do. I often have to do that in my own job, because that is what is expected of me. That's not robotic, that's training, discipline and passion to do your job right.
That means having to grit your teeth and handle the occasional customer who perhaps has incorrect expectations. But once again, that happens in many jobs. Nothing robotic about that.
On the other hand, I have also had the pleasure of meeting many SQ cabin crew who appear to genuinely enjoy engaging with pax, or at the very least do not seem to be putting on a "mask" dealing with pax, while feeling or thinking something different inside.
I think it is a two-way street. If you are a reasonable passenger, then there is no reason why cabin crew should be unduly stressed or "fake" when engaging with you. And there are many SQ cabin crew I have encountered over the years who have come across as sincere, warm and friendly, whether in Y or the premium cabins.
Have I come across poor SQ cabin crew? Sure, on very rare occasions, I have encountered maybe a handful who did not meet expectations. But these were exceedingly, exceedingly rare, and any transgressions were minor or even trivial.
Robotic SQ cabin crew? I have never met one. I think that is one myth that deserves to be busted.
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