Best way to praise an outstanding crew?

[SQOZflyer]

In spite of its best efforts to scare me away for good recently (eg. outrageous decisions such as removing Dom from SKL F), SIA regained my love this weekend with an absolutely fabulous crew on SQ28/27. I spend only 2 days in the US thus had the same crew both ways and got to know them a bit. From Captain to the blue-kebayaed girls, they all went out of their way to make me feel comfty and make the tiring trip as pleasant as possible. So I feel that I really have to let their superiors @ SQ HQ know how lucky they are to have such people around

Now what's the best way to let the management know about a great crew? I have never submitted any feedback on crews so far and don't know how SQ actually handles comments from customers... Do they usually pass on compliments from passengers? Does feedback wander directly to the bin and get a standard reply: "Thanks for sharing your experience... it helps us improve our services... etc.?"

Some things to consider:
- Travel took place in F both ways
- I can't remember the name of the IFSs (there were 2) or any other crew member but SQ should be able to figure out which crew was on a flight on a particular date!?
- I'm "only" QPPthus in their eyes probably not eligible for "god-like treatment" (->personalized response)

Now what's the best way to improve the odds that they actually pass on my praise to the crew...?

- Online Feedback form?
- PPS feedback email?
- Written letter? To which adress?

I'm sure many SQtalkers have submitted feedback before and I would appreciate any suggestions from the experts... Thx!

[taipeiflyer]

In spite of its best efforts to scare me away for good recently (eg. outrageous decisions such as removing Dom from SKL F), SIA regained my love this weekend with an absolutely fabulous crew on SQ28/27. I spend only 2 days in the US thus had the same crew both ways and got to know them a bit. From Captain to the blue-kebayaed girls, they all went out of their way to make me feel comfty and make the tiring trip as pleasant as possible. So I feel that I really have to let their superiors @ SQ HQ know how lucky they are to have such people around

Now what's the best way to let the management know about a great crew? I have never submitted any feedback on crews so far and don't know how SQ actually handles comments from customers... Do they usually pass on compliments from passengers? Does feedback wander directly to the bin and get a standard reply: "Thanks for sharing your experience... it helps us improve our services... etc.?"

Some things to consider:
- Travel took place in F both ways
- I can't remember the name of the IFSs (there were 2) or any other crew member but SQ should be able to figure out which crew was on a flight on a particular date!?
- I'm "only" QPPthus in their eyes probably not eligible for "god-like treatment" (->personalized response)

Now what's the best way to improve the odds that they actually pass on my praise to the crew...?

- Online Feedback form?
- PPS feedback email?
- Written letter? To which adress?

I'm sure many SQtalkers have submitted feedback before and I would appreciate any suggestions from the experts... Thx!

Hey SQOZFLYER,
Happy to hear you had a great experience... I love the 2 day trips where you get the same crew both ways... they are just as happy to see you as you are to see them. As for your questions- I am just a lowly QPP as well, but in each instance (i think 10 or 11 times), I have given feedback, I have received a personalized letter back from the company indicating they were happy to meet my expectations. The letters usually also make mention that "we are happy to pass your words of praise onto _______ and I'm sure she (or he) will be equally pleased to receive your kind words." In other words, the letters always have a personal feel to them, and they usually are a little bit different each time, even if their tone is the same, indicating it's not a boiler-plate response that has just been filled in with names. If i have made special mention of a particular aspect of the service, this always gets mentioned. As for names, I usually ask for a list of the crew while on-board and fill out the comment card and feedback on board, so I have their names... you can try that in the future as well, although i hear that the airline prefers the online feedback. hope this info helps.

[LionCity]

Like what Taipeiflyer mentioned I have heard from an IFS that online feedback is preferred as often they distribute feedback form onboard and the online takes more "effort" outside the aircraft. Also not all compliments get fedback to the crew. I suspect that if you do not get back a personalized letter, the compliment does not go to the staff or considered relevant. In my opinion, it is important to state some details you think is outstanding. Cheerio!

[hon2]

Usually I'm telling it the purser, if I wanna say how great the crew was. I don't know exactly if the crew gets my compliments if I'm giving feedback via the internet.

[MAN Flyer]

I love the 2 day trips where you get the same crew both ways... they are just as happy to see you as you are to see them.

I agree. It happened on a trip to MEL a few months ago. I flew down on SQ227 and was due to fly back from PER. A change of plans saw me back to Changi on SQ228 a couple of days later. I never thought about the crew until I boarded and the LSS said 'Oh hello again Mr MAN Flyer, I though you were going to Perth?'. A number of other crew member were the same when they saw me. I had spent a chunk of SQ227 chatting to a few of them...

Going back to the OP, it's worth remembering that any feedback praising particular crew members helps them with promotions through the ranks.

[steveblower]

praising SQ people in the back office, too!

Slightly off topic, but I hope relevant enough..............

I wanted to praise the guy in SQ London ticketing office, as he had spent such a lot of time helping me organise a Great Escapade itinerary.

I just emailed to...

'SAA_Feedback@singaporeair.com.sg'

and got a reply a couple of days later.........

........... it is a pleasure to pass on your gratitude to the officer you mentioned, and it is heartening to learn that the level of service you experienced has met your expectations. We will certainly convey your kind words to him, who we are sure, will be happy to receive your appreciation of his efforts and be encouraged by your praise...............

I hope he did get it!

Steve.

[SQOZflyer]

Thanks for your opinion. I will submit my comments by online form tomorrow... will see what response I get... should really have asked for the list of the crew (stupid me) Thanks for the tips from the pro on the TPE-LAX route taipeiflyer

Anyway I hope the crew will get the feedback in some form or another...

[taipeiflyer]

Thanks for your opinion. I will submit my comments by online form tomorrow... will see what response I get... should really have asked for the list of the crew (stupid me) Thanks for the tips from the pro on the TPE-LAX route taipeiflyer

Anyway I hope the crew will get the feedback in some form or another...

thanks for the kind words sqozflyer- i have no idea how i came to be viewed as an expert on the tpe-lax route, but i feel there are several posters who have far more knowledge about this route (TerryK). I'm still a newbie and am always going to my SQTalk gurus for information and advice (thanks KeithMel, JJPB3, TerryK and CGK!). Nonetheless, i am honored to receive your praise and happy to provide any kind of insight i can. =)

[oblivious]

Had a great flight SQ228 yesterday and would like to send feedback, but the online form doesn't have an option for 'onboard' feedback or anything like that, is there another form somewhere? Thanks!
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VOLVO S60 PICTURE

[oxymoron1984]

I like writing thank you notes to pass to the crew on that very flight. It gives them an immediate sense of a job well done when they know a passenger's grateful for the amazing flight because of what they've done. I usually have them come up to me thanking me for the compliments. They often follow up with having me fill up a formal feedback form for them to send in. That way, crew know they're appreciated immediately and HQ hears about their wonderful performance too.

[icn.sg]

Yes all compliments do get passed on to the crew if the service rendered was substantial. So if you merely wrote that the crew were good/all smiles, SQ will assume that that is the standard level of service that all crew are supposed to deliver anyway, and such compliments will not be passed on to the crew. However, if you clearly mentioned the name of the crew, and what he/she did to make u feel that the service was indeed special, you can rest assure that your compliment will be passed on to the crew and noted in the crew's personal HR file. This will go towards assessing them for future promotional prospects.

Similarly, complaint letters will be assessed and where relevant, crew will be notified and they will be given the chance to explain their side of the story.

SQ does forward all compliments and complaints to the crew/ground staff involved for their records. It's important to note that compliment/complain ratios are part of all front line staff's KPI (key performance indicators).

[PnG]

In spite of its best efforts to scare me away for good recently (eg. outrageous decisions such as removing Dom from SKL F), SIA regained my love this weekend with an absolutely fabulous crew on SQ28/27. I spend only 2 days in the US thus had the same crew both ways and got to know them a bit. From Captain to the blue-kebayaed girls, they all went out of their way to make me feel comfty and make the tiring trip as pleasant as possible. So I feel that I really have to let their superiors @ SQ HQ know how lucky they are to have such people around

Now what's the best way to let the management know about a great crew? I have never submitted any feedback on crews so far and don't know how SQ actually handles comments from customers... Do they usually pass on compliments from passengers? Does feedback wander directly to the bin and get a standard reply: "Thanks for sharing your experience... it helps us improve our services... etc.?"

Some things to consider:
- Travel took place in F both ways
- I can't remember the name of the IFSs (there were 2) or any other crew member but SQ should be able to figure out which crew was on a flight on a particular date!?
- I'm "only" QPPthus in their eyes probably not eligible for "god-like treatment" (->personalized response)

Now what's the best way to improve the odds that they actually pass on my praise to the crew...?

- Online Feedback form?
- PPS feedback email?
- Written letter? To which adress?

I'm sure many SQtalkers have submitted feedback before and I would appreciate any suggestions from the experts... Thx!

According to my close friend who is a high ranking crew,If you are giving a compliment based on just god srvice rendered, friendly service provided..etc, usually the crew dont received it.. However the more specific you are about the compliment the better it is for the crew as it carries more weightage when it comes to their appraisels.. of course if you remember the name better but even if you dont. SQ will check on who worked in the specific area and thus channel to the relevent crew members

[jetpilot1983]

Simply ask for a feedback onboard next time, I do it all the time. Once completed U just hand it to the crew, on the form it asks what flight numbers you are on and class of flight etc. Im sure SQ keep a track of which staff are on which flight.

Hope this helps

[nykelaz]

Simply ask for a feedback onboard next time, I do it all the time. Once completed U just hand it to the crew, on the form it asks what flight numbers you are on and class of flight etc. Im sure SQ keep a track of which staff are on which flight.

Hope this helps

Hmmm, just my two cents worth, what are the chances that the forms would actually be handed up to the people up there? If it's a complaint, are there any chance the crew might just throw it down to bin to cover her acts? I repeat, just my two cents worth...

[jetpilot1983]

When u use the feedback form they fold into a sealed envelope, it would be obvious if someone had been tampering with it.