Have heard many horror stories about SQ's long Contact Centre hold times, and was fully prepared to be placed on hold for a long time when I called SQ's main Singapore contact centre line this morning on a few matters regarding an upcoming booking in late Dec.
To my surprise, my call was routed to an agent almost right away, with no delay. I did key in my FF number (I am KF Gold, not even PPS) at the start of the call, and also indicated the call was about my next booking (The IVR system prompted me with that).
My requests relating to my reservation were handled very professionally and efficiently by a pleasant rep, and needless to say, I gave very positive feedback on the automated feedback system after the call.
I had been putting this call off for a long time, and as mentioned, was bracing myself for a long wait, possibly even hours, before getting through, so was pleasantly surprised at how quickly I got through, especially considering that this is probably peak travel season. I think I was probably given some priority based on FF number, but as stated I'm not even PPS.
Just one data point here, but quite a positive one -- thanks SQ!
By comparison, a couple of months ago I tried calling Thai Airways' Singapore helpline, and never ever managed to get through to anyone on their Singapore number, despite calling several times over a few days, and waiting on hold for many minutes each time. I ended up calling the TG Bangkok number for help.
To my surprise, my call was routed to an agent almost right away, with no delay. I did key in my FF number (I am KF Gold, not even PPS) at the start of the call, and also indicated the call was about my next booking (The IVR system prompted me with that).
My requests relating to my reservation were handled very professionally and efficiently by a pleasant rep, and needless to say, I gave very positive feedback on the automated feedback system after the call.
I had been putting this call off for a long time, and as mentioned, was bracing myself for a long wait, possibly even hours, before getting through, so was pleasantly surprised at how quickly I got through, especially considering that this is probably peak travel season. I think I was probably given some priority based on FF number, but as stated I'm not even PPS.
Just one data point here, but quite a positive one -- thanks SQ!
By comparison, a couple of months ago I tried calling Thai Airways' Singapore helpline, and never ever managed to get through to anyone on their Singapore number, despite calling several times over a few days, and waiting on hold for many minutes each time. I ended up calling the TG Bangkok number for help.
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