Some Notes on SQ 25 JFK-FRA-SIN and SQ 26 SIN-FRA-JFK

[SQ LPP]

Note: This is a not for SQ Boys and SQ Girls who read this thread. I completely understand that all of you work hard as always. But you should look from the perspective of a pax who takes the flight without breaking the journey in FRA, who might be tired and exhausted like you as well , and who might have a bad day as well.


I know in the past five years, I can count with my fingers how many times I take SQ25/26. For all those flights, it seemed that nothing unusual, i.e. the usual SQ sevice, except I had posted two JFK-FRA observations in F, but the service recovery was immediate and the rest of the flight time went by without a glitch. In the mean time, I have read and heard many complaints or dissatisfactions regarding this route, especially the JFK-FRA-SIN portion.

Let starts with SQ26 SIN-FRA.
Departing about the same time as LH flight to FRA just before midnight. The service is as usual. I mean there is nothing odd except the no welcome back when boarding. The IFS did not specifically go greet each F pax, but at least I had good communication especially after one of the CS (Red Kebaya Girl) remembered me. The LSS told me that the crew would not go to NY. They will go back to SIN two days later.
I was fine with this flight.
The LSS took the time with each pax when distributing the PJs. I mean like by saying I think you are size M, but if you prefer size L, please let us know. I was in 3F. 3C and 3D were an Indonesian couple. 2D was a very tall young European. And 3A was the older lady who I gathered flying using redemption DL miles. She was with her husband but only one F award available. She was impressed with all the attention from the crew, as well as the fact that the crew did not let her husband to occupy an empty seat nearby.
After dinner and watching movies, and the fact that all pax were sleeping, I decided to sleep. Went to the loo, and the crew knew exactly to do.





I woke up and had breakfast. Looked like everyone else had woken up pretty early. The old lady had moved to 1B. (Turned out later she mentioned that she broke the legrest in 3A. She sat on it. When she came back from the lav in the middle of the night. )

Then, after the Captain made announcement of the timing for landing, the LSS came around and asked the continuing pax to JFK to store the amenity kits in the galley, since there would be security check when reboarding. Thus if it's not fit in one plastic bag, better leave the kits on board. I recalled from a while back when taking FRA-JFK, the only security was after check-in outside to go to the secure area, and for transit pax no security. I decided to keep my kits and to see what happened. I was just curious about my memory from other flight whether it's correct or there is a change indeed in FRA.

Got off the plane at Gate C8 (I think) far away. Did not see any security. Walked looking for UA RCC where SQ uses for the SQ26 FRA-JFK pax. Yes, after the jetway, there is a sign board where F, C, PPS, *G should go, and all other Y pax should wait at the gate.

I just walked following the sign for baggage claim. Once I saw the passport control booth, there is the escalator to go up to the entrance of RCC.

Arrived at RCC and asked for shower. First time after such a long time I encountered a real lounge dragon. I mean her tone of voice likes I was entering a military school. And BTW, she is Asian. Got into the shower, and had another set of H2O shower kits.

Nothing interesting on the buffet spread in UA FC lounge. No boarding announcement made. But I heard it was due to the malfunction of the PA system at the lounge.

Walked towards Gate C8. Did not see any x-ray security opens. Once at the Gate, there were two podiums for passports/documents checkers. Just before this, there were two x-rays/security but unused and unmanned...

[SQ LPP]

SQ26 FRA - JFK

As usual, once I walked through the airbridge and had the eye contacts with the crew, I could sense whether there would be chemistry among us. I could sense whether I would have jolly time with them or not.

Now the usual "no welcome back" greeting stuck in my mind. Went back to my seat 3F. Only two other pax going to JFK: the old lady in 3A aho now moved to 3C, and the gentleman in 4F. The LSS went to give them their amenity kits back. She did not say anything to me. When I asked her politely and nicely whether I could get another kits, she said she doesn't have any. I told her that I did FRA-JFK before and I got PJ and kits. I said could it be possible that because I am a continuing pax thus no PJ and kits given? She said not because of that. Just FRA-JFK is no PJ and kits given. Then she said the JFK-FRA would be full in F. Thus, she could not give me one. Well, I said deep in my heart, nice try! I mean I knew before hand the load for the return JFK-FRA. It would not be a full flight at all... only 4 pax according to the information I gathered.

I know it's hard to catch this flight from FRA. Usually I have to get up very early morning to be at the airport by 6am. So I understood the tiredness of everyone. But for the crew in this flight, with only 3 pax in F, the service was a bit rush. And I guess because of my request for the additional kits, I was put in the crew PITA's list. Thus, the LSS was not that nice to me.

It is not a bad flight. Just a step down in overall service from the previous segment. Well, the IFS did something good for the husband of the old lady. He asked him to move to 3D an hour before landing. It's a nice touch. I don't mind at all. And I am glad to see the crew did offer that.

Arriving in JFK in mid morning is a bless I think. I was able to be first in line for immigration. Thus not bad. A quicker time passing through immigration and customs.

Just an additional information, at JFK T4, there is a left luggage counter at the arrival hall. To the right after exiting from the main customs door. To the left would be flight connection bag drops.
And yes, there will be many people who offers you taxi/transportation...

In short, for SQ26 SIN-FRA-JFK, overall it's still a pleasant flight, but I realize that the segment FRA-JFK would not be as good as the SIN-FRA segment. Remember my qualifying flight for LPP on SQ FRA-JFK last year? I said that time there was no chemistry when boarded the plane. Similar to this experience.

[SQ LPP]

JFK Check-In

JFK Check-In Agents for the C and F had not improved since the last time I had trouble with them.
Anyway, I have the ticket that shows SQ25 F JFK-FRA connecting to SQ25 C FRA-SIN. Looks like the agent could not grasp the idea of someone has to travel in two different class of services. He kept asking me how many days I would be in FRA hence where is the visa. He asked for help to one supervisor who looked cold and unappreciative towards a premium pax. i am sure you know what I mean. I don't need to get recognition, just a courteous and considerate gestures would be enough.
The agent still could not print my BP. If I am a judge for "best" airline competition, I will give SQ a very low mark. The total length of the check-in time was way too long. (I know some of you know from me my certain conditions when check-in for any airlines, but I have never encountered this long check-in time.) Then he had to get another help. This time the first person did not want to help him. So he had to find another supervisor. Both of them had fun time in printing my BPs i.e. taking longer time again.

Now, here is one other sign that the check-in agent is not knowledgeable nor uniformed. He told me to go to Swiss *G lounge to wait for my flight. And I was still smiling and said to him that I believe I could go to VS Clubhouse. Then of course he has to yell to ask to someone for confirmation.

Imagine someone who is first time flying in SQ F from JFK. He/she would follow what he said going to LX *G lounge...

[SQ LPP]

SQ25 F JFK - FRA

I went to the gate a bit early. So when it was announced F and C as well as PPS to board, I was there... Again, whoever had been taken to the seat with another FA offering to store the coat must have been very lucky. No "welcome aboard." And certainly no "welcome back." Again, I don't feel any connection with the crew. Well, the pilot who was seated in 4F decided to move to 1B. We crossed path, and I smiled. And he was as cold as ice. Hmm the unusual unfriendly SQ pilot.

I got a glass of Krug from the LS. And, the LSS came by and gave me the PJs and kits without saying anything. Rushing. What I don't get it, she rushed to help and to be nice to the pilot in 1B. She gave me S for my PJs. I know I am not that tall, but I know S would be too small for me. And the flight was not full anyhow. One girl in 3F. And 4CD as well as 4A were occupied. I managed to change to my LH PJs. Hanged my shirt and jeans myself in the front closet.

Another annoying thing is the fact that the LSS was trying hard to put her smile on, while taking the drinks and meals order, but once she finished talking, she would show her unfriendly and anger face. Hey, I think I could do better than her. I can be mad but I will still keep smiling and happy. I sense something has gone wrong among the crew. I don't know what, but they should let those affects the way they treat pax. Anyhow, the LS had a sour face as well. I tried to be cheerful... but...

So now you know why I did not ask for another size for the PJ. Just could not bear dealing with a fake smile or unsincere behaviour.

While taxiing, for the first time ever, I heard noticeably the conversations between the crew in the galley. Too bad no headset allowed during taxiing and taking off. I thought at first the conversation happened in row 4. But then I realized soon it was from the galley. Sounded like they had arguments.

And I am sure you can guess what I did! I decided to skip all my interactions with the crew. I had my own bad day in NY. I don't want to have to deal with the crew who clearly had some issues. Once the plane took off, I pressed the button to flat down the seats. Put on my eyeshade and put on my Bose NC3. I just forgot the desire to have caviar and the opera cake on this flight (yeah I have ordered them as well as the main course). Of course it was hard to force myself to sleep, but I knew I'd better forget about taking a chance to get a better service from the crew.

I woke up just before the captain made the announcement. Got my shirt/jeans from the closet and went to change. The IFS only said "You slept very well!"

Arriving at FRA Gate B48. When out from the jetway saw my name and Mr. Zimmerman (or something like that). I thought a special message or service, but when I approached, basically it just a news that as continuing pax to SIN, I could use the Lufthansa Business Lounge or Lufthansa Senator Lounge (but for this, she has to accompany me to get access which I told her no need since I am SEN member as well).

Went to SEN lounge and had coffee...

[Singapore_Air]

Sounds like an unacceptable experience.

SQ lurkers - please take note and follow up.

[SQ LPP]

SQ25 C FRA - SIN

I will skip certain event prior to boarding at the gate area, since I had written to SQ directly to inquiry about it.
Boarded the plane, and no "welcome back" nor friendly face. Settled down to my seat 22A. Soon enough pax in 22C seated.
Soon after taking off, pax in 22C asked the crew to be moved to another seat.
I decided to change to my LH PJs again. I know I have to sleep since the flight would arrive in the morning at Changi and I had to be awake for an event till night time. Went to the handicapped lav. Changed. Opened the door. And was glad to see a blue kebaya girl at the galley doing something. I said to her nicely "Would you kindly hang my shirt so will not get wrinkled?" She showed her annoyance look. I must have bothered her. And she said "Are you in Economy?" Ouch.. I must have the look of economy class pax. (Well, looking back, my Y class on SQ319 was much much more enjoyable than all these flights discussed here.)
I just said to her, sorry to bother you. That's okay. I will store the shirt in the overhead bin 22A. I just walked back to my seat.
She must have realized her error. She came to my seat soon with a hanger. I said to her no worry. Have to have a credit for the quick service recovery.

But here is the funny thing though. The IFS has been walking up and down between F galley and C galley. Everytime I smiled at him, he never acknowledged. And he never of course came to say "I am glad to have you back aboard SQ." yeah those standards greetings like what DeltaFlyingProf gotten recently in his four flights.

There must be something wrong or something has been noted in the manifest. Looks like in this flight the seniors, aka IFS, CS, LSS, LS who walked around did not have any good times, smily faces or happy faces. The one who stole the show were the two blue kebaya girls: the one who asked me whether I was in economy, and her colleague. The later took meals order. It was from the couple seated 22DE. So LPP did not get asked first. Since I was really indifferent in the meals choices, I told her that I could get anything. She pushed hard for me to choose, butu I explained to her that I don't have any preference. I told her "Just surprise me with your choice?" I told her as well that since I have no preference, it would help that may be certain pax in the cabin would prefer certain meals.

When the main course served, she said she picked the noodle soup because in her opinion I would long for local asian dish after visiting new york. She thanked me more because she said she almost had a pax unhappy with the last choice. Since I don't have a preference, the pax got what he wanted.

Anyhow, I don't know why the seniors were not friendly to me in this flight. I wonder what's in the manifest noted about me. Or everyone had their bad day. The one who called my name would be the blue girls, but the seniors would not say my name.

Before landing in Singapore, the IFS brough someone from Y. He asked the person to sit next to me. But he had no courtesy to smile or say something to me. A gesture or words saying that this lady traveled with someone in F would be nice. At least did not make anyone wonders what's going on.

Anyway, took the door 2L too disembark. The seniors by the door seemed busy to say good bye to all the pax. I walked towards the immigration, and I was glad to be back home. Yes, one of the new staff from SKL T3 was walking with a pax and she greeted me with my name!

[SQ LPP]

Summary

The point I try to make here is for the crew to realize that everyone has his/her own bad day. Yes, I heard about the dislikes from the crew when they get scheduled for NY flight. But remember that a pax might have his/her own bad day.
I know that it's not a MUST to greet QPP, TPP or LPP. But just a gesture for acknowledgement would be nice. A smile back is worth millions words. And I am not a difficult pax I heard. I would hang my own cloth in the closet without a fuss. I sometimes bring the empty cups or glasses to the galley to get the refill. And yes I am not fond of the new PJ with the chest/neck lining. Thus wearing my LH PJs instead. I don't bite. I am just a person who loves to be in the airplane.

And with this experience I had, now it entices me to plan another SQ trip using SQ25 and SQ26 again later this year. Will see...

[aislealways]

Just my 2 cents. I will always try and fly SQ25/26 to Asia from the US. Partly because I love the old F product and almost totally because I find the service in F to be beyond outstanding. There's something about the ability to anticipate needs without being intrusive that will make me travel for an extra 9 hours (to PVG recently) without a moment of concern at my madness... I've done it 4 times and counting.

This addiction down to my belief that SQ25/26 demonstrates like no other the true beauty of commercial aviation*

(As per my other threads - if only I could book it )


*and I am an obsessive, passionate and sometimes highly strung customer and probably not easy to impress...I just so want it to be so right. And it is on these flights for me.

[aviationfreak]

Some flights in SQ the crews are superb but some are just lacking. I guess it depends on ** luck!

[KeithMEL]

I think it is rather unacceptable for cabin crew to deviate from usual standards of service and do what they're paid/trained to provide at a lower level just because they've "had a bad day."

I know we're all humans yada yada yada, but having "had a bad day" should have no bearing on how you do your job. And same goes for other kinds of jobs.

[SQBoi]

Hi SQ LPP, I think your posting was a fair observation and feedback. Anyone can have a bad day but as a service provider, they have to be professional and not translate it on their face or action to their customers. I can forgive mistakes and errors but not bad attitude. It is so uncalled for. I personally feel that you should report the crews who treated you that way. It is the only way, SQ can pull out that few lousy crews that are diminishing the good effort put in by genuine hardworking and service oriented crews.