A first in First… and last

[stargold]

I'm always of the opinion that SQ's number 1 strength is all hyped up.

My take is that although SQ service is undoubtably one of the best in Asia, it would be a mistake to pretend that they are exempt from the inevitable nature of service - that is, variability not only depending on the crew member but also day to day (moods) and other external factors. And that's before you even start to deal with the subjective perceptions of what constitutes good quality service.

In any case, looking back, I've usually found the service from the SQ boys more reliably better than SQ girls...

Judging from some responses to the OP's honest and reasonable observations, I'd better leave it as that. Any further criticism of the famed (and fair ) SQ service would be kamikaze.

I think some are perhaps a little hasty in discounting the validity of others' experiences if it does not match their own. Although I'd probably match that description if someone told me UA F was better than NH F

[stargold]

If they don't want these pax in the lounge then they shouldn't let them in the cabin either, as they are obviously 'not worthy'.

Give them enough A380s and the "Class beyond First" will take care of anyone who is "not worthy", both in the lounge and in the cabin

[MAN Flyer]

Welcome to SQTalk, plim. Thank you for you observations and comments.

Try and ignore the slightly strange replies you got further up. Someone either misread your post or was having a bad day.

one thing however which I find simply infuriating was being denied access (as I knew I would be of course) to the “Private room” aside from the ludicrous name, I find it rather insulting that non-paying-but-booked-in F passengers cannot access this area… I could, at a push, see the validity of creating a separation from TPP for example but I cannot understand the segregation of passengers who are actually flying F… it gave me a lasting impression which later on would spoil it for me.

Welcome to the sizeable club. SQ have made some bloody annoying and strange decisions in the last few years, but this is the worst of the lot imho. Absolutely ridiculous, and despite being beseiged with complaints, they still have this stupid policy.

As you also rightly point out, the F lounge is very underwhelming (I can think of much better descriptions than that to be honest....) and this adds to the annoyance and frustration of the crazy access rules to TPR.

The main issue for me is to feel “different” because of the redemption issue… if I am treated like so in the lounge and know that on-board the crew may also know this, then I couldn’t relax and felt there was a slightly lesser service quality… this kept me from fully enjoying the trip. IMHO this is a huge mistake for SQ – I would never consider paying for F or using miles to redeem again and this can’t be the expected result.

Well said. But I don't think this would even register with those who came up with the crackpot access policy.

Access to TPR - I don't know what idiot at SQ made that decision and why they are holding on to it. It's a disgrace. Passengers in First are passengers in First regardless of how they got there. If SQ doesn't want them, they should change the access rules (as seen on the Suites) but not come up with bullshit like this. LH First gives access to FCT for upgrades and awards and now one would ever dare to kick pax out of there because they haven't paid full-fare.

This bit I agree with.

It's not just LH. I can't think of any other airline that bans F pax from their own lounge.

If they don't want these pax in the lounge then they shouldn't let them in the cabin either, as they are obviously 'not worthy'.

[phaleesy]

I certainly agree with you about how critical the crew can be, especially in F where consistency and high attention to details are key... but isn’t that the one thing touted out as being SQ’s #1 strength… if they fail there, what’s left?

I'm always of the opinion that SQ's number 1 strength is all hyped up.

My experience with SQ is more akin to UMD's summary, though my time frame is closer to 15 years. SQ F can be very very very good but it can also swing the other way.

Judging from some responses to the OP's honest and reasonable observations, I'd better leave it as that. Any further criticism of the famed (and fair ) SQ service would be kamikaze.

[KeithMEL]

Horrid regional F seats without AVOD on a 6 hour flight...

I have done these in F on the MEL run twice now. But only because nothing else that fits my schedule was available. They're actually ok as a nice big armchair on a day flight IMVHO, between the Krug and the mostly delightful crew I was perfectly content. I agree they're not the best however and would avoid them like the plague on an overnight flight.

I wonder if the length of the sector has anything to do with how the service feels. I do lots of SQ F, have been PPS for a long time, and most of my sectors are really long-haul: IAH -- SIN; JFK or FRA -- SIN; SIN -- SFO. My impression is that the longer sectors are always very, very fine; shorter ones (like SIN - HKG) a little more rushed.

Actually, of all the SQ F experiences I've had, I've had typically the best crew on the HKG sectors. The IFS and LSS I had on HKG-SIN over Easter were simply the best SQ crew members I've ever had period; super efficient with drinks, ever ready with witty banter, a great sense of humour, and just all round fantastic characters to fly with. The other half and I even took time to write a one and a half page compliment about both of them, which almost resembled a trip report by the time we were done. We got a nice reply back via email so they must have understood what we wrote under the haze of all that bubbly. And the flight was actually about half full so this wasn't because the crew had nothing else to do.

Then again I probably don't fly SQ nearly as much as you do so what do I know.

[Bitterroot]

I wonder if the length of the sector has anything to do with how the service feels. I do lots of SQ F, have been PPS for a long time, and most of my sectors are really long-haul: IAH -- SIN; JFK or FRA -- SIN; SIN -- SFO. My impression is that the longer sectors are always very, very fine; shorter ones (like SIN - HKG) a little more rushed.

I agree that the LSSs are more likely to come over and chat, but generally, it's up to me: if I engage the crew, they're always responsive and friendly.

And I've always gotten greeted by name, welcomed back, and acknowledged by the purser.....................

[stargold]

SQ do definitely have their off days, in any aspect of the F product. Horrid regional F seats without AVOD on a 6 hour flight, inedible food and cold/indifferent FA have all been experienced even out of my small sample of SQ F flights.

It's not surprising that the OP was disappointed at a bad first impression of something as hyped, talked about and well regarded as SQ F. Perhaps the expectation was set too high - and understandably so.

[UMD]

"compared to other flights where the Chief Purser or CSD made the effort and in some cases spent some time chatting"

Being a QPP you will get attention even flying in Y - I am a QPP for 12 months now and crew including the Leading Steward are stopping by for a chat. I have gotten Krug in Y and fantastic service all the way up to F.

"compared to other flights where the Chief Purser or CSD made the effort and in some cases spent some time chatting"

How many flights have you taken in four years with SQ? 100? 150? More? You should have found out that SQ service is mostly very warm and friendly and FAs go out of their way to make you happy. Why would one flight with a disengaged FA call for a trip report like yours?

KRUG in Y? I have to say you are very lucky. Being a TPP for 3 years now, I have only had 2 - 3 experiences where the IFS came to say hello to me in Y and none offered me anything at all. The last time I flew Y to BKK 3 weeks ago, I was refused a can of Coke Light over several other no status passengers asked to complete a survey form. (and no, I did not flag my Solitaire card - that's not me). And here I thought if I did not have my meal, my request for a can of Coke Light instead of a small cup would have been granted.

I would agree however that SQ service has been warm and friendly up in J and possibly F (do not get to fly F too much but on a few occasions I did fly F, I enjoyed it a lot) but in Y it has been a total let down for me so far especially in the past 10 months.

[jhm]

With respect, I think some of the replies in this thread are a bit harsh and unfair. It's perfectly possible to be QPP whatever or even TPP without knowing much about SQ's service standards and the types of aircraft in its fleet. Not everyone is as interested (or obsessed ) as some of us on here.

With PPS value, it's even easier nowadays to qualify (or almost qualify ?) for PPS by (e.g.) doing a single roundtrip in suites.

And whilst SQ is pretty consistent (more than most, but not all, other airlines), I nevertheless think it is still a bit OTT to say that as a PPS, you always get this or will always be treated like that. It may be more the case now with the diminished loads but it certainly wasn't always the case in the past.

[taipeiflyer]

I recently decided to treat myself to an upgrade to try the SQ First product on SQ 12 (the “old” first, although as far as I understand it, the most recent version prior to Suites, correct?) – .

as a QPP4, how on earth did you think the 747 was the most recent F prior to the introduction of suites? the 77W is nuch newer.

[KeithMEL]

How many flights have you taken in four years with SQ? 100? 150? More? You should have found out that SQ service is mostly very warm and friendly and FAs go out of their way to make you happy. Why would one flight with a disengaged FA call for a trip report like yours?

To be fair, it was the OP's first time on SQ F. First impressions do count for a lot IMHO, and unfortunately for the OP "one flight with a disengaged FA" just so happened to be his/her first SQ F experience. Of course one would hope that the OP is able to see in retrospect that the onboard experience described was not the norm for SQ, as the subsequent posts have tried to illustrate.

[SMK77]

Welcome to SQTalk, plim. While I share a couple of observations I was a bit puzzled about some of your comments - claiming to be a QPP for 4 years you should have sorted out some things already.

"compared to other flights where the Chief Purser or CSD made the effort and in some cases spent some time chatting"

Being a QPP you will get attention even flying in Y - I am a QPP for 12 months now and crew including the Leading Steward are stopping by for a chat. I have gotten Krug in Y and fantastic service all the way up to F.

"compared to other flights where the Chief Purser or CSD made the effort and in some cases spent some time chatting"

How many flights have you taken in four years with SQ? 100? 150? More? You should have found out that SQ service is mostly very warm and friendly and FAs go out of their way to make you happy. Why would one flight with a disengaged FA call for a trip report like yours?

"I would never consider paying for F"

Pretty contradictory to your comment that you couldn't enjoy your F experience because on Award you felt treated like a second-class passenger. Again, as a QPP you will always get full attention on board regardless of whether you fly on award or full-fare. (One of my worst experiences of services was on Suites - and that ticket was full-fare for sure including access to TPR).

Observations that I support:

Access to TPR - I don't know what idiot at SQ made that decision and why they are holding on to it. It's a disgrace. Passengers in First are passengers in First regardless of how they got there. If SQ doesn't want them, they should change the access rules (as seen on the Suites) but not come up with bullshit like this. LH First gives access to FCT for upgrades and awards and now one would ever dare to kick pax out of there because they haven't paid full-fare.

Amenity kit - SQ is too much into showing off. Everything has to be branded. SQ's amenity kit is one of the few that I never open because the products are not good at all and do not meet my needs.

Food - SQ has saved in all classes most notably in J. I think food standard in F is overall okay, but improvements are possible. Access to TPR can make up for - the Lobster Thermidor there is very nice and you can go to sleep right after take-off.

[plim]

Thanks for the feedback and the welcome - Keith I certainly agree with you about how critical the crew can be, especially in F where consistency and high attention to details are key... but isn’t that the one thing touted out as being SQ’s #1 strength… if they fail there, what’s left?

It’s relatively easy to start discounting the food, the lounge, the check-in etc… until we distill the F experience to whatever component was amazing… a bit too easy I think. The mark of a successful F product is consistency in quality across all stages of the travel experience… or at least across as many as possible… here I feel they’re not really trying for that and relying too much on crews which in turn, aren’t maybe what they used to be…

Anyway, enough complaining… we’re fortunate enough to be able to afford this… however disappointing it’s all relative (but sure glad I didn’t pay extra for it!)…

[LionCity]

I agree with KeithMEL. My experiences in F is generally good...on two occasions, I come across weaker crew and thoroughly unimpressed i.e. one Shanghai and the other CGK. But the rest came across very well.

[KeithMEL]

Welcome to SQTalk plim. Thanks for sharing your candid observations.

I am sorry that you had such a poor experience at the FCL check in area, for I raved about my own experience afterwards to anyone who'd listen as the people there were so nice. LH FCT style efficiency but with a lot more character. I suppose I was lucky to be departing at a relatively quiet time? 5 staff members fussing over little ol me... (and no before anyone asks i have zero SQ status) It was a little OTT if you ask me but it was a little bit of a novelty.

Yes the Ferragamo kit isn't the best. However I love the little bottles of Incanto fragrance which I now take with me on my trips as they fit nicely into the LAG plastic ziplock bag.

As I've often believed, a crew makes or breaks a flight and unfortunately you got a poor crew member in this instance. The food can be a hit/miss but that's subjective I s'pose; I don't notice mediocre catering when I've got a good crew. My limited number of FCL flights on SQ have all been mileage redemptions (apart from a KUL-SIN segment if that counts ), but I have never felt like I got second class treatment because of my ticket (the TPR situation aside). The IFS's have always found the time to introduce themselves and their colleagues, and the better crew members (i usually find the LSS's more personable than the LS's) are a rather cool lot. A huge difference from JCL which is where I get the clinical feel. So hopefully you'd give them another go and put this down as a somewhat anomalous experience.