Not welcome in Paragon PPS lounge

[upright man]

Hi everyone,

Last week I went into the PPS lounge at Paragon shopping centre to have a cup of coffee while waiting for my wife,
but while walking to the seats a loud voice behind me said "Excuse sir, wait !"
It was the lounge manager, dressed in a suit, who proceeded to tell me that the lounge was for PPS members on business only, and if I wanted to enter, I had to at least make an enquiry or something.

He also said that "the Management" has been telling them to watch out for PPS members entering without proper business, and sort of put a stop to it.
Finally he let me go ahead and get a drink, while hinting that I would not be so welcome next time.

Now, when I received the PPS welcome booklet, being so new to these things, I read it thoroughly, and recall that we could enter the Paragon lounge and "have a cup of coffee/tea and read a selection of magazines".
Did I misread the above?

Sorry about the long post, but i just wanted to check if I was in the wrong,
and hoping some of you can share your views about the use of the Paragon lounge. Thanks in advance.

-upright-

[StarG]

In my opinion, the PPS Club Service Center is just like a ticketing office with better facilities for premium pax. It it not a general lounge where members can just walk in and meet or have a drink. Imagine how full it would be if it is operated that way, in the busy Orchard area.

[upright man]

In my opinion, the PPS Club Service Center is just like a ticketing office with better facilities for premium pax. It it not a general lounge where members can just walk in and meet or have a drink. Imagine how full it would be if it is operated that way, in the busy Orchard area.

Thanks for the reply StarG,

yes, I get your point, and agree that it wouldn't do for them to let in members on a casual basis.

In that case, the PPS booklet should state so clearly, that it is for members with official business only, and not give the impression that we can enter freely, and are welcome to have a drink and read the magazines there.

In other words, they shouldn't hype up any of the features of PPS membership, making it sound better than what it actually is.......

That would have saved me the embarassment of being spoken to loudly and openly in the corridor of the lounge; on hindsight maybe that was the lounge manager's intention........

Still feel unhappy over this incident; I think I will email SQ and see what they say.

[tfung]

I agree as well... while I've only been to the paragon lounge once while enquiring about a ticket, I always thought the lounge was basically for any PPS to go at leisure... I mean don't think there are that many PPS members who will spend time there for no reason at all, there's no reason for them to impose these stupid rules... And when I was there, it's not like the lounge was overcrowded or anything...

[Snaffled]

I pretty much agree with both of you. I don't think it should be open for members unless there is an SQ related enquiry BUT this should of course be clearly marked for members in the documentation.

For upright man to be told this loudly is terrible customer service.

[LionCity]

For upright man to be told this loudly is terrible customer service.[/QUOTE]

Agreed that the approach of the lounge manager is not ideal and he should be more sensitive/professional in that instance. As a QPP1, I too got the impression from the PPS Benefit booklet that PPS Paragon was a club that you could walk in for a drink and some snacks.

However, having said this...I believed I know this gentleman. So far my experiences with that gentleman has been reasonable at the least. He could be having a bad day. Pay in SQ is nothing exciting and management seems to be on an endless cost cutting streak. I have been hearing more open complaints from staff including those onboard then in the past.

[upright man]

Hi everyone,
thanks for all your supportive replies !

I just checked the PPS membership guide online, and it says (quote)

"Located in downtown Singapore, the Singapore Airlines PPS Club Service Centre is for the exclusive use of PPS Club members."

"Relax in comfort, enjoy the sculptures and paintings by acclaimed local artists and help yourselves to beverages such as coffee and tea while you wait to be attended. "

"International and local newspapers and magazines are available for your reading pleasure, and you can also watch the latest news updates on TV."

With a description like that, which newbie PPS member wouldn't go in to have a look when they pass by Paragon?

Well, I am not being petty, I just wanted to highlight 2 things :
1) that SQ shouldn't tout any of their features/services in flowery language to "talk-up" any of their supposed programmes. ie they should never promise more than they can deliver.
2) bad customer service (as you guys already noted) - the manager could have at least waited till I got a drink and sat down, before quietly asking whether he could help me, whether it was my first time there, and clarifying that the lounge was not for casual visits.

Anyway, I am not upset at them anymore, but I've sent an email to see what they have to say.

Thanks again everyone !

[quik!]

1. The person should not be rude to you
2. Just tell him, yes, I have an enquiry / complaint. It's RE: you.

[KeithMEL]

Clearly the lounge is only for people who have business to attend to at the service centre. But I do agree that it's rather poor of the lounge manager to conduct himself in such a fashion.

[cawhite]

Clearly the lounge is only for people who have business to attend to at the service centre. But I do agree that it's rather poor of the lounge manager to conduct himself in such a fashion.

Agree on both points. (IMO, the inclusion of "while you wait to be attended" makes it see clear it isn't a lounge for one to use while taking a break from other activities in the Orchard Road areas, but rather to be used when stopping in the PPS Centre for purposes related to SQ.)

[SQFAN]

I have to admit that my interpretation of the issue is that 'while I am on SQ business'. Wouldn't even go in there otherwise. There's a coffee place just right outside....

Agreed. The Manager should have been more courteous and discreet to upright man.

OT rant: Since joining TOF and SQT, I come across people who are bent on 'stretching' the definition to the exact wording up to the point of going away from the intended spirit of the subject matter. Come on, don't spoil it all for us. Live by the rules...

[SuperFlyBoy]

I pretty much agree with both of you. I don't think it should be open for members unless there is an SQ related enquiry BUT this should of course be clearly marked for members in the documentation.

For upright man to be told this loudly is terrible customer service.

More reason to show that SQ on the ground is terrible, as compared to up in the air!

This "benefit" is stipulated in *writing*, and after when one is demeaned (publicly?) in such a manner?...