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  • Robotic SQ cabin crew?

    There are some myths about SQ that keep getting perpetuated.

    Some folks believe all the marketing hype and think SQ is the best, most awarded, etc. I think SQ is great in many ways, but best in all respects? We wish...the lounges are mediocre, for example. But I do think SQ has a great product in F/R, J and Y, and have a record of punctuality and reliability that is pretty impressive (Based on travel on SQ for the past 20 years).

    But that's not what this thread is about. The subject of this thread is another myth that has almost become a cliche, which is that of "robotic cabin crew".

    Robotic? What do people mean when they say that? On almost all my SQ flights, SQ cabin crew are professional, treat pax well (Often super well) and some are just so warm and friendly. And this is from someone who has occasionally done J but mainly travels in Y. In more than 20 years of frequent travel on SQ, I have, not once encountered cabin crew who I would consider "robotic".

    In my experience, SQ cabin crew follow regulations and are very well trained. In most situations, when I make a request, if it is a normal request, I know what the response from the cabin crew will be. If I ask for a G&T when they come round after take-off in Y with a tray of juice, water and beer, I know that the response will be that they will come back to me later with my drink. I know that they will hang my jacket in Y when I request it, and that they even help Y pax stow luggage in overhead bins (Although I always do it myself).

    What's wrong with that? That's not robotic -- that's what I call high training standards and consistent service delivery.

    Do I chat or make small talk with cabin crew? Yes I do, not that often, but sometimes they chat with me, or I feel like chatting with them. And nothing about that feels contrived or artificial.

    Do cabin crew sometimes act or behave in certain ways because it is their job, and not how the feel? Of course they do. I often have to do that in my own job, because that is what is expected of me. That's not robotic, that's training, discipline and passion to do your job right.

    That means having to grit your teeth and handle the occasional customer who perhaps has incorrect expectations. But once again, that happens in many jobs. Nothing robotic about that.

    On the other hand, I have also had the pleasure of meeting many SQ cabin crew who appear to genuinely enjoy engaging with pax, or at the very least do not seem to be putting on a "mask" dealing with pax, while feeling or thinking something different inside.

    I think it is a two-way street. If you are a reasonable passenger, then there is no reason why cabin crew should be unduly stressed or "fake" when engaging with you. And there are many SQ cabin crew I have encountered over the years who have come across as sincere, warm and friendly, whether in Y or the premium cabins.

    Have I come across poor SQ cabin crew? Sure, on very rare occasions, I have encountered maybe a handful who did not meet expectations. But these were exceedingly, exceedingly rare, and any transgressions were minor or even trivial.

    Robotic SQ cabin crew? I have never met one. I think that is one myth that deserves to be busted.
    Last edited by yflyer; 18 July 2019, 09:11 AM.

  • #2
    I think it has to do with the "predictable" on-board service one with find when frequently flying with SQ. Not so much the personality or attitude of the cabin crew.

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    • #3
      Believed in all organisations, there are good and average staff and SIA likewise has its own share of these. Have flown on some flights over the last 34 years, I have encountered crew with superb service, and many on standard service and even a few on slow response in answering the call button or in getting your drnks quite a few minutes late and on 2 occassions, the crew totally forgot about it. Just 2 months ago was going to from SIN-MEL and the 3 crew serving my section was really good and hardworking and comes around often, but the return trip was more SOP standard service.

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      • #4
        I think its fair to say we all have good days and not so good days.

        Just as each of us can have good/bad days at work, likewise cabin crew can also have good/bad days at work.
        While we might just be able to just sit at our desk and feel frustrated on a bad day and not talk to anyone, cabin crew (all service staff in fact) don't have that luxury.

        Just my 2cents.....

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        • #5
          My reading on most post on “robotic” is more towards short flights where the service is machine like rather personalized 1-1 service especially in J. This opinion is subjective because to me on short flights like KUL or BKK there really is not much time and to achieve all the service they’d have to more systematic. Though some argue ME flights like DXB DOH which is so short but yet the still offer tabled service.

          For short flights it’s really not an issue. For long hail I’ve never experienced this robotic behavior. Robotic vs Rude (US3 I’m looking at u) is choose robotic any day.

          But one thing I do note is really how you approach the FA. If you go up asking nicely more likely it not you’d get a pleasant reply (not meaning you’ll get what u want but rather a pleasant reply) if you see they are busy wait till they are free - amazingly some do notice that u waited for them and reciprocate in kind. If you start demanding DYKWIA style well ... it’s going to be a slippery slope downhill
          Last edited by alian; 18 July 2019, 11:32 PM.

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          • #6
            I would not use the word or say that they are "robotic" but I suppose the more apt way is to say that its SOP. But like said it really depends on the crew of the flight - one does get both a good enthusiastic crew and average ones.

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            • #7
              Usually when I describe crew as robotic they would usually have lesser English skills and are trained to say the exact same words to the passenger every time (e.g. when offering drinks). For me it is more of a characteristic than an issue, and there is an airline I have flown out there (not SQ) with cabin crew that I find generally robotic but otherwise (one of) the best in the industry.

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              • #8
                Over 30 years of flying with SQ, I have noticed that most crew members on SQ (especially the younger and more junior ones) follow such a strict regimen that individual personality seems to have been hidden behind the galley curtains out of fear of being reprimanded by their superiors for deviating from the SOP. You have consistency for sure, which is good, but what you lose is spontaneity. That said, I have met crew members who made it a point to chat to passengers and crack a joke or two, basically those whose style of service was certainly different and a very refreshing face to the usual SQ formality. I wish there were more gems like them, but they are certainly very few and far between.

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                • #9
                  Originally posted by SQ968 View Post
                  Over 30 years of flying with SQ, I have noticed that most crew members on SQ (especially the younger and more junior ones) follow such a strict regimen that individual personality seems to have been hidden behind the galley curtains out of fear of being reprimanded by their superiors for deviating from the SOP. You have consistency for sure, which is good, but what you lose is spontaneity. That said, I have met crew members who made it a point to chat to passengers and crack a joke or two, basically those whose style of service was certainly different and a very refreshing face to the usual SQ formality. I wish there were more gems like them, but they are certainly very few and far between.
                  In my experience this comes with seniority and confidence in your job. More senior crew tend to be more personal but can also exhibit more attitude, which in my opinion is not acceptable.

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                  • #10
                    I think this also comes down to personal taste of the passenger. Some passengers (esp Americans) are used to attitude and "personality" and when they don't get that they think the crew is "robotic."

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