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  • Open complaint letter

    Now - the reason I'm starting this thread, is so that we can all contribute to writing a single letter to SQ re: the horrible new KF.

    I'll get started on a draft, and everyone can make suggestions to syntax/grammar/vocabulary, to which I'll correct the original post/document.

    Afterwards - when we've settled on a final cut, we should then cut and paste it and send it to SQ, and copy all signatories by email.

    The only issue I can see, is how we're going to overcome some possible problems with privacy. As we're going to have to put names and FFP numbers to the letter, otherwise it may just as well be the work of a raving solo lunatic. Any suggestions on how? Mine is to just use Initials and surname, as well as KF/*A FFP number.

  • #2
    reserved for the letter itself

    Dear Sir/Madam,


    We write to you in response to the changes to Krisflyer starting 1 Feb 2007 announced here and in your online newsletter. Having been loyal customers of your airline for some time now, we feel that the changes made to your frequent flyer program only serve to marginalize certain people, and is grossly unfair.

    In order to clarify some of the points, we have split this into several subheaders.


    1. Increased redemption rates for the 777-300ER in First and Raffles

    Many of us are truly fans of your premium cabins. They have made for many a comfortable journey, and the anticipation of the launch was only surpassed by seeing pictures of your new cabins aboard that aircraft. You have not failed to deliver what we believe will be an outstanding product. Sadly though, you have chosen to restrict these cabins to your Krisflyer members by charging the exorbitant double non-saver rates for routes served by this aircraft.

    Krisflyer is not the easiest program within Star Alliance to earn miles on, as examples, British Midland’s Diamond Club, as well as United’s Mileage Plus are far superior in terms of earn/spend ratios – but many of us choose to accrue with Krisflyer, simply because we believe that there is more availability of award seats aboard your aircraft via a Krisflyer account than there is via any other Star Alliance Frequent Flyer program. To now have an effective 50% devaluation of our hard earned miles is a hard pill to swallow.
    Whilst only CDG/ZRH/SFO/ICN/HKG/MXP and BCN are on the cards at the moment for this new aircraft, we are aware that 19 of them will join your fleet over the new few years. Along with the 10 A380’s on order, it will soon become very difficult to avoid flying on these aircraft to go to where we would like to go. When these aircraft are fully rolled out, and the bulk of your longhaul fleet consists of these aircraft that can’t be avoided, would we still be paying this outrageous double rate ad infinitum?

    2. Reduced Zoning for awards

    Some of us are Malaysia and Indonesia based Krisflyer members. If we read the chart correctly, it will require TWO awards to get from Malaysia to Indonesia or vice versa. It will also require us to pay SG Singapore airport tax even if we have no intention of breaking the journey.
    Surely this is unreasonable, and marginalizes your members in both countries. We are sure Bruneian members will also feel the same way.


    3. RBD W for upgrades

    W class tickets have proven valuable in the past for some of us in allowing some flexibility in traveling and upgrading with SQ. They are by no means cheap, but for all intents and purposes offered a reasonable alternative to non-accruing, non-upgradeable fares. Upselling to the next higher RBD for some of our home countries involves upselling to Y because there is nothing in between available. Again, we feel this is an unreasonable and unmitigated disaster.

    4. Renaming of Raffles to "Business"

    MANFlyer you write this bit.

    Ending to be drafted
    Last edited by shortfinals; 28 November 2006, 01:22 PM.

    Comment


    • #3
      Originally posted by shortfinals View Post
      Now - the reason I'm starting this thread, is so that we can all contribute to writing a single letter to SQ re: the horrible new KF.

      I'll get started on a draft, and everyone can make suggestions to syntax/grammar/vocabulary, to which I'll correct the original post/document.

      Afterwards - when we've settled on a final cut, we should then cut and paste it and send it to SQ, and copy all signatories by email.

      The only issue I can see, is how we're going to overcome some possible problems with privacy. As we're going to have to put names and FFP numbers to the letter, otherwise it may just as well be the work of a raving solo lunatic. Any suggestions on how? Mine is to just use Initials and surname, as well as KF/*A FFP number.
      Good initiative! I will certainly add my signature.

      I don't see a huge problem with privacy issues. Obviously you won't post everyone's initials and FFP numbers online, so outside of SQ they will only all be seen by the person who actually sends the letter. FFP nos. aren't all that confidential anyway--they're even on luggage tags. And of course it's all voluntary.

      Comment


      • #4
        you can bloody well count me in.

        Comment


        • #5
          okay - i've put up a rough draft - feel free to edit (those with edit abilities) - or propose edits. We'll cut and polish it till it's a sharp weapon.

          Comment


          • #6
            I'm in as well.

            Comment


            • #7
              Heh. You said "Raffles."

              Also since this is a business letter, isn't it bad to address them as "Dear Singapore Airlines"? Wouldn't "Dear Sir/Madam:" be a better choice?

              Comment


              • #8
                My short contribution

                My short contribution............

                Having been loyal customers and fans for so many years, it was such a joy to see the new product launch and we were looking forward to traveling on them in the immediate future. We knew that this new product would extend SQ's lead well into the future as a most premium airline. So much so that a number of us are going to be on the inaugural flight on 5/Dec.

                However, on seeing the announced Krisflyer program changes, it is leaving us a very bitter pill to swallow. In fact, it is an utter disappointment. As we look forward to the new cabin using miles; Specifically Chosen to accrue on SQ when we could so easily have on other *A airlines; it has now doubled.

                It is very painful that an airline we love so much; even building a web-based forum to support; chooses NOT to return the favour but instead to bring hurt. We request you to review this change

                Comment


                • #9
                  Originally posted by 9V-JKL View Post
                  My short contribution............

                  Having been loyal customers and fans for so many years, it was such a joy to see the new product launch and we were looking forward to traveling on them in the immediate future. We knew that this new product would extend SQ's lead well into the future as a most premium airline. So much so that a number of us are going to be on the inaugural flight on 5/Dec.

                  However, on seeing the announced Krisflyer program changes, it is leaving us a very bitter pill to swallow. In fact, it is an utter disappointment. As we look forward to the new cabin using miles; Specifically Chosen to accrue on SQ when we could so easily have on other *A airlines; it has now doubled.

                  It is very painful that an airline we love so much; even building a web-based forum to support; chooses NOT to return the favour but instead to bring hurt. We request you to review this change

                  Noted: where would you want this added in?

                  Comment


                  • #10
                    Originally posted by globetrekker84 View Post
                    Also since this is a business letter, isn't it bad to address them as "Dear Singapore Airlines"? Wouldn't "Dear Sir/Madam:" be a better choice?
                    As with any business letter, it would be better if we could address this to an actual person. Anyone can supply the name/contact info of a real SQ customer service/marketing person (ideally VP or above! )?
                    Last edited by MovieMan; 28 November 2006, 11:58 AM.

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                    • #11
                      dupe post. ugh.

                      Comment


                      • #12
                        Originally posted by MovieMan View Post
                        As with any business letter, it would be better if we could address this to an actual person. Anyone can supply the name/contact info of a real SQ customer service person (ideally VP or above! )?
                        I have a name (title: Manager Customer Services), but the email is the generic SAA_Feedback@singaporeair.com.sg.

                        Comment


                        • #13
                          Originally posted by shortfinals View Post
                          Noted: where would you want this added in?
                          Perhaps the 1st para at the front, the 2nd where you had your F/C redemption portion and the last para at the end. Of course, you can add/edit/delete as you see fit.

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                          • #14
                            I have the email and name of the VP of Customer Services. I wonder if she'll listen too.

                            Comment


                            • #15
                              How about:
                              Yap Kim Hua
                              Senior VP - Product & Services

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