Hi guys,
SQ Economy class has seen some complains in the The Straits Times forums recently.
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Tale of two services: Singapore Airlines and PUB
I FLEW on Singapore Airlines (SIA) with my extended family, including two young grandchildren, to Perth in January, paying premium airfares as it was the festive season. On the forward journey, we were placed in the rear seats although our grandchildren were aged one and four. I accepted this as the flight was full. On our return leg, we were again placed in a difficult seating position in the rear.
After we settled in, I realised the flight was not full and that the bulkhead seats in the front compartment, usually given to passengers travelling with infants and young children, were empty but had been subsequently taken by an elderly passenger who was allowed to relocate from his assigned seat. I asked the chief stewardess for an explanation, telling her we had tried to get such seats but failed because they were indicated as occupied.
She could not explain and promised that management would reply to me. I gave her my business card and e-mail address, but have not heard from SIA since. My points are these: First, I paid probably the highest fares because of the peak travel season. Second, with a toddler and young child in tow, our seats were most difficult for us as a group. Third, SIA all but ignored my complaint without even the courtesy of an acknowledgement.
In contrast, let me record a service experience with the Public Utilities Board (PUB) three months ago, when an officer called to tell me the board suspected a leak as my water consumption was exceptionally high.
A PUB-recommended contractor repaired the leak, billed me $800 and said I could appeal to the PUB to reduce my water charges during the leak period. I received a polite reply this month granting me a 75 per cent waiver.
My points are as follows: My water consumption was monitored professionally so I could be alerted to an unexplained sudden rise. Second, PUB helped solve the problem by providing me with a reliable contractor. Third, the goodwill concession was commendable.
All that leaves me to say is thank you to PUB, but not to SIA.
Dr Jimmy Beng
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I couldn't find the other one...but I'll post SIA's reply.
Bulkhead seats: SIA replies
I REFER to Monday's letter by Ms Karen Wilkinson, 'Pregnant but SIA has no room for empathy'.
While we are sympathetic to Ms Wilkinson's situation, there are a limited number of bulkhead seats on each flight, and priority for these seats is given to customers travelling with infants less than two years of age, as only these seats can accommodate bassinets.
For the rest of our customers, while a request may be submitted for bulkhead seats, these seats will be made available only on a first-come, first-served basis after ascertaining that there are no other customers travelling with infants.
We seek Ms Wilkinson's understanding on the rationale behind this policy.
Our customer affairs representative has since called her to clarify matters.
Xavier Lim
Divisional Vice-President,
Customer Contact Centres
Singapore Airlines
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What's your take on these guys? Bad SQ service, or just too much expectations on SQ on the customers part?
SQ Economy class has seen some complains in the The Straits Times forums recently.
---------------------------------------------------------------
Tale of two services: Singapore Airlines and PUB
I FLEW on Singapore Airlines (SIA) with my extended family, including two young grandchildren, to Perth in January, paying premium airfares as it was the festive season. On the forward journey, we were placed in the rear seats although our grandchildren were aged one and four. I accepted this as the flight was full. On our return leg, we were again placed in a difficult seating position in the rear.
After we settled in, I realised the flight was not full and that the bulkhead seats in the front compartment, usually given to passengers travelling with infants and young children, were empty but had been subsequently taken by an elderly passenger who was allowed to relocate from his assigned seat. I asked the chief stewardess for an explanation, telling her we had tried to get such seats but failed because they were indicated as occupied.
She could not explain and promised that management would reply to me. I gave her my business card and e-mail address, but have not heard from SIA since. My points are these: First, I paid probably the highest fares because of the peak travel season. Second, with a toddler and young child in tow, our seats were most difficult for us as a group. Third, SIA all but ignored my complaint without even the courtesy of an acknowledgement.
In contrast, let me record a service experience with the Public Utilities Board (PUB) three months ago, when an officer called to tell me the board suspected a leak as my water consumption was exceptionally high.
A PUB-recommended contractor repaired the leak, billed me $800 and said I could appeal to the PUB to reduce my water charges during the leak period. I received a polite reply this month granting me a 75 per cent waiver.
My points are as follows: My water consumption was monitored professionally so I could be alerted to an unexplained sudden rise. Second, PUB helped solve the problem by providing me with a reliable contractor. Third, the goodwill concession was commendable.
All that leaves me to say is thank you to PUB, but not to SIA.
Dr Jimmy Beng
-------------------------------------------------------------------------
I couldn't find the other one...but I'll post SIA's reply.
Bulkhead seats: SIA replies
I REFER to Monday's letter by Ms Karen Wilkinson, 'Pregnant but SIA has no room for empathy'.
While we are sympathetic to Ms Wilkinson's situation, there are a limited number of bulkhead seats on each flight, and priority for these seats is given to customers travelling with infants less than two years of age, as only these seats can accommodate bassinets.
For the rest of our customers, while a request may be submitted for bulkhead seats, these seats will be made available only on a first-come, first-served basis after ascertaining that there are no other customers travelling with infants.
We seek Ms Wilkinson's understanding on the rationale behind this policy.
Our customer affairs representative has since called her to clarify matters.
Xavier Lim
Divisional Vice-President,
Customer Contact Centres
Singapore Airlines
----------------------------------------------------------------
What's your take on these guys? Bad SQ service, or just too much expectations on SQ on the customers part?
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