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Singapore Airlines - A Nice Touch  
User currently offlineQantasAirways From Australia, joined Mar 2001, 1279 posts, RR: 3
Posted (11 years 9 months 2 days 13 hours ago) and read 2106 times:

Hello all,

Recently, my brother flew Singapore Airlines and on the way, Above Channel 10 on KrisFlyer wasn't working. This didn't bother anybody really, but when the flight landed, SATS walked up and down the aircraft with these packages with an apology note on each package. Inside the humongous package was a nice pen. I personally think this a great touch for Singapore Airlines and truly helps its publicity.

I recall a separate incident where my friend was flying SQ last year and his entire system wasn't working. As the aircraft was full, the Chief Purser offered him S$50 to spend on Inflight duty free.

Another incident, I was flying SQ when I was younger and (as kids are served meals first) I came back from the lavatory to find my brothers being served their meal. In an attempt to help, the steward held the tray for my brother while I slipped in. Thinking that my brother had a hold of the tray, he let go, spilling tea onto my brother. My brother wasn't concerned much, but he apologized and later came back with a few flight attendants apologizing for it. After that, about 3 separate flight attendants apologized to us about something they didn't even do and eventually the chief purser came with a bag of gifts with free pens, plane models and a stack of others. The steward came back and offered my brother free dry cleaning in Singapore, but my brother didn't take the offer.

Out of these experiences, I tend to feel that Singapore Airlines deals quite well with these types of incidents.

Anybody else have these to share or any poorly-handled incidents on Singapore Airlines?

Regards
QantasAirways


Spirit of Australia
33 replies: All unread, showing first 25:
 
User currently offlineAirbus Lover From Malaysia, joined Apr 2000, 3248 posts, RR: 9
Reply 1, posted (11 years 9 months 2 days 12 hours ago) and read 2072 times:

I think it is indeed a nice touch with some sort of apology for the inop IFE. I remember someone mentioning CX sent them a mail with a bouncing back saying their email was bounced back and asked them to update their info, i find that a good one as well....

but the other ones you mentioned i was rather surprised, but again sometimes you have good F/As and sometimes when your not lucky you have bitchy ones...


User currently offlineRupertvander82 From France, joined Dec 2002, 411 posts, RR: 0
Reply 2, posted (11 years 9 months 2 days 12 hours ago) and read 2068 times:

Oh, many.

My cousin, a doctor, once helped a passenger who was not feeling well. The flight stewardess came to know about this, and SQ mailed her a leather organizer as a token of appreciation.

A few years back on a SQ flight to Christchurch for a school field trip with my class, my friend's PTV wasn't working, and the flight was full, so he couldn't be relocated to another seat. Guess what? The air stewards apologized profusely, and when they couldn't fix the problem, they offered him some complimentary duty free goods. And loaded him with magazines and food to keep him occupied. (It's a day flight)

And for my personal experience, I was on a return flight from Chicago with a few of my friends just a few weeks ago, visiting some of our ex classmates studying in the States. The flight from Chicago to Amsterdam wasn't very full, and there is only so much movies that one can watch. We became pretty bored when none of us could go to sleep. Two air stewards then invited us to the gallery and taught us how to make some drinks which are only available in first/business, and of course we got to drink them!


User currently offlineDocpepz From Singapore, joined May 2001, 1971 posts, RR: 3
Reply 3, posted (11 years 9 months 2 days 8 hours ago) and read 1968 times:

WHen i flew SIA in 1998 DEl-SIN, the flight was delayed by 6 hours because of bad weather out of New Delhi. But when we landed in SIN, SATS staff handed our gift packs to everyone with an apology note inside.

It wasn't even their fault AT ALL and yet they spent money on these gifts.......

I was delayed 6 hours out of JFK for Detroit and Delta didn't offer me a thing. Not even a meal voucher.

When I flew Air New Zealand to Christchurch in 2000, the sound system for my particular seat was not working. I requested a change of seat and the steward told me (rather sternly) that it was a full flight and there was nothing he could do.

Not having any PTVs was bad enough, but the absolute lack of entertainment made the flight really miserable.


User currently offlineDocpepz From Singapore, joined May 2001, 1971 posts, RR: 3
Reply 4, posted (11 years 9 months 2 days 8 hours ago) and read 1968 times:

WHen i flew SIA in 1998 DEl-SIN, the flight was delayed by 6 hours because of bad weather out of New Delhi. But when we landed in SIN, SATS staff handed our gift packs to everyone with an apology note inside.

It wasn't even their fault AT ALL and yet they spent money on these gifts.......

I was delayed 6 hours out of JFK for Detroit and Delta didn't offer me a thing. Not even a meal voucher.

When I flew Air New Zealand to Christchurch in 2000, the sound system for my particular seat was not working. I requested a change of seat and the steward told me (rather sternly) that it was a full flight and there was nothing he could do.

Not having any PTVs was bad enough, but the absolute lack of entertainment made the flight really miserable.

One might say that SIA service on board is good, but that other airlines like CX and MH offer similar service on board. I think it is during times like delays and other 'mishaps' that SIA really shines.


User currently offlineDocpepz From Singapore, joined May 2001, 1971 posts, RR: 3
Reply 5, posted (11 years 9 months 2 days 8 hours ago) and read 1966 times:

Sorry for the double post, guys.

eh rupertvander I notice you're a new member. My email address is chcsq288@hotmail.com so you might want to add me to your msn. I'm in the same age group as you and also live in singapore. You are serving our glorious nation in the army i suppose? heh.


User currently offlineEasyjet From Australia, joined May 2001, 63 posts, RR: 0
Reply 6, posted (11 years 9 months 2 days 8 hours ago) and read 1955 times:

I recently flew with SQ on a flight from BNE/SIN. The flight was rather full and volunteers to be off loaded were required. I offered my seat but in the end, was not required. I was still given a $25 inflight duty free voucher, which I thought was a nice touch.

User currently offlineRupertvander82 From France, joined Dec 2002, 411 posts, RR: 0
Reply 7, posted (11 years 9 months 2 days 7 hours ago) and read 1936 times:

Hello Docpepz, just curious, what's inside the gift packs?

Yeah, am a new member. And yes, serving our very glorious nation!


User currently offlineUnited777 From United States of America, joined May 1999, 1657 posts, RR: 0
Reply 8, posted (11 years 9 months 2 days 3 hours ago) and read 1868 times:

SQ lost my baggage one time and they gave me some very nice gifts. It made up for everything and they ensured me they will find my baggage and they did.

I was flying from Chennai, India to Tokyo, Japan with SIA and missed the connecting flight in Singapore. I left on the next SQ flight out of SIN to NRT but they forgot to put my luggage on board too.

They gave me some nice little gifts such as a pen and gift certificate.

SQ truly is the best and knows how to take care of it's passengers.


User currently offlineShankly From United Kingdom, joined Jan 2000, 1544 posts, RR: 1
Reply 9, posted (11 years 9 months 2 days 2 hours ago) and read 1858 times:

In 2001, my bag was trashed at KUL...I was connecting thru SIN with SIA onto London. It had fallen off the belt and got mangled in machinery. Having got home, I found that whilst the bag was a W/O the contents were not too badly affected.

Following submission of my damaged baggage claim to SIA (OK I was a bit theatrical with some of the descriptions), I was offered the usual (is it Warsaw Convention?) ??/kg compensation which amounted to about ??75 I think. I politely declined this and was offered ??250. Again I politely declined. Very shortly after, I received a cheque from SIA for ??500 as a full and final offer. I ran to the bank and cashed it. Well done SIA!!

However, BA have subsequently beaten this. With a lowly economy fare ticket (and not even full fare) ticket my wife and I became stranded in Chicago..in fact we should have been in San Fran, but its a long story. With now where to go, two sympathetic BA ground staff booked us in at the BA crew hotel (free), provided meal vouchers (for enough food to feed an army), provided $200 each to buy some clothes...our bags were still at LHR along with everybody else who had not been successful in getting out of LHR on that snowy day and to top it off booked us 1st class on AA next day Chicago-San Fran (oh the smell of leather and warm breakfast muffins). I don't think I will ever get this sequence of service again!



L1011 - P F M
User currently offlineBa319-131 From United Kingdom, joined Jan 2001, 8552 posts, RR: 55
Reply 10, posted (11 years 9 months 2 days 2 hours ago) and read 1848 times:
Support Airliners.net - become a First Class Member!

United lost my luggage once after a much delayed flight from EWR to LAX once.

The luggage turned up the following evening - it went to ORD!..but UA would not even buy me a toothbrush.Quite odd checking-in to your hotel with no luggage!

Rgds

BA319-131



111,732,3,4,5,7,8,BBJ,741,742,743,744,752,762,763,764,772,77L,773,77W,L15,D10,30,40,AB3,AB6,A312.313,319,320,321,332,333
User currently offlineGigneil From United States of America, joined Nov 2002, 16347 posts, RR: 85
Reply 11, posted (11 years 9 months 2 days 2 hours ago) and read 1832 times:

Every time I've ever lost anything on UA, I've gotten a very nice amenity kit with all sorts of things, and once I got about $150 to buy myself a few clothes.

It took them only a day to get my bag to the nearby hotel.

I've heard some horror stories about the way AF handles these things, tho.


N


User currently offlineTonyBurr From United States of America, joined Mar 2001, 1035 posts, RR: 0
Reply 12, posted (11 years 9 months 2 days ago) and read 1796 times:

I was on A JNB-SIN flight in F and I made the comment that I was disappointed that it was not the new F suites. Nothing more said. When I deplaned in SIN thay paged me, sat down and apologized and offered me a nice pen set. Very impressed.

I was on a UA ORD-NRT in F, The entire seat did not work, not even the lights, let alone the seat reclining. I told a FA and she just shrugged her shoulders and moved on!

Umh! Who is in Chpater 11 and who is making a profit???


User currently offlineAviasian From Singapore, joined Jan 2001, 1486 posts, RR: 14
Reply 13, posted (11 years 9 months 1 day 22 hours ago) and read 1750 times:

My LHR-SIN flight in Nov 1998 was delayed by 19 hours due to an engine change. During this delay, we were looked after very very well (with overnight accommodation and great meals) by SIA's ground staff as well as those from British Midland.

When we finally re-boarded, we were each presented with a leather cardholder with a note of apology. The crew apologised again for the delay and we proceeded to enjoy one of my best flight on any airline.

I have also enjoyed some truly great service on SriLankan Airlines, Air India (yes, Air India) and EVA Air.

KC Sim
Bangkok


User currently offlineAirbus Lover From Malaysia, joined Apr 2000, 3248 posts, RR: 9
Reply 14, posted (11 years 9 months 1 day 21 hours ago) and read 1738 times:

Sounds like SQ is really nice ...

I have only lost my baggage once with Air France while travelling from BKK-SGN but during my connecting on TG from HKG-BKK the flight was delayed and even myself I rushed my butt off to the transfer counter of which they changed TWICE!! anyways upon arrival i told the supervisor that our luggage (4 ppl travelling together) did not arrive and right there he checked and told me he already got the info from AF in BKK that they did not receive our luggage it was with TG in BKK....

So they offered $120 for 4 ppl!!!!! and i declined and after 2 hours of negotiation, they even declined to let me talk to their head and the head of the head french guy was on holiday!! urgh.. in the end i just took their offer (better than nothing and less trouble writing letter to AF and complaining etc etc) and I insisted on some toothbrush etc and they gave me and my travelling parties this nice inflight amenities type of things with all pretty good stuff and one AF t-shirt.. damn it was good.. and their ladies got theirs too but different type...

BUt still $120 was too little even for one person... oh well..

the next day it arrived at my delivery address as the luggage was sent down by TG's night flight into SGN...

My dad told me he had numerous missed baggage experiences since he travels so much and he told me generally most airlines compensate above $200... but for AF, they said it was not their fault but i think it may be so but nvm...


User currently offline9V-SPK From Hong Kong, joined Aug 2001, 1646 posts, RR: 6
Reply 15, posted (11 years 9 months 1 day 21 hours ago) and read 1734 times:

On a recent flight on SQ SIN - HKG the flight was delayed for more than an hour. The IFE was not working properly and had to be shut down during cruise level. The inflight supervisor Mr Yeong went up to every passenger and apoligized for the delay and then went on the I.S and apologized for the delay and the I.F.E (Obviously he can't go to the J and Y class cabin cause obviosuly it's a bit hard comapring to the F class cabin when there's only 10 of us!) Also during dinner time SQ used plastic cutlery on this sector (Metal cutlerys were used for my SYD - SIN flight) and there was a small note along with the knifes and forks. Not relaly sure what what it was on exactly but it was something like due to safetly reasons SQ have to use plastic cutlerys on certain flights, hope passengers will understand and Bon Appetite!

Now that's what I call service!

Best Regards


User currently offlineTsentsan From Singapore, joined Jan 2002, 2016 posts, RR: 15
Reply 16, posted (11 years 9 months 1 day 21 hours ago) and read 1718 times:

The last time I got delayed with SIA was inbound PER-SIN.. it was a set of delays really... when I got to Perth Airport, the checkin people said the incoming flight was delayed 1.5 hrs, which I suspected could be an aircraft change. The equipment was to be a B777-200, and the new departure time of 1730 instead of 1600. When the flight finally arrived, I saw it was changed to a B747-400, 9V-SPL in the all so beautiful Tropical livery. 1730 soon came and went, and we didnt board. We were told that there was a problem with the aircraft, and that they were communicating with SIA in Singapore. All through this while, the staff issued lots of Telstra Phone cards for us to call families and stuff. Soon at 1830, I noticed the food being unloaded. It was only at 1930 that they announced that the aircraft was unserviceable with a cracked cargo door. We were all told we had to overnight, while people who had urgent matters were asked to make themselves known, and rebooked on the midnight flight out of Perth.

We were ushered to the collect our bags and boarded a bus, and soon arrived at Sheraton Hotel. We were also provided 1 minute of free international call per person to inform relatives and families of the delay, as well as a super-sumptous dinner which was really great Big grin The next day, we were rushed to the airport at 0530 hours, in anticipation of a 0730 hrs departure. They made us wait at the checkin for over 2 hours as the system couldnt open for a delayed flight (wierd)... Once all were done, and we finally made it back into the holding room, they towed our aircraft to the gate, which was incidentally gate 51. Upon boarding they gave us a set of pens, and some feedback cards on how to improve the service etc...

Captain apologised lots for the delay, and we pushed before SQ224 at 0930 hrs, and was on runway 21 while SQ224 was at the holding point. Service was great, with meals served fast and swift. Landed at 1400 on 02L, while SQ224 came in at 1405 on 02R.... ended up at the gate at the same time... Oh well..

Thats my delayed experience with SIA Big grin quite good actually.....




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User currently offlineQantasAirways From Australia, joined Mar 2001, 1279 posts, RR: 3
Reply 17, posted (11 years 9 months 1 day 13 hours ago) and read 1640 times:

Aviasian,
Do tell me about your EVA Air experienes. I would be interested to hear.

Wow, all these stories emerging tend to be great.

My mum once booked Cathay Pacific flight to Taiwan from Brisbane (through Hong Kong) because it was cheaper than the direct flight. For the record, my mum hates stopovers and loves direct flights. On the way back (this was during the Cathay Pilot strike, most recent) the airport was hectic and my mum went to the airport everyday. Eventually, Cathay booked my mother a return flight on EVA Air Evergreen Deluxe Class(direct) and gave her $250AUD back (right at the check-in).

My mum was thrilled - not only did she go direct on Evergreen Deluxe Class on a cheaper ticket, but she got $250 too...

Regards
QantasAirways



Spirit of Australia
User currently offlineRyanb741 From United Kingdom, joined Mar 2002, 3221 posts, RR: 15
Reply 18, posted (11 years 9 months 1 day 13 hours ago) and read 1635 times:

That's nothing. Emirates once asked me if I would skip my noon flight to DXB and take the late afternoon flight instead (a delay of about 5 hours tops). To compensate my wife and I were offered two first class return tickets EACH to anywhere on their network, and were upgraded to 1st on our later flight. To top it all,the necessity for us to miss the flight was that EK had swapped the usual 773 on that leg to the smaller A330 as they needed the 773 to fly to Indian to evacuate loads of people after the massive earthquake a few years back, so it wasn't even their fault really!


I used to think the brain is the most fascinating part of my body. But, hey, who is telling me that?
User currently offlineAnawat From United States of America, joined May 2001, 88 posts, RR: 0
Reply 19, posted (11 years 9 months 1 day 12 hours ago) and read 1613 times:

There are so many good things to say about SQ, here is my favorite story.

On my first flight with SQ back in 1998 or so, I was flying in J class SIN-NRT.

I showed up kind of late at changi. They checked me in anyway. I rushed through the airport and made it to the plane just in time.

When we arrived in tokyo, a SQ ground staff was waiting for me at the *gate* with a sign with my name on it. Appearently, my luggages didn't make it to the plane and they *know* that ahead of my arrivals.

She then personally walked me through immigration, give me a form to fill out for custom decleration, help me clear custom. On top of that, she gave me 15000 yen in *cash* just for inconvenience, a japense phone card with nice SQ ad on it and their number so I can call them tomorrow if the luggages still don't show up.

Sure enough, I found all my luggages delivered in my hotel room in downtown tokyo the next evening.

How about that for a service for my first flight with them. I have no status whatsoever with their FF program at that point.

Needless to say, I have been PPS flyer with SQ for few years now and fly SQ whenever I can. All my family are also flying SQ whenever they can too.


User currently offline9V-SVC From Singapore, joined Oct 2001, 1797 posts, RR: 10
Reply 20, posted (11 years 9 months 1 day 12 hours ago) and read 1593 times:

I flew on SQ in early 90s to US flying the B747-300 . I remembered I was at Narita airport waiting for my flight . At that time , I remembered my ears were blocked and couldnt hear properly , i just wanted to get on board as soon as possible but SQ make an announcement that the flight has to be delayed for quite a while. That "quite a while " turned up to be 11 hours . SQ didnt bothered to put us into a hotel or somewhere we can have a proper sleep , we had to wait at the lounge for 11 hours !! . Even through they apologized , there didnt do much to please us . I was quite disappointed with their services .




Airliners is the wings of my life.
User currently offlineTsentsan From Singapore, joined Jan 2002, 2016 posts, RR: 15
Reply 21, posted (11 years 9 months 1 day 11 hours ago) and read 1581 times:

Sometimes, its really these small things like what Anawat mentioned that give the Airline its class and its super loyal customer base.


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User currently offlineHkgspotter1 From Hong Kong, joined Nov 2005, 0 posts, RR: 0
Reply 22, posted (11 years 9 months 1 day 11 hours ago) and read 1576 times:

For me its the trust in the PILOTS, not gifts.

User currently offlineEasyjet From Australia, joined May 2001, 63 posts, RR: 0
Reply 23, posted (11 years 9 months 1 day 10 hours ago) and read 1553 times:

For me, everything is important. Safety, Service, IFE, Gifts, FFP, etc. Not just one element. That's why the big and little things count.

It's nice to know that when things go wrong, there are genuine attempts by an airline at service recovery.


User currently offlineRupertvander82 From France, joined Dec 2002, 411 posts, RR: 0
Reply 24, posted (11 years 9 months 1 day 10 hours ago) and read 1548 times:

And whats your point, HKGspotter?

25 QantasAirways : Of course trust in pilots is important, but when it comes to service, service is just as important! That is just my own opinion Regards QantasAirways
26 Aviasian : Daryl: No one here is talking about sacrificing one's safety for little gifts . . . we are talking of an airline that sees service recovery as an impo
27 9V-SVA : Correct, KC. Daryl, I don't mean to put you down but, for once can you focus on SIA's service recovery policy, rather than harp about the pilots, safe
28 Post contains images Mandala499 : I seem to be getting heaps of bad luck with SQ... Some of my bad luck with SQ I was refused to be served alcohol while the pax next to me was served e
29 Rupertvander82 : I'm sorry I've have to add this, but Daryl, if you only like airlines that NEVER had an accident, then go live in your la la land, 'cos mistakes are m
30 Greg : Airborne, SQ appears to have their act together....but it's slipped a bit in the last few years. On the ground, they are one of the worst. Note to SQ:
31 Rupertvander82 : I thought MAS had the worst of the worst groundstaff!
32 QantasAirways : Aviasian: Thank you for sharing your experiences. I thought EVA Air was charming also when i flew them last time. Their FAs were friendly and while th
33 Aviasian : QantasAirways: It seems there is a certain consistency about EVA's level of inflight service . . . it probably has to given the very competitive clima
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