tsentsan
Posts: 1921
Joined: Mon Jan 28, 2002 10:48 pm

An Example Of SIA's Appalling Service

Thu Oct 24, 2002 5:09 am

Hi all,

I've come across a feedback from a very distraught SIA passenger, and have reproduced it for you to judge SIA's apparent high service levels.

************
Letter from Mr. Francis A. Singh posted 10-23-02 00:30

I will like your help in telling the public that so called one of the best airlines in the world (Singapore Airlines) provides one of the worst services on the ground to the customer. I have brought up this issue to the Customer Relations Department and until today, I have spoken to two of the Managers in that department. Moreover, to my surprise both of them have completely failed to provide me with any explanation regarding the very poor standard of service and why the reservation Staff can tell me that I do not have a reservation under my name, and one of the staff telling me that I am not following the Singapore Airlines procedure.

I am bringing up this point to your News Agency because I believe people outside Singapore should know about this poor standard of service rendered by Singapore Airlines staff.

My Nightmare started with my booking made on the Singapore Airlines Web Site on 20 August, I booked two return tickets to New Delhi departing on 2/11/2002 and coming back on 12/11/2002. After providing my credit card information, I concluded the process and was very happy to have the booking made from my home, which is indeed very convenient for some one like me who do not like to visit the travel agent in particular. I also booked all the hotels in India after knowing that I have a confirmed ticket.

After more then one month later on 24th of September I just wanted to check my reservations on the Internet, so I logged on to the web site of Singapore Airlines and try to retrieve my booking, the Internet booking system told me that there was no booking under my name, I thought I made some mistake so I tried for three more time. After getting the same answer, I called the reservations office number who put me to a machine for about 20 minutes before putting me to a lady who checked for me my reservations and told me that there is no booking under my name, neither my wife’s name. when I told her that the booking was made on the internet she asked me to call the office tomorrow as the Internet booking section people were already gone home…To me any staff of Singapore Airlines should be able to help a customer regardless the type of booking they make.
I could not sleep the whole night as the most important part of our trip was not there and we have been planning this trip from the beginning of the year.

I called the reservation office the next day and spoke to someone who checked booking under my family name and told me that there are no booking under Singh Francis Amar, after which I asked her to check under my wife’s name, which as well did not come up on the system. I was speechless for a while, as every thing seems upside down to me.
I asked her if I can book two more tickets on 2/11/2002 to Delhi and she told me very bluntly that I have 50-50 chance to be on the flight as I will only be on the waiting list. After which I pleaded her to at least get me a confirm seat as the internet booking have screwed up some where, She told me that she can’t do any thing and this is the best she can do for me. So given no choice I was forced to make another reservation. Before I can conclude the transaction she told me, that I have to pay S$80/- for each ticket for the administration fee as this is not going to be an internet booking. At that point of time I had it all, so I asked her to put me to her supervisor or a manager as I do not want to speak to her any more. I was put on hold for another 10 minute before she came back to the phone and asked me my credit card number. Upon keying in my Credit Card number, she found my booking for the two tickets to India, which in matter of fact was charged in full to my credit card. When I asked her why she was not been able to find the booking she did not have any answer for me.
She did not even apologies to me for all the inconvenience caused by their system or by her lack of training and the way, they do things. Moreover, when I asked her who would compensate me for all the trauma and misery caused by Singapore Airlines, she reluctantly said Sorry, and that is all.

After having two bad experiences on the phone, I thought I would be better off with a face to face human interface, so I went to the SQ office at Paragon second floor. Another person attended me and when I told her the whole story again and asked for a supervisor or manager, she looked at me and told me that I have a reservation on the 1st of November not 2nd of November. I was so furious that she just did not hear anything I said. After seeing me a little edgy, she finally agreed that she would call her superior. She in fact tried to call someone for another 10 minutes and then came back telling me that she was calling the Internet booking section (Can your people listen to the customer at all?) I asked for a superior not another reservation clerk (I have gone through two already) however she said he is the only one I can talk to and he will be able to help me out. So I spoke to asomeone else and told him what I have been through. He told me that I have gone through the wrong procedure and I have to call the Level one phone number, so I thought there was another office on the Level one of Paragon and asked him where the Level one office is. He told me as if I am a fool that level one means the type of phone number I have to call to check. He made it clear to me that the structure of Singapore Airlines is very complex and the customer is responsible for knowing where to go to get the service. In my case, I am not allowed to go to the office if I have purchased the ticket on the internet. I can only go to certain offices (I still do not know which one) to get my case attended, not any office. It was the most shocking discovery I made after losing my confirm booking on your system. Frankly, I do not care as a customer what you people do to your own procedure, but to me as a consumer, I see Singapore Airlines as one company and I do not care if I have phone, internet, or walk-in booking with them.

And the most interesting part of my misery is I wrote a letter to Singapore Airlines and they are getting back to me after 3 weeks and telling me that they are very sorry to get back to me so late, however they do not find that Singapore Airlines and the staff have done every thing they can do in this kind of situation.

I will like you to put your self in my shoe and feel all the agony, frustration, and pain I have gone through with the very poor service rendered by Singapore Airlines staff and Management. I will be more then happy to answerer any questions you have for me before you put this up to the public.

********

I am appalled to see such low quality SIA service. Perhaps SIA should remember its not all in-cabin service, but customer service that counts as well.

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flyboy36y
Posts: 2897
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 5:17 am

This guy needs a life. They had a computer error. It happens. Eventually they found it and it's not like he was denied boarding or anything.

Moreover, when I asked her who would compensate me for all the trauma and misery caused by Singapore Airlines, she reluctantly said Sorry, and that is all.

What trauma and misery? This is a joke, no? Come on. Shit happens. This is retarded. Ohhh.... poor baby. He had to spend a few minutes with customer service. Maybe if he was smart he would have gotten a printout of his confirmation like they tell you too. Was SIA right? No. Was this an injudtice? Hardly.

 
gotAirbus
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 5:52 am

Now there...He shouldn't say SIA is a bad airline, and most importantly, you shouldn't shoot another person for disliking your favorite airline (if anyone is doing so)!!

What I think is wrong about that Indian passenger is that SIA, unlike his comments, is an outstanding airline offering unparallel service (I rode on them before on a few occasions). Also, he is wrong to ask for quick compensation for such minor errors like that.

But looking on the other side, I can reject my comments on "SIA is an outstanding airline offering unparallel service" because as a fact from this passenger, SIA's unparallel service, unfortunately, does not extend to the ticketing office (where you face humans for service). That is a faulty thing indeed and SIA should see to it that they include their outstanding service not only when you are onboard the airline, but also, on the ground.

I'm a person who likes to view things on both sides.

(gotAirbus?)-(Got Commonality?)-(Have A Nice Flight!)
(gotAIRBUS?) - (Got Commonality?) - (Have A Nice Flight!)
 
SInGAPORE_AIR
Posts: 11619
Joined: Mon Nov 13, 2000 4:06 am

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 6:26 am

Singapore Airlines are fully aware that customer service is just as important as the on board service.

It seems like there was a problem with the e-commerce department and the booking for Mr. Amar was unavailable for retrieval. That was quite unfortunate.

However, the people at the Priority Passenger Service Centre, in Orchard should have dealt with the matter more efficiently.

Unfortunately, we do not live in a perfect world where Singapore Airlines do everything 100% well as shown by this incident. "however they do not find that Singapore Airlines and the staff have done every thing they can do in this kind of situation." What does that mean? Does that mean SIA feels employees were inadequate or that they could do everything they could've done?

Thank you Tsentsan for reproducting this opinion so that we can all judge SIA's apparent high service levels.
Anyone can fly, only the best Soar.
 
TG992
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 6:38 am

People, airlines are HUGE. The airline I work for has 9000 staff, and we're a minnow! ANY big company will have snafus like this, as it's impossible to 100% perfectly coordinate communication across companies this size, and it's impossible to recruit 15,000 staff who ALL without exception 100% love their work and will do their job perfectly every time.

What was the purpose in posting this complaint? For every complaint about SQ, I'm certain there's 100 compliments, that will never get reported. Grow up!  Angry
-
 
767er
Posts: 821
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 6:55 am

TG992: Your comment was just spot on. You can never get it 100% right. I reckon if you get 90% right you are doing extremely well. I work in an organisation with 2000 emloyees across the New South Wales and we have problems like these from time to time. I usually find airlines are better than most companies at attempting to 'get it right'. Has tried booking a train ticket in the UK and being qouted 5 differant fares from 5 differant people.

While I sympathis with this gentlemans problems, these things do happen and yes it is frustrating.

Brent
Sydney

Aircraft flown:F27,Viscount. EMB120, SAAB340, ATR70, 737-200.737-300,DC8, DC10,747-100,747-200,747-300,747-400, A320, A3
 
ryu2
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 6:56 am

If you charged it to your credit card, then you should complain to the credit card company, since you have not received a confirmed booking, what you paid for.
 
tsentsan
Posts: 1921
Joined: Mon Jan 28, 2002 10:48 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 7:33 am

The purpose of this post is simply to bring those Singapore Airlines fan back to reality that their perfect airline is not always the best...

There have also been various other articles posted on that very website, that have indicated SIA's unwillingness to deal with locals... where else showering tons of attention of foreigners....
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CX Flyboy
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 9:53 am

I am actually surprised to see all these people leap to SQ's side! I must say that customer service on the ground is just as important as that in the air. Sure, all big companies have incidents like this, where customer service has failed for a particular person, on a particular day. It's the attitude that "oh well, it happens" that sets this up to happen again in future.

There are many departments within an airline. Many of those do not face the passenger, but for those that do, they must strive to have 100% satisfaction. Dealing with a passenger with less than a nice smile is unacceptable, and doing something short of bending backwards to please even the most annoying customer is also unacceptable. This is the service industry, and if you can't strive for 100% satisfaction, then get out of that industry. Airlines like SQ want to be the best, and NOT just average. To be the best, customers must ALWAYS be happy. If sh-t happens, then you make it up to the passenger to keep them happy. It's that simple.
 
hkgspotter1
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 9:59 am

This is nothing new with their people on the ground. Remember that guy with his problems booking in London !!
 
cedarjet
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 10:47 am

I don't rate SIA that highly, plus any flag carrier who favour foreigners over nationals has something wrong (and SIA are famous for it, Singaporeans complain about it the way the English complain about the weather).

Mr BA, go around.
fly Saha Air 707s daily from Tehran's downtown Mehrabad to Mashhad, Kish Island and Ahwaz
 
Singapore 777
Posts: 980
Joined: Sat May 29, 1999 3:00 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 10:59 am

I highly doubt reservations will LOSE themselves in the system. I think it's highly likely he made a small typographical error when he keyed his name in initially and then couldn't find it because the airlines require the exact last name in order to retrieve the record.

What provisions do the airlines make for people who key their name in wrongly?
 
Spark
Posts: 421
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 11:13 am

One of things that people often forget is how to be a good customer. I've worked for years in customer service field (retail sales, which is all customer service). If you want good customer service don't come in with an angry attitude at the poor reservation clerk, who had nothing to do with the problem. All it does it put undue pressure on a person who had nothing to do with the problem, and causes them to hold their ground.

I rarely recieve poor service, because I'm always direct and clear. I also enter with the believe that the person can help me, and ask them what I need to do to help them. It is amazing how much you can find out with just a pleasant attitude. At the same token, entering in a conversation with the believe that the person you're talking to is an idiot, who couldn't help even if they wanted to, and chances are you aren't going to get good customer service.
P.S. SIA customer service department does need some improvement. This is not the first time that this forum has recieved horror stories at the hands of SIA ground staff.
 
Ex_SQer
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 1:11 pm

SIA's technology strategy is pretty piecemeal and it doesn't surprise me that the systems don't talk together... hence things like this happen. BUT, what I want to know is... did this guy print out his e-ticket itinerary... especially for his visit to the office....??? That could have mitigated some of the misunderstanding.
 
delta-flyer
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 1:26 pm

I'm surprised many of you support the airline in this case. Regardless of what errors the passenger may have made, the fact that SIA took his money, as evidenced by his credit card being charged, they owe him transportation. Hiding behind their "procedures" is utterly pathetic -- they were just too lazy to find the problem and correct it.

The sign of a good business is not how well they treat customers when things are going according to plan, but how well they treat them when things go awry.

Pete
"In God we trust, everyone else bring data"
 
9V-SPJ
Posts: 667
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 2:11 pm

Well, I could say that the SIA reservations in LA don't really know much about online check in. First of all, I am a Krisflyer member, and I had a Q class ticket when I flew to BOM and back this summer. I was wondering about doing internet check-in as LAX is a complete mess. I called and asked the lady if this was possible, because nowhere on the website does it say that internet check-in is not possible at LAX, nor does it say that if you hold a Q class ticket, you cannot check-in. The woman in the SIA office, had no clue that online booking was even possible on the SIA website, do I didn't bother asking her about internet check-in.
Anyway, thats my experience with SIA internet check in.

9V-SPJ
 
cfm-56
Posts: 236
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 2:46 pm

I've tried the internet booking of SQ once and it worked out just fine. But like in this case, it would have been a little easier to sort things out it he had just made a printout of his booking!
 
9V-SVA
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 3:30 pm

I haven't received any bad service from any Singapore Airlines flights I've been on, be it the ground services, cabi service et cetera. I'm always served with a smile and upon making a request, the cabin crew try to settle it as soon as possible.

For all we know, the guy could have made an error when typing his name, we've only heard one side of the story. He should not have named SIA as a "bad" airline because reservations is only one part of the story?

Our Indian friend made a wrong decision, he obviously has not received the high levels of service SIA is reputed for, well, it is his choice, and I do feel sad for him.

Tsentsan, don't make it seem like I'm defending SIA like a mother defending her child, I'm just giving a viewpoint from my POV.

9V-SVA
9V-SVA | B772ER
 
Ryanair!!!
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 3:31 pm

That is why a print out of your reference number from the website is so important to mitigate issues like this. Ai-yoh! How can anyone be so silly and not do that in a time of wireless transactions?

As much as I am indifferent towards the world's #1 airline, I am not surprised with this. As with any other major airline, no matter how good, there will always be sporadic innstances of bad service. Just like how Malaysians complain about MAS, and the Dutch complain about KLM, Singaporeans likewise would complain about SQ. And after being "ill-treated" by them a few times, I cannot help but think about the different levels of service a local receives from the FAs.

By the way, SQ was just indicted into the hall of fame for winning the "Best Airline of the Year" for the 13th time. Now they no longer have to compete.

MAS... where are you??
Welcome to my starry one world alliance, a team in the sky!
 
CGK
Posts: 51
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 3:32 pm

This guy is way over the line, compensation for trauma and misery?! Oh please! In the end he got his booking back didn't he?!
 
9V-SVA
Posts: 1747
Joined: Wed Aug 29, 2001 3:54 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 3:39 pm

And I thought someone would really get angry over this. Big grin

Honestly, SIA salvaged the situation, he got his booking back, and he has NO RIGHT to request for compensation, let alone for the so-called "trauma and misery" he suffered.

I've read of another similar case in the October 2002 issue of the SIA in-house staff magazine. These two people from the UK made a successful booking, but forgot to bring the credit card they used for verification. They said they only saw the words "please bring the credit card used for check-in" in small print at the bottom of the receipt.

I can't believe they actually made a complaint. I'll dig out the article.

9V-SVA
9V-SVA | B772ER
 
SInGAPORE_AIR
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 4:40 pm

"The purpose of this post is simply to bring those Singapore Airlines fan back to reality that their perfect airline is not always the best..."

Why is that and who are you referring to?

Singapore Airlines did salvage the situation, however, the method in which he had to go through was less than impressive and I do indeed think that some form of compensation is necessary. The idea of an "administration fee" is immature, ludicrous and totally out of order. Although "trauma and misery" is a melodramatic way of putting it, a little money should go his way.
Anyone can fly, only the best Soar.
 
9V-SVA
Posts: 1747
Joined: Wed Aug 29, 2001 3:54 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 4:43 pm

Most I would do is upgrade him to Raffles Class for his flights. Nothing else.

9V-SVA
9V-SVA | B772ER
 
tsentsan
Posts: 1921
Joined: Mon Jan 28, 2002 10:48 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 5:01 pm

Aiyo...
Compensation... perhaps putting more effort and a simple apology might have done the trick...

S_Air - Most of the SIA fans out there tink that only the cabin crew/aircraft/check in people are the face of SIA.... me tinks the whole of SIA from the AIC to the pilots to the IT guy is all part of customer service and SIA shld make sure that these r all up to standard.. I've more often then not faced with grumpy ladies and long queues at the Paragon office... perhaps SIA shld also see tat this causes customer dissatisfaction.... if I dun remember wrongly, the SIA UK office is also horridly ill-equipped to deal with passenger enquiries..... U shld know better.
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9V-SVA
Posts: 1747
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 5:04 pm

Oi Tesntsan, why all the short forms? Never had to face any booking agents so far  Big thumbs up

9V-SVA
9V-SVA | B772ER
 
Ryanair!!!
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 5:49 pm

On the hindsight, front line customer service isn't an average Singaporean's forte. There are a rare few who can pull it off with ease. Most just end up being plastic (aka FSS Yeo Sew Ling / and Coco Ng on SQ).

Hence, what Mr Singh experienced at the Paragon SQ Office might be a textbook example of how us Singaporeans deal with an angry customer. While I won't claim to be an expert in customer service, I have seen more than my fair share of service staff keeping quiet and preferring to cow away into their shells and not say anything. The angry customer tends to mistake this as either snobbery, or nonchalant attitude on the part of the staff.

Sometimes, having a confrontational character helps to approach the problem with courage and deal with the issue upfront without any pretense whatsoever. Unfortunately, this seems to be lacking. And it is even more sad to have people like these in the customer service line.

Then again, we have only heard one side of the story. We were not there to witness this episode developing and we only have the press to rely on, which can sometimes prove unreliable if the journalist is biased.

Singapore Airlines isn't perfect, there are also some assholes called "customers" that spoil the market for us. As it is VERY expensive for Singaporeans to fly SQ, some locals demand to be treated like kings and queens once on board. Sometimes I wonder if that is the reason why the FAs hate to serve Singaporeans? While this argument could take the trend of "who came first, chicken or the egg", the finger pointing could go on forever so I shall stop this rant here.
Welcome to my starry one world alliance, a team in the sky!
 
BD1959
Posts: 439
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 5:51 pm

"Most I would do is upgrade him to Raffles Class for his flights. Nothing else.

9V-SVA"

Hmmm...if only everyone felt like you, 9V-SVA.

Personally, I'd flown SQ on the kangaroo route and found them to be brilliant. I flew my elderly father out (LHR-MEL) in '92 and was faced with the choice of who he should fly with given that it was his first true International Flight. I chose SQ because of their great inflight service I'd experienced (also because SIN was their home-hub I expected their onground service to be up to the same standard.) - I also had the TA flag Dad as a "special needs" customer.

Two hours prior to his supposed arrival in MEL I received a phone call from the station manager to say Dad had missed his flight at SIN and he would be delayed 24 hrs. To cut a long story short, 8 elderly passengers had been coralled by SQ at SIN; when their departure time approached a couple of them approached the ground staff asking about when they should go to the gate - they were assured that they were being cared for - the flight left without them! Of course I raised this with the station manager (Dad had missed a welcome party we'd arranged for him), the station manager asked me to check-in Dad with him for the return journey as he wished "to look after him". He did: Dad was given an OJ in the lounge prior to departure !!!! No upgrade, no apology.

I made an appointment to see the Area Manager here and let him know how dissatisfied with SQ's service I was - particularly so as my personal experience of SQ had been so good. I asked why an upgrade had not been offered as recompense for my father missing his party and a day of his holidays, I was told that it was "not policy for Singapore Airlines to upgrade passengers as a recompense". I was also told that since Dad had completed his journey with SQ there was nothing they could do. I then asked the Area Manager if it was SQ policy for aircraft to on-fly luggage when passengers failed to board - and if so, then I was certain that the Press would be interested (remember, this was just 3 years after Lockerbie when this sort of thing "no longer happened").

My, did the Area Manager's attitude suddenly change!!!!

I was promised Dad would be upgraded the next time he flew (of course he never had the chance to take them up on this offer) - and we received a letter of apology.

Yes, I understand big companies find it difficult sometimes to act outside of their procedures. However when the customer points out the breakdown in the very service which is the centre of the company's marketing campaigns then that customer should not be faced with the apathy that I experienced from SQ. Certainly the customer shouldn't have to use a "big stick" in order to extract concessions from a company like SQ (up until this point I'd been the model "concerned son"). Hopefully, things have changed in the last 10 years - I wouldn't know, many times I've flown return to Europe since then but never with SQ.


 
Airbus Lover
Posts: 3163
Joined: Mon Apr 10, 2000 10:29 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 6:51 pm

I have to be frank to bring out my own experience regarding to airlines favouring foreign (Caucasian) passengers than Asian-looking ones.

I myself is Asian-looking with background originated from Asia. While in the Business class cabin, everyone pays the same fare. But 7/10 times the FAs give priority to the 'foreign' passengers, when serving food, when taking orders etc. etc. This also sometimes apply to ground services.

I am speaking from my own experience and I am not making it up and I meant no offense but this happened to me many times while onboard SQ, CX, TG, MH and a few other airlines. I am not racist or anything, but why is that? I don't understand this...

Well not that much with SQ since I don't fly their F/J... but CX, TG, MH does this almost everytime I am onboard, less often with CX and MH though.

I am sure lots of other people complain about this. Is this a F/J class cabin thing or does it happen to those Y pax as well?
 
bobcat
Posts: 1141
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 7:18 pm

Airbus Love,

I agree with you. This happens quite often on SQ. I can only speak for Raffles Class...

Some other Asian airlines, such as BR, KE, NH, seem to treat their own nationals slightly better...
 
Airbus Lover
Posts: 3163
Joined: Mon Apr 10, 2000 10:29 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 7:30 pm

BR is in fact favouring caucasian passengers as well.... But this is only my experience from their C and SuperDeluxe class...

KE is not so much of it but still, sometimes u can 'spot' such happenings...

I think this is the major drawback of Asian carriers for their own people?
 
sq_ek_freak
Posts: 1179
Joined: Fri Dec 15, 2000 4:48 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 7:54 pm

Not leaping to the defence of SQ here, but I dont they are evil just for getting tangled up in a reservation mess like this as stuff like this happens at all airlines, but it was the way they dealt with it that was the problem...they could have been much more accomadating and it seems to me they should have more communication between different departments...and that thing about BD1959's father?...what the hell was that!!?...Id be fuming...jeez...how awful...

Have had my good and bad experiences on SQ but they still remain my prefered carrier along with Cathay Pacific and Thai

so it turns out that SQ isnt perfect (as we all already knew even before this)...but then again, what airline is?

Keep Discovering
 
IndianGuy
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 8:01 pm

While rating an airline as good or bad, one has to look at their overall record. How many pax out of say a million have had bad experiences? I think that should be the criteria here and in that respect SQ does rate as a good airline.

-Roy
 
danialanwar
Posts: 420
Joined: Fri Mar 16, 2001 6:13 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 8:10 pm

I recently used internet CHECKIN in Sydney on a reservation for myself, my wife and my kid. It went thru smoothly (apart from being assigned seats and not being able to choose them as I thought) until I hit the last screen ... only 2 names popped up, my wife's was missing. So I tried to recheck her in, but got an error saying "already checked in". So all I could do is call SQ.

Two ways I can go about this: either yell at the person that the b***** system f**** up and lost my wife OR ask if someone could look into this matter. It took the latter approach and the issue was solved in 5 minutes (my wife was checked in but somehow it didnt appear on the confirmation screen ... maybe because of the different name???). I can bet that with the former approach I would not have gotten anywhere.

So unless you're out to make trouble, be nice, and you'll get more out of it.

As for compensation claims ... well, if he gets any $$$ for that I demand he give those to me as because of him I had to write this post  Smile/happy/getting dizzy
Best Business Class: Royal Brunei. Best Economy: Singapore Airlines. First: please send money first!
 
SInGAPORE_AIR
Posts: 11619
Joined: Mon Nov 13, 2000 4:06 am

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 8:58 pm

With regards to Singapore Airlines' London office, the queuing time has been shortened thanks to their summer recruitment drive for reservations agents. And they are very capable.

I managed to change a non-changeable ticket in May when I messed up the dates for my aunty to go and visit a dying relative.
Anyone can fly, only the best Soar.
 
diezel
Posts: 622
Joined: Mon Oct 14, 2002 6:50 pm

RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 9:02 pm

Two rules/goals for good customer relations:

Rule 1) change angry customers into satisfied customers
Rule 2) keep satisfied customers satisfied.

An angry customer is not likely to fly with you again and will tell this to (in this case) the world. A satisfied or changed customer will do the same but then in favor of you.

Sometimes a smile is enough and sometimes you will have to compensate for your error. This is up to the official at the counter/phone.

SIA failed at doing this right with this guy. Training of your customer reps really pays off.



Never be afraid of what you like. (Miles Davis)
 
Airbus Lover
Posts: 3163
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RE: An Example Of SIA's Appalling Service

Thu Oct 24, 2002 9:06 pm

Diezel: I couldnt agree more... hehe...
 
docpepz
Posts: 1706
Joined: Thu May 24, 2001 8:20 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 12:16 am

I'm Singaporean and travel on SQ at least twice, if not thrice a year.I have NEVER come across any of their cabin crew favouring westerners over Asians.

Singaporeans love to bitch. And we bitch about everything. Basically because nothing ever happens on our peaceful little island, we MUST find stuff to bitch about. One day it's SIA, one day it's why we have to wait more than 3 minutes for a particular bus to come, or other days it might be on the proposed architecture of the new supreme court.

Perhaps there might be a small number of SIA bimbo stewardesses who might behave as such but hey, they're not representative or the entire airline!
 
Singapore 777
Posts: 980
Joined: Sat May 29, 1999 3:00 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 1:03 am

Second that, Docpepz. I guess for others to be nice to us, we have to be nice to them first, *NOTE* even if we're paying them. It won't hurt to smile politely instead of putting up a grumpy face and bitching about everything, would it?
 
Airbus Lover
Posts: 3163
Joined: Mon Apr 10, 2000 10:29 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 4:00 am

Well I fly different airlines throughout the course of a year and almost 6/10 flights I see such things happen. Well it is not very noticable if you don't pay attention.

For example, Im sitting on the first row window seat, then there is a Westerner across the aisle (assuming on a widebody), they go to the person there to take orders first...

Sometimes worse, even if they are sitting on the 2nd row, they still get there first. I kno they do not represent the airline but this happens quite often while travelling with the likes I've mentioned before. Now, this is a problem not only with airlines' F/As. I think this might be more like the Asian 'character'... But I just experience that more on airlines.
 
Salina Chan
Posts: 120
Joined: Fri Jul 27, 2001 3:24 am

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 7:15 am

Well, it is not that unusual for a lot of girls in S'pore do feel more attracted to caucasians (i have to admit, i am one of them).....maybe there are just too many SPGs working for SQ :-(
 
B-HXB
Posts: 678
Joined: Sat Jan 27, 2001 12:04 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 11:40 am

Airbus Lover: many airlines have a policy of serving their elite frequent flier members first over other passengers.
 
9V-SVA
Posts: 1747
Joined: Wed Aug 29, 2001 3:54 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 4:49 pm

Wow Salina, didn't know you're Singaporean. Big grin. You went to Germany to chase German hunks like Konstantin and others?

Yeah, Singaporeans love to complain. I always bitch about having to wait more than 3 minutes for the bus.

9V-SVA
9V-SVA | B772ER
 
Salina Chan
Posts: 120
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RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 7:50 pm

9V-SVA: yeah, i am from S'pore and really miss my home.....but honestly, i did not go to Germany to chase Konstantin or anyone else....although the idea is somewhat nice  Wink/being sarcastic
Regarding our deep love to complain, staying in Germany is really pushing it because you can't complain like back at home, people here don't really care about what you want (well, that is at least the impression i got from the officials i met here so far)

Salina Chan
 
Airbus Lover
Posts: 3163
Joined: Mon Apr 10, 2000 10:29 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 7:59 pm

First when I said they gave priority to others, I mean they didn't treat us bad or rude by just gave them the priority. I know United has the policy to treat elite flyers first, but even my dad agrees with me on that.

He is an Enrich Gold member.. Malaysia Airlines' top tier?? and is a Star Alliance Gold member?? Shouldn't he get the favouring then?

And AFAIK, I don't think MH, SQ or TG has that policy.
 
User avatar
Fly-K
Posts: 2991
Joined: Thu May 04, 2000 4:26 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 8:00 pm

So far I'm not aware of any SQgals chasing me. Would I object though? No, not really...
And watch your words please, 9V-SVA, and treat the girls with respect.

Konstantin
Once you have tasted flight, you will forever walk the earth with your eyes turned skyward, for there you have been...
 
docpepz
Posts: 1706
Joined: Thu May 24, 2001 8:20 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 8:10 pm

Seriously, don't you think Singaporeans are the most bitchy people on earth? We bitch about everything. We write to the papers to bitch about the stupidest of things. We bitch whenever something new is introduced, like the ez-link system (which is this news system where commuters on public transport use contactless smart cards to pay for their fares). We bitch when there's no shelter from our apartment block to the bus stop, then bitch to the town council. When the shelter's finally ready residents will bitch that the noise and dirt from the construction is preventing their children from studying for their exams.

I assure you, we Singaporeans have NO LACK of complaints. We are number one at many things and bitching is surely one of them.

What other dumb things do we bitch about? Yeah, Singaporeans love to bitch about SIA but yet love to fly them (except Ryanair, go away lar you!!!!!!  Smile/happy/getting dizzy) Everyone bitches about the government but in the end votes them in. Someone wrote in to the papers 2 weeks ago to bitch that the govt's behaving too much like a nanny towards its citizens. And in the same page there could be a letter bitching that the govt's not doing enough.

And yesterday some unemployed guy wrote to the papers to bitch about why the govt's spending $2 million on a campaign to encourage retrenched workers not to give up looking for jobs. (erm I guess he missed the point of the whole campaign then...)

We love to bitch don't we?

 
tsentsan
Posts: 1921
Joined: Mon Jan 28, 2002 10:48 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 8:14 pm

And yesterday some unemployed guy wrote to the papers to bitch about why the govt's spending $2 million on a campaign to encourage retrenched workers not to give up looking for jobs. (erm I guess he missed the point of the whole campaign then...)

Thats why he's UNEMPLOYED Big grin LOLx heh! well said Docpepz.
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mandala499
Posts: 6458
Joined: Wed Aug 29, 2001 8:47 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 8:35 pm

Hmm, SQ.... is more than PTVs plus girls running around in a tight dresses, puffed up bras and heavy make up... *joke*...

This passenger obviously suffered from a system disconnection and SQ's measures to put up with him are grossly inadequate (especially on the human side). It shows "it's not my problem, it's someone else's" attitude that's beginning to appear more and more in SQ. Didn't anyone he talked to even think about asking for his credit card number ? *except for the last one which brought the solution*

1. "Before I can conclude the transaction she told me, that I have to pay S$80/- for each ticket for the administration fee as this is not going to be an internet booking." Later on, pulling up the credit card number solved it in less than a minute.

Sign of bad HR training, lack of procedures. No initiative by anyone up to this point to solve the customer's problems. Had they done this the first time, the pax would have just been happy about it...

2. 'I was so furious that she just did not hear anything I said. After seeing me a little edgy, she finally agreed that she would call her superior. She in fact tried to call someone for another 10 minutes and then came back telling me that she was calling the Internet booking section"

Another HR and interdepartment breakdown. Lack of contingency by the company.

3. "He made it clear to me that the structure of Singapore Airlines is very complex and the customer is responsible for knowing where to go to get the service."

This may be true, but it is not an excuse!

4. "And the most interesting part of my misery is I wrote a letter to Singapore Airlines and they are getting back to me after 3 weeks and telling me that they are very sorry to get back to me so late, however they do not find that Singapore Airlines and the staff have done every thing they can do in this kind of situation."

This just shows the quality of systems procedures in SQ. This passenger was lucky that he got a reply within 3 weeks.... SQ should spend more money in training it's people in customer relations management...

I've recommended friends and family to fly SQ only to receive complaints. After September 11, "dangerous" items had to be put into "secured items" separately. SQ lost my friends' stuff. 3 days after not hearing from SQ, I called their CGK office on their behalf. Everything was fine, they need a day to find it. I called everyday, and at the end of the week, they said, it has not arrived, please wait further. I told them to trace it!

This is where the fun began. Sydney Airport produced a document number which states an SQ crew signed off the security item, and loaded onto their flight. SQ denied ever receiving such a document. After mentioning the document number and the name of the crew, SQ Jakarta patched it to SQ SIN. SQ SIN came back saying it has been despatched to Jakarta, but no paperwork was ever mentioned.

SQ CGK and SQ SIN spent the next 3 weeks wondering what happened. My friend decided to write a letter (on registered mail) to head of SQ Cust. Rel... requesting information on what happened to the "stuff"... it was 3 months before SQ replied.

4 months after the beginning, I called SQ CGK again... no one apart from the original person I talked to 4 months before wanted to know. It was funny that my friend demanded compensation and heard nothing. She wrote a second letter mentioning I am a KF Gold member, and had referred them to flying SQ, and was very disappointed at their service. SQ replied to that mail within 3 days. Sounds unfair for the common masses doesn't it ?

Again, denials that problems exist when systems and procedures breakdown is what frustrates customers a lot. Flying is more than just sitting in an aircraft.

*** this part is irrelevant...
A few years ago, I lost a bag while transferring in SIN. They told me it would take me 3 days to a week to find it. I didn't wan't to have any of it... I told them take a car from gate a to gate b, and look for a bag that fell out with the description., or I'm not leaving their office. 5 mins later, they've found it.
End***

Now about SQ treating caucasian pax preferentially... and treating fellow crew member BADLY.

I've sat next to a caucasian on a flight to Sydney. I normally ask for wine or beer during the flight... never had any problems when sitting amongst fellow Asians... but this time, the just slapped the meal on my tray with no smiles... For meal choice their words was "Beef or chicken ?" no mention of tea, softdrinks or anything else... When serving the pax next to me, it was "hello sir, what would you like to have ? for tonight we have Beef Rendang or Roasted Chicken"... "would you like to have a drink with that ? we have softdrinks, juices, beer or wine" and served him with a huge smile. For that flight the crew refused to serve me alcohol with no explanation, while the guy sitting next to me was receiving endless flows of wine and beer.

He realised what was going on... called the cabin crew, and ordered a beer for me... she came back slapping the beer and glass on my tray. He grabbed her, and said... "oi, be nice to him, he is also a passenger. Now take the beer again, apologise, and serve the drink again politely please"...

During landing in Sydney, her colleague was very tired and was on the verge of sleeping... in front of me, she hit her colleague on the head and screamed for her to wake up. The pax was shocked.

On another flight... I was asked for my ID when asking for the registration of the plane. On another, I asked for a cockpit visit... the crew was very informative, he asked if I'm an frequent flyer and I showed him my KFG card... He told me the captain would like to invite me in x hours due to meals and weather... however, when he said the captain was ready to invite me, he asked to see an id... upon seeing the colour of my passport, even before opening it, he said "Oh, it's OK sir, I'm sorry, but we can't allow you to visit" and walked off.

These guys need to learn genuine politeness beying fake smiles a bit more.

Now I'm sorry if I sound really negative. After having problems like these on every flight, I just don't bother with SQ anymore. Nothing attracts me to fly them anymore. I'm disappointed. I loved flying them before, but recently, it's just unacceptable.

I am not saying this happens all the time and I'm sure a lot of passengers still enjoy flying with them, but SQ should learn... I am not the only one. I've never received anything from them whenever I write to them, even with constructive criticism. If they don't even bother with my, why should I bother keeping my miles up with them?

Mandala499
When losing situational awareness, pray Cumulus Granitus isn't nearby !
 
carnoc
Posts: 758
Joined: Wed Oct 17, 2001 3:15 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 9:09 pm

Well, as a KrisFlyer member of Singapore Airlines and someone who is flying with this carrier at least 15 times a year, I comment that Singapore Airlines is a good airline in general, but it has got heaps problems too. However, I had written to Customer Relations a few times in the past and all had been replied with some sincere apologises. However, I did experience some bad things (mostly were inflight) when I flew with them in the past and I do think that they have to do better in the future, otherwise they may not be able to get my business later on. By the way, every airline has got some F/As who favourite in serving some passengers other than doing their jobs in the correct order.
 
jaysit
Posts: 10186
Joined: Thu Jun 01, 2000 11:50 pm

RE: An Example Of SIA's Appalling Service

Fri Oct 25, 2002 11:07 pm

This person's letter isn't so much about "shit happens" but "shit happens and if it does, and if it is the fault of the airline, then there should be procedures in place to a. apologize; b. rectify the solution to the best of the carrier's ability; and c. if the seat in the class of travel is unavailable, then upgrade the passenger. That is what is called good customer service.
Atheism is Myth Understood.

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