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.
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?
When losing situational awareness, pray Cumulus Granitus isn't nearby !