Thursday, April 19, 2007
A glimmer of Hope that Justice may be served!
12 April 2007
Warm greetings to you from Singapore Airlines.
Thank you for taking the time to communicate with us via email on the behaviour of one of our staff at Singapore Changi Airport Terminal 2. I am concerned to learn of the episode that you described as such behaviour is indeed unacceptable. Our Manager in Flight Operations has already been informed of this situation and has started an investigation on this matter. Please be assured that we are looking into this matter seriously and will endeavour to identify the staff mentioned so that appropriate action can be taken. Thank you once again for writing to us. Your feedback is important to help us upkeep and improve on our service.
Yours sincerely,
Manager Customer Services
Warm greetings to you from Singapore Airlines.
Thank you for taking the time to communicate with us via email on the behaviour of one of our staff at Singapore Changi Airport Terminal 2. I am concerned to learn of the episode that you described as such behaviour is indeed unacceptable. Our Manager in Flight Operations has already been informed of this situation and has started an investigation on this matter. Please be assured that we are looking into this matter seriously and will endeavour to identify the staff mentioned so that appropriate action can be taken. Thank you once again for writing to us. Your feedback is important to help us upkeep and improve on our service.
Yours sincerely,
Manager Customer Services
Sunday, April 08, 2007
Where is the love?
On the morning of 8 April 07 at around 8.30 am, I witnessed an extremely distressing incident at the exit of the arrival hall nearest the car park in Changi Airport Terminal 2. I had just dropped off a friend and was sitting outside enjoying the morning and reading the papers. I casually looked up and glimpsed a pilot emerging wearily through the automatic glass doors. He was a pallid Caucasian man in his fifties with thin wispy blond hair and a very generous waistline. He looked tired, like the weight of the world was on his shoulders, and disheveled which lead me to imagine and empathise that he must have had a long and rough flight. But nothing prepared me for the rude shock I was about to encounter.
I returned to my reading and a few moments later, a loud and displeased drawl filled the air. I looked up to see what the commotion was about. The pilot had walked up very near to where I was sitting as he felt that he had to address a bespectacled and emaciated gentleman, easily in his late 60s, who was manning a mini-lectern not 3 feet from me. Equipped with a walkie-talkie, it was evident that the unfortunate elderly man was purely in charge of directing specially designated taxis to the waiting area to pick up Singapore Airlines’ pilots and cabin crew. It appeared that the taxi driver who was originally scheduled to pick this pilot up had the audacity to turn him away, which I later discovered was due to a family matter that had just cropped up. The pilot, clearly disinterested in whatever excuses, ignored the taxi driver’s existence and marched up to the elderly gentleman because he was exasperated at the Hokkein speaking taxi driver’s ineffective command of English as well. The diminutive taxi driver was desperately pleading his case simultaneously to the older man. Meanwhile, the pilot in a very imperious, agitated and raised tone of voice, repeatedly ordered the elderly gentleman to warn the offending taxi driver that if this incident was to occur again, he would drop the taxi company involved, suffer the injustice of walking to the common taxi-stand and obtain a ride there but he vowed that he will continue to bill it to the original taxi company. He continually barked: “Tell him! You tell him!”. As the pilot was just spitting distance from me, I spied the unmistakable avian logo belonging to Singapore Airlines on his pilot’s hat that was so angrily clutched in his right hand. The helpless elderly gentleman was scurrying around and speaking into his walkie-talkie to quickly arrange an alternative vehicle in order to diffuse the ever escalating situation and all the while repetitively nodding his head in complete obeisance in a futile attempt to appease the outraged pilot. Meanwhile, the taxi driver nervously shadowed the pilot in the vain hope that his side of the story would be translated and finally sees the light of day. Sadly, the pilot did not possess the patience or the inclination to determine the truth. By now, the substitute taxi had arrived and was waiting patiently for the pilot. The original taxi driver attempted to usher the pilot into the awaiting cab, but the indignant pilot, fury unabated, persisted with his ranting and raving and paced between the cab and the elderly gentleman, but shouting this time. He seemed loathed to board the cab until he was exceedingly sure that his point had sunk in and was made patently clear to all and sundry. With that accomplished, he entered the cab and was thankfully whisked off and the errant taxi driver understandably rushed off to attend to his family matters.
A veritable moment of stunned silence ensued after the pilot’s departure. After peace was restored, there was the inevitable dissection of the drama that just transpired. Naturally, the maligned elderly gentleman was most vocal. But oddly, his discontent was not directed at the pilot, he was annoyed at the taxi driver. From the conversation he had with the by-standing taxi drivers’, I understood that they agreed that the taxi driver should have disregarded his personal life and completed his duty. They were puzzled as to why his other family members could not intervene and take care of the problem rather than incur the wrath of an angmoh. Finally, they ominously prophesized that the taxi driver was going to “get it” from the angmoh. With that, they all went back about their business.
I was sickened by the events that had just unfolded before my very eyes. I was disgusted with myself for not standing up and defending both the taxi driver and the old man. Truth be told, I was too stunned to react. They were obviously blue-collared workers who valued their jobs too much to say anything in defence. And undoubtedly the pilot’s nationality, skin colour and high-ranking position intimidated the men into submission, but disturbingly, it precipitated blame within their own ranks. This deeply saddens me, we are no longer living under colonial rule, Singaporeans have made our mark on the international arena, and we should hold our heads up high, regardless of our job position or salary size and be able to interact with people of other nationalities and skin colour as equals, as human beings. It is through the collective effort of everyone at every level, not just the upper echelons of society, that Singapore has become the success story that it is today. This is an accomplishment that we should be immensely proud of and one that we should uphold and defend fervently.
To exacerbate matters, this pilot, to me, has tarnished the image of Singapore Airlines. A globally and instantly recognisable and respected icon that Singapore has worked so hard and long to build, maintain and improve upon. An image that epitomised graciousness and impeccable service with a smile. Alas, it was not exhibited in any way, shape or form by the pilot. Being a frequent flyer on Singapore Airlines, I have developed a keen interest in and fascination about how things are done in the company, but I have to emphatically state that I do not purport to be an expert. However, I am aware that for Singapore Airlines cabin crew, once the uniform is donned, there is an almost draconian protocol for grooming and behaviour that is enforced for the benefit and rightful protection of Singapore Airlines’ image. This rule applies immediately whenever the uniformed crew members are in public view, and not just when they are onboard the aircraft. It makes me question, does this not apply to pilots too? Or does their rank absolve them of responsibility to portray a positive image of the airlines? In an industry with ever growing competition, I believe that every little counts in order to continue to set Singapore Airlines apart from other airlines that are fast nipping at their heels. The flawed act of just one unwitting person could potentially be detrimental to the collective whole.
As for the pilot, he may have indeed had a rough day, but did he ever stop to consider that he was the main cause of both the old man and the taxi drivers’ bad start to an otherwise lovely day? Who should they take their grievances out on? Where can they seek recourse? There is no justification for shouting at an innocent elderly man who was a blameless figure in this shameful occurrence. It is inexcusable to shout at another human being like he was a lesser entity at your beck and call. These men were just trying to eke out a living, they do not have the comfort of commanding a high salary, nor do they have unions fighting for their rights and pay rises. They work hard for long arduous hours in a usually thankless job, they do not have long mandatory rest periods in specially appointed corners, nor do they have the luxury of an auto pilot to do their job for them. The reality is, they had to swallow their pride and continue working, because if they do not work, they and their families suffer. I strongly urge that before blowing your top, step back, take a deep breath and calmly seek the most logical solution. Was the 3 minute delay so truly inconvenient and catastrophic that it warranted such a vociferous response? Was it worth it? Did launching into a tirade in anyway soothe frazzled nerves? Did publicly disrespecting and humiliating a senior citizen accomplish anything? The irony was that it took longer for the pilot to vent his frustrations and anger than if he had, without incident, boarded the second cab and gone home.
So please, have some compassion and try to be a little more understanding. Please try to show some consideration for our Asian culture of respecting our elders. They are somebody’s doting grandfather, somebody’s loving father and husband just trying to make a living and provide for their family to the best of their ability. Neither race, age, rank nor earning power gives anyone the right to treat a fellow human being so deplorably.
I returned to my reading and a few moments later, a loud and displeased drawl filled the air. I looked up to see what the commotion was about. The pilot had walked up very near to where I was sitting as he felt that he had to address a bespectacled and emaciated gentleman, easily in his late 60s, who was manning a mini-lectern not 3 feet from me. Equipped with a walkie-talkie, it was evident that the unfortunate elderly man was purely in charge of directing specially designated taxis to the waiting area to pick up Singapore Airlines’ pilots and cabin crew. It appeared that the taxi driver who was originally scheduled to pick this pilot up had the audacity to turn him away, which I later discovered was due to a family matter that had just cropped up. The pilot, clearly disinterested in whatever excuses, ignored the taxi driver’s existence and marched up to the elderly gentleman because he was exasperated at the Hokkein speaking taxi driver’s ineffective command of English as well. The diminutive taxi driver was desperately pleading his case simultaneously to the older man. Meanwhile, the pilot in a very imperious, agitated and raised tone of voice, repeatedly ordered the elderly gentleman to warn the offending taxi driver that if this incident was to occur again, he would drop the taxi company involved, suffer the injustice of walking to the common taxi-stand and obtain a ride there but he vowed that he will continue to bill it to the original taxi company. He continually barked: “Tell him! You tell him!”. As the pilot was just spitting distance from me, I spied the unmistakable avian logo belonging to Singapore Airlines on his pilot’s hat that was so angrily clutched in his right hand. The helpless elderly gentleman was scurrying around and speaking into his walkie-talkie to quickly arrange an alternative vehicle in order to diffuse the ever escalating situation and all the while repetitively nodding his head in complete obeisance in a futile attempt to appease the outraged pilot. Meanwhile, the taxi driver nervously shadowed the pilot in the vain hope that his side of the story would be translated and finally sees the light of day. Sadly, the pilot did not possess the patience or the inclination to determine the truth. By now, the substitute taxi had arrived and was waiting patiently for the pilot. The original taxi driver attempted to usher the pilot into the awaiting cab, but the indignant pilot, fury unabated, persisted with his ranting and raving and paced between the cab and the elderly gentleman, but shouting this time. He seemed loathed to board the cab until he was exceedingly sure that his point had sunk in and was made patently clear to all and sundry. With that accomplished, he entered the cab and was thankfully whisked off and the errant taxi driver understandably rushed off to attend to his family matters.
A veritable moment of stunned silence ensued after the pilot’s departure. After peace was restored, there was the inevitable dissection of the drama that just transpired. Naturally, the maligned elderly gentleman was most vocal. But oddly, his discontent was not directed at the pilot, he was annoyed at the taxi driver. From the conversation he had with the by-standing taxi drivers’, I understood that they agreed that the taxi driver should have disregarded his personal life and completed his duty. They were puzzled as to why his other family members could not intervene and take care of the problem rather than incur the wrath of an angmoh. Finally, they ominously prophesized that the taxi driver was going to “get it” from the angmoh. With that, they all went back about their business.
I was sickened by the events that had just unfolded before my very eyes. I was disgusted with myself for not standing up and defending both the taxi driver and the old man. Truth be told, I was too stunned to react. They were obviously blue-collared workers who valued their jobs too much to say anything in defence. And undoubtedly the pilot’s nationality, skin colour and high-ranking position intimidated the men into submission, but disturbingly, it precipitated blame within their own ranks. This deeply saddens me, we are no longer living under colonial rule, Singaporeans have made our mark on the international arena, and we should hold our heads up high, regardless of our job position or salary size and be able to interact with people of other nationalities and skin colour as equals, as human beings. It is through the collective effort of everyone at every level, not just the upper echelons of society, that Singapore has become the success story that it is today. This is an accomplishment that we should be immensely proud of and one that we should uphold and defend fervently.
To exacerbate matters, this pilot, to me, has tarnished the image of Singapore Airlines. A globally and instantly recognisable and respected icon that Singapore has worked so hard and long to build, maintain and improve upon. An image that epitomised graciousness and impeccable service with a smile. Alas, it was not exhibited in any way, shape or form by the pilot. Being a frequent flyer on Singapore Airlines, I have developed a keen interest in and fascination about how things are done in the company, but I have to emphatically state that I do not purport to be an expert. However, I am aware that for Singapore Airlines cabin crew, once the uniform is donned, there is an almost draconian protocol for grooming and behaviour that is enforced for the benefit and rightful protection of Singapore Airlines’ image. This rule applies immediately whenever the uniformed crew members are in public view, and not just when they are onboard the aircraft. It makes me question, does this not apply to pilots too? Or does their rank absolve them of responsibility to portray a positive image of the airlines? In an industry with ever growing competition, I believe that every little counts in order to continue to set Singapore Airlines apart from other airlines that are fast nipping at their heels. The flawed act of just one unwitting person could potentially be detrimental to the collective whole.
As for the pilot, he may have indeed had a rough day, but did he ever stop to consider that he was the main cause of both the old man and the taxi drivers’ bad start to an otherwise lovely day? Who should they take their grievances out on? Where can they seek recourse? There is no justification for shouting at an innocent elderly man who was a blameless figure in this shameful occurrence. It is inexcusable to shout at another human being like he was a lesser entity at your beck and call. These men were just trying to eke out a living, they do not have the comfort of commanding a high salary, nor do they have unions fighting for their rights and pay rises. They work hard for long arduous hours in a usually thankless job, they do not have long mandatory rest periods in specially appointed corners, nor do they have the luxury of an auto pilot to do their job for them. The reality is, they had to swallow their pride and continue working, because if they do not work, they and their families suffer. I strongly urge that before blowing your top, step back, take a deep breath and calmly seek the most logical solution. Was the 3 minute delay so truly inconvenient and catastrophic that it warranted such a vociferous response? Was it worth it? Did launching into a tirade in anyway soothe frazzled nerves? Did publicly disrespecting and humiliating a senior citizen accomplish anything? The irony was that it took longer for the pilot to vent his frustrations and anger than if he had, without incident, boarded the second cab and gone home.
So please, have some compassion and try to be a little more understanding. Please try to show some consideration for our Asian culture of respecting our elders. They are somebody’s doting grandfather, somebody’s loving father and husband just trying to make a living and provide for their family to the best of their ability. Neither race, age, rank nor earning power gives anyone the right to treat a fellow human being so deplorably.
SQ, we have a problem!
I am consistently disappointed with the poor level of customer service on the ground. This is not the first time that I've been let down by the ground crew. Hence, I personally tend to conduct most of my transactions online to save myself grief and frustration that seem to invariably arise whenever there is a need for interaction with the ground crew.
On Sunday, 1 Apr 07, I was trying to book a business class ticket online for travel between SIN and LHR. When I tried to proceed with payment on my American Express KrisFlyer card, there was a prompt which read something like: "We regret to inform you that our system is unable to complete your booking. Please contact our customer service office for further assistance." I assumed that the system was temporarily down, so I tried again in an hour. I got the same prompt every time. I must have made at least 8 or 9 attempts throughout the day, but to no avail. I decided to try again the next day. So on Monday morning (2 Apr 07) at around 8 am, I tried yet again and met with no success. Truly frustrated I called the Singapore Airlines Web Support at 65807005. The lady that answered offered little help. After explaining the entire situation, she replied, "Oh, why don't you try again in half an hour and if it still doesn't work, then call the number again." I tried again as instructed and was faced with the same problem. After a few more futile attempts, I called the web support number again at around 11 am. And once again, I had to explain everything, I had to read out the dates that I wanted, the flight number and the destination. But this information that was required of me, was competely redundant! It served no purpose as the problem was not resolved by the telephone operator. She said something to the effect of "Oh, the system is down. You just have to keep trying." I asked her if the system will be down for much longer. And she said "I cannot tell you when the system will be up again, its a technical problem. You just have to keep trying." So I said, "So this is my only solution? To wait and keep trying?" To which she said yes and added, "Oh you still have a lot of time because your departure date is on 13 May." I was appalled at her lack of initiative and flippant attitude.
Left with no other alternative, I had to call the SQ Reservations centre. After some to-ing and fro-ing with regards to the price, as there seemed to be some huge discrepancy between the online price and the price in her system, I managed to purchase the ticket at the price quoted online. The lady was kind enough to waive the $25 service fee for purchases through the call centre. And rightly so, as it was not my fault that I could not buy my ticket online as I usually do.
After the purchase I realised that I was not entitled to the bonus miles one gets when tickets are bought online with the American Express KrisFlyer card. So I called KrisFlyer Customer Service at 6789 8188 to see if anything could be done about it. When I explained the whole situation again, I was approached with suspicion and was questioned as to whether I had a letter from Amex to prove that there was such a promotion? Because KrisFlyer could not help me if I had no documentary evidence. I was floored! I told the operator that the promotion is stated on both Singapore Airlines and American Express Singapore's websites. For clarification purposes, the ad reads :"Double KrisFlyer miles on the purchase value of Singapore Airlines tickets bought online" I added further that I've bought enough tickets online to know that there is such a bonus. After putting me on hold, it was revealed to me that I have called the wrong department, I was told that I had to call SQ reservations centre and speak with them instead and not KrisFlyer, as they were not the ones who processed the payment. Tired of the merry go round ride, I called Amex and had the problem resolved swiftly and satisfactorily and with genuine warmth, courtesy, kindness and compassion. A glowing letter of commendation to American Express will be sent by me very shortly in appreciation of their understanding and efficiency.
Sadly, I cannot do the same for the staff of the Singapore Airlines call centres. I've managed to resolve the problems I encountered on my own with very little assistance from the call centres.
What I cannot comprehend is how such a large international corporation like Singapore Airlines allows its website's billing system to be down for such a protracted period of time. It does not make business sense. There is a glaringly conspicuous potential to lose huge online revenues. If it were not for the comfort and high level of service onboard Singapore Airlines' flights that I have grown so accustomed to, I could have very easily brought my business to other airlines. And ironically, I tried to buy another online return ticket today for SIN-BNE, and yet again I faced another problem. After selecting the dates and viewing the price, I wanted to proceed with payment, but was hindered by a prompt that said something to the effect of being unable to price the ticket at the moment. What????? And as per the call centre's advice, I will just keep waiting and trying since my departure date for that flight is also still very far away.
I can honestly say, there are problems with the staff manning the call centres, and they are in desperate need of addressing. This is not the first time that I've called them. My luck can't be THAT bad that I get a surly operator everytime I call? They sound hurried and annoyed. It makes me feel that I am bothering them by calling them with my problems. There must be some form of telephone protocol that could be implemented. Maybe a better workshop on telephone etiquette? Evidently such things must exist, as the lady at American Express card clearly proves. I hope that my feedback will serve to galvanise Singapore Airlines into the much needed improvment of their service on the ground and their website.
On Sunday, 1 Apr 07, I was trying to book a business class ticket online for travel between SIN and LHR. When I tried to proceed with payment on my American Express KrisFlyer card, there was a prompt which read something like: "We regret to inform you that our system is unable to complete your booking. Please contact our customer service office for further assistance." I assumed that the system was temporarily down, so I tried again in an hour. I got the same prompt every time. I must have made at least 8 or 9 attempts throughout the day, but to no avail. I decided to try again the next day. So on Monday morning (2 Apr 07) at around 8 am, I tried yet again and met with no success. Truly frustrated I called the Singapore Airlines Web Support at 65807005. The lady that answered offered little help. After explaining the entire situation, she replied, "Oh, why don't you try again in half an hour and if it still doesn't work, then call the number again." I tried again as instructed and was faced with the same problem. After a few more futile attempts, I called the web support number again at around 11 am. And once again, I had to explain everything, I had to read out the dates that I wanted, the flight number and the destination. But this information that was required of me, was competely redundant! It served no purpose as the problem was not resolved by the telephone operator. She said something to the effect of "Oh, the system is down. You just have to keep trying." I asked her if the system will be down for much longer. And she said "I cannot tell you when the system will be up again, its a technical problem. You just have to keep trying." So I said, "So this is my only solution? To wait and keep trying?" To which she said yes and added, "Oh you still have a lot of time because your departure date is on 13 May." I was appalled at her lack of initiative and flippant attitude.
Left with no other alternative, I had to call the SQ Reservations centre. After some to-ing and fro-ing with regards to the price, as there seemed to be some huge discrepancy between the online price and the price in her system, I managed to purchase the ticket at the price quoted online. The lady was kind enough to waive the $25 service fee for purchases through the call centre. And rightly so, as it was not my fault that I could not buy my ticket online as I usually do.
After the purchase I realised that I was not entitled to the bonus miles one gets when tickets are bought online with the American Express KrisFlyer card. So I called KrisFlyer Customer Service at 6789 8188 to see if anything could be done about it. When I explained the whole situation again, I was approached with suspicion and was questioned as to whether I had a letter from Amex to prove that there was such a promotion? Because KrisFlyer could not help me if I had no documentary evidence. I was floored! I told the operator that the promotion is stated on both Singapore Airlines and American Express Singapore's websites. For clarification purposes, the ad reads :"Double KrisFlyer miles on the purchase value of Singapore Airlines tickets bought online" I added further that I've bought enough tickets online to know that there is such a bonus. After putting me on hold, it was revealed to me that I have called the wrong department, I was told that I had to call SQ reservations centre and speak with them instead and not KrisFlyer, as they were not the ones who processed the payment. Tired of the merry go round ride, I called Amex and had the problem resolved swiftly and satisfactorily and with genuine warmth, courtesy, kindness and compassion. A glowing letter of commendation to American Express will be sent by me very shortly in appreciation of their understanding and efficiency.
Sadly, I cannot do the same for the staff of the Singapore Airlines call centres. I've managed to resolve the problems I encountered on my own with very little assistance from the call centres.
What I cannot comprehend is how such a large international corporation like Singapore Airlines allows its website's billing system to be down for such a protracted period of time. It does not make business sense. There is a glaringly conspicuous potential to lose huge online revenues. If it were not for the comfort and high level of service onboard Singapore Airlines' flights that I have grown so accustomed to, I could have very easily brought my business to other airlines. And ironically, I tried to buy another online return ticket today for SIN-BNE, and yet again I faced another problem. After selecting the dates and viewing the price, I wanted to proceed with payment, but was hindered by a prompt that said something to the effect of being unable to price the ticket at the moment. What????? And as per the call centre's advice, I will just keep waiting and trying since my departure date for that flight is also still very far away.
I can honestly say, there are problems with the staff manning the call centres, and they are in desperate need of addressing. This is not the first time that I've called them. My luck can't be THAT bad that I get a surly operator everytime I call? They sound hurried and annoyed. It makes me feel that I am bothering them by calling them with my problems. There must be some form of telephone protocol that could be implemented. Maybe a better workshop on telephone etiquette? Evidently such things must exist, as the lady at American Express card clearly proves. I hope that my feedback will serve to galvanise Singapore Airlines into the much needed improvment of their service on the ground and their website.
Subscribe to Posts [Atom]
