Sunday, April 08, 2007
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.
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