Think before you fly Singapore Airlines

Posted by Avinash Narula

October 10, 2008

I had earlier posted a blog about the way Singapore Airlines had treated my mother-in-law. I had mentioned in the blog the effort we had to make to find a wheel chair for my not-too-well Mother-in-law who was travelling to Australia. I had also mentioned how she was left alone by SA employee in a wheel chair at the Melbourne airport while my brother-in-law went to get the car.

I had received a response from CW Foo, GM, Singapore Airlines, India that he will revert to me about my complaint. Its nearly 10 days now but I have not received any response from him. I think I had read somewhere that Singapore Airlines responds within a maximum of 2 days. Why the delay in responding to a complaint of a customer who paid 25% more than the market price to fly business class? Maybe Mr. Foo was busy giving interviews to Economic Times. Maybe priorities at Singapore Airlines have changed.

Today, I read an interesting article in Economic Times as to how airlines were competing with each other to provide new levels of luxury on their flights. A lounge, Givenchy-designed beds, showers, Ferragamo toiletry kits, cell phones, spas, beds and more. In this article, there was a quote from Singapore Airlines GM, Chai Woo Foo. He said, “Indians are increasingly willing to pay a premium to experience the best in luxury travel. We have roped in the best brand to innovate the travel experience.” Now is Mr. Foo “walking his talk?”

What travel experience is Mr. Foo talking about? The one with a wheel chair or one without it? Now my not-too-well mother-in-law who was travelling business class was just looking for a wheelchair, nothing fancy or a designer brand. Now what I am wondering is that how can Singapore Airlines provide all these designer luxuries when they could not provide a simple wheel chair to my mother-in-law? I think people out there should be careful flying luxury class in Singapore Airlines. Why? If they could not provide a simple wheel chair on the ground how do you expect them to provide water for your shower or spa and that too at 40,000 feet.

Also, if 10 days are not enough for them to investigate a complaint and respond to the dissatisfied customer travelling business class, I would be very surprised if Singapore Airlines can provide the kind of prompt and efficient service that the rich expect.

Now most of time we get carried away with images and perceptions like we were. We had heard that Singapore Airlines provided good service and that is why we paid extra so that my mother-in-law travelled in comfort as she was not keeping the best of health. Add to this their poor response to my complaint even after promising to respond is evidence enough that Singapore Airlines’s service is deteriorating. From now on everyone should not go by the previous image or perception of Singapore Airlines. The new perception is that now they don’t care about their passengers and they are getting customers based on their past glory. The new realty is that their service SUCKS.

All the above suggests that the best way to travel Singapore Airlines is economy that too if you can’t find a seat in any other airline. If you want to travel by business or first class, don’t touch Singapore Airlines with a 10 foot pole.

Avinash Narula

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Comments

Let me give up an update on my complaint. I did receive a coupon and a Diwali hamper from Singapore Airlines. However, it was not convenient to use the coupon in India so I have returned the coupon to Nicholas so that the same can be sent to my mother-in-law so that she can use the same on her return flight from Australia. I do hope everything works out.

Avinash Narula

fiona Reply:
February 18th, 2009 at 8:46 am

can you please tell me whom you complain to? I need to complain to smeone in Spore about Singapore airlines as well.

Thanks!

Avinash Narula Reply:
February 18th, 2009 at 10:30 pm

Fiona hi!

I suggest you take the following actions:

1. Go to complaints.customermath.com and log in your complaint.

2. Let me know when you have logged in a complaint. I will then take the details of your complaint and put the same on my blog and I am sure Singapore Airline should pick up your complaint and contact you.

avinash narula

Archana Tripathi Reply:
July 16th, 2009 at 11:10 am

can you please tell me whom you complain to? I need to complain to some one in Singapore or in India on in Australia about Singapore airlines as well.

Comment by Avinash Narula on November 1, 2008 @ 8:07 pm

Fantastic and interesting forum will look through more a little later, i drive a taxi in Portugal so if anyone from this forum comes on holiday to the Algarve Portugal, come and have a coffee with me, and i can also let you know lots of history from the area…