TL;DR – One problem too many.
Once upon a time, our national carrier was beyond being just ‘a great way to fly’. Singapore Airlines was lauded as the hallmark of exemplary service and often had the whole world raving about it.
But these days, it doesn’t seem quite the case anymore. And we are not just talking about charging credit card fees or automatically including travel insurance.
As Straits Times Forum writer Rahul Gupta puts it, there’s now a “worsening experience on SIA flights” and here’s why:
1) Onboard service from the flight crew
Mr Gupta says, the onboard service from the flight crew can be very varied – from very warm to indifferent and hurried. This has changed from the very consistent service experience of yesteryear.
2) Condition of the aircraft has deteriorated
He has observed thick layers of dirt in the toilet and around the seat and has resorted to developing the habit of using the hot towel distributed before take-off to clean the tray, screen and buttons.
3) Food is only moderately palatable
This is not what is expected for the premium fares SIA charges.
4) High-handed and arrogant attitude of the management
As succinctly described by Mr Gupta,
I do not sense humility or willingness to listen proactively to consumers. They seem to think they know what’s best and are living in their past glory. They change only when faced with a backlash.
Consumers have a powerful voice, and competition and choices are more than ever before.
The management needs to understand that the world has changed, and they must change with it.
And if I may add, this change needs to come soon – before it gets too late.
You can read the full letter here.