I'm gonna write down my thoughts on something, sharing with friends who access my blogs, but ask them to not to discuss it outside the my group of contacts who have access to this.
Reason : this is about my company, and I respect company policy for staff not to discuss in public about company affairs.
The relevant information are actually in public domain:
Today's Straits Times Online Forum entry : Customer not told of changed flight schedule from http://www.straitstimes.com/ST%2BForum/Online%2BStory/STIStory_215766.html
and SIA to offer all-business-class seats on Los Angeles, New York flights from http://www.channelnewsasia.com/stories/singaporebusinessnews/view/332821/1/.html
The forum letter today goes as follows:
I TOOK my parents and two young children, aged two and four, with me to North Carolina in the United States for four months beginning February for a job posting. I had booked my return journey at a June date from Raleigh, North Carolina, to Singapore with Singapore Airlines in January. My return flight consists of a connection with Continental Air from Raleigh to Newark, followed by an onward journey from Newark to Singapore.
I was shocked to find out, when I checked my bookings on the SIA website on Friday, that my return flight from Newark to Singapore had been rescheduled to depart from JFK and transiting at Frankfurt. SIA had not bothered to inform me or consider my connecting flight on Continental Air from Raleigh to Newark. My current itinerary says that I will arrive in Newark on the same day at 7.20pm and catch the SQ flight from JFK airport at 9.05pm. Is that possible?
It is inconceivable that SIA could reschedule changes affecting passengers who hold confirmed tickets and who had already commenced their journey. Since the airline has already committed to me by accepting my payment and issued me the tickets, it cannot make changes to passengers' schedule without informing the affected customers. To date, SIA has still not contacted me or my travel agent from whom I bought my tickets regarding the schedule changes.
Dr Law Yan Mee
North Carolina, USA
The answer, I suspect, might be related to the decision by SIA to convert the direct SIN-EWR flight from 2-class configuration (business and super economy) to single-class (business), announced on March 04, 2008.
SINGAPORE - Singapore Airlines (SIA) will offer an all-business class seating on its non-stop flights to Los Angeles and New York starting in mid-May, the carrier said Tuesday.
The decision to remove economy seats and offer only business class is aimed at catering to strong demand from its premium travellers, said SIA, one of the world's most profitable carriers.
Under the new configuration, SIA will replace the existing two-class, 181-seat arrangement on its five Airbus A340-500 long range planes with 100 business class seats for the direct flights between Singapore and the two US cities.
"The peak demand for the non-stop flights is from our business class customers, and this change will expand business class capacity from 64 to 100 seats on each flight," said Huang Cheng Eng, executive vice-president for marketing and regions.
SIA said the business class seats, each measuring 30 inches (76 centimetres) wide, can be converted into a fully flat bed.
The business class seats are the same design as those fitted on the Airbus A380, the world's biggest passenger plane. SIA is the first airline worldwide to fly the A380.
SIA charges S$11,000, including taxes, for a two-way business class ticket to Los Angeles and S$12,100 to New York, according to travel agents.
A return economy ticket for Los Angeles is priced at S$2,710 and for New York at S$2,920, they added. - AFP/ir
I am guessing that Dr. Law booked his party for the super-economy class, and when that was scrapped, SIA changed his booking to the JFK-FRA-SIN flight.
I am not cognizant of the relevant department in SIA that handles this, and how they went about informing the customers who had booked for the super-economy class in advance before the decision to scrap it was announced.
Perhaps that Dr. Law and family are in North Carolina might have impeded communication attempts made by SIA, not that I am excusing the company from its responsibility.
Or perhaps there was contact, but Dr. Law was not interested in his plans being changed and communication was difficult, perhaps indirect.
The whole affair could have been much better handled if the Company had announced in its press release what it would actually do about the bookings already received/confirmed for super-economy class on the A345 flights.
Personally, I am rather sorry that they removed the EY class from those flights, I'd have like to take my family on direct flights to the USA rather than having to transit, even if it is subject to commercial availability.
I do hope that the slowdown in the US will not have adverse effect on the decision to implement full-business class direct SIN-US flights, the timing could really have been better.