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.
Yeah, I am still waiting to hear what is the outcome of the slapping incident.
ReplyDeleteWho writes those PR stuff for your company anyway? They are usually a long-winded way of not saying anything much and committing to nothing.
ReplyDeleteIt was reported in the press some time last week in the press that it was settled-out-of-court, with the usual confidentiality clauses. IIRC, it was in Tuesday's Digital Life, though why that section I have no idea.
ReplyDeleteThe PR department in Corporate division, of course.
ReplyDeleteIt would be good to wait for a reply from SQ on this subject. I do hope that SQ could come up with a decent reply.
ReplyDeleteHowever, with the press release above, SQ’s converting the two class configuration, is telling the people who need to travel on economy class on that sector, that SQ is only catering for the elite, and anyone who could not afford pay, have no business going on SQ… ok, this might seem taking it to the extreme, but unfortunately, this would be impression given to anyone who read the announcement.
I would also like to know if it is true that traveling out of Singapore on SQ cost more than traveling to Singapore?
Did she call the SQ office at that time after she found out that her scheduled have changed?
ReplyDeleteHaha, they would do anything to downplay the incident wouldn't they?
ReplyDeleteSIA do have a lot of customers like the defendant ...
ReplyDeleteOn another note, today's ST & TODAY reported she is still being charged with voluntary causing hurt by the State, though she and the victim concluded a confidential out-of-court settlement.
I'm not sure how to feel about the State, which require an innocent man who got broken tooth and bloody mouth from being punched in public to have to lodge a magistrate's summons against the assailant instead of the culprit arrested on the spot by the police, and then to proceed to prosecute someone who had already reached settlement with her victim.
If the customer booked any airlines through the travel agents, it is the travel agents responsibility to inform the customer about the changes.
ReplyDeleteIf the customer booked directly from SIA office, I would expect SIA to call me directly about the changes because I pay so much for their service.
It seems like in this case --the travel agent have not done a good job to inform customer about the changes.
If the customer is still not happy with the travel agent office , he can complain to Natas --National Association of Travel Agents Singapore .
This is what I meant by PR crap. Just admit you are wrong whatever. Apologise, indicate in no uncertain terms that you will make arrangements to get the customer to where she wants to go on SIA's expense. Now that would have been great customer service and would have mollified Dr Law to a large extent and shown the rest of us who do fly SIA it is still a great way to fly. Does it really matter that the travel agent did not inform Dr Law? She is still inconvenienced through no fault of her own. Pushing the blame to the travel agent reeks of Taiji, and an unwillingness to take responsibility. It should have been SIA's responsibilty to ensure their travel agents advise all of their customers accordingly.
ReplyDeleteI'm not sure what are terms and conditions if you buy SQ ticket from the travel agent.
ReplyDeleteI do know that of you buy tickets from travel agents for any airline, the travel agent should have the responsibility if they want to earn the commission.But quite sometimes back I've hears SQ is not giving commission to the travel agency and most travel agencies still willing to sell because of they need want business.
But I don't know about the current situation now--whether they still get the commission from SIA and another issue is the travel agent whether the agency can earn anything from the customer--like package tour. If the travel agent don't even get to earn a single cent from you for their business, do you think they might bother to inform you ? Maybe they would, if you're a long term customer but won't guarantee if you are a new customer.
Travel agency shouldn't do this but the reality is --they're out there to earn money .
Back to the original post, having done transits from one airport to another in New York city myself, I'd say the window is impossible, since the traveller would require checking-out at 1 airport and checking-in at another, especially since extra security checks had been imposed.
ReplyDeleteThis is nothing confidential about company matters, just common knowledge.
I had a feeling it wasn't over, and I'm right.
ReplyDeletehttp://www.straitstimes.com/Free/Story/STIStory_217268.html
Gripes over SIA's 'business class only' US flights
Some who booked executive economy seats miffed over how they were put on one-stop flights but others hail move to ease demand for business-class travel
By Chen Meiyue
SIA OPERATES TWO DAILY NON-STOP FLIGHTS to Los Angeles and Newark, New Jersey, on five Airbus A340-500s. From mid-May, the aircraft's two-class, 181-seat arrangement will be converted in phases to 100 'business class only' seats. -- PHOTO: SIA
BUSINESS-CLASS travellers may be all smiles when greeted by the Singapore Girl as they hop on the plane for that direct flight to New York or Los Angeles, but others are hopping mad.
On March 4, Singapore Airlines (SIA) announced that it was doing away with executive economy class seats on its non-stop flights to the United States and making them 'business class only'.
The move has got passengers who have booked executive economy seats miffed. Some, like assistant manager Mohamad Yazid, 41, are also angry at the way SIA handled the switch.
He had paid in full for his $2,746 ticket to New York in December last year.
On March 7, he got an e-mail from SIA saying that his return flight to Singapore in July would be changed to one that transits in Frankfurt. He was also told that his seat would now be a normal economy one. His flight to New York in June remains a direct one.
'I screamed and shouted at the computer when I got that e-mail,' he said.
When he called SIA, he was told that tickets for his original and new flights cost the same.
But economy tickets for the flight via Frankfurt were cheaper in December when he bought his ticket, he said.
'Just because the prices have risen to the same now doesn't mean they can just bum me off to this other flight,' said Mr Yazid.
'They should give me what they promised. I just want a direct flight.'
Financial consultant Geoffrey Ying, 37, is in a similar situation. His return flight from New York in July has been changed to one on a one-stop flight.
'They didn't even call and only sent an e-mail informing us of the changes. Now we're left scrambling to see what other options we have. To get treated like that leaves a sour taste in the mouth,' he said.
Asked about this, SIA would say only that its reservations team was helping with ticket changes.
The airline had said the change to 'business class only' was due to 'consistently strong demand from the premium market'.
Its non-stop return flights to the US, launched in 2004, proved to be very popular, as was its introduction of the executive economy class where passengers get wider seats and more entertainment choices.
Return business- class tickets on non-stop flights from Singapore to New York cost $11,500, while those on the LA route cost $10,500. Executive economy seats cost about $3,200 and $2,600 respectively.
SIA currently operates two daily non-stop flights to Los Angeles and Newark, New Jersey, on five Airbus A340-500s. From mid-May, the aircraft's two-class, 181-seat arrangement will be converted in phases to 100 'business class only' seats. The change for the New York route will be completed by the end of June, and Los Angeles by late September.
Other SIA flights heading to these destinations have stopovers in Frankfurt, Tokyo or Taipei, with travelling times as much as six hours longer than the direct flights.
The move has sparked discussion on online forums like SQTalk.com and FlyerTalk.com. While many said it was a logical business decision, others felt cheated of choice.
Mr Michael Smith, 50, is one of them. The general manager of a law firm wrote to T
The issue isn't about converting the flights to all business class. This is after all a business decision on the part of SIA and the original service while very welcomed is hardly a necessity.
ReplyDeleteHowever, as a consumer if I bought tickets earlier expecting to get A and ended up getting A- I have every right to feel miffed even outraged. I am perfectly certain it is stated in the T&C SIA reserves the right to change flight details etc, but this is just bad customer service.
Am I the only who sees it that way?
On the other hand I thought this was a good business decision without consideration of PR factors.
ReplyDeleteThe pie of flyers from US/SG will almost certainly be affected by the US slowdown an possible recession. This pie is currently served by more a few airlines. It seems the business class is very popular, overbooked as it is. So in a smaller market what you do is you cater for the best paying customers, which is exactly what they are doing here.
Even T&C are subject to what is "reasonable" in the court of law, even if the customer agreed to the contract.
ReplyDeleteOTOH, ST just reported that weakened US dollar is encouraging Singaporeans to look to US for holidays. S$1.39 ... I'm getting quite tempted ...
ReplyDeleteAs for the filling up of the J-class (business), I have no idea whether this is in respond to purely internal demand (overbooking), or it is going to actively compete for business-class travellers from other airlines.
J-class today is more than equivalent to P-class (first class) a decade ago.
It's we who travel in the Y-class (Economy) who don't enjoy much improvement in room space. For long flights, the best entertainment system and F&B just don't make up for the lack of space, though their absence will be significant!
I was upgraded a couple of times on duty-travel, and it was heavenly.
I flew EgyptAir for my Outward Bound group trip to Sydney, it was horrendous.
You and me both. But honestly with my expenses piling up I really *shouldn't*. The stuff that I really want to do there would take far too much time which i don't have. US products on the other hand can be bought and delivered here*.
ReplyDelete*Just be very careful using VPost, just ordered some stuff together with a few friends and it seems not so long ago VPost made some changes to the way they calculate packages. Where previously it was purely by weight, they have now implemented the idea of volumetric weight, and take whichever is higher.
You and me both. But honestly with my expenses piling up I really *shouldn't*. The stuff that I really want to do there would take far too much time which i don't have. US products on the other hand can be bought and delivered here*.
ReplyDelete*Just be very careful using VPost, just ordered some stuff together with a few friends and it seems not so long ago VPost made some changes to the way they calculate packages. Where previously it was purely by weight, they have now implemented the idea of volumetric weight, and take whichever is higher.
After my aunt warned me of the vPost's ridiculous rates, I've not used them. I prefer to consolidate my US orders, have them shipped to a friend's shipping business and get her to forward them to me.
ReplyDeleteAiyah, I forgot you have shipping lobang. Next time I want to order stuff may check with you.
ReplyDeleteYeah, you may as well give her business. Jenny Tran (chenchun) on CHF, she runs her own shipping/forwarding business.
ReplyDeletehttp://www.postalcentral.com/
http://www.straitstimes.com/ST%2BForum/Story/STIStory_220115.html
ReplyDeleteSIA explains why the all-Business Class decision was made
I REFER to Saturday's online letter by Ms Tan E-Lyn, 'No economy seats on non-stop flights to the US? S'pore losing out'. The decision to offer an all-Business Class service on our non-stop flights to Los Angeles and New York was made after much consideration. The decision recognises that demand for the services is heaviest among Business Class customers and, on many days, the waiting list for seats is very heavy.
The lower seat numbers on the A340-500 mean the fares need to include a premium to cover the high operating cost of this aircraft. Such a premium comes through offering an all-Business Class cabin. We will refit the A340-500 aircraft with our new Business Class seat, which has been extremely well received, and is consistently winning awards the world over. It is a product designed for the long-haul travel market.
Customers choosing to fly Economy Class between Singapore and New York or Los Angeles can still book on any of our existing one-stop flights, daily to both destinations, which are, and will remain, competitively priced. In addition, there are services to San Francisco and Houston which operate on a one-stop basis as well, giving our customers more choices.
Stephen Forshaw
Vice-President Public Affairs
Singapore Airlines
I actually emailed the Public Affairs dept this morning giving my feedback that the answers given by the company is not addressing the real issues raised by the letters from the public to the forum.
ReplyDeleteI wish I could post the whole exchange between Stephen Forshaw and myself, but since it was done via company email, I won't.
Three things struck out.
1. He thought I should have addressed the feedback to him personally instead of emailing to the PA department. But I was keeping it objective and refraining from directing the feedback to any individual.
2. He still didn't get it.
3. He didn't take my ending very well when I posted "it gives the impression either we're idiots or we're treating the readers as idiots."
From his last reply, I get strong indications that his command of the English language is not very strong and he doesn't understand intentional irony.
Well, hands up any of you who think I got a death wish, pulling the whiskers of no less a personage than a VP himself (which is 1 step above a Senior Manager in my company), when I'm still just a nobody.
Both hands up!
ReplyDeleteKidding!
Look at it this way, if a company doesn't value candid feedback from its own staff and doesn't encourage it then well, might be time to look for another employer.
Personally I think you have nothing to worry about. Lots of VPs running around in many industries, they are the most expendable.
Right now, I'm of half a mind whether to tell him on the record that I did not propose making the PA replies a public consultation exercise, something which he said it is not, but could be interpreted to suggest I am proposing.
ReplyDeleteOne lesson I learned from a communications course is that if the other party don't get it, don't try to tell them the same thing the same way. Well, I've tried twice, and it could be a sign of an unreceptive mind, in which case, further posting is just putting it down for the record so that I am not misrepresented in the future.
Nah, Forshaw ain't worth your time.
ReplyDeleteSeriously, if he can't even grasp the concept of irony...sheesh...
I decided not to bother clarifying further.
ReplyDeleteOne of my VP who only nodded to me before actually addressed me by name when we passed each other today.
Coincidence? Or did Forshaw BCC our exchanges to my bosses? Doesn't really matter if he did, but BCC?
For sure, Forshaw is covering his arse, its what VPs are good at.*
ReplyDelete*Read this with a cockney accent
I just recall the word for what I felt the customers would feel - stiffed.
ReplyDeleteWhy Italian cheese in SIA add for Swiss city?
ReplyDeleteShuli Sudderuddin (ST March 30, 2008, the Sunday Times, News, page 12) shulis@sph.com.sg
Swiss cheese or Italian cheese? One sharp-eyed Swiss spotted the difference when he saw a Singapore Airlines advertisement.
Oil trader Gian-Luigi Sorcinelli, 39, saw the SIA ad for a flight to the Swiss city of Zurich bearing a picture of Italian cheese in last week’s Sunday Times.
“It is impossible to confuse the shape of Parmigiano Reggiano cheese with Swiss cheese,” he declared. “It is like publicising a Japanese car using a picture of a Ferrari,” he wrote to the paper to point this out.
The print ad, by the TBWA group, shows a man in a room filled with cheese. The copy reads “In Zurich, the freshest selection of cheese can be found at 8 every morning in a shop at Münsterhof 7.”
The image was not shot by TBWA but sourced from elsewhere, said the American agency which won the SIA contract last April.
Mr Gabriele Peigaia, 30, an Italian and executive chef of Italian restaurant and bar Senso, said: “Instead of Italian cheese, Swiss cheese such as Emmental or Gruyere would be more suitable.”
Mr Julien Bompard, the French owner of Le Fromagier cheese shop, noted: “Each European country is proud of its cheeses.”
Mr Dan Paris, group managing director of TBWA, said the ad focussed more on the intimate moments people might experience in different countries. “The shot features a cheese factory merely as an indication of cheese as a chosen feature of the destination.”
SIA spokesman Stephen Forshaw was at least glad that people noticed the ad. He said: “We’re advertising double-daily flights to Zurich, not cheese. So what cheese is in the ad doesn’t matter.”
I lost almost all respect for the guy ... after I read his response in the report in Sunday Times (30 March 2007) to the advertising blunder ... showing Italian cheese for the Zurich destination.
Yeah, good that the advertisement was actually read and noticed.
Doing silly things also get attention, but that's not what we want, is it?
And mentioning that the company flies to many parts of Europe *anyway*???!!!
I feel really embarassed. I think I know how Nokia staff in Singapore feels now.
Or perhaps I take delivering what I think should be good work more seriously than others.