2009年09月11日

sloppy sing air service?

I just got back from an assignment in Singapore. I usually enjoy travelling there because it gives me a chance to fly with my favorite, Singapore Airlines. And this time my level of anticipation was even higher - my first opportunity to fly the massive Airbus 380, business class.

Wow. What a disappointment.

SingAir has strongly hyped the fact that they were the first to fly the newest generation of aircraft - but on the implementation level, they are letting their new toy get in the way of their traditional strength in service quality.

I know Singapore Airlines as the space where they make you feel like a king. The moment the attendants turn their focus to you, you become the most important person in their world. Consistently and delightfully. Taking the time for a smile. Remembering what was in your glass without you having to remind them. And just magically appearing at the right time, whenever you have a wish or a whim.

I think the 380 has knocked them off their game. This time all the attendants (on both outward and return legs) seemed consistently rushed. Didn't get greeted in my seat or offered a drink until I asked for one 10 minutes after sitting down (all passengers on the other aisle side were full - where's my magic first impression!?). Received almost every possible combination of a water refill (with gas, still, lemon, no lemon, ice, no ice) where in the past it was right on every time. Very few quick eye contacts and smiles on the walk-bys (maybe because I was two rows from the back in that massive cabin each time). Didn't even get the headphones passed out until after all the in-flight programming had started. And as an added bonus, an air-conditioning mishap on the return flight which kept us in the cabin in what must have been 35+ degree C heat for 30 minutes before the main engines came on.  

I'm no prima donna customer, but I noticed all these things, and even heard others moaning and groaning in the immigration lines on both ends of the trip.

Just goes to show that even the best companies can lose their customer service focus and execution. Hopefully not for long...

Singapore Airlines - please work this out! Get the magic back, or the 380 is just going to become known as the cattle car that you couldn't manage right! (Think of a 1,000 room "5-star" hotel for the best analogy about where you don't want to take this one.)

 

 

   



jeffjapan at 13:27コメント(0)トラックバック(0)Management | Marketing 

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