In an exemplary display of some top-notch customer service, Singapore Airlines (SIA) went beyond the usual apologetic message on Friday in a make-good to passengers who may not even have been that disgruntled.
The blunder on SIA’s part wasn’t a particularly major one — the inflight entertainment system on flight SQ977 simply conked out. Plus, it wasn’t even a long flight. We’ll concede that watching movies is a downright necessity to pass the time in the air, but this was a two-and-a-half-hour flight from Bangkok to Singapore.
While folks could simply take a nap or occupy themselves with something else for that duration, SIA still wanted to make it up to its affected customers. According to one of the passengers on SQ977, SIA made an apology on board and arranged for gifts to be handed out upon arrival in Singapore. The tokens of apology? Gift boxes from luxury tea brand TWG Tea, and those things aren’t that cheap.
The passenger, Srinivasa Rao Bongarala, praised SIA for its impressive customer service and its priority to establish customer loyalty.
Of course, SIA is kind of known for this sort of thing. Jumping to mind is the time they spoiled passengers silly with five-star hotel stays after their flight from Manila to Singapore was disrupted, or that time when an SIA steward went above and beyond to look for a passenger’s misplaced SIM card.
