SQ Response to My Complaint Letter

Tanggapan dari SQ - 2 hari kemudian.... atas email saya

Dear Mr Wibawa

Thank you for your email of 14 May 2005.

I am concerned to learn of your experience while traveling from Jeddah to Singapore and I would like to apologize for the disappointment caused in regard to the service accorded by our airport staff.

For the comfort and safety of our passengers on board the aircraft, many airlines, including ourselves, are stepping up on the enforcement of cabin baggage allowance. All airline operators in Singapore, including Singapore Airlines, have agreed to limit our Economy passengers to one cabin baggage each. Each cabin baggage cannot exceed 7 kilograms, and its dimensions (length, breadth and width) must also not exceed 115 cm.

Having said this, our staff are empowered and they do exercise a certain degree of discretion in granting a slight extension to the baggage allowance, especially if there are valid reasons to grant an exception. Although I am glad that our airport staff had granted an exception after reviewing your circumstance, I am concerned to learn of the level of service accorded to you by one of our staff, which is certainly not acceptable by our standards.

From what you have described, it is apparent that we will need to improve on our handling of such situations and provide a more informed service to our customers. Please be assured that I have shared your experience and feedback with our Airport Manager in Jeddah for review with the staff concerned. Appropriate action has been taken.

Thank you for the opportunity your feedback has given me to correspond with you, Mr Wibawa. We will endeavor to return the level of customer service and care to that which you have come to expect, even as we hope to serve you better in the future.

Yours sincerely
Patricia Ow
Manager Customer Services