A Message to Our Customers

[albatross710]

Email received from Goh Choon Phong
Chief Executive Officer
Singapore Airlines

On behalf of Singapore Airlines, I would like to offer our sincere apology for the inconvenience caused as a result of issues that arose from the launch of our new website on 22 May 2011.

As with all new initiatives that we undertake, the intention behind the website revamp was to improve on our customers’ experience with us. I am truly sorry that the new website, with its technical problems, has instead caused much aggravation for many of our customers. We make no excuses for our failure to deliver an acceptable level of online service.

We have committed full resources to resolving the website problems and have made significant progress in rectifying many of the defects. We will continue to relentlessly pursue all other outstanding issues. An in-depth investigation as to how the issues that arose went undetected is well underway, and we are treating this with utmost importance.

At Singapore Airlines, we strive to put our customers at the centre of everything we do. I am well aware that there is a wide range of travel options to choose from, and thus, am grateful that many of you have continued to support us. We do not take this for granted.

Thank you for your continued patience during this period. I know that you have high expectations of us, and we failed to meet those expectations. On behalf of the Company, I offer our unreserved apology, and pledge to win back your confidence.

Would be good to see them actually fix the site.

Alby.

 

[Cruiser Elite]

Yes got somewhat of a chuckle out of that myself this morning.

Hard to believe an entity of SQ's calibre could get this so wrong - whats more I certainly do not want emails from Admin - I want to see the site up and running effectively.

 

[cove]

Yes Alby I read that apology twice seeing I am a bit jet lagged from the LAX-PER run. Their clunky web upgrade has been out performed by their call centre which remains a very positive but slower alternative. The no questions asked points flight cancellation is a true piece of magic that I needed to use for the first time ever last week.If that was there in the old site I had not found it so is that feature new??SQ run to PER from SIN in J has been totally full so I feel privileged to have used Standard points on those bookings.May 22nd until now is a problem for SQ but my account is now all ok after 2 glitches on my forward bookings with the changeover.

 

[Foreigner]

Unlike certain other airlines, SQ is not in denial mode. The CEO acknowledges their shortcomings and promises to fix them.

 

[kamchatsky]

SQ Management can redeem themselves by offering SAVER Redemptions on all J/F/R awards on their A380s/77Ws/345s for all KF members. Since these have been technically "offered" to other *A members for the last month or two.

 

[wmetz]

Re:EMAIL Problem

Sorry but my question is a computer problem. I cannot open any DRAFT emails in the new Yahoo.com mail design. Could someone please check that they can open a DRAFT email in yahoo and how they do it. I selected and clicked edit draft and tried double clicking and right click (open email) thanks. Normally inbox emails open. Thanks

 

[Foreigner]

Re: EMAIL Problem

Sorry but my question is a computer problem. I cannot open any DRAFT emails in the new Yahoo.com mail design. Could someone please check that they can open a DRAFT email in yahoo and how they do it. I selected and clicked edit draft and tried double clicking and right click (open email) thanks. Normally inbox emails open. Thanks

perdone, senor / senora?

 

[cove]

I think that SQ are genuine in their regret about the new "upgraded " web site.It must be really costing them because it is worldwide and not just Australia. They have put extra trained staff in their call centres to help us so that mitigated the impact.The idea that SQ should offer points redemptions in SAVER for flights in J on the A380 is not helpful in their quest to make a profit out of their newest product so I cannot see you getting that. Standard points are still great value for long haul redemptions on the A380.

 

[albatross710]

How can we run an issues log for SQ? I can think of key functionalities that aren't working on the site. I was thinking it would be nice to have an issues log hosted here on AFF. Something where a member can log the issue, state the severity and then that member gives the sign off when the functionality has returned.

Would it be done through a sticky? or a Blog post or an editable document?

[TABLE="class: grid"]
[TR]
[TD]Issue[/TD]
[TD]Reported By[/TD]
[TD]Completed Remarks[/TD]
[/TR]
[TR]
[TD]Multiclass redemptions not available [/TD]
[TD]Alby[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]"Start over" flight search defaults to ADL should be last search[/TD]
[TD]Alby[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Stopover redemption bookings do not consistently show the stopover as a drop down option[/TD]
[TD]Alby[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Function of Miles/Dollars button doesn't make sense[/TD]
[TD]Alby[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Display order of available flights not always in consistent order[/TD]
[TD]Alby[/TD]
[TD][/TD]
[/TR]
[TR]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[/TR]
[/TABLE]



I could imagine hosting via a Google doc if anyone is interested. Is it a worthwhile project?

Alby