Dear Mr Elite
Thank you for your email of 8 June 2015, sharing your experience on board flight SQ802 from Beijing to Singapore on 7 June 2015.
We are heartened to learn of your appreciation of the assistance rendered by Leading Stewardess Nicole Chan in retrieving your iPhone when it fell behind your seat. We are constantly striving to attend to our passengers’ needs as best as we can and we are glad that the service accorded to you by Ms Chan exceeded your expectations.
Service excellence has always been a focus of our airline and it is therefore rewarding to receive such positive feedback on our personnel. We shared your compliments with our Cabin Crew Manager, who will convey your generous words to Ms Chan, along with InFlight Supervisor Sri Krishan Dubay, Chief Steward Lawrence Lim and Leading Steward Gerald Sum. Your comments are an affirmation to our staff and will inspire them to do their best and uphold the service standard expected of Singapore Airlines.
On a separate matter, we are concerned by your observation on the number of Suites/First Class seats that were occupied by passengers on your this flight, as well as your onward flight SQ237 to Melbourne. From a review of your booking records, we note that you had made changes to your flight date via our website,for which only seats at the First Class Standard award level was available.
Our investigation reports indicate that there was a technical issue with the inventory system on this day, for which the system had erroneously restricted the release of seats at the First Class Saver award level. We sincerely apologise for this, and our IT Department is working closely with our Inventory Management team to rectify this expediently.
We have since arranged for a refund of the additional KrisFlyer miles you incurred in making changes to your travel dates, amounting to 78,625 KrisFlyer miles.
Thank you for this opportunity to correspond and to be of service Mr Elite. We value your support and look forward to being of service to you again on your future flights with us.
Yours sincerely
Syahirah Beck
Customer Affairs Manager
Singapore Airlines Limited
Tel: + 65 6541 5100
