Mar 17, 2011
In Short
Mother's relief
'Words cannot describe how helpful SIA staff were.'
MADAM KERK SEOK HOON: 'The disaster in Japan triggered an anxious and harrowing time for me as my daughter was there and had problems flying out. The situation was so fluid, I had to monitor and change her flight schedule. Words cannot describe how helpful SIA staff were towards my plight. Thank you, Singapore Airlines.'
SIA to passenger
'We apologise. We were stretched thin.'
MR XAVIER LIM, Divisional Vice-President, Customer Services, Singapore Airlines: 'I thank Mr Raymond Wee for his feedback ('What happened at Narita, SIA?'; Tuesday). Flights listed in our news alerts were tagged according to the date on which they departed from the originating airport. As SQ11 originates at Los Angeles, and transits in Narita before flying on to Singapore, the alert was not wrong in stating that the flight was operating as scheduled as it had left LA on time last Friday. We apologise if the alert was confusing to customers joining SQ11 in Tokyo. We will try and convey our flight information in a clearer way in future. We seek Mr Wee's understanding regarding the way our ground staff handled customers at Narita, and apologise for any inconvenience caused as we were stretched thin. It took our staff longer than usual to arrange for meal vouchers and to coordinate with the airport authorities to distribute sleeping bags to affected customers.'
Embassy hotline
'We felt abandoned.'
MRS CELIA WEE: My friends and I were stuck in Tokyo when the earthquake struck last Friday. The next morning, a fellow Singaporean who was checking out of the hotel we were staying in gave us the phone number of the Singapore Embassy in Tokyo to seek help and advice. However, my call went to an answering machine that informed me the embassy was closed for the weekend and we should call back on Monday during office hours. We managed to get a flight out only through the help of our families in Singapore. We felt abandoned.'
No comments:
Post a Comment