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Wednesday, 27 February 2008

This is how cabin crew management works.

I posted the following email from a SIA passenger who didn't know how to compliment one of the cabin crew on her flight and had asked me for assistance.
I emailed the cc manager in charge and he did NOT respond to my email.(dono why) The pax was still persistent and we ping pong emails to one another. I then suggested she email the manager concerned and had to wait anxiously and for a long while before she got a reply.
The manager told her he would find out who the crew was and until now, nobody knows who that crew was. It is puzzling to me because the pax furnished the manager with her flight number,date of travel and her seat number and yet couldn't find the crew concerned. (the whole saga started on 9 Jan.2008)

So here is the correspondence via email between the pax,myself and the SIA manager.

There is a nice passenger who wants to compliment the above crew and I reproduced her email below:

Sharmi to Boh Tong:

Hi Boh Tong,
Thanks for your help. I would like you to publish the story, in the hope that the person concerned might see it.Pls include as follows :I am a Sri Lankan lady residing in Dhaka and I was returning after my X'mas vacation to Dhaka through Sin on SQ436 on 5th January evening, seated at row 33C. The inflight service was super, especially the flight attendant serving us who was a young, tall, fair guy, unfortunately dont know his name. He was extremely nice and attentive and his service was par excellence !!I wish to get in touch with him to thank him personally, as he was so freindly and treated the passengers well, which I know is very difficult on the Dhaka sector. I have travelled to Bangladesh many times, and this was truly a different flight as I was made to feel very comfortable on board. So if the person concerned sees this, kindly e-mail me on http://us.f578.mail.yahoo.com/ym/Compose?To=sharmi_fdo@yahoo.com or sharmi@ttsgmbh.net
Sharmi


boh tong wrote: Hello Nam,
This pax wanted to compliment our crew but dono how to. She emailed me and asked for help to post in my blog which i did,hoping the steward would read my blog. No one responded so this pax is soooo sad. I append below the post i put in my blog.
Wednesday, January 09, 2008 Will the young, tall, fair male cabin crew stand up please!


Fwd: Re: Complimentary from sia's pax Sharmi.
Dear Mr. Lee Seng,
I wanted to compliment a crew member of SQ, and just did not know how, and found Boh Tongs website. I know he has asked you to help, but so far I have not heard from anyone. Would it be possible for you to kindly help ?
Best regards,
Sharmi

To: Sharmi sharmi_fdo@yahoo.com
Subject: Re: Fwd: Re: Complimentary from sia's pax Sharmi.
From: LeeSeng_Nam@Singaporeair.com.sg
Date: Mon, 28 Jan 2008 08:00:39 +0800
Dear Sharmi Thank you for the feedback. I don' t know who he is at the moment. However, we will find out who he is and convey your appreciation to him. I am sure he will be encouraged by your kind words and acknowledgment. Best regards Nam Lee Seng


Hi Boh Tong,

I cannot remember whether I passed onto you below msg, for your ref.

Best regards,

15 comments:

Anonymous said...

Hi Boh Tong,
I think there is some misunderstanding or miscommunication on this case. From my understanding based on the facts given, passenger did not specifically asked the cc manager for the contact of the crew to be provided to her. She also did not specifically request that she wanted to know name of the crew.

I believe, even if she has done so, the company would oblige with her request; perhaps providing only the name of the crew.

I would assume that the cc manager
had considered the case closed based on his reply given to passenger i.e thanking passenger for the compliment to the crew, and taking follow-up action to inform the crew concerned.

His reply did not mean no one in cc knows who the crew is.

Perhaps you would like to give further thoughts on this.

Anonymous said...

To answer anonymous below is the ping pong(exchange of) emails between me and the pax Sharmi:


Hi Sharmi,
Perhaps, that was the wrong email address. I will try to get the SVP cabin crew email address and pass it to you.
Thanks.
BT.

Sharmi wrote:
Good morning Bohtong,

I sent a mail to this guy, but he didnt even bother to reply, seems like a nice sort !

Anyway, your compliments are enough for me and thank you for your efforts.

Best regards,
Sharmi


boh tong wrote:
Hello Sharmi....perhaps you email to this Crew Performance Manger and he may reply LeeSeng_Nam@Singaporeair.com.sg He did not want to reply to my email because he thinks I am "pulling a fast one" on him.
I would like to thank you for the great effort you put in to compliment that steward. You are one of those few nice passengers whom we love.

BT

Sharmi wrote:
Hi Boh Tong,

Not heard from anyone except you !

Sharmi


Sharmi wrote:
Sure, will do !

boh tong wrote: Sharmi,thanks a million. Btw if Nam ( manager crew performance) contact u pls forward a copy of the email to me and if he does not also keep me informed.
BT.

Sharmi wrote:
Hi Boh Tong, you are so sweet and helpful !



boh tong wrote:
Hello Nam,

This pax wanted to compliment our crew but dono how to. She emailed me and asked for help to post in my blog which i did,hoping the steward would read my blog. No one responded so this pax is soooo sad. I append below the post i put in my blog.

Wednesday, January 09, 2008
Will the young, tall, fair male cabin crew stand up please!
There is a nice passenger who wants to compliment the above crew and I reproduced her email below:

Hi Boh Tong,

Thanks for your help. I would like you to publish the story, in the hope that the person concerned might see it. Pls include as follows :

I am a Sri Lankan lady residing in Dhaka and I was returning after my X'mas vacation to Dhaka through Sin on SQ436 on 5th January evening, seated at row 33C. The inflight service was super, especially the flight attendant serving us who was a young, tall, fair guy, unfortunately dont know his name. He was extremely nice and attentive and his service was par excellence !!

I wish to get in touch with him to thank him personally, as he was so freindly and treated the passengers well, which I know is very difficult on the Dhaka sector. I have travelled to Bangladesh many times, and this was truly a different flight as I was made to feel very comfortable on board. So if the person concerned sees this, kindly e-mail me on sharmi_fdo@yahoo.com or sharmi@ttsgmbh.net

Sharmi

Nam,can u help Ms Sharmi?? hey next time visit my blog la...Mr. Nam Lee seng hehehe. Now big time oredi ah hehehe lol.....BT

boh tong

Anonymous said...

To first Anonymous, who are you ah?
William Koh or Nam ? Wa lau your answer is full of crap!
Ex CT

Anonymous said...

Hi Ex CT,
I am not from SIA cc management; just an outsider trying to give his objective comments on this interesting case. So, please don't be emotional or angry with my comments. If you considered "my answer is full of crap!" just give your reason/s for saying so.

I would like to add that I do not think a big company like SIA would entertain 3rd party messages; especially so when the exchange of email is through a blogger using a pseudo name Boh Tong. Also, I do not think SIA would encourage direct mail correspondence between passengers and crew members. If the company allows this type of communications, it would mean revealing the crew members' private and confidential contact address.

To me, the case should be rightly treated as close as the cc manager
had given a reply to pax - thanking her for the compliments and taking follow up action to inform the crew member concerned.
In the cc manager's reply to passenger he did not mention or promise that he would let the passenger know the name of the crew.

I think if the passenger is still not happy with the cc manager's reply, she should follow this through with the cc manager.

Perhaps Boh Tong would like to give his views on my comments, if any.

Boh Tong said...

What I do not understand is I emailed Mr.Nam (cc manager) on 15 Jan (no response),pax Sharmi emailed him on 22 Jan. By the time Mr.Nam replied to pax Sharmi it was 28 Jan and he still did not know who the steward was.
As one who had worked in the cc office before, I know for a fact it does not take that long (from 15/1 to 28/1 and still don't know who the crew was)to find out who the steward was. With a few clicks of the mouse I could have found out the name of the steward working on that flt. It was made easier by the fact that pax Sharmi furnished all the relevant info like flt no., sector,seat no.
Boh Tong is still puzzled why did cc took so long to find out who the crew was.
You stated SIA being a big organisation,it does not deal with a third party,let alone a blogger using a pseudo name Boh Tong. Do you know Mr. Stephen Foreshaw VP SIA Public Affairs went to a forum recently to clarify to the "slapping of a stewardess" case. In the forum he was dealing and clarifying to people using pseudo names.
I think cc has to change its mindset. This is the 21st century. What happen if a blogger with a pseudo name reported to the police force about a crime that he/she knew and would the police force dismiss it because it comes from a third party blogger with a pseudo name?
Think about it Sir or Ma'am.

Anonymous said...

Hi Boh Tong,
Thanks for your comments and clarifications.

As a outsider, I am in no position to comment on the 'delayed' reply by the cc manager. I am also not in the position to comment on whether the police force would take action from a 3rd party blogger using a pseudo name.

I really enjoy reading your blog posting. Have a good day!

Anonymous said...

BT, who the hell was that? SQ management spy??
Jason

Anonymous said...

getting big fat salary and sit on their arses

Anonymous said...

Jason I don't know who that person was...BT

Anonymous said...

Hi Boh Tong,
Now that I have more free time to reflect on your latest reply, I would like to understand better on your comment "with a few clicks of the mouse I could have found out the name of the steward working on that flight".

I wonder how you would be able to conclusively establish the name of the steward though flight details and seat number of where passenger was seated were provided. Unless, of course there was only 1 steward servicing the entire flight. I believe a few 'clicks' on the PC would not help establish the true identify of the steward though he was reported as a young, tall, fair guy. Also, would it be necessary for the cc management to communicate/interview the steward first before it could be established that the steward was the actual person the passenger was referring to.

I hope you will take the above comments as fair. I strongly believe in seeking first to understand, than making sweeping statements with no basis whatsoever. What is right or wrong should solely be based on hard facts.

Anyway, I would expect to get more unwelcome comments from your readers, as they have previously posted "answer is full of crap, SQ mngt spy?, gets big fat salary and sitting on their arses ....

Boh Tong, have a good day, and thanks for allowing me to comment on your blog.

Anonymous said...

A click or two of the mouse would tell me the names of all the cabin crew on that flight. A cross check with the flight record would also tell me who was the steward working in the complex where ms.Sharmi was seated. Now that I know the name of the steward,I would call and speak to him and if I am still unsure,I will call him to the office and find out he was the one. All these won't take me 2 weeks and even within that 2 week period cc manager still can't establish who the steward was.
Btw I am rather puzzled as to why you as a reader is deeply interested in this particular case. Well if u are from sia cc management and feel the comments from my readers are offending I would hv them removed.
Thank you.
Boh Tong

Anonymous said...

Hi Boh Tong,
Let me assure you that I am not from SIA cc management. As I have mentioned earlier, I am just an outsider interested in reading your blog.

This particular case is rather interesting and I just wanted to analyse the whole situation and find out what could have gone wrong in the handling of such a letter of compliment from a passenger.

Thanks for all your explanation/clarifications. However, what is still missing here is an explanation from the cc manager on why this case was handled in the manner you highlighted. Perhaps,the cc manager has various reasons for doing so which we, as outsiders, are not aware of.

Thank you once again for taking the trouble to explain the situation.

Anonymous said...

BT you were talking about your time which was 5 to 8 yrs ago. Now with the advancement of new technology I am sure it would be even faster to determine who the said crew was.
However, if it was a complaint against a crew perhaps the crew concerned would be singled out with less than a few click of the mouse and in a matter of 1 or 2 days.
ex-cabin crew.

Anonymous said...

wah boh tong,
all of a sudden you write like you are the official public relations for sia......

you got promoted ah?

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