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Tuesday, 22 September 2009

SIA's inflight service isn't.......

Many have told me about the decline in SIA's inflight service.They said CC are not like they used to be. I hate to believe that they are correct.I sincerely hope they are wrong. Examples they gave were: not helpful during boarding in the stowing of paxs' hand carried baggage,lacking in smiles,do not do PR with paxs who were not watching movies and who were bored,does not take the initiative to collect and re-distribute the limited newspaper/magazines for other paxs,does not serve drinks as often as before during the lull period, disappears after the meal services,IFS does not visit the economy class,crew talked loudly among themselves etc etc.....
What have gone wrong if the feedback is true? Is it the attitude of the new generation of crew or is it due to poor training and monitoring?
A friend of mine told me that on one of his flights with SQ,a senior steward who was a head taller and about 30 years younger than him stood a meter away from him while he was struggling to stow his baggage. No assistance nor efforts was shown towards my friend who incidentally had an injured arm.
He also told me this steward served him coffee in a stained cup.Throughout the flight,this guy don't even talked to any pax except a pretty looking lady.
There were other feedback but I choose not to blog about them lest I step on people's toes

11 comments:

Ex Cabi Crew said...

These days the cabin crew has tat "bo chup" attitude.Why u may asked? I blame it on training.The inexperienced snr crew are now conducting training.They are just getting by knowing they lacked the experience as well as the discipline to correct the crew.There are other reason too,too many to tell here.

WorldPeace said...

What brings down an organization?
I have experience with my own ex-organization. When seniors do not teach the right thing, juniors follow. When seniors do not enforce, juniors wouldn't care.
Day by day, standard goes down and this is when problem comes in.

Anonymous said...

BT you should know better how many crew had permanent back injuries due to helping Pax with their bags fill with Gold Barsss... I guess the moral in Cabin Crew is low now ... that's why the attitude also different.

Boh Tong said...

Come on la cc shld at least make an attempt to help not just stand and look pretty mah. Backache so cant help shd quit lor

Anonymous said...

Pax with injured arm should not carry bag that aggravate injury.If they do, then they are foolish. They should repack bags so that they board with lighter bags. Then they will have a happier travel experience.
Why blame service people for everything?
If the injury happen just before boarding, then pax should let boarding gate staff know and arrange for assistance or medical help.
It is amazing how people become instant handicap when they see SQ logo, staff and crew.
Maybe we should offer to cut and portion your friend's meal and feed him too, just because he injured his arm.
Be a man and take care of yourself.
The airline is a transport service.
Unfortunately, the management wants to give the illusion of boundless service.. with the advertisements showing soft focus FSS... ( which by the way helps to hide the lang-ga cases)...

It is not the crew.

Which comes 1st? good service or good customers?

Anonymous said...

The fault lies with the management, soft approach does not work at all. i believe it is not the senior does not want to coach them.....often it was back fired by e mail and you are invited for coffee at STC.

Anonymous said...

The fault lies with the management, soft approach does not work at all. i believe it is not the senior does not want to coach them.....often it was back fired by e mail and you are invited for coffee at STC.

Anonymous said...

"..The fault lies with the management, soft approach does not work at all. i believe it is not the senior does not want to coach them.....often it was back fired by e mail and you are invited for coffee at STC..."

Very wise and well said. The above is true and understand the ground.If the Snr crew wants to maintain a very high standard of service, they must show the way and do it 1st. Sometime, its not possible as open mouth is easier then doing it. Furthermore, to attain a superior standard of service, the Snr crew must think out of the box and refine what they know through experience. But the jnr crew will then throw the black and white, and then nothing can surpass what is asked of the crew. So service will stagnant and be very very consistent. No difference from the other airlines.

Anonymous said...

CC hv been pro-active with stowing of bags for young/elderly pax (the needy). Able bodied adults male/ female must be able to stow it themselves, else might as well get the crew to stow all the paxs bags. the No. of injuries to crew for helping out is enormous & growing, not to mention 3-9mths medical leave. Who supports them with finances then. Wld the complainant dare to ask one of those US CC, cos they know their rights. Be a responsible customer

Anonymous said...

yes i think it's only fair for the paxs to be considerate & to repack their carry on baggage and not bringing everything they dont need onboard, it's not only unfair to the crew but other paxs as well. Some paxs always have this mentality that they paid so much for the air ticket, it's only right for the airline & crew to do everything for them. Some (i had seen able bodied pax) would just leave their baggage on the floor, signal to the female crew to bring it up for them. I think the minority asians really need to have a higher EQ.

Anonymous said...

Yes. Paxs think that CC are their maids. Maybe they live on illusion and think that CC of today are the same as yesteryear.We must also take care of our health la.They carry heavy bags, then they shld be responsible for their belongings la.