Dear Mr Adam
I am writing to follow up on my colleague’s interim email of 2January 2013, as he is currently away from office. We appreciate your patience and understanding while we carried out our investigations. From our records, we understand that you were booked to travel on flight SQ61 /10 January 2013. We are sorry to learn of the inconvenience caused on this occasion, when you had encountered some issues with our cabin products and inflight meal. Based on our investigation findings, we gathered that the audio function of your inflight entertainment system at seat 2F was not working properly,despite our crew member’s attempts to reset the system. Our crew member had then offered a seat change for you to 1A. We note your comments that you had, however, encountered some issues with the seat control at this seat thereafter. On a separate note, we are also concerned to learn that you had found a strand of hair in your entrée dish.
Mr Adam, we would like to sincerely apologise for the inconvenience and disappointment caused. We would also like to take this opportunity to assure you that we do have established procedures in place to conduct pre-flight checks on our cabin facilities before the aircraft is deployed for operation. However, there are occasions where the systems do not show any tell-tale signs of defects during the checks and they may have developed during the flight. On the other hand, our appointed caterers are expected to comply with the strict quality control and hygiene standards imposed on the preparation and handling of our inflight meals. In addition, our cabin crew is expected to
prepare the meals onboard according to standard procedures which do emphasize the importance of the hygiene and quality of our inflight meals.
Notwithstanding the above, we acknowledge the inconvenience you had experienced in this instance. Mr Adam, we have forwarded your comments on the various aspects of your travel to our Engineers, Food & Beverage Manager and Cabin Crew Manager for their internal follow-up respectively. We will definitely take extra care to ensure that we meet a consistently high level of service and food safety standard.
In addition, as a token of our apologies for the disappointment caused, we would like to offer you a transportation voucher valuing SGD300 ($242). The voucher can be used towards payment of a future flight ticket for travel on Singapore Airlines and is applicable for bookings made directly with us (through our Reservations and Ticketing Office, or our website). You may bring along the voucher to any our Reservations and Ticketing Office for a refund of the value indicated on the voucher once you have a confirmed booking for your future travel.
Once again, thank you for the opportunity to explain. We hope to be of service to you again soon.
Customer Affairs Manager
Singapore Airlines Limited
Thoughts? It’s a very genuine apology and it seems like they certainly did forward the comments on to the appropriate departments. As I’ve mentioned, I’m happy I didn’t pay the average first class fare ($8000+) for this flight. If I had, a $242 voucher would not have made me happy. To put things in perspective, I’ve received $250 vouchers from Delta for non functioning TVs on short BusinessElite flights from JFK-Europe that were much shorter and cheaper. However, the rest of the service was outstanding, I loved many aspects of the trip, and I paid with miles. Hmm…