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An example of Singapore’s exceptional customer service

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An example of Singapore’s exceptional customer service

There’s no doubt that Singapore Airlines is known for their exceptional customer service. However, when we were in Beijing checking in for our flight to Singapore I was a little distracted and set my GoPro down on a ledge attached to the check-in counter. It was on the passenger side and out of view from the desk agent. We were all very excited and juggling several items a piece when I realized that we didn’t have any cash leftover and we had an escort assisting us through immigration and to the lounge. This isn’t some sort of crazy, expensive service we did, but rather part of the car service that the JW Marriott provides. As the Singapore Air desk agent was tagging our bags I nipped over to a nearby ATM to get some more cash. When I came back our bags had been checked in, and I was given our boarding passes with BIG GOLD HEADERS that said SINGAPORE SUITES. I high fived my folks and was so excited and distracted that I left my brand new Hero 5 Go Pro sitting at Check in. AHHHHHHHH.

We were going through security when I realized. OH CRAP! Then it hit me…check in. I rifled through my Iphone and found the evidence.

I had GoPro’d everything about the trip so far. Yeah, it would have SUCKED to have lost the actual GoPro, but it was the footage I was freaking out about. This was a once in a lifetime trip!

a woman at a check-in counter

So what happened?

Our escort scurried to a phone and called the desk. What did we find out? Singapore had already found it and they were bringing it the gate. They knew we’d left it and had already made plans! How amazing is that!!!!

We arrived at the gate and one of the crew members handed it off to me like an Olympic baton. Talk about service.

a room with a tv and a table

It’s no wonder Singapore is consistently regarded as one of the best airlines in the world.

 


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Flights:

  • Boston to Beijing
  • Beijing to Singapore
    • Singapore Airlines Suites A380 Beijing to Singapore ($3k)
  • Singapore to Bali Roundtrip
    • KLM Business Class 777-200 Singapore to Bali ($400)
    • KLM Business Class 777-200 Bali to Singapore
  • Singapore to Dubai
    • Singapore Airlines First Class 777-300ER Singapore to Dubai ($4k)
  • Abu Dhabi to Cannes, France
    • Etihad Airways First Class Apartment A380 Abu Dhabi to London ($8k)
    • Etihad Airways Business Studio A380 Abu Dhabi to London ( $3500-5k)
    • British Airways Club Europe A321 London to Nice
  • Cannes, France to Dallas
    • Lufthansa Business Class A321 Nice to Frankfurt ($10k)
    • Lufthansa First Class A330 Frankfurt to Dallas

Hotels:

  • Boston
    • Intercontinental Boston ($450)
  • Beijing
    • JW Marriott Beijing, 1 Bedroom Suite ($450 for 5 nights)
      • Club King ($250)
    • Singapore
      • Crowne Plaza Singapore Airport, 1 Bedroom Suite ($300)
    • Bali
      • Mandapa, Ritz Carlton Reserve 1 Bedroom Rice Paddy View Villa ($600/night)
      • Conrad Bali 1 Bedroom Ocean View Suite ($400/night)
    • Singapore
      • Intercontinental Singapore ($400/night)
    • Dubai
      • JW Marriott Marquis Dubai, 1 Bedroom Executive Suite ($450)
    • Abu Dhabi
      • Ritz Carlton Abu Dhabi ($300)
    • Cannes, France
      • Intercontinental Carlton Cannes, France ($300)
    • Dallas
      • Grand Hyatt DFW ($150

Lounges

  • Boston
    • British Airways Lounge Boston Logan
  • Hong Kong
    • Cathay Pacific Business Class Lounge
    • Cathay Pacific First Class Lounge The Wing
    • Cathay Pacific First Class Lounge The Pier
  • Beijing
    • Air China First Class Lounge
  • Singapore
    • DNata Lounge
  • Bali
    • Garuda Indoneisa Business Class Lounge
    • Premier Lounge
  • Singapore
    • Singapore Airlines First Class Check-In
    • Singapore Airlines Business Class Lounge SIN
    • Singapore Airlines First Class Lounge SIN
    • Singapore Airlines Private Room SIN
  • Abu Dhabi
    • Etihad First Class Lounge
    • Etihad Business Class Lounge
    • Etihad Shave Experience
  • London
    • British Airways First Class Lounge LHR Terminal 5
  • Nice
    • Living Room Azur
  • Frankfurt
    • Lufthansa First Class Lounge Frankfurt Terminal A

TIPS:

Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed or approved by any of these entities.

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7 Comments

  • ken July 15, 2017

    changing award tickets is one thing but try to fly on revenue and deal with SQ. And just googling wouldn’t prove anything. Once you fly a lot, you learn the corporate culture of each airlines, and internal rules about handling customer service related issues. How many times have you flown SQ on revenue?

  • ken July 2, 2017

    I am not sure if you would call it customer service. Maybe ground staff or crew? I think they are good. Or maybe I imagine something different when I hear customer service. I think SQ is famous for its crew on board but I am not sure if the check-in staff in different airports are famous for their service. Most of them are not SQ staff. In terms of customer service, as in the ones who deal with problems, are actually not so good as far as my and my friends’ experience. Have you ever had any issues with SQ before and tried to resolve it? And can you tell me which source you are using if SQ is “known for exceptional customer service”? If you fly First or Suite once on miles, you probably won’t have a good grasp of the airline. Once you fly a lot and deal with them when they have problems, you will learn about the airline.

    • Miles July 2, 2017

      Ken – Thanks for reading, but I think you’re parsing the definition of Customer Service, and my intention was to validate the experience I’ve had with them from ticketing to flying . I’ve dealt with Singapore Reps A LOT while booking tickets, changing tickets, pricing tickets for their metal and partners etc. I’ve had great experiences every time I can recall. If you google Singapore Airlines customer service it’s the tops of list after list after list. For instance…http://www.travelandleisure.com/airlines-airports/worlds-best-airlines-customer-service#singapore-airlines – sounds like you’ve had some bad experiences and I certainly haven’t flown them as much as you have, but subjectively I’ve been pleased with their service as a customer.

  • cmk July 2, 2017

    Whatever these Asian airlines did to service customers, I still prefer our big 3 (AA,UA,DL) always keeping enhancing their products, every few months they publish something new to bring that focus to light. Although the seats keeps getting smaller, while tickets costs more, I know we have more options and choice to select what we want. Long live the big 3!

  • BK Tan July 2, 2017

    In the interest of improved health and safety with the crew and passenger in-mind.

    [Whilst most Corporate Policies are drafted with the intent of achieving optimum operational efficiencies, there can be the odd occurrence of policy encroaching on society, leading to burdens borne by the public.

    During a recent 30 hour journey to the States, I penned the following piece, which expresses my personal opinions of the Cabin Crew Appraisal System [https://www.facebook.com/AIRLINESECRETS/photos/a.1581236772149335.1073741828.1580734692199543/1935199493419726/?type=3] currently enforced.

    For no other reason than “Corporate Social Responsibility”, I had, with all good intent, suggested that the airline re-visit its policy and evaluate its effectiveness addressing concerns objectively; whilst bearing in mind passenger health and safety as a sub-factor, but no less this being an important element at play.

    After all, similar intent was made last February 14th, 2017 when Straits Times’ Aviation Correspondent had published an opinion on the matter of medical leave [http://www.straitstimes.com/opinion/sia-needs-to-rethink-its-position-on-mcs], which prompted me, in my capacity as a concerned member of the public, to encourage the same [https://www.facebook.com/photo.php?fbid=10154344726327285&set=o.6352578678&type=3&theater]

    With sufficient opinion having been expressed to-date, let’s all hope for a much positive outcome. 🙏

    Safe travels, all. 😘✈️🇸🇬🤜🤛]

  • Gary Leff July 2, 2017

    I once left my camera onboard a DPS-SIN flight. By the time I realized it I was already in the lounge waiting for my connecting flight. I mentioned it to an agent in the lounge, she went away and came back to find me a short while later and let me know the camera was found — and would be waiting for me on the jetway when I boarded my next flight.

    • Miles July 2, 2017

      Gary – amazing story and just shows their consistency. We always felt like service wasn’t obligatory, but something they took pride in delivering from start to finish. Thanks for your input and reading! Much appreciated.

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