Waitlists, service levels, etc - Less and less keen on SQ…

[EdB]

Long time lurker but new member here… and starting with the sad tale of lost love…

I’ve been a PPS since arrival in Singapore and had a very good first two years of membership – never an issue with wait-listing and generally very good service both on-board and on the ground.

Since introducing of Value (circa), things seems to have taken a turn for the worst… as a way of background, had a spend with SQ of circa S$90K year one, S$75K year two and this year will be closer to $30K due to travel patterns and the issues below – my total spend hasn’t changed and is around S$150K per annum as I tend to fly to destinations not well served (LATAM for example). Mix of business and leisure and on the road about 130 days per year.

Overall, I see a degradation of the service ethos of the airline – on the ground, a lot less attention to important aspects such as wait-listing – in the past 3 months I haven’t cleared a single one… various excuses but I can’t imagine there are that many Solitaire more than last year…?

Lounges are also getting worse – I’m not finding T3 of high interest – very light on amenities and awkwardly located if flying out of B gates.

On board, starting to see many small lapses – broken glasses, crew seems less engaged, food is getting worse… On a recent flight I was the first to walk in and stumbled upon two cabin crew having a cup of coffee in the seats, one of them telling me “you’re not supposed to be here” then realizing he probably wasn’t…

So pretty much disappointed – it seems that a quest for more profits is having a direct impact on many aspects which are relevant to frequent travelers.

I’ve started taking more flights with LH and others (even KLM, which I won’t be doing anytime soon again) – basically not very bothered about SQ even on routes where they operate – I’d rather have an average flight I expect, that a constant source of disappointment….

Odd to even admit this

[MAN Flyer]

Welcome to SQTalk, EdB.

An increasing number of pax share your frustration with how some things have gone in the last year or so, especially the treatment for QPP's and TPP's. I agree waitlist clearing seems to have got worse for us in this 'more exclusive' club they keep telling us about.

I suppose we should have expected this with the changes brought in last year, but it's the arrogance and the way they handled it that rankles the most. Trying to spin it as being of benefit to us when it was quite clearly a blatant cost cutting exercise (evidenced up by the new restrictions introduced at the same time) was quite frankly embarassing.

One thing I would disagree on is the belief that the on board service has deteriorated. I feared this with the whole cost-cutting ethos of the company kicking in but I am pleased to say I find the crew still as good as ever and a joy to fly with. While they have not thought twice about doing many other things to p*ss us off, they have been smart enough to ensure the on board experience is still the best around.

While they still have the fabulous crews they will remain in pole position IMHO. However, if they mess around with this and start trying to find petty ways of saving money here, they may find themselves with a problem. However, I agree it would have to be particularly bad to drive you to KLM.

As for T3, having been through there a dozen times I really like the terminal itself, but the SKL F lounge is a huge disappointment

[EdB]

Thanks for the welcome!

So basically we agree petty much across the board - as far as in-flight, I wouldn't qualify it as bad of course - actually it still feels like home after a long trip.

Nonetheless I see less polish - newer and less trained crew members.

They have a long way to go before they become another non descript airline (Iberia, KLM etc...) or worse, a US-type airline from an in-flight service perspective... but I find the fact they are on more of a downward slope disappointing in itself...

It’s a very fundamental error to think loyalty is bankable forever…

[LionCity]

Thanks for the welcome!

So basically we agree petty much across the board - as far as in-flight, I wouldn't qualify it as bad of course - actually it still feels like home after a long trip.

Nonetheless I see less polish - newer and less trained crew members.

They have a long way to go before they become another non descript airline (Iberia, KLM etc...) or worse, a US-type airline from an in-flight service perspective... but I find the fact they are on more of a downward slope disappointing in itself...

It’s a very fundamental error to think loyalty is bankable forever…

I agreed with Manflyer that the service onboard is still good and they also a fair number of ground staff that are focused on giving good service. Believed part of the reason for the long clearance of wait list for TPPS and QPPS is the demand for air travel is extremely high and achieving above 80% in many sectors. Demand for C/F seats are also in big demand.

I think the cost saving measures taken by SQ could possibly driven by the large shareholder and managers are measured by KPIs. Loyalty programs and quality of food/beverages/other items are cost incurring and hence does not show a direct connection to increase in revenue. In a high revenue environment, it is actually less considerations for loyal customers.

If SQ is primarily focused on hardware improvements for 777W and the Whalejets to satisfy her customers, I think it is not entirely true...as you could see the feedback from EdB.

I think SQ should forget about marginal savngs...it is hardly seem on the bottom.

[Singapore_Air]

Just a comment on waitlisting, Premium cabins, especially on long haul routes are basically full at the moment even with this US slowdown and pending recession, higher interest rates etc... etc... etc....

[super bean flicker]

Regarding the waitlisting... I've got on every single flight I've needed to over the past 12 months with a KF*S (upgraded to KF*G in Dec07) status. But then again I suppose it depends if you are willing to settle for Y class.

[LampStack]

I think this is merely a sign of the economic times, with high fuel and labor costs, airlines are working harder at trimming all costs.

EVA Air (BR), for example has eliminated first class to adopt more of a "Southwest Airlines model" approach in my opinion.

CX has fares nearly as high as SQ at somewhat lower quality, as they face the same issues of increasing costs.

The bottom line is that things are getting significantly more expensive for the mid-upper level air passenger.

fclass

[HUGE AL]

Welcome to SQTalk, EdB.

...even KLM, which I won’t be doing anytime soon again...

[YK@HKG]

With the recession almost inevitable in the US, which could spread to many other countries, cost-cutting might perhaps turn out to be a wise decision for these airlines?

The food in CX's C-class is atrociously bad as I have complained in the other thread....and there's no hot towel in Y since last year.

As for SQ, it has been quite sometime since I flew with them (SIN-HKG on C back in July 07)....and as far as 2007 is concerned, I am fine with their inflight-service.

[LHR]

Regarding the waitlisting... I've got on every single flight I've needed to over the past 12 months with a KF*S (upgraded to KF*G in Dec07) status. But then again I suppose it depends if you are willing to settle for Y class.

Agree. My problem with clearing waitlists is with J. Never had any problems with Y. I guess it is because I am a non-PPS trying to get into the inner sanctum that is Business and First.

[milehighj]

Agree. My problem with clearing waitlists is with J. Never had any problems with Y. I guess it is because I am a non-PPS trying to get into the inner sanctum that is Business and First.

I have to say that clearing waitlists for J, particularly to/from Europe, is becoming an increasing PITA. The shortage of capacity is huge.

As a QPP I was waitlisted on ZRH-SIN for several weeks, and only cleared about a week before I flew -- and this was not on my preferred flight timing, which never cleared.

[N_Architect]

I have to say that clearing waitlists for J, particularly to/from Europe, is becoming an increasing PITA. The shortage of capacity is huge.

A bit of thread revival, but it's the first time I'm waitlisted so trying to find what the heck is going on with his thing.

Booked it today and I am 7th on the waitlist (J class, 772ER, SIN-ATH in early summer... damn recession and route cancellations...); will wait patiently, of course, to clear. Ticketing time limit is one month before the flight.

Was told by one of our senior managers here that best is to call them as the time to fly approaches and mention that if it won't clear I'll take my business elsewhere, that's when your status can indeed make a difference (but I am not so sure it works exactly this way, to be honest). He is actually *A (SK, I think) and he did this once over the phone and got a seat instantly, but he was waitlisted in Y at the time (SQ ICN-SIN).

I know not much can be done about it, but if anyone has any comment/advice other what has already been said, I'd appreciate having it. Seriously debated taking LH, QR or even EK, to be honest (EK is approx 40% cheaper compared to SQ [as usual], and with daily flights to ATH [compared to 2x week SQ recession-extended 'winter' schedule)...

[SQFAN]

A

I know not much can be done about it, but if anyone has any comment/advice other what has already been said, I'd appreciate having it. Seriously debated taking LH, QR or even EK, to be honest (EK is approx 40% cheaper compared to SQ [as usual], and with daily flights to ATH [compared to 2x week SQ recession-extended 'winter' schedule)...

My waitlists have not been clearing of late since my demotion. Instead of checking daily hoping that the waitlist clears, I've decided to book LH. So, that's me sorted.

[SQ LPP]

My waitlists have not been clearing of late since my demotion. Instead of checking daily hoping that the waitlist clears, I've decided to book LH. So, that's me sorted.

Come on now.. do more research.. looks like SQ has lower loads between SIN and LHR. Availability for J on A380 for SAVER AWARD has been spotted... even on NH tools. Better go back to the drawing tables.
Oh, does it mean the next A380 won't be the third A380 for LHR I guess.

[SQFAN]

Come on now.. do more research.. looks like SQ has lower loads between SIN and LHR. Availability for J on A380 for SAVER AWARD has been spotted... even on NH tools. Better go back to the drawing tables.
Oh, does it mean the next A380 won't be the third A380 for LHR I guess.

The lower loads I seem to see are ex LHR. Despite that, it did not clear on the date I wanted ex LHR . Am still waitlisted ex SIN on 1 Feb. Me and 744 are buddies. A380 does not me.