SIA wins brownie points for customer care with its TWG goodie bags and apology

Winning hearts all over again is our national pride and joy, Singapore Airlines. Recently, on one of its flights from Bangkok to Singapore, the airline faced technical difficulties on its inflight entertainment system. As expected, the airline was quick to apologise for the issue on board.

But what consumers didn’t probably expect was the token of apology it shared upon landing in Singapore. Waiting with goodie bags at the airport were its staff members with TWG Singapore breakfast (how appropriate isn’t it?).

In a statement to Marketing, SIA's public relations confirmed the news stating that the affected customers were given a complimentary gift from the airline as a token of apology and goodwill. The gift, which was a tea set from TWG Tea, was distributed to each customer upon disembarkation in Singapore.  “Due to a technical issue, the inflight entertainment system on board Singapore Airlines flight SQ977 on 16 January 2019 was inoperable. The flight, which operated from Bangkok to Singapore, was 2 hours and 35 minutes in duration. There were 284 passengers on the flight.

"Affected customers were given a complimentary gift from the airline as a token of apology and goodwill. The gift, which was a tea set from TWG Tea, was distributed to each customer upon disembarkation in Singapore.”

The airline is often known for its incredible customer service, and according to YouGov’s most recent annual BrandIndex Buzz rankings for Singapore, Singapore Airlines topped it once again for the fourth year running.

It was placed firmly ahead of proclaimed world’s best airport, Changi Airport, messaging platform WhatsApp in third, and Japanese fashion retailer Uniqlo in fourth position. YouGov BrandIndex measures the public’s perception of brands on a daily basis across a range of measures. The annual rankings are compiled using Buzz scores from across all 52 weeks of last year. Buzz scores measure whether people have heard anything good or bad about a brand during the previous two weeks.

Meanwhile another study by YouGov BrandIndex last year, Singapore Airlines also emerged the top brand Singaporeans want to work for, attaining the highest score of 61.0. This is followed by Facebook (49.3) and Apple (45.8) which took second and third place respectively.

And while SIA is no doubt raking in the points, its budget airline Scoot has not had the easiest start to the year.

Over the weekend, 295 passengers on a Scoot flight from Melbourne to Singapore had their flights cancelled as the airline needed to be grounded in Melbourne Airport due to a technical issue. According to an article on ST, while some customers were transfered to an SIA flight, others were provided with meals and hotel accommodations. The incident occurred days after a flight from Gold Coast to Singapore had to be diverted due to a fight breaking out where one passenger punched another.