The Hindu Business Line : Singapore Airlines writes in

With reference to the article `Different Strokes for Different Folks' by Radhika Chadha (published in the BrandLine edition of February 22, 2007), Gunjn Chanana, Public Relations Manager (India), Singapore Airlines, writes:

The article has some factual errors and portrays Singapore Airlines in a damaging way.

It mentions that a complaint was sent to Singapore Airlines but received no formal response. We would like to place on record that a response was sent to the complainant, in this case the writer herself, on February 13, 2007.

It is very unfortunate that this incident occurred but the article does not give a very balanced perspective and presents only one side of the story. Furthermore, pegging the article on Singapore Airlines alone is quite unfair. Our letter clarifies that airport authorities assign the allocation of the gates and parking bays and these things are beyond our control.

We would also like to state here that Singapore Airlines has won many awards and accolades across the globe for its in-flight services as well as hospitality and our services are consistent across continents. The article directly taints our image in the industry. Radhika Chadha replies:

With regard to Ms Chanana's letter, I wish to point out that there are no inaccuracies in my article - my boarding experience on that occasion was as described. If the allocation of gates lies beyond an airline's control, it is even more vital that there be supportive ground staff to guide passengers and monitor a messy situation: this surely lies well within the airline's control. As the article mentions, Singapore Airlines is definitely one of the better-run airlines, and it is precisely because of its usual impeccable service that such an aberration becomes more surprising and disturbing.

Subsequent to my writing the article, I was pleased to receive a reply to my feedback from Singapore Airlines, in which it expressed regret for the experience and affirmed a commitment to work on reducing customer inconvenience in similar circumstances. I was also happy to note that Singapore Airlines took such consumer feedback seriously, with a view to consistently providing the kind of experience that is associated with its brand.

Do send in your suggestions, queries and feedback to mailto:brandline@thehindu.co.in

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