avm2806

My best in SQ flights in terms of inflight service in the past have been on this sector in Business class. There are a handful of German speaking Singaporeans that ply this route and go out of their way to take care of their customer, so my expectations were a little high.
I ordered a car from my favourite NYC car service, Carmel, to pick me up from New Jersey at 16:30 on this Friday evening, anticipating traffic and a wanting to spend some time in the clubhouse indulging, given that I had kept myself light all day with some yoghurt and fruit. My driver promptly called at 15:00 to confirm my address. He arrived by 16:10, and I was packed so we loaded up. I spent a final few minutes saying bye to my cousins and aunt, since I wasn’t anticipating an NY/NJ trip till April (just got one added for Jan thankfully! CX miles SIN to JFK and 9W Miles EWR-BRU in F and BRU-MAA in C).
We left at 16:25 and it was smooth sailing up until the Holland tunnel and through the city, just as we approached the Manhattan bridge, traffic started to pick up, and it took the two hours I had anticipated. We finally pulled upto to JFK T4 at 18:30. T4 is complete chaos thanks to the likes of all the middle-eastern carriers, Air India and a bunch of others – SQ and VS really seem out of place in this building. I had 3 bags to check in plus two carry-ons (you will rarely find an Indian flying longhaul not maxing their baggage allowance – there is always family and extended family who need stuff, it can get quite tiresome packing). I was flying LH from FRA-MAA on Sunday morning (23 hours transit at JFK), and after conflicting inputs from the Senator desk in the US the final consensus was that if SQ tagged by bags through to MAA they would honor the piece concept, if however I had to recheck-in at FRA, then it was up to the discretion of the check-in desk at FRA. I had some food stuff in one of my bags that needed overnight refrigeration, so I was going to try and have two bags tagged through to MAA and one at FRA. Fortunately I found a skycap, loaded his cart and we headed to the SQ counters
To begin with once I made past the KU check-in counters and found SQ First class counter, I noticed a bunch of people repacking stuff. I was worried since I knew one of my bags was over the 23kg new weight allowance on SQ PC concept flights. Anyway, once we made it to the first class counter, I placed my lightest bag (15kg, with room for goodies from the tegut at FRA) on the scale, produced both my tickets and asked for my unusual check-in request of one bag at FRA and 2 at MAA. The agent insisted she couldn’t check my bags at all to MAA since I was only departing FRA the day after tomorrow. I explained that my transit was less than 24 hours and there was no issue in through checking. Anyway, she was a Thai agent, from TG and requested her supervisor to come and assist and check. While I was waiting, I noticed the Business class agent asking passengers to place their hand-luggage on this scale, even small pieces – I found this quite shocking for a premium airline to be so rigid, but then again this is SQ.
The minute the SQ supervisor came by the tone completely changed. He was apologetic for making me wait, confirmed that he could tag by bags through to Chennai, but that it would be a problem to have one bag at FRA and 2 at MAA, it was either all or nothing. I explained my predicament about the LH two tickets, and the perishables in my bag and he suggested that he would put a manual tag on the bag I needed at FRA and tag the two others to MAA. I consented (a mistake as I would learn the next morning).
My tags were given to me and just as I was about to place my other bags on the weighing scale he insisted not to bother and came over the belt to tag my bags and hand them over to TSA – phew! He then thanked me and said his colleague would handle the rest and proceeded on to check on the other counters. I was given my boarding pass and asked “you know where the Virgin lounge is don’t you?” The tone of the question was evident, because if my answer was no, then the not so nice TG lady would have to escort me there. Not wanting to waste time with her and because I was going to step out for a cig, I quickly said yes and headed outside and then back the less chaotic way, ducking to KU counters, to the VS lounge.
Nikki, my favourite waitress from there, who has also been mentioned with affection in other TR’S by other OPs was taking care of me and by now I was famished. The strip steak is no longer on the menu, so I ordered the Angus burger and a diet coke. Once I placed the order I realized I had forgotten to ask for a change of seat. I was in 3A and prefer a window in row 2. Also, I checked with my agent, while row 2 was available at my time of booking, it wasn’t showing up as a choice online – probably because of mine being a redemption (in keeping with SQ’s old policy of not allowing redeemers into the TPR at SIN T3). I told Niki I’d be back and went back to the Desk. There was one person at the counter and FCL queue was empty. I waited in line, and when it was my turn the TG lady said out loud “oh, its you again.” I decided rather than make issue I’d make a joke and responded “yes, you just can’t get rid of me”. Anyway, I was offered 2D as 2A and 2F were both gone, I decided to stick with 3A and headed back to the VS lounge. I arrived back at my seat to find my drink and food ready, and covered with a napkin. Before I could unveil it, Nikki came by to do the honors and said she’d be right back with Ketchup. I asked for mustard as well, and both of these appeared instantly. The VS lounge was quite full and I was fortunate to have Nikki as my server – she was brilliant.
I still had and hour and a half to go, so I decided to take a break for desert and explore the neighbouring LX lounge. I was intrigued to see how my entry would be handled given other FT’ers experiences trying to get in. I showed by *A FCL boarding pass and the gentleman noticed by *G status and asked to see my card. As I was taking it I enquired as to why this was necessary since I had a Star Alliance International first class boarding pass, which granted me to FCL lounge of any star carrier except FCT at FRA, special lounges at ZRH, MUC etc. and the TPR at SIN. He came up with some BS about this being a carrier lounge and not a Star alliance lounge as I presented my card to him. I was going to make some noise, but invited me into the First class section, which meant unpleasantries were avoided. Nothing to write home about, very average FCL lounge, buffet style dining with limited choices that were quite bad, but nice chocolates and a Nespresso machine. I indulged in two cups and went back to the VS clubhouse which was less crowded now. My bags were in the cloak room there as well. I decided to approach Nikki for advice on desert, between the special of the day a Tres Leches Flan and the Apple and Berry Crumble tart a la mode. Nikki didn’t bat an eye lid in recommending the crumble, so I agreed and asked for an espresso to go with that. This arrived within 5 minutes and was divine – light, fruity and very tasty. The espresso left a lot to be desired and given my high caffeine intake, I decided to give it a miss and go for my second at the Swiss lounge before leaving. Boarding was announced at 8pm, because of the need to go through security, and a quick pit stop at the Swiss lounge for a nespresso and I grabbed a couple of the Swiss milk chocolate bars to go, which were divine. I approached the security line and was very worried given the throbbing mass of humanity trying to make it through TSA’s check point. Fortunately there was a discrete priority line which I entered, just ahead of a family of 4. The KU crew barged in and made this is a slower process, but such is life. Just as I was approaching the belt, I was hustled to another line, which was longer. When I tried to return a TSA guy screamed at me “you moved, if you don’t like the line, deal with it!”. In any other city this rudeness would have been unacceptable, but hey, this is New York. I made it to the gate which was at the far end of the terminal by 21:40, but I wasn’t concerned since many an SQ boarding pass was spotted in the security much behind me. I was the 3rd of 8 first class passengers to board. I noted that 2F was vacant, and waited in hopes that it would remain that way since 3C and 3D were occupied. As a cabin, the 12 Sky suites do feel a little cramped in comparison to say CX’s old 12 seater first class, but the seat itself is brilliant – I believe SQ’s new FCL on the 77W’s is a horrendous seating experience. It may be a great bed, but as a seat lacks the flexibility with limited recline, needing to flip similar to VS to go into bed mode. On 16hour transpacific flight, the seat is very uncomfortable for sitting and dining, needing many a cushion to prop oneself up.
Anyway, once on board I made a few obligatory phone calls saying farewells to family and college friends. Newspapers were being distributed, and since I was on the phone I was missed and also forgotten. It took ten minutes for someone to approach me with a hotel towel and a drink order, after my phone was switched off and stowed. Not looking good in terms of efficient SQ service that I expected from this route. I waited to see if I would be offered a newspaper or magazine and noted that those who boarded after me where shown the rounds while I wasn’t. Door 1 was closed once all 8 passengers had been occupied, and I think a couple had moved from 2F and 3F to 4CD to sit next to eachother. I also went to the washroom and a sink was clogged, not draining and reading lights weren’t working on half the seats. I enquired with the IFS who showed me on board whether I could switch to 2F, he said yes, but only for this sector, as if he was doing me this huge favor. I told him I was only flying to Frankfurt, so there was no issue. Once I moved, without any assistance from the cabin crew, who were harrowed as if this was a full flight, which it wasn’t, I was given a menu and the safety briefing began. I had also asked for an M size sleepsuit on boarding, before they ran out of all sizes, and this was brought to me. My drink order (yes Moomba, I did you justice – Krug it was). I also requested to have a word with the IFS after take off. I got out my B&O head sets and set them up for Krisworld, since I knew the AVOD would be on, but headsets would not get distributed till after take off. A short taxi later and once again I felt the magnificent thrust of all 4 engines. Once airborne, I began watching a TV episode which I had queued up to the right point during taxi.
After take off, amenity kits, socks, eyeshades and slippers were distributed. I was given the smaller size and requested for the large slippers. Shortly there after the Krug was brought along with macadamia’s and honey roasted walnuts. Headsets were not distributed till 20 minutes after the seat belt sign had gone off. (SQ’s safety policy means that headsets can not be worn during take off and landing, which I can appreciate, however they usually are the first thing to be distributed, not in this case). The Krug was not cold enough so I had requested that they stick on some ice, since I liked it really cold and I was the only person drinking it (all other champers drinkers were on Dom for some reason). The IFS approached me to enquire on my request to speak with him. I explained that my first flight on SQ was when I was 6 weeks old, and I have grown up flying with them between MAA and SIN and I was so disappointed to see the way in which their attention to detail had declined. I event went to so far as to tell him that when compared when almost all other airlines they were still excellent, but compared with what they used to be they are not a fraction of their former self. I went on to explain how I wasn’t given newspapers, how headsets still hadn’t been distributed by that point and I had to resort to using my own etc. etc. He was very apologetic, thanked me for my feedback and from then onwards the service moved to being stellar. I even mentioned this to him on deplaning. I find when SQ crew are politely informed that they are not living up to your expectations, they usually react quite quickly, because they are not used to hearing any negative feedback. When compared with CX crew who are right there, always.
A simple comparison, when I was on board at HKG on the way to SFO, on CX – I was again on my cell phone. The SP was walking with the papers, caught my eye, and without making a noise placed them in front of me to select and cleared them once I had chosen my IHT and WSJA, without the slightest disturbance to my phone call.
I know it sounds crazy, but it is this attention to detail that made SQ what it was 15 years ago, and is making CX today.