Choices have increased, other airlines have narrowed the gap, business travel in business class has certainly reduced, but SQ PPS customer service still behaves like they have nothing to worry about.

Wanted to change my award redemption nominees from the website. I am sure I did it yesterday, but the change did not show up today. And I've been locked out - can't change nominees for six months, the website says.

I call up customer service and the extremely rude lady says try again and again. After a few times I ask if she can change it online, if I give the details on the phone. Sorry sir, she says, print out the form and send it. I say I am overseas, a printer and fax machine not handily available. Isn't that the whole idea of PPS club service - people could be calling in away from home base where sometimes its a hassle to print and fax stuff ? She just repeats - "...sorry sir, you have to fax it in".

I know this has been mentioned here 100x times, but its worth repeating - SQ customer service on the ground is extremely extremely poor.