Singapore Airlines has apologised to Quak Hiang Whai for the disappointing meal he had on board SQ 802 on 15 November 2010 from Singapore to Beijing.
In an email to Quak, its customer affairs manager Dzuraimi Mohamad Taib said: "I would like to apologise for the disappointment caused to you on this occasion. I understand that the chicken meal had run out and there was only the pork meal as an alternative. We uplift our meal types based on past consumption figures as a means to reduce wastage of food onboard our flights.
"Evidently though, the figures need to be revised from your experience. I would like to reassure you that I have conveyed this to our Food and Beverage Manager to review the uplift figures.
"I note that you were expecting our crew to surprise you with some initiative. Certainly, they could have tried doing this versus just providing you the starters.
"As you mentioned, the way to a man’s heart is through his stomach and our crew should have been more sensitive to your needs. We apologise for the lack of proactiveness on the part of our crew. The crew will be spoken to on the importance of looking after our passengers’ needs to the best of their abilities.
"I realise that I am unable to reverse your experience, but as a gesture of goodwill, I would like to arrange for 3000 miles to be credited into your KrisFlyer account. This is just above the number of miles which you would have accrued for your flight. These miles can be used towards future upgrade and award redemption bookings...
"Mr Quak, thank you for this opportunity to follow-up on your concerns. We hope to be of better service to you for our future flights.''
I am glad that SIA has made the effort to address its passenger's disappointment. For the record, Quak did not make the statement that "Stewardess probably didn't know that the way to a man's heart is through his stomach". I did.