Hours after I posted Ricardo Rodrigues' complaint to Singapore Airlines about an unhappy encounter he had on board SQ 637 from Narita to Singapore, its customer affairs manager Lindy Lin replied to him:
"Dear Mr Rodrigues
Thank you for speaking with me over the phone yesterday. I have since brought your case up to the attention of my Senior Manager.
Informatively, Customer Affairs department is specially set up to handle
all customers' feedbacks and therefore it will be the central point of contact for our customers and other departments. As such, while we can empathise with the experience you have related to us, we are regrettably unable to provide you with a personal letter of apology from the crew member or allow you a personal meeting with him.
Mr Rodrigues, I would like to reassure you that we will certainly take stern action against this crew member if it is found he had behaved inappropriately and unprofessionally. The incident will be recorded in his file and his performance will also be monitored. We will strive to ensure that a similar incident does not recur as well. I would also like you to know that I will personally follow through with this case and the investigations with our Cabin Crew Manager.
Please accept our sincere apologies for the poor experience, Mr Rodrigues.
Customer Affairs Manager"
Well, the ball is now back in Ricardo's court.