SIA OPERATES TWO DAILY NON-STOP FLIGHTS to Los Angeles and Newark, New Jersey, on five Airbus A340-500s. From mid-May, the aircraft's two-class, 181-seat arrangement will be converted in phases to 100 'business class only' seats. -- PHOTO: SIA

On March 4, Singapore Airlines (SIA) announced that it was doing away with executive economy class seats on its non-stop flights to the United States and making them 'business class only'.

The move has got passengers who have booked executive economy seats miffed. Some, like assistant manager Mohamad Yazid, 41, are also angry at the way SIA handled the switch.

He had paid in full for his $2,746 ticket to New York in December last year.

On March 7, he got an e-mail from SIA saying that his return flight to Singapore in July would be changed to one that transits in Frankfurt. He was also told that his seat would now be a normal economy one. His flight to New York in June remains a direct one.

'I screamed and shouted at the computer when I got that e-mail,' he said.

When he called SIA, he was told that tickets for his original and new flights cost the same.

But economy tickets for the flight via Frankfurt were cheaper in December when he bought his ticket, he said.

'Just because the prices have risen to the same now doesn't mean they can just bum me off to this other flight,' said Mr Yazid.

'They should give me what they promised. I just want a direct flight.'

Financial consultant Geoffrey Ying, 37, is in a similar situation. His return flight from New York in July has been changed to one on a one-stop flight.

'They didn't even call and only sent an e-mail informing us of the changes. Now we're left scrambling to see what other options we have. To get treated like that leaves a sour taste in the mouth,' he said.

Asked about this, SIA would say only that its reservations team was helping with ticket changes.

The airline had said the change to 'business class only' was due to 'consistently strong demand from the premium market'.

Its non-stop return flights to the US, launched in 2004, proved to be very popular, as was its introduction of the executive economy class where passengers get wider seats and more entertainment choices.

Return business- class tickets on non-stop flights from Singapore to New York cost $11,500, while those on the LA route cost $10,500. Executive economy seats cost about $3,200 and $2,600 respectively.

SIA currently operates two daily non-stop flights to Los Angeles and Newark, New Jersey, on five Airbus A340-500s. From mid-May, the aircraft's two-class, 181-seat arrangement will be converted in phases to 100 'business class only' seats. The change for the New York route will be completed by the end of June, and Los Angeles by late September.

Other SIA flights heading to these destinations have stopovers in Frankfurt, Tokyo or Taipei, with travelling times as much as six hours longer than the direct flights.

The move has sparked discussion on online forums like SQTalk.com and FlyerTalk.com. While many said it was a logical business decision, others felt cheated of choice.

Mr Michael Smith, 50, is one of them. The general manager of a law firm wrote to The Straits Times Forum two weeks ago to express his dismay with SIA's decision.

A permanent resident married to a Singaporean, the American travels up to four times a year on SIA's direct flight to New York. 'It seems like they really don't care about the tourist passenger any more,' he told The Sunday Times.

But the move was welcomed by business-class travellers like managing director David Tjio, 37, who lives in Jakarta. He has taken the non-stop flight over 20 times - on his company's account - and has been put on the waiting list for business class a few times because of high demand.

The Consumers Association of Singapore said it has not received any complaints about the matter.

SIA spokesman Stephen Forshaw said that while the airline understood how some customers might be disappointed, 'we have received some positive feedback as well from travellers who welcome an all-business-class service'.

'We have to balance those needs, and have chosen to meet demand from business-class customers,' he added.

chenmy@sph.com.sg

Send your views on SIA's move to suntimes@sph.com.sg

Dismayed

'It seems like they really don't care about the tourist passenger any more.'
MR MICHAEL SMITH, 50, who wrote to The Straits Times Forum two weeks ago to express his dismay with SIA's decision

It's the demand

'We have to balance those needs, and have chosen to meet demand from business-class customers.'
SIA SPOKESMAN STEPHEN FORSHAW