As Madam Chris Lim Hong Buay has highlighted, our investigations showed that the individual who cancelled the booking did so via the "Manage My Booking" tab on singaporeair.com ("Hacked flight booking a security risk"; Thursday).
Booking information can be retrieved using information unique to a customer's identity and booking record, which is in line with standard industry practice.
While we were unable to establish the intent of the cancellation of Madam Lim's booking and the identity of the person who did so, we have rendered full cooperation to the police in their inquiries.
We regret that this incident occurred and we apologise to Madam Lim and her travelling party for the inconvenience caused to them.
Singapore Airlines takes the privacy of our customers' data seriously.
We take all reasonable measures to ensure that such information remains safe and protected, and we carry out regular reviews to continue providing a secure online user platform for our customers.
Gillian Chew (Ms)