When approached for help by customers who have left personal items on board the aircraft, SATS staff from our ground handler - who man the Lost and Found counter - will activate their duty staff to check and try to locate the item. The item, if found, will be sent to the Lost and Found counters to be returned to the customer. If the item cannot be located, Lost and Found counter staff will raise a report and continue to look out for the item over the next three days. The report would serve as a reference for customers to enable them to submit claims to their own insurance company, if they wish. Customers are always updated before the matter is closed.

In the case of Ms Ho's son, this was not done and we unreservedly apologise for the oversight. Although the staff on duty was new, we recognise that this is no excuse. He has been counselled and reminded on how reports on lost items should be handled.

Ong Boon Khim

Vice-President Customer Affairs

Singapore Airlines