Bouquet: Friendly staff despite glitches

Friendly staff despite glitches

Last month, I tried to make a redemption booking through the Singapore Airlines website, but the system did not allow me to do so.

I contacted the airline and a customer service officer managed to complete the booking for me. I was also told that there had been technical glitches with the website.

Earlier this month, I tried to make another redemption booking and, again, I was unable to complete the booking.

I called for assistance again and talked to two customer service officers for more than two hours. They tried to help me but were also unable to. Finally, a supervisor managed to complete my booking.

Unfortunately, the flights I wanted were unavailable by then. The supervisor then offered me alternative flights. However, these flights did not fit my schedule.

The following day, I received a call from an SIA customer service officer to inform me that they had given feedback to the IT department and that the technical problems would be fixed by the end of the month.

I thank all the staff for their assistance. It must have been difficult for them when the system was not cooperating.

Tan Joo Seet

A version of this article appeared in the print edition of The Straits Times on February 26, 2016, with the headline 'Bouquet'. Print Edition | Subscribe