SIA's quick reversals show it is listening to ground

A Singapore Airlines aircraft at the Changi Airport. PHOTO: ST FILE

[WE HEAR YOU]The slogan "A great way to fly", and living up to the expectation it evokes could only come from a company that is truly caring and dynamic. A company that communicates with its customers. A company that listens to its customers. (SIA: A new way to fly, Jan 11; SIA headed the wrong direction, by Mr Peter Loon; Feb 3).

For a company the size of Singapore Airlines (SIA) [SIA]to embark on a major business transformation effort is no mean feat, and an arduous task.

As SIA undergoes its transformation and restructuring, it is to be expected that the company will test new business ideas, values, policies, and directions. Occasionally the situation on the ground may be read wrongly and assumptions may prove false.

But the quick reversal of its recent business policies, for example, not to charge economy customers a credit card fee, and to do away with the auto-inclusion of travel insurance, is the hallmark of a company that listens intently to its customers and the markets, and makes quick positive corrections.

Let's give SIA the encouragement it needs, and continue a positive dialogue with our national carrier.

Andre Mikail Johns


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