Singapore Airlines

[specuvestor]

Idiot prove or not, in a highly service oriented industry you dont want the idiot customer to make you look like the idiot. My guess is SIA refuse to waive or negotiate down the fee. Strictly speaking no argument SIA is legally right

Bang table of course works if u want him to be a repeat customer. SLS is not expecting repeating customers

It is the nature of the highly service oriented industry: from credit cards to restaurants. Standard Chartered lost me as a customer for past 15years because they did not waive a simple fee. Can SIA afford to do that or it has a value proposition that no one else has?

SIA won the battle but lost the war, if they didn't do anything to appease this non returning customer. Likewise, if they do go all out to waive it for him, it would create a precedent. Either way, the company has to have the foresight to react to such events if they would to turn Sq around.

I understand your frustrations with standchart for not being service oriented, cos 15 yrs ago they are too snobbish to know how to do business in Asia. Without rapport or 关系, nowhere long term business can be done.

Quite recently, SC carried out a mess reduction of headcount prior to alot of hot promotion to capture more account/credit holders. It is a tad too late don't u think for them to recover what could have been a different customer experience for u 15 years ago?

In these kind of service business you don't want to wash your dirty linen in public. The standard protocol is to negotiate with the client first before he makes a racket. Then in the event he brings it out to the open you can say you already gave a reasonable offer which he refused to accept.

Secondly it is always more expensive to acquire customers than keep the customer.

In the past SIA premium is very obvious. Nowadays SIA can't even claim to be accident free, in the face of rising competition from the GCC airlines who are not focused on PnL.

My biggest worry is that people focusing on SIA PnL is missing the significant impact on the 2nd and 3rd order impact on the tourism ecosystem. IMHO the secondary impact is already being shown in SATS and SIAEC.