Travel days are stressful and, when unexpected delays foil your plans, it can take great restraint to keep from making a scene with airline representatives.
What sets some airlines apart from others is customer service, and one airline managed to go the extra mile in making an inconvenienced passenger feel like a valued customer.
After a Xiamen Airlines plane overshot the runway at Ninoy Aquino Airport in Manila on Friday, Marvin Tomandao was among thousands of passengers affected.
He and his niece, who was flying for the first time on her birthday, were stranded at Singapore's Changi Airport after their flight to Manila was delayed — twice.
Instead of ignoring the anxious customers, the airline treated everyone as if they were First Class passengers.
Singapore Airlines is top notch. Service standard bearer for the industry https://t.co/ABjcDpSOIu— The Management (@The Management)1535117334.0
In a detailed Facebook post, Tomandao talked about how Singapore Airlines accommodated the passengers inconvenienced by the delay.
There were apologies, refreshments, and more to offset what could have been a miserable time waiting at the airport.
1. Singapore Airlines Manager Haziq Sulaiman would go to the mic every so often, to deliver clear updates about our flight and the situation in Manila. He would apologize at the start of every announcement, as if the NAIA runway overshoot was his fault.
2. Right after the first announcement of delay was made, SQ rolled out unlimited sandwiches, muffins and drinks.
3. A little later, we were all instructed to line up for a one-by-one instruction about our accommodation for the night.
4. We were all given five-star hotel rooms, buffet dinner and limo cab service to and from the hotel.
5. Three SQ Managers were at the hotel lobby, early in the morning, to facilitate our swift checkout and made sure we get cabs to the airport.
6. When we arrived back at the airport, they provided special lanes for the cancelled Manila flights, making sure we checked in the fastest.
7. Back at the boarding gate, again, unlimited sandwiches, muffins and drinks.
8. An announcement about another hour and a half delay was made. Right after the announcement, we were given a $15SG voucher each for breakfast at specifically appointed restaurants.
9. Before flying, all passengers were given a flight delay survey, to help the airline assess how they handled the situation.
10. Upon clearance to fly, a number number of SQ Managers lined up on our way to the plane to apologize for the last time and wish us all a pleasant flight.
People will recognize exceptional customer service, and may share their positive experiences on social media. Other flight companies could take a cue from Singapore Airlines and recognize that treating customers with respect is a worthwhile investment.
These former customers agree.
Once again, @SingaporeAir, a Great Way To Fly, even when on the ground https://t.co/0SK1Hm1VXF— Mr Miyagi (@Mr Miyagi)1534985317.0
Another former customer of the beloved airline joined in the praise.
45 min delay leaving Auckland so Singapore Airlines shouted lunch and a wine. Superb service! https://t.co/m5DSGykllK— Glenn Watson (@Glenn Watson)1479338464.0
@getnoticed Now that's what I call service👍🏼— Gary (@Gary)1479341681.0
Singapore Airline is known for their top-notch service even among Economy Class passengers like Tomandao and his niece, according to Inc.
Unforeseen delays will always be a bother, but it doesn't take much for airlines to make customers feel valued before taking off.