SIA boss apologises for website “issues”

15 Jul 2011 by BusinessTraveller
Singapore Airlines' CEO has posted an online apology for the technical problems that have arisen as a result of its recent website revamp. A post on the carrier’s homepage entitled “A message to our customers” links through to a “sincere apology” for issues arising from the launch of the new website on May 22. The revamp has been the subject of much debate on the Business Traveller forum, with one poster describing it as “impossible to use” and another saying that “awful is an understatement”. The post from SIA’s CEO Goh Choon Phong said that “As with all new initiatives that we undertake, the intention behind the website revamp was to improve on our customers’ experience with us”. However he conceded that the new site had instead “caused much aggravation for many of our customers”.

“We have committed full resources to resolving the website problems and have made significant progress in rectifying many of the defects,” said Choon Phong. “We will continue to relentlessly pursue all other outstanding issues.  An in-depth investigation as to how the issues that arose went undetected is well underway, and we are treating this with utmost importance.

“At Singapore Airlines, we strive to put our customers at the centre of everything we do. I am well aware that there is a wide range of travel options to choose from, and thus, am grateful that many of you have continued to support us. We do not take this for granted.

“Thank you for your continued patience during this period. I know that you have high expectations of us, and we failed to meet those expectations. On behalf of the Company, I offer our unreserved apology, and pledge to win back your confidence.”

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Report by Mark Caswell

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