HARD-EARNED Training
Great crisis response and contacts is hard work. And SIA showed it has learnt from its last fatal aircraft event 24 years before.
In October 2000, an SIA Boeing 747-400 scheduled for Los Angeles took off from the bad airport at Taipei aircraft during a tornado, which resulted in a tragic accident that killed 83 individuals.
That drama was marred by first misunderstandings and miscommunication, after false and uncorroborated information were made people, causing popular anger and criticism.
Some airlines cope also when things go awry.
Next month, American discount provider Southwest Airlines was fined US$ 140 million for its shambolic withdrawal of 17,000 airlines due to a winter wind during Christmas 2022 that left 2 million people stranded. Southwest had been criticised for not taking role during the issue and its bad connections.
How flights treat its individuals during a crisis helps concrete brand loyalty.
SIA has a track record of really good customer service, though there have been concerns about declining norms in recent months from angry people, including those in its wealthy Solitaire PPS Club.
The airline’s management of SQ321 does go some way in quelling reviewers of its peace faults and convince them that they are in great hands when it really matters.