Flight delays. Re-routing of flights. Grounding of flights. These are situations that no one desires however circumstances corresponding to dangerous climate and technical points do sometimes end in delays.<\/p>\n
Thankfully, at Singapore Airlines (SIA), these situations are few and much between. What\u2019s extra, there’s a sturdy workforce of individuals working laborious to make sure that within the occasion of any operational irregularities, clients will nonetheless be taken care of, with as little disruption to their journey as doable. With a number of flights departing and arriving in any respect hours of the day, that\u2019s an enormous logistical endeavor. It\u2019s no surprise that SIA employees works around the clock to maintain this well-oiled machine ticking alongside.<\/p>\n
In reality, there are a number of groups at SIA who work deep into the night time to help the airline\u2019s operations. The Operations Control Centre (OCC) includes a number of departments, all working hand in hand to make sure any operational irregularities are properly managed.<\/p>\n
In this unique characteristic, we converse to Manager Operations Control Victor Chye, Customer Care Manager Camie Choo, and Social Media Executive Loo Jun Mun on what their groups do on the night time shift.<\/p>\n
The position of Operations Control Centre (OCC)<\/h2>\n
\u201cWe represent Management in [handling] irregular operations; we work with the other operational units to find the optimal solution,\u201d says Victor Chye, Manager Operations Control.<\/p>\n
One such instance was the flight diversion that occurred on 24 November 2022. Flight SQ317 from London to Singapore was diverted to Frankfurt as a consequence of a technical concern. The plane landed uneventfully at Frankfurt Airport at round 2pm native time. The affected clients have been supplied with meals and resort lodging, and a reduction flight was organized for the following day.<\/p>\n Chye was on the night time shift that night time, and dealt with the preparations for the reduction plane. He says he felt an incredible sense of satisfaction in with the ability to forestall a protracted delay.<\/p>\n The 61-year-old, who has been with the airline for over 30 years, says issues are very totally different from when he was a Station Manager.<\/p>\n \u201cWhen OCC didn\u2019t exist, [I] really had to beg for a relief aircraft sometimes,\u201d he recollects. \u201cNow, with OCC, anyone with an issue just has to call the Manager Operations Control. Everyone will be put on a conference call, and they can get all the answers they need.\u201d<\/p>\n In the uncommon events {that a} flight must be grounded or delayed, Singapore Airlines stays dedicated to offering affected clients the related updates and help they want. That is the place the Customer Care Team (CCT) is available in.<\/p>\n \u201cMy role is to ensure that the operations in CCT are under control,\u201d says Camie Choo, Customer Care Manager on the Customer Care Team.<\/p>\n In the occasion of any flight disruptions, the CCT workforce\u2019s job is to offer clients with reservations and ticketing help, help with re-booking and re-routing choices, and talk any adjustments with clients in addition to handle any communications with station managers, airport employees and so forth.<\/p>\n Fortunately, Choo has a deep data of buyer wants, going way back to 1996 when she first began dealing with passenger companies at SATS, earlier than shifting onto SilkAir and at last Singapore Airlines. This January, she obtained a 25-year long-service award from the corporate.<\/p>\n In this digital age, clients usually tend to flip to social media to get help or share suggestions with their airline.<\/p>\n This is the place the Social Media Engagement Unit is available in. The workforce displays SIA\u2019s social media handles, responding to feedback as and once they are available, and shares pertinent journey advisories, the place essential.<\/p>\n \u201cIn this current age, a lot of things break out on social media first before it even reaches other members of the Operations Control Centre (OCC),\u201d says Social Media Executive Loo Jun Mun, who graduated from the National University of Singapore with a level in Communications and New Media. \u201cIf it\u2019s urgent, we can flag it to other members of the OCC.\u201d<\/p>\n Despite the rigours of the job, Loo credit his workforce for making a enjoyable and fulfilling work surroundings. \u201cWe have a solid team; everyone chips in and gives their suggestions. We are able to manage the workload very well,\u201d he shares.<\/p>\n<\/p><\/div>\nKeeping clients within the loop<\/h2>\n
A 360-degree strategy to buyer care<\/h2>\n