AVIATION | Krisana Gallezo-Estaura, Singapore

Singapore Airlines apologises for ‘faulty’ new website

“We apologise to customers.. We assure them that Singapore Airlines (SIA) is closely monitoring the website's performance and will make adjustments where necessary,” said vice-president for public affairs Nicholas Ionides in an e-mail sent to Singapore Business Review.

The country’s flag carrier introduced a revamped website on May 22, which SIA explained to be part of its ongoing efforts to refresh and enhance its online services. A number of its passengers to date however reported they often experience website crash. Some of them which vented out disappointments to social networking site facebook, microblogging site Twitter and other online forums mentioned that they have been unable to check in online since the launch of the new website as their personal details entered into the system were erased. Members of its frequent club Krisflyer also complained lost of saved reservation and passport numbers.

In SIA’s facebook fan page website, a certain Ben Cook blurted out yesterday, June 21: “Singapore Airlines new website is a total disaster. It's been weeks now and it still does not work, takes ages to load and it's not possible to book a flight! And if anyone can explain to me how I can use my miles to upgrade on the new site, I'll buy you a beer! DISASTER!!!!!!!!”

On June 20, meanwhile MTT06 tweeted: “Massive cockup by Singapore Airlines with their new website”


Mr. Ionides said that SIA is aware that some of its customers have been encountering difficulties in accessing the new website for which they seek understanding. He assured though that the firm makes it a priority to rectify the issue.

“We continue to welcome feedback from our customers as it provides us an indication of where we stand in terms of website functionality, and which areas require enhancements,” he said.

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