Deepak Aswal’s Post

I will say it louder for those in the back... EVERY employee needs to embody the values and culture of the company. Especially your front line members who are making an impression on guests. 😰 A friend had a terrible experience with an airline last night, and they swear to never fly that particular airline again (and share this story with thousands of followers). Have you heard a similar story, or have your own? 😱 Could these 'never again' stories be prevented? How can we ensure that employees are trained on great guest experience and prepared for common distresses (ex. how to best support guests who are stranded in an airport- news flash... this happens all the time, so shouldn't companies be better prepared to support these situations?). 🙂 How can you instill this within your organization? Is it a training need? Bettering company culture? Asking what will make employees happier at work (and in a better state to give great customer service)? #iopsych #guestservice

There was an incident recently involving a Singapore Airlines (SIA) flight departing Bangkok for Singapore, where some 200+ passengers were asked to deplane after an hour due to technical issues. Apparently, when putting these passengers onto another flight, some Business Class passengers were left out. Based on the way this incident was handled, it was clear the ground crew did a bad job of managing a potentially frustrating situation. In fact, it could ALL come down to one SIA employee!! Here's a life lesson that will never change. That one SIA employee who mishandled the Business Class passengers 𝗿𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝘀 𝗦𝗜𝗔 𝘁𝗵𝗲 𝗯𝗿𝗮𝗻𝗱! Look at all the comments on social media - they all pointed the finger at SIA, not at this one employee. What can we learn from this service failure? That an employee represents the company brand at every customer touchpoint. Even a janitor represents the company brand. What's more, the company cannot publicly blame this employee. If an employee fails, the brand fails. Responsible organisations that understand this need to build a culture of ownership in all ranks and help this by training their employees well. That's why under ISO9001 conditions, it is a "crime" to put anyone in a job if there's no evidence that this person has been sufficiently trained for that role. On this note, SIA did well to accept all responsibility for this incident.

When Turbulence Strikes: A Masterclass in Customer Experience There's been a lot of buzz about the recent turbulence incident involving Singapore Airlines. Some might question the CEO's video apology, but as a customer experience professional , I see it as a classic example of how to handle a crisis. Here's why: ✅Swift Action Speaks Volumes(A Timely and Sincere Response) : The CEO's apology came within 24 hours, demonstrating a commitment to immediate transparency and taking accountability. It shows they prioritize the well-being of their passengers. ✅Words Matter(Empathy and Support): The CEO's message went beyond factual statements. He used phrases like "deeply saddened" and "deepest condolences," expressing genuine empathy for those affected. He acknowledged the importance of taking responsibility and offered unwavering support, which is what passengers truly yearn for during a crisis. ✅Authenticity is Key: While formal statements have their place, the CEO's sincerity shines through, despite his delivery style. This personal touch humanizes the brand and shows a genuine desire to connect with those impacted. ✅Beyond Blame(Accepting accountability for necessary support): Yes, investigations will determine whether the turbulence could have been avoided. However, the immediate focus should be on the victims and their families. Singapore Airlines understands this. ✅Taking Responsibility(Taking Ownership Beyond Control): Building trust goes beyond simply providing excellent service. It's about owning up to situations, even those outside your control. Singapore Airlines demonstrates this by holding themselves to the highest standards, regardless of circumstance. Expressing remorse, even when fault doesn't lie with them, strengthens the emotional bond with their customers. ✅Building Loyalty Through Crisis: This is the mark of a truly exceptional brand. By prioritizing empathy, accountability, and transparent communication, Singapore Airlines reinforces the trust and loyalty that keeps customers coming back. They prove that even in turbulent times, they remain a "great way to fly." By prioritizing empathy, taking responsibility, and demonstrating genuine care, Singapore Airlines provided a powerful example of exceptional customer experience in the face of tragedy. This is how brands maintain trust and loyalty, the ultimate goals in any service recovery situation. Bravo, Singapore Airlines. You've solidified your reputation as a leader in air travel and pushing the standards of service delivery and recovery. #SQ, #SQ321 #aviation #SCAA #Turbuence #inflightemergency #airlines #avherald #CEOs #executivemanagementofairlines

“That will never happen…” Famous last words i hear all too often. Another complete lack of planning and preparation for the “unlikely” event. Whether its Singapore or the UK, always think of the unexpected! What happened to the resilience planning, the business continuity plan? These things are not meant to happen to critical infrastructure. It is unacceptable! Sometimes i really can’t believe the lack of planning that goes into some organisations. As a project manager, especially for regulatory changes, i must think of every eventuality and plan adequate solutions. It’s also common sense. Should the CEO of the airport resign? What do you think? https://lnkd.in/gFcggVmT

🔴 Breaking News: British Airways takes action after private messages scandal! 🔴 In light of recent events involving private messages, British Airways has made a decisive move to pull staff from its flight rota. This development comes after the company was alerted to the inappropriate communications. This highlights the importance of upholding professional conduct in the workplace. Companies must prioritize maintaining an environment of respect and accountability. Let's discuss: How can an organization effectively ensure that its employees adhere to professional standards in their communication? #CorporateResponsibility #WorkplaceEthics #ProfessionalConduct https://ift.tt/A4QjJfY

A Singapore Airlines passenger has died, and 71 others were injured after the plane encountered extreme turbulence during a flight from London to Singapore this week. After reading the news one thing is confirmed. Passengers have not fastened their seat belts.  Every day there are thousands of take-offs and landings happen across the globe. Before every take-off, passengers are advised to wear seat belts and often the sign is triggered during turbulence. But most of us ignore this sign and take it for granted, which results in injuries and accidents. Similarly in the Business process lot of controls are given in the form of a checklist and SOX controls are to be followed thoroughly. If we miss any single step whether you process the payroll process or vendor payment. We often forget or neglect certain steps which creates the problem.  Key Learnings > Follow the process as per SOP > Seek help if you are not clear

Dealing with #customer #service can often feel like a never-ending game of passing the buck. Large #organizations, in particular, tend to complicate the complaint process so much that consumers eventually give up. This happens because complaints are often shuffled from one representative to another, creating delays and frustration. It seems like the more you try to resolve your issue, the more you're caught in a web of inefficiency and indifference. Take my recent experiences as a case in point. Thai Airways International @chaieamsiri blatantly ignored safety norms during a flight, and despite my efforts to reach out, I have yet to receive a response. Similarly, the Narita Airport Authority dismissed my evidence and directed me back to the airline, showing a lack of accountability and concern for passenger #safety. These encounters highlight how the lack of responsibility and action from large organizations can dishearten consumers. When #companies make it this hard to get help, it's no wonder people lose hope and stop trying. We deserve better, and it’s time these #organizations stepped up their game. Incident to report - During the taxing and take off - Cabin was not prepared - Seats were reclined back, tray tables were not in the original position, some people had taken off the shoes and it were in the aisle and the cherry on the cake was - while the plane was taxing for take off - there were people walking in the aisle. Have it on Video Can someone guide or connect me to the right people where this incident can be reported so that it doesnt happen again. #CustomerService #ConsumerRights #CustomerExperience #Frustration #AirlineIssues #TravelProblems #ComplaintProcess #Accountability #ThaiAirways #NaritaAirport #PassengerSafety #ConsumerAdvocacy #CorporateResponsibility #CustomerSupport #ServiceQuality

Are you responsible for, or interested in ✈ forecasts and pricing. Well look no further, our colleagues at American Express Global Business Travel Consulting have consulted and have 4 trends to keep an eye on - 1- The Landscape🔭, there's ⛽ and 💵 to consider? 2- Negotiations 👫, how strong is your relationship 📈? 3- Modern Retailing, what will that mean for your program 🖥? 4- How 🌲 is your sourcing, how could SAF support your company initiatives? If in doubt give us a shout for a chat about your air program or any other element of managed travel. #teamgbt #poweringprogressthroughtravel #neverstoplearning

How Plane Passengers 🧳✈️ Could Have Gotten Priority for Disrupted Flights In the recent SIA flight disruption in Thailand, disgruntled business-class passengers made a serious error in how they try to get a connected flight seat. They were complaining and giving staff more anxiety and stress, which no doubt might have contributed to a "handling" error that missed out some of them to get a plane seat. In another recent case, a female passenger who got stuck in Taiwan airport was slamming her hand on the counter's printer and talking rudely to a manager. They should have trusted that the staff are professional and will do their best while dealing with the problem. These people on the news are just like mental cases yelling to get what they want. The passengers no longer come first - the staff now comes first because they are the one with the problem that needs fixing - not you. During a plane disruption, do not think about asking promises from the staff as the situation might change over time. Passengers have to make sure that the staff are able to think straight rather than get distracted by complaints and rude demands. Let me show you how it's done if you want to get priority during a delayed flight. 1. Immediately go to the nearest drinks shop that sells bubble tea 🧋or coffee ☕. Make sure you ask for one paperbag for each drink. Buy according to the number of counter staff and for 2 managers. 5 is the norm. 2. Then go to the 7 Eleven to buy post-it notes and a blue pen 🖊️. 3. Write down your name, passport number and previous plane and seat number on the 5 post-it notes. Also include a brief description of how you and your luggage look like, and what you wish the staff to do for you. 4. Then stick them on the drinks paperbags. 5. Give out the drinks to each of the counter staff and managers that will be present. And tell them to look at the note before leaving. The staff will keep looking at your note while they sip their drinks after having dry mouth from taking to many passengers. This method will get you and your request more chance of being noticed - rather than you doing nothing. The drama on social media involves passengers who add negative shit to fire and only open their mouths after the time for action has passed. It only costs $25 and ups your chance to get priority for a connecting flight, with an upgrade - rather than get no seat or forgotten. And of course - good karma to get to heaven. Life problems are a test and development for our character. Don't forget this. Complainers might realise a bad surprise in the far future - that they are fked for what they did to others in the past !! Where we are going, no one cares about your higher class plane ticket. #singaporeairlines #planetravel #SIA #businessclass #airport #flight #economyclass #delayedflight #plane #airplane #firstclass #SQ #solitairepps #travelling #psychology https://lnkd.in/gPNM9AuN

I am probably just one among many to react to this topic: the Singapore Airlines flight from London to Singapore which faced severe turbulence, leading to a tragic fatality and several serious injuries among passengers and crew. As always when something happens in aviation, people want immediate answers and, unfortunately, often rush to assign guilt. I've read some extreme and unfounded claims online, from so-called "experts" or people who believe their theories are more important. Some blame climate change alone, calling it the result of "mankind's stupidity." We must remember that turbulence has always existed and will continue to exist. We don't know exactly what happened on that flight at the moment. We need to give all the involved stakeholders the time that is vital to analyse all the information available. This includes crew reports, passenger reports, Flight Data, reports from other aircraft flying in the same region, weather reports, ATC reports, and more. Aviation is a data-driven world, but data needs to be collected, sorted, classified, analysed, and given meaning that will allow the industry to learn and improve. This event highlights why safety needs to be a mindset and a culture, not just a checklist or a set of protocols applied without common sense. Passengers must remember that the crew’s main job is to keep everyone safe. The fact that several crew members were injured while doing their jobs on this flight shows how unpredictable and risky their work can be. They deserve the utmost respect and appreciation for their dedication to our safety. Many airlines now recommend that passengers keep their seatbelts fastened whenever they are seated. I strongly adhere to that and would even recommend it to become a "rule". I always do this when I fly as passenger (and obviously, as pilot too). Just like we wear seatbelts in cars for unexpected events, the same goes for planes. This incident reminds us how important this simple safety step is. While extreme turbulence is rare, it happens more often than many people think. Modern planes are incredibly strong and built to handle significant shocks and stresses. However, clear air turbulence (CAT) is hard to predict. Technology is improving, and there are ongoing projects to better detect turbulence and avoid it, but we’re not quite there yet. On a personal note, I’ve seen Singapore Airlines’ regular updates about this incident on social media. I found their communication steady, consistent and respectful. However, it was sad to see negative comments on these posts, especially when people bring up unrelated complaints. We need more compassion and understanding in times like these. In the end, while media coverage is inevitable, I believe it is crucial to focus on verified information and the well-being of everyone involved. Let’s keep working together to build a safer, more respectful aviation community. #AviationSafety #Turbulence #SafetyCulture #Safety #SingaporeAirlines