One of the most iconic tourist attractions has got to be Singapore Flyer. Besides being in the lime light for being one of the giant observation wheels in the world, it was also in the centre of attention when news reported about the power failure that had happened, not only once.
I was still dwelling on the fact it must be a frightening experience to risk one’s safety, and at the same time, to cope with own disappointment after feeling “high” with excitement to be 165m above the ground, but left “dry” after being trapped in a capsule in the middle of the air.
Despite reading some bad (of cause, there were positive ones too) reviews, we thought, it’s still worth giving a try since it is set to be one of Asia’s biggest tourist attractions.
On 28 September 2010, we made a booking to experience the world’s first full butler service dining in the sky. Payment was made and an email confirmation was sent to us.
On 02 October, an email, informing we will not be able to attend the dinner and would like to postpone it to a later date. In the email, confirmation number, contact number and an indication that a copy of the email reply should be cc-ed to my personal email address were instructed. But an email reply was directed to the office email account, nothing was cced to the personal one.
On 08 October, upon checking online that there are available slots for the 09 October evening, we called up the Singapore Flyer at xxx, enquiring if the dinner could be schedule to 09 Oct.
The staff, whom we spoke to Mr Uncourteous cum Rigid, insisted that a copy of the email confirmation indicating that the postponement has been accepted should be forwarded to him before he could do anything.
We explained that we are not in office (and office email is not web based due to security reasons) and by the time we go back to office (which will be the day after), the available slots would have all been taken up. We offer to provide the name and confirmation number but was repeatedly turned down. I suggested if they could retrieve the email from their sent item, but was told impossible.
We requested to speak to someone whom could make decision, but was told, “no one is around now, call back tomorrow”. It was only after some firm request and insistence for a manager’s name and contact number. This time, Mr Uncourteous cum Rigid spoke raised his voice and spoke in a challenging tone (which I have to remind him that he need not raise his voice as I can hear him clearly on the phone), eventually gave me a name and contact number of a staff, from …… the call centre.
Despite the unhappy communication and bad service (or no service at all) provided, I called YYY and spoke to Ms Empathy and shared with her my unpleasant encounter and turn to her for help. Ms Empathy was very patience and understanding, putting herself in her customer’s shoe, and tried to retrieve the email with the help from another IT staff. As we could not remember what the sent email address was, Ms Empathy was not able to help me retrieve the email from their system and apologised. Because of her sincerity and going through the extra mile to help me, I was touched and accepted her suggestion to re-schedule my dinner.
It was like a ride from “hell” then to “heaven”, after experiencing two totally different attitudes.
I have several points which I hope the Singapore Flyer could assist in giving me some favourable replies.
1) Why should I be put in a difficult position when instruction has already been given, to cc a reply email to my personal email address (knowing that it will not be easy to check emails anytime from the office email account), but that was not done by the staff, and it becomes a trouble, having to return back to the office to retrieve the email, it was insisted that it must be done so. Imagine if the customer is a foreigner, do you expect him or her to return back to her country, retrieve the email from his/her office, then travel back to Singapore and show it to Singapore Flyer before arrangement could be done?
2) Despite providing my confirmation code, no one could retrieve the record and do a re-scheduling? If the confirmation code could not be used to retrieve records, and verification can only be done via email evidence, what is the point of a confirmation code?
3) Was turning down customers without even trying to help, the right frame of mind-set from the front line staff, especially in one of the most iconic tourist attractions in Singapore?
4) Why am I liable to pay another 300 plus if I insist to get it changed without the agreement email of the postponement when Singapore Flyer could not retrieve the email from their own system as well? And customers who has paid in full, are responsible in full too?
This is a feedback on my encounter with Singapore Flyer. It seemed to be working towards a first class attraction but it’s a shame that it have left a third class impression. I can’t even convince myself to introduce my foreign friends.