In light of the new TSA guidelines for international flights I thought I’d dig up a National Public Radio story from 2006 on the customer service at Singapore Airlines, which travelers rate among the best, if not the best, in the world:
We will never be a hundred percent better than any one of those airlines. Our aim is to be one percent better than them in a hundred different areas so that at the end of the day the customer sees with us an all-round service proposition that they’re prepared to pay that modest premium to fly with.
There’s also a bit about how the airline trains their employees in the culture of customer service. This internal aspect is something I don’t think service designers spend enough time discussing.
Of course Singapore Airlines has lowered the bar significantly in response to the new guidelines.