Scenario Case

Scenario

A newlywed couple, Mr and Mrs Tan had booked a flight to Japan online from the SIA Company for their honeymoon on the 25th of November 2011. It was an exclusive package to the first 50 newlywed couple and it cost $2488/=. They had their flight invoice was printed out. On that day itself, the couple went to collect their tickets and soon realized the shocking news that their names were not included in their system.

When they arrived at the airport and was getting ready to check in, the staff had told the couple that their system do not have any evidence of their purchase of tickets to Japan. Mr Tan was flustered and demanded to see the manager. The manager arrived shortly and tried to check through the system again. However, the manager had taken quite some time which resulted that the flight has already left. The couple was very disappointed with the staffs handling the situation and left even though the manager had gave some possibilities about the situation.

Mr Tan was appalled by the incident and decided to write a letter of Complain to SIA Company. In the letter, he had included that he would sue the company for compensation if they did not give him a full refund by the next 3 days. The next day, Mr Lim, the General Manager of SIA called Mr Tan to apologise for the situation and that they would compensate the couple with the following: A couple spas, massage and one day one night stay at Crown Hotel and a First class air ticket for a two way trip to Japan. Mr Lim had explained that he will personally look into the matter and will prevent such situation from happening again. Mr Tan had agreed with the compensation and is willing to give them a second chance.