Friday, August 2, 2024
Reading Time: 3 minutes
Singapore Airlines (SIA) has recently updated its policy, allowing passengers to enjoy meal services even when the seat belt sign is on, unless pilots decide otherwise. This change follows a period of stricter safety measures instituted after a turbulent flight, SQ321, which tragically resulted in a passenger’s death and injuries to several others.
Incident and Immediate Response
The policy shift comes after the turbulence incident on SIA flight SQ321, which occurred over the Irrawaddy Basin in Myanmar during breakfast service. This severe turbulence led to significant disruptions and injuries among passengers. In response, SIA took immediate action, implementing a safety time-out starting from May 21, which lasted until August 1. During this period, the cabin crew were required to sit and fasten their seat belts whenever the seat belt sign was illuminated.
New Protocols and Safety Measures
Under the revised protocols, while hot drinks and soup will still not be served when the seat belt sign is on, other meal and drink services can continue at the crew’s discretion. This approach allows SIA’s pilots to decide whether to suspend or continue in-flight services based on their assessment of weather and operational conditions.
Enhanced Training and Procedures
In the wake of the SQ321 incident, SIA reviewed and reinforced its turbulence management protocols. Over the past month, all pilots and cabin crew underwent additional training to handle turbulence-related risks and assist passengers during such events. This training included recognizing and managing turbulence and ensuring passenger safety during such occurrences. SIA has also introduced periodic reminders for passengers via in-flight entertainment screens, emphasizing the importance of keeping seat belts fastened while seated.
Union’s Perspective and Crew Challenges
Alan Tan, president of the Singapore Airlines Staff Union, which represents cabin crew and ground workers, mentioned that the union was informed about the return to regular protocols in July. He acknowledged that while the stricter rules were challenging, especially on shorter flights, the union understood the necessity for such precautions. He noted that in-flight managers had faced difficulties in completing meal services on shorter flights, such as those to Jakarta or Bangkok, under the stricter rules.
Tan explained that the stricter measures, though temporary, had impacted SIA’s service offerings and increased stress levels for cabin crew. Some crew members, who spoke anonymously, reported that pausing all service when the seat belt sign came on made their work more challenging, particularly on shorter regional flights. Completing meal service in economy class typically takes one to two hours, barring any disruptions, and long-haul flights usually feature at least two meal services.
Customer Reactions and Adjustments
Adjustments were made to better manage time, such as removing after-take-off drinks, but some passengers rated the service poorly due to a lack of understanding of the new procedures. In July, one SIA passenger expressed his frustration on social media regarding SIA’s turbulence rules, describing them as “ridiculous” and overly cautious. This sentiment was echoed by others who shared their own experiences. However, SIA noted that most customers and staff understood the necessity of the safety time-out.
Moving Forward
Singapore Airlines has taken significant steps to balance passenger safety with service quality. The airline emphasized that customers should always follow the instructions of pilots and cabin crew and keep their seat belts fastened while seated. As the airline transitions back to its regular protocols, it continues to prioritize passenger safety while striving to maintain its high standards of service.
Key Points:
- SIA updated meal service protocols post-turbulence incident on SQ321.
- Safety time-out lasted from May 21 to August 1.
- New protocols allow meal service during seat belt sign periods, except for hot drinks and soup.
- Pilots now decide on suspending or continuing in-flight services based on conditions.
- Enhanced training for pilots and cabin crew on turbulence management.
- Union acknowledged challenges during the stricter rules but supported safety measures.
- Customer reactions varied, with some expressing frustration, but general understanding prevailed.