SIA's new Suites for A-380s fail to wow premium passengers
Singapore Airlines, which spent four years designing and developing new seats and other in-flight products for its Airbus 380, may have to go back to the drawing block to fix design flaws that have upset some of its premium customers.
Those who have flown in the A-380's ultra first-class Suites, since the new-look aircraft made its debut on the Singapore-Sydney route in December, have complained of a lack of privacy, especially during meal times when the sliding doors are kept open.
It is a clear unobstructed view between Suites across the aisle, they say. There are six Suites on the revamped A-380s.
And when the door is closed, it rattles loudly, especially during take-off.
An SIA spokesman told The Straits Times: "We received some feedback regarding noise from the Suites' doors but it has since been resolved. Some customers also shared that when the doors are open during meal times, they will be able to see inside the other Suite across the aisle.
"We are monitoring our customers' feedback and are evaluating a few options to address this."
There were upgrades across all classes. In business class, the partition between the two middle rows can now be lowered completely, allowing for a double bed.
Despite some issues with the Suites, the spokesman said: "Overall feedback about the new A-380 Suites product, as well as about the other cabin products on the aircraft, has been extremely positive. We are very pleased with what our customers have been telling us about it."
SIA would not say if they are considering a redesign of the Suites.
The spokesman was only prepared to say that the airline is in "constant contact with our aircraft suppliers to ensure that all our products meet our high standards".
Businessman Gino Bertuccio, 55, who was on the inaugural Singapore-Sydney flight on Dec 19 last year and also flew in the Suite from London to Singapore, said: "The new Suite is bigger than the previous one so that's a plus, but there are definitely problems that need to be fixed."
Mr Bertuccio, who gave his feedback to SIA, is bothered especially with the lack of privacy which he says is "an irony".
"When the doors are open, I am literally staring at the guy next door because of the way the seats are configured," he said.
After years of product development and testing, "it's very disappointing when such obvious glitches that should have been picked up earlier, occur", Mr Bertuccio added.
"One is forced to wonder how intensive the tests were and who were the people who tested the products because I was certainly not one of them," he said.
A Singapore-London return flight in a Suite costs about $15,000.
The product upgrades - currently available on three out of five new A-380s that SIA ordered - were the first for SIA's superjumbo since the airline started flying the double-decker jet more than 10 years ago.
The plan is to retrofit 14 of SIA's existing superjumbos with the same new seats, in-flight entertainment screens and other cabin products.
The upgrading works to be done by the plane maker Airbus will start this year and be completed by the end of 2020.
Despite his experience, Mr Bertuccio, who has flown on other premium airlines, said he will be back.
"To be fair, SIA is a great airline with great service and I will certainly continue to fly them.
"But they need to do more to engage their premium customers who are still loyal and willing to part with a five-figure sum to fly them," he added.
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