25 Years of KrisFlyer and the PPS Club

[mel-world]

Singapore Airlines KrisFlyer programme started in 1999.

I thought I would post a short Trip Report about one particular flight I took within two years of the beginning of the Singapore Airlines loyalty programme. It will explain why I have remained a consistent supporter of SQ and have retained my PPS Solitaire membership for the last 24 years.

I was employed at that time for an international media company so was working at Flushing Meadow to see fellow Australian Leyton Hewitt win his only US Open singles crown. This was before the ultra long-haul flights now linking Singapore to the US East Coast non-stop so I took a Pacific flight, most likely SQ 12 to LAX via Seoul, and was planning to return on SQ 35 out of Chicago via Amsterdam after my work assignment.

The day after the tennis finals, I drove into Connecticut for meetings but Tuesday, September 11, 2001, put paid to any planning discussions that might have occurred as the US was plunged into a crisis they had never encountered. I was just a foreign bystander to their collective grief and anxiety.

I kept my rental with the intention of driving to Chicago and stay with friends until SQ35 resumed. That was too far to drive so instead based myself at the Sheraton, Bradley International (BDL) while spending a week driving around upstate New York, Connecticut, and Vermont. I enjoyed autumnal colors, empty movie multiplexes, some special meals at traditional New England diners amid lots of nervous tension and hushed conversations.

 

[mel-world]

By Saturday 15th September, some flights started resuming so was up at 0400 for a scheduled 0620 American Airlines flight to JFK. So many aircraft were out of position and their crew had headed home during the week so only a few flights were able to depart. I think we finally arrived in New York around lunchtime, such were the delays. AA checked my luggage thru to SIN which was fortunate as JFK check-in maintained that SQ25 was full.

I had been unable to get a confirmation or check-in early as the SQ App did not exist and I was not sure I would make it to NY that day. However, many of the booked passengers were unable to make it to New York that day. Eventually, as I was already a PPS Solitaire, I was assigned a window seat on the top deck of the 747 in Raffles Class. Lie flat seats in any class were not yet a feature of the premium cabins.

The first crew on SQ 25, the 747 JFK-FRA-SIN service, most likely stuck in NY throughout the week, were probably almost as happy as everyone else to be able to leave NY for Frankfurt and head home. But it was the second crew on the continuing flight to SIN that showed the utmost professionalism despite the situation that ensued.

After leaving FRA, having had a leisurely lunch in my Business Class seat on the top deck of the 747 ‘Big Top’, and watching the original SHREK movie, I glanced at the flight map before settling down to get some sleep. I noticed that the aircraft was making a slow 360° turn back to the northwest. About the same time the seat belt signs came on despite the clear skies. I initially put this down to a technical problem as there were no calls for a doctor and nothing at all exceptional about the flight until then. I did notice though that the crew were not as visible in the cabin with their usual walk-through checks.

After an hour or so, more of the Raffles Class passengers, myself included, wanted to know why we were returning to western Europe. We were probably over Turkey when we did the U-turn. The cabin crew would tell us nothing and there were no announcements. We were asked to remain seated but to identify all our hand luggage in the overhead bins.

We eventually landed and were escorted by around 20 fire and rescue, police, and military armoured vehicles to a remote stand at Frankfurt airport. Another delay ensued although we were offered water, if no explanation, by an equally nervous crew. Then the interrogation started. Every passenger was questioned individually by brusque German police. Apparently, someone had written on a toilet mirror that there was a bomb on-board. One week after 9/11. At least we were back on the ground.

After the interrogation, I still remember that the crew offered us reassurance and details of the likely stopover arrangements. More questioning and delays occurred in a remote holding area away from the terminal at FRA. It was probably evening before we were finally escorted to the airport Sheraton who were less than pleased to have a 747 sized load of very rattled passengers suddenly arrive.

I can only guess how long it took for all Economy class passengers to get interviewed and processed. I never found out if they arrested anyone for the incident. Our luggage was not returned to us until we arrived in Singapore the next day. I can only assume that we had a different crew for the final sector but the service was as impeccable as ever.

 

[mel-world]

More than 50 hours after leaving Connecticut, we finally pulled into the E gates of SIN Terminal 2 and were able to put the experience behind us. But SQ had other ideas; they had an area of the concourse cordoned off and there must have been 50 people to meet us. Each pax was guided to an area depending on whether they were connecting or leaving the airport. I remember the breakfast that they catered, the enhanced immigration clearance at the gate and, particularly the counseling available to all passengers before we left the airport. I also got a couple of follow-up calls from SQ in the following days to ensure I was okay.

The treatment I received in difficult circumstances together with the consistent commitment to excellence has meant I have remained loyal to SQ ever since, even when alternative options may have been more convenient or a little cheaper as it is in the way an organisation, and its people, respond to a crisis that sets it apart from its competitors. It’s not just about the bottom line sometimes.

PPS Solitaire has been good for me. Almost all FF points come exclusively from flying but I have been able to fly F/R to Europe a few times with priority on Saver seats. My wife has enjoyed companion Solitaire for the whole time. I need less points to renew each year and they never expire. We have been invited to a few functions - not since retiring mind you - but always receive a S$ gift each year for our loyalty.

Unfortunately, I'll likely run out of PPS Value by the time I'm 82. Pity they enhanced LPPS out of existence 20 years or so ago. I'd likely have qualified by now.

 

[Ricicles]

What a a fantastic story and experience with SQ. Thank you for sharing - they are a cut above in the customer service department for sure.

 

[Coathanger]

Singapore Airlines really went above and beyond for you after 9/11.

Thanks for sharing your story, I have fond memories of SQ in the 90’s when they were at their peak service-wise.

Hard to believe KrisFlyer is now 25 years old. I remember the transition from Passages as a kid and the dilution and eventual discontinuation of the Young Explorers Club.

I still travel with the metal badge they issued to first time Young Explorers.

 

[apropos]

Young explorers club! Now that brings back some memories...

 

[mel-world]

Welcome Apropos. Maybe you are showing your (young) age.