A timeless epitome of warm Asian hospitality, the Singapore Girl shines as the reflection of Singapore Airlines’ legendary service.
For the past 50 years, award-winning Singapore Airlines (SIA) has been flying the friendly skies, from the Philippines to a myriad of destinations around the world. And in doing so, it has received much acclaim for products and services that provide excellent travel experiences for its market. For example, its current fleet, which includes the Airbus A350-900, Airbus A380-800 and Boeing 777-300ER, is one of the most modern and technologically advanced today.
Inside the cabin, SIA offers amenities that would rival any luxury hotel on land; from ultra-comfortable seating to plush first-class suites, eclectic dining and cuisine options developed and prepared by globally renowned chefs, and extensive in-flight entertainment selections via KrisWorld.
Throughout all SIA flights, this high premium for customer care is personified by the Singapore Girl.
Upon entering the aircraft, travelers are welcomed by her gracious smile, warm and friendly in the most charming of Asian ways. Clad in her distinctive batik sarong kebaya designed by Parisian couturier Pierre Balmain in 1968, she is a darling angel, albeit an authoritative one.
For the Singapore Girl is more than a glamorous icon that represents the exceptional service of SIA, she is, in fact, highly skilled and trained beyond the art of hospitality. Even before she takes to the air, she goes through a 15-week on-ground training course concerning all aspects of passenger management and service. This covers, as well, the special needs of the young, the elderly and those with disabilities. She is also taught how to handle emergency situations, and to be proficient in safety evacuation procedures.
Champion for service
Service is an art. Just as an artist creates a masterpiece, a service champion creates an exquisite experience driven by a passion to delight. Each work of art captures a moment in time, a moment which warms the heart or simply soothes the soul. These are some stories that encapsulate many such moments. Extraordinary moments created by the SIA crew, which truly embodies the spirit of service.
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A passenger, having slipped from a ladder at work, had hurt his lower back and calf muscle. The injury he sustained started acting up when he boarded his flight (From Singapore, he was going to Jakarta). When the chief stewardess approached him, she noticed that he was trying to relieve his pain with some ice cubes wrapped in a disposable towel. She then learned of his unfortunate accident through an active engagement with him.
Taking the initiative to make his journey more comfortable, she creatively made two ice packs by putting ice into rubber gloves and tying them into ziplock bags, one for his for his back and another for his calf. He was most grateful for her sincere care but little did he know, this was not all she was doing for him.
The passenger had previously shared with the crew that his birthday was approaching, and he was concerned he would not be able to participate in a hike planned as part of the celebration. To lift his spirits, the chief stewardess rallied her team members and together, they presented him with a personalized birthday card and their warm wishes. This small gesture lifted his mood immensely.
The crew went on to create two hot water packs using rubber gloves and hot water, so that he could alternate between cold and hot treatments to relieve his pain. The passenger was delighted with the genuine care and expressed his appreciation through a written compliment, even sharing how he managed to make it through his birthday hike!
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During meal service, a 19-month-old infant suffered an epileptic fit and his mother raised the alarm for help when she noticed that he was choking and appeared to have stopped breathing. When the flight attendant heard the commotion, she parked the meal cart and immediately attended to the infant. When she found the toddler unconscious, she quickly and calmly turned the lifeless body face-down and patted him firmly on his back. This relieved the infant of the fluid choking him and he recovered soon after.
She also alerted the rest of the crew while she was attending to the infant and asked them to page for medical assistance. While waiting for a doctor to respond, she continued to apply back thrusts on the child which prompted him to cry out a moment later.
By the time the doctor arrived, the child had been revived, and the passengers in the cabin clapped at the crew’s display of tremendous courage.
The doctor, who responded to the page, commented that the child might have choked on his own saliva, which could have caused complications.
The crew member was commended for her alertness and promptness in handling a potentially disastrous situation.
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A passenger had been a frequent flyer with SIA since the 1980s. However, a stroke in 2003 prevented him from traveling as regularly as before. His flight in November 2015, was his first in 12 years.
As a result of the stroke, the passenger’s movements were limited and he had difficulty walking. Upon boarding the aircraft, the cabin crew member escorted the passenger to his seat, mindful of the extra attention he needed.
What she did for him on the flight was nothing short of the caring and hospitable service SIA is well-known for. The passenger was so touched by the crew’s thoughtfulness and genuine concern that he wrote in to praise her wonderful service:
“As a result of a stroke, I can hardly walk. This was noticed and acted upon immediately by the crew. That night, I had stomach cramps, too. Having settled down, I informed a cabin crew that I won’t eat or have any alcohol all the way to Frankfurt.
“She and her colleagues came looking after me, continuously checking if I wished to have tea or anything else. Nice short chats developed, making the trip pass by very fast.
“I must say I never had a boring moment and I felt very well taken cared of. I wish the crew all the best and hope to meet her again.â€
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As SIA soars to new heights beyond its golden anniversary in the Philippines, the iconic image of the Singapore Girl will remain its most recognizable face, appealing to both young and old — resulting to the brand’s strong emotional connection with its customers.
And so, she will remain timeless, reflecting Singapore Airlines’ commitment towards welcoming its customers with the warmth of Asian hospitality, and providing the legendary service for which the airline is renowned.  — Malou E. Rosal
