Singapore Airlines Adjusts In-Flight Service, Prompting Mixed Reactions

After significant turbulence, Singapore Airlines (SIA) changed in-flight service protocols, which frequent flyers said were rushed and lowered service quality and stressed out cabin personnel, according to a Thursday media report. The Straits Times reported that the new safety measures, such as suspending lunch service and ordering cabin crew to buckle up while the seatbelt indicator is on, had greatly impacted passengers and personnel.

After Flight SQ321 from London to Singapore crashed on May 21, killing one passenger and injuring several, SIA tightened safety standards. Previously, only hot drinks and soup were banned during turbulence; now all meal service must stop when the seatbelt sign is lit.

Flights from Europe to Singapore regularly cross the tumultuous Andaman Sea west of Thailand, worsening the issue. One flight attendant reported almost an hour of turbulence on a three-and-a-half-hour journey from India, limiting dinner service. “Some passengers don’t understand the importance of the policy change and rate service as average to poor when turbulence affects service,” stated.

Another aircraft steward said crew members have eliminated after-takeoff refreshments to better manage meal service time. Passengers were divided, with some understanding and others feeling shortchanged. During pre-flight briefings, in-flight supervisors check on staff well-being, and a counseling team supports cabin personnel.

The policy reform emphasises aviation safety adaptation, according to Singapore Institute of Technology air transport management specialist John Tan. “Prompt responses are necessary to protect passengers and crew effectively,” he added, adding that SIA will struggle to balance safety and service quality. He advised retraining cabin personnel or changing service delivery without compromising quality.

Endau Analytics founder Shukor Yusof believes the new protocols won’t impair SIA’s service quality. “The decision was made after careful consideration to prevent future injuries,” stated. Some commenters advised passengers to bring their own food and drinks in case turbulence suspends dinner service, especially on short- and medium-haul flights.