How a Singapore Airlines Steward Redefined Service Excellence

Abstract

Singapore Airlines (SIA) flight steward Maverick Lim received a Service Excellence Award for his outstanding assistance to an elderly German passenger whose connecting flight was cancelled due to a strike. As the only German-speaking crew member, Lim went above and beyond by helping the man with his bags, arranging a hotel, rebooking his flight, and ensuring he received support at each stage of his journey. Lim also kept the passenger’s daughter updated. SIA’s reputation for exceptional service is rooted in rigorous staff selection and significant investment in training and empowerment, ensuring employees are equipped to deliver compassionate, high-quality service.