We Talked About Singapore Airlines' COVID-19 Measures and New Term Plans With Turkey General Manager Mark Seah

Singapore Airlines, the national airline of Singapore, continues to make a name for itself with its leading aviation industry since 1947 and flying to 60 different destinations in Asia, Europe, America, Australia, and Africa. We had an interview with Turkey General Manager Mark Seah about the measures in accordance with the standards of safe travel Singapore Airlines takes, Singapore's importance in business travel and, innovations brought by Singapore Airlines.

HIS Travel: Could you tell us a little bit about Mark Seah for our readers, stakeholders, tourism professionals, and travelers?

Mark Seah: My career with Singapore Airlines started 13 years ago right after college.

I applied for the role of Intern Station Manager, which essentially requires taking care of airport operations at one of our overseas stations. Thankfully I met all the requirements and after a year of training and working in various operations departments at the company, I was appointed Deputy Station Manager in Sydney, Australia. I spent a short time there and learned the tricks of the business before I was appointed Station Manager to Hanoi, Vietnam. After spending 2 years in Hanoi, I came back to Singapore and took part in several different roles, including mainly covering project implementation and revenue management. After moving to the commercial side of the business, I was appointed to Fukuoka, Japan in 2016 to check commercial and operational activities in Kyushu. My last assignment place in Istanbul started in 2018. I have a son who will soon turn 16 months and I am married.

HIS Travel: What perspectives have these global business experiences given you if we look at it from a cultural perspective?

Mark Seah: Every countries' cultures are unique and even there are differences between every state or every city. It really affects tourism. The way that travel people like to and methods of purchasing travel show an alteration. My inference from this situation is that there is more than one way to achieve the goal, and it is very important to be sensitive and adaptive to a new atmosphere.

"For those traveling beyond Singapore, there will be a chance to experience this product in conjunction with the service of our world-renowned cabin crew."

HIS Travel: During the pandemic period, your precautions, B plans, and new applications were implemented like many companies in the sector. Especially your first business cabins are remarkable at this point. Can you talk a little bit about its privileges?

Mark Seah: We have received positive feedback about our new Business Class seats since we started using the A350-900 aircraft in Istanbul on 01 December 2019. Each seat is equipped with a 17-inch high-resolution monitor with direct aisle access and can become a much-needed 76-inch wide fully flatbed for a 10-11 hour flight to Singapore. There are also adjustable curtains in the middle seats to provide a customized level of privacy to suit individual preferences.

Singapore Airlines will begin receiving Boeing 777-900s in the near future. I understand that the brand new First Class seats on the Boeing 777-900 are a game-changer and will be very close to, and in some ways, better than the Suites on our A380, based on audience feedback. This plane may not be used on flights to Istanbul, but when the epidemic is over, those traveling beyond Singapore will have the chance to experience this product with the service of our world-renowned cabin crew.

"Given that travel restrictions are constantly updated, we advise all our passengers to regularly check the latest travel restrictions."

HIS Travel: Apart from the isolated cabin, what are the other precautions Singapore Airlines has taken within the framework of COVID-19 safe travel standards? How should passengers move both on airplanes and at airports during their travels during the pandemic period?

Mark Seah: Singapore Airlines reviewed the entire passenger experience and identified 4 large areas where extra precautions were required to ensure the comfort of our passengers. Before the flight, at the airport, on the board, and in the arrival/transit area. Some of the extra precautions can disrupt our passengers, but we are trying to reduce this as much as we can and will continue to adjust our service delivery as the situation improves.

Before Flight: A travel consultant page has been created on our website and mobile app where anyone can get real-time information on travel restrictions in each country. Passengers can use our mobile app to perform many functions, such as check-in, boarding, and even access reading materials to enjoy a contactless journey. Food preferences can also be made via our mobile application.

At the airport: Most of the extra precautions here are in collaboration with airport officials around the world, but specifically for the SilverKris Lounge, we removed the buffet services and replaced them with an à la carte service. We also provide our passengers a free care kit for use onboard, including a mask, hand sanitizer, and surface cleaning wipes.

On the board: During the flight, our renowned cabin crew now wears goggles or visors as well as masks when interacting with passengers. Gloves are also worn during meal service. Frequently touched surfaces on our aircraft are regularly treated with a long-lasting antimicrobial coating. Toilets are cleaned more often using high-impact disinfectants. While we had to simplify our food and beverage services, we had the opportunity to develop Economy Class meal options on short-haul flights (under 3.5 hours) with a new, more environmentally friendly packaging type.

In the arrival/transit area: All extra precautions on arrival are also in cooperation with the airport authorities. Passengers transiting through Singapore are directed to a holding area with food, drinks, and Wi-Fi access. If the transit time in Singapore is long, our passengers prefer to rest in a transit hotel.

We encourage all our passengers to follow social distance rules at the airport and onboard and to wear personal protective equipment at all times, except for eating and drinking. Given that travel restrictions are constantly updated, we advise all our passengers to regularly check the latest travel restrictions. You can use the available features to make your journey smoother and more contactless by downloading our mobile application.

If you want to know more about the subject, you can click here.

HIS Travel: Can you tell us about the new normals of Changi Airport, one of the best airports in the world, for pandemic measures and the health and safety of travelers?

Mark Seah: As a central airport in Southeast Asia, Changi Airport has also implemented a series of precautions to protect the health of passengers and airport employees. Many of these revolve around the use of advanced technology to reduce physical contact.

There are check-in kiosks and baggage handling machines equipped with proximity sensors, so passengers do not need to physically touch the screens. Some passport control devices have also been upgraded to a new biometric system that uses a facial recognition system that eliminates the need for fingerprint scanning. Of course, general cleaning and disinfection are increased, especially in high-contact areas such as counters, luggage carts, and elevator buttons.

Changi Airport is an airport accredited under the Airport Health accreditation program of the Airports Council International (ACI).

“From August 2020, when Singapore Airlines re-started its passenger flights to Istanbul once a week, the passengers were allowed to pass from Turkey to Singapore.”

HIS Travel: Singapore is one of the countries where the pandemic was first seen. What are the precautions Singapore has taken regarding the COVID-19 outbreak? How do you think Singapore tourism will accelerate during and after the pandemic?

Mark Seah: In February 2020, Singapore recognized the seriousness of the COVID-19 virus and announced measures to limit interaction. This includes canceling or postponing large-scale events and encouraging everyone to practice good personal hygiene. In our most strict phase, wearing masks in public places became imperative, employees were forced to work from home unless exempted, all schools were switched to home learning, and unnecessary services were suspended. Individuals or organizations found to have violated these rules faced various sanctions ranging from imprisonment, heavy fines, to the cancellation of their residence or work permits.

On the aviation aspect, from the end of March 2020, foreigners have not been allowed to enter Singapore unless they have special permits. Transit was prohibited in Singapore unless the flight was an approved return flight. As a result, Singapore Airlines made a difficult decision about canceling flights to Istanbul, but we soon afterward returned in June 2020 with cargo flights only. All passengers entering Singapore must comply with a 14-day quarantine and be tested for the virus.

This transit restriction in Singapore has only been gradually relaxed since June 2020. From August 2020, when Singapore Airlines restarted its passenger flights to Istanbul once a week, the passengers were allowed to pass from Turkey to Singapore.

The general border restrictions in Singapore are unfortunately still too strict to encourage travel, but for good reasons. Singapore Airlines welcomes the establishment of "Mutual Green Lines" and "Air Travel Balloons" as it is the best compromise for now. We are confident that tourism will revitalize in the future and positive developments in vaccines will help accelerate the recovery.

HIS Travel: You have a comprehensive mileage program. What impresses us the most is the mileage donation opportunity that you maintain in partnership with Make-A-Wish Singapore in order to be used by children with critical illnesses. We would like to congratulate you for this wonderful opportunity that you provide KrisFlyer miles member passengers. Can you inform our KrisFlyer miles member passengers about this application?

Mark Seah: We are truly proud to partner with Make-A-Wish Singapore to fulfill the wishes of children tragically affected by life-threatening diseases. Since the partnership began in 2017, our KrisFlyer members have used over 30 million miles to fulfill the travel wishes of children and their families, with generous donations. Flying in the clouds is a delight for us in the travel industry and is probably one of the most memorable experiences any child will have. This partnership can help these kids take to the skies to raise their mood and hopefully get well. KrisFlyer members who wish to donate their miles to Make-A-Wish Singapore can log into our website to do so.

Apart from Make-A-Wish Singapore, since 1992, Singapore Airlines has been providing employment opportunities by enlisting the assistance of people who are part of the Singapore Intellectual Disability Movement (MINDS) to maintain and package headsets in Economy Class.

These outreach projects allow us to develop strong relationships with the communities we serve, and we will continue to contribute as much as we can.

"As Singapore Airlines, we offer unlimited free reservation changes for all tickets purchased from now until 28 February 2021, on condition that subject to terms and conditions."

HIS Travel: Will you have different promotions or campaigns for travelers and business travelers in the forthcoming period?

Mark Seah: Yes, we continue to regularly make promotions to various destinations where we are restarting flights. These promotions can be found on our website, mobile app, and through agents such as HIS that connect to us via New Distribution Capability (NDC). We are aware that travel restrictions are constantly changing and therefore as Singapore Airlines, we offer unlimited free reservation changes for all tickets purchased from now until 28 February 2021, on condition that subject to terms and conditions. Look out for the tempting deals in our forthcoming promotion!

HIS Travel: Singapore is a very special destination with its culture, colors, and tastes and it has been on the travel route of many travelers for a long time. Well, can you give 5 reasons to go to Singapore for those who have never been or do not think of going?

Mark Seah: I would like to share with great pleasure, some interesting and entertaining information through 5 senses.

Sight: Witness the beauty of the world's tallest indoor waterfall at Changi Jewel right next to Changi Airport. This waterfall, called the Rain Vortex, is 40 meters high and presents a stunning light show every evening.

Hearing: Enjoy free open-air concerts at the Singapore Botanical Gardens (UNESCO Heritage Site) and Esplanade. Go to Clarke Quay and Boat Quay on the banks of the Singapore River in the evenings to glance at nightlife and let up-and-coming local artists entertain you. If you are in Singapore on the first day of any month, listen to the bell ring that starts at noon. This is actually part of regular military exercises of the Public Warning System, which was set up to warn residents in advance of possible dangers and airstrikes.

Touch: Enjoy the sun, sand, and sea on Sentosa Island that Singapore's small Bali. There are 5-star private resorts here, and on the island slightly smaller than Büyükada, Universal Studios Singapore is one of the two Universal Studios theme parks outside of the United States. Sentosa is also home to the S.E.A Aquarium, which is home to one of the largest open ocean aquariums in the world.

Smell: An elusive fragrance may greet you when you walk past some fruit stalls in Singapore. Love it or not, Durian fruit is a must-try when in Singapore. This fruit is referred to by many as the "King of the Fruits" and has a very pervanding smell scent. Therefore, it is forbidden to carry it on public transport. Some airlines, including Singapore Airlines, have banned the transportation of this fruit. Interestingly, the smell from Durian even caused an emergency landing before.

Taste: Newly added to the UNESCO Intangible Cultural Heritage list, the peddler culture is something that all visitors should experience. Imagine a Grand Bazaar-like layout in this concept. But instead of shops selling rugs, lamps, or Turkish delight, imagine each counter selling food from different country cuisines. Many different options, with plenty of halal options, are offered through these peddlers. Some of these peddlers have even won Michelin stars and are selling their award-winning food for only 30 TL.

HIS Travel: Apart from touristic trips, Singapore is actually a unique place for business travel too. Which features of Singapore stand out in terms of business travel?

Mark Seah: In 2020, the World Bank ranked Singapore as the 2nd most business-friendly country among the 190 economies they analyzed. Some of the reasons for our attraction are a stable economy and clear policies that regulate government, banking, taxation, and accounting, having extremely strong connections with the world, and easy access to a qualified and confidential workforce.

Free Trade Agreement that entered into force in October 2017 between Turkey and Singapore, has opened many doors to Turkish companies to do business in Singapore. All exports from Turkey to Singapore are duty-free and Turkish companies may also bid for the Singapore government procurement contracts. With Singapore becoming part of the Regional Comprehensive Economic Partnership (RCEP), Turkish companies in Singapore can access supply chains involved 15 countries in RCEP, including China, Japan, and many other “ASEAN” countries. Also, there is an "Agreement on Avoidance of Double Taxation" to prevent the income earned from being taxed by both countries simultaneously between Singapore and Turkey.

Relative to MICE, the Singapore Tourism Board has initiated several plans to attract such movements to Singapore. These plans include incentives, grants, and free dining experiences or tours. Singapore Airlines supports this with gift tickets and a reduced price for MICE groups.

HIS Travel: Can you share 3 must-see destinations in Singapore Airlines' destinations?

Mark Seah: All destinations where Singapore Airlines flies are great places to visit, but if I recommended it, it would be the places that my career took me to. These are Singapore, Australia, and Japan. These countries have many different aspects from Turkey such as culture, food, lifestyle and I believe they will create lasting memories in memory!