Which is harder, to get to the top or to stay on top? Why?

There is no simple answer to that question, but staying on top is something that we focus on in everything we do. The key is to ensure that we continue to deliver the best service to our customers with the best product- and not become complacent or take our success for granted.

Name one innovation we can expect from you in 2011.

Being innovative has been a priority for SIA since day one, in good times and bad. Throughout the downturn last year, for example, we continued to invest in projects that will bring new innovative offerings to our customers, and some of those will be introduced over the next 12 months.

As agents had voted for you, what would you do to win more business from them?

We are very grateful for all the support we have had from agents over the years. They play a vital role and we will continue to maintain our close working relationships with them, hear them out and proactively find new ways to cooperate.

If you have one burning message for travel agents, what would that be?

One key message is that travel agents will continue to play an important role in the industry. Like us, they need to always innovate, keep up with customers’ needs and have a good understanding of changing travel trends.

How did you go about celebrating the win?

We are very appreciative of this accolade and will share this award with our staff. While our main focus will always be on providing customers with the best products and services, our people are vital to our success and this is a validation of their hard work. 

Credits to Mr Ng Kian Wah, Senior Vice President - Sales, Singapore Airlines