Passengers aboard Singapore Airlines (SIA) flight SQ893 were stranded on the tarmac of Hong Kong International Airport for about four hours on September 10 before being informed that the flight had been cancelled. The flight, scheduled to depart at 3:40 pm for Singapore, encountered a technical issue that persisted despite multiple attempts by ground engineers to fix it.
Background
SIA confirmed that flight SQ893, operating from Hong Kong to Singapore, faced a technical issue on the ground. Despite several efforts by ground engineers, the problem could not be resolved, leading to the eventual cancellation of the flight. All passengers and crew disembarked the aircraft normally, and SIA arranged alternative flights for the affected passengers.
Timeline of events
The flight was initially scheduled to take off at 3:40 pm. However, passengers did not disembark until around 8 pm. A passenger named Tan, aged 59, mentioned that the captain informed them about the issue and that engineers were conducting checks. During the wait, the crew served juice and water. At one point, the air-conditioning and lights briefly went out, making the cabin feel “warm and stuffy,” according to Tan. Passengers were finally told at 7:30 pm that the flight was cancelled. Tan was rebooked on a Cathay Pacific flight departing for Singapore at 1:40 am on September 11.
SIA’s response
SIA issued an apology for the inconvenience caused, stating, “SIA sincerely apologises for the inconvenience caused. The safety of our customers and crew is always our top priority.” The airline ensured that all affected passengers were transferred to alternative flights.
Passenger experiences
Passengers shared their experiences of the ordeal. Tan, who was rebooked on a Cathay Pacific flight, described the situation as uncomfortable due to the brief outage of air-conditioning and lights. Despite the inconvenience, passengers were provided with refreshments during the wait.
Future implications
This incident highlights the challenges airlines face with technical issues and the importance of effective communication with passengers. SIA’s prompt response in arranging alternative flights and issuing an apology demonstrates their commitment to customer service. Future developments may include improved protocols for handling such situations to minimise passenger inconvenience.
