'We learnt a lesson': Singapore Airlines CEO on trial of paper food boxes, removal of appetisers

The chief of Singapore Airlines (SIA) has admitted the airline could have done better with its rollout of paper food boxes and the removal of appetisers. CEO Goh Choon Phong on Tuesday addressed the "very strong feedback from customers" to the paper boxes for economy class meals, which were launched in March for a trial on some medium- and long-haul flights. The airline has since decided not to proceed with the initiative "for now", after criticism about its food standards and presentation of meals. Explaining the rationale behind the paper boxes, he told reporters that SIA could serve varieties of "comfort food" it could not offer in the past on economy class, including laksa and mee siam, as the boxes could retain moisture and heat. This meant customers could consume the food "in the way that it should be served". The management team, he added, had also tasted the dishes before the trial and found them to be "quite good". "However, we got very strong feedback from customers," he said. "We learnt a lesson ... (It is) not just how good (the food) may taste, but also the perception of using paperware during the inflight service." When the boxes were first introduced, some said the move made SIA appear "cheap" and that it was a cost-cutting measure. The airline has clarified the boxes cost more than the current disposable plastic casserole dishes. Goh acknowledged the airline should have "paid more attention" and been "more comprehensive" in looking at how the paper packaging could be perceived by customers.<br/>