Singapore Airlines (SIA) said that it will consider feedback from customers before it comes to a decision on the use of paper serviceware on its medium- and long-haul flights.
SIA on Thursday announced a trial of the serviceware in economy class and premium economy class on selected flights in a Facebook post on Tuesday, saying that the new containers could "retain heat and moisture better than the current casserole dish" and would also allow the airline to serve "soupy and gravy-rich main courses" on its longer routes.
However, the announcement was met with some criticism and confusion on social media.
Some commenters said the move made SIA appear "cheap" and that it was a cost-cutting measure despite the airline's recent increase in profit.
"Sorry, but you should be using proper crockery in Premium Economy like other airlines. Very disappointing," one said on SIA's Facebook page.
Several Reddit users also likened the new containers to the outration meal boxes used by the Singapore Armed Forces.
In response to CNA queries, a spokesperson for the airline said: "SIA will take on board customer feedback as well as operational considerations before deciding if this will be expanded across all medium- and long-haul flights."
The spokesperson also provided some clarifications regarding the serviceware and rejected the suggestion that the new containers would help to cut costs.
"The new serviceware is made of Forest Stewardship Council-certified paper, and will replace the disposable plastic casserole dish," the spokesperson said.
"This will help to reduce the amount of single-use plastics on board the aircraft … there are no cost savings by switching to the new serviceware from the casserole dish."
SIA senior vice-president for customer experience Yeoh Phee Teik said that the new containers in fact cost more than the serviceware the airline currently uses.
"This trial is part of SIA's continuous pursuit to elevate the on-board dining experience. We have spent many months and invested resources in developing this new serviceware," he said in a note sent to the media.
"While it costs more than the current serviceware, it allows us to act on customer feedback by improving and expanding our in-flight meal offerings in premium economy class and economy class on medium- and long-haul flights.
"At the end of this trial, we will consolidate all feedback, and review how we can further improve our on board dining experience."
The spokesperson said that the trial will not extend beyond SIA's economy and premium economy classes.
Signage of Singapore Airlines Ltd at the company's booth at the Aviation Festival Asia 2023 in Singapore on Tuesday. (Photo: Bloomberg)
According to SIA, the new containers have secure lids. This is in contrast to its casserole dishes, which are covered with aluminium foil.
"By having a more secure lid instead of the aluminium foil cover, the new serviceware is able to better retain heat and moisture; helping to enhance the taste and texture of our main courses," the airline said in the note.
"The lid also allows SIA to offer our customers soupy and gravy-based dishes, which were previously not available in premium economy class and economy class on medium- and long-haul flights.
"This includes highly popular Singapore local favourites such as mee siam, laksa and congee, which were previously only available on our regional flights under 3.5 hours."
There is no change in the quantity of food in the new containers compared to the current casserole dishes, the airline added.
The trial of the serviceware began last month on selected Singapore-Hong Kong flights and was expanded on Wednesday to include some flights from Singapore to 11 other destinations. These include London, Mumbai, San Francisco, Seoul and Sydney.
The trial will conclude on March 25.
SIA has been using a different type of paper serviceware on its short-haul flights since December 2020.
These paper boxes, which also have Forest Stewardship Council certification, are accompanied by bamboo cutlery.