After two flights were delayed more than 12 hours and news of the apparent poor management of the situation making waves online, Scoot's CEO, Campbell Wilson, had issued an apology and explained the cause of the delays.

It was not the best apology by any means and could have done better.

With the benefit of hindsight, Mothership.sg imagines how the drafting of the apology happened from different perspectives within Scoot:

Social media guy: Errr guys, I think something's wrong with one of our flights, people are going crazy on our Facebook page. Can someone tell me what's going on so I can manage the passengers' expectations?

Or I could just recycle some of those old memes we did with SGAG for the lulz *guffaws*.

The Engineer: I could use a few more people on my team so problems can be rectified earlier and quicker.

I can fix the plane faster if the corporate guys stopped hounding me for a timeline. These things are not like microwaving popcorn, there's no fixed timing.

Yet another weekend burned. FML.

The Flight Crew: Dear God, please let this plane take off now. I only get paid when I'm in the air. If they disembark again, the passengers are going to tear me apart.

Wished people from the head office can let us know when we can take off, the passengers are asking questions we can't answer.

The counter guy at the boarding gate: I'm damn suay. Tonight, I must go home and bathe with flower water. What is Scoot doing? I'm running out of fluff and smoke and these passengers look like they are one more battle cry away from a riot.

They really don't want to be sent home and want to be put up in a hotel.

The Finance Guy at Scoot: Man, we made a loss of $65 million last year. This debacle is bad for business.

Putting these passengers up at a hotel will add costs we don't need.

The Pilot: Regulations are regulations, I can't fly if I have exceeded the amount of work hours. But where's my replacement? What if I have to report sick for my next flight? Will the whole flight be postponed till my MC is over?

Communications specialist: Ok people, so the issue here is: the flight got delayed because of necessary safety measures; the passengers were not given ample information to manage their expectations; and they want accommodation because they would have waited 22 hours by the time they can fly out.

Let's understand that they are frustrated, made to wait hours without knowing what would happen, and we probably caused them to waste time and resources. Let's not antagonise them further.

We must also remember that we have loyal customers of Scoot on these flights who chose us for our quality and service and not because we are a budget carrier.

After understanding what happened, here's the gist of our apology:

We should apologise for our poor management of the situation, at least try to promise better service next time and set the expectation that if another delay of a similar magnitude occurs next time, the passengers will be treated better. We should not take the apology as an exercise to give excuses, ok?

Sounds good?

Some genius at Scoot: Forget all that.

Let's just skirt the entire issue of the poor handling of passengers, we wouldn't want the spotlight to be on how we frustrated customers, would we?

Instead let's talk about how we value safety and hence the delay, but make no mention of how problems should be ironed out BEFORE the flight. Just show them our commitment to safety!

And since we are in the red and have no provisions for accommodations, tell them they get what they pay for (in a classy way of course, we are a classy airline). This would set future expectations of course.

Throw in some Latin for good measure.

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