This enriches his service delivery, inspiring him to serve customers with empathy and compassion. “I don’t categorise people based on a few interactions. Instead, I enjoy engaging with customers on a more personal level if they are open to sharing,” he reflects.
Moon also notes that Singapore Airlines often partners with brands steeped in heritage. “I like exploring the origins behind the products Singapore Airlines uses. From prestigious champagne houses like Krug and Taittinger, to tableware brands such as Lalique and Narumi, we have a tradition of working with brands with a long lineage,” he says. “I enjoy sharing these details with customers to enhance their experience of flying with us.”
At the end of the day, while there’s plenty to treasure about the past, Moon feels that it is also important to look ahead to the future. As he reflects, “appreciating tradition does not stop us from embracing technology. Instead, it helps us to see how far we’ve come”.