The expectation of having the opportunity to enjoy more legroom and quieter surroundings and the expectation of having some degree of personal space when seated in the business class cabin on an aeroplane come with a level of trust that the airline will maintain a professional environment. However, on Singapore Airlines‘ flight SQ406, one unlucky traveller discovered the fragility of this trust.
As reported by a passenger on this flight (who remains anonymous at the time of writing but goes by the name of “Stomper MM” on social media), he used the lavatory at the rear of the aircraft prior to takeoff, when the door opened on two separate occasions due to a faulty locking mechanism. This passenger stated that he felt that he had lost a great deal of dignity due to this experience; he believed that his ability to maintain some privacy and dignity was violated by the actions of the staff member who was responsible for closing the door while he was using the restroom. After the incident, the lavatory was locked for the duration of the flight, and the incident was covered by multiple forms of media, exposing the airline’s failure to provide customers with a private atmosphere. Singapore Airlines has since apologised to the affected passenger and has come in for further scrutiny concerning their procedures and maintenance programme regarding the passenger’s right to privacy.
Singapore Airlines stated to local media that it “sincerely apologies to the customer for the distress that has caused”. They also confirmed that the door was taken out of service following the incident. However, an apology alone rarely provides satisfaction to a passenger who feels vulnerable in both the literal and the symbolic senses. Passengers expect consistency of service from a premium airline, so even the smallest mechanical failure can have a large impact on the passenger’s experience.
Why is a lavatory door vital? Lavatory doors on aircraft are small and light, and they are designed to provide an ideal balance of privacy and safety. Most lavatory doors use simple sliding or lock systems to indicate externally that they are “Occupied” when engaged. Many designs also include an emergency access point for crew members, located close to the window that indicates occupancy status, so that crew members can access lavatories during medical emergencies or other urgent situations. In order for these emergency access points and lavatory door systems to work properly, they must be maintained regularly and checked prior to every flight for maintenance to avoid any chance of embarrassment or safety risk at 30,000 feet in the air.
The design and accessibility of lavatories (restrooms) is enforced by U.S. aviation laws (Regulations 14 CFR 121.313(b) and 49 U.S. Code § 40108 (a)) as well as Department of Transport (DOT) guidance. The lavatory features, such as the door latch and the attendant call button, must meet disability access standards. Therefore, it is also important that the lavatory hardware meets both technical requirements and human-centered design standards. Although the latent example provided by the airline does not have anything to do with a disabled user, it does serve to illustrate how the failure of a single mechanical latch can lead to a domino effect of safety, privacy, and compliance issues for that airline.
The reputational risk for an airline is also apparent. For instance, Singapore Airlines has recently been involved in far more serious safety investigations than this instance of a faulty door latch, such as damage caused to aircraft during turbulence and ongoing scrutiny of the airline’s operations. The findings of these investigations directly affect how the public views the airline’s commitment to the safety and welfare of passengers. The combination of many small mechanical incidents occurring, followed by numerous passengers posting online an actual experience about a particular airline, generates present-day viral complaints. As a result, this creates pressure on airlines to provide transparency in the ongoing investigation of, and future remedial actions taken to prevent, such mechanical issues from occurring in the future.
This incident presents valuable lessons for both passengers and carriers. Passengers must provide prompt notice of equipment malfunctioning to the airline immediately. It also details how the airline responded to various situations, often refunding passengers or offering goodwill for failing to provide the entitled service. Carriers need to increase focus on preventative maintenance and conduct a thorough assessment of how their crews managed and dealt with privacy-sensitive issues. Conducting lavatory checks before departure; quickly tagging an aircraft when it becomes unserviceable (to allow the airline to notify passengers early); and creating an established mechanism for notifying all impacted passengers of action taken so that passenger remarks are captured rather than lost or neglected by airline personnel — are just a few things that would be beneficial to carriers to effectively manage these types of situations. Every aircraft undergoes constant testing at 35,000 feet.
A lavatory lock is considered an insignificant component; however, the failure of one can highlight a carrier’s lack of quality control and sympathy in terms of meeting their passenger’s expectations. Moreover, if a carrier advertises itself as one that provides calm and comfort, the best solution is to enhance maintenance practices, revise their slogan, and ensure that each passenger’s need for privacy is respected from the moment they engage the lavatory lock until they exit.
