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Changi Airport bestows top honours on airport community for service excellence

SINGAPORE, 18 February 2014 – Changi Airport Group (CAG) bestowed top honours on members of the airport community for their outstanding service contributions in 2013 at

its Annual Airport Celebration ceremony held at Raffles City Convention Centre today.

A total of 23 awards across five categories were presented to individuals and teams by Guest-of-Honour, Mr Lui Tuck Yew, Minister for Transport. The categories are ‘Service

Personality of the Year’, ‘Outstanding Service Staff’, ‘Outstanding Service Team’, ‘Outstanding Custodial Staff’ and ‘Service Partner of the Year’, the last an award for organisations.

Mr Lee Seow Hiang, CEO of Changi Airport Group said, “Stalwarts in the airport community would remember that Changi Airport honoured its first ‘Personality of the Year’

award recipient in 1994, exactly 20 years ago. Since then, we have had the privilege of recognising an outstanding individual every year for his or her exceptional commitment to

serving our passengers well. We are proud of this year's recipient, Mdm Tan Beng Luan, who shows that helping and assisting others is very much part of her DNA.

“The aviation industry has undergone significant changes since the late 1980s; Changi Airport has also undergone several transformations. Despite increasing passenger traffic,

rising to more than 53 million each year presently, the airport community continues to deliver the Changi Experience consistently. We thank the award recipients across all

categories this year and also salute the tens of thousands of silent service heroes who have contributed tirelessly to making Changi Airport what it is today.”

Award recipients were selected based on the extent to which they had gone beyond the call of duty to assist passengers; their initiative, resourcefulness and creativity in handling
For example, to improve the security screening experience for passengers, CAS introduced Airport Service Ambassadors and Service Operations Supervisors at the gate

holdrooms in 2013. These personnel are trained to explain airline regulations to passengers, including policies on liquids, aerosols and gels. They are also trained on

how to deal with passengers in different situations with the aim of solving issues for passengers with minimal disruption to their travel plans.
CAS also pays close attention to staff engagement and staff well-being. Through participation in Changi Airport‟s annual Employee Satisfaction Survey, CAS has been

able to gain insights into the concerns of its employees. In mid-2013, with support from CAG, it also undertook a wage restructuring exercise for its staff. As a result, the overall

salary packages of Auxiliary Police Officers increased by an average of 10% and that of the Aviation Security Officers increased by an average of 15%.


Please see Annex B for the citations for the ‘Service Personality of the Year’, ‘Service

Partner of the Year’ and ‘Outstanding Custodial Staff (Gold)’ award recipients.


Attention to employee satisfaction

Against a backdrop of tightening manpower supply in the service sectors, it is ever more

important for employers to ensure that their staff are motivated and happy in their jobs, as

only then will they be productive employees.


It is in this spirit that, since 2011, CAG has conducted the annual Changi Airport  Employee Satisfaction Survey among staff of its partner organisations and vendors

involved in airport operations to gain insights into the wellbeing of the airport community.

CAG shares the survey results with the respective parties and works closely with them to improve the working conditions and well-being of their staff.


For example, on learning that airport staff preferred a private area to rest their feet and relax during their break times, CAG built staff lounges in the transit halls of all three

terminals, so that airport staff can have a comfortable and quiet environment for rest, away from public view. These lounges come complete with essential amenities such as

sofas, pantry and dining areas, and entertainment facilities such as TV and Internet  stations.

From the surveys, airport agencies can also track their employees‟ engagement levels from year to year. In the 2013 survey, 15 out of 20 agencies showed improved scores

compared to the previous year. This shows the commitment of the employers to make Changi Airport a great place to work for their staff.


Service excellence anchors Changi’s philosophy

In his address to the airport community at the award ceremony, Minister Lui said, “Since its opening in 1981, Changi Airport has done Singapore proud. Amongst its

achievements, its performance in the 2013 Customer Satisfaction Index Singapore deserves special praise. Changi scored 85.5 points, a 12.7 point improvement over 2012.

This is also the highest ever score in the Customer Index‟s history for any sector.”


With more than 450 awards under its belt since its opening, Changi Airport remains the most awarded airport in the world. In 2013 alone, Changi Airport garnered 30 “Best

Airport” awards from various travel publications and aviation organisations.

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