2016 annual airport Celebration - CAG Newsletter_Apr

OneChangi
Many partners, many missions
APR – JUN 2016
2016 Annual Airport
Celebration:
Unveiling Changi’s Best Service Personnel
Star of
ONE Changi
Sapieh Matsom and
Jayaraman Satheeskumar
Plant the Seeds of Beauty
SATS Unveils
“PASSION TO
delight begins
with me”
Customer Service Campaign
Changi Wins
Skytrax’s World’s
Best Airport Title
for the Fourth
Straight Time! 4
Learning Nuggets
Th e FOUR
tr uth s o f
custo m e r
s e rvi ce
We are familiar with service excellence.
However, putting the principles into practice
can be challenging. Let us learn about the four
truths of customer service.
1
2
t h er e a r e
no di f fi c ult
pas s en ger s
Passe ng er s
will ap p r eciat e
since re effo r t s
Why? The passenger’s perception is
his reality, shaped by his upbringing
and culture, which could be different
from ours.
Training may not prepare us for every possible
scenario. When a new situation arises, things
sometimes go wrong and mistakes are made.
Rather than taking it personally, it is
important to LISTEN EMPATHETICALLY
to understand the situation that the
passenger is in. Remember — there are
no difficult passengers; only passengers in
difficult situations.
When something goes wrong, it is important to
put ourselves in the shoes of the passenger by
SEEKING CLARIFICATION from the passenger
and seeing his point of view. Through gathering
information, you will be able to ensure that
the right follow-up action can be taken, thus
avoiding any further misunderstanding.
Do not assume — Ask probing
questions to determine the exact
situation faced by the passenger.
Suggest a few solutions for the
passenger to consider.
Get passengers to agree with your
suggestions before taking action.
Simply ask: “Is this option okay
with you?”
Remember, passengers appreciate it when
they see us putting in the effort to assist
them, even if the final solution is not the
most ideal.
Here are some techniques which we can apply
when handling a passenger in distress.
4
3
A l l Pas s en ge rs
A r e Di f fer ent,
S o T hey Hav e
D i f f eren t
E x p e c tati o ns
We cannot deny that culture
plays a huge part in forming
beliefs and creating mindsets.
When it comes to service, a one-size-fitsall solution does not exist. This is because
expectations will always vary from one
passenger to another.
To deliver a consistent service at Changi,
we must always fall back on our Changi
Service DNA — Personalised, Stress-free and
Positively Surprising.
Personalised – We need to recognise that
each passenger is a unique individual, and
be sensitive to his emotions and needs.
Stress-free – Travelling can be stressful
for some passengers. In Changi, we always
strive to give them a peace of mind by
anticipating and meeting their expressed
and unexpressed needs.
Positively Surprising – We have to
constantly seek opportunities to delight
our passengers and think of creative
ways to make their journey at Changi
a memorable one.
When you exhibit the Changi Service DNA
while servicing passengers, you should be able
to wow them, regardless of their nationalities,
religions or cultures.
H u man
int er act io n
w ins t h e hear t
Human interaction is vastly important
in delivering a service experience that
exceeds passengers’ expectations.
While many processes in the airport are
automated, we still need to constantly
ENGAGE our passengers with a personal
touch, and ensure their time in Changi is
stress-free.
Always remember that nothing beats a
SMILE from a passenger because that
means we have left a positive impression
on him. Our kind act does not have to be
massive — EVERY SIMPLE HELPFUL ACT
MATTERS.
May the FOURS be with you!
02
ONECHANGI apr-jun 2016
Editor’s
Note
Just in!
The new wall murals have gone
up. Their faces now greet us and
their service stories motivate us
every day. We’re talking about our
top honourees at the 2016 Annual
Airport Celebration!
Well done, everyone! Changi has been voted the World’s Best Airport for the fourth
consecutive time at the 2016 World Airport Awards by Skytrax. We also added two awards
to our belt: Best Airport in Asia; and Best Airport for Leisure Amenities. Sweet!
“It is the extraordinary effort and commitment of the entire airport
community that drives Changi’s success. We thank our passengers and
partners alike for their continued support and confidence in us."
– Mr Lee Seow Hiang, CEO, Changi Airport Group (CAG)
contents
Learning Nuggets
Lifestyle
02 The FOUR Truths of
Customer Service
17
Let’s Get Social
18
19
04 2015 Changi Airport Year in Review
05 Gong Xi Fa Cai, It’s PM Lee!
Spotlight
06 Service Stars Shine Bright
Annual Airport Celebration 2016
Feature
10 SATS Goes Big to
Delight Passengers!
Let DFS Whisk(y) You Away!
11 Kudos to Our Gracious
Ambassadors!
Recognitions
12
14
16
First Class Service Act
Extra Mile Award
Passengers’ Love Notes to
Our Changi Staff
Exploring Singapore:
6 Must-do Things in 2016!
What’s New?
Changi’s Two New Duplexes
Set to Wow
Changi Airport Crowns
New Millionaire!
Happenings @ Changi
20 Beat the Stress, Check in Early
at Changi
Driving a Culture of Safety
in Changi
21 With Flying Colours
Towards the Goal of ONE Changi
The prestigious and highly
anticipated event took place at
Marina Bay Sands on 2 March 2016.
Arumugam Karuppiah, Senior Officer
Commanding, Certis CISCO Aviation
Security, took home the highest
accolade of Service Personality of
the Year. ONE Changi has dedicated
this issue to profiling Arumugam’s
as well as other inspirational
personalities’ stories. Read them
all on page 6!
Flip the pages and learn what SATS
and DFS have been up to. On a
mission to wow passengers, SATS
has rolled out a customer service
campaign named “Passion To Delight
Begins With Me”. DFS is also bringing
its A game — it has become the
first travel retail venue ever to be
awarded The Whisky Ambassador’s
Venue Accreditation! Wow!
Also, this issue, we have not
one but two glittering Stars of ONE
Changi. Have you ever wondered
whom you have to thank for
maintaining the beautiful flowers
and green plants in Changi? Wonder
no more. Sapieh Matsom and
Jayaraman Satheeskumar, our newest
Stars of ONE Changi, are inviting
you into their world of horticulture!
All the interesting tidbits are on
page 23.
From the lowdown on ONE
Gracious Changi appreciation lunch
to a list of super fun things to do in
Singapore, this issue is one you do
not want to miss!
Soundbites
22 Whom in Changi Would You Like
to Have Coffee or Tea with?
Stars of ONE Changi
23 Sapieh Matsom and
Jayaraman Satheeskuma
Have a suggestion on how to spice
up ONE Changi? Write in to us at
[email protected] today!
Mr Lum Ber One @ Work
24 Keep Changi Safe for You and Me!
ONECHANGI apr-jun 2016
03
Let’s Get Social
2015
Changi Airport
Year in review
55,448,964
total passenger Movements
1,853,087
total Cargo Tonnage
346,334
total Aircraft movements
>320
6,800
flights
every week
Fastest
DESTINATIONS
Connected
to changi
Growing Routes
TOp 10
destinations
Jakarta
bangkok
kuala lumpur
hong kong
manila
tokyo
bali-denpasar
ho chi minh city
taipei
sydney
indonesia
malaysia
thailand
australia
china
hong kong
india
japan
philippines
vietnam
TOp 10
country
markets
flight every
90 seconds
ONECHANGI apr-jun 2016
MUMbai
UP 8.2%
Guangzhou
UP 8.7%
Bangkok
UP 16.6%
colombo
UP 17.3%
1
04
Tokyo
UP 8.7%
The Busiest Day
19 Dec 2015
No of passengers >192,000
Let’s Get Social
>39 million
Total Bags handled
Gong Xi
Fa Cai,
It’s PM Lee!
Prime Minister Lee Hsien Loong came by the
airport on the first day of Chinese New Year
to thank our hardworking colleagues who
were on duty during the festive period.
>100
Airlines
Operating at
Changi airport
8
New carrieRs
AirBridgecargo*
Air new zealand
batik air
my indo airlines*
myanmar national airlines
oman air
polar air cargo*
thai lion air
Everyone clamouring for a photo! Were you one of the lucky ones?
10
New city links
cairns
changchun
cincinnati*
luang prabang
lucknow
muscat
quanzhou
sanya
u-tapao
yinchuan
Who knew Prime Minister and his wife were such experts at taking wefies?
* cargo
ONECHANGI apr-jun 2016
05
Spotlight
Service Stars
Shine Bright
Annual Airport Celebration 2016
Yet another year has gone by, and we can all be proud of the strong service culture we’ve so
diligently built. On 2 March 2016, we celebrated our achievements during the Annual Airport
Celebration 2016, held for the very first time at Marina Bay Sands!
The theme of this year’s celebration was
“Service Stars of Changi”. And boy, was it a
glittery event! Award winners and attendees
walked on the red carpet and felt like
superstars. The event was styled just like
prestigious award ceremonies such as Oscars.
We invited our very own slate of Changi
A-listers!
2015 was a momentous year for Changi.
We had another year of stellar service
performance, and we added 28 Best Airport
Awards to our collection. In his speech,
During the ceremony, we handed out
21 awards, honouring the best service persons
we have in our midst. The Service Partner of
the Year award went once again to Certis
CISCO Aviation Security (CAS). The Service
Personality of the Year went to Mr Arumugam
Karuppiah, also from CAS. Certainly it was
double joy for the organisation.
Minister Khaw presenting the Service Partner of the
Year award to Mr Paul Chong, Certis CISCO CEO, and
Mr Benny Lim, VP and Head of CAS.
Mr Lee Seow Hiang, CEO of CAG, attributed
the success to the ONE Changi community
and encouraged all to contribute to further
success. He also thanked the service heroes
at Changi, who all outstandingly displayed
initiative and care as well as stepped up
and changed the lives of the people they
encountered.
Our charming Housekeeping staff looking good
for the camera!
This year, we received close to 280
nominations for service acts, a record number
of nominations received for AAC thus far.
The AAC award winners making a grand entrance into the event hall!
06
ONECHANGI apr-jun 2016
Key officials of Changi Airport interacting with Minister Khaw.
Star-studded performance by our very own Changi airport talents!
Spotlight
Service
Personality
of the Year
Arumugam Karuppiah
Senior Officer Commanding,
Certis CISCO Aviation Security
“Service should come from a place of
sincerity and loyalty. Don’t look for
rewards.”
Having worked in Certis CISCO Aviation Security
since 2006, Arumugam (Aru) has seen quite a
lot. But the incident on 24 November 2015 left
an indelible impression on him.
A passenger had fainted outside a gate hold
room and he later fell into a coma. Aru soon
learnt that the passenger was the only son and
sole breadwinner. “The passenger’s mother
shared that she had earlier urged her son not to
head to Hong Kong for work if he was feeling
unwell. However, the latter wanted to earn
money for the family and so he pressed on
despite his illness,” says Aru.
Aru, on behalf of my
family, aunt and uncle, we
want to thank you for your
help, the love, the prayers,
and your presence.
– Joanna, cousin of passenger
Service
Partner
of the Year
Award
Certis CISCO Aviation Security
Three-time consecutive winner
for 2015, 2014 and 2013
Certis CISCO Aviation Security (CAS)
has once again shown itself to be an
organisation that consistently places
service excellence and people at the
core of their business. CAS manages
Unfortunately, the passenger’s condition
deteriorated and he passed away. On his
immediate reaction, Aru shares, “I’m the
youngest in my family and I took care of my
parents until their final moments. I know what’s
at stake when you’re a caregiver. When I heard
of the news, my thoughts turned to ‘who’s
going to take care of the passenger’s elderly
parents?’”
Making a Difference
As sad as Aru and his team were, they were not
helpless and could do something. Aru organised
a funding effort amongst his management
team to help the passenger’s family. Being a
father himself, Aru understood the pain of the
passenger’s parents and continued to provide
emotional support to them. Later, Aru learnt
from the passenger’s cousin that she needed to
bring his ashes back to Hong Kong. Springing
into action, Aru contacted the airlines to secure
a ticket for the passenger’s cousin.
With the help of Aru and his team, the family
was well-taken care of during their most
difficult period. They were very grateful. Suffice
it to say that this incident has greatly impacted
Aru’s life. “This is an invaluable lesson that I’ve
shared with my daughter and my team. And
every time I did so, tears would well up in all
our eyes.”
a team of nearly 4,000 officers who
perform various security, access control,
patrolling and screening functions
across the airport.
Despite winning the Service Partner
of the Year for the past two years,
CAS did not rest on its laurels. CAS
continued to invest in its people and
introduced new initiatives to take
their overall performance to an even
higher level. Over the past year, CAS
has achieved remarkable improvements
and achievements. In 2015, it garnered
double the number of compliments
received in 2013 and 2014.
For its commitment to service
excellence and staff development,
CAS was awarded the Service Partner
of the Year Award 2015.
ONECHANGI apr-jun 2016
07
Spotlight
Outstanding Service
Staff of the Year
(Gold)
Haresh S/O Chandran
Service Operations Supervisor,
Certis CISCO Aviation Security
Harbans Singh
Senior Supervisor,
dnata Singapore
SI Goh Kim Chuan
Investigation Officer,
Singapore Police Force
“Impossible” is not in his Vocabulary
When Paternal Instincts Kick In
A Beacon of Light
What would you do if you found a misplaced
laptop bag? Standard operating protocol
says to return it to the information counter.
But Haresh, a familiar face in our service
hall of fame, did not stop at that. In an
awe-inspiring move, he took urgent leave,
flew directly to India and returned the bag
to the rightful owner.
Losing your passport or personal items
has got to be the most worrying thing
when travelling. This was what happened
to a young Indian passenger. “I told the
passenger not to worry and that I’d do my
best to help,” says Harbans.
Investigation Officer (IO), Station Inspector
(SI) Goh Kim Chuan from the Airport Police
Division was assigned to deal with a foreign
passenger who was arrested but subsequently
referred to hospital for treatment.
This move came with a sacrifice: he had to
cancel his annual pilgrimage trip. Why did
he do so? Haresh shared that he empathised
with the passenger, as his own father once
struggled to support the family. He did
not want to regret not helping when he
could have.
One word: Wow!
Keeping his word, the service veteran
assisted the passenger with making a police
report. Harbans also treated the passenger
to dinner. Even though it was already past
his shift, he drove the passenger to the
High Commission of India and paid for the
processing fee from his own pocket.
As a father himself, Harbans says he sees
all young passengers in Changi as his own
children. His service philosophy? “If you
want to do something, do it and see it
through to the end.”
silver
08
Knowing that the passenger’s family would
be worried, SI Goh provided regular updates
on the passenger’s condition to his sister.
As the passenger’s Special Pass had to
be cancelled, SI Goh went to queue at
Immigrations Checkpoint Authority (ICA)
early on his day off, so that the passenger’s
family would not have to stand in line.
SI Goh also worked with ICA to expedite
the cancellation request.
SI Goh also ensured a smooth departure for
the passenger and his family. He had shown
great empathy towards the passenger and his
family. Kudos!
bronze
Tango Marion Joyce
Luvenus Jewellery
Nguyen Tran Duc Huy (Steven)
P-Serv
Fauziah Binte Mohd Ali
P-Serv
Rozidah Yasin
SATS Ltd.
Mohamed Danial Goh Swee King
Singapore Police Force
Tanaletchumi A/P Muthusamy
Certis CISCO
Mok Fei Fei Audrey
P-Serv
Lim Teck Chye
ICA
ONECHANGI apr-jun 2016
Spotlight
Outstanding
Custodial
Staff of
the Year
(Gold)
Wahid Bin Said
Trolley Service Officer,
Smarte Carte Singapore
The Upright Citizen
Wahid is certainly a moral compass. His work station is at the taxi stand
of Terminal 1’s Arrival Hall. “Passengers tend to be rushing home or
to their next appointment, and sometimes they forget their personal
belongings,” he says. One day in January 2015, he came across a pouch
containing AU$10,000 as well as a Qantas frequent flyer membership
card. Without hesitation, Wahid returned it. “It’s my duty. I used to
work in the hotel line for 30 years and we would return any found
items. Honesty and integrity are traits Smarte Carte instils in us as well.”
What a role model!
“The positive and bubbly charisma of Wahid always brings joy and
laughter to his team members. His forward-looking personality also
allows him to lead by example.”
– Angela Tan, Assistant Manager, Human Resource,
Smarte Carte Singapore
silver
Muhammad Idris Bin Elias
Smarte Carte
bronze
Quek Su Yen Trixia
Clean Solutions
Selvamogan Selvarajan
Clean Solutions
Ng Joo Kiat
Primech Services
Tong Ang Hock
Smarte Carte
Outstanding
Service Team
of the Year 2015
team 1
Rukmani D/O Nadarajan (Rita),
Karamjit Kaur D/O Jagjeet Singh,
Mohammed Hafiz Bin Shalong
P-Serv
team 2
V. Senthamarai
ICA
Lim Liu Pang Wendy
Jetstar
Rozidah Yasin
Hidayati Adiman
Jasmine Kwok Yee Leng
Mohd Azrin Mohamad
Choo Wei Yee
SATS Ltd.
ONECHANGI apr-jun 2016
09
Feature
Goes Big
to Delight Passengers!
SATS personnel are now on a mission
to impress passengers at every turn!
On 14 January 2016, SATS launched
its customer service campaign
named “Passion to Delight Begins
With ME”.
Officiated by SATS Ltd. President and CEO,
Mr Alex Hungate; Executive Vice Presidents
and Senior Vice Presidents; and Ms Joanna Er,
Chairman of Airline Operators Committee,
the launch honoured SATS’s very own Service
Stars too. SATS also took the opportunity to
kick-start a one-year programme aimed at
heightening customer service excellence. Let’s
take a look at what it entails!
Uniform Transformation:
Agents will don the
sophisticated crimson
uniform, symbolising
professionalism and
SATS’s commitment
to enhance customer
service.
The launch was an eclectic and electric showcase of
bright colours!
Be Inspired by SATS’s Customer
Service Campaign
6
main service themes
in Passion to Delight
Begins with ME
A Warm Smile
Being Well Groomed
Caring for Customers
Good Teamwork
Taking Pride in What We Do
Going The Extra Mile
10
ONECHANGI apr-jun 2016
A 360-degree Customer
Service Experience
SATS has an array of products and services that
will take service delivery skywards.
• Newly upgraded Premier Club Lounge
• Fast and Seamless Travel (FAST) makes
check-in experience fuss free
• Real-time visibility on resource
deployment, event management and
electronic reporting with IPAX, i-Trek
and i-Fleet mobile apps
• SATS e-Commerce AirHub is a new
automated facility that offers greater
connectivity and track-and-trace
capabilities to postal agencies and
e-commerce players
• The Cabin Services Inflight Catering
Control Management System ensures
efficient handover of meals to cabin crews
• Catering Shelf Stable Ambient meals
and oven-able products: hygienic and
quick to reheat
CAG and 15PL Limited. A plaque was unveiled
at the event by Ms Wilcy Wong, DFS Group’s
Managing Director, Singapore and Indonesia;
Mr Mark Sullivan, Vice President of DFS Global
Talent Management; and Ms Leigh McGrotty,
Whisky Ambassador Trainer.
Let DFS
Whisk(y)
You Away!
Have you heard? DFS Singapore
Changi Airport is the first travel
retail venue ever to receive The
Whisky Ambassador’s Venue
Accreditation! The Whisky
Ambassador programme
is the UK’s only accredited
course that imparts to
staff the knowledge, skills
and confidence to engage
customers on all things related
to Scotch Whisky.
SATS President and CEO Mr Alex Hungate
addressing the crowd.
From left to right: Ms Wilcy Wong, Mr Mark Sullivan
and Ms Leigh McGrotty posing with the new plaque.
A ceremony was also held to officially
certify the 20 newly minted DFS Whisky
Ambassadors. All guests toasted to the
milestone with Glenfiddich Rare Cask Single
Malt Scotch Whisky with a hearty “Sláinte”
— which is a Gaelic toast meaning “your
good health”!
Did you know that our DFS Sales
Associates are actually experts on
wines & spirits? Now, 20 of them can
add “Whisky Ambassadors” to their
credentials. These Sales Associates
underwent extensive training to
learn about the history, culture and
production of whisky as well as its
taste and nose.
DFS held a Scotch-themed celebration
at DFS Wines & Spirits Duplex,
Terminal 3. A bagpiper from McLion
Pipers entertained guests with
traditional tunes. In attendance were DFS
senior managers as well as guests from
If you bump into these Whisky Ambassadors, be sure
to ask them all your burning questions about how to
appreciate whisky!
Feature
Shilla winning team.
Kudos to
Our Gracious
Ambassadors!
Mr Jayson Goh, Senior Vice President,
Airport Operations Managment of CAG,
giving his welcome address.
Our airport colleagues cheering on the
performances!
Was it just us or did Changi feel
even friendlier and cosier in the
last quarter of 2015? Oh, right!
What we felt was the impact of the
ONE Gracious Changi campaign!
50 Gracious Ambassadors,
appointed by CAG and our airport
partners, took on the noble task
of promoting gracious behaviours
within Changi.
the gracious Changi experience. Mr Goh also
called for the community to continue making
graciousness a part of the Changi spirit.
An appreciation lunch was held on 14 January
2016 to thank our hardworking Ambassadors
and airport partners for their efforts. The event
was graced by ONE Changi Advisor Mr Tan Lye
Teck; ONE Changi Chairman Mr Jayson Goh;
and ONE Changi stakeholders as well as our
fellow colleagues.
During his welcome speech, Mr Goh praised
the airport staff for their enthusiasm in shaping
Our colleagues also flaunted their talents and
participated in a song and dance competition.
Different teams put up energetic live
performances, set to the song ONE Gracious
Changi Way. The performances earned
applause and cheers from the audience!
ONE Gracious Changi Song and
Dance Competition Results
Champion: Shilla Travel Retail
1st Runner-Up: P-Serv
2nd Runner-Up: Certis CISCO
Aviation Security
Consolation Prize: Lagardère Travel Retail
Making a Difference Together:
Most Engaging Partners 2015
“Alone we can do so little; together we can
do so much.” There is much truth to this
quote by American author Helen Keller.
The rousing success of ONE Gracious Changi
is owed to our airport partners too. We
awarded the following top three partners
(in no particular order) for inspiring their
own staff to be gracious through their own
in-house initiatives.
Smarte Carte Rewards Its Staff
Smarte Carte held sharing sessions with its
Trolley Service Officers (TSOs) to reinforce
the ONE Gracious Changi behaviours. They
implemented an in-house incentive programme
that motivated their officers to emulate the
gracious behaviours.
DFS Venture Celebrates through
the Universal Language
Music makes the people come together!
DFS encouraged its staff to learn the lyrics of
ONE Gracious Changi Way. During their lunch hours,
DFS personnel also made the rounds and thanked
other Changi staff who displayed graciousness.
Certis CISCO Aviation Security
Walks the Walk
Certis CISCO ran its very own three-monthlong CAS ONE Gracious Changi campaign. A
staggering total of about 3,800 gracious acts
were recorded! Its management, along with
ONE Changi Champions, also conducted 11
weekly ground walks to create awareness.
Join us as a Gracious Ambassador. Drop a note to the QSM team at [email protected]!
To view our ONE Gracious Changi music video, head to https://vimeo.com/143976773 using password, onegraciouschangi
ONECHANGI apr-jun 2016
11
Recognitions
Winners from
1 December 2015
to
28 January 2016
Give our well-deserved winners a hearty round of applause!
Their first-class service acts have caught the eyes of our mystery spotters.
For going Above and Beyond their Call of Duty (ABCD), our winners have each
won themselves a limited edition Changi EZ-Link card with a stored value of $20.
Congratulations and keep up the good work!
WEEK
23
Rohana Binti
Romlee
800 Super Waste
Rita Hamid
Primech
Chua Chin Hock
Ramky Cleantech
WEEK
WEEK
24
Mohan Manikandan
Coffely FMO
12
ONECHANGI apr-jun 2016
Sekar Umamaheswari Certis CISCO
Dong Gao Lei
P-Serv
WEEK
26
Lang Wen Xiu
Ramky Cleantech
25
Syed Umar Bahki
SATS Ltd.
WEEK
Santha A/P
Muniday
Primech
Latipah
Primech
WEEK
27
Ong Bong Si
Ramky Cleantech
SGT Mohammed Nazri
ICA
28
SGT Nur Filza Binte
Mohamed Noor
ICA
Tom Koh
Certis CISCO
Recognitions
How to be a winner?
1. Do the Service Act
2. Be Spotted
(x2 chance of winning when you wear a Changi Service Star)
Start collecting your
limited edition Changi
EZ-Link cards today!
3. Be Lucky Weekly
(Win a limited edition EZ-Link card with a stored value of $20)
4. Be Consistent
(Stand a chance to fly to your dream destination or win other
attractive prizes at the Grand Draw)
Each limited edition card
has a stored value of $20.
Other Winners
WEEK
30
Amutha Muniandy Certis CISCO
Nazareen Lois
Certis CISCO
Cai Gao Xue
Clean Solutions
Week 24
Muhammad Yazid Moho
Sallen
SATS Ltd.
Week 25
Muhammad Khairani
Ramky Cleantech
Wong Mun Chow Ramky Cleantech
Neo Kim Chuan Clean Solutions
WEEK
31
Poh Juat Eng Clean Solutions
Prekumar
Primech
Abd Razak
ICA
Week 27
Jeremy Foo Tsi Kaye
SATS Ltd.
Week 23
Sarasipadi D/O
Suppaiah Raz Ramky Cleantech
WEEK
29
Chua Tiow Keng
Certis CISCO
CONSISTENT WINNERS
Sivanesan
Mathrunamuthu
Certis CISCO
Week 28
Ramk
Woodlands Transport
Week 29
Chester Lim
CAG
Nagib Moof
CAG
Baey Poh Heng, Dorek Smarte Carte
Mhd Azrul Juahrizan Certis CISCO
Week 31
Ahmad Yani Bin Ali
ICA
Lin Seong Boo Certis CISCO
Ibrahim Bin Abdul
Rahiman
ICA
Puwanes Certis CISCO
Mohd Adrean Certis CISCO
Week 26 Navenkumar A/L
Sugumaran Ramky Cleantech
Week 32
Mithra Sellamiah
Ramky Cleantech
Muhammad Ammar
Naquiddin Ramky Cleantech
Phimjai Somatram Ramky Cleantech
Week 26 & 28
Zhang Min
Ramky Cleantech
ONECHANGI apr-jun 2016
13
Recognitions
Ceremony Date:
Friday, 19 february 2016
Quarter 4 (oct - dec)
Outstanding Staff
From back to front,
left to right:
Fatmah Madamba Bte Abdullah,
Rozidah Yasin, Haresh S/O
Chandran, Licuanan Jouiely Solano,
Arumugam Karuppiah, Barakath
Nisha D/O Abdul Azeez,
Ho Meng Gek Margaret,
Tan Gee Choo Anna,
Chloe Ho Kar Yee, Llagas Marie
Antonette Buhain, Low Poh Lan
Jenny, Mahbuba Kabir, Chang Jo
Yun, Michael Mark Manlangit
Untalan, Deborah Valentine
Fatmah Madamba
Bte Abdullah
SATS Ltd.
Fatmah came across an 85-year-old lady
who was stranded. Realising that the
passenger had not eaten or showered,
Fatmah arranged for her to stay at The
Haven Lounge so the latter could get
proper rest. Later, Fatma called Perth
Airport to ensure that the passenger
received assistance upon arrival. Thank
you for your big heart, Fatmah!
Rozidah Yasin
SATS Ltd.
Rozidah assisted a passenger who fell ill
and had to be hospitalised. She visited his
family and provided them with support.
Unfortunately, the passenger passed away.
Rozidah then helped the family with all
the necessary arrangements. She ensured
that they were well taken care of. The
passengers later wrote in to thank Rozidah
for her professionalism and extreme
kindness.
Haresh S/O Chandran
Certis CISCO Aviation Security
Haresh took the initiative to call a
passenger who had misplaced a laptop
bag. He soon learnt that the documents
were critical for the passenger’s business
meeting. He then decided to take urgent
leave and fly directly to India, which
meant that he had to forgo his annual
pilgrimage trip. Haresh successfully met
the passenger and returned the laptop
bag. Talk about first-rate service! Hats off,
Haresh!
Licuanan Jouiely Solano
Lagardère Travel Retail Singapore
(Longchamp)
Jouiely received a call from a frantic
customer who had misplaced her
new purchase. Without hesitation,
Jouiely took it upon herself to locate
the item. She did so, and later advised
the customer on the collection. The
customer was very appreciative of
Jouiely’s commitment to service and
wrote in to compliment her.
14
ONECHANGI apr-jun 2016
Arumugam Karuppiah
Tan Gee Choo Anna
Mahbuba Kabir
Aru was informed that a passenger had
fainted outside a gate hold room and was
hospitalised. The passenger later passed
away. After learning that the passenger
was the sole breadwinner, he sought
approval from Certis CISCO’s management
to raise money for the family.
Aru rushed back from his trip to attend
the cremation and presented the money
Certis CISCO had collected to the family.
Aru learnt from the passenger’s relative
that she needed to bring the ashes back to
Hong Kong. Aru made arrangements with
the airline’s manager to secure a ticket.
The family was extremely grateful to Aru
for his kindness and help.
Anna came across an elderly woman
who looked dazed. The passenger could
not find the Left Baggage counter. Anna
accompanied the passenger to the counter.
Then, she excused herself and returned
with a bottle of water for the passenger.
Anna later accompanied the passenger
through immigration, customs and also
escorted her to the taxi stand. Impressed,
the passenger said that Anna had created a
stress-free transit experience for her.
Mahbuba was approached by a passenger
who had difficulty booking a flight. The
passenger was unable to withdraw cash
with her overseas ATM card. Along with
her colleague Cherry, Mahbuba called
the bank and got it to activate the card
for international online transactions. She
then assisted with booking a flight for the
passenger. Good job, Mahbuba!
Chloe Ho Kar Yee
A passenger was searching in vain for a gift
box in the transit stores. As it was getting
close to his boarding time, he settled for
a gift wrap instead. The passenger asked
Jo Yun if she had scotch tape so he could
wrap the gift himself. Instead of asking the
passenger to purchase the tape, Jo Yun
offered to wrap the gift. The passenger
later wrote in to compliment Jo Yun, saying
“Wow, what a pleasant surprise! The gift
wrapper would have cost me S$1.68 but
instead I received ‘S$100’ worth of service.”
Certis CISCO Aviation Security
Barakath Nisha D/O
Abdul Azeez
Certis CISCO Aviation Security
Nisha encountered a family who had
missed their connecting flight to Perth.
Seeing that they were exhausted,
she liaised with the airline to make
arrangements. With their boarding passes
settled, Nisha arranged for them to rest
at a transit hotel and also brought a
change of clothes for the grandfather and
baby medication for the sick toddler. The
passengers were extremely grateful. Many
hugs were exchanged and they remarked
that Nisha was “such an angel”.
Ho Meng Gek Margaret
Lagardère Travel Retail Singapore
(Pandora)
Margaret attended to a customer
who brought a bracelet for repair.
Unfortunately, the shop did not offer
repair service. Margaret then brought the
customer’s bracelet to another outlet
in town for repairing. She collected the
restored bracelet on her day off and
personally delivered the bracelet to the
customer. Well done Margaret!
P-Serv
Shilla Travel Retail
A passenger was unable to pick up her
purchases when she arrived in Singapore
as she did not know where the collection
point was. When Chloe learnt of the
incident, she contacted the customer
immediately. She then delivered the
purchase personally to the customer.
The customer was extremely pleased and
thanked Chloe for her exceptional service.
Llagas Marie
Antonette Buhain
Shilla Travel Retail
Marie goes beyond her duty to provide
the Changi experience. Once, she was
approached by passengers who enquired
about dining options in the airport. After
their meal, Marie brought the passengers
around for a tour of Terminal 3. In
another instance, Marie encountered two
passengers who were lost. After giving
them directions, she brought them to
the various attractions. Her enthusiasm
and hospitality greatly delighted these
passengers.
Low Poh Lan Jenny
Lagardère Travel Retail Singapore
(Pandora)
Jenny noticed a passenger who was in great
discomfort. She learnt that the passenger
had undergone a surgery recently and
was in pain. Jenny carried the luggage and
assisted the passenger with checking in.
She then informed the airlines about the
passenger’s condition, and ensured that she
boarded her flight safely. Kudos to Jenny!
P-Serv
Chang Jo Yun
Times NewsLink
Michael Mark
Manlangit Untalan
NTUC Foodfare Co-operative Ltd
(Wang Cafe)
Michael spotted a passenger who slipped
and fell. He quickly rushed to help her. He
then brought her a cup of warm water.
When he learnt that she had just arrived in
Singapore and there was no one picking her
up from the airport, he arranged for a taxi.
The customer was touched by Michael’s
kind gesture.
Deborah Valentine
Avis Budget Car Rentals
Deborah noticed a passenger who had
difficulty crossing the bridge. He was
pushing his wheelchair-bound wife and a
trolley filled with luggage. Deborah offered
them her help, even though they were
heading in the opposite direction of where
she was going. According to the passenger,
Deborah said, “You take care of your love
and I’ll take care of your luggage.” Thank
you Deborah for the kindness shown to
Changi passengers!
Recognitions
A big thank you to supervisors and organisations for
nominating these outstanding frontline staff. Congratulations to
our winners for your exceptional service acts!
Outstanding Custodial Staff
Outstanding TeamS
From left to right:
Siva Kumar
A/L Murugiah,
Ang Yong Sheng
Siva Kumar A/L Murugiah
Ang Yong Sheng
Siva is an outstanding worker who goes the
extra mile to assist passengers. He recently
encountered an elderly passenger who had
difficulty pushing his luggage trolley. Siva
helped to push the trolley all the way till
the gate hold room. This is not his only act
of kindness. He has delighted passengers
by leading them to their boarding gates as
well as returning lost items to passengers.
He always carries a smile while on duty
and is willing to help anyone without
hesitation!
Ten hours into his shift, Yong Sheng met
a family who had three big luggage with
them. He went forward to help as he
knew they would have trouble fitting
their luggage into a regular taxi. He took
the initiative to look for larger taxis, and
when that did not work, he personally
accompanied the family to the Ground
Transport Desk and arranged for a Maxi Cab
to pick them. What a role model!
Ramky Cleantech Services
People Advantage
From left to right:
Barbosa Armida Cadiz, Mabbayad Donnela Fernando (P-Serv), Noorhana Sheikh Noordin,
Jeremy Foo (SATS Ltd.)
Not in picture: Golisonda Jasmine Mungcal, Dong Gao Lei (P-Serv)
Donnela, Jasmine and Armida were assisting a passenger who had overstayed in Singapore
due to a missed flight. The passenger was travelling to Columbia via connecting flights but
did not have a ticket to fly to London. A flight ticket was quickly purchased for her.
Honesty Award
(In Collaboration with APD)
From left to right:
Tan Ngoh Tee,
Zhang Min,
Chua Tong Nou
Armida’s colleague Gao Lei then accompanied the passenger to the airline counter where
SATS ground handling agents Jeremy and Noorhana took over. They soon realised there
was another issue — the passenger did not have the visa requirements for her transit in
London. The quick-thinking personnel then changed the flight itinerary so that she would
be able to depart from London on the same day of her arrival. Despite it being past their
shift, Jeremy and Noorhana patiently stayed to complete the administrative matters.
Finally, Gao Lei took the passenger to Departure Immigration and bade her farewell. The
passenger teared while thanking him. Such great teamwork truly exemplifies our slogan:
Many Partners, Many Missions, One Changi!
Passengers’ Favourite
Frontline Staff
Tan Ngoh Tee
Primech Services & Engrg
Within the span of three months, Ngoh Tee
has returned 10 sets of items, ranging from
valuables such as wallets to passports and
personal items. Well done, Ngoh Tee!
Zhang Min
Ramky Cleantech Services
Zhang Min found and promptly returned
a purse containing S$2,100 in cash. The
money belonged to a domestic worker
Mohammad Zabed Bin
Abdul Rahman
who was devastated as the purse
contained her savings. You are a service
hero, Zhang Min!
P-Serv
Through our Instant Feedback System
scores, Zabed was selected by our
passengers as the Favourite Frontline
Staff for Quarter 4 of 2015. He achieved
a mean score of an impressive 5 out of 5.
Wonderful job, congratulations Zabed!
Chua Tong Nou
Smarte Carte Singapore
Tong Nou is no stranger to compliments
— he has found and returned many items
to their rightful owners. In December
2015 alone, he returned duty free items
left behind by passengers. Thank you
Tong Nou for your honesty!
Outstanding OutletS
Since 1989
Gucci
DFS Venture Singapore
(Pte) Limited
Terminal 1 Departure
Transit Lounge East
Burberry
DFS Venture Singapore
(Pte) Limited
Terminal 1 Departure
Transit Lounge East
SK Jewellery Pte Ltd
Terminal 3 Departure
Check-In Hall Central
Wellness Spa
Plaza Premium Lounge
Singapore Pte Ltd
Terminal 2 Departure
Transit Lounge
Wan Yang Health
Product & Foot
Reflexology Centre
Terminal 3 Basement 2
South
Avis Budget Car Rental
National Car Rentals
Pte Ltd
Terminal 1/2/3
ONECHANGI apr-jun 2016
15
Recognitions
To:Pauline
Owng
SATS Ltd.
To:Linda
Poh Bin Boon
Lagardère Travel Retail
Singapore
Linda took all possible
efforts to check on my
lost item. I would like to
take this opportunity to
express my appreciation
and thank her for her
gesture.
Pauline went beyond the call
of duty and took it upon
herself to find a solution.
I’ve been travelling for
business over the past many
years and it’s refreshing to
have extraordinary service
and the extra touch surprise
me when I least expected it.
To:A ndy Toh Z han Huai
dnata Singapore
Andy was extremely
courteous and helpful.
He went beyond his duty
to help me in my situation
and fix a problem that I
had created. I sincerely
appreciate all that he did.
Thank you!
To:Hana Binte Kamsani
Singapore Customs
At the Customs counter,
Hana helped to attend
to my GST claim. She
was extremely helpful,
courteous and efficient.
The process to get my
claim was seamless.
Hana is an asset to your
organisation.
Passengers’
Love Notes
to Our Changi Staff
To:Rae
Ho I-jui
SATS Ltd.
To:Andi
Aminah
Clean Solutions
I would like to compliment
Andi on her honesty.
Changi staff have indeed
demonstrated that they
make the airport truly
exceptional.
16
ONECHANGI apr-jun 2016
To:Mitchel
Besario
Certis CISCO Aviation
Security
To:Sha msudin
Mitchel guided me
through immigration and
brought me to deposit
my belongings at Left
Baggage. He also helped
me to contact my friend
in Singapore, escorted me
to the MRT station and
purchased a train ticket
for me. Thank you Mitchel,
Changi is the best!
I am thankful for
Shamsudin’s honesty.
His small gesture of
returning my iPad meant
a lot to me. Much
appreciated! Changi,
Shamsudin is indeed
an asset!
Abdullah
Smarte Carte
Singapore
I would like to commend
Rae for her ability to step
into the shoes of the
people she serves and
understand their feelings.
She makes the effort to
help passengers. Such
service staff are hard to
come by these days!
Lifestyle
1
Have tea with the furballs
In need of some loving? Commune with
up to 20 adorable felines at The Cat Café.
Unlike its rivals, this café allows you unlimited
playtime with their kitties for just S$15! What a
puurrrrfect way to spend an afternoon!
Or if you are into dogs, then the cosy We Are
The Furballs (WTF) café is your go-to. Did you
know petting dogs has been proven to reduce
stress? Cuddle up with one today!
Bollywood in Singapore!
Well, sort of. Nestled in Kranji Countryside,
Bollywood Veggies is a must-visit attraction
for foodies. Touch, smell and taste vegetables,
fruits, herbs and spices as well as medicinal
plants. Become learned on the topic of culinary
history at its food museum. Cap off the
day by tucking into farm-to-table yummy
cuisines at Poison Ivy Bistro.
2
More information at
http://www.bollywoodveggies.com
6
3
More information at http://thecatcafe.sg/
and We are the Furballs Facebook page
Conquer Your Fears at Forest Adventure
Crossing bridges that wobble with every step;
walking on tightropes with no safety railings;
zip lining across an open sea; and a Tarzan swing
that starts with a sudden drop… is your heart
racing yet? These are just some of the obstacles
you will have to complete when you sign up for
Forest Adventure. Discover just how far you can
stretch your limits at Singapore’s first and only
treetop obstacle course.
More information at
https://forestadventure.com.sg/
Exploring Singapore:
Must-do
Things in 2016!
Singapore may be a little red dot but she sure brims with much excitement.
For all the hard work you put in for Changi, you deserve a great break. Here are
ONE Changi’s picks for the best fun activities to do right here in Singapore!
Test Your Balance with
Stand Up Paddling
A Hawaiian sport beloved by Jennifer Aniston,
Rihanna and Pierce Brosnan, stand up paddling
requires you to maintain an upright position
while on your board. This seemingly easy sport
works your core muscles and also elevates your
cardio ability! Head over to Stand Up Padding
School, Tanjong Beach, Sentosa, and the trainers
will get you up to speed. Get your colleagues
to join you by making it a corporate event!
More information at
http://www.supschool.com.sg/
Relish the Quietude of
Coney Island Park
Improve Your Brain Power at
Xcape Singapore
Lose yourself in gorgeous greenery at this
50-hectare park. Coney Island Park is home to
over 80 species of birds, including baya weavers,
oriental magpie-robins and parakeets. Cycle
along the routes and feel the wind in your hair.
Elderly folks can go on guided walks and admire
the rustic beauty of the park. The young ones
will have a great time at Casuarina Exploration.
The mini obstacles are made with timbers of
uprooted casuarina trees. If you’re lucky, you will
get to see the Brahman cow, whose presence
and how it got to the park is a mystery.
Channel your inner Sherlock Holmes and
immerse yourself in mysteries or actionpacked challenges. From creepy tombs to
magical Doraemon-inspired fantasies, Xcape
Singapore has created new worlds for you to
discover. Relive the thrilling — and perhaps
confusing — Inception and play the part of
Leonardo DiCaprio’s character. Find clues and
solve puzzles — all within a certain time frame.
Time is ticking!
4
More information at
http://www.xcape.sg/games/
5
6
ONECHANGI apr-jun 2016
17
Lifestyle
NEW
?
s
’
t
wha
TRANSIT
A thematic food court inspired by the early
rural settlements, Straits Food Village offers
sumptuous local and popular dishes such as
peppery bak kut teh, irresistible nasi lemak
and Hong Kong’s roasted delights. Reminisce
the old hawker experience with
our range of delectable classics
and enjoy the ease of convenient Staff Prices
available!
dining with our self-service
ordering kiosks.
There is no coffee more
deliciously local than OWL
10% OFF
coffee. Brewed following a
for Airport
Pass Holders
traditional recipe, the coffee
at OWL Transit is perfection
in a cup. Be greeted by the
aroma of the drink when you enter, and
be spoilt by an array of local snacks and
meals. Every dish here is a true Straits
Asian delight!
Terminal 2
Level 3,
Departure/Transit Lounge
Central
Terminal 1
Departure/Transit Lounge
East
NOW
OPEN!
NOW
OPEN!
public
Savour Milk & Honey designer
yogurt parfaits and desserts,
10%
which use only the finest
staff
discount
ingredients. Of European
and Japanese influences,
the yogurts are creamy in
texture. They are also packed with probiotics,
nutrients and calcium. Must-haves include
Royal Honey, Lilac Dream, and Nuttilicious,
served with handcrafted toppings like
signature crust, meringues, macarons,
brownies and so much more!
Terminal 3
Basement 2
(Public Area)
18
ONECHANGI apr-jun 2016
NOW
OPEN!
Get your fix of gourmet
coffee and delicious comfort
staff meals
from
food at O’Coffee Club. Each
S$6.90
cuppa is made from freshly
roasted coffee beans. Expect
aromatic blends like Jamaican
Blue Mountain, rare Ethiopian Yirgacheffe,
and the O’Coffee Club Classic Blend. Don’t
forget to dig into hearty classics such as
Beef Daube, Baked Shrimp-Crusted Salmon,
Slipper Lobster Linguini and Strawberry
Vanilla Millefeuille.
Exclusive Set Meals From S$6.90
Choice of selected Breakfast, Sandwich & Pasta
dishes served with a cup of Brew of the Day,
Hot Tea or Iced Tea
Enjoy our BFF Bundle
– 2 Set Meals at S$14.90
Terminal 3
Level 2, Near Check-in Row 2
(Public Area)
NOW
OPEN!
From the Merlion to your favourite
Singaporean delicacies, Discover Singapore
presents a spectacular variety of carefully
curated souvenirs. Take home a keepsake of
your Singapore experience, with excellent
quality products that embody Singapore’s
popular icons.
Flash your airport pass to enjoy a
“BUY 2 GET 1 FREE” promotion on
Discover Singapore’s exclusive t-shirt range!
Terminal 3
Level 2,
North & South (Transit Area)
NOW
OPEN!
Facial
Giveaway!
Contest: Get a Winner’s Glow!
Quickly take this quiz! We have
a free SK-II Express Pitera™ Boost
facial session to give away to
5 lucky winners.
Question:
Which terminal is
SK-II spa lounge
located at?
Submit your answer to
[email protected]
by 30 May 2016 and discover
the secret to youthful skin.
Lifestyle
SK-II Spa Exclusive
Offer for Airport
Pass Holders!
CHANGI’s two new
Duplexes set to wow!
20% discount* with purchase of
three full service packages.
From 1 April to 30 June 2016
Not many people can say their workplaces are a retail destination.
Changi is home to two recently added duplexes: Shilla Beauty Loft
and Zara. There’s no need to head to town just to pamper ourselves!
15%
Shop till you
drop at Zara
discount for
airport staff
for regular-priced
items
Address: Level 2,
Departure Lounge
South (Near A Gates)
*GST applies if paying customer is
not flying.
Indulge in quick
facial treatments at
Shilla Beauty Loft
Address: Terminal 3
Departure Transit
Central store
1
2
Shilla’s treatments
last between
World’s first airport
duplex store spanning
850 square
metres
15 and 60
minutes
2-storey
shop with in-store lift
Treat yourself to a
15-Minute
facial
before your flight
and still have time for
shopping!
Changi Airport Crowns
New Millionaire!
Congratulations to Irishwoman Ms Linda Tobin, our newly minted and sixth
Changi Millionaire winner! She walked away with the coveted prize of S$1 million!
Ms Tobin was transiting in Singapore
with her family last July when she
purchased a bottle of Laphroaig 25
Year Old Islay Single Malt Scotch
Whisky at DFS. Little did she know
that this bottle would change her life
forever! Locking horns with six other
finalists through nail-biting games of
luck and speed, Ms Tobin eventually
picked the correct half of a gigantic
boarding pass in the final round and
emerged as the ultimate winner.
Look at that sheer jubilation!
On winning, she said, “I feel incredible;
I feel on top of the world! I would spend
the money helping out my family, and buy
myself a house with a kitchen garden. My
niece is definitely going to get a very special
treat from me, since she helped to pick the
winning number 3 boarding pass!”
The annual “Be A Changi Millionaire” Grand
Draw is the biggest retail promotion in
Singapore, and largest by any airport in the
world. The seventh edition will kick off in
May 2016. Until then, check out the pictures
and gear up for the next one!
Our finalists participated in three rounds of games as
well as elimination rounds… talk about stress!
ONECHANGI apr-jun 2016
19
Happenings@Changi
Beat the stress,
check in early
at CHANGI
Check out the new Early Check-In
facilities during your next vacation!
Changi boasts so many facilities and entertainment options — have you been able to enjoy them all
with your family or travel companions? For your next vacation, check in earlier to do so!
Since January 2016, an Early Check-in (ECI) Lounge at Terminal 1 and common ECI counters at
Terminal 2 and 3 have been set up. Check out the benefits!
The counters and the lounge – open
from 6am to midnight daily – serve
as a common one-stop service point
for passengers travelling with 23
participating airlines.
Check-in is available up to 24 hours
before the flight’s scheduled time of
departure (STD), depending on the
airline.
More time to indulge at 350 retail
stores or 160 F&B outlets.
“Changi Airport is one of the first
airports in the world to offer an all-day
early check-in service. We want to give
passengers the flexibility to design
their own travel experiences by making
early check-in easier and more readily
available.’’
– Mr Albert Lim, Vice President,
Passenger Experience, CAG
Driving a Culture of
Safety in Changi
At Changi, the safety of our passengers, tenants
and staff remains our top priority. Now, we
have also rolled out the Lightweight Transport
Machines (LTMs) Safety Campaign, aimed at
encouraging safe driving and a service-oriented
mindset.
Mr Albert Lim, Vice President, Passenger Experience, CAG, emphasising
safety and service.
20
ONECHANGI apr-jun 2016
For more information on the participating
airlines and their ECI availability, refer to
http://www.changiairport.com/en/
passenger-guide/departing/checkinearly.html
Many areas in Changi, especially in the transit
areas, are shared by pedestrians and LTMs.
With the terminals seeing higher traffic and
becoming busier, there is an increasing need for
LTM operators to understand how best to drive
and navigate responsibly.
A series of townhall sessions aimed at reaching
out to the operators was held in March 2016.
General etiquette and tips on tricky spots
in the terminals, which require more careful
manoeuvring, were shared. Specially designed
campaign collaterals were also distributed,
urging and reminding drivers to uphold safety
and service standards when operating LTMs.
The LTM community embracing safety and service in Changi.
Happenings@Changi
With Flying
Colours
ASQ Appreciation
Luncheon Honours Changi
Staff and Partners
Changi achieved our highest-ever Airport Service
Quality (ASQ) score in 2015, and tied first with
Incheon International Airport!
Our
housekeeping
officers were
very happy with
their Star Wars
plushies!
This world-renowned
benchmarking programme
measures passengers’ satisfaction
level. Changi has consistently fared
well. This is by no means an easy
feat and would not have been
possible if not for the tremendous
efforts of the airport community!
With the recent launch of ONE
Changi Culture, CAG looks
forward to fostering even
deeper collaboration and service
partnerships with our partners.
2015 has been a great success and
we will further strengthen our
interagency relationships in 2016.
On 1 February 2016, the ASQ
Appreciation Luncheon was
held at the Multi-purpose
Hall. The ASQ taskforce
committee invited CEO of
CAG, Mr Lee Seow Hiang, to
grace the special occasion.
Management and frontliners
from our various airport
partners were also in
attendance.
See what went down during the
luncheon!
Our partners having a meaningful conversation over good food.
Mr Lee Seow Hiang thanking Changi staff and
partners for their tireless efforts.
The purpose of the challenge was to foster camaraderie amongst our
airport partners through healthy rivalry. Looks like it was a success!
Our very happy
winners posing with
their hard-won medals.
s
d
r
a
w
o
T
f
o
l
a
o
G
the
i
g
n
a
h
ONE C
On 5 March 2016, UberSports at East Coast Park was
turned into a Southeast Asian Games arena of sorts. It
was Changi Airport Recreation Club’s 4th Annual Changi
Airport Futsal Challenge! Our athletic players laced up
their boots and gave their all. Check out all the action!
the winning teams:
Champion: CAG/AES/Seletar (Black Mamba)
1st Runner-Up: Certis CISCO (Endurance “A”)
2nd Runner-Up: ICC Air Domain/APD (APD “A”)
3rd Runner-Up: CAG/AES/TAB (Tengah “A”)
Gripping
action as
the athletes
tried to
score goals
for their own
teams!
ONECHANGI apr-jun 2016
21
Soundbites
Whom in Changi
Would You Like to Have
Coffee or Tea with?
Changi is home to a multitude of cafés and restaurants. That
means we can enjoy meaningful conversations with our ONE
Changi colleagues and friends over a nice cup of brew anytime!
Whom would our fellow colleagues invite to a tea or coffee
session? Let’s find out!
Sheena Neo
Senior Sales Associate,
Chomel
Yohan Choi Jeong Guk
Changi Experience Agent,
P-Serv
Tai Kim Lan
Changi Service
Ambassador, CAG
I think it’s important
for us to bond with
salespersons in other
departmental stores.
That’s why I’d ask Donny
over at The Challenger
out for tea. I get to learn
about the newest camera
technologies!
My fellow countrywoman
and colleague Ariel Oh
Hyeon Ah! We would
reminisce about the good
ol’ times we had back in
Korea. She also wants to
settle down in Singapore,
so it would be a good time
to plan for that!
If possible, I’d relish a
session with CEO of CAG,
Mr Lee Seow Hiang. I want
to thank him personally
for giving us seniors a
chance to serve at the
airport and help shape the
reputation of Changi!
Fatimah Ismail
Housekeeping Officer,
Clean Solutions
Shamini D/O
Renganathan
Changi Experience Agent,
P-Serv
Suthagaran A/L
Manogaram
Screening Officer,
Certis CISCO
Aviation Security
My fellow colleague
Julina, who is from Sabah,
Malaysia. She understands
me and we can talk about
everything under the sun
— from our feelings to our
job. She always helps me
when I’m in need too.
22
ONECHANGI apr-jun 2016
Vilashini Ganasekaran, who
is working in SATS! Many
years ago, she helped me
with a customer who was
facing clearance issues. We
still keep in touch, but it’s
high time for some real
catching up.
I’d have a cuppa with
Rueben Emmanuel, who is
my Deputy Commanding
Officer. He is a great
supervisor, and I’d like to
run by him some ideas
I have on improving
operations.
Chris C. Manilow
Sales Consultant, MCM
I’d pencil in a session with
Alice from The Shilla
Duty Free. Both of us are
working in retail, and I’ve
to check with her how to
improve sales and attract
good buying customers!
Jumizah Binte Ali
Registration Officer,
SH Tour
Coffee with Ayu, who
works at Information
Counter, sounds like a
great idea. She is a very
sincere and friendly
person who always helps
passengers!
Catherine C. Marzan
Customer Service
Associate,
Asia-Pacific Star
Mohamad Sufian
Passenger Relations
Officer, Singapore
Airlines
Glen, who works in
Aerolog Express, is a
fellow Filipino. We will
definitely be talking
about home-sweet-home
activities such as diving,
mountaineering and
fishing!
Ivanca Chen! She recently
joined SilkAir as a flight
attendant, and I’d like to
learn from her what she’s
picked up with regard to
service skills. Oh, we’d
probably discuss our
retirement plans too!
Star of ONE CHANGI
Chances are you have never
bumped into Sapieh Matsom (left),
62, while on duty. However, you
have definitely stopped to admire
his masterpieces. The nursery
foreman from Mao Sheng Quanji
Construction spends his days in
Changi Airport Plant Nursery, which
is located just off Changi Village.
There, he tends to the blooms
and plants that enliven our three
terminals. ONE Changi checks
in with him and his colleague
Jayaraman Satheeskumar (right),
Supervisor, Prince’s Landscape &
Construction, to see what it takes
to keep Changi lush and beautiful.
Sapieh is a friendly
colleague whom I look
up to. He is a very
knowledgeable person.
Whenever I’m unsure of
anything, he will readily
share his expertise
with me.
– Jayaraman Satheeskumar
Star of
one changi
Could you tell us about your job?
Sapieh (S): I’ve been working as a nursery
man for over 30 years. Every day, I tend to,
prune and maintain the plants. I also have
the licenses to operate excavators and
forklifts. I use these machines to shift and
load palms as well as trees onto lorries before
they head to Changi. As a foreman, I also
train new gardeners that join our fold. An
important aspect of my work is ensuring that
everyone keeps to the safety guidelines when
conducting horticultural activities.
Satheeskumar (SK): I look after the green
displays in Terminal 3, such as the vertical
Green Wall which is bedecked with one
thousand species of plants. As a supervisor,
I’m trained in altitude safety as we need to put
on harnesses when scaling the five-storey-high
installation. During the festive seasons, we also
take care of the themed displays, such as the
orchids you see during this year’s Chinese
New Year.
Why did you join this industry?
S: The job opportunity presented itself back
in 1985, and I took it up just to see what it
entailed. Soon, I realised I enjoy working with
plants — grooming them and seeing them
grow from seedlings to tall plants give me a
sense of accomplishment.
SK: When I was in India, I started out working
in agricultural fields, from rice to sugarcane,
coconut to vegetables. So, I find greenery
comforting — and also important. I love that
Singapore is a green city, and I have a hand in
helping shape her natural beauty. Before joining
Changi, I have worked in National Parks Board,
HortPark and Pasir Panjang Nursery.
Interesting. What are the plants or
flowers that fascinate you?
S: My favourite plants
in the nursery are
Aglaonema (Chinese
evergreens) and
Dieffenbachia (Dumb
canes). Both of these
are foliage plants and
they come in different
shades of green and
yellow. In the case of
the Aglaonema hybrid,
the colours range from
light to dark pink.
SK: I like Anthurium
(Flamingo flower)
because of its red
heart-shaped flower
and floral spike.
Smelling it freshens
me up and also evokes
happiness. Likewise,
many passengers love
this plant as well! It is
an easy-to-maintain plant and its beauty makes
it great for indoor display.
We understand you get Sundays off.
How do you spend your precious time?
S: I usually head out with my grandchildren.
I have a seven-year-old granddaughter and a
two-year-old grandson.
SK: I like to watch movies. Also, I like to
head to Gardens by the Bay — it has really
nice displays that inspire me to think of new
creative arrangements.
Aglaonema
(Chinese evergreens)
What is your job satisfaction?
S: It brings a smile to my face whenever
passengers pose with the plants and take
photos.
Dieffenbachia
(Dumb canes)
SK: The same for me! Sometimes I get to talk
to tourists, and they’d ask me about the plants.
I enjoy sharing what I know with them.
Cool! Any tips on how to maintain healthy
and beautiful indoor plants like Changi’s?
Anthurium
(Flamingo flower)
S: Water your plants twice a week and add
fertiliser once a month. If you notice that your
plants are no longer sprouting new shoots,
prune them to facilitate new growth.
ONECHANGI apr-jun 2016
23
IMPORTANT NUMBERS
Reporting of Incidents
Terminal Management Centre (TMC)
6307 8686
Alerting of Airport Emergencies
Airport Police (24 hours): 6546 0000
Fault Management Centre: 6541 2424
Fire Control: 6541 2525
Medical Emergency: 6543 2223
Reporting a Suspicious Person
6546 9999
Changi Contact Centre
6595 6868
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