aN LiNg DoN thE WaLkiNg aproN p-SErv UNvEiLS

OneChangi
Many partners, many missions
APR – JUN 2015
Don The Walking Apron
UPSIZE Your Service and Create a
Magical Customer Experience!
Star of ONE Changi
Some Retail Therapy
with Shopping Concierge
An Ling
P-Serv Unveils
its Brand New Office
5 tips
on How to Get Fit Right
in the Office
Passion,
Dedication
& Glory
Service Personality of the Year
Mr Mohd Jumatdi Bin Ayub
Service Partner of the Year
Certis CISCO
Aviation Security
Star of ONE CHANGI
It’s An Ling to the rescue! Could you share
with us an unforgettable experience?
Once, I came across a man who was in
tattered clothes. He did not dare to enter
the shops. I empathised with him because
I think my parents would feel intimidated
too if they were here on their own. I brought
him into the shops, where he bought a lot of
expensive stuff. He even sought my advice
on buying a ring for his wife — it was his
first time going home in two years. His sheer
gratitude afterwards had a profound effect
on me.
Such memories are things that money
cannot buy. Off work, what do you do to
achieve work-life harmony?
My colleagues and I will make a beeline for
Geylang, where we will indulge in steamboat
feasts. I also go jogging! My favourite route
is from Tanah Merah to East Coast. It offers
a breathtaking, magnificent sea view.
Star of
one changi
With an iPad ensconced in her arm, An Ling is always ready to render
help. Her area of expertise? Shopping! And she doles out retail advice to
whoever needs it. T1 and T3’s sprawling transit areas are a playground for
her. What is it like to be in the shoes of a Shopping Concierge?
Let’s find out more from the Taiwan-born service personnel!
Tell us, why did you choose to work at
P-Serv?
There’s no better workplace than an airport
that has over 480 awards under its belt.
Also, the concept of a Shopping Concierge is
a novel one for Asia’s airport community.
It first took root in London Heathrow Airport,
but over there the service is appointmentbased. Here in Changi, it’s a free, value-added
service for all!
You just shop all day long? Boy, are we
envious!
First of all, yes, we are all unabashed
shopaholics! But it goes beyond that.
We have to constantly keep ourselves
abreast of the latest products. For me,
I’ll pop by the shops and talk to the
salespersons. On my off days, I hit the
shopping malls to discover what is in vogue.
This allows me to make recommendations
that best suit my customers’ needs.
There must be more to your job. What are
the challenges?
We deal with disappointments all the time.
This happens when we have exhausted
02
ONECHANGI apr-jun 2015
our options and passengers leave emptyhanded. There is this feeling that we can do
more! Also, we work
around our passengers’
schedules. Until they
are done with their
shopping, we do not
leave their side. This
means we sometimes
have to sacrifice our
break time.
Nothing is ever easy.
What is an important
skill to have in your line
of work?
Because we are the
ones who approach
the passengers,
knowing how to read
body language is essential. We frequently
interact with passengers from China, who
may encounter language barriers. When we
notice something is amiss — our cues range
from narrowed eyebrows to agape mouths
— that’s when we spring into action.
And shopping as well, right? In one word,
describe what shopping is to you.
Joy! Isn’t that the case for all ladies?
So what are your weaknesses when it comes
to shopping?
Oh, cosmetics (points to Cosmetics &
Perfume by Shilla). I am also a collector of
limited edition sport shoes. I have 10 in my
possession right now.
And if you had a million dollars, what would
you spend on?
Giving back and donating to charities are at
the top of my list. Then, I will travel around
the world and visit exotic places such as
Phuket. I just love the beaches. Oh and I will
put some money aside for investments —
I’m thinking buildings!
My mother encourages
me to live life to the fullest.
And so I heed her advice —
I spend as much as I want
(laughs)!
contents
Editor’s
Note
10
21
06
21
Let’s Get Social
Soundbites
04 Changi Airport in 2014
19
Spotlight
Happenings @ Changi
06 Passion, Dedication & Glory
20 Thanking Those Who Make
Changi Sparkle
Soar to New Heights with Jetstar
Kickin’ It Changi Style
21 Changi Millionaire 2014:
Winners Unveiled!
Kelly P-Serv: New Year, New Home
Feature
10 Don The Walking Apron
11 Changi Foundation: Let Your Inner
Volunteer Shine!
Recognitions
12
14
16
First Class Service Act
Extra Mile Award
Passengers’ Love Notes to Our
Changi Staff
Learning Nuggets
22 12 Proven Ways to The Heart
of Service
Mr Lum Ber One @ Work
Lifestyle
17
18
The Meaning of Work-Life Harmony
Stretch & Strengthen Any Time
What’s New?
24 Littering Can Cause Major
Airside Accidents
Changi Millionaire 2015 Returns in May
Will you be the next Changi Millionare?
By now you must have heard
that we have been voted as the
World’s Best Airport at the 2015
Skytrax World Airport Awards.
This marks our third consecutive
win! Well done to every single one
of you; without your efforts this
coveted award would not have
been possible. On that note, in
February we had our Annual Airport
Celebration, which honoured the
best service personnel in our midst.
Be inspired by their stories and
check out all the action in the next
few pages.
Our Skytrax award pretty much
cements Changi’s reputation as one
of the best places to work in.
But how well do we fare in terms
of play and achieving work-life
harmony? Flip the pages and learn
how your colleagues juggle their
various commitments. You will also
find some tips on how to turn your
workspace into a private gym. Now
you can work and work out at the
same time!
Changi is also home to many retail
concepts — we don’t think there
is another workplace in Singapore
where you can shop till you drop!
New stores are coming up, so be
sure to check them out in this
issue. You will also get up close and
personal with An Ling, our newest
Star of ONE Changi, who works as
a Shopping Concierge. The next
time you need help navigating the
endless rows of shops, don’t forget
to keep a lookout for her!
Remember: Work hard, but
play harder!
Cheers!
The QSM Team
Have a suggestion on how to spice
up ONE Changi? Write in to us at
[email protected] today!
Let’s Get Social
Changi Airport
in 2014
the year at a glance
Total cargo tonnage
1,843,799
about the weight of 51 2
empire state buildings
over 100
airlines operating
at changi airport
NEWcomers IN 2014:
WORLD’S
LARGEST
AIRPORT FACEBOOK &
INSTAGRAM ACCOUNTS
cumulative total of
478
awards
2010 2011 2012 2013 2014
04
ONECHANGI apr-jun 2015
24
awards
in 2014
Let’s Get Social
2014 was all about Hitting New Strides. Check out these
impressive milestones that Changi crossed in the past year!
Average flight frequency
6,565 = 1
flights every week
top 10 destinations:
flight
every
90S
Total passenger movements
54,093,070
approximately 1.6x around earth
busiest day in 2014
186,474 = 2
passengers
every
second
passenger movements
on 20 december 2014
ONECHANGI apr-jun 2015
05
Spotlight
,
n
o
i
s
s
a
P
n
o
i
t
a
c
i
d
e
D
y
r
o
l
G
&
Neatly pressed uniforms. Carefully styled hair. Megawatt smiles.
Wefies that immortalised the night’s special moments. These were
just some of the sights at the Annual Airport Celebration (AAC),
held on 12 February 2015, Thursday.
Guest-of-Honour for the night, Minister For Transport
Mr Lui Tuck Yew addressing the crowd.
Don’t you just love emcee Joe Augustine (L)? Changi Service
guru Mr Lum Ber One (R) certainly does!
The familiar theme of “Home” permeated
through The Ritz Carlton with thanks to an
array of homespun cuisines and the “Changi
Our Home” photo booth, which was Changi’s
tribute to SG50. Once again, the airport
community converged to honour Changi’s
finest service staff. Through their thoughtful
actions, these role models have weaved
service magic and created lifelong memories
for both local and international passengers.
The Guest-of-Honour, Minister for Transport
Mr Lui Tuck Yew, spoke on how 2014 had
been a trying year for aviation. He was
however heartened to see the airport
community rally together amidst the
challenges and praised the stakeholders
and partners for upholding the high service
standards that Changi is known for. Later that
evening, a total of 24 awards were handed
out to recipients across five categories
including Outstanding Service Staff,
Outstanding Service Team, Outstanding
Custodial Staff, and Service Partner of the
Year. One of the evening’s top honours
was Service Personality of the Year, which
went to dnata’s Mohd Jumatdi Bin Ayub.
Loud cheers rang out and goosebumps were
felt when Mr Budi, the son of the passenger
whom Jumatdi had helped, came all the way
from Indonesia to thank the night’s biggest
star personally.
Read on and be inspired by these selected
service stories featuring our everyday
service heroes on page 8!
06
ONECHANGI apr-jun 2015
Spotlight
SERVICE
PERSONALITY
SERVICE
PARTNER
OUTSTANDING
SERVICE TEAM
OF THE YEAR 2014
OF THE YEAR 2014
OF THE YEAR 2014
Mohd Jumatdi Bin Ayub
Certis CISCO Aviation Security
dnata Singapore
-------- Team 1 --------
Maxime d’Alexandry
Changi Airport Group
Benjamin Leong Jia Hao
OUTSTANDING
SERVICE STAFF
OUTSTANDING
CUSTODIAL STAFF
OF THE YEAR 2014
OF THE YEAR 2014
-------- Gold --------
-------- Gold --------
Changi Airport Group
Clara Chong
Changi Airport Group
Peninnal Selvaraja
Certis CISCO
Quentin Chin
Singapore Airlines
-------- Team 2 --------
Fauziah Binte Mohd Ali
Abidin Bin Bakhtiar
Naruedee Chotchayapinyo (Mond)
Haresh S/O Chandran
-------- Silver --------
Rukmani D/O Nadarajan (Rita)
-------- Silver --------
Campaign Complete Solutions
Josell Roland Racpan Lat
P-Serv
Smarte Carte
Cherie Cheong
P-Serv
Certis CISCO
Smarte Carte
Perumal Rajasvari
P-Serv
P-Serv
Kumaran Naidu Ganesbaran
V.K. Simon Chandra
Ira May Famador
-------- Bronze --------
Chandrashekar Aishwariya
Smarte Carte
Singapore Police Force
People Advantage
David Lau
Certis CISCO
P-Serv
-------- Bronze --------
Au Jock Lian
Shelly Sachdev @ Lee Ai Ting
Felix Chung Chee Cheng
Theresa Koh Huay Lui
Mustaffa Bin Mohamed Salleh
Hamidah Binte Nasir
DFS Venture
People Advantage
Immigration & Checkpoints Authority
Wilson Parking
Lagardere Services
Primech Services & Engineering
Shi Yun Xia (Cherry)
P-Serv
P-Serv
Sim Boi Huat
-------- Team 3 --------
SATS Ltd.
Sati Vel Vaandayar Parthapan
SATS Ltd.
Loh Yet Ha
Michael Francisco Abiog
Certis CISCO
Suresh S/O K Paneer Selvum
Singapore Police Force
Muhammad Shairul Bin Kaharuddin
AirAsia
Staff from CAAS, P-Serv, dnata, Singapore Customs, CAG, SATS, DFS
and Certis CISCO enthralled the crowd with a dance!
ONECHANGI apr-jun 2015
07
Spotlight
Be Inspired by these Ser
Service Personality of the Year
Mr Mohd Jumatdi Bin Ayub,
Customer Service Supervisor, dnata Singapore
Helping people is a form of self-fulfillment. I did not expect any reward in
return, but I was really touched when the family expressed their appreciation and
gratitude. As long as it is within my means to help others, I will continue to do so!
As a Changi veteran, Jumatdi’s skills and experience prepare him for any incident that comes
his way. But compassion and kindness can only come from within, and he certainly embodied
these qualities on one fateful day in May 2014.
Several uncollected baggage, sprawled out in the Arrival Services office, first drew Jumatdi’s
attention. He soon learnt that Mr Karnadi and Mdm Sulastri, an elderly Indonesian couple,
had been offloaded from a flight as Mr Karnadi had suffered a stroke. Growing increasingly
concerned, Jumatdi took it upon himself to establish contact with them. He made a beeline
for the hospital where he discovered that Mr Karnadi was in Intensive Care Unit. Not wanting
Mdm Sulastri to have to worry about logistical hassles, he arranged to have their baggage
delivered to the hospital.
When mishaps happen overseas, there is this feeling of uncertainty. Contacting relatives is
an uphill task too. Jumatdi took that burden off Mdm Sulastri by keeping in contact with
her son, Mr Budi. Throughout the three-week ordeal, he made sure they had everything
they needed. That included the renewal of the elderly couple’s expired passes. Now a defacto caretaker, Jumatdi ensured that the family could rest well and focus on Mr Karnadi’s
recuperation. When it was time for the family to return home, Jumatdi became a personal
driver. The recovering Mr Karnadi needed a medical officer, and so Jumatdi went to fetch
and receive the doctor from the airport. On the day of the return flight, he even drove the
family to Changi and sent them off.
Jumatdi’s kindness is immeasurable beyond words. He certainly deserves
the highest honour!
Outstanding Service Staff (Gold)
Ms Fauziah Binte Mohd Ali,
Changi Experience Executive, P-Serv
With 15 years of experience under her belt, Fauziah can deftly
handle all kinds of situations. Circa September 2014, she came across
Mr Amal, who was offloaded from a flight. The bipolar passenger
had suffered a couple of episodes.
Instead of retreating, Fauziah pressed on and exuded the warmth of
a mother. She also kept in touch with Mr Amal’s brother, who was
in Australia. Just as things were looking peachy, Mr Amal’s paranoia
acted up again. At his brother’s request, Fauziah called for medical
assistance. However, Mr Amal later strayed from the hospital.
Despite being off duty, Fauziah continued to follow up with the
different parties. Thankfully, Mr Amal was found a few days later.
Fauziah assisted him with booking a flight home, this time with the
company of his brother.
08
ONECHANGI apr-jun 2015
Outstanding Custodial Staff (Gold)
Mr Abidin Bin Bakhtiar,
Trolley Technician, Smarte Carte
Being stranded in a foreign land with no money is an unpleasant
experience. That was what happened to Nur Latipah.
Thankfully, Abidin came to the rescue. He soothed the
passenger’s anxiety, and even brought her to enjoy a meal.
With the assistance of a Changi Experience Agent, Abidin
reached the passenger’s relatives in Saudi Arabia. Unfortunately,
they could not pay for a flight ticket. Without hesitation,
Abidin purchased a ticket for Nur Latipah and arranged her hotel
accommodation. The next day, he picked her up to ensure she
made it in time for her flight. Abidin’s magnanimity turned a
traumatic experience into a sweet memory!
Spotlight
vice Heroes and Heroines
Service Partner of the Year
Certis CISCO Aviation Security
Their steel-blue uniform and firearms may inspire fear, but quickly tempering this
stern exterior are the sweet smiles of the officers.
We could only be talking about Certis CISCO Aviation Security (CAS).
The organisation has some 2,500 aviation security officers under its charge.
Over the past year, CAS has launched several customer-centric initiatives to
raise service standards.
Keeping the airport a well-oiled machine is the Fault Reporting & Service
Handling (FRESH) Centre. With this system, CAS staff can report any faults
immediately. CAS has also used CCTVs to identify and zero in on service
performance gaps. The organisation is also invested in helping its staff
shine. Through an e-learning facility, recognition schemes and incentives,
CAS ensures its best assets evolve with the company, and are recognised
for their performances.
CAS has also proven to be a pivotal partner of CAG. It lent muscle during the
road diversion trial for T1’s car park closure held in end 2014. CAS continually
seeks ways to uphold the One Changi community spirit, and for that, it is
awarded the Service Partner of the Year Award 2014.
Three cheers to CAS for bagging this prestigious award for the second
consecutive year!
Outstanding Custodial Staff (Bronze)
Ms Shelly Sachdev @ Lee Ai Ting,
Duty Terminal Supervisor, People Advantage
When problems arise outside of our job parameters, do we
throw our hands up and say that our hands are tied? Certainly
not for Shelly.
When an elderly couple was stranded as their airport transfer
service was not confirmed, Shelly the masterful negotiator
called the hotel. She got their staff to see to the exhausted
customers’ needs, including their transportation fare. Shelly’s
actions show that there is a lot that we Changi staff can do,
and often we are in a better position to resolve problems than
our customers!
Outstanding Service Team 3
L-R: Mr David Lau, Duty Manager, SATS Ltd.
Mr Sati Vel Vaandayar Parthapan,
Customer Service Agent, SATS Ltd.
To call David and Sati “hardworking” would be an understatement.
The duo truly went beyond the call of duty. A flight en-route to
Changi was diverted to Senai Airport due to bad weather conditions.
David and Sati undertook the unenviable task of attending to 170
confused passengers. They would spend the next four hours facilitating
passengers’ clearance through immigration.
David even went the extra mile — literally — when he learnt that a
passenger had misplaced his passport in the coach. After calling the
coach driver, who had already returned to Malaysia, the duo drove to
Skudai, Johor Bahru, to collect the passport. We are proud to count
these two indomitable men amongst our colleagues!
ONECHANGI apr-jun 2015
09
Feature
Don the Walking Apron
Savour the sweet taste of success and whip up magical service moments! QSM’s refresher programme
“UPSIZE your Service” will prop you up for greater success and help transform your service mindset
from “I Can Serve” to “I Will Serve!”. The half-day programme, catered for all Changi frontline
staff who are due for airport pass renewals, has a track record of transforming participants into
extraordinary service heroes!
Read the success stories below and join the Walking Apron heroes.
Showcasing true-blue Singaporean hospitality
A group of passengers was huddled together in front of the Arrival Hall entrance,
looking lost and confused. Their luggage was a few paces from them. Our group
of eager participants approached them, and soon learnt of their plan to explore
Singapore before their transit flight.
Immediately, the participants led them to amenities such as the Left Baggage
counter and money changer. They then recommended sightseeing attractions to
include in a one-day trip. Before parting ways, they even surprised the passengers
with complimentary gifts such as key chains and towels.
Every problem is an opportunity for our participants to impress!
Friendship: the universal language
During the walkabout, many of our trainees encountered foreign passengers who
could not speak or understand English. Despite the language barriers, they were
undeterred and assisted the passengers in need wholeheartedly. They went the
extra mile by providing alternative solutions to remedy the passengers’ problems.
Souvenirs were also given out, bringing smiles to the passengers’ faces.
You too can become a service hero!
For more information, please email [email protected]
What’s cookin’ for our batch of graduates? First-class service is what!
10
ONECHANGI apr-jun 2015
Through careful listening and creative brainstorming,
our participants very quickly resolved problems.
Feature
Changi Foundation:
Let Your Inner
Volunteer Shine!
Volunteers don’t get paid, not because they’re worthless,
but because they’re priceless.
– Sherry Anderson
On 22 January 2015, Changi Foundation took the opportunity
to celebrate the Changi volunteers and airport partners
who graciously hosted and worked with the students from
NorthLight School.
Heartfelt thanks to our airport partners
for helping to make a difference!
It was an afternoon filled with scrumptious food and great company. At the event,
Changi Foundation shared how its delectable activities and programmes had
benefited the lives of disadvantaged youths. Ms Laura Reid, Deputy Director
of SportCares, touched on the positive changes she saw in the students who
participated in the Saturday Night Lights football training programme, one of the
six programmes by NorthLight School that Changi Foundation supports.
2014 marked the commencement of a four-year partnership between Changi
Foundation and NorthLight School. In just a year, many Samaritans have joined
the fold. Together, they reach out to a multitude of youths.
Be a part of the Changi Foundation and be involved in its 2015 line-up of
programmes. For a start, football aficionados can engage in friendly matches with
or against NorthLight School students. Alternatively, airport partners can consider
offering job attachment placements which will definitely create an unforgettable
and positive experience for the students!
Interested organisations can contact Jill Phillips from CAG’s Corporate Social
Responsibility team at [email protected] for more information.
This presentation is not about medals and certificates; it’s about change.
It’s about the development of the students’ capabilities and their self-esteem.
– Ms Laura Reid, Deputy Director, SportCares
Our kindhearted volunteers striking a pose with the yummy food!
The audience was touched by the stories that were shared.
Participants shared their personal stories over a casual meal.
ONECHANGI apr-jun 2015
11
Recognitions
Winners from
25 November 2014
to 20 March 2015
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
WEEK
21
22
Joe Wang
P-Serv
WEEK
28
Ho Kim Hai
@ Low Kim Wan
SATS Ltd.
Julailah B Jaafar
P-Serv
WEEK
33
William Koh
Prime Taxi
12
ONECHANGI apr-jun 2015
23
Tan Poh Moey
Smarte Carte
WEEK
27
WEEK
Alicia Thia Hui Ling
P-Serv
Elaine Gomez
P-Serv
WEEK
31
Md Zabed B. A.
Rahman
P-Serv
WEEK
34
A Ramachandran
Certis Cisco
Jeneth Gatdula
P-Serv
Kho Poi Suan
P-Serv
Harun Aminorrasid
P-Serv
Engku Nasrullah
Certis CISCO
Mohan Manikandan
Cofely FMO
WEEK
32
Chua Boon Huat
Campaign Complete
Solutions
WEEK
35
Koh Swee Hoon
Joanna
P-Serv
WEEK
36
Noh Mohd Noor B
Abdullah
Smarte Carte
Geetha R. Krishnan
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)
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)
Start collecting your
limited edition Changi
EZ-link cards today!
Each design is released quarterly.
Other Winners
WEEK
37
Week 21
Stephen Charles
P-Serv
John Eric Cepillo
P-Serv
Mohamed Hanafiah
Bin Abdul Karim
dnata Singapore
Thirupoosai Suresh
CPG Pte Ltd
Shanmugam
Subramaniyan
CPG Pte Ltd
Week 22
Zuzara Binti Ismail
Campaign Complete
Solutions
Surly Bin Surahman
Certis CISCO
Mohd Zaki
P-Serv
Karuppaiyan Rajarajan
CPG Pte Ltd
CONSISTENT WINNERS
Week 35
Dong Qin (Ms)
800 Super Waste
Management Pte Ltd
Pune Davezy R
Sezlan (Ms)
Lee Ah Heng
Clean Solutions
Week 24
Paul Gina
People Advantage
Hong Hee Luan
Campaign Complete
Solutions
Week 27
Jannah (Ms)
P-Serv
Week 29
Mohd Faizal Bin
Mohamad
Smarte Carte
Week 30
Louis Chua
NTUC FairPrice Finest
Week 12, 30-31
Michael Awyong
P-Serv
Govinfanath A/P
Vallukobar
Ramky Cleantech
Services P/L
Noraini Binte Salim
800 Super Waste
Management Pte Ltd
Ramky Cleantech
Services P/L
Somon Sutra Dhar
CPG Pte Ltd
Week 32
Tan Peck Lan
Campaign Complete
Solutions
Week 36
Au Jock Lian (Mdm)
Smarte Carte
Renjun Ruiz
P-Serv
Week 37
Leong Mun Seng
Smarte Carte
Week 38
Tan Kia Kin
ASIG
Tan Kia Min
ASIG
John Eric Cepillo
P-Serv
Week 32, 38
Shelly Sachdev
@ Lee Ai Ting
People Advantage
ONECHANGI apr-jun 2015
13
Recognitions
Ceremony Date:
Friday, 6 February 2015
Quarter 4 (OCT - DEC)
Outstanding Staff
From back to front,
left to right:
Mohammed Yunus Bin Musa,
Sharon Vun San Mei, Surly Bin
Surahman, Ma-an De Leon
Gonzales, Prem Kumar A/L
Rajandra, Whyson Lin, Fauziah
Binte Mohd Ali, Nancy Dong Si
Wen, Su Chuan Jen Kevin, Rose
Tong Yoke Sim, Manveer Kaur,
Edna Ng Keng Eng
Mohammed Yunus
Bin Musa
SATS Ltd.
A passenger was unable to board the
plane as she had an invalid passport.
Yunus approached her and then assisted
her to locate the embassy. Not only
that, he helped to make accommodation
arrangements. However, as it was the peak
season, most hotels were fully booked.
Yunus then offered to put her up at
his house. Throughout the passenger’s
stay, Yunus made sure she had a lovely
experience. His family regaled her with
sumptuous meals and even facilitated
her travel arrangements. Kudos to Yunus
for turning a frustrating situation into a
positive one!
P-Serv
While Ma-an was on her break, she spotted
a troubled passenger who was carrying a
crying baby. She then gave the directions
to the nearest convenience store so that
the passenger could purchase milk. Since
the baby was crying non-stop, Ma-an
bought a packet of milk using her own
money and gifted it to the passenger.
This small act of kindness touched the
passenger deeply.
When the challenge to handle an offloaded
passenger with bipolar disorder came,
Fauziah adopted an exemplary service
attitude. She not only helped with his
travel arrangements but also earned
his trust through her kind actions. She
then liaised with the passenger’s brother
who was back home in Melbourne. The
passenger’s brother later praised her for her
outstanding service.
Prem Kumar A/L Rajandra
Nancy Dong Si Wen
Certis CISCO Aviation Security
A European passenger realised that she had
taken a Chinese passenger’s bag by mistake.
She ran back to the boutique and informed
Sharon of the mishap. Sharon took down
both the European and Chinese passengers’
details to facilitate the exchange. Her
quick-thinking helped the rightful owners
reconcile with their belongings. A week
later, she received a “Thank You” card from
the European passenger.
Surly Bin Surahman
Whyson Lin
Surly was performing his patrol duties
at T2 Arrival kerb side when he saw a
disconcerted lady. The lady explained that
her car tyres were punctured. She was
anxious because she was running late for an
appointment. Surly then took the initiative
to change her car tyres. This exceptional
act caught the attention of Mr Benny Lim,
VP of Certis CISCO Aviation Security. The
lady was very grateful and thanked him
profusely.
Whyson came across passenger Claudette
Laurin, who was supposed to fly to Koh
Samui. Due to technical glitches, her ticket
could not be located and her efforts to
contact the agent were in vain. Through
their conversations, Whyson learnt that
Claudette was a single mother with a
young daughter. She had enrolled in a
course in Koh Samui to upgrade her skills.
Not wanting her to miss the important trip,
he spent $789 and bought her a new ticket.
This money was actually his savings for a
trip to Bangkok. Claudette was touched
beyond words and thanked him for his
generous deed.
Active World Pte Ltd
Certis CISCO Aviation Security
ONECHANGI apr-jun 2015
Fauziah Binte Mohd Ali
Plaza Premium Lounge Singapore
A passenger approached Prem Kumar
when her phone went missing during
security screening. Prem Kumar searched
the surrounding area but to no avail. He
then went to review the CCTV footage,
which revealed that another passenger
had taken the phone by mistake. He sprang
into action and located the said passenger
at the gate hold room. As boarding had
already begun, he approached the ground
handling agent and sought his assistance.
Moments later, a cabin crew member
came and handed over the phone — the
passenger had earlier passed it to him. The
passenger was very grateful to Prem Kumar
for persevering and seeing it through.
Sharon Vun San Mei
14
Ma-an De Leon Gonzales
dnata Singapore
DFS Venture Singapore Pte Ltd
Nancy has always been an attentive and
thoughtful sales associate. One day, a
cashier found a laptop at her counter.
Nancy remembered that it belonged to
a male customer who had just signed
up for the loyalty programme. She then
proceeded to retrieve his details and
contacted the customer. She even made
the effort to bring the laptop to him.
The passenger was pleased with Nancy’s
sincerity, and she had made his day
at Changi!
Su Chuan Jen Kevin
Shilla Travel Retail
Upon spotting a pregnant passenger who
was toting several bags and luggage, Kevin
took the initiative to assist her with her
shopping. He recommended options for
her husband’s anniversary gift and patiently
served her until she made her choice. On
top of that, he escorted the passenger and
carried her belongings all the way to the
gate. The passenger was amazed by Kevin’s
professionalism.
Rose Tong Yoke Sim
RISIS
Rose attended to a frequent passenger
and provided him with a first-class,
personalised service experience. Not only
did she introduce the Changi Rewards
card and later escorted the passenger to
apply for it, she also informed him of his
eligibility to redeem a complimentary set
of Mickey & Minnie Mouse collectibles. The
passenger was delighted with the service
and free gifts, and told Rose that he would
patronise the airport’s shops more often
in future.
Tan Bao Yun
DFS Venture Singapore Pte Ltd
Bao Yun served a family of three, who was
departing to Bali. She took the initiative
to prepare different whisky samples for
the passengers to try. Later, the passengers
commended Bao Yun for anticipating their
shopping needs. Bao Yun also brought
them a trolley and suggested a nearby
playground for their child. By going the
extra mile, Bao Yun connected with the
family and made their experience an
unforgettable one.
Manveer Kaur
Plaza Premium Lounge Singapore
Manveer was in T3’s transit lounge when
she saw a lady struggling with her luggage
and two infants. She quickly assisted
her with the immigration process. It was
then she noticed that one of the infants
had a minor injury. The ever-resourceful
Manveer went to get first aid supplies for
the passenger. She also helped with the
identification and collection of her luggage
from the luggage belt. Both the passenger
and her husband expressed their gratitude
to Manveer afterwards.
Edna Ng Keng Eng
RISIS
Edna helped a frequent business traveller
with his purchase of a goat figurine for the
New Year. The passenger was wowed by
Edna’s extensive product knowledge and
effort in sharing the inspirational stories
behind the entire goat collection. She even
assisted him with the collection of his free
gift. The passenger went back home as a
happy and impressed shopper.
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:
Shelly Sachdev @ Lee Ai
Ting, Sim Geok Hong
Shelly Sachdev @
Lee Ai Ting
Sim Geok Hong
Campaign Complete Solutions
People Advantage
Shelly was complimented on two separate
occasions in December 2014. The first was
when a passenger and her ill son were
waiting for a taxi. Shelly wasted no time in
helping them board the next available taxi.
Another day, Shelly spotted a family whose
daughter was vomiting. She guided them to
the priority queue so that they could reach
home sooner and have a good rest. Shelly’s
thoughtfulness is truly inspiring.
Madam Sim Geok Hong, who works at
T3’s basement 1 female washroom, is the
epitome of good service and dedication.
She has always received compliments for
her warm smile and service. The washroom
under her charge feels more like a hotel’s
than a public washroom. She takes the time
to fold the ends of the toilet paper into neat
triangles. This is a simple action that has
far-reaching effects. Madam Sim is truly an
asset to the airport community.
Passengers’ Favourite
Frontline Staff
From left to right:
Sampath Kavitha, Sonia Akter, Thangarasu Lakshmi Praba, He Ling Fang (Vivian),
Marion Joyce Tango (Luvenus Jewellery Pte Ltd)
One evening, Mr Paulose and his wife were unable to locate their son. The team,
comprising Sampath, Sonia, Thangarasu, Vivan and Marion, immediately stepped forward
and conducted a search. The team also brought Mr Paulose to seek help from the relevant
authorities. All this time, they offered reassurance and words of comfort to the worried
parents. Thankfully, the family soon reunited with their son. They later bought chocolates
for the team as a token of their appreciation.
Zhou Qinghao
From left to right:
Naruedee Chotchayapinyo (Mond), Josell Roland Racpan Lat, Rukmani d/o Nadarajan,
Cherie Cheong Yan Xin (P-Serv), Sim Boi Huat (Airport Police Division)
With an impressive average Instant Feedback
System score of 4.95, Qinghao was selected
by our passengers as the Favourite Frontline
Staff for Quarter 4 of 2014. Great job and
congratulations Qinghao!
A group of 79 Thai students and teachers were stranded at Changi after their flight was
cancelled. Mond, Josell, Rukmani, Cherie and Boi Huat did their best to calm them down
and coordinated with the relevant partners to make alternative arrangements. They even
gave the students and teachers blankets and snacks, and also opened up a gate hold room
for the group to stay in. The group was extremely appreciative of the team’s efforts. Mr
Anek, the principal of the school, later wrote in to thank the team for their gestures.
P-Serv
Honesty Award
(In Collaboration with APD)
From left to right:
Au Jock Lian, Zhang
Xian Hong, Puha
Geok Lan, Zukarnaia
Bin Garep
Au Jock Lian
Zhang Xian Hong
Smarte Carte
Certis CISCO Aviation Security
Jock Lian’s exceptional customer service
has earned her compliments on two
separate occasions. One time, she provided
a passenger with information about the
airport and introduced him to the different
amenities. On another occasion, Jock Lian
enlightened a transit passenger on the
multitude of entertainment options the
airport boasts. Thank you Jock Lian for being
a Changi ambassador!
Phua Geok Lan
Campaign Complete Solutions
On Christmas eve, Mdm Phua returned a
wallet filled with $5,000. The passenger
was extremely grateful and complimented
her via Changi’s Facebook page. Mdm Phua’s
honest actions fitted so perfectly with the
Christmas spirit!
Xian Hong was performing security
screening duties at T1’s Gate C1 when she
noticed a white envelope under the X-ray
machine. Upon checking, she discovered
that the envelope contained US$4,900. She
quickly handed it over to Turkish Airlines.
Her uprightness is certainly something all
Changi staff can take a page from.
Zukarnaia Bin Garep
SATS Ltd.
While carrying out his duties onboard
TK66, Zukarnaia handed over a spectacle
case to the authorities. To his surprise,
the case actually contained two pairs of
spectacles and $3,000. They belonged to a
passenger who was transiting in Singapore.
His honesty and professionalism garnered
praise from both SATS and Turkish Airlines.
Outstanding OutletS
EASYBAGY
Left Baggage
Gardens By The Bay
Terminal 1
Departure/Transit
Lounge East
Boissy Singapore
Pte Ltd
Terminal 2
Departure/Transit
Lounge South
Hotel Reservation (S)
Pte Ltd
Terminal 1
Arrival Meeting Hall
Central
Mao Sheng Quanji
Construction Pte Ltd
Terminal 3
Arrival Meeting Hall
North
RISIS
Terminal 3
Departure/Transit
Lounge North
Plaza Premium
Lounge Singapore
Terminal 2
Departure/Transit Lounge
ONECHANGI apr-jun 2015
15
Recognitions
Passengers’ Love Notes
to Our Changi Staff
To:M dm
To: Mr
Moha mad Firdaus Bin Moha mad Nizar
Ta n Ah Son g
utions
Campaign Complete Sol
deepest and
would like to express my
On behalf of my family, I
grity and honesty.
inte
m Tan Ah Song for her
heartfelt gratitude to Md
intact. She really
ts
ten
con
all
h
handbag wit
She returned my mother’s
mpt action.
pro
iday memorable with her
made the start of our hol
ted us,
for
com
and
es
ed our anxieti
She is a God-sent who calm
ia. What started
ent
dem
has
o
wh
y
mm
mu
especially my 77-year-old
htmare quickly turned
out as a heartache and nig
ul morning thanks to
into a soothing and peacef
personal gratitude to
our
vey
Mdm Tan. Please con
of excellent service!
her. She is indeed a model
Singapore Customs
It is always this simple act and
kindness which makes others
remember Singapore and Changi
Airport besides the
physical structure.
Mr Tai
Tut ek Amir
va ni A/p To: M s K og ilam
a
ty
M a nick
ation Securi
Avi
Certis CISCO
ni for
thank Kogilava
I would like to
one
finding my ph
as
w
for me. She
d
an
ly
friend
gh
helpful enou
me.
to
it
to send
e
or
m
ed
ne
e
W
r.
he
e
staff lik
To: Mr
Z ukarnaia Bin Garep
SATS Ltd.
We are impressed by Zukarnaia’s
professionalism and uprightness.
He surrendered the found item to the
relevant authorities and returned it to the
rightful owner. We would also like to praise
his honesty and integrity, which have made
his organisation proud. It is a reflection of
the positive working attitude at SATS.
To: M d m
To: Mr
Ta y Sho
k L en g
Campaign C
omplete Solu
tions
I rate Chang
i Airport as
the best airp
I’ve ever been
ort
to. I have ex
perienced th
friendliness
e
and hospital
ity of the ai
employees an
rport
d people wo
rking there.
The cleanlin
ess
else is in ord is superb and everything
er just
like its hom
e country.
It’s the best
.
Linda Tan, Deputy Station
Manager, Turkish Airlines
Chow Hoi Ling Aileen
Eu Yan Sang (S) Pte Ltd
Aileen provided very good service
and even recommended Changi’s
membership card to us. She is very
polite, friendly and helpful. Thank
you Aileen!
Daniel Heng
To: Mr
Ra me sh Ku ma ran
SATS Ltd.
I am writing to express how imp
ressed my wife and I were at
the efforts
of Ramesh. He helped us whe
n we forgot our items. He was
polite and
efficient in retrieving the pho
ne. The overall service and com
fort during
our long flight from Australia
to Germany was also impecc
able. This is
very impressive considering we
had with our 4.5-month-old bab
y with us.
We will certainly remember this
when booking future flights.
Thank you.
Mr Gra ha m
16
ONECHANGI apr-jun 2015
The qualities demonstrated by
Whyson Lin exceed even the
most exemplary commitment to
customer service. He possesses
an ability to appreciate a crisis
situation and
takes personal
initiative
to solve
customers’
problems.
M s Ca rol
To: Ms
Whyson Lin
dnata Singapore
Lifestyle
Stretch &
Strengthen Any time
We all lead a fast-paced and busy life here at
Changi. Working at the world’s best airport
certainly requires a large amount of time and
energy. But how do we keep fatigue at bay?
This may sound ironic, but research has shown
that low-intensity exercises actually help to
boost our energy levels!
Here are five simple exercises that not only
energise but also prime you for the upcoming
beach season.
1. Sit-downs are the new black
Always wanted rock-hard abs that will be the
envy of others? “Crunches are the only way,”
they say. What do you do if the only crunch you
like is a chocolate bar? You swivel, that’s what!
In your office chair, sit upright and lift your feet
slightly off the ground. For balance, place your
fingers on the edge of your desk. Engage your
core and turn side to side. Mmm… yummy —
and we’re not even talking about the chocolate.
1.
2.
2. Laughter is the best
medicine… and workout
Did you know that an hour of intense laughter
can help you burn 100 calories — the same
amount of calories you burn during a 30-minute
weightlifting session? Gather your colleagues
and make laughter yoga a routine, pronto! You
melt not only the calories but also the stress
away. The beauty of this yoga is that there are
no contortionist-level poses to strike — no
impossible, back-breaking Wounded Peacock or
Handstand Scorpion that will require a trip to
the doctor’s.
3. And we have… lift-off
It’s mid afternoon and your mind is drifting
into space. Why not simulate the actual lift-off
with a leg extension? While seated in your
chair, lift your feet off the floor until your
knees are parallel to the ground. Your quad
muscles will contract. Want a challenge? Place
some reams of paper on the front of your
ankles to increase the intensity. Cue dramatic
sound effects of the blast.
4. The guilt-free dip
Want to go sleeveless? Many gym-goers tend
to focus on the biceps, leaving the triceps
neglected. This is unwise, for that roll of arm
fat is why you have always dreaded waving
goodbye to others! To tone your triceps,
position your arms shoulder-width apart on
your desk. Get a firm grip, and then lower your
body until your elbows reach a 90-degree angle.
Straighten your elbow and that’s a rep!
3.
4.
5.
5. Look, I’m levitating!
Make levitation a superpower of yours. When
seated, cross your feet and bring them close to
your stomach. Using your arms to push, slowly
lift your entire body a few centimetres off your
seat. Hold that position for 30 seconds. This
gives your core and arms a great workout!
ONECHANGI apr-jun 2015
17
Lifestyle
Grab your colleagues and shop
till you drop at these new stores!
Combining quality and comfort
at affordable prices, Giordano
provides fashion essentials for
men, women and children. The
brand’s emphasis on simplicity
of styles and
clean lines with a
minimalist attitude 10% OFF
for airport
has struck a chord
pass holders
with many across
the world.
Terminal 1,
Departure
Transit West
NOW
OPEN!
Cocoa & Co. is a fun, interesting
and exciting confectionery
concept store designed for
all ages. Boasting a vibrant
range of brands and a wide
assortment of
treats, Cocoa &
Co. will certainly
15% OFF
FOR AIRPORT
satisfy your sweet
PASS HOLDERS
tooth!
Terminal 3,
Departure
Transit Lounge
North, #02-44
18
So Chocolate:
Terminal 2, Departure
Transit Lounge North
and South (North: #026-095-03,
South: #026-126-01)
The Chocolatier:
Terminal 2,
Departure
Transit Lounge
Central and North
(Central: #026-079
and North:
#027-025)
10% OFF
FOR AIRPORT
PASS HOLDERS
opening in
end May
Opening
Late June
Fire up your taste buds with
Nando’s, the world’s best-selling
PERi-PERi Flame-Grilled Chicken.
Nando’s chicken is marinated for
24 hours in a secret marinade. It
is butterfly-cut,
staff meals &
and flame-grilled
12% off
to achieve that
regular
items
burnished crisp.
Terminal 2,
Viewing Mall,
South (Level 3)
(Public Area)
So Chocolate and The
Chocolatier know that
travellers all over the world
love chocolate. It pays tribute
to a delicious and indulgent
product that also possesses
history and the power to evoke
strong emotions. Aficionados
will be delighted by the unique
retail environments.
Opening
SOON
ONECHANGI apr-jun 2015
adidas celebrates an
extraordinary passion for
sports. A heritage of adidas,
adidas Originals offers a wide
variety of casual
apparel suitable
15% OFF
regular
for everyday
items
sportsmen.
Terminal 3,
Departure
Transit North
Terminal 3,
Basement 2
North
(Public Area)
price items
only
NOW
OPEN!
Terminal 1,
Departure
Transit Lounge East,
#02-62
15% OFF
FOR AIRPORT
PASS HOLDERS
NOW
OPEN!
Simple Eats is all about providing
great comfort food at reasonable
prices. Simple Eats The Thai
Noodle Bar offers Thai street food
classics like Tom Yum Noodles,
Yen Ta Fo, Pa-Lo Chicken and
Green Curry with Fish Balls.
All items are made with Halalcertified ingredients.
Terminal 1
Departure
Transit Lounge
East, #02-45
An extraordinary yet pricefriendly quality encapsulates FEMI
NINE’s much-coveted collections.
FEMI NINE provides diverse
collections of fashion-forward
designs, from formal business
wear to Sunday casual outfits. It
also carries fashion accessories
which include
jewelleries,
10% OFF
belts, shoes and
for airport
pass holders
handbags.
on regular
Opening
mid May
The Cocoa Trees is a chocolate
lover’s dream come true. The
Cocoa Trees has a variety of
premium-quality candy and
confectionery, and offers the
widest range of confectionery
brands including Hershey’s,
Toblerone, M&M’s
and Ferrero Rocher.
opening
in May
Mr Bean’s Playground at Changi
Airport is the world’s first
playground inspired by Mr Bean.
The walls are decorated with Mr
Bean’s cartoons and characters. The
playground can accommodate up to
50 kids, and it is where they can be
whisked away to Mr Bean’s world.
Terminal 3
Basement 2,
North
(Public Area)
NOW
OPEN!
O’Learys is your second living room.
Exuding a congenial vibe, it is where
you can eat with family, watch a
game at the bar or chug a beer with
your colleagues. The
exclusive
vast array of menu
staff
mainstays will appeal
meals
to local palates!
Terminal 1,
Departure
Transit Lounge
East #03-52
Opening
IN May
Start your day fresh with
SUBWAY® breakfast subs and
flatbread, and complete them
with hashbrowns and a cup
of coffee for
a wholesome
10% off
breakfast
selected
experience.
items
Terminal 2, Arrival
Meeting Hall
South (Level 1)
(Public Area)
Opening
SOON
Soundbites
Hazeri B. Sabri
Barista Maestro, Costa Coffee
Lim Ai Hwa
Sales Promoter, Medic Marketing
Emily Lim Kim Eng
Shopping Concierge, P-Serv
Wanoh B. Harjoh
Security Guard, Securitas Singapore
Work-life balance does not come
easily — sacrifices need to be made. I
used to be a gym fanatic but in order
to make time for my family and still
juggle work, I decided to stop my
bodybuilding routines. But I have not
looked back. I am looking forward to
a trip to either Langkawi or Batam in
May with my three children and wife!
The songs on 97.2FM and 95.8FM
never fail to put me at ease, no
matter how tough the day is going.
I like to tune in to the drama shows
on Channel U and pick up Korean.
I then “flaunt” my vocabularies
whenever Korean tourists pop by
the shop!
The secret ingredient to work-life
harmony? For my family and me, it’s
sweet and sour pork! See, I am the
chef of the family and this signature
dish of mine is a crowd pleaser. I
make it a point to cook for my family
— and they help to wash the dishes!
It’s a perfect tie-up.
I enjoy spending time with my
granddaughter. She loves cartoons
and always uses my phone to play
games. For some outdoor time, I bring
her to Tampines 1, where we will make
a beeline for the cinema and watch
animations on the big screen!
The Meaning of
Work-life Harmony…
A national workplace happiness survey in 2014 revealed that
Singaporeans are “under happy”. We decided to take this finding to
the test and see if Changi staff are the exception. And guess what?
We are happy workers who lead well-balanced lives! What helps our
colleagues achieve the sought-after work-life harmony? Let’s find out.
Muhd Shahrudy Bin Sahlan
Housekeeping Officer,
ISS Singapore
Whenever I am free, I would hit the
green field with my buddies and
have a football match. I get one off
day every week, and I cherish every
minute of it with my family in Johor
Bahru. I will prepare traditional Malay
cuisines — and the star of my dishes
is chilli padi!
Chee Kit Antone Chan
Officer Commanding CSSU
Terminal 3, Certis CISCO
Siti Suriyaton Bte Supa’at
Retail Supervisor, RISIS
Ng Lian
Housekeeping Officer,
Campaign Complete Solutions
At CISCO, we have many welfare
activities, from family outings to
monthly movie sessions and the
annual dinner and dance. I personally
train and partake in the basketball
tournaments! One upcoming event
on my calendar is the Songkran
Festival in Thailand, which I have
planned for using my annual leave.
At RISIS, we take on shift work.
New hires often require some time
to adjust to the long hours. I always
advise them to plan ahead so they
can better manage their work and
personal lives. For me, shift work is
a boon. After I wrap up the morning
shift, I can go home and whip up a
comforting meal for my family.
Whenever I can, I will find time and
spend it with my great grandchildren.
Sometimes, they will also visit me
at the airport and they love it here
due to the multitude of facilities. I
therefore feel blessed to be working
at Changi — where else can you find
a workplace that is also a playground
for the young ones?
ONECHANGI apr-jun 2015
19
Happenings@Changi
Those Who Make Changi Sparkle
Soar to New Heights
with Jetstar
Have you heard? Jetstar has just been appointed the sponsor of
Asia’s Got Talent, a popular talent show that Asia’s has aspiring and
finest artistes duke it out for the coveted title. The airline is enabling
success — with its network of 22 destinations across 13 countries in
Asia Pacific, it has the means to bring talents closer to places where
they can fulfil their dreams.
As a mark of this exciting partnership, one Jetstar A320 has been given
a brand-new look. A vibrant livery of eclectic colours now adorns its
exterior. Enjoy the limelight and soar to new heights, talents!
The food was not only comforting but also nourishing — our housekeeping
colleagues need their strength!
“Changi Airport is the cleanest airport in the world!” Such sentiment
is echoed around the world, and this is certainly not by chance.
Our housekeeping officers work tirelessly to keep our beloved airport
spick and span, helping Changi obtain sky-high standards of cleanliness.
To recognise their efforts, CAG’s Facilities Management invited all
housekeeping officers to appreciation luncheons. The luncheons were
held at the respective terminals, coinciding with the Lunar New Year
celebration. To top it off, our hardworking officers each went home
with mandarin oranges and a $15 NTUC voucher.
To all our friends in the housekeeping department, thank you for your
hard work in keeping Changi’s facilities in tip-top condition!
The eye-catching Jetstar A320 that is stealing all the attention!
Kickin’ It
Changi Style!
The sun came out blazing on 14 March 2015, Saturday, for the Annual
Changi Airport Futsal Challenge. Currently in its third year, the 2015
tournament saw a new record high participation from 24 teams.
Changi Airport Group, Certis CISCO, Airport Police Division, SATS Ltd,
Civil Aviation Authority of Singapore, Immigration & Checkpoints
Authority and P-Serv fielded their best players for the challenge.
Soon, the expansive field at SAFRA Tampines came alive with a sea
of colours. It was a spectacle of lightning-speed footwork, kicks
and passes. After a nail-biting battle, the CAG AES Paya Lebar
emerged champions!
True to form, the participants also exhibited commendable etiquette by
clearing the strewn rubbish after the game. Indeed, the Changi family
not only works hard but also plays hard. And that is how we achieve the
perfect work-life harmony!
Intercepted! Opposing teams brought
“A” Game and focused on both offen their
sive and
defensive strategies.
top
CAG AES Paya Lebar accepting the of Changi
accolade from Albert Lim, President
Airport Recreation Club (CARC).
Cheering on the sidelines were the spectators, whose enthusiasm
was as red hot as the weather!
Results
20
ONECHANGI apr-jun 2015
Champion:
2nd Placing:
3rd Placing:
4th Placing:
CAG/AES Paya Lebar
APD “I”
ICA No Name F.C.
SATS Mustangz “A”
Happenings@Changi
Changi Millionaire 2014:
Winner Unveiled!
Our heartiest congratulations to Mr Seiichiro Oiyama, who
is our newly minted Changi Millionaire! He beat five other
contestants and walked away with a whooping S$1 million
at the Be a Changi Millionaire Grand Draw.
Before embarking on a business trip to Hanoi, the 34-year-old
Japanese Civil Engineer bought an $80 gift for his client. Little did
he know then that a box of chocolates would change his life forever!
We guess Forrest Gump’s mother was right! Life is indeed like a box
of chocolate — you never know what you will get!
As luck would have it…
Excitement tinged with tension hung in the air on 1 February 2015,
Sunday. All six finalists, who hail from China, Egypt, Japan and
Singapore, converged at Terminal 3’s Departure Hall.
Making it to the finale were Mr Oiyama and Mr Qin Peng from China.
The million-dollar task came: pick the final piece that would complete
the picture of the world map. Spectators all held their breath as Mr
Oiyama picked the piece labelled “12”. Gold confetti fell from above and
choruses of cheers rang out as the last piece fitted perfectly!
“I chose number 12 because it is the date of my son’s birthday. I didn’t
imagine this would happen.” With this windfall, Mr Oiyama plans to
fulfil two dreams of his — bring his family on a trip to Mexico where
sandy beaches await, and purchase a black Porsche Cayenne!
Changi Millionaire 2015 Returns in May
From 6 May to 31 Oct, spend a minimum of S$30 at Changi Airport
and stand a chance to win S$1,000,000 in cash! This year, attractive
instant prizes from designer labels will be up for grabs. Changi
Rewards members get extra chances and what’s more? Enjoy 10x
chances when you shop at iShopChangi.com and stand a chance
to be the one additional finalist to be exclusively drawn from
iShopChangi shoppers. Will you be the next Changi Millionare?
New Year, New Home
Starting 2015 with a big bang, Kelly P-Serv (P-Serv) held a housewarming
party and invited guests from the airport community to its brandnew office!
Oohs and aahs were heard as the guests were brought on an
exclusive tour around the pristine office, which features an open
concept. Foosball table and foot massages? Checked and checked.
These enviable fixtures help CEAs to de-stress and unwind after
a hard day’s work. P-Serv is certainly sticking to its belief —
“Only with happy CEAs can we have happy customers!”
Cutting the red ribbon to signify a new start for P-Serv!
Then, a retrospective video that depicted P-Serv’s eight-year
journey with Changi was screened. This walk down memory lane
tugged at heartstrings! The party ended on a high note — pun
intended — with P-Serv’s CEAs performing Stephanie Sun’s
“We Will Get There”. Those who knew the words sang along
while others swayed to the rhythm. The event concluded with a
scrumptious buffet spread of food.
Congratulations to P-Serv on the opening of your new office!
P-Serv is also home to some pretty amazing talents!
ONECHANGI apr-jun 2015
21
Learning Nuggets
proven ways
to the Heart
of Service
Have you ever had a service experience so memorable it makes you
feel like royalty? At Changi, we strive towards delivering a Personalised
experience for our passengers. We want to make them feel as if the world
revolves around them.
In this instalment of Learning Nuggets, we will share with you 12 tips on
delivering P E R S O N A L I S E D service.
22
ONECHANGI apr-jun 2015
Learning Nuggets
P
O
I
ut yourself in the shoes of
the customers. No, not those
Manolo Blahnik heels or Gucci loafers.
When you are caught in a dilemma while
serving a passenger, ask yourself how
you would like to be treated. And before
you can do so, you need to “remove
your own shoes”, so to speak. Block out
any preconceived assumptions about a
customer and serve him in a kind, nonbiased manner.
ffer alternatives. Put on
your creative thinking hat and
brainstorm new alternatives that work
for your passengers. Remember the
golden rule: Save the Best for last!
dentify passengers who are
‘repeat’ customers. Knowing their
likes and dislikes will take your interactions
with them to another level. Make them your
Fans!
“Saving the Last one for the Right one.”
“Don’t make customers happy.
Make Happy Customers.”
“If you feel that it hurts you, it probably
hurts the other person too.”
statements such as “Please let
me check”; “Please allow me to find
out”; and “Let me see how I can help
you”. They are more
courteous than a
straight “NO”!
E ngage passengers in a
conversation. Almost everything we
can do to improve passengers’ situations
begins with a conversation. It helps us to
better understand their needs and also
presents a golden opportunity to build a
meaningful rapport with them.
“Conversation is an
Exercise of the Mind.”
R each out and seize every
opportunity to leave a lasting
impression. A mother with children
in tow? Take them to The Slide at
Terminal 3. It is the world’s tallest slide
in an airport, after all, and every child
deserves some playtime!
“Opportunities Multiply as they
are Seized.”
S hare with fellow colleagues
your interactions with passengers
and expand the collective knowledge.
Build a database of FAQ (Facts, Answers,
Questions). In no time, you will become a
Service Guru. Sharing is caring!
“The more we Share, the more we Have.”
N ever say ‘NO’. Go with neutral
i.e. the non-verbal cues.
For instance, if passengers avoid eye contact
with you after you greet them, this might
be an indication that they prefer to be left
alone. So, give them their personal space.
“Find a Way,
not an Excuse.”
A ddress passengers by their
names, whenever possible. When
you interact with passengers on a
personal level, they are more likely to
welcome you with open arms.
“Making your customers your Best
Friends Forever.”
Hey Ben!
L
Oh Hi!
isten attentively. Problem
solving begins with attentive
listening. You will get clues that might
lead you to solving their problems. When
in doubt, always Clarify, Clarify, Clarify.
“Listening is
the secret to
Discovering
Great Stories.”
S ense the unspoken words,
“The most important thing in communication
is to hear what isn’t being said.”
E very passenger is unique.
Changi Airport serves over
54 million passengers annually but
every passenger has his or her unique
preferences, needs and expectations.
Never dish out cookie-cutter service to our
passengers.
“Don’t just Meet
expectations.
EXCEED them.”
D eepen your knowledge. Having
the correct facts and information
at all times is the key to ensuring
customer satisfaction. Find ways to
update your knowledge so you can serve
passengers with finesse.
“As Knowledge Increases, Wonder Deepens.”
You are now ready to make the world revolve around your passengers.
Need an easier way to remember these tips?
Just think P E R S O N A L I S E D service and you’re all set!
ONECHANGI apr-jun 2015
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 (FMC): 6541 2424
Fire Control: 6541 2525
Medical Emergency: 6543 2223
Reporting a Suspicious Person
6546 9999
Changi Contact Centre
6595 6868
While every effort has been made to ensure that the information
in the publication is accurate at the time of print, Changi Airport
Group (Singapore) Pte Ltd shall not be held liable for any
dissatisfaction, damage, loss, injury or inconvenience arising from
the contents of this publication.
Changi Airport Group (Singapore) Pte Ltd.
Copyright
All rights reserved.