Lack of 'heartware': Changi Airport Group replies

We are sorry that Mr Anil Bhatia's friend did not receive the expected level of service at Changi Airport when he was unwell, and we apologise for his experience ("More 'heartware' needed at Changi Airport"; last Sunday).

We agree with Mr Bhatia that hardware is only as good as "heartware".

Beyond state-of-the-art facilities and clockwork efficiency, we strive to create a sincere service culture of providing excellent service with a warm, personal touch.

We expect all airport staff to exercise empathy and flexibility when helping passengers in different situations. We also encourage airport staff to go the extra mile to delight passengers.

While certain services by various airport agencies are paid services or are provided on a pre-arranged basis, airport staff should still do their best to help any passenger in need, or arrange for assistance to be rendered to such passengers.

We thank Mr Bhatia for his feedback. The incident shows that we still have room to improve.

As part of our ongoing service training for airport staff on Changi Airport's service culture, we will use this incident as a useful case study to reinforce the need to empathise with and respond flexibly to a passenger's unique situation and needs.

We are also getting in touch with Mr Bhatia to find out more details so we can personally follow up with the passenger involved.

Albert Lim


Passenger Experience

Changi Airport Group

This article was first published on March 22, 2015.
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