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Enhancing the Changi Experience

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Many frequent travellers already believe that Changi Airport in Singapore is the best in the world, and now Changi Airport Group has unveiled a series of service initiatives to be rolled out as part of a continuing effort to provide an even more enriching experience for passengers.

All the touch points to be transformed will be ready by end of 2011, with implementation to be carried out in phases.

Personalised Service

Care@Changi is one example of service personalisation that has been implemented at Changi Airport. Under this initiative, passengers such as expectant mothers, those with infants-in-arms and reduced mobility travellers will be accorded more assistance. For
example, they will find it very convenient to locate a stroller or wheel chair at Changi and, in addition, will enjoy priority queue lanes at security checkpoints and taxi stands.

The concept of personalised service has also incorporated the use of technology. Another initiative, iChangi, empowers individuals to access information on flights, retail and dining options and airport facilities and services through easy-to-use platforms such as a mobile application for iPhones and iPads, and interactive kiosks located around Changi’s terminals. Airport users and travellers can also sign up for notifications of changes in flight times or gate changes on their mobile devices.

Stress Free

Recognising that air travel can be stressful for passengers, Changi Airport has, through the years, provided an oasis of efficiency and relaxation. CAG is taking this approach a step further with the implementation of SWIFT or Service Workforce Instant Feedback Transformation.

This is a system that enables issues on-the-ground to be identified quickly and rectified promptly. Passengers are also empowered to give immediate feedback at various customer touch points, providing real-time feedback for frontline staff and their supervisors.

As an example, the use of SWIFT in washrooms at Changi Airport will enable roving inspectors to request for immediate rectification of faults they have identified and customers to alert cleaning supervisors if the condition of a washroom is unsatisfactory.

A less stressful experience is also on the cards for tourists seeking refunds on the Goods and Service Tax (GST) when shopping.

The Inland Revenue Authority of Singapore is developing a new Tourist Refund Scheme which will provide tourists a hassle-free and seamless GST refund experience at Changi Airport.

The new electronic, paperless process simplifies data capture at the point of sale anywhere in Singapore, and makes it much easier for tourists to receive their refunds, whether in cash or through their credit cards.

Surprising Moments

The third element of the Changi Service DNA is to create fond memories in customers. Changi Airport has pursued this fervently for many years through its wide range of activities such as celebrity meet-and-greets with the likes of Lady Gaga, and new and interesting facilities like the Slide@T3.

CAG believes that positively surprising moments can also be created by an engaged frontline staff who is involved, enthusiastic and creative. Hence, a number of the CCI Icon initiatives are focused on boosting a sense of belonging to the Changi community among the airport workforce, and providing a workplace environment that promotes employee welfare and incentivises staff to do their very best for customers.

These projects include new uniforms for airport staff reflecting a common Changi Identity, a move by CAG to implement deep sourcing, which incorporates workforce surveys of staff of airport agencies, and the VOTES, or Valuing Our Tenants' Excellent Service, scheme.

VOTES is designed to empower patrons at Changi’s food & beverage establishments to assess their dining experience and the service they have received from the staff and, through their ratings, determine whether the staff deserve a monetary incentive. This scheme is being piloted at two Japanese restaurants – Sakae Teppanyaki and The Pasta Shop by Sakae – with the staff incentives jointly funded by CAG and the restaurants.

 In August and September 2010 alone, Changi Airport received another six Best Airport awards bringing its total to 360 since its opening in 1981.

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