SINGAPORE. The Civil Aviation Authority of Singapore (CAAS) has launched a new quality service campaign, entitled SMILE. The campaign was launched at Changi Airport yesterday by Minister for Transport and Second Minister for Foreign Affairs Raymond Lim.
The SMILE campaign is part of CAAS’ Quality Service Management (QSM) programme, aimed at “aligning all organisations in the Changi Airport community, towards the goal of providing quality service”.
“˜SMILE’ captures the essence of providing quality service, signifying Smiling, being Motivated and having a positive attitude, being Interested in passengers, Listening to their needs and going that Extra mile.
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Singapore Minister for Transport and Second Minister for Foreign Affairs Raymond Lim launching the SMILE campaign | |
Through a month of fun-filled activities, this campaign aims to reinforce the SMILE values in all airport front-line staff. Mobile carts will be plying the terminals and staff can try their hands at the games to learn about the SMILE attributes.
In addition to the SMILE campaign CAAS also works with other airport organisations to reinforce the service culture within Changi Airport via regular training sessions.
Outstanding service staff members are also recognised through awards and incentives.
CAAS Director-General & CEO Lim Kim Choon said: “Changi Airport has bagged 18 awards and accolades so far this year. It is excellent service, an important component of the “˜Changi Experience’, that has helped Changi Airport maintain its “˜Best Airport’ status over the years. This would not have been possible without the effort of each and every staff member.”
He added: “Such QSM initiatives have a meaningful impact on the service culture within Changi Airport. In a strong and positive culture, staff will possess the right attitudes and mindsets and provide quality service to passengers.”
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