SINGAPORE. Changi Airport Group (CAG) paid tribute to its frontline staff for another year of excellent service contributions at its Annual Airport Celebration this week.
In a ceremony held at Gardens by the Bay, Guest-of-Honour Lui Tuck Yew, Singapore’s Minister for Transport, presented 21 Changi Airport Service Awards in five award categories: “˜Service Personality of the Year’, “˜Outstanding Service Staff’, “˜Outstanding Service Team’, “˜Outstanding Custodial Staff’ and a new category, “˜Service Partner of the Year’.
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“As Changi continues to grow in an increasingly competitive industry, we will remain steadfast towards delivering the iconic “˜Changi Experience’ to every passenger and visitor“ |
Lee Seow Hiang Chief Executive Officer Changi Airport Group |
Service Partner of the Year
The inaugural “˜Service Partner of the Year’ award was presented to the Immigration & Checkpoints Authority of Singapore (ICA) Airport Command.
The new award was introduced this year to honour an airport partner which values its employees and embraces the importance of customer service.
Changi Airport Group CEO Lee Seow Hiang said: “2012 was an exceptional year for Changi Airport. We crossed a milestone with more than 51 million passenger movements and received 30 “˜Best Airport’ accolades. These outcomes are possible only with the commitment and enduring efforts invested by our more than 200 airport partners, whether they are government agencies, airlines, ground-handling agents or tenants.
“As Changi continues to grow in an increasingly competitive industry, we will remain steadfast towards delivering the iconic “˜Changi Experience’ to every passenger and visitor. I want to extend my sincere gratitude to everyone in the airport community who has served their duties with the utmost dedication and grace. To the Changi Airport Service Award recipients: congratulations on the good work. Your exceptional acts of service will be an inspiration to the rest of us,” added Lee.
The Changi Airport Service Awards were introduced in 1994 and have remained a major feature of CAG’s Quality Service Management (QSM) programme.
Presented at the Annual Airport Celebration event, the awards provide a platform to recognise exceptional individuals and teams who personify the Changi Experience for tens of millions of passengers and visitors every year.
This year’s winners, both individual and team, were evaluated and selected based on the extent to which the nominee went beyond the call of duty to assist passengers; their initiative, resourcefulness and creativity in handling a difficult situation; and passenger feedback.
Going beyond the call of duty
Mr Soon Sie Beng, Ben, 25, a Passenger Services Assistant with dnata, has been named the 2012 Service Personality of the Year. He was commended for helping an 80-year-old Greek passenger, Mrs Cotis Kalliopi, who was stranded at Changi Airport after missing her onward connection to Darwin, Australia.
Soon assisted Mrs Kalliopi in booking another ticket to Darwin, first paying for it with his own money. As the flight booked was three days later, he took care of Mrs Kalliopi during this period, even providing her with accommodation in his apartment after seeking the consent of her children. He also took Mrs Kalliopi sightseeing and window shopping since he was off-duty.
For his outstanding efforts in customer service, Soon received S$5,000 (US$4,038) in Changi shopping vouchers, a trophy and a certificate of commendation.
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| (From left) Service Personality of the Year, Soon Sie Beng; Outstanding Service Provider (Gold), Ira May Famador; Outstanding Custodial Staff (Gold), Roslie Bin Abdul Bakar | ||
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Outstanding Service Team: Changi Experience Agents, including Priya Sures, David Wu Tong Xin, Barry Yang Yun Bo, Olga Krush, and Ira Famador |
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The inaugural “˜Service Partner of the Year’ award was presented to the Immigration & Checkpoints Authority of Singapore (ICA) Airport Command |
Other service award winners
Outstanding Service Provider (Gold): Ms Ira May Famador, former Changi Experience Executive, People Advantage
Outstanding Custodial Staff (Gold): Mr Roslie Bin Abdul Bakar, Housekeeping Supervisor, Campaign Complete Cleaning Solutions
Outstanding Service Team: Priya Sures, David Wu Tong Xin, Barry Yang Yun Bo, Olga Krush, Ira Famador (Changi Experience Agents)
About the Quality Service Management programme
The Quality Service Management (QSM) programme was started in 1988 with the objective of aligning all airport partners towards the goal of providing quality service and cultivating a customer-oriented service culture amongst airport staff.
Over the years, it has included activities such as campaigns, training workshops, awards and incentives, benchmarking programmes, study visits and welfare programmes that demonstrate Changi Airport’s care for its staff members.
CAG has also established a wide range of awards and incentives to recognise exceptional service deeds. Examples include the Changi Service Pins and First Class Service Acts schemes, the Quarterly Staff and Outlet awards as well as the Annual Airport Celebration.
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