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Feedback on Rude Security Staff – Changi Airport’s Reply

Feedback on Rude Security Staff – Changi Airport’s Reply

After filing a complaint with Changi Airport through their official feedback channel on a rude Certis CISCO security staff, I got an official reply from them within a week. This is their reply in full, with the names edited to protect the identities of the individuals mentioned:

Dear Mr. Lim,

Thank you for taking the time to write in to Singapore Changi Airport.

We are sorry to learn about your unpleasant experience at one of our security touch points on 4th January 2017. We have since investigated the incident with the management of our security partner, Certis CISCO. Please allow us to share our findings.

We were able to ascertain through CCTV footage that you were ushered to the security screening point at Terminal 1 Departure West Concourse at 0522 hrs. The X-ray Operator involved, Officer R, had subsequently flagged out a round container in your bag. We noted that she had engaged you from a distance away and raised her voice in the process. We acknowledge that during her subsequent conversation with you, Officer R had also made unnecessary remarks when she had failed to identify the round container within your bag. Upon realising the mix up with the bags, we observed that Officer R had proceeded with her duties without engaging you further. In our interview with her, Officer R explained that she had been in a rush to screen the bags of subsequent passengers and thus had discontinued further conversation, despite your request for an apology.

Based on our investigations, we agree that Officer R had failed to match our expectations in her service delivery. She should not have raised her voice in her engagement with you. Her mistake could also have been avoided if she had moved closer to conduct a visual check in order to confirm that the bag she had initially identified was the correct one. In addition, she should not have resumed her duties without closing the matter with you, and should have instead been forthcoming with an apology upon realising her mistake.

At Changi Airport, we constantly reiterate to all staff and service partners, especially those who play the roles of front-line ambassadors the importance of being professional and courteous when executing their duties. As such, we do not condone any form of misconduct.

Following your feedback, you may wish to note that we have engaged the management of Certis CISCO to take the necessary disciplinary and corrective actions against the officer. In addition, Officer R will be put through a re-training course aimed at improving her service performance and professionalism. Lastly, she will be placed on a ‘watch list’ upon her return to duty, which necessitates closer monitoring of her performance by her supervisor.

Mr Lim, thank you once again for your valuable feedback. Please accept our apologies for the service shortcomings you experienced. We place emphasis on the standard of service here at Changi Airport, and assure you that we will continue to work with our service partners to enhance our passenger’s experience. We sincerely hope for an opportunity to better serve you the next time you travel through Changi Airport.

Yours sincerely,

XXX

Senior Associate, Airport Operations Management

Changi Airport Group (Singapore) Pte Ltd

The reply is very thorough. For fairness, a CCTV check was even done to ascertain that I did not malign the security staff involved. I am more than satisfied with the actions taken.

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This is why Changi Airport remains competitive as one of the top airports in the world. They take feedbacks seriously.

I got an email acknowledgement within two hours from Changi Airport after submitting my feedback online and a reply on social media within a few hours after I posted an article:

Well done Changi Airport!

About The Author

alvinology

Alvin is a marketer by day and blogger by night. He is a 100% geek who spends too much time surfing the web.

11 Comments

  1. DY

    I encountered a bad experience with a Cisco officer at changi airport terminal one today too. They seriously need to send their officers for re-training.

    Reply
  2. DY

    As public, we should respect the officers in line and we expected the same kind of mutual respect from the officers!

    Reply
  3. DY

    As public, we should respect the officers at work. However we do expect mutual respect from the officers

    Reply
  4. Anonymous

    From one of the most courteous airport to the rudest airport, how have we fallen…unless you are white…or a Crazy Rich Asians. Actually it does not matter to them. Enjoy Changi great memories.

    Reply
  5. Elis Tan

    I encountered a bad experience with the security officer at changi airport terminal 3 & 4 on my last trips. They seriously need to send their officers for re-training, Changi airport has become the rudest airport.

    Reply
  6. DY

    Agreed .Their Cisco officers are very rude SMS treated passengers as if we were criminals. Really terrible attitude .

    Reply
  7. John Chua

    I am Taxi Driver. There were an occasion where the Cisco Security Officer was quite arrogant & unreasonable. They asked for Vocational licence when it is very clear I would not be able to drive a taxi if I don’t have a licence. The Customer in my taxi works at the Airline House & she was rushing to work. And this officer purposely try to delay the time by asking for my licence & checking the boot. The Officer should be more professional in understanding the situation. Perhaps you can train your officers to use their common sense & not be arrogant. I am not racist but whenever I drive thru’, I noticed the few Indian Cisco Officers would laugh & talk among themselves & make fun of you. I understand what they were saying becos I have a few Indian friends who taught me abit of Tamil. So please train your officers to be more professional in dealing with people especially with taxi drivers. Thank you.

    Reply
    • Cindy

      I totally agreed, today 10 Dec 2018 I had bad experience at Changi Airport T2 arrival. The indian cisco officers were same arrogant and rude and chase me out before I could find a space to stop my vehicle and pick up the booking passenger. Even threaten by holding his handphone to take picture of my vehicle as if i had been there for long time, which actually just a few seconds. How could these people be working at our well known reputable airport where they don’t even show their right attitude and manners. Are we going to face to same nuisance again and again? Its ashame !

      Reply
    • Anonymous

      Please be mindful….and know ur locations….i believe as a Singaporean u know what restricted area is and how the checks can be like…the same situation try going thru checkpoints without winding down ur windows or showing ur face during security checks…ur passengers do have their Passes to enter,do you? Answer is u dont…so the other alternative is ur VL…if u have it,show it… pls do not show off being singaporean and be too proud showing ur PINK NRIC when deep down you know it yourself,if u wanna do their job or not…why not mirror urself and ask how were u behaving to them… #peaceandrespect

      Reply
  8. SPEAKING FOR EVERY DANCER

    Okay this isn’t really feedback but LET DANCERS DANCE AGAIN. We aren’t doing anything but dancing man might as well kick us out for brething or walking. We use t3b3 and AND PEOPLE SELDOM GO THERE UNLESS THEY ARE PARKED THERE. Take note some of us have competitions to train for and our schools don’t let us practice on weekends. We also eat after that so y’all earn smth for letting us use ur facilities so go ahead don’t let us use lorh ur loss of profit also there’s almost 40 of us. Please ah why did y’all make the place if no one’s gonna use it .

    Reply
  9. Anonymous

    Can you just tell me the logic behind not bring liquid from outside but can get it from inside airport? The same question applies for perfume as well. The one bought from outside and the one bought inside the airport(above 100 ml) both are inflamable. Then what’s the logic behind not carrying the one bought from outside?

    Reply

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