Changi Airport Champions Exceptional Service in Post-Covid Era: A Celebration of Kindness and Customer Excellence

In a heartwarming celebration of extraordinary acts of kindness and unparalleled customer service, Changi Airport recently hosted its Annual Airport Celebration awards ceremony, marking the first full post-Covid edition. The event aimed to recognize and honor exceptional individuals who exemplify the core values of Changi Service DNA, going above and beyond to enhance the passenger experience.

Spotlight on Exceptional Individuals

The awards ceremony, which bestowed 21 service accolades, along with recognition for a distinguished partner organization, covered five categories. These included prestigious distinctions such as ‘Service Personality of the Year,’ ‘Service Partner of the Year,’ ‘Outstanding Service Staff of the Year,’ ‘Outstanding Custodial Staff of the Year,’ and ‘Outstanding Service Team of the Year.’ The top two awards were presented by Mr. Chee Hong Tat, Minister for Transport, in a moment of distinction, acknowledging the recipients for their extraordinary contributions to service excellence.

Recognition for Outstanding Dedication

The awardees were chosen for their exceptional dedication that surpassed regular duties, showcasing initiative, resourcefulness, care, and creativity in handling challenging situations. The meticulous selection process took into account notes of appreciation and feedback from passengers, further underscoring the exceptional impact these individuals and teams had on the Changi service experience.

An Extraordinary Gesture of Compassion

Among the standout stories, Certis Aviation Security’s Service Operations Executive, Haresh S/O Chandran, was honored as the ‘Service Personality of the Year’ for 2023. Haresh’s extraordinary two-week commitment extended beyond Changi Airport, where he responded to an urgent call about an elderly German passenger who had fallen. Haresh not only escorted the injured passenger and her husband to the airport clinic but went above and beyond by arranging medical assistance, providing accommodation, and even celebrating Christmas with the couple. His empathetic commitment, shaped by personal challenges with dyslexia, truly set him apart.

Transformative Journey in Elevating Customer Service

P-Serv Pte Ltd (P-Serv) was named ‘Service Partner of the Year,’ recognizing their transformative journey in elevating customer service. Despite operating with leaner staff strength during the pandemic, P-Serv embraced Changi’s vision, leveraging technology to enhance staff productivity and deliver exceptional value to passengers. Collaborating closely with Changi Airport, P-Serv introduced innovations such as the Virtual Changi Experience Agent (vCEA) services and Chatbot Max, expanding passenger outreach. They also played a crucial role in implementing Integrated Customer Care (ICC), boosting productivity by 30% while operating with a reduced workforce. P-Serv’s commitment to growing a highly skilled workforce and fostering collaboration through initiatives like the Changi Service Ambassador (CSA) volunteer program exemplifies their dedication to delivering an elevated service experience.

The Annual Airport Celebration not only celebrated outstanding service but also showcased the resilience, compassion, and innovation that continue to define Changi Airport’s commitment to excellence in the post-Covid era. As the airport community comes together to honor these exceptional individuals and partners, the event marks a beacon of hope and positivity in the aviation industry.