Our Belief

A PASSION FOR QUALITY SERVICE

THE CHANGI EXPERIENCE
QUALITY SERVICE MANAGEMENT

OUR VISION AND MISSION

Our Values

Our values and culture guide us in everything we do. They are the foundation for our decisions and the heart of our organisation. Changi Airport Group is about world-class service, delivered through our passion and culture of excellence.

We value our People.

We succeed with our Partners.

We are committed to our Customers.

We lead in our Business.

Integrity and service are at the heart of everything we do.

OUR BRAND STORY

Exceptional People, Connecting Lives

Our brand story, ‘Exceptional People, Connecting Lives,’ is visually expressed through our logo. The lines that converge on the Changi ‘I’ symbolise how we unite to serve each customer, caring for them at every stage of their journey.

The vibrant lines encircling the globe illustrate how we bring colour and energy to the world by enabling journeys and connecting lives across continents and cultures. These lines also form an ‘S,’ reflecting our commitment to growing a dynamic air hub in Singapore and fostering global connections.

Quality Service Management

We believe all partners in our airport community must understand the elements that make up the Changi Service DNA and align themselves with the goal of providing quality service. The elements expressed in the Changi Service DNA will foster a stronger service culture and guide the service team in their interactions with our customers at all touchpoints.

Personalised

TO SERVE VS TO ENGAGE

Every customer is unique

Be Welcoming
Be Interested
Be Attentive

Stress-free

TO DELIVER VS TO ANTICIPATE

To provide customers with peace of mind

Be Knowledgeable
Be Resourceful
Be Responsive

Positively Surprising

TO SATIFY VS TO DELIGHT

To create good memories in every customer

Be Involved
Be Enthusiastic
Be Creative

Delivering Quality Service

We believe that everyone in the Changi family has the ability to deliver exceptional service. Our Quality Service Management team collaborates intimately with all our airport partners to deliver exceptional service.

Our Changi Service DNA: Personalised, Stress-Free and Positively Surprising– make the 3 key thrusts that ensure customer centricity in all our activities.

Service Process Management

The Changi Experience is created by design and not by chance. It involves rethinking, redesigning and realigning airport processes to meet the growing expectations of customers. We are steadfast in creating a Changi Experience that brings delight to the customers we interact with, and to achieve a consistent level of service in our daily operations.

Learning and Development

People competencies are essential in the development of a successful service organisation. We are determined to train and equip our workforce to deliver excellent service to each and every customer.

Emphasis is placed on inculcating new staff with the Changi Service DNA. Our core service skills training programme is designed to equip every individual with the skill sets to deliver the Changi way of service. Continuous learning efforts are an integral part of the learning and development roadmap for all airport staff.

Service-Driven Initiatives

Feedback from our customers sets the foundation for our work, and help us continuously improve our service standards. We seek to connect, communicate, commend, and collaborate with our airport community to drive service excellence through these through service-driven initiatives:

a)   Creating a high level of Service Awareness
b)   Promoting contribution with Awards and Recognition
c)   Seeking out collaborative opportunities through Agency Engagement

We reward our service workforce for their good service, exemplify their excellent service acts, and encourage a sense of team responsibility. We also work with our airport partners to ensure all our customers enjoy a delightful and unforgettable Changi Experience.

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