<p><strong>Haresh S/O Chandran, Certis Aviation Security Pte Ltd</strong></p> <p><strong>Service Personality of the Year 2023</strong></p> <p>On 22 December 2022, Service Operations Executive Haresh was notified of an elderly passenger who had sustained a fall. He rushed to the scene and escorted the passenger and her husband to the clinic for examination. As the clinic recommended an X-ray scan at the hospital, Haresh swiftly updated the airline and duty terminal manager and arranged for an ambulance.​</p> <p>After work, Haresh visited the passenger and upon learning that she was due for an operation, took it upon himself to secure a hotel booking for her husband near the hospital. He continued to visit her, bringing flowers, fresh fruits, and even a cake on Christmas Day. He also helped to connect the passenger with her son to update him on her condition, assisted her husband in extending his hotel stay, and even brought his faulty cellphone for repair.</p> <p>On the day of their departure, Haresh arranged special assistance for the couple to make sure they had as smooth of a journey as possible.</p> <p>For his remarkable two-week effort beyond Changi Airport, Haresh is awarded Service Personality of the Year 2023.</p>

<p><strong>P-Serv Pte Ltd<br /> </strong></p> <p><strong>Service Partner of the Year 2023</strong></p> <p>Committed to customer service excellence, P-Serv Pte Ltd displayed resilience and adaptability in responding to the changing needs of passengers. At the forefront are the Changi Experience Ambassadors (CEAs) who play a pivotal role in assisting passengers to ensure a stress-free and pleasant journey through Changi Airport. P-Serv is also committed to delivering a seamless and delightful shopping experience for passengers. Their impact resonates through the Shopping Concierge (CAG’s personalised concierge for passengers’ shopping needs) and iShopChangi (CAG’s e-commerce platform), transforming the airport into a shopping haven. The result is a harmonious blend of world-class service ambassadors, personalised shopping experiences, and a seamless airport journey, reflecting P-Serv's dedication to creating magical moments for every traveller at Changi Airport.</p> <p>For its unwavering dedication to delivering service excellence and the remarkable display of the ONE Changi spirit, P-Serv Pte Ltd is awarded Service Partner of the Year 2023.</p>

<p><strong>Le Huynh Thien (Kim)​, P-Serv Pte Ltd</strong><br /> </p> <p><strong>Outstanding Service Staff of the Year (Gold)</strong></p> <p>On 17 January 2023, Changi Experience Ambassador Kim received a request to assist a distressed Vietnamese passenger who had missed his flight to Vietnam due to a delayed transit flight prior. Advised to repurchase a new flight ticket, he was distraught as he only had 200USD with him and could not afford a new ticket, which was $1,200 SGD at the time.</p> <p>As the passenger was desperate to return to settle family issues, Kim sourced for other flight options online and managed to secure a more affordable air ticket for a flight the following day, even covering the remaining fees out of her own pocket.</p> <p>She graciously offered to buy the passenger food and in a true act of generosity, put him up for a night at her home. Kim’s kindness created a lasting impact on the passenger and a positive memory of the impeccable service standards at Changi Airport.</p> <p>For her generosity and compassion, Kim is awarded Outstanding Service Staff of the Year (Gold).</p>

<p><strong>Tan Tian Shiong (Sky), P-Serv Pte Ltd<br /> </strong></p> <p><strong>Outstanding Service Staff of the Year (Gold)</strong></p> <p>On 29 November 2022, Changi Experience Executive Sky encountered a caller whose children were bound for a flight from Hong Kong to Nadi, with a transit in Singapore. As their visa applications were rejected, she was worried they would not be able to clear immigration to board their transit flight. With his knowledge and quick thinking, Sky advised her to reapply for tourist visas, which were quickly approved.​</p> <p>In the days leading up to the flight, Sky took the initiative to research entry requirements for the passengers’ return flight to Hong Kong and notified them of the need to complete a health declaration.​ Taking it a step further, he requested to do overtime to receive the young passengers at Terminal 4 and escort them to their transit flight.​</p> <p>When the passengers returned to Singapore a week later for their flight back to Hong Kong, Sky was there to receive them despite his day off and helped to book a car ride for them to their hotel. On the day of their departure, he delighted them with souvenirs and assisted them all the way till they boarded their flight.​</p> <p>For his unwavering dedication in creating a stress-free experience for passengers, Sky is awarded Outstanding Service Staff of the Year (Gold).</p>

<p><strong>Fatin Nur Zianna​, Lotte Travel Retail Pte Ltd<br /> </strong></p> <p><strong>Outstanding Service Staff of the Year (Silver)</strong></p> <p>On 14 June 2022, a 68-year-old passenger missed her connecting flight to Cebu, Philippines, and was advised to rebook her flight but did not know how to go about it. Feeling lost, helpless, and desperate to go home to her family, she broke into tears – until Fatin came to her rescue.​</p> <p>Although Fatin's shift was due to end and a company-chartered bus was waiting for her, she chose to stay on to assist the passenger. When the passenger's credit card was declined, Fatin used her own credit card to book the passenger a new flight and even treated her to a hearty meal after learning she had not eaten the whole day.​</p> <p>To ease the passenger's anxieties, Fatin offered constant reassurances and ensured that all necessary pre-flight procedures were completed. Unable to put aside her lingering concern, she sought the help of an airline staff to take care of the passenger until the flight. Deeply moved by Fatin's genuine care and compassion, the passenger left her a message of gratitude and affectionately called her a &quot;guardian angel&quot;.​</p> <p>For going above and beyond her call of duty, Fatin is awarded Outstanding Service Staff of the Year (Silver).</p>

<p><strong>Priya D/O Sures, Certis Aviation Security Pte Ltd<br /> </strong></p> <p><strong>Outstanding Service Staff of the Year (Silver)</strong></p> <p>On the morning of 7 April 2023, Service Operations Executive Priya encountered a passenger frantically shouting for help. She rushed to the scene to find a boy lying on the ground, looking extremely pale. Immediately, she activated the medical team, who arrived on the scene within minutes. The boy was subsequently brought to the clinic for assessment and advised to visit a hospital for further examination and acquire a Fit-to-Fly document. </p> <p>Upon understanding the situation, Priya stepped up to assist with the offloading process and ensured that their luggage was kept safely. With her supervisors’ blessings, she helped both passengers through immigration and even accompanied them to the hospital. Throughout the whole ordeal, Priya constantly assured the passengers and took care of their needs, buying them food while they waited to see the doctor.</p> <p>After the boy was assessed to be fit to fly, Priya helped to rebook their flights and assisted them through check-in and immigration processes. The family was immensely grateful for Priya’s empathy and proactive assistance.</p> <p>For displaying proactive assistance to the passengers, Priya is awarded Outstanding Service Staff of the Year (Silver).</p>

<p><strong>Lee Chen Yu, Certis Aviation Security Pte Ltd<br /> </strong></p> <p><strong>Outstanding Service Staff of the Year (Silver)</strong></p> <p>On 29 August 2023, Experience Executive Chen Yu was approached by a passenger seeking escort assistance for her unwell daughter. Chen Yu promptly secured a wheelchair and escorted them to Terminal 1 for check-in.</p> <p>At the check-in counter, the staff recommended consulting a doctor for a Fit-to-Fly letter, but a language barrier made it difficult for the passengers to understand. Eventually, the airline had a staff member translate the information and Chen Yu stayed by their side throughout the ordeal, even accompanying them to the clinic despite her shift ending.</p> <p>When it was determined that further medical treatment was needed and the passengers would miss their flight, Chen Yu tried to secure accommodation for the family. It was no easy task as few options were available at the time, but through it all, she communicated clearly with the passengers and eventually succeeded in booking a room at YotelAir, for which the passengers were incredibly grateful.</p> <p>Chen Yu escorted them to the hotel after the medical treatment and ensured that they settled in comfortably before leaving.</p> <p>For displaying unwavering dedicated assistance towards a travelling family, Chen Yu is awarded Outstanding Service Staff of the Year (Silver).</p>

<p><strong>Cepillo John Eric Atienza​, P-Serv Pte Ltd</strong><br /> </p> <p><strong>Outstanding Service Staff of the Year (Silver)</strong></p> <p>On 17 August 2023, Changi Experience Executive Eric encountered a distressed elderly couple who was on the verge of missing their lifelong dream voyage. They had been denied boarding for their flight to Athens due to a late arrival at the check-in counter. To save their trip, Eric examined their travel itinerary, made an international call to their travel agency, modified their flight, and adjusted their hotel reservation in Athens, jumping through countless hoops to make the couple's dream vacation come true. With Eric's help, they were able to book a new flight, all while preserving their scheduled cruise trip.</p> <p>As the flight was in 29 hours, Eric stayed past his shift to book them a hotel room and even took them on a short tour around Jewel. Not forgetting them the next day, Eric greeted them at the hotel and escorted them to the departure hall for their check-in. The couple repeatedly thanked Eric and later sent an e-mail to convey their gratitude.</p> <p>Without his timely and selfless assistance, they might not have been able to navigate the challenges on their own and their dreams would have been dashed.</p> <p>For his display of empathy and quick thinking, Eric is awarded Outstanding Service Staff of the Year (Silver).</p>

<p><strong>Karen Phua, SATS Ltd<br /> </strong></p> <p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p> <p>On 26 July 2023, Duty Manager Karen was faced with the challenge of helping passengers who had missed their connecting flight after a delayed arrival from Melbourne. One such passenger approached her with a pressing concern: she now faced the daunting prospect of a 46-hour journey with four connecting flights in between to reach her destination in Lithuania – all while being 20 weeks pregnant.</p> <p>Recognising the physical strain the passenger must be under, Karen was determined to alleviate her burden and used her extensive network of connections to search for alternative flight routes. With unwavering dedication, she successfully secured the best itinerary, reducing the journey to just one connecting flight.</p> <p>In the passenger's own words, Karen's efforts not only showcased a commitment to maintain excellent service standards at Changi, but also demonstrated empathy and dedication that went above and beyond.</p> <p>​In recognition of her efforts, Karen is awarded Outstanding Service Staff of the Year (Bronze).</p>

<p><strong>Quitain Ma Katrina Pilar Setias, P-Serv Pte Ltd</strong><br /> </p> <p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p> <p>On 9 December 2022, a female passenger arrived on a transit flight to Manila. As her employer did not provide her with the flight itinerary, Changi Experience Ambassador Katrina brought her to an airline counter to enquire about her flight. To her shock, she was told she would need to pay for check-in baggage and present her vaccination and travel health certificates.</p> <p>Seeing the passenger in distress, Katrina offered to bear half of her baggage expenses and tried to reach her employer for a copy of her vaccination certificate but to no avail, resulting in the passenger missing her flight. The airline staff kindly offered to transfer the passenger to the earliest flight the following day at no charge, under the condition that she perform a swab test before flying.</p> <p>Suspecting the passenger might not have sufficient money for transport home, Katrina forked out her own money once again to pay for the test, and even bought her food and drinks. Katrina's generosity and compassion helped the passenger return home for the first time in five years.</p> <p>For extending generosity and compassion in assisting the passenger to return home successfully, Katrina is awarded Outstanding Service Staff of the Year (Bronze).</p>

<p><strong>Sarojini Naidu A/P Parthiban, Certis Aviation Security Pte Ltd<br /> </strong></p> <p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p> <p>On 19 May 2022, Service Operations Supervisor Sarojini was at Gate A18 when she spotted an anxious female passenger who had missed her flight bound for Vietnam. Sarojini brought her to the transfer counter, where she was advised to purchase a new air ticket – news that was extremely upsetting as she had previously been stuck at Tokyo for two days.​</p> <p>Putting the passenger's emotional needs first, Sarojini quickly calmed her down and promised to help her find the next available flight – and luckily enough, there was a flight scheduled the following day at 9:15am.​</p> <p>However, yet another hurdle presented itself. The passenger had lost her phone, so she was unable to access her one-time password for payment of the ticket. Sarojini offered to make the payment first in her stead. Concerned that she might be tired and famished after the whole ordeal, Sarojini then brought the passenger to a café and later a resting place in Terminal 3.​</p> <p>Even after parting ways, Sarojini kept in touch with the passenger and reminded her of her flight details the next morning, showing a detailed level of care and consideration. Thanks to Sarojini's kind assistance, the passenger was able to return to Vietnam safely.​</p> <p>For her admirable dedication in helping a passenger in need, Sarojini is awarded Outstanding Service Staff of the Year (Bronze).</p>

<p><strong>Jimson Crisostomo Castro​, ABR Holdings Ltd<br /> </strong></p> <p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p> <p>On 26 June 2022, Jimson was serving a family with a toddler and an elderly lady when he noticed that they appeared visibly worried. He learnt that the mother, toddler, and elderly lady had gone to the bathroom during the meal, but the elder had yet to return. She had just arrived in Singapore and did not understand English. ​</p> <p>Despite the restaurant being busy at the time, Jimson offered help to look for the elder. He searched high and low, even calling the restaurant to find out the name of the elder so that he could seek help at the information counter. By a stroke of luck, he found the elderly lady near the information counter and escorted her back to the restaurant to be reunited with her family. The family was immensely grateful to Jimson for his tireless effort and genuine concern. His warm gesture left a smile on their faces.​</p> <p>For his compassion and empathy, Jimson is awarded Outstanding Service Staff of the Year (Bronze).</p>

<p><strong>Gobinathan A/L Subramaniam, LS 2 Services Pte Ltd<br /> </strong></p> <p><strong>Outstanding Custodial Staff (Gold)</strong></p> <p>On 13 June 2022, a Duty Terminal Manager was informed of a dispute that had unfolded between a passenger and several members of the public at Terminal 1. There was a fight between a husband and his wife, her father and a lawyer representative over the custody of their child. The husband and his two-year-old child were waiting at the document-checking area for their flight when his father-in-law attempted to physically grab the child away, resulting in a heated scuffle that pushed over several stanchions.​</p> <p>Witnessing the commotion, Housekeeping Supervisor Gobinathan quickly stepped in to stop the fight. With the child's safety at the top of his mind, he sought to separate the mother and child from the situation and contacted the Airport Police Division for their attention and assistance.​</p> <p>For his quick thinking and admirable courage to de-escalate a difficult situation, Gobinathan is awarded Outstanding Custodial Staff of the Year (Gold).</p>

<p><strong>Tan Boon Leng (Leo)​, Smarte Carte Singapor) Pte Ltd</strong><br /> </p> <p><strong>Outstanding Custodial Staff (Silver)</strong></p> <p>On 14 July 2022, Leo was working at Terminal 3 Transit as a scooterist when he was approached by an elderly passenger for directions to her boarding gate. Seeing that she was visibly helpless, he took it upon himself to escort her personally, assisting her with her trolley along the way.</p> <p>At the gate, he showed her where the nearest toilet and water coolers were and allayed her concerns about the cleanliness of the water coolers. Even then, he still purchased a bottle of drinking water for her, and his warm gestures made for a very pleasant experience for the passenger.</p> <p>For his exemplary service and unwavering kindness to passengers travelling through Changi, Leo is awarded Outstanding Custodial Staff of the Year (Silver).</p>

<p><strong>Mohamed Isa Bin Abdul Subahan​, Smarte Carte Singapore Pte Ltd<br /> </strong></p> <p><strong>Outstanding Custodial Staff (Bronze)</strong></p> <p>On 27 July 2023, a distressed passenger approached Trolley Service Officer Isa at Terminal 3 Departure Hall. Her flight was due to depart, but the handle of her luggage had malfunctioned at the worst possible timing. Sensing her rising panic, Isa sprang into action to ease her anxiety and assured her that he would resolve the issue.</p> <p>Quick-witted Isa approached the nearby airline counter to borrow tape, and with great care, wrapped and secured the handle, conveniently creating a unique identifier for the luggage.</p> <p>For his dedication in providing the passenger with a positively surprising and stress-free experience, Isa is awarded Outstanding Custodial Staff of the Year (Bronze).</p>

<p><strong>Kartiga Jayabalan​, Woodlands Transport Service Pte Ltd</strong><br /> </p> <p><strong>Outstanding Custodial Staff (Bronze)</strong></p> <p>Ground Transport Concierge Kartiga located a lost passport in a cab and went the extra mile to locate the passenger using social media. With some effort, she managed to reach the rightful owner, who was pleasantly surprised as he was unaware of his lost passport until Kartiga contacted him. Because of Kartiga’s efforts, he successfully collected his passport the next day. Nice touch, Kartiga!</p> <p>For going beyond the call of duty, Kartiga is awarded Outstanding Custodial Staff of the Year 2023 (Bronze).</p>

<p><strong>Muhammad Fairuz Bin Sa’at &amp; Siti Khatijah Binte Ismail (Smarte Carte Singapore Pte Ltd)</strong><br /> </p> <p><strong>Outstanding Service Team of the Year</strong></p> <p>On 29 January 2023, Team Lead Fairuz was on his way to work when he encountered a male passenger who had collapsed to his knees, with his panicked wife attempting to lift him up with much difficulty.</p> <p>Fairuz rushed forward to render his assistance. At the same time, Customer Service Officer Katijah passed by and upon witnessing the incident, quickly retrieved a wheelchair. Together, they safely transferred the passenger onto the wheelchair and accompanied the elderly couple to the clinic for further examination, even purchasing water for them along the way. </p> <p>When the couple was told to wait for medication to be delivered from a local hospital, Fairuz offered to collect it on their behalf so that the couple could rest in a hotel. The pair also arranged for wheelchair assistance on the day of their flight. </p> <p>For extending unwavering care and dedication to ensuring the well-being of the elderly passengers, the pair is awarded Outstanding Service Team of the Year 2023.</p>

<p><strong>Michelle Lim (Jewel Changi Airport), Vedamuthu Rex Kulandairaj (JP Foodservice Pte Ltd), Munhammad Noor Hidayat (Ryan) (AC Kafe Pte Ltd), Muhammad Azizul Bin Akhmad &amp; Lim Wei Xiang (Certis Aviation Security Pte Ltd)<br /> </strong></p> <p><strong>Outstanding Service Team of the Year</strong></p> <p>On 25 August 2022, Assistant Manager Michelle and her colleague spotted an unconscious guest who had fallen from a seizure and was bleeding on the back of her head. They immediately called the ambulance and alerted the Duty Experience Manager.</p> <p>Spotting the incident, Senior Barista Ryan from AC Cafe and Senior Restaurant Manager Rex from Jack's Place rushed over to render their assistance. Rex untangled the guest’s hair, which had gotten stuck in her bag zipper, while Ryan tried to stop the bleeding. Thankfully, the unconscious guest eventually came around and the group continuously engaged her to ensure she remained conscious. While they waited for medical help, Rex brought her a chair to rest on and Euguene supported her head to prevent her from falling again.</p> <p>Shortly, Jewel Experience Manager Azizul arrived and quickly cleared the area from the public to protect the guest's privacy and roped in Security Specialist Wei Xiang to coordinate the arrival of the medical team. Wei Xiang followed the guest to the ambulance, while Azizul made special arrangements to safekeep her belongings and sent them back to her accommodation the next day.</p> <p>For their proactive assistance and exceptional teamwork in managing the medical emergency, the team is awarded Outstanding Service Team of the Year 2023.</p>

<p><strong>Mohd Suraidi Bin Puasa, Imamhambali Bin Ibnu Hajar, Iberahim Bin Mohamed &amp; Tay Kian Heng (Sergent Services Pte Ltd)</strong><br /> </p> <p><strong>Outstanding Service Team of the Year</strong></p> <p>In the early morning of 2 April 2022, Housekeeping Officer Kian Heng was just starting his duty at Terminal 1 when he noticed a handicapped cubicle at Level 2A had been locked for more than 15 minutes. His sharp intuition told him something was amiss, so he knocked on the door but received no response. He quickly informed his supervisors, Iberahim and Suraidi, about this and they arrived on-site to check. The Airport Police Division was also informed.</p> <p>About an hour later, an Airport Police Division staff managed to convince the member of public to open the door. They found that the wheelchair-bound man was undressed and seated on the floor, having soiled himself. Suraidi and Imamhambali assisted him to clean up and changed him into a new set of his clothing. His soiled clothes were then placed in a plastic bag.​</p> <p>For displaying great empathy and quick-thinking, the team is awarded Outstanding Service Team of the Year 2023.</p>

<p><strong>Wong Chanel &amp; Tan Hua Yong James (Changi Airport Group), Bian Huiyang (Ivan) &amp; Harun Rahamad (P-Serv Pte Ltd)</strong><br /> </p> <p><strong>Outstanding Service Team of the Year</strong></p> <p>On 1 March 2022, Duty Terminal Manager Chanel responded to a medical incident in which an elderly passenger had dislocated her hip and had to be admitted to the hospital. Jumping into action, Chanel arranged to convey her to the hospital. ​</p> <p>The following day, her husband returned to the airport seeking assistance to retrieve their belongings. After learning of his worries about the substantial medical bills, Chanel attempted to contact the Australian High Commission and urged him to seek help from them. She also purchased a SIM card for him, which allowed the airline to reach him directly to rearrange their flight.</p> <p>Meanwhile, Changi Experience Supervisor Ivan and Changi Experience Ambassador Harun sourced for suitable accommodations for him while awaiting his wife's discharge. After numerous tries, they found one that was not only affordable but also close to the airport. Duty Terminal Manager James worked on obtaining the necessary clearance to retrieve their luggage and personally handled its packing. ​</p> <p>The couple eventually departed for Adelaide with special wheelchair assistance from their airline. They commended the team’s exceptional assistance and kindness during this challenging time, particularly amid the Covid-19 pandemic and their vulnerability as foreigners in a distant land.​</p> <p>For the remarkable inter-agency teamwork displayed, the team is awarded Outstanding Service Team of the Year 2023.</p>

<p><strong>Regina Yeo Man Si, Harpreet Singh S/O Kiannan Singh &amp; Haslam Yau Shah Rizal Yau (Immigration &amp; Checkpoints Authority)</strong><br /> </p> <p><strong>Outstanding Service Team of the Year</strong></p> <p>On 6 December 2022, Deputy Team Leader CI1 Regina encountered an 84-year-old Japanese solo traveller who was stuck at arrival immigration as she was unable to produce her passport and could not speak English. To retrieve her information, Regina used Google Translate to translate Japanese documents found in the passenger’s bag and passed the information to Deputy Team Leader CI 2 Harpreet for him to retrieve her flight details and information.</p> <p>While Regina kept the passenger company, Harpreet stepped out to look for any next-of-kin who could be receiving her at the arrival hall and managed to locate her daughter, who shared that her brother had packed the passenger's passport in a purse.</p> <p>Team Leader Inspector Haslam then contacted the Duty Terminal Manager to inform the airlines to conduct a sweep on the aircraft to check if there was any item matching the description. Fortunately, the passport was eventually found, and the passenger cleared immigration successfully. Harpreet and Haslam then escorted the passenger to collect her luggage and reunite her with her daughter. </p> <p>For the remarkable teamwork and empathy extended to the passenger, the team is awarded Outstanding Service Team of the Year 2023.</p>