Defining the Changi Experience

Our Mission

To be the world’s leading airport company, growing a safe, secure and vibrant air hub in Singapore and enhancing the communities we serve worldwide.

Our Vision

Exceptional people, connecting lives.

Our Values

Our values guide us in everything we do. They are the foundation for our decisions and at the heart of our organisation. As Changi Airport Group, we are about service. We define world class through our passion and culture of excellence. In our unique airport community, opportunities are within your reach. We are Exceptional People, Connecting Lives.

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 towards 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 touch-points.

Delivering Quality Service

At Changi Airport, we spell service with a capital “I”. We believe that everyone in our Changi family has the ability to deliver exceptional service. Our Quality Service Management team collaborates intimately with all our airport partners to deliver a Changi Experience that exemplifies our Changi Service DNA: Personalised, Stress-Free and Positively Surprising. The 3 key thrusts of Quality Service Management focus on customer centricity in all our activities.

Always striving to meet growing expectations

Service-Process Management

Changi Experience is by design and not by chance! This involves rethinking, redesigning and realigning airport processes to meet the growing expectations of the 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.

Continuous learning & training for best Changi Experience

Learning & Development

People competencies are imperative 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 put into inculcating the Changi Service DNA to all new staff joining the Changi family. 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 for the best Changi Experience

Service-Driven Initiatives

Feedback from our customers sets the foundation for the work we do. We listen to what our customers are telling us and seek to improve our service standards. Through our service-driven initiatives, we seek to connect, communicate, commend and collaborate with our airport community to drive service excellence. These initiatives address the following:

a)    Creating a high level of Service Awareness
b)    Promoting every individual’s contribution through 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 responsibility for group or team performance.

We work with our airport partners to ensure all our customers enjoy a delightful and unforgettable Changi Experience.

Fun facts

  • 65.6

    Million passengers in 2018

  • 7400

    Flights every week

  • 400

    Connected cities worldwide

  • 80m

    Height of Airport control tower

  • 1216

    Bronze drops - make up the Kinetic Rain

  • 2.15

    Million cargo tonnage in 2018