From 5 August to 15 November 2019, diners who meet the minimum spending on weekdays at participating food and beverage outlets at the public areas across all terminals can also use PlayPass to redeem complimentary parking coupons. Scanning the QR code on the receipt will launch the PlayPass platform where customers can then check if the coupons are available for redemption. Once they have confirmed that a coupon is available, they just need to head to the designated Customer Service Counter to collect it. Having everything digitised and in one system means staff will no longer need to key in the information manually, as well as making it easier for visitors to manage their bookings conveniently on their phones. Being able to monitor the PlayPass platform also helps Changi Airport to better understand how customers interact with the service, so as to be able to serve them better in the future.
Besides PlayPass, Changi has introduced MAX, the airport’s own virtual assistant. The chatbot is developed in collaboration with the DIVA team as a way to improve passengers’ experience by offering them help with questions when they need it. Max can provide flight information and alerts, tips on things to do around Changi Airport, and even help with Lost & Found. The chatbot is available on Facebook Messenger, Changi’s website and on the iChangi app. As MAX learns and evolves over time, the team can prepare replies that better address passengers’ questions.
It has been 3 years, but Changi’s innovation journey is only just starting. DIVA has already been given its next challenge – to identify any gaps in Changi’s operations and to see how creative and effective digital solutions can be introduced to deliver a personalised, stress-free and positively surprising passenger experience to every visitor in Changi Airport.