When there is an unexpected baggage delay, Changi Youth Ambassadors roll out the service recovery cart to offer drinks and snacks to waiting passengers
Yan Yongmao, 23
Tourism & Resort Management Year 3 Student, Singapore Polytechnic
“I signed up to be a CYA because I was curious about how Changi Airport operates. Throughout my time at Changi, I learnt so much - constantly being challenged to think on my feet. I recalled an incident when the Skytrain from Terminal 2 to 3 was closed for maintenance works. Most passengers were upset by the inconvenience it caused. Our teams quickly stepped in to look after them and offer any help we can. One of the passengers who came forward was a Person with Disability. I made the decision to contact SATS special services for assistance and the passenger was brought to Terminal 3 on a buggy.
"In these six months, I had many opportunities to turn potentially unpleasant experiences into memorable ones. This has been one of my most satisfying internship experiences ever.”
Nikita Suresh Kunjappa, 19
Tourism & Resort Management Year 3 Student, Ngee Ann Polytechnic
“I joined this programme because I wanted to help give passengers a positive travel experience in Changi Airport. There was one incident involving a passenger who was flying with a low-cost carrier and transiting through Changi. He did not know that he had to collect his baggage and check in for his connecting flight, and was unhappy. I listened intently without interrupting and tried to put myself in his shoes. After that, I led him from Baggage Claim Hall to the Check-in Counter and eventually got him to the boarding gate in time for his flight.
“During my internship, I was really happy to be able to work with such a supportive team. Together, we do our best to help every passenger, even in the smallest way. It made me realise that so much work is put in to make Changi one of the world’s best airports.”
As the aviation industry progresses, Changi Airport believes that it is important to continue developing the next generation of talents and build a pipeline of potential candidates.