“She was overjoyed to know that her father had landed safely,” recounts Changi Experience Ambassador (CEA) Zubair, as he recalled the time when he helped an elderly passenger with dementia. The passenger was planning to meet his daughter at Changi before travelling back to the Philippines together. However, his daughter had missed her connecting flight to Singapore. Thanks to Zubair’s resourcefulness, he reunited the father safely with his family back home in the Philippines.
Passengers are at the heart of everything that Changi Airport continues to do. This unrelenting pursuit of excellent service is premised on delivering a personalised, stress-free and positively surprising experience for the more than 65 million passengers who fly through Changi every year.
As the face of Changi, CEAs offer personalised service to passengers by walking the ground and approaching passengers to help in the best way they can. Today, there are about 200 CEAs on shift across Changi’s four terminals.
Armed with positive and cheerful personalities, the CEAs are trained to think quickly on their feet, be resourceful, and alert to their surroundings. Many of them also possess unique skills that help them to excel in their role.