Changi Experience Ambassadors posing in their new uniforms

Making passengers feel at home

Passengers of different profiles pass through Changi every day. Having CEAs who are able to speak their home language helps passengers to feel at ease.

CEA Zubair speaks five different languages, including Arabic and Telugu, which is one of the primary official language spoken in the Indian states of Andhra Pradeshand, Telangana and the union territories of Puducherry. His unique language abilities enable him to help passengers from cities such as Jeddah, Hyderabad and Bangalore.

CEA Sharifah signing for ‘help’, one of the more common signs that comes in handy when  helping passengers with hearing disabilities

Another CEA Sharifah “speaks” sign language. “They are usually pleasantly surprised and more comfortable when they know that there is someone who understands them,” said Sharifah, often called upon to assist passengers with this special need.

Having worked in Changi for more than six years, Sharifah picked up sign language while interacting with her husband and his two siblings, who are hearing impaired. This unique skill enables her to be of great help and comfort to passengers with hearing difficulties. She recalls an incident two years back when an elderly Japanese passenger who was hard of hearing faced difficulties checking in for his flight. Through simple hand gestures and working with a Japanese interpreter, Sharifah was able to assist the passenger to board his flight smoothly.

Confidence to serve better

From June 2019, you can spot the CEAs in their brand-new uniforms. While keeping the recognisable and lively colours, the new uniform incorporates elements such as a scarf for the ladies, from a uniform design competition held among CEAs last year. This ground-up initiative not only encourages CEAs to take pride in the uniforms they wear, it also enhances their confidence as the new uniforms are designed for greater comfort.

“We gave feedback through surveys and voted on the winning design. It is so great that we get a say in our uniform,” said Siti Nurjannah Binte Abdul Karim, who has been working as a Changi Experience Manager for more than 11 years. “The new uniform is a comfortable one-piece dress. Sticking to fuchsia pink for the jacket makes our uniform more prominent as well.”

Passengers today are increasingly well-travelled and expectations have increased. Changi continues to receive more than 40,000 compliments every year, thanks to the combined effort of the whole airport community. Only by taking care of staff, which includes listening to their views and keeping them happy and comfortable, can Changi continue to touch the hearts of millions that pass through each year.