Creating an inclusive travel experience

March 2024

By Claudia Wong

Back to Changi Journeys


Changi Airport is known for its world-class facilities and excellent customer service. With a diverse range of passengers passing through its doors each day, Changi Airport is dedicating more attention to inclusive facilities as it strives to provide an even more comfortable travel experience.

Changi Journeys tells us more about what’s available in Changi.


Mobility Aids 

Free use of wheelchairs provided by Changi Airport Group. Get one at selected entrances to terminals (left) or at information counters (right)


For those who need help getting around, Changi Airport provides free self-service wheelchairs. They are available at selected information counters located across the terminals. Passengers can also approach the staff at any of the information counters across the terminals to get a wheelchair. This ensures that all passengers, regardless of their mobility needs, can navigate through Changi Airport with ease.


Special Assistance Lane (SAL)

Special assistance lanes introduced by ICA


In December 2022, Immigration & Checkpoints Authority (ICA) introduced a new automated facility at Changi Airport – the Special Assistance Lane (SAL). This innovation is designed to enable passengers using wheelchairs to clear immigration on their own. The system can also accommodate family groups of up to four individuals, such as parents with young children. Singapore is the first country in the world to offer automated SAL to help passengers with restricted mobility, as well as multiple travellers to use the self-service immigration lanes as a group.

Currently deployed at Terminal 1 departure immigration and Terminal 2 departure and arrival immigration, ICA will progressively equip other terminals at Changi Airport with SALs as part of its continuous commitment to inclusive and efficient travel experiences.


Accessible Changing Room

The accessible changing room in the public toilet near to Terminal 3’s Raffles Medical clinic has an adult diaper changing facility


Understanding passengers’ needs goes beyond just offering wheelchairs. With this in mind, Changi Airport introduced the Accessible Changing Room. Located at Terminal 3, Basement 2, Public Area (near Raffles’ Medical Clinic), the room is equipped with amenities and designed for comfort. Features include an adult diaper changing area that comes with a height-adjustable nursing bench, a fully automated sensor-operated toilet and strategically placed grab bars for support. This provision further demonstrates Changi Airport's commitment to inclusivity, ensuring all passengers can navigate their travel experience with dignity and ease.


Hearing Enhancement System (HES)

The information counter at Terminal 1 features the Hearing Enhancement System


Changi Airport goes a step further to ensure seamless communication for passengers with hearing impairments by introducing the Hearing Enhancement System (HES). This innovative system is designed to be compatible with personal hearing aids/devices equipped with a telecoil feature. The HES works by transmitting sound signals directly to the hearing aids, allowing for a clearer communication experience with Changi Airport’s Customer Experience Ambassadors by minimising noise interference from the surroundings. You can find counters equipped with the HES across all T4 information counters and the T1 public information counter. This initiative is a testament to Changi Airport's commitment to providing a truly inclusive environment for all travellers.


Changi's Care Ambassadors

Specially trained Care Ambassadors can be identified by the distinct badge that they are wearing


Beyond infrastructure and hardware, staff at Changi Airport practice everyday acts of inclusion and kindness to create an inclusive airport for all. In particular, there are specially trained Care Ambassadors, who are well-versed in recognising not only visible, but also invisible disabilities. Their extensive training equips them with the necessary skills and empathy to effectively interact with passengers with disabilities, thereby serving them better. You can spot a Care Ambassador throughout Changi Airport just by looking out for their badges. The Care Ambassadors form a key part of Changi's commitment to inclusivity and accessibility, ensuring that passengers of all abilities can have a smooth and hassle-free journey.

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