Shifting new gears to serve passengers better


September 2019

Amid healthy growth in the aviation industry and increasing demand for air travel, Changi Airport’s passenger numbers have been steadily growing. In 2018, Changi Airport handled a record of over 65 million passengers, a 5.5% increase from the year before.                                                 

Apart from planning ahead for capacity through new infrastructure such as Terminal 4, Changi Airport Group (CAG) regularly reviews how airlines are distributed across all terminals to balance passenger traffic across the airport and to ensure a smooth passenger experience. This is in line with the goal of CAG’s many airline partners, ensuring that their passengers are well-served. Such planning helps to cater sufficient space for existing airlines to grow and new carriers when they join Changi.

With more people across the region expected to travel, Scoot has projected growth over the next few years, as it plans to launch nine more new routes by end 2020. To align with Scoot’s growth plans and to allow room for other airlines to grow, the joint decision was made to shift Scoot’s operations to Terminal 1 (T1).

At T1’s Departure Hall, more Automated Check-in Kiosks and Automated Bag-Drop machines have been installed at check-in rows 6 and 7 to ensure a fast and seamless check-in process for all passengers. At the Arrival level, the Meeters and Greeters Hall has been expanded, seamlessly integrated with Jewel Changi Airport such that arriving passengers can walk directly into the complex. Two additional baggage claim carousels have also been installed, further increasing the terminal’s baggage claim capacity. 

Automated Check-in Kiosks and Automated Bag Drop machines have been installed at T1’s Departure Hall to enable a Fast and Seamless check-in process for passengers.

In addition, the baggage handling system at T1 has been upgraded with a new fully-automated sorter and early baggage storage system . This not only increases capacity for early check-in but also improves productivity for airlines and ground handlers. As a result, passengers can now enjoy the convenience of early check-in at either T1 or Jewel up to 24 hours before their departure timing.

With T1 seamlessly connected to Jewel and a Fast and Seamless Travel check-in, passengers on a layover in Singapore can visit Jewel right up till boarding time, without the need to lug their luggage around with them.

To ensure a smooth transition for passengers, Scoot and CAG will be conducting live trial flights ahead of Scoot’s move to T1 on 22 October 2019. As part of passenger communication, SMS messages will be sent to passengers taking these flights to remind them to head to T1 directly. 

As Changi Airport continues to grow, its commitment to provide passengers with the best experience remains. The distribution of airlines among Changi’s terminals is one of the strategies CAG takes to optimise capacity and space within the airport, while also working closely with its airline partners to plan ahead for growth and smooth operations. This aligns with CAG’s mission to connect lives, grow alongside its partners and to further strengthen Changi’s position as a vibrant air hub for the region. 

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