The Annual Airport Celebration is the airport’s biggest service award ceremony and recognises the crème de la crème of the airport community for their exemplary acts of service. Read the award-winning stories below!
<p>Certis CISCO Aviation Security has demonstrated a strong commitment to innovation and operational excellence while consistently upholding the highest standards of service. Through its transformation initiatives, Certis has introduced new operating models and advanced technologies that enhance efficiency and elevate passenger experience. </p>
<p>Equally important is its investment in people. Certis develops its 2,500 aviation officers through structured training, upskilling and professional development, building a workforce that is both highly capable in security operations and deeply service-oriented. </p>
<p>Recognising that operational efficiency is fundamental to service excellence, Certis partnered with CAG to develop the GateHold Room Orchestration (GHRO) model. Under this model, security screening officers assume the additional responsibility of cleaning gatehold rooms immediately after completing security checks. This ensures that spot cleaning is carried out promptly, keeping the rooms ready for the next flight without compromising security standards. Beyond reducing turnaround time and optimising manpower deployment, the GHRO model has delivered significant manpower cost savings and strengthened operational resilience. By streamlining processes and increasing officers’ productivity, Certis has demonstrated how innovative service model redesign can drive both efficiency and excellence. </p>
<p>Certis continues to invest in its people, building a workforce that is both future-ready and service-oriented. Through Virtual Reality training for Anti-Terrorism Vehicle Bollard operations, officers develop the confidence and skills required for barrier operations and signal recognition within an immersive and safe environment, ensuring operational readiness without exposure to real-world risk. </p>
<p>On the service front, Certis introduced customer-centric initiatives to transform routine interactions into moments of warmth and care. For example, the Smile Campaign encourages officers to serve with a smile, fostering a culture of trust, comfort, and reassurance during their journey. These efforts have not only earned record passenger compliments but also perfect scores in the Airport Service Quality (ASQ) survey, proving that security and empathy can work together to create memorable passenger experiences. </p>
<p>Digitalisation has been pivotal in Certis’ transformation journey. With the development of the Boarding Pass Checker App, the boarding pass verification process has been significantly streamlined, replacing a previously manual workflow with a faster and more efficient digital solution. This has accelerated processing and improved passenger flow, while maintaining Changi’s high security standards. This innovation enhances operational efficiency and delivers a smoother, more seamless experience for passengers, contributing to a more pleasant journey through at Changi Airport more pleasant. </p>
<p>For its commitment to operational excellence and investment in its people, Certis CISCO Aviation Security is awarded Service Partner of the Year 2025 Award.</p>
<p><strong>Unwavering Compassion in a Time of Need</strong></p>
<p><strong>A mother's worry, a daughter's despair </strong></p>
<p>In the early hours of 4 August 2025, Sales Executive Pham Quyen Tran (Tracy), received an urgent call from her colleagues about a mother and daughter in distress at the Terminal 3 transit food court. When Tracy arrived, the daughter looked pale and was barely able to stand, and the mother was visibly overwhelmed. Unable to speak English, they struggled to communicate with the staff at the food stall. Tracy gently stepped in, paid for their meal and guided them to a quiet spot to rest. She offered to buy drinks for the daughter, who seemed to be growing physically weaker, but the mother declined. When the mother felt safe enough to speak openly, she shared that her daughter was struggling with severe depression. With a 14-hour layover ahead, the mother felt overwhelmed and helpless. Tracy stayed with them as they ate, offering comfort and a listening ear. Before Tracy left, she suggested for the duo to rest at the airport hotel, but the mother declined. Respecting her decision, Tracy offered reassurance and advised the mother to approach her at the Shilla store if further assistance was needed. </p>
<p><strong>A frantic search through tears </strong></p>
<p>Less than an hour later, Tracy was notified by the same colleagues that the daughter had run off and was nowhere to be found. She hurried back to the food court and found the mother trembling and in tears. Tracy quickly brought her to the information counter, where staff alerted the Airport Police Division to initiate a search. The daughter was eventually located at Gate A13, distressed and lashing out at anyone who approached. Tracy tried speaking gently to her, assuring her that she was there to listen, but the daughter was unable to respond coherently. As the mother slumped to the ground in despair, Tracy knelt beside her, offering steady reassurance and helping to translate between the mother, police officers and medical staff from the airport clinic. The daughter was subsequently taken to the Institute of Mental Health (IMH) for treatment. </p>
<p><strong>Dedicated support across multiple weeks </strong></p>
<p>In the weeks that followed, as the daughter was being treated in Singapore, Tracy continued to stay in close contact with the mother and the assigned social worker. Tracy learnt that the daughter had been diagnosed with a severe mental health condition and was unfit to fly, while the mother would have to leave Singapore as she was nearing the end of her 30-day visa-free stay. The mother was deeply anxious about having to leave her unwell daughter in a foreign land, but Tracy’s continued presence and support gave her the reassurance she needed to make that difficult journey. With sensitivity and care, Tracy worked with airline partners to arrange a new flight for the mother to return home first. After her shift, she personally escorted the mother through the airport and to her departure gate, ensuring she travelled home with peace of mind. Tracy continued supporting the family after the mother’s departure, remaining in touch until both mother and daughter were safely reunited. Her compassion and steadfast presence transformed a frightening ordeal into one marked by dignity, humanity and hope. </p>
<p>Tracy was issued a written letter of commendation by IMH for the exceptional care and professionalism she extended during the incident. </p>
<p>For her compassion and dedication to caring for the passengers throughout a difficult journey, Tracy is awarded Service Personality of the Year 2025.</p>
<p><strong>A Helping Hand, A Lasting Impression</strong></p>
<p>Offering assistance to first-time passengers in Changi </p>
<p>On 8 April 2025, Service Operations Executive Rowena Dorado Aranton met two Filipino passengers who were transiting through Changi Airport for the first time and were seeking directions to Transfer D. Through the engagement, she learned that their connecting flight had been cancelled due to a strike in the destination city. As Rowena had other urgent matters to attend to, she took the initiative to exchange contacts with the passengers so that she could follow up the next day to provide further assistance. </p>
<p>Providing care beyond duty </p>
<p>When Rowena returned to work the following day, she learned that the passengers were part of a larger group of 15 passengers, who spoke a mix of English and Tagalog. She provided refreshments and liaised with their travel agent, who unfortunately could only book the passengers on a departing flight scheduled for 13 April. Rowena then coordinated with the Duty Terminal Manager and the Airport Police Division to arrange for the group to stay one more night in the transit area, while she sourced and arranged hotel accommodation for their next four days in Singapore. Concerned for their well-being, Rowena and her colleague, Reena, purchased essential items, such as sanitary products, out of their own pockets for the stranded group. </p>
<p>Continuous support and comfort until departure </p>
<p>Over the following days, Rowena continued to assist the passengers with immigration clearance, transport to the hotel, and subsequently, check-in for their departing flight. She even accompanied the group to Jewel for dinner before their departure. The passengers expressed heartfelt gratitude for Rowena’s care, patience, and dedication throughout their unexpected stay in Singapore. </p>
<p>For her dedication to ensuring a smooth and enjoyable experience for a group of 17 passengers, Rowena is awarded Outstanding Service Staff of the Year 2025 (Silver).</p>
<p><strong>Providing Calm During a Family’s Visa Ordeal</strong></p>
<p><strong>A family in distress </strong></p>
<p>In the early morning of 1 June 2025 at Terminal 1, Changi Experience Executive Vikneasvara S/O Perumal was approached by a visibly anxious family – a father, mother, and their four-year-old son. The family, arriving from Chennai, had a connecting flight to Paris with a different airline, and were denied boarding due to a spelling error on the child’s visa. </p>
<p><strong>Swift action and coordination </strong></p>
<p>Vikneasvara calmly verified the documents and contacted the French Embassy for assistance. The embassy’s operating hours and requirement for the applicant’s physical presence presented a challenge, as only the father had a valid Singapore visa. Demonstrating persistence and empathy, Vik explained the situation to the embassy and secured approval for the father to process the correction on his son’s behalf. He guided the father through immigration procedures while ensuring the mother and child remained comfortable in the transit area and provided regular updates to the airline of their onward flight. </p>
<p>The father successfully obtained the corrected visa shortly after the embassy opened, allowing the family to rebook their flight to Paris. The mother expressed heartfelt gratitude to Vikneasvara, praising him for providing “time, calm, and hope” during a stressful situation. </p>
<p>For his resourcefulness and dedication in resolving a family’s visa challenges, Vikneasvara is awarded Outstanding Service Staff of the Year 2025 (Bronze).</p>
<p><strong>A Simple Gesture that Made a Lasting Impact</strong></p>
<p>On 6 September 2025 at Terminal 4, Supervisor Mohamed Noor Bin Abdullah was approached by an anxious passenger seeking information about her flight. Noor promptly checked her flight details, reassuring her that she was at the right terminal and highlighting the gate she had to go to. </p>
<p>Shortly after, Noor learned that the passenger’s flight was delayed by an hour and noticed that she looked tired and worn out. Sensing she might be hungry and wanting to make her wait more comfortable, he bought her a local breakfast set meal – a small but thoughtful gesture to ease her wait and lift her spirits. </p>
<p>The passenger was deeply touched by Noor’s kindness. In her message of gratitude, she expressed heartfelt appreciation, saying, “I talk to Mr Mohamed Noor, he treat me one set of coffee. I appreciate him and God bless him.” She added that she would never forget her experience in Singapore, praising the country and Noor’s generosity. By offering more than just assistance, he transformed a frustrating delay into a meaningful encounter that the passenger will remember fondly. </p>
<p>For his warmth and kindness extended to a passenger travelling alone, Mohamed Noor is awarded Outstanding Custodial Staff of the Year 2025 (Bronze).</p>
<p><strong>Going the Extra Mile to Ensure a Passenger’s Comfort</strong></p>
<p><strong>Noticing a passenger in distress </strong></p>
<p>On 5 November 2024, while tidying trolleys at Terminal 2, Trolley Service Officer Ng Ah Lee observed a tired and frustrated passenger near the departure immigration hall. Concerned, Ah Lee approached and enquired if everything was alright. The passenger, surprised by the attentive approach, explained that her flight had been delayed until later in the evening and she was uncertain how to spend the long wait. </p>
<p>Recognising the passenger’s discomfort, Ah Lee guided her to the seats near the check-in counter, allowing her to rest until the counter opened. Showing thoughtful consideration, Ah Lee returned shortly with a slice of cake and some bread to for the passenger. The passenger expressed heartfelt gratitude for this kind gesture. Throughout the evening, Ah Lee made several trips to check on the passenger, ensuring her needs were met. </p>
<p>During one of these follow-ups, the passenger mentioned that she felt unwell and did not have medicine for a headache. Ah Lee accompanied her to the convenience store and, demonstrating exceptional generosity, paid for the medicine. The passenger was deeply touched, expressing, "Words cannot express how appreciative I am of Ms. Ng." Through thoughtful attention and proactive assistance, Ah Lee created a memorable and positive experience for the passenger. Her exceptional service left a lasting impression and is a shining example of Changi Airport’s commitment to passenger care. </p>
<p>For her attentiveness and commitment to passenger care, Ah Lee is awarded Outstanding Custodial Staff of the Year 2025 (Bronze).</p>
<p><strong>Sharp-eyed Vigilance Prevents Further Flight Delay</strong></p>
<p>On 23 April 2025, while overseeing the arrival of Scoot flight TR813 from Jeju, Ramp Associate Michael Raj Merlin Raj conducted his routine walk-around checks and spotted something unusual – the aircraft’s outer right nose wheel was severely worn, with its inner wire threading exposed. </p>
<p>If not for Michael’s sharp eye and proactiveness, the defect would only have been discovered at a later time by the pilot for the next departure flight. Michael’s act triggered a prompt response from the engineering team, in turn ensuring the wheel was replaced without disrupting operations. His vigilance helped prevent potential further delays to the onward flight that was scheduled to depart within 100 minutes, safeguarding the travel plans of 169 passengers. </p>
<p>For his attentiveness and taking charge at a critical moment, Michael is awarded Outstanding Airside Staff of the Year 2025.</p>
<p><strong>ICA Officers Reunite Missing Child with Family Through Swift Action and Teamwork</strong></p>
<p><strong>Immediate response to a distressed parent </strong></p>
<p>On 16 August 2025, shortly after taking over the night shift, Checkpoint Inspector 1 (CI1) Tan Wah Wee brought a distressed father to the Duty Officer counter, informing Inspector (INSP) Ng Bee Wah that his five-year-old son with autism had gone missing. Panicking and running to the counter with his slippers in his hand, the father explained that his son was last seen near the baggage claim area and was worried he had climbed onto the baggage conveyor belt. He showed the officers a photograph and passport for identification. INSP Ng patiently listened to him, calming him down and assuring him that she will coordinate the search for his child. </p>
<p><strong>Coordinated search efforts </strong></p>
<p>INSP Ng coordinated a swift and focused search. She guided ICA officers, monitored CCTV footage, and shared the child’s photo with staff across the area, urging everyone to keep a lookout. At the same time, Sergeant 3 (SGT3) Muhammad Hafiz Bin Rawal and CI1 Mohamed Haziq Bin Hamidon provided comfort and support to the anxious father as they searched the baggage area together. </p>
<p><strong>Successful reunion and support </strong></p>
<p>To the father’s immense relief, his missing child was found safe at the information counter in the Meeters and Greeters Hall. Staff at the counter shared that another team member had kindly brought the boy there after noticing him wandering in the Departure Hall. Overcome with relief, the father embraced his son – but his worries were not over. His mother and daughter were still in the baggage claim hall, unaware of the good news, and he feared they might struggle to find him or retrieve their luggage. Understanding his concern, INSP Ng quickly informed SGT3 Nurhidayah Hussin, who promptly located the mother and daughter, reassured them that the boy was safe, and stayed by their side until they were reunited. In this moment of distress, the ICA officers went above and beyond their duties, showing genuine empathy and care, and bringing comfort and peace to a family in need. </p>
<p>For going beyond their duties and bringing comfort and peace to a family in need, the team is awarded Outstanding Service Team of the Year 2025.</p>
<p><strong>A Pillar of Support during a Family’s Traumatic Ordeal</strong></p>
<p><strong>Responding to a distressed family </strong></p>
<p>On 28 August 2025, a male passenger approached the information counter in distress, reporting that his child had been struck by another passenger. Changi Experience Ambassador Li Xue (Nora) immediately accompanied the child to locate the alleged assailant around the area. Remaining composed under a tense and emotionally charged scenario, she escalated the matter to Changi Experience Executive Gerlie Mae Lumucho Ong. Gerlie promptly contacted the Airport Police Division, which requested for the family to stay in Singapore to resolve the matter. Collaborating with Scoot Duty Manager Wee Boon Jin Remi, Gerlie arranged for the passenger’s elderly parents and two children to continue on their original flight while the passenger and his wife remained in Singapore to resolve the matter. Nora and Gerlie personally accompanied the departing family members to the boarding gate, offering reassurance and emotional support. </p>
<p><strong>Ensuring safety and continued support </strong></p>
<p>Duty Terminal Manager Dushantha Upul A Baduge coordinated with ICA officers and medical personnel to ensure the assaulted child received immediate attention and proper reports were filed. Dush and Gerlie escorted the family of three through immigration to the Arrival Pick-Up area for transfer to KK Women’s and Children’s Hospital. Dush then followed up with ICA and Scoot to confirm rebooking arrangements for the couple and their child the next day. This two-day, one-night ordeal highlighted the team’s patience, empathy, and professionalism. Their actions transformed a highly stressful and emotional incident into a moment of reassurance and safety, embodying Changi Airport’s values of teamwork and passenger-centric service. </p>
<p>For their dedicated support and care towards a family who encountered an unexpected incident, the team is awarded Outstanding Service Team of the Year 2025.</p>
<p><strong>Dedicated Care and Collaboration to Ensure Family’s Safe Return</strong></p>
<p><strong>Understanding the family’s predicament </strong></p>
<p>On 18 January 2025, a Vietnamese couple travelling with their 11-month-old baby arrived from Timor Leste and were scheduled to continue to Vietnam the next day. At the Transfer B counter, it was discovered that the baby’s travel document, issued by the Timor Leste Embassy, was not recognised for entry into Vietnam. This meant that the family would have to return to Timor Leste on the next available flight, which was scheduled for a week later. Determined to assist, Changi Experience Ambassador Muhammad Sufian Bin Jumari contacted Changi Experience Executive Charangdej Chanisa, who in turn reached out to the airline’s Duty Manager for support. Sufian also contacted the Vietnam Embassy in Singapore, which advised that a birth certificate could only be issued by the Vietnam Embassy in Jakarta. As it was a weekend, the embassy could not be reached. With no immediate resolution, Sufian sought approval for the family to stay in the transit area. Changi Experience Supervisor Le Huynh Thien (Kim), who was fluent in Vietnamese, took over the situation, purchasing diapers and providing overnight care for the family. </p>
<p><strong>Coordinating across embassies and partners </strong></p>
<p>Guided by Changi Experience Manager Siti Nurjannah Binte Abdul Karim, the team ensured that the family received attentive follow-up support. The next morning, Sufian helped the father contact the Vietnam Embassy in Jakarta, while Chanisa liaised with the Timor Leste Embassy. It was confirmed that the baby was a Vietnamese citizen born in Timor Leste, but no local documentation could be issued. Sufian assisted the father to book a flight to Jakarta that evening to resolve the matter. Meanwhile, Chanisa and Kim continued caring for the mother and baby in transit. Upon the father’s return, Sufian and Kim accompanied him to the Vietnam Embassy in Singapore. However, the embassy required the baby to be physically present before issuing a passport. To meet the requirements of all coordinating authorities, Duty Terminal Manager Karenis Oh worked closely with ICA, the Vietnam Embassy, and the airline to facilitate immigration clearance. After the airline issued a Letter of Guarantee, ICA granted a Special Pass that allowed the child to enter Singapore. On 23 January, while off duty, Karenis accompanied the family to the Vietnam Embassy to secure the child’s travel documents and returned with them to the airport. That same day, the family successfully checked in and departed on the next flight to Ho Chi Minh City. </p>
<p>Eventually, through six days of perseverance and teamwork, Sufian, Chanisa, Kim, Jannah and Karenis ensured the family’s safe return home. </p>
<p>For their perseverance and teamwork in overcoming complex travel challenges for passengers, the team is awarded Outstanding Service Team of the Year 2025.</p>
<p><strong>Empathy and Compassion in Action</strong></p>
<p><strong>Responding to a passenger in need at the accessible restroom</strong></p>
<p>On 23 September 2025 at approximately 2315hrs, Housekeeping Officer Muhammad Zulhusni sensed that something was amiss at an accessible restroom at Terminal 1 Arrival. Upon knocking, he heard a voice calling out. The door was unlocked, and Zulhusni entered to check on the passenger. The passenger explained that he needed help changing into a fresh set of clothing as he had soiled his pants. Observing the unsanitary condition of the toilet, Zulhusni requested assistance from Housekeeping Supervisor Amir Arsyad Bin Asmadi to provide proper support. 10 minutes later, Amir arrived and informed Housekeeping Supervisor Zazili Bin Harun and Assistant Manager Abu Ubidh Bin Mohamed of the situation. Upon Zazili and Abu’s arrival, Abu obtained the passenger’s permission to help him wash and freshen up before changing into clean clothes. The team carefully helped the passenger clean up, ensuring he was comfortable and treated with dignity.</p>
<p><strong>Caring with compassion and respect</strong></p>
<p>The passenger had limited mobility and faced difficulty using the restroom unassisted. Despite the challenging and unpleasant conditions, the team assisted without hesitation or discomfort. They offered continuous reassurance, ensuring the passenger felt supported and respected throughout the encounter. When asked why they went the extra mile, the team shared that the passenger reminded them of their own family members. Their actions reflect remarkable empathy, professionalism, and dedication, going far beyond their regular duties to provide care and comfort. For their empathy and swift action in assisting a passenger in distress, the team is awarded Outstanding Service Team of the Year 2025.</p>
<p><strong>Courage and Teamwork Prevents Potential Tragedy</strong></p>
<p><strong>Intervention in a critical situation </strong></p>
<p>On 11 September 2025, while on duty at Terminal 1, Customer Service Agents Thant Sin So Pyay Oo (Elvis) and Tai Zhili Malcolm noticed a passenger standing at the edge of the third floor with one leg over the railing. Without a moment’s hesitation, they moved closer to engage the passenger. Elvis gently reached out to hold the passenger back, while Malcolm spoke softly, engaging him in conversation to keep him grounded. Together, they offered not just physical support, but emotional reassurance – listening patiently, speaking with empathy, and reminding him that he was not alone. </p>
<p>They learned that the passenger had endured a series of upsetting events. Traveling alone, he was first denied a cigarette purchase due to age restrictions. Seeking rest, he took anxiety medication and fell asleep in the lounge – only to miss his connecting flight. When a stranger tapped him awake, agitation and despair overwhelmed him. </p>
<p><strong>Calm reassurance and continued support </strong></p>
<p>While Elvis and Malcolm focused on the passenger’s safety, another colleague promptly notified the police and relevant authorities. Throughout the ordeal, Elvis and Malcolm remained by the passenger’s side and continued to provide assurance until the authorities arrived. </p>
<p>Upon the arrival of the authorities, Elvis and Malcolm facilitated a calm and smooth handover, ensuring the passenger remained safe and composed. They assisted the authorities with report-taking and reviewing CCTV footage to support the investigation. Their quick thinking, teamwork, and genuine compassion exemplified the highest standards of service, courage, and humanity. </p>
<p>For their quick-thinking, courage and teamwork in averting a potential crisis for a passenger, the team is awarded Outstanding Service Team of the Year 2025.</p>
<p><strong>Seamless Recovery Amidst Typhoon-related Disruptions</strong></p>
<p>On 14 August 2025, Typhoon Podul caused widespread flight disruptions, affecting hundreds of flights across the region. The ground operations team — Nur Su'Aidah Binte Yahya, Nagenthiran A/L Panneerselvam, Siva A/L Rama Chandran, Solis David Marayag and Aspi Gideon Moshe Alberto — rose to the challenge, managing an unusually high number of arrivals and departures within a short window. </p>
<p>Despite handling close to twice their usual number of flights, the team successfully managed four simultaneous arrivals on 14 August 2025. Due to the typhoon, these four aircraft, which were meant to be turnaround flights, were unable to depart according to schedule. This resulted in eight simultaneous departures the next day, including a last-minute remote flight which required the team to deploy even more manpower and resources. The team's quick thinking and coordination amongst all parties involved ensured that no flights were delayed. </p>
<p>Due to the change in flight numbers of the four turnaround flights, the team worked tirelessly through the night to manually sort and re-tag hundreds of bags. Throughout the process, the team maintained proactive communication with passengers. </p>
<p>Thanks to their exceptional coordination, the team was able to mitigate the impact of the storm and ensured that the arrivals and departures of around 2,000 passengers were well managed during a highly challenging period. </p>
<p>For their resilience, resourcefulness and commendable teamwork, the team is awarded Outstanding Airside Team of the Year 2025.</p>
<p><strong>Rowena Dorado Aranton, Certis Aviation Security Pte Ltd</strong></p>
<p><strong>Service Personality of the Year 2024</strong></p>
<p>On 23 February 2024, when Service Operations Executive Rowena encountered three passengers who had missed their red-eye flight, she ventured to help them catch the next flight, rushing across terminals and assisting them with immigration clearance.</p>
<p>When their efforts proved futile, Rowena generously opened the doors to her home and offered them a place to stay for the night, preparing food and necessities, and even uplifting their spirits with stories and jokes.</p>
<p>Rowena further extended her hospitality for one of the passengers who faced visa issues and took time outside of work to show her around Singapore, even cooking Filipino dishes for a taste of home.</p>
<p>For her compassion and selflessness in providing passengers a home away from home, Rowena is awarded Service Personality of the Year 2024.</p>
<p><strong>Immigration & Checkpoints Authority</strong></p>
<p><strong>Service Partner of the Year 2024</strong></p>
<p>As the steadfast guardian of Singapore’s borders, the Immigration & Checkpoints Authority (ICA) has continually pushed the boundaries to design a seamless immigration experience, while staying committed to Singapore’s safety and security.</p>
<p>From the launch of the Special Assistance Lane, which empowers travellers in wheelchairs and families of up to four persons to go through automated immigration clearance together, to a full transition to automation, ICA’s New Clearance Concept (NCC) has made it faster and easier for travellers to enter and depart Singapore.</p>
<p>In 2024, ICA spearheaded the world’s first passport-less clearance across Changi Airport terminals, eliminating the need for residents and departing foreign visitors to present their passports. Their recognition as the World’s Best Airport Immigration at the 2024 Skytrax World Airport Awards is also a testament to their continuous efforts in delivering a world-class immigration experience.</p>
<p>For their transformative efforts to deliver a world-class travel experience for all passengers, the Immigration & Checkpoints Authority is awarded Service Partner of the Year 2024.</p>
<p><strong>Muhammad Nurfaiz Bin Abdul Halim, P-Serv Pte Ltd</strong></p>
<p><strong>Outstanding Service Staff of the Year (Gold)</strong></p>
<p>During an early morning shift on 22 September 2024, Changi Experience Executive Faiz attended to a passenger who had soiled himself and escorted him on a wheelchair to retrieve his baggage from storage.</p>
<p>Handling the situation with compassion and empathy, Faiz went a step further to help the passenger check in at his hotel, after which Faiz cleaned the stained wheelchair thoroughly with soap and sanitiser until it was once again ready for use.</p>
<p>Not stopping there, Faiz continued to follow up on the passenger even after his shift, calling the hotel and ground-handling agent to ensure the passenger had checked out and successfully boarded his flight. </p>
<p>For his unceasing compassion and professional conduct in treating a passenger with respect and dignity, Faiz is awarded Outstanding Service Staff of the Year (Gold).</p>
<p><strong>Nurliza Binte Abdullah, Immigration and Checkpoints Authority</strong></p>
<p><strong>Outstanding Service Staff of the Year (Silver)</strong></p>
<p>On 8 October 2023, Sergeant 3 (SGT 3) Nurliza encountered a wheelchair-bound passenger and his son, who wore a Sunflower lanyard, at Terminal 3 Arrival. Noticing they were taking some time to fill up their SG Arrival Cards and sensing the son’s increasing agitation, she quickly asked for documents to help them expedite the process.</p>
<p>When SGT 3 Nurliza checked their hotel booking, she found that it was not registered, and the hotel was already full. Understanding their frustration, SGT 3 Nurliza then arranged a room at another transit hotel and organised a buggy service to ensure the passengers could rest comfortably before continuing their journey.</p>
<p>The passengers expressed heartfelt gratitude for SGT 3 Nurliza’s support, which allowed them to rest before continuing their journey.</p>
<p>For her attentiveness and proactiveness in lending a hand to those in need, SGT 3 Nurliza is awarded Outstanding Service Staff of the Year (Silver).</p>
<p><strong>Nwe Ni Win, dnata Singapore Pte Ltd</strong></p>
<p><strong>Outstanding Service Staff of the Year (Silver)</strong></p>
<p>On 19 October 2023, Customer Service Agent Ni Win assisted a mother and son facing visa issues at Changi Airport. Swiftly gathering details of their situation, she reached out to the Myanmar embassy to request for an expedition of the visa approval.</p>
<p>While the passengers were stranded in transit over the weekend, Ni Win regularly checked in with the embassy, provided them with regular updates, and offered them much-needed reassurances.</p>
<p>In a late-night 3am call, the mother confided her fears and anxieties in Ni Win. In addition to being stranded, they were also struggling with local cuisine due to her son's gastric issues. In a generous act, Ni Win whipped up familiar home-cooked dishes and delivered the meals to them.</p>
<p>Her unwavering support not only ensured their comfort, but also helped reduce the visa wait from one week to just three days.</p>
<p>For her exceptional kindness and effort in alleviating passengers’ anxieties, Ni Win is awarded Outstanding Service Staff of the Year (Silver).</p>
<p><strong>Cepillo John Eric Atienza, P-Serv Pte Ltd</strong></p>
<p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p>
<p>On 25 August 2024, Changi Experience Executive Eric encountered a passenger who was rushing to catch a flight to attend her daughter's funeral. Responding with empathy, he reassured her and escorted her from Terminal 1 to Terminal 4, all the while using his phone to fill up her SG Arrival Card to expedite her immigration clearance and reach out to his colleagues to inform them of the situation.</p>
<p>Unfortunately, the counter had closed when they arrived. Undeterred, Eric appealed to the airline representatives, assuring them that he would personally escort her to the gate to ensure she boarded her flight. His impassioned plea convinced them to check in the passenger, allowing a grieving mother to bid a final farewell to her daughter.</p>
<p>For his empathy, persistence, and swift action in assisting a passenger in grief, Eric is awarded Outstanding Service Staff of the Year (Bronze).</p>
<p><strong>Han Jun Stephen, Certis Aviation Security Pte Ltd</strong></p>
<p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p>
<p>While on patrol on the evening of 10 February 2024, Experience Executive Stephen Stephen approached a passenger in visible discomfort and guided her to a clinic for examination and treatment.</p>
<p>Despite the end of his shift, Stephen continued to stay with the passenger and her husband to ensure their safety and comfort. He helped them retrieve their luggage from Baggage Storage and personally escorted them to Terminal 1 for check-in.</p>
<p>When the couple faced a slight visa issue, Stephen was by their side to advise them, and his assistance was critical in ensuring they could board their flight.</p>
<p>For going above and beyond to prioritise the well-being of two elderly passengers, Stephen is awarded Outstanding Service Staff of the Year (Bronze).</p>
<p><strong>Tan Chuan Jia (Cheryl), Shilla Travel Retail Pte Ltd</strong></p>
<p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p>
<p>On 29 February 2024, Junior Sales Associate Cheryl was approached by a Chinese passenger who had missed her flight due to an oversight regarding the departure time and gate location.</p>
<p>At the airline counter in transit, Cheryl acted as a translator to help the passenger rebook her flight. When an issue arose regarding the payment method for the purchase of a new ticket, Cheryl stayed by the passenger’s side and persisted in exploring all possible alternatives. She engaged in a lengthy discussion with the airline representatives that lasted nearly two hours and successfully persuaded them to purchase a ticket on behalf of the passenger.</p>
<p>Knowing the passenger would have an entire day to spare, Cheryl suggested various activities and attractions around the airport. The passenger expressed heartfelt gratitude in a commendation card, sharing her positive experience with Cheryl. </p>
<p>For her dedication to ensuring a smooth and stress-free experience for a passenger, Cheryl is awarded Outstanding Service Staff of the Year (Bronze).</p>
<p><strong>Mohammed Rais Bin Ali, SIA Engineering Company</strong></p>
<p><strong>Outstanding Airside Staff of the Year</strong></p>
<p>On 10 September 2023, Engineering Supervisor Rais responded to an emergency landing by an Air China aircraft. Upon landing, six evacuation slides were deployed to evacuate 146 passengers and nine crew members onboard. </p>
<p>Rais' experience in aircraft recovery gave him the foresight and vigilance to prepare for the removal of slides ahead of time. He took the initiative to mobilise additional men and equipment, which accelerated recovery operations by 40 minutes. His proactive approach ensured the aircraft could be towed away and the runway cleared as quickly as possible, preventing unnecessary delay that could have affected other aircraft arrivals and disrupted passengers’ experience.</p>
<p>Furthermore, Rais stayed behind his shift to see to the completion of the recovery, demonstrating utmost commitment to his work.</p>
<p>For actively planning ahead and taking charge at a critical moment, Rais is awarded Outstanding Airside Staff of the Year.</p>
<p><strong>Ester Yuliana, ISS Facility Services Pte Ltd</strong></p>
<p><strong>Outstanding Custodial Staff of the Year (Gold)</strong></p>
<p>On 10 December 2023, Housekeeping Officer Ester encountered an anxious departing passenger who had mistakenly thrown his passport in a trash bin. The passenger had hurried back, only to find that the garbage had been cleared out. </p>
<p>Understanding the gravity of the situation, Ester swiftly made her way to the main bin centre and meticulously searched through the six to eight refuse bags that were there.</p>
<p>Her 30-minute search turned out fruitful as the passport was successfully located in one of the trash bags, bringing immense relief to the worried passenger. </p>
<p>For her quick thinking and dedication in averting a potential crisis for a passenger, Ester is awarded Outstanding Custodial Staff of the Year (Gold).</p>
<p><strong>Lionel Chuang King Lee, Woodlands Transport Service Pte Ltd</strong></p>
<p><strong>Outstanding Custodial Staff of the Year (Silver)</strong></p>
<p>On 23 May 2024, Customer Service Officer Lionel was approached by a distressed passenger who had left his mobile phone, containing crucial company information and transaction details, in a taxi.</p>
<p>Demonstrating exceptional customer service, Lionel immediately contacted the taxi provider to report the incident and later coordinated with them when the phone was found. Going above and beyond, Lionel paid $19.40 out of his own pocket to cover the phone's delivery back to the airport.</p>
<p>As the passenger had already departed for his destination country, Lionel then coordinated with the his friend for the phone’s collection.</p>
<p>For his earnest effort and commitment in ensuring the safe return of a passenger’s phone, Lionel is awarded Outstanding Custodial Staff of the Year (Silver).</p>
<p><strong>Zainal Bin MD Ali, Smarte Carte Singapore Pte Ltd</strong></p>
<p><strong>Outstanding Custodial Staff of the Year (Silver)</strong></p>
<p>On 12 February 2024, Taxi Coordination Officer Zainal was approached by an anxious foreign couple who had left a bag with valuable items in a taxi. The distraught lady stressed that she would not be able to leave Singapore without it.</p>
<p>Zainal quickly took them to the information counter for assistance. Drawing on his previous experience as a taxi driver, he gathered all the necessary information on the taxi and the ride and contacted the taxi company. After the bag was located, Zainal arranged a meeting to reunite the relieved couple with their belonging. </p>
<p>In a note of gratitude, the passenger thanked Zainal for his proactive assistance, stating that their holiday would have been ruined if not for him, and that because of Zainal, “… (our) first impression of Singapore airport was excellent!”</p>
<p>For his quick thinking and action that reunited a couple with their lost belonging, Zainal is awarded Outstanding Custodial Staff of the Year (Silver).</p>
<p><strong>Tan Boon Leng (Leo), Smarte Carte Singapore Pte Ltd</strong></p>
<p><strong>Outstanding Custodial Staff of the Year (Bronze)</strong></p>
<p>On numerous occasions, Taxi Coordination Officer Leo has seized opportunities to delight passengers with acts of kindness.</p>
<p>During an early morning shift on 21 January 2024, Leo assisted a passenger who had been rejected from boarding a taxi due to insufficient cash. He recommended the passenger alternative transport options and went the extra mile to purchase food for the passenger out of his own pocket.</p>
<p>On another occasion on 12 April 2024, Leo was approached by a passenger who was unable to board a taxi as he did not have cash on him. In a generous gesture, Leo gave him $50 to cover his fare.</p>
<p>For his unwavering kindness and generosity in helping passengers in need, Leo is awarded Outstanding Custodial Staff of the Year (Bronze).</p>
<p><strong>Manjit Kaur D/O Preter Singh & Haresh S/O Chandran (Certis Aviation Security Pte Ltd)</strong></p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>On 26 July 2024, Service Operations Executives (SOEs) Manjit and Haresh responded to a medical emergency involving an unconscious elderly passenger.</p>
<p>At the hospital, Haresh remained a reliable source of contact for the family and fed them with timely updates. When the passenger's condition took a turn for the worse, he leveraged his contacts to secure an urgent visa for the passenger's son and along with Manjit, facilitated his arrival.</p>
<p>Throughout the whole ordeal, Haresh took extra care of the son, buying him food at the hospital and giving him additional money for food. After the passenger unfortunately passed, Haresh remained a pillar of support and assisted with the necessary arrangements, even taking the son to purchase items for last rites and personally delivering them to the funeral parlour. He arranged for the son’s accommodation as well as the return flights for both him and his mother, ensuring they would travel together.</p>
<p>For offering invaluable compassion and unwavering support to a grieving son, Manjit and Haresh are awarded Outstanding Service Team of the Year.</p>
<p><strong>Jesvinder Kaur A/P Gurdip Singh, Narosha Athiyaththan, Chu Quang Minh (Clark), Siti Nurjannah Binte Abdul Karim & Vikneasvara S/O Perumal (P-Serv Pte Ltd)</strong></p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>On 27 January 2024, the P-Serv team assisted a father and son from Nouméa who had found themselves stranded in Singapore on their first trip overseas.</p>
<p>When it was discovered that the pair was meant to travel to Johor Bahru by land, the passengers headed to Woodlands Checkpoint the next day, accompanied by a Changi Experience Ambassador (CEA) who was also on her way home.</p>
<p>However, the team later learnt that the passengers had been denied entry into Malaysia and endeavoured to locate them at the airport. Changi Experience Manager Jannah and Changi Experience Executive Vik searched far and wide for the passengers. Together with CEAs Jesvinder and Clark, they found the passengers roaming around in Jewel Changi Airport.</p>
<p>Aware that the passengers could not afford to purchase new tickets, Jannah worked closely with Jesvinder and leveraged her airline contacts to reschedule their flight. On the day of their departure, Vik teamed up with Narosha to make sure they checked in smoothly and reached their gate on time.</p>
<p>For their perseverance and teamwork in overcoming complex travel challenges for passengers, the team is awarded Outstanding Service Team of the Year.</p>
<p><strong>Robert Lynn Jackson & Managuelod Camilo II Guzman (Smarte Carte Singapore Pte Ltd)</strong></p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>On 14 March 2024, Customer Service Officers Robert and Operations Manager Camilo showcased their creativity and resourcefulness when a passenger sought assistance to pack his full-size mountain bike for check-in.</p>
<p>Using spare boxes from the store along with the baggage wrapping machine, the duo built a customised box that fit the bike perfectly. Their dedication and can-do spirit transformed a seemingly impossible situation into a memorable Changi Experience for the passenger, who praised the team for “making the impossible seem almost easy".</p>
<p>For thinking out of the box—quite literally—and overcoming a challenge with creativity and finesse, the team is awarded Outstanding Service Team of the Year.</p>
<p><strong>Tan Guan Cheng Julie & Barutu Jamie Yusi (P-Serv Pte Ltd), Kwok Jun Qi (Jeremy) (Changi Airport Group)</strong></p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>On 19 April 2024, the team encountered a family who had suffered a traumatic incident in Medan, where the mother was attacked and robbed, and went missing for 12 hours before being rescued. Her passport and valuables were lost during the ordeal.</p>
<p>As the family’s next flight was in a few days and the mother's special pass did not permit entry into Singapore, they were stranded.</p>
<p>Determined to help, Changi Experience Ambassador Julie and Changi Experience Supervisor Jamie stepped in and coordinated with Batik Air and the French Embassy to find an earlier flight option. Duty Terminal Manager Jeremy suggested possible solutions and helped to secure a special pass entry for the passengers to enter Singapore. Julie and Jamie then assisted the family to retrieve their luggage and purchase a SIM card, before sending them off to a hotel.</p>
<p>On the day of departure, Jamie further assisted them with airline requirements and expedited the process to secure a Fit-to-Fly certificate.</p>
<p>For their dedicated support and care towards passengers who had suffered a harrowing ordeal, the team is awarded Outstanding Service Team of the Year.</p>
<p><strong>Ong Ai Bin & Quek Han Chong (SIA Engineering Company)</strong></p>
<p><strong>Outstanding Airside Team of the Year</strong></p>
<p>On 10 June 2024, Certifying Technician Ai Bin was carrying out aircraft maintenance tasks in preparation for a flight when he noticed that the aerobridge was positioned alarmingly close to the aircraft door, which posed a risk of damage if refueling continued.</p>
<p>With only 45 minutes left until the flight's departure, Ai Bin swiftly halted refueling and cargo-loading operations. He then coordinated with the ground crew to retract the aerobridge and unload the aircraft, ensuring no disruption to the flight. Meanwhile, Lead Technician Han Chong alerted the captain, and the pair worked together to ensure the door and aerobridge were inspected and ready for safe passenger boarding.</p>
<p>Their vigilance ensured a seamless travel experience for all passengers onboard, earning them a commendation from Singapore Airlines for their “strong initiative” and “exemplary professionalism”, preventing a major delay for passengers.</p>
<p>For their sharp vigilance, proactiveness, and commendable teamwork, the team is awarded Outstanding Airside Team of the Year.</p>
<p><strong>Jason Teng & Benedict Tan Wei Kang (Changi Airport Group), Eva Emelia (GTRSG Pte Ltd), Sanggar A/L Perumal (Certis Aviation Security Pte Ltd)</strong></p>
<p><strong>Outstanding Airside Team of the Year</strong></p>
<p>On 9 April 2024, Ramp Services Duty Manager Eva alerted that a dog had escaped due to a broken cage from an arrival flight and was last seen to be running towards a neighbouring aircraft stand. Airside Duty Officers (ADOs) Jason and Benedict responded immediately to search for the missing dog.</p>
<p>With Eva’s clear instructions and guidance, Jason, Benedict, and Auxiliary Police Officer Sanggar managed to locate the dog within 15 minutes. Furthermore, they were able to soothe the dog while awaiting the arrival of an airline representative, who safely transferred the animal into its cage.</p>
<p>The team's swift response and teamwork prevented any disruption to flight operations and passengers.</p>
<p>For their efficient teamwork and level-headed response, the team is awarded Outstanding Airside Team of the Year.</p>
<p><strong>Lee Chee Khun & Narinder Singh Rejit Singh (Asia-Pacific Star Pte Ltd)</strong></p>
<p><strong>Outstanding Airside Team of the Year</strong></p>
<p>On 30 May 2024, the Baggage Handling System (BHS) in Terminal 1 encountered a lost-signal issue with the airline system, which hindered it from determining the correct routing for baggage. The disruption, which happened during a busy evening peak, lasted nearly two hours.</p>
<p>In response to the disruption, Chee Khun and Narinder quickly stepped up and expanded their search efforts, manually retrieving and verifying bags from multiple belts.</p>
<p>Their proactiveness and swift action in manually matching, reconciling, and expediting baggage handling minimised the number of mishandled bags and significantly mitigated the impact on passengers and operations during the system outage.</p>
<p>For going beyond their call of duty to intervene during a time of crisis, the team is awarded Outstanding Airside Team of the Year.</p>
<p><strong>Haresh S/O Chandran, Certis Aviation Security Pte Ltd</strong></p>
<p><strong>Service Personality of the Year 2023</strong></p>
<p>On 22 December 2022, Service Operations Executive Haresh was notified of an elderly passenger who had sustained a fall. He rushed to the scene and escorted the passenger and her husband to the clinic for examination. As the clinic recommended an X-ray scan at the hospital, Haresh swiftly updated the airline and duty terminal manager and arranged for an ambulance.</p>
<p>After work, Haresh visited the passenger and upon learning that she was due for an operation, took it upon himself to secure a hotel booking for her husband near the hospital. He continued to visit her, bringing flowers, fresh fruits, and even a cake on Christmas Day. He also helped to connect the passenger with her son to update him on her condition, assisted her husband in extending his hotel stay, and even brought his faulty cellphone for repair.</p>
<p>On the day of their departure, Haresh arranged special assistance for the couple to make sure they had as smooth of a journey as possible.</p>
<p>For his remarkable two-week effort beyond Changi Airport, Haresh is awarded Service Personality of the Year 2023.</p>
<p><strong>P-Serv Pte Ltd<br />
</strong></p>
<p><strong>Service Partner of the Year 2023</strong></p>
<p>Committed to customer service excellence, P-Serv Pte Ltd displayed resilience and adaptability in responding to the changing needs of passengers. At the forefront are the Changi Experience Ambassadors (CEAs) who play a pivotal role in assisting passengers to ensure a stress-free and pleasant journey through Changi Airport. P-Serv is also committed to delivering a seamless and delightful shopping experience for passengers. Their impact resonates through the Shopping Concierge (CAG’s personalised concierge for passengers’ shopping needs) and iShopChangi (CAG’s e-commerce platform), transforming the airport into a shopping haven. The result is a harmonious blend of world-class service ambassadors, personalised shopping experiences, and a seamless airport journey, reflecting P-Serv's dedication to creating magical moments for every traveller at Changi Airport.</p>
<p>For its unwavering dedication to delivering service excellence and the remarkable display of the ONE Changi spirit, P-Serv Pte Ltd is awarded Service Partner of the Year 2023.</p>
<p><strong>Le Huynh Thien (Kim), P-Serv Pte Ltd</strong><br />
</p>
<p><strong>Outstanding Service Staff of the Year (Gold)</strong></p>
<p>On 17 January 2023, Changi Experience Ambassador Kim received a request to assist a distressed Vietnamese passenger who had missed his flight to Vietnam due to a delayed transit flight prior. Advised to repurchase a new flight ticket, he was distraught as he only had 200USD with him and could not afford a new ticket, which was $1,200 SGD at the time.</p>
<p>As the passenger was desperate to return to settle family issues, Kim sourced for other flight options online and managed to secure a more affordable air ticket for a flight the following day, even covering the remaining fees out of her own pocket.</p>
<p>She graciously offered to buy the passenger food and in a true act of generosity, put him up for a night at her home. Kim’s kindness created a lasting impact on the passenger and a positive memory of the impeccable service standards at Changi Airport.</p>
<p>For her generosity and compassion, Kim is awarded Outstanding Service Staff of the Year (Gold).</p>
<p><strong>Tan Tian Shiong (Sky), P-Serv Pte Ltd<br />
</strong></p>
<p><strong>Outstanding Service Staff of the Year (Gold)</strong></p>
<p>On 29 November 2022, Changi Experience Executive Sky encountered a caller whose children were bound for a flight from Hong Kong to Nadi, with a transit in Singapore. As their visa applications were rejected, she was worried they would not be able to clear immigration to board their transit flight. With his knowledge and quick thinking, Sky advised her to reapply for tourist visas, which were quickly approved.</p>
<p>In the days leading up to the flight, Sky took the initiative to research entry requirements for the passengers’ return flight to Hong Kong and notified them of the need to complete a health declaration. Taking it a step further, he requested to do overtime to receive the young passengers at Terminal 4 and escort them to their transit flight.</p>
<p>When the passengers returned to Singapore a week later for their flight back to Hong Kong, Sky was there to receive them despite his day off and helped to book a car ride for them to their hotel. On the day of their departure, he delighted them with souvenirs and assisted them all the way till they boarded their flight.</p>
<p>For his unwavering dedication in creating a stress-free experience for passengers, Sky is awarded Outstanding Service Staff of the Year (Gold).</p>
<p><strong>Fatin Nur Zianna, Lotte Travel Retail Pte Ltd<br />
</strong></p>
<p><strong>Outstanding Service Staff of the Year (Silver)</strong></p>
<p>On 14 June 2022, a 68-year-old passenger missed her connecting flight to Cebu, Philippines, and was advised to rebook her flight but did not know how to go about it. Feeling lost, helpless, and desperate to go home to her family, she broke into tears – until Fatin came to her rescue.</p>
<p>Although Fatin's shift was due to end and a company-chartered bus was waiting for her, she chose to stay on to assist the passenger. When the passenger's credit card was declined, Fatin used her own credit card to book the passenger a new flight and even treated her to a hearty meal after learning she had not eaten the whole day.</p>
<p>To ease the passenger's anxieties, Fatin offered constant reassurances and ensured that all necessary pre-flight procedures were completed. Unable to put aside her lingering concern, she sought the help of an airline staff to take care of the passenger until the flight. Deeply moved by Fatin's genuine care and compassion, the passenger left her a message of gratitude and affectionately called her a "guardian angel".</p>
<p>For going above and beyond her call of duty, Fatin is awarded Outstanding Service Staff of the Year (Silver).</p>
<p><strong>Priya D/O Sures, Certis Aviation Security Pte Ltd<br />
</strong></p>
<p><strong>Outstanding Service Staff of the Year (Silver)</strong></p>
<p>On the morning of 7 April 2023, Service Operations Executive Priya encountered a passenger frantically shouting for help. She rushed to the scene to find a boy lying on the ground, looking extremely pale. Immediately, she activated the medical team, who arrived on the scene within minutes. The boy was subsequently brought to the clinic for assessment and advised to visit a hospital for further examination and acquire a Fit-to-Fly document. </p>
<p>Upon understanding the situation, Priya stepped up to assist with the offloading process and ensured that their luggage was kept safely. With her supervisors’ blessings, she helped both passengers through immigration and even accompanied them to the hospital. Throughout the whole ordeal, Priya constantly assured the passengers and took care of their needs, buying them food while they waited to see the doctor.</p>
<p>After the boy was assessed to be fit to fly, Priya helped to rebook their flights and assisted them through check-in and immigration processes. The family was immensely grateful for Priya’s empathy and proactive assistance.</p>
<p>For displaying proactive assistance to the passengers, Priya is awarded Outstanding Service Staff of the Year (Silver).</p>
<p><strong>Lee Chen Yu, Certis Aviation Security Pte Ltd<br />
</strong></p>
<p><strong>Outstanding Service Staff of the Year (Silver)</strong></p>
<p>On 29 August 2023, Experience Executive Chen Yu was approached by a passenger seeking escort assistance for her unwell daughter. Chen Yu promptly secured a wheelchair and escorted them to Terminal 1 for check-in.</p>
<p>At the check-in counter, the staff recommended consulting a doctor for a Fit-to-Fly letter, but a language barrier made it difficult for the passengers to understand. Eventually, the airline had a staff member translate the information and Chen Yu stayed by their side throughout the ordeal, even accompanying them to the clinic despite her shift ending.</p>
<p>When it was determined that further medical treatment was needed and the passengers would miss their flight, Chen Yu tried to secure accommodation for the family. It was no easy task as few options were available at the time, but through it all, she communicated clearly with the passengers and eventually succeeded in booking a room at YotelAir, for which the passengers were incredibly grateful.</p>
<p>Chen Yu escorted them to the hotel after the medical treatment and ensured that they settled in comfortably before leaving.</p>
<p>For displaying unwavering dedicated assistance towards a travelling family, Chen Yu is awarded Outstanding Service Staff of the Year (Silver).</p>
<p><strong>Cepillo John Eric Atienza, P-Serv Pte Ltd</strong><br />
</p>
<p><strong>Outstanding Service Staff of the Year (Silver)</strong></p>
<p>On 17 August 2023, Changi Experience Executive Eric encountered a distressed elderly couple who was on the verge of missing their lifelong dream voyage. They had been denied boarding for their flight to Athens due to a late arrival at the check-in counter. To save their trip, Eric examined their travel itinerary, made an international call to their travel agency, modified their flight, and adjusted their hotel reservation in Athens, jumping through countless hoops to make the couple's dream vacation come true. With Eric's help, they were able to book a new flight, all while preserving their scheduled cruise trip.</p>
<p>As the flight was in 29 hours, Eric stayed past his shift to book them a hotel room and even took them on a short tour around Jewel. Not forgetting them the next day, Eric greeted them at the hotel and escorted them to the departure hall for their check-in. The couple repeatedly thanked Eric and later sent an e-mail to convey their gratitude.</p>
<p>Without his timely and selfless assistance, they might not have been able to navigate the challenges on their own and their dreams would have been dashed.</p>
<p>For his display of empathy and quick thinking, Eric is awarded Outstanding Service Staff of the Year (Silver).</p>
<p><strong>Karen Phua, SATS Ltd<br />
</strong></p>
<p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p>
<p>On 26 July 2023, Duty Manager Karen was faced with the challenge of helping passengers who had missed their connecting flight after a delayed arrival from Melbourne. One such passenger approached her with a pressing concern: she now faced the daunting prospect of a 46-hour journey with four connecting flights in between to reach her destination in Lithuania – all while being 20 weeks pregnant.</p>
<p>Recognising the physical strain the passenger must be under, Karen was determined to alleviate her burden and used her extensive network of connections to search for alternative flight routes. With unwavering dedication, she successfully secured the best itinerary, reducing the journey to just one connecting flight.</p>
<p>In the passenger's own words, Karen's efforts not only showcased a commitment to maintain excellent service standards at Changi, but also demonstrated empathy and dedication that went above and beyond.</p>
<p>In recognition of her efforts, Karen is awarded Outstanding Service Staff of the Year (Bronze).</p>
<p><strong>Quitain Ma Katrina Pilar Setias, P-Serv Pte Ltd</strong><br />
</p>
<p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p>
<p>On 9 December 2022, a female passenger arrived on a transit flight to Manila. As her employer did not provide her with the flight itinerary, Changi Experience Ambassador Katrina brought her to an airline counter to enquire about her flight. To her shock, she was told she would need to pay for check-in baggage and present her vaccination and travel health certificates.</p>
<p>Seeing the passenger in distress, Katrina offered to bear half of her baggage expenses and tried to reach her employer for a copy of her vaccination certificate but to no avail, resulting in the passenger missing her flight. The airline staff kindly offered to transfer the passenger to the earliest flight the following day at no charge, under the condition that she perform a swab test before flying.</p>
<p>Suspecting the passenger might not have sufficient money for transport home, Katrina forked out her own money once again to pay for the test, and even bought her food and drinks. Katrina's generosity and compassion helped the passenger return home for the first time in five years.</p>
<p>For extending generosity and compassion in assisting the passenger to return home successfully, Katrina is awarded Outstanding Service Staff of the Year (Bronze).</p>
<p><strong>Sarojini Naidu A/P Parthiban, Certis Aviation Security Pte Ltd<br />
</strong></p>
<p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p>
<p>On 19 May 2022, Service Operations Supervisor Sarojini was at Gate A18 when she spotted an anxious female passenger who had missed her flight bound for Vietnam. Sarojini brought her to the transfer counter, where she was advised to purchase a new air ticket – news that was extremely upsetting as she had previously been stuck at Tokyo for two days.</p>
<p>Putting the passenger's emotional needs first, Sarojini quickly calmed her down and promised to help her find the next available flight – and luckily enough, there was a flight scheduled the following day at 9:15am.</p>
<p>However, yet another hurdle presented itself. The passenger had lost her phone, so she was unable to access her one-time password for payment of the ticket. Sarojini offered to make the payment first in her stead. Concerned that she might be tired and famished after the whole ordeal, Sarojini then brought the passenger to a café and later a resting place in Terminal 3.</p>
<p>Even after parting ways, Sarojini kept in touch with the passenger and reminded her of her flight details the next morning, showing a detailed level of care and consideration. Thanks to Sarojini's kind assistance, the passenger was able to return to Vietnam safely.</p>
<p>For her admirable dedication in helping a passenger in need, Sarojini is awarded Outstanding Service Staff of the Year (Bronze).</p>
<p><strong>Jimson Crisostomo Castro, ABR Holdings Ltd<br />
</strong></p>
<p><strong>Outstanding Service Staff of the Year (Bronze)</strong></p>
<p>On 26 June 2022, Jimson was serving a family with a toddler and an elderly lady when he noticed that they appeared visibly worried. He learnt that the mother, toddler, and elderly lady had gone to the bathroom during the meal, but the elder had yet to return. She had just arrived in Singapore and did not understand English. </p>
<p>Despite the restaurant being busy at the time, Jimson offered help to look for the elder. He searched high and low, even calling the restaurant to find out the name of the elder so that he could seek help at the information counter. By a stroke of luck, he found the elderly lady near the information counter and escorted her back to the restaurant to be reunited with her family. The family was immensely grateful to Jimson for his tireless effort and genuine concern. His warm gesture left a smile on their faces.</p>
<p>For his compassion and empathy, Jimson is awarded Outstanding Service Staff of the Year (Bronze).</p>
<p><strong>Gobinathan A/L Subramaniam, LS 2 Services Pte Ltd<br />
</strong></p>
<p><strong>Outstanding Custodial Staff (Gold)</strong></p>
<p>On 13 June 2022, a Duty Terminal Manager was informed of a dispute that had unfolded between a passenger and several members of the public at Terminal 1. There was a fight between a husband and his wife, her father and a lawyer representative over the custody of their child. The husband and his two-year-old child were waiting at the document-checking area for their flight when his father-in-law attempted to physically grab the child away, resulting in a heated scuffle that pushed over several stanchions.</p>
<p>Witnessing the commotion, Housekeeping Supervisor Gobinathan quickly stepped in to stop the fight. With the child's safety at the top of his mind, he sought to separate the mother and child from the situation and contacted the Airport Police Division for their attention and assistance.</p>
<p>For his quick thinking and admirable courage to de-escalate a difficult situation, Gobinathan is awarded Outstanding Custodial Staff of the Year (Gold).</p>
<p><strong>Tan Boon Leng (Leo), Smarte Carte Singapor) Pte Ltd</strong><br />
</p>
<p><strong>Outstanding Custodial Staff (Silver)</strong></p>
<p>On 14 July 2022, Leo was working at Terminal 3 Transit as a scooterist when he was approached by an elderly passenger for directions to her boarding gate. Seeing that she was visibly helpless, he took it upon himself to escort her personally, assisting her with her trolley along the way.</p>
<p>At the gate, he showed her where the nearest toilet and water coolers were and allayed her concerns about the cleanliness of the water coolers. Even then, he still purchased a bottle of drinking water for her, and his warm gestures made for a very pleasant experience for the passenger.</p>
<p>For his exemplary service and unwavering kindness to passengers travelling through Changi, Leo is awarded Outstanding Custodial Staff of the Year (Silver).</p>
<p><strong>Mohamed Isa Bin Abdul Subahan, Smarte Carte Singapore Pte Ltd<br />
</strong></p>
<p><strong>Outstanding Custodial Staff (Bronze)</strong></p>
<p>On 27 July 2023, a distressed passenger approached Trolley Service Officer Isa at Terminal 3 Departure Hall. Her flight was due to depart, but the handle of her luggage had malfunctioned at the worst possible timing. Sensing her rising panic, Isa sprang into action to ease her anxiety and assured her that he would resolve the issue.</p>
<p>Quick-witted Isa approached the nearby airline counter to borrow tape, and with great care, wrapped and secured the handle, conveniently creating a unique identifier for the luggage.</p>
<p>For his dedication in providing the passenger with a positively surprising and stress-free experience, Isa is awarded Outstanding Custodial Staff of the Year (Bronze).</p>
<p><strong>Kartiga Jayabalan, Woodlands Transport Service Pte Ltd</strong><br />
</p>
<p><strong>Outstanding Custodial Staff (Bronze)</strong></p>
<p>Ground Transport Concierge Kartiga located a lost passport in a cab and went the extra mile to locate the passenger using social media. With some effort, she managed to reach the rightful owner, who was pleasantly surprised as he was unaware of his lost passport until Kartiga contacted him. Because of Kartiga’s efforts, he successfully collected his passport the next day. Nice touch, Kartiga!</p>
<p>For going beyond the call of duty, Kartiga is awarded Outstanding Custodial Staff of the Year 2023 (Bronze).</p>
<p><strong>Muhammad Fairuz Bin Sa’at & Siti Khatijah Binte Ismail (Smarte Carte Singapore Pte Ltd)</strong><br />
</p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>On 29 January 2023, Team Lead Fairuz was on his way to work when he encountered a male passenger who had collapsed to his knees, with his panicked wife attempting to lift him up with much difficulty.</p>
<p>Fairuz rushed forward to render his assistance. At the same time, Customer Service Officer Katijah passed by and upon witnessing the incident, quickly retrieved a wheelchair. Together, they safely transferred the passenger onto the wheelchair and accompanied the elderly couple to the clinic for further examination, even purchasing water for them along the way. </p>
<p>When the couple was told to wait for medication to be delivered from a local hospital, Fairuz offered to collect it on their behalf so that the couple could rest in a hotel. The pair also arranged for wheelchair assistance on the day of their flight. </p>
<p>For extending unwavering care and dedication to ensuring the well-being of the elderly passengers, the pair is awarded Outstanding Service Team of the Year 2023.</p>
<p><strong>Michelle Lim (Jewel Changi Airport), Vedamuthu Rex Kulandairaj (JP Foodservice Pte Ltd), Munhammad Noor Hidayat (Ryan) (AC Kafe Pte Ltd), Muhammad Azizul Bin Akhmad & Lim Wei Xiang (Certis Aviation Security Pte Ltd)<br />
</strong></p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>On 25 August 2022, Assistant Manager Michelle and her colleague spotted an unconscious guest who had fallen from a seizure and was bleeding on the back of her head. They immediately called the ambulance and alerted the Duty Experience Manager.</p>
<p>Spotting the incident, Senior Barista Ryan from AC Cafe and Senior Restaurant Manager Rex from Jack's Place rushed over to render their assistance. Rex untangled the guest’s hair, which had gotten stuck in her bag zipper, while Ryan tried to stop the bleeding. Thankfully, the unconscious guest eventually came around and the group continuously engaged her to ensure she remained conscious. While they waited for medical help, Rex brought her a chair to rest on and Euguene supported her head to prevent her from falling again.</p>
<p>Shortly, Jewel Experience Manager Azizul arrived and quickly cleared the area from the public to protect the guest's privacy and roped in Security Specialist Wei Xiang to coordinate the arrival of the medical team. Wei Xiang followed the guest to the ambulance, while Azizul made special arrangements to safekeep her belongings and sent them back to her accommodation the next day.</p>
<p>For their proactive assistance and exceptional teamwork in managing the medical emergency, the team is awarded Outstanding Service Team of the Year 2023.</p>
<p><strong>Mohd Suraidi Bin Puasa, Imamhambali Bin Ibnu Hajar, Iberahim Bin Mohamed & Tay Kian Heng (Sergent Services Pte Ltd)</strong><br />
</p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>In the early morning of 2 April 2022, Housekeeping Officer Kian Heng was just starting his duty at Terminal 1 when he noticed a handicapped cubicle at Level 2A had been locked for more than 15 minutes. His sharp intuition told him something was amiss, so he knocked on the door but received no response. He quickly informed his supervisors, Iberahim and Suraidi, about this and they arrived on-site to check. The Airport Police Division was also informed.</p>
<p>About an hour later, an Airport Police Division staff managed to convince the member of public to open the door. They found that the wheelchair-bound man was undressed and seated on the floor, having soiled himself. Suraidi and Imamhambali assisted him to clean up and changed him into a new set of his clothing. His soiled clothes were then placed in a plastic bag.</p>
<p>For displaying great empathy and quick-thinking, the team is awarded Outstanding Service Team of the Year 2023.</p>
<p><strong>Wong Chanel & Tan Hua Yong James (Changi Airport Group), Bian Huiyang (Ivan) & Harun Rahamad (P-Serv Pte Ltd)</strong><br />
</p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>On 1 March 2022, Duty Terminal Manager Chanel responded to a medical incident in which an elderly passenger had dislocated her hip and had to be admitted to the hospital. Jumping into action, Chanel arranged to convey her to the hospital. </p>
<p>The following day, her husband returned to the airport seeking assistance to retrieve their belongings. After learning of his worries about the substantial medical bills, Chanel attempted to contact the Australian High Commission and urged him to seek help from them. She also purchased a SIM card for him, which allowed the airline to reach him directly to rearrange their flight.</p>
<p>Meanwhile, Changi Experience Supervisor Ivan and Changi Experience Ambassador Harun sourced for suitable accommodations for him while awaiting his wife's discharge. After numerous tries, they found one that was not only affordable but also close to the airport. Duty Terminal Manager James worked on obtaining the necessary clearance to retrieve their luggage and personally handled its packing. </p>
<p>The couple eventually departed for Adelaide with special wheelchair assistance from their airline. They commended the team’s exceptional assistance and kindness during this challenging time, particularly amid the Covid-19 pandemic and their vulnerability as foreigners in a distant land.</p>
<p>For the remarkable inter-agency teamwork displayed, the team is awarded Outstanding Service Team of the Year 2023.</p>
<p><strong>Regina Yeo Man Si, Harpreet Singh S/O Kiannan Singh & Haslam Yau Shah Rizal Yau (Immigration & Checkpoints Authority)</strong><br />
</p>
<p><strong>Outstanding Service Team of the Year</strong></p>
<p>On 6 December 2022, Deputy Team Leader CI1 Regina encountered an 84-year-old Japanese solo traveller who was stuck at arrival immigration as she was unable to produce her passport and could not speak English. To retrieve her information, Regina used Google Translate to translate Japanese documents found in the passenger’s bag and passed the information to Deputy Team Leader CI 2 Harpreet for him to retrieve her flight details and information.</p>
<p>While Regina kept the passenger company, Harpreet stepped out to look for any next-of-kin who could be receiving her at the arrival hall and managed to locate her daughter, who shared that her brother had packed the passenger's passport in a purse.</p>
<p>Team Leader Inspector Haslam then contacted the Duty Terminal Manager to inform the airlines to conduct a sweep on the aircraft to check if there was any item matching the description. Fortunately, the passport was eventually found, and the passenger cleared immigration successfully. Harpreet and Haslam then escorted the passenger to collect her luggage and reunite her with her daughter. </p>
<p>For the remarkable teamwork and empathy extended to the passenger, the team is awarded Outstanding Service Team of the Year 2023.</p>
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