Selene Powlose, SATS Ltd

On 18 August 2023, Duty Manager Selene assisted a young traveller whose flight to San Francisco was delayed. Sensing that his parents, who were there to send him off, were concerned about his lack of travel experience, Selene volunteered her contact and updated them on their son.

She not only managed to rebook his flight but also went above and beyond to relay a message to San Francisco International Airport to ensure that he had sufficient time to clear immigration and catch his newly scheduled connecting flight. The next day, Selene followed up with his parents to assure them that their son had safely boarded and that the journey was a success.

Selene’s dedication provided a peace of mind for both the passenger and his parents. Splendid job, Selene!

Nwe Ni Wain, dnata Singapore Pte Ltd

On 19 October 2023, Customer Service Agent Ni Win displayed genuine care and concern to a mother and child who faced visa issues and were stranded in the transit area over the weekend. Amid the unsettling wait for their visa approval, Ni Win took the initiative to check with the embassy and provided the passengers with timely updates.

After learning they were struggling to adjust to Singaporean cuisine, Ni Win took it upon herself to cook their local dishes and surprised them with food the next day.

Her exceptional care became a great source of comfort and reassurance to the helpless passengers. You are truly a star, Ni Win!

Karen Phua, SATS Ltd

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.

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.

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. Great work, Karen!

Haresh S/O Chandran, Certis Aviation Security Pte Ltd

On 15 September 2023, Service Operations Executive Haresh was assisting with a Frankfurt-bound flight when he met a mother and son who had mistakenly believed they were on the flight. Without their boarding passes at hand, Haresh attempted to verify their status and a review of their travel itinerary revealed they were booked on a different flight, due to depart in 35 minutes.

Without wasting a minute, Haresh took charge and escorted them to the Transfer Counter, where he expedited the immigration clearance process with the assistance of an Immigration & Checkpoints Authority officer, who granted them priority clearance. Through it all, Haresh proactively updated the airline’s Duty Manager about the situation to ensure the passengers could catch their flight.

They conveyed their heartfelt appreciation, highlighting that Haresh's assistance spared them from incurring substantial financial losses. Great job, Haresh!

Lee Chen Yu, Certis Aviation Security Pte Ltd

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.

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.

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.

Chen Yu escorted them to the hotel after the medical treatment and ensured that they settled in comfortably before leaving. Great effort, Chen Yu!

Jessica Lee Yi Wen, Certis Aviation Security Pte Ltd

On 25 December 2023, Experience Concierge Jessica was scrolling through social media during her break when she stumbled upon a user who was seeking assistance with locating her bag at Jewel Changi Airport. The bag had her identity card and other valuable items.

Springing into action, Jessica rushed back to work and scoured through the lost and found system, eventually identifying the item.

As the guest had not initiated contact through any official channels, Jessica went beyond her job duties and reached out to the guest in her personal capacity. The guest, who was in Beijing, was pleasantly surprised to find that their request had not only been heard but proactively addressed. Upon her confirmation that the item was indeed hers, Jessica meticulously outlined the collection process and ensured a smooth retrieval by the guest’s authorised person.

Her quick thinking relieved the owner of much undue stress. Well done, Jessica!

Jet Nael Acoba, Certis Aviation Security Pte Ltd

On 14 September 2023, Aviation Security Officer II Jet was approached by a distressed passenger just as he was wrapping up for the day. Sensing a language barrier, Jet sought the help of a flight supervisor to facilitate the translation and learned that the passenger had misplaced his bag earlier and in the process of recovering it, missed his flight.

Jet then escorted the passenger to the Information Counter and inquired about securing another ticket for a later flight. Despite the passenger’s frustration, Jet offered reassurance and empathy and worked past his shift hours to assist the passenger. Awesome job, Jet!

Pang Jun Yuong, Certis Aviation Security Pte Ltd

On 13 November 2023, Security Executive Jun Yuong was on his regular patrol when he witnessed a guest’s identity card slip out of her bag. When returning it to her, he noticed signs of distress and learned that she was a first-time visitor from China and was anxious about being unable to reach her family in Singapore.

As she was shaking and growing more anxious by the minute, Jun Yuong promptly guided her to a quiet seating area and offered her a warm beverage. He then contacted her family on her behalf and accompanied her to reunite with them. Her family expressed gratitude for his assistance and revealed that the guest grappled with a minor anxiety disorder, amplifying the importance of Jun Yuong’s support during that crucial moment.

Jun Yuong’s empathy and attentiveness to the guest’s needs is truly commendable. Way to go, Jun Yuong!

Vikneasvara S/O Perumal (Vik), P-Serv Pte Ltd

On 15 October 2023, Changi Experience Executive Vik noticed a distressed traveller who had missed his flight due to a late check-in. On top of that, the passenger faced financial constraints in purchasing a new ticket as he had spent it on his daughter’s education fees in Singapore. Filled with empathy, Vik not only provided him with sandwiches and coffee, but also collaborated with airlines to find a most economical flight route to Colombo, even forking out money from his own pocket.

Vik escorted him through immigration all the way to the gate hold room to ensure a seamless journey. As the passenger entered the gate hold room, Vik bade farewell, knowing he had made a profound difference in the traveller's memorable journey. Splendid work, Vik!

Anjalika Dilhani Ambagaspitiya, P-Serv Pte Ltd

On the evening of 9 September 2023, Changi Experience Ambassador Anjalika assisted a weary traveller who encountered an unforeseen extended layover, which required a transit visa he lacked. Adding to the ordeal, the passenger was facing difficulties in retrieving his luggage.

Empathising with the passenger’s situation, Anjalika suggested he get some rest for the night and return in the morning, while she researched suitable flight arrangements. Her diligence paid off as she managed to secure a suitable flight and the passenger was able to resume his highly anticipated trip. Exceptional work, Anjalika!

Cepillo John Eric Atienza, P-Serv Pte Ltd

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.

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.

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. Way to go, Eric!

Alicia Lai Yoke Yan, Lotte Travel Retail Pte Ltd

On 14 October 2023, Retail Associate Alicia was assisting a passenger with payment when the bank's digital banking system experienced an outage. With only one bank card in hand, the passenger decided to wait for the system to recover and was directed by Alicia to a designated waiting area.

After a few hours, as hunger and thirst began to set in, Alicia reappeared with food and beverages for the passenger. When the banking system recovered, she wasted no time in facilitating the payment.

Alicia's unexpected act of kindness made a lasting impression on the passenger's journey, turning what could have been a frustrating situation into a positive and memorable experience. What a nice touch, Alicia!

Tran Thi Cam Tu (Mandy), Shilla Travel Retail Pte Ltd

On 7 December 2023, Beauty Advisor Mandy encountered a distressed passenger seeking assistance in locating his bag. Recognising the urgency of the matter, Mandy accompanied the passenger on a search around the store, then promptly engaged the store's security team to review CCTV footage. Simultaneously, she conducted a physical search in surrounding areas, but to no avail.

Thankfully, with the help of CCTV footage to retrace the passenger's steps, Mandy eventually located the bag underneath a table in the store, where the passenger had initially been sampling beauty products. Her swift actions and reassurance brought great relief to the passenger. Thank you for your outstanding service, Mandy!

Ng Chye Leong, Smarte Carte Singapore Pte Ltd

On 23 November 2023, Trolley Service Officer Chye Leong was at Terminal 1 Departure Hall when he encountered a distressed passenger on the verge of missing her flight due to a broken luggage.

Chye Leong comforted her and escorted her to the nearest Baggage Storage to have her luggage wrapped. Since she did not have any cash, Chye Leong generously paid S$30 from his own pocket. Chye Leong initially refused their attempts to repay him, but only accepted when they persisted.

Feeling a sense of warmth from this encounter, the passenger affectionately addressed him as "Grandpa Ng”, underscoring the personal connection forged in that moment.

Thank you, Chye Leong, for extending your compassion and empathy towards the passenger!

Ester Yuliana, Re Sustainability Cleantech Pte Ltd

On 10 December 2023, Housekeeping Officer Ester encountered an anxious passenger who had mistakenly thrown his passport in a bin, which was already cleared out by the time he realised and rushed back. Understanding the stress and panic the passenger must be under, Ester swiftly made her way to the main bin center within the transit area and meticulously searched through all the refuse bags.

Thanks to her proactive efforts, the passport was successfully recovered in one of the trash bags, bringing immense relief to the worried passenger. Ester's quick thinking and dedicated search not only averted a potential crisis but also showcased her commitment to resolving the issue for the passenger. Awesome job, Ester!

Mohamed Isa Bin Abdul Subahan, Smarte Carte Singapore Pte Ltd

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.

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.

Isa’s actions left a positive and lasting impression on the passenger's travel experience. Great work, Isa!

Luen Chi Keung, Smarte Carte Singapore Pte Ltd

On 28 December 2023, Taxi Coordination Officer Chi Keung encountered a panicking passenger who had forgotten to retrieve one of her luggage from the luggage belt.

Despite it being peak hour at the taxi stand, Chi Keung offered her assurance and comfort and troubled his colleagues to cover his duties while he stepped away to assist her. He soothed her concerns about the luggage being stolen and escorted her to the Information Counter to secure the re-entry permit needed for her to return to the baggage claim hall.

As Chi Keung’s access did not extend to the transit area, he waited outside the glass doors for her. She eventually returned a radiant smile on her face, her luggage towing behind her. She expressed her immense gratitude towards Chi Keung for being an unexpected pillar of support in a time of helplessness. Way to go, Chi Keung!

Joelle Lin Xiaomiao, Joseph A/L Antony, Lim Jia Xin, Lie Wei Hong & Muhammad Faiz Danial Bin Abdullah (Certis Aviation Security Pte Ltd)

On 29 September 2023, Aviation Security Officers Jia Xin and Faiz were on their meal break when they responded to a medical emergency within transit. A passenger had suffered a seizure and was now unresponsive. Jia Xin contacted his colleagues for assistance while Faiz searched for the passenger’s companion to gather information.

Five minutes later, Aviation Security Officer Wei Hong, Senior Aviation Security Supervisor Joseph, and Service Operations Executive Joelle arrived at the scene. Faiz retrieved a wheelchair for the passenger, while Joseph and Jia Xin had mineral water and ointment on standby.

Jia Xin removed the passenger’s backpack, shifted his head to rest on it, and cooled the passenger with a portable fan to ensure adequate ventilation. Meanwhile, Joseph inquired more information on the passenger’s medical history and relayed them to the paramedics. The team took charge of the incident with steadfastness and eventually handed the passenger over to the medical team.

This heartwarming example of teamwork showcased their unwavering commitment to the well-being of passengers. Well done team!

Chen Haoming & Angelin Sagaya (P-Serv Pte Ltd)

On 25 September 2023, Changi Experience Ambassador Angelin attended to a distressed passenger who had missed her flight, offering her biscuits, water, and a blanket to alleviate her stress.

Right at that moment, Changi Experience Ambassador Hao Ming came across the situation and stepped in to assist even though he was off duty. He spoke to the passenger in her native language, which partially helped to calm her down.

As he engaged the passenger, Angelin went on to inquire with relevant airlines on a possible solution. With much persistence, they found an alternative flight for her destination, but was met with the passenger’s reluctance to pay for a new ticket. After many futile attempts to change her mind, they decided to cover the cost of her ticket and even guided the passenger through check-in and immigration the following morning.

The passenger expressed immense gratitude for their generosity and assistance. Remarkable work, team!

Priya D/O Sures, Loh Lay Pheng & Thavamani Chandrakasan (Certis Aviation Security Pte Ltd)

On the morning of 4 November 2023, a female passenger had requested to be offloaded from a flight when Flight Supervisor Lay Pheng noticed that she was bleeding profusely. Immediately, Lay Pheng brought the passenger to the nearest washroom and contacted Senior Flight Supervisor Thavamani and Service Operations Executive Priya for assistance. They later discovered that the passenger was experiencing immense pain in her abdomen.

As she grew increasingly weaker and began to vomit repeatedly, Priya tended to her and cleaned her up with hand towels. They also sought the help of paramedics to conduct medical checks, with Lay Pheng helping with the translation. The trio then accompanied the passenger to the clinic and stayed with her throughout, demonstrating unwavering commitment the female passenger. Nice job, team!

Leong Yee Mei (Candy) & Shahidah Gihan Binte Mohd Parwaze (Certis Aviation Security Pte Ltd)

On 24 July 2023, Senior Aviation Security Supervisor Candy approached a distressed female passenger who had lost a loved one and urgently needed to switch to an earlier flight. Coincidentally, Candy bumped into her supervisor, who roped in Service Operations Executive Gihan to speak to the passenger in her mother tongue.

Feeling the passenger’s grief, Candy and Gihan remained by her side and offered her comfort and assurance while they explored solutions. However, as there were no earlier flights available, the passenger had to follow her original flight schedule and wait to check in.

In the meantime, Candy and Gihan comforted her with a meal and brought her to the nearest pharmacy when she started to develop a headache. They later found her a place to rest within the transit area, and even took her to the Sunflower Garden to lift her spirits. The exceptional care continued with a delightful treat of kaya toast and beverages.

Moved beyond words, the passenger expressed profound gratitude for the unparalleled help and generosity she received and till this day, has stayed in touch with them. Thank you for your heart of gold, team!

Nur Balqis Binte Abdul Rahim, Mohamed Yusoof Mohamed Sadhik & Quitain Ma Katrina Pilar Setias (P-Serv Pte Ltd), Tenorio Kim Verlyn Sacrista (Kimmy) (Focus Network Agencies)

On 16 October 2023, Changi Experience Ambassador Balqis sought the help of Changi Experience Supervisor Katrina to communicated with a passenger who had missed her connecting flight. Balqis and Katrina provided unwavering support through the night as the passenger faced financial distress and unsuccessful attempts at rebooking her flight.

Despite the late hours, Katrina tried her luck at contacting the embassy and managed to secure their assistance, providing the passenger with the hope of being able to return home. Meanwhile, Changi Experience Ambassador Sadhik took care of the passenger’s welfare and ensured that she had essential provisions for her journey.

To wrap up the journey with a sweet touch, Katrina stopped by The Cocoa Trees and purchased chocolates for the passenger. That was where she met Kimmy, a retail staff at the store, who gifted extra packets of goodies after learning about the passenger’s situation, in hopes of brightening up her day.

This team has indeed touched the passenger’s heart and left her positively surprised at every juncture. Splendid work, team!

Muhammad Sufian Bin Jumari, Garcia Maria Christina Mallorca & Quitain Ma Katrina Pilar Setias (P-Serv Pte Ltd), Shilpan Joshi Kaushik (GTRSG Pte Ltd)

On 9 December 2023, Changi Experience Ambassador Sufian attended to a distressed passenger, whose employer had arranged a complicated flight itinerary that required her to fork out additional cash for her transfer flight. Her employer had also confiscated her phone and essential documents, and with no available contact to her family and limited cash on hand, she was essentially stranded.

Empathising with her plight, Sufian attempted to help her purchase a ticket, but the attempt was futile due to immigration guidelines. He then called Changi Experience Supervisor Katrina for urgent intervention.

Despite the wee hours, Katrina tried to contact the embassy and reached out to various airlines for assistance. She was fortunate to enlist the help of Duty Manager Shilpan Joshi from Jetstar, and while making a second attempt to purchase a ticket for the passenger, Sufian stepped in to cover the remaining amount of $340.

After ensuring the ticket was purchased, Katrina brought the passenger for supper, spent time listening to her woes, and ensured she had supplies to last for the night. The following day, Changi Experience Ambassador Christina followed up with the necessary check-in and immigration procedures, and even offered the passenger a meal and cash.

When the passenger arrived at her destination, she called in and expressed her gratitude to everyone who had assisted her. Thank you, P-Serv team, for extending compassion and care to the passenger during her ordeal.

Sri Ram Porzelian, P-Serv Pte Ltd

Through our Instant Feedback System scores, Sri Ram Porzelian is selected by our passengers as our Passengers' Favourite Frontline Staff from October to December 2023, with an impressive mean score of 4.86. Congratulations Ram!

Lim Siew Cheng, 800 Super Waste Management Pte Ltd

Through our Instant Feedback System scores, Lim Siew Cheng is selected by our passengers as our Passengers' Favourite Frontline Staff from July to September 2023, with an impressive mean score of 4.80. Congratulations, Siew Cheng!

Cheong Siew Meng, 800 Super Waste Management Pte Ltd

Through our Instant Feedback System scores, Cheong Siew Meng is selected by our passengers as our Passengers' Favourite Frontline Staff from October to December 2023, with an impressive mean score of 4.90. Congratulations, Siew Meng!

Andiappan Velu Hemalatha, P-Serv Pte Ltd

Through our Instant Feedback System scores, Andiappan Velu Hemalatha is selected by our passengers as our Passengers' Favourite Frontline Staff from July to September 2023, with an impressive mean score of 4.77. Congratulations Hemalatha!

Vinaashinii M Vaniar Singam, P-Serv Pte Ltd

Through our Instant Feedback System scores, Vinaashinii M Vaniar Singam is selected by our shoppers as our Shoppers' Favourite Frontline Staff from July to September 2023, with an impressive mean score of 4.96. Congratulations, Vinaashinii!

Zhou XinLong (Loda), P-Serv Pte Ltd

Through our Instant Feedback System scores, Zhou XinLong (Loda) is selected by our shoppers as our Shoppers' Favourite Frontline Staff from October to December 2023, with an impressive mean score of 5.00. Congratulations, Loda!

Dong Meng, JetQuay Pte Ltd

On 26 August 2023, Housekeeper, Dong Meng, found an exquisite-looking ring while on duty at the lounge. Sensing that the owner was nowhere in sight, he quickly made a Lost & Found report at the Information Counter. Due to Dong Meng’s honesty, the passenger managed to retrieve her missing ring. Way to go, Dong Meng!

Ong Kim Joanna, Smarte Carte Singapore Pte Ltd

On 31 July 2023, Taxi Coordination Officer Joanna found a diamond bangle while on duty at the taxi stand. As she was unable to locate the owners within the vicinity, she quickly reported the item to the Information Counter for safekeeping. Her efforts brought great relief to passengers travelling through Changi Airport. Well done, Joanna!

Rahim Bin Mohamed Noor, Smarte Carte Singapore Pte Ltd

On 15 July 2023, Trolley Service Officer Rahim found a brand-new mobile phone while on duty in transit. He quickly filed a Lost & Found report at the Information Counter. On a separate occasion, Rahim also found other items such as a wine bottle, boxes of items and a shopping bag which were also handed over to the Information Counter. Awesome job, Rahim!

Imelda Barja Bharathan, Shilla Travel Retail Pte Ltd

On this occasion, Beauty Advisor Imelda was serving a passenger who had completed her purchase but accidentally left her mobile phone at one of the counters. Recognising that the mobile phone belonged to the passenger she had served, Imelda promptly alerted the security team to look out for the passenger.

Thankfully, the passenger eventually returned to the store and claimed her missing phone. Awesome job, Imelda!

Ng Ah Lee, Smarte Carte Singapore Pte Ltd

On 31 October 2023, Trolley Service Officer Ah Lee spotted a bundle of currency notes amounting to S$150 while on duty in transit. On other occasions, he also found other items such a mobile phone, pouch and perfume which were also handed over to the Information counter. Awesome job, Ah Lee!

Choo Chai Yoon, Smarte Carte Singapore Pte Ltd

On a few occasions, Trolley Service Officer Chai Yoon found a variety of personal items. These included passports, personal documents, clothes and a gold bracelet. He demonstrated honesty by handing over all the found items to the Information Counter. Great job, Chai Yoon!

Chen Ming Lei, Smarte Carte Singapore Pte Ltd

On 5 October 2023, Trolley Service Officer Ming Lei found a bag containing four gold bangles. Immediately, he made a Lost & Found report at the Information Counter. Thank you for your honesty, Ming Lei!

Lai Yee Thing, Certis Aviation Security Pte Ltd

On 8 July 2023, Auxiliary Police Officer Yee Thing found a mobile phone inside the washroom in transit. When no one came forward to claim the mobile phone, she handed the phone over to the Information Counter. Awesome job, Yee Thing!

Jumiati, LS 2 Services Pte Ltd

On 22 September 2023, Cleaner Jumiati spotted a wallet on the floor with cash amounting to S$9,000. Sensing that the owner was nowhere in sight, she prompted reported the item to the Information Counter. Thank you for your honesty, Jumiati!

Goh Kok Soon, Smarte Carte Singapore Pte Ltd

Operations Supervisor Goh Kok Soon returned a myriad of items such as a passport, electronics, branded goods, personal effects and more. On all occasions, he promptly reported the items to the Information Counter. Great job, Kok Soon!