"The customer always comes first at Changi"

Monday, June 7, 2004

The customer always comes first at Changi 
The airport is constantly upgrading to provide better facilities for
travellers while at the same time helping airlines to tide over difficult
times 
Singapore - Business Times


SINGAPORE - Changi Airport has come a long way since its humble beginnings
in 1981. 

With its two terminals, Changi currently has a handling capacity of 44
million passengers a year. The Changi Airfreight Centre, with a capacity of
2.5 million tonnes, also provides round-the-clock services in a Free Trade
Zone. An Airport Logistics Park has also been established to facilitate the
distribution and rapid turnaround of goods. Today, there are over 70
airlines serving more than 3,400 weekly scheduled flights to 162 cities in
52 countries.

As an aviation hub in the region, Changi Airport is widely recognised as one
of the best in the world, receiving a total of 20 awards and accolades from
international organisations and publications.

The Civil Aviation Authority of Singapore (CAAS), which manages Changi
Airport, is the conductor behind the success of Changi. CAAS adopts a
customer-centric approach in serving the needs of its airline partners and
air travellers. 

It aims to create a conducive environment for its airline partners to
operate profitably, while at the same time pampering air travellers, who
will enjoy spending time at Changi.

The partnership approach towards airlines can be seen in the manner CAAS
responded during difficult times. Following the Asian financial crisis in
1998, CAAS introduced a 10 per cent rebate in aircraft landing fees in 1999.
Following the slowdown in the world economy and the Sept 11 incident in
2001, CAAS introduced a $210 million Air Hub Development Fund (AHDF).

The AHDF, effective from January last year to end-2005, saw the introduction
of a 15 per cent rebate in aircraft landing fees and office and warehouse
rents. Funds were also set aside for joint marketing activities. The AHDF
has brought down Changi's aeronautical charges to be the second lowest in
the region.

The outbreak of Sars last year saw airlines suffer when the demand for air
travel plummetted as travellers were afraid of catching the virus. CAAS
acted swiftly to provide assistance to airlines, introducing a $114 million
Sars relief package from May to December 2003 to lessen the financial
burdens on its airline partners. The relief package brought aircraft landing
fees down by another 30 per cent to a total of 45 per cent, and office and
warehouse rents by another 10 per cent to a total of 25 per cent.

CAAS also introduced a four-month $10 million Air Traffic Development Scheme
to help airlines boost traffic recovery after Singapore was removed for the
World Health Organisation's (WHO) list of Sars-affected areas.

After the Sars relief package expired in December last year, CAAS introduced
a $40 million Growth Incentive Scheme (GIS), which is effective from January
this year to end-2005. The GIS rewards airlines for increasing their
passenger traffic to and through Changi Airport. Under this
performance-based scheme, airlines will enjoy incentives according to the
traffic growth they manage to achieve at Changi Airport. For example, if an
airline's 2004 passenger traffic exceeds that in 2003, it will receive
incentives for the incremental passenger traffic.

For 2005, the airlines will similarly receive incentives if they show
positive results over the previous years. Recognising that ground handling
charges make up a significant portion of an airline's costs in an airport,
CAAS is also issuing a third licence for ground handling and inflight
catering. This will give airlines more choices and lower their ground
handling costs at the same time.

Changi Airport's customer-centric approach also applies to the air
traveller. At Changi Airport, travellers will find it a breeze to pass their
time.

For those who are in a hurry, Changi is efficient, with travellers being
able to pass through the various airport processes with ease. For example,
an arriving passenger would take about 30 minutes from the time he leaves
the aircraft to the time he collects his baggage and clears through customs
checks.

For those who have some time to spare before their flight, they will find a
myriad of facilities and services that will help them enjoy their stay in
Changi. Those who are interested in health and fitness activities can make
use of the rooftop swimming pool, the gym, or get a much needed massage at
the Shower, Fitness and Lifestyle centre, the Rainforest By SATS or at the
Chair Spa. 

Travellers who are nature lovers have a choice of gardens to bask in the
tranquility of nature, including a cactus garden, an orchid garden, a
sunflower garden and a palm and fern garden. For entertainment, travellers
can catch a movie at the movie theatre, watch various programmes at the many
television lounges, or even join the Free Singapore Tour if they have at
least five hours in transit.

And for those who want some form of IT or business facilities, there are
more than 200 PCs located throughout the two terminals offering free
Internet access to travellers. This is especially useful for those who wish
to check their e-mail or surf the Internet.

Travellers with their own laptops or personal digital assistants can connect
to the Internet easily, as the whole airport has a wireless network
providing broadband connection.

Besides such facilities, Changi also organises events to entertain air
travellers. Currently, Changi is organising an auction, the first of its
kind in an airport.

In the Changi auction - What's Your Bid - travellers get to bid for selected
retail items available at the airport. The starting bids for these items can
start as low as 50 per cent off airport retail prices.

This means participating travellers can get a good bargain if no one manages
to outbid them. Some of the items up for auction include a Risis Egg (retail
price: S$81, starting bid: S$35), a pair of Risis chopsticks (retail price:
S$86, starting bid: S$35), a pair of Ray-Ban sunglasses (retail price:
S$152.35, starting bid: S$76), and a Bonia black leather handbag (retail
price: S$299.90, starting bid: S$150). 

The Changi auction is held four times - every Thursday, Friday, Saturday and
Sunday evening - and ends on June 25. 

The annual Changi Sale is also on until June 25. The sale comprises
discounts and special offers from over 90 outlets at both terminals.

For example, passengers can enjoy up to 15 per cent off all books, 50 per
cent off jewellery, 15 per cent off toys, among other discounts. There are
also gifts with purchase offers such as a Levi's windbreaker, a Swarovski
tote bag and a pair of Raoul polycarbonate cufflinks.

Changi Airport opened with one terminal in 1981. Today, it has two passenger
terminal buildings with the construction of a third underway. Terminal 3 is
expected to be completed in 2008. This will add another 20 million
passengers to the handling capacity, bringing the total to about 64 million
passengers a year by then.

Terminal 2 is also currently undergoing a $240 million upgrading, which will
see significant improvements to its design, making it even more
user-friendly to airport users and businesses. The upgrading will also add
capacity to the departure/transit lounge, enhancing Changi's position as a
regional aviation hub.

When completed, the upgraded Terminal 2 will have a new glass facade
bringing natural light into the departure hall.

A new canopy above the kerbside at the departure hall will be extended
outwards to ensure that airport users are shielded from the rain when
alighting from their vehicles. The interior of the terminal will also be
re-organised to make it easier for airport users to find their way around.

Attached Graphic:

Changi Airport

changi.gif