15 AUGUST 2011

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Article from BTNews 15 AUGUST 2011

Changi Airport service gets even better

Service at Changi Airport Singapore is set to be further enhanced with the introduction of the Changi Experience Agents (CEA) initiative, where roving customer service officers are deployed airport-wide to help visitors and passengers with assistance, as well as the Changi Contact Centre, a 24/7 one-stop centralised call centre facility which consolidates all telephone lines for the airport into a common number.

Both brand-new initiatives are aimed at enhancing what is termed “The Changi Experience” and have been introduced to augment and strengthen the airport’s efforts to provide a stress-free, personalised and positively surprising passage for passengers.

The task of the CEAs includes assisting passengers with special needs, and helping everyone with way finding at the airport.  Locating missing luggage, facilitating passengers with check-in needs and assisting transit or transfer passengers with their onward connections also form part of the CEAs’ duties.  Working in shifts, 90 CEAs are deployed across all four terminals.  They speak a total of more than 20 languages and dialects which include French, Hindi, Japanese, Tagalog and Thai, a reflection of Changi’s top passenger markets. www.changiairport.com

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