A Changi love affair

[thewinchester]

Having flown through Singapore Changi a few times in the last couple of years, I cannot begin to say just how much I love the place.

One of their latest innovations in the terminal is feedback terminals. Instead of writing out a feedback card, dropping it in a box and hearing nothing forever - the yellow terminals are easy to use, and you can type in your feedback and contact details before it is quickly whisked away to someone who can do something about it.

On my last visit, I had a couple of quick things I wanted to mention, and spotted one of these terminals. Less than 14 days after leaving my feedback, I've received a response which is not only positive but shows why Changi goes from strength to strength with customer satisfaction.

Here's there response to my feedback, which was on trolleys in the terminal, signage and security screening:

From: Ariel TAN [[email protected]] On Behalf Of CHANGI Fbk Mgt [[email protected]]
Sent: Tuesday, 20 October 2009 6:55 PM
To: Michael H
Subject: Feedback on Singapore Changi Airport

Dear Mr Michael Harris

Thank you for your feedback to Singapore Changi Airport.

We have noted your concerns on the changing of trolleys between departure hall in Terminal 1 and the transit area. You would have noticed that the trolleys in the departure hall are bigger compared to those in the transit. This is for the convenience of our passengers who may require a bigger trolley at the departure hall (due to check-in luggages) and a smaller one in the transit area (for handcarry baggage). We have also placed the smaller trolleys right after the immigration counters for the convenience of our passengers. We will definately explore having signs to inform passengers as suggested.

You may know that T1 is currently undergoing an upgrading slated for completion in 2011. For your suggestion on easing the long queues at the departure gates by having a similar model as T3, we are certainly looking into that.

Thank you for your invaluable feedback.

Yours Sincerely

Cindy Bong
Assistant Airport Manager
Airport Operations

That piece of feedback is not only encouraging, but it shows me that they really care about the passenger expeirence. Now only if PER would learn some lessons from places like Changi and we'd have something better than a glorified 'tin shed'.

 

[Justinf]

Sorry, immature I know, but...

Cindy Bong
Assistant Airport Manager
Airport Operations

:mrgreen::mrgreen::mrgreen::mrgreen:

And yes, Changi is a brilliant airport.

 

[docjames]

Wow. Glad you guys like changi, but compared to say T5 LHR or HKG it really wasnt good in my eyes. Dont have enough recent experience in PER but will be no doubt getting feedback from mrsdoc on monday night!

Sure, the feedback thing is cool but they have that at SCL too.

What else do you "love" about changi other than the feedback terminal?

 

[thewinchester]

Glad you guys like changi, but compared to say T5 LHR or HKG it really wasnt good in my eyes.

Yes, I'm sure that Changi T1&2 might have a way to go compared to LHR & HKG, but T3 for me there really sets the mark.

What else do you "love" about changi other than the feedback terminal?

Where would you like me to start:

• Everything you need in the airport is always working.
• Even while things are being upgraded or under repair - it doesn't affect the passenger experience - right down to ensuring passenger flows through the terminal aren't disrupted by poorly designed and place barriers and hoardings.
• Superb quality and range of facilities,
• Comprehensive range of airport duty free concessions & product ranges,
• broad number of food & beverage options to fulfil any passenger desire or cuisine preference,
  
• airside duty free to gate service which just works perfectly, no hassles whatsoever.
• Great passenger amenities (dump kids in the games lounge while parents watch a movie nearby).

And that's just the start of a list which could be significantly longer.
Personally, there's only three things SIN T1 needs to improve on:

• Get rid of gate based security screening, it spreads resources too thin and can cause queues if your arrival isn't well timed. Usually OK for QC members/users once the announcment is made (assuming gate is close to lounge),
• access to the MRT station from T1 needs to be easier and direct - remove the need to use five escalators and the skytrain to get to it from T1, and
  
• albeit not under the control of the Airport operating company - introduction of e-clearance gates to support ePassport holders from Visa Wavier countries receiving automated arrival and departure clearance and border visas.

Fix those three things, and you'd have personally a perfect terminal.

 

[Oneworldplus2]

PER = Tin Shed (Domestic is shocking, International...)

 

[dajop]

Yes, I'm sure that Changi T1&2 might have a way to go compared to LHR & HKG, but T3 for me there really sets the mark.

Where would you like me to start:

One thing you are missing on your list (for T3) is there are never substantial queues at immigration - inbound or outbound. HKG can be a real nightmare at times, if you don't have fast-track, PR or APEC cards. It is the only airport in the world where I've passed through immigration, picked up checked luggage and been sitting in a taxi within 10minutes of landing (although I admit on other occassions it can be 10mins to gate from landing ... if unlucky, but still then only another 10 to the taxi). Unfortunately immigration in T1 can be hit and miss though.



Also

• Quick and cheap to get to the city area (by taxi or train).
• The food options are many and varied both in transit area and in public area and are reasonably affordable (I can't compare to HKG as I've usually transitted there as a OWE on CX or QF ... so no need to pay to eat)
• The transit hotels are affordable and convenient (no transit hotels at HKG)
• Internet terminals all over the place
• Swimming pool
• Cheap DF liquor, cigs & cosmetics/perfume
• Mixing of arrivals and departures means no need to pass through transit point when transferring (ie quick to get to lounge ... and/or shops..)
• The carpet !! (OK YMMV on this one, but I find the carpet really dampens the noise when there are hundreds of pax in the transit area).

I don't have a problem with individual gate security as I'm a get to the plane 10-15mins before departure person, and there's never any queues then

 

[FL360]

Let me join in the SIN vs HKG debate,

1. SIN has cheap trains to the city, HKG's airport express is generally expensive (however as a dedicated service it is cheaper, faster and you will have a good seat). HKG and SIN both have buses to the city however is not generally for pax with large bags.

2. HKG terminals have a post office so if you are there during office hours you can almost certainly post them (via land parcel) at a cheaper rate than excess baggage fees. Not sure about SIN.

3. for immigration, HKG uses e-channels (automated systems) for people with smart HKID cards, if you have them it will be immigration is as fast as you pass through a gate ! I think SIN has started trials with their residents.

4. Food court food, HKG has chain fast food restaurant there so the price is as cheap as anywhere in HKG, however I think the food outlets in SIN are generally much more expensive than outside....

5. HKG is newer, the whole airport is very airy, bright and have glass high ceilings etc etc....

 

[Warks]

Heathrow Airport, London named world's worst | Changi Airport, Singapore favourite
Changi got number 1 (best) again.

LHR won most hated but also was 5th favourite. Go figga!

 

[kpc]

2. HKG terminals have a post office so if you are there during office hours you can almost certainly post them (via land parcel) at a cheaper rate than excess baggage fees. Not sure about SIN.

Changi Airport Post Office, Terminal 2, Departure Hall, Singapore 819643 Daily 8.00 am - 9.30 pm
PO Changi Airport is a place in Singapore or JB on the Map of Singapore + Johor

Having been to both Hkg and Sin, I personally prefer Sin as Hkg is too big with long distances to walk...although T3 at Sin is becoming a bit too big with long distances to walk as well. Having said that, they are both great airports cf to some well known dumps eg Lhr, Lax, Jfk, and dare I say it, Syd!

PS I also hate Fra....I find it very confusing with poor signage esp, after the long haul from Oz!!

 

[dajop]

4. Food court food, HKG has chain fast food restaurant there so the price is as cheap as anywhere in HKG, however I think the food outlets in SIN are generally much more expensive than outside....

There is a range of options in SIN, from cheap to expensive (you just have to find them!). Generally the prices reflect the prices at the same establishments in the rest of Singapore (most are chains). For really cheap food at SIN, a quick pass through immigration and to the basement of T3 gets you to a typical Singapore "food centre", where prices are comparable to other airconditioned food centres in Singapore, i.e cheap.

 

[FL360]

Thanks dajop,

You got me thinking of their skewers, chilli crab and ice mixed desserts !

Can't wait to try them again soon....

 

[NM]

1. SIN has cheap trains to the city, HKG's airport express is generally expensive (however as a dedicated service it is cheaper, faster and you will have a good seat). HKG and SIN both have buses to the city however is not generally for pax with large bags.

Not always a good seat on HKIA Airport Express train. Last week heading airport to Hong Kong it was standing room only on the train. The China Sourcing Fair was on at the Asia World Expo and all seats were already taken before the train arrived at the airport station to collect the airport passengers. However, I have only seen this happen once.

3. for immigration, HKG uses e-channels (automated systems) for people with smart HKID cards, if you have them it will be immigration is as fast as you pass through a gate ! I think SIN has started trials with their residents.

HKG allows non-residents to register for the e-channel. I used it today outbound (my APEC card was registered and passport barcoded) and took just a few seconds to be processed with no queuing. Not sure if any other countries allow non-residents to register for their electronic processing.

5. HKG is newer, the whole airport is very airy, bright and have glass high ceilings etc etc....

What about T3 are SIN?

 

[auriga]

I guess if you are a OW flyer through SIN, then you probably don't see much of T3.

 

[NM]

I guess if you are a OW flyer through SIN, then you probably don't see much of T3.

Except when staying overnight at the CP between OneWorld flights

 

[dajop]

I guess if you are a OW flyer through SIN, then you probably don't see much of T3.

QP/FCL loungers excluded [who won't see much of T1 either ;-) ], from where QF gates it doesn't take too much longer to get T3, than it does to a good deal of T1 -with quick and easy skytrain access can be there in 2 or 3 mins. Although not too many would probably know that, or think of doing that.

 

[JohnK]

It is always a pleasure to transit through SIN. The airport is extremely clean and quiet considering the number of passengers waiting for onward flights. There is also a nice balance of duty free shops and places to sit down and have something to eat/drink. Free internet access is also a nice initiative.

Will be transiting through SIN again in December/January and looking forward to it...