Constant innovation and unstinting dedication toward service excellence is the key to meeting and exceeding customer expectations. This award-winning formula has garnered over 300 accolades for Changi Airport in the last two decades.

At Changi Airport Group, we believe in delivering a high standard of service quality and to continually exceed customers’ expectations. Customers are our focus and we relentlessly pursue service excellence at every touch-point.

Therefore, service standards are set for front line staff and service performance tracked to ensure that service quality in Changi Airport is consistently maintained at a high level.

Our Quality Service Management programmes focus on four thrusts:

• Creating Awareness
• Learning & Development
• Rewards & Incentives
• Agency Engagement

Spearheaded by Changi Airport Group, the SMILE campaign is part of Changi Airport’s Quality Service Management (QSM) programme, aimed at aligning all organisations in the Changi Airport community towards the goal of providing quality service. This set of service attributes was launched in October 2008 to foster a stronger service culture within the airport community and to motivate the airport staff to go the extra mile in service delivery.

SMILE captures the essence of providing quality service, signifying Smiling, being Motivated and having a positive attitude, being Interested in passengers, Listening to their needs and going the Extra mile.

In addition to the SMILE campaign, Changi Airport Group also works with other airport organisations to reinforce the service culture within Changi Airport via regular training sessions. Outstanding service staff are also rewarded through awards and incentives.

Click here for the latest activities organised by the Quality Service Management team.