From free phones to movies, airport sets bar for passenger comfort

Posted 05/10/2011

Passenger amenity-rich Singapore’s Changi Airport is increasingly becoming the place to be for travelers anywhere when your plane is delayed or you have a long layover. It’s a model for how other airports can help passengers forget they are waiting, experts say.

Could it also be the airport of the future?

“At Changi Airport, the standard for amenities and service is set at a high-level and is clearly favored by discerning travelers from all over the globe,” said a public relations spokesperson.

Not only are new services being added regularly, but current options for things to do include:

Since its opening in 1981, the airport has made its mark in the aviation industry as a benchmark for service excellence, winning over 360 awards since then, including 27 “Best” awards in 2009 alone.

The airport features what is known as a “SWIFT” service to receive real-time feedback from customers. SWIFT allows agencies and tenants at Changi to receive feedback at key points such as check-in and information counters. Passengers use an interactive touch-screen device to rate various services, allowing for immediate service follow-ups.

“While complaints typically account for the larger proportion of feedback received by organizations, the instant ratings system also allows for feedback on areas where Changi has performed well, too,” said the pr spokesperson.

The second part of SWIFT is e-Inspection, which helps create a timely response to problem areas. Users of the airport can report dirty washrooms where there is no toilet paper, for example, with smart phones so supervisor can immediately correct any problems.

Will other airports follow?

“This can certainly be applied to other airports but Changi Airport Group owns the intellectual property rights for SWIFT. We cannot rule out the possibility that other airports might emulate this initiative,” said the spokesperson.

By David Wilkening

 

 

Originally published 5 Oct 2011 at: http://rss.feedsportal.com/c/398/f/5923/s/19092e95/l/0L0Stravelmole0N0Cstories0C11496420Bphp0Dmpnlog0F1/story01.htm