Annex Service Personality of the Year. Mr Soon Sie Beng, Passenger Services Assistant (dnata)

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1 2012 Service Personality of the Year Annex Mr Soon Sie Beng, Passenger Services Assistant (dnata) flown all the way from Greece and had no one to turn to for help. Ben empathised with her and sought to find flight options to Darwin. As the next available flight was too costly for Mrs Kalliopi, Ben helped to book her on a cheaper flight; but this would only depart three days later. He even paid for the ticket out of his own pocket. As Mrs Kalliopi had no accommodation while in Singapore, Ben offered to let her stay in his rented apartment. He also contacted her children to seek their consent for his accommodation offer, and provided them with an update of their mother s situation. Mr Soon Sie Beng, 25, is a Passenger Services Assistant with dnata. He works at the Lost & Found counter located at Changi Airport s Arrival/ Transit Halls. Affectionately known as Ben among his colleagues, his primary duty is to help passengers trace their lost luggage and manage mishandled baggage. Ben was working on his evening shift at around midnight on 4 October 2012, when he spotted an elderly passenger sitting alone at the Terminal 1 Lost & Found counter. As the passenger looked helpless, Ben approached the 80 year-old woman, Mrs Cotis Kalliopi, to enquire if she needed assistance. Mrs Kalliopi spoke very little English but managed to explain that she had missed her connecting flight home to Darwin as she did not manage to board an earlier flight from Dubai. She had As Ben was off-duty for the next two days, he brought Mrs Kalliopi on a sight-seeing tour and some window-shopping at Tampines Mall and Serangoon Road with two other colleagues for a glimpse of Singapore s heartlands. On the day of Mrs Kalliopi s flight to Darwin, Ben brought her to Changi Airport for a meal and assisted her with early check-in. Concerned about her well-being, Ben gave his mobile number to Mrs Kalliopi and pointed out the various areas within the transit area that she could seek assistance from. As an added touch, Ben also called Mrs Kalliopi s son in Darwin to update him with details of her flight. To ensure that she did not miss her flight, Ben also contacted his colleagues who were on duty at the gatehold room to look out for her. Ben subsequently received a text message from Mrs Kalliopi s son who thanked him for his help. Mrs Kalliopi and her son remain in touch with Ben via telephone calls and text messages.

2 Service Partner of the Year Immigration & Checkpoints Authority, Airport Command cross-deployment in various job functions for greater exposure and education sponsorships for career advancement opportunities. Only experienced and competent officers with the right service attitude are posted to Changi Airport. This year, as it celebrates Changi Airport s achievements and rewards outstanding individuals who have demonstrated exemplary service, Changi Airport Group (CAG) is also honouring, for the first time, an airport partner with the Service Partner of the Year award. This award recognises the efforts by an airport partner which constantly develops and motivates its employees in delivering excellent service to its customers. The Immigration & Checkpoints Authority of Singapore (ICA), Airport Command, is the deserving winner of the inaugural Service Partner of the Year award. ICA Airport Command has done exceptionally well in terms of service excellence. In the 2012 Airport Service Quality survey by the Airports Council International, the representative body of airports worldwide, ICA Airport Command topped the global ranking in Courtesy and Helpfulness. The team also garnered over 200 compliments last year and they have one of the highest number of compliments received across all Changi Airport partners. The team s achievements certainly did not happen by chance. ICA has in place a structured and comprehensive staff training and development programme including The organisation also uses Changi Airport s annual employee satisfaction surveys, implemented since 2011, to better understand employee sentiments. The survey has helped ICA to address some of its officers concerns and as a result, there was an improvement of five percentage points in its latest employee satisfaction score. ICA Airport Command is also an active supporter of CAG s customer service initiatives. In November 2012, CAG, together with Scoot and Tiger Airways and their ground handling agent, launched the Changi Connects service, targeted at passengers transferring at Changi Airport. ICA officers at the Arrival Immigration will spot and direct eligible passengers connecting between the participating airlines to the designated transfer counter. This spares many passengers the hassle of having to collect their checked-in luggage and to recheck-in again. In addition, in anticipation of travel peak periods, ICA Airport Command deploys additional manpower for all its checkpoints at Changi Airport to ensure that there is no lapse in service levels with the larger volume of passengers passing through immigration. When the Budget Terminal (BT) was closed in September last year, and airlines operating at BT moved their operations to Terminal 2, ICA Airport Command played a significant role in preparing and ensuring a smooth crossover.

3 Outstanding Service Provider (Gold) Ms Ira May Famador, former Changi Experience Executive, People Advantage* Mr Anino was treated and put under observation for two hours. During this time, Ira took the initiative to contact Mr Anino s family members in Manila to update him on his condition. However, they were not contactable. Ira also went to the airline office to update them about his condition and to secure his air tickets on another flight the next day. At about pm, Ira went back to the clinic to check on Mr Anino. She assisted the nurse in helping Mr Anino get changed, as he was drenched in perspiration. Unfortunately, Mr Anino s condition did not improve and he had to be sent to Changi General Hospital for further treatment. Furthermore, Mr Anino was unable to pay for the medical bills as he had limited cash on him. Ira managed to contact Mr Anino s agent in Singapore who helped to settle his medical bills. On 21 December 2012 at about 9.30pm, Changi Experience Executive, Ms Ira May Famador, was approached by an airline staff member to attend to a passenger, Mr Leoncio Anino, who was shivering and perspiring profusely prior to checking-in for his flight to Manila. He had arrived from Brazil and was travelling home to the Philippines for the Christmas holidays. As he was unwell and too weak to walk, he was not fit to travel. Ira accompanied Mr Anino and wheeled him to the airport s clinic to seek medical attention. As Mr Anino spoke minimal English, Ira offered to be the translator between the attending doctor and Mr Anino. She conversed with Mr Anino in Visayan, his native dialect. Mr Anino was hospitalised. On 23 December, Ira finally managed to get in touch with Mr Anino s wife to inform her about his condition and reassured her that he was in good hands. On Christmas Eve, Ira visited Mr Anino in hospital to keep him company, bearing food and fruits as Christmas gifts. She also provided probably the most valuable gift of all the opportunity to speak to his loved ones in the Philippines, through a phone-call to the family. During the call, Ira saw Mr Anino smile for the first time as he spoke to his family. The Anino family was immensely grateful to Ira for her efforts. *Ira continues to serve passengers at Changi Airport with her warm service as a Service Operations Executive with Certis CISCO Aviation Security.

4 Outstanding Custodial Staff (Gold) Mr Roslie Bin Abdul Bakar, Housekeeping Supervisor, Campaign Complete Cleaning Solutions Mr Roslie Bin Abdul Bakar, 44, has been working with Campaign Complete Solutions Pte Ltd for the past 12 years, where he supervises the polishing of Changi Airport s marble flooring. On 2 October 2012 at about am, Roslie was polishing the floor at Terminal 3 Departure Hall. When he went out to the kerbside to take a break, he found a black pouch on the floor. He looked around to see if someone had left it behind, but saw nobody around him. Out of curiosity, he opened the pouch and found a thick stack of foreign currencies consisting of US Dollars and Vietnamese Dong, as well as two mobile phones. Without any hesitation, he quickly brought the pouch with the items to the airport s information counter. Just when the Customer Service Officer (CSO) completed the lost and found report, one of the mobile phones rang. The CSO answered the call and the owner was very relieved that the items were in good hands. Subsequently, the CSO passed the items to the owner, a passenger who had already checked in, and who was then waiting for his flight in the Departure Transit Mall. This act of honesty has made Roslie an excellent role model among the support and maintenance teams at Changi Airport. For this, he is a deserving winner of the Outstanding Custodial Staff (Gold) award.

5 Outstanding Service Team Priya Sures, David Wu Tong Xin, Barry Yang Yun Bo, Olga Krush, Ira Famador (Changi Experience Agents) and arranged for the cricket team to rest for the night at the Changi Aviation Gallery in Terminal 2, and coordinated efforts to provide the entire team with basic needs such as food, bottled water and blankets. On 23 December 2012, a group of 10 adolescents from The Cavalier Cricket Team of Sri Lanka was stranded at Changi Airport after missing their flight to Colombo due to a delay in Johor Bahru. Anxious and helpless, Ms Mangala, the mother of one of the players, approached Changi Experience Agent (CEA), Ms Priya Sures for assistance. Determined to help the group resolve its predicament, Priya sought the help of her colleagues Ms Olga Krush, Mr David Wu, Mr Barry Yang and Ms Ira Famador to search for alternative flights. Unfortunately, the flights were either fully booked for the night or fares were above the group s budget. After many futile attempts at contacting various parties for help, the CEAs managed to get in touch with the tournament organiser in Malaysia, Mr Suresh, to assist with the flight booking for the cricket team. However, he needed some time to make the arrangements. As the earliest flight to Colombo would depart only the next day, the team had to spend the night in Singapore. Unfortunately, the group did not have sufficient funds to check into a hotel. Instead of having them wait in the Terminal 2 Departure Hall, the CEAs sought approval The CEAs then called Mr Suresh to follow up. He told the CEAs that he could only purchase tickets for travel on 25 December as the airline s website only allowed booking for flights departing at least 24 hours ahead. In addition, he needed the passport details of all the 13 passengers before he could proceed to book the tickets. The CEAs worked quickly as a team to obtain all the passenger details and ed it to him and even suggested a website where he could book the cheapest flight. With the assistance rendered by the CEAs, Mr Suresh managed to confirm the flight bookings quickly. At the end of their shift at midnight, to ensure that the cricket team was well looked-after, the CEAs informed their colleagues on the next shift of the situation. During the night, the airport s Duty Terminal Managers also checked on the passengers. The following day, CEA Priya continued to drop by the Aviation Gallery to ensure that the passengers were doing fine. On Christmas Day, the cricket team was finally able to depart. After assisting the cricket team with their flight check-in, CEA Priya and Barry took the initiative to show the group around the terminal and had lunch with them. They were immensely grateful to the CEAs for the assistance rendered.