Mr Liew Mun Leong, Chairman of Changi Airport Group
Mr Lee Seow Hiang, CEO of Changi Airport Group
Ladies and Gentlemen
Good evening. I am pleased to be here this evening and be a part of Changi’s Annual Airport Celebration.
2010 in Review
2 2010 had been a good year for the aviation industry. Global passenger traffic rose in tandem with improving economic conditions, and airlines worldwide reported better bottom lines not seen for many years.
3 Changi Airport also enjoyed its best showings in its history. In terms of passenger traffic, Changi handled a record number of passenger movements, surpassing the key milestone of 40 million for the first time. This sterling result can be attributed to a number of factors - a stronger economy, the liberalization of air services, especially between Singapore and Malaysia, the opening of the two integrated resorts that boosted tourist arrivals, and Singapore’s hosting of a number of global events such as the inaugural Youth Olympic Games and the Formula 1 Night Race. Supported by the excellent infrastructure at the three terminals as well as the expanded Budget Terminal, which boasts a total capacity of 73 million passengers per annum, and having actively engaged airlines to increase flights to Singapore, Changi was able to reap the benefits of the upturn in air traffic.
4 I am also happy to note that Changi Airport continues to be well regarded by air travelers and members of the aviation industry. In 2010, Changi Airport added a further 25 best airport awards to its already impressive list of over 340 awards since its opening in 1981. Awards won last year include the prestigious ‘Best Airport in the World’ award from leading UK travel publication ‘Business Traveller’, which Changi has won for 23 consecutive years, Skytrax’s ‘World's Best Airport’ award, and the ‘Best International Airport Award’ from Condé Nast Traveler. These awards reinforce Changi’s reputation as the world’s “Most Awarded” airport, and one that Singaporeans can truly be proud of.
Service Transformation – Becoming more Customer Centric
5 While efficiency, safety and security are essential pillars of a world-class airport, service excellence will continue to be a hallmark of the Changi Experience. This is evidenced by Changi Airport’s improved score of 73.7 points in the 2010 Customer Satisfaction Index of Singapore, which is above the average of 68.7 points for the transportation and logistics industry. Changi’s sustained and meticulous attention to its customers’ needs continues to bear fruit.
6 While this good score reaffirms that Changi is on the right track, we should not rest on our laurels, but continue to raise the bar. I am pleased to note that Changi Airport Group, or CAG, took a big step to enhance the Changi Experience when it embarked on the Customer-Centric Initiative, or CCI, journey, as one of four service excellence icons in Singapore. CAG has since introduced a number of innovative service enhancement projects to create a personalised, stress-free and positively surprising Changi experience. These include the iChangi initiative, which allows individuals to access information on flights, retail and dining options and airport facilities and services through mobile platforms such as iPhones and iPads and interactive kiosks located around Changi’s terminals, and the Care@Changi initiative, where passengers with special needs, such as expectant mothers, passengers travelling with infants and those with mobility difficulties, will receive priority service at selected touch points.
7 Indeed, the task of raising customer service levels is a particularly challenging one for Changi Airport. Many of the services which passengers at Changi enjoy are the result of a close-knit partnership CAG has with a multitude of government agencies, airlines, ground handling agents, commercial entities and other service providers – all working hand-in-hand to create a hassle-free and memorable experience for airport visitors.
8 To provide everyone with a sense of the magnitude of this task: CAG, the airport operator, employs about 1,300 staff. But the airport community, which provides many of the essential services and facilities, has a total workforce of over 28,000. Collaborating with over 200 companies and agencies, and coordinating the efforts of tens of thousands of “Changi Ambassadors” to deliver a single, consistent Changi Experience to all customers is no easy task. Your challenge is aptly summarised by the tagline “Many partners, many missions, One Changi”.
9 Today, we celebrate the achievements of Changi’s customer service heroes and heroines – the 18 winners of this year’s Changi Airport Service Awards. Though you come from diverse backgrounds, through your exemplary acts of service, each of you has helped to deliver an airport experience that has left a positive and lasting impression on your customers. I congratulate you on your well deserved awards. And to the Changi Airport community, I would like to say a big thank you for your tireless efforts in helping Changi to maintain its status as the world’s best airport.
Key Milestones in Singapore’s Aviation History
10 This year’s Annual Airport Celebration also presents a befitting occasion to commemorate two significant milestones in Singapore’s aviation history. In 1911, an aircraft piloted by Mr. Joseph Christiaens made a demonstration flight at the old race course (now Farrer Park). Though seemingly insignificant at that time, this event marked the birth of civil aviation in Singapore, and this year, we celebrate the first centennial of civil aviation in Singapore.
11 Coincidentally, 2011 is also the year in which we celebrate Changi Airport’s 30th Anniversary. When Terminal 1 opened its doors in 1981, it served 8.1 million passengers. In the space of 30 years, Changi’s traffic has increased fivefold. Indeed, Changi has grown to become more than just a gateway into Singapore – it is now also a major gateway to Asia, and one of the world’s busiest international airports.
Looking Ahead
12 Looking ahead, 2011 looks set to be another exciting year, and Changi is well positioned for continued growth and to further strengthen its status as a premier air hub. I am confident that with the collective leadership of Changi Airport Group and its airport partners, and the commitment of an engaged and enthusiastic workforce, Changi Airport will continue to prosper and scale even greater heights.
13 Thank you and have a pleasant evening.
