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Managing Quality Service in an International Air Hub – The Changi Airport Experience
Authors: Mun Leong Liew (Changi Airport Group, Singapore)
The aviation industry is experiencing a huge boom as a result of the need for increased connectivity and globalisation. Improved affordability of air travel due to the entry of low-cost carriers, increasing wealth of middle-income consumers, and rising interest in tourism among the younger generation have also contributed to the strong growth prospects of the industry.
In aviation parlance, an air hub is an important transport strategy to move passengers from one part of the world to another. At the same time, an air hub is a very complex public infrastructure to design, build and operate, especially given that passengers are now more demanding of the levels of service that an airport can provide. It has to be efficient, safe, convenient and comfortable (especially for passengers with long transfer times). An air hub must also provide a good spread of F&B, retail and entertainment offerings in order to be attractive to passengers.
In addition to designing an efficient “system of systems”, an air hub must also have the people, processes and discipline in place to deliver first-class service to the travelling public. This presentation will discuss how Changi Airport has been able to consistently deliver the “Changi Experience”, which has allowed it to become one of top air hubs (7th busiest in terms of international passengers), as well as the most awarded airport in the world (600 Best Airport awards).