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Changi Airport recognises outstanding service and innovation at annual awards
Awardees were chosen for their commitment, initiative and creativity in overcoming challenges, as reflected in passenger feedback.
SINGAPORE. Changi Airport Group (CAG) held its Annual Airport Celebration awards yesterday, celebrating employees and airport partners for their contributions to elevating the passenger experience.
Two new categories, ‘Outstanding Airside Staff’ and ‘Outstanding Airside Team,’ were introduced this year to honour airside workers’ vital role in ensuring efficient and safe operations.
A total of 20 awards were presented across seven categories, with Minister for Transport Chee Hong Tat awarding the top distinctions, ‘Service Personality of the Year’ and ‘Service Partner of the Year.’
Other distinctions include ‘Outstanding Service Staff of the Year,’ ‘Outstanding Custodial Staff of the Year,’ and ‘Outstanding Service Team of the Year.’
Awardees were chosen for their commitment, initiative and creativity in overcoming challenges, as reflected in passenger feedback.
Service that goes the extra mile
The Service Personality of the Year award went to Certis Aviation Security Service Operations Executive Rowena Dorado Aranton, who was lauded for her extraordinary efforts in assisting a distressed passenger travelling with a young child and a friend.
On 23 February 2024, a group from Manila missed their connecting flight to Shanghai after failing to clear immigration and check in before the counters closed, leaving them stranded overnight.
Despite her shift ending, Aranton went beyond her duties, hosting them at her home, providing food and necessities.
When one passenger encountered visa issues and couldn’t board the rebooked flight, Rowena hosted her for several more days, even taking her on tours of Singapore and preparing homecooked meals.
Her dedication and compassion made her a deserving recipient of the award.
Elevating security and passenger experience
The Immigration & Checkpoints Authority (ICA) won the ‘Service Partner of the Year’ award for its commitment to technological efficiency and outstanding service, enhancing the immigration experience for passengers.
Since introducing the New Clearance Concept (NCC) in 2019, ICA has led immigration automation efforts, pioneering the world’s first automated Special Assistance Lanes for wheelchair users and families of up to four.
Last year, ICA achieved full immigration automation, enabling all passengers to use automated lanes without prior enrollment.
Its latest innovation is the passport-less clearance at Changi Airport, which simplifies the processing for residents and departing foreign visitors, cutting clearance times.
With digitisation and automation reshaping passenger engagement, ICA partnered with CAG to enhance service standards. Under NCC, they refined processes and conducted ground walks to ensure a smooth transition for travellers.
Breaking barriers for a seamless journey
Changi Airport reinforced its commitment to providing a stress-free and inclusive travel experience through various initiatives. These include CARE@Changi, which supports passengers with both visible and invisible needs, including autism, dementia and anxiety disorders.
To further assist neurodivergent travellers, a dedicated facility called the Calm Room will open in Terminal 2 later this year, with plans for expansion to other terminals. Designed as a quiet retreat, it will feature nature-inspired visuals and a relaxing soundtrack, offering passengers and their care-givers a quiet space away from the airport’s busy environment.
In addition, around 200 airport staff from various agencies have trained as Changi Care Ambassadors. Through workshops and role-playing exercises simulating disabilities, they develop the skills and empathy needed to support passengers with special needs and their caregivers, promoting accessible travel.
To enhance the airport experience, CAG has a team of 100 Changi Service Ambassadors, including retirees, students and long-term pass holders. They assist passengers and share their enthusiasm for Changi, creating a welcoming environment.
Deployed at key touchpoints, they offer guidance, lead tours of the Butterfly Garden and Dreamscape, and entertain travellers with ukulele performances. CAG plans to expand the programme to 500 ambassadors in the coming years.
Complete list of winners:
Service Partner of the Year: Immigration & Checkpoints Authority
Service Personality of the Year: Rowena Dorado Aranton, Certis CISCO Aviation Security Pte Ltd Service Operations Executive
Outstanding Service Staff (Gold): Muhammad Nurfaiz Bin Abdul Halim, P-Serv Pte Ltd Changi Experience Executive
Outstanding Service Staff (Silver): Nurliza Binte Abdullah, Immigration and Checkpoints Authority Sergeant 3; Nwe Ni Win dnata Singapore Pte Ltd Customer Service Agent
Outstanding Service Staff (Bronze): Cepillo John Eric Atienza, Changi Experience Executive P-Serv Pte Ltd; Han Jun Stephen, Certis CISCO Aviation Security Pte Ltd Experience Executive; Tan Chuan Jia (Cheryl), Shilla Travel Retail Pte Ltd Junior Sales Associate
Outstanding Custodial Staff (Gold): Ester Yuliana, ISS Facility Services Pte Ltd Housekeeping Officer
Outstanding Custodial Staff (Silver): Lionel Chuang King Lee, Woodlands Transport Service Pte Ltd Customer Service Officer; Zainal Bin MD Ali, Smarte Carte (S) Pte Ltd Taxi Coordination Officer
Outstanding Custodial Staff (Bronze): Tan Boon Leng (Leo), Smarte Carte (S) Pte Ltd Taxi Coordination Officer
Outstanding Service Team: Manjit Kaur D/o Preter Singh, Certis CISCO Aviation Security Pte Ltd Service Operations Executive; Haresh S/O Chandran, Certis CISCO Aviation Security Pte Ltd Service Operations Executive; Jesvinder Kaur A/P Gurdip Singh, P-Serv Pte Ltd Changi Experience Ambassador; Narosha Athiyaththan, P-Serv Pte Ltd Changi Experience Ambassador; Chu Quang Minh (Clark), P-Serv Pte Ltd Changi Experience Ambassador; Siti Nurjannah Binte Abdul Karim (Jannah), P-Serv Pte Ltd Changi Experience Manager; Vikneasvara S/O Perumal (Vik), P-Serv Pte Ltd Changi Experience Executive; Robert Lynn Jackson, Smarte Carte (S) Pte Ltd Customer Service Officer; Managuelod Camilo II Guzman, Smarte Carte (S) Pte Ltd Operations Manager; Tan Guan Cheng Julie, P-Serv Pte Ltd Changi Experience Ambassador; Barutu Jamie Yusi, P-Serv Pte Ltd Changi Experience Ambassador; and Kwok Jun Qi (Jeremy), Changi Airport Group Duty Terminal Manager
Outstanding Airside Staff of the Year: Mohammed Rais Bin Ali, SIA Engineering Company Limited Engineering Supervisor
Outstanding Airside Team of the Year: Ong Ai Bin, SIA Engineering Company Limited Contract Certifying Technician; Quek Han Chong, SIA Engineering Company Limited Lead Technician; Jason Teng, Changi Airport Group Airside Duty Officer; Benedict Tan Wei Kang, Changi Airport Group Airside Duty Officer; Eva Emelia, GTRSG Pte Ltd Duty Manager, Ramp Services; Sanggar A/L Perumal, Certis CISCO Aviation Security Pte Ltd Auxiliary Police Officer; Lee Chee Khun, Asia-Pacific Star Pte Ltd Duty Manager; and Narinder Singh Rejit Singh, Asia-Pacific Star Pte Ltd Ramp Specialist 
