At Singapore’s Changi Airport, where 185,000 travellers pass through daily, the concept of the ‘festive season’ takes on a different meaning.
While families gather for reunion dinners, a dedicated team works tirelessly behind the scenes, managing complex operations and providing personalised assistance that embodies Changi Airport’s renowned service excellence.
“I wanted to become a cabin crew, but my mum didn’t allow it,” Rita Ahmad Sanawe recalled.
“I’m the only child and safety cames first.”
That maternal concern 32 years ago led Rita to choose ground service at SATS, a decision that shaped her life’s work.
Her most poignant memory came during the pandemic.
“This departure hall was very quiet. We could even hear a pin drop.
“There was this lady travelling by herself ... We had a small conversation while I was assisting her. When she said she was all alone in Singapore, I understood how she felt,” Rita shared.
Months later, when Singapore reopened, the passenger returned with her family and specifically sought out Rita – a moment that epitomised the human connections she cherishes.
“My daughter is 26, my son is 25. When they were small, they saw how I was always working, and they know that Changi Airport is like their second home.
“They can come here anytime to look for their mum,” said Rita.
“These are passengers with difficult situations, they are not difficult passengers,” said Vikneasvara Perumal, encapsulating his approach to customer service.
With 20 years of airport experience, the last seven at his current company P-Serv, Vik, as he is known, has mastered the art of easing tensions with well-timed humour.
“Normally when I start a conversation, I just don’t greet them. I will put in one or two small little jokes.
“When they have a very bad day or a very tiring flight, some small jokes or a little bit of fun can brighten up their day,” he said.
His interfaith household has given him a unique perspective on festival duties.
“I’m a Hindu, my wife is Catholic. It’s a give and take ... We are living in a multiracial country, so this is a practice, which has been going on for many decades,” shared Vik.
At 27, Duty Terminal Manager at Changi Airport Group (CAG) Goh Wei Long may be relatively new with one-and-a-half years of service, but he demonstrates wisdom beyond his years.
His most challenging yet rewarding experience involved assisting a young German couple with hearing difficulties during a medical emergency.
“This young couple are both hard of hearing and non-verbal. Despite the difficulties, I was able to be there to help reassure both passengers,” Wei Long said.
“A couple of days later, I received news from the couple that they were back safely in their hometown, and also received a personal thank you note appreciating my assistance.
“It was truly heartwarming,” shared Wei Long.
Stacia Lim brings both strength and empathy to her role as a patrol supervisor with Certis.
“To me, it is clear that security cannot be compromised, but that being said, I still believe it is possible to stay firm without being rude,” she explained.
Working night shifts through festivals has become her norm.
“I’m usually on night shift, so spending time with my family would mean that I have to sacrifice my sleep.
“But I feel this is all worthwhile because family time is very important,” Stacia said.
Her psychology background proves invaluable in understanding passenger behaviour.
“I feel like I’m a more empathetic person, especially working at the airport over the years.
“Sometimes when you’re traveling and things don’t go your way, you might panic, you might be frustrated. I try to put myself in their shoes,” she shared.
Together, these four individuals embody the spirit that makes Changi Airport special.
While their roles differ – from customer service to security, from problem-solving to operations management – their dedication to service remains constant.
This Lunar New Year, as families across Asia reunite, they will be at their posts, ensuring countless joyful reunions happen smoothly.
As Vik puts it, reflecting on the rewards of their service: “That particular ‘thank you’ has a million smiles in it.”
It’s these moments of gratitude that make their sacrifices worthwhile, turning missed celebrations into opportunities to help others celebrate theirs.
