Singapore’s Changi airport has dominated the ‘World’s Best Airport’ rankings for two decades. The airport won its first award in 1988 and has won over 500 more in the three decades since. Now, following a recent survey by flight delay compensation company AirHelp, Changi has another award for its collection. So what is its secret?
The airport’s unrivalled facilities undoubtedly distinguish Changi from other major international hubs. With its rooftop swimming pool, indoor waterfall, gardens, huge choice of shops and restaurants, and even its own shopping channel, Changi offers passengers an alternative to the bland and characterless environment found in so many other airports across the world.
However, Changi also came top of the pile for its quality of service – including at check-in and security - just ahead of Munich and Hong Kong airports.
It has achieved this through a commitment to consistent service standards across all airport employees, from check-in staff to sales assistants, backed up by continuous investment in learning and development and a comprehensive recognition and reward scheme.
MSB’s origins lie in the aviation industry, and 30 years later we still work with many of the world’s best airlines and airports to help them deliver an outstanding customer experience on the ground and in the air.
For more insight on MSB’s aviation experience, please visit our new website – www.msbconsultancy.com