Changi Airport Group
Reviews and Complaints

I have earlier lodged a complain with Changi Airport with case number # [protected] on 8th October 2019. The reply I received is that Changi Airport will perform their internal investigation and get back to me within 7 working days. It's been almost a month after I first lodged the first complain but I have not received any reply on the case number # [protected]. I don't see any sincerity from the Airport authorities to look into or investigate this case. Please can you respond to the case? Thanks.

The initial case filed is as follows:

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I have a complaint against a very rude and disrespectful Certis security personnel / auxiliary police at Changi Airport.

I had flown from London arriving in Singapore Changi Airport Terminal 1 on 26th September 2019 at approximately 16:05 hours on flight BA0011. After leaving the departure hall, I realized I had forgotten to pick up another piece of luggage with luggage tag #BA217935.

Being anxious for missing a luggage, and realizing that passengers are normally not allowed to re-enter the arrival hall after they have exited, I wanted to ask the security personnel who was seated at the exit what I should do, or how can I retrieve my luggage at the carousel.

Before I could ask the security personnel anything, he shouted multiple times at the top of his lungs "OUT! OUT! OUT! GET OUT!". All airport guests and other passengers around me looked stunned as well. This is not just embarrassing but degrading! I find this attitude totally unacceptable. What kind of service is this? I was utterly shocked by the rude and disrespectful attitude of the man! I speak in a better manner to my dogs than this!

Singapore can have the best, most advanced and modern airport in this region. But, what use is it if the service and the staff provide the worst service? The least the Certis security personnel could have said or done is to tell me "Sir, I'm sorry you are not allowed to enter this area as it is restricted. Please proceed to the information counter and they will assist you". I seriously do not expect such rude and disrespectful behavior from the airport staff! Does this security personnel not realize we the passengers pay airport taxes to provide him the job opportunity to work at the airport? Does he not realize passengers indirectly pay for his salary? Who is he to talk so rudely to passengers who just wanted to inquire and get help? This is totally not acceptable! Below are pictures of that particular staff who shouted at me.

Hi
I am writing to feedback on 2 things during the 720 am flight on Nov 2, Terminal 1 C19 gate for Jetstar 3K683

Feedback is on the security check before boarding the plane

1. My hand cream Nivea bloom of 50 ML disappeared after my haversack pass through the scanner. I didn't realise it until I reach KL and wanted to apply some hand cream

the security officer at the bags check earlier had asked whose bag was this and he was holding my water bottle with just some water inside - I drank the water there on the spot anyway

What I'm not happy with is that under Aviation Law, passengers are allowed to bring hand cream, moisturisers etc as long as it is 50ml and below.
I've actually travelled to many countries airports with this hand cream of 50 ml with no issues

It's not a new hand cream I've actually used it
Hence would like to understand why the security officer actually removed it without even informing me

2. The other thing is that the way the first security officer communicated to me to stand in the scanner machine - I felt he was being very aggressive and unnecessarily loud.

As I was wearing an amulet and gold chain the machine provable detected something and he had to do a body search. During the body search I tried to show him my chain but again he brushed it off and just ask me to lift my hands in a position similar to the one in the machine and not horizontally across in a wide arm stance

After the search finished he didn't find anything and he step up to me and asked me "other than the chain nothing rite". I feel his body language the way step forward so near to my face was very aggressive and "confrontational". Wonder is this how security officers are being trained to talk to passengers?

Anyway during the body search the officer who was handling the bags then yelled whose bag was this.

After the body search I went to collect my bag and later realise my 50 ML hand cream of which I already used half or most of it was missing

Would like to escalate this 2 points to the authorities and management to investigate and to improve on the customer journey and customer service aspect

Also would like to understand why is my hand cream or < 50 ml being removed when I have travelled to a few countries with the same hand cream without any issues

Brandon
Mobile [protected]

We arrived at Changi Airport terminal 1 at 7:45 on Friday 1 Nov 2019. We proceeded to the taxi stand and waited in line until we reached the front of the que. The staff from Certis Cisco were not managing the taxi flow and as I wanted to pay with a card, the gentleman rudely asks me "to step aside". I complained and he continued to be rude with me. I mentioned that I was going to complain and he reverted that I can complain as much as I want. Again quote aggressive. I don't feel comfortable with this staff at T1. We never experience this at T2 and T3. Changi needs to decide if this is the image they want to portray of SINGAPORE to tourists arriving.

To Whom it may concern

On 31 Oct 2019, 6.50am, my father, Mr Lee Lai Song, fell down at terminal 1 restroom entrance. The restroom is near the lift on the 1st floor and near a store called Ma Mum to-go. Upon our inspection, the cause of his fall was due to a wet puddle caused by a leaky water dispenser outside the restroom. Furthermore, no caution wet sign was put up to warn anyone about the wet floor. After my father's fall, the cleaning staff immediately cleaned off my father's blood and the water puddle away. We believed that they should have preserve the scene, take photos of the scene and not cleaned it up immediately. Customer Service airport staff, and Customer Service Supervisor, Mohammad Zaki and Germaine respectively, helped to assist my father.
My father, aged 69 years old, has suffered a 8 x 0.5cm laceration on his left forearm and was treated at Raffles Medical and was billed $396.25. We believe his fall was cause by the negligence of the restroom cleaning staff for failing to notice a wet puddle outside the restroom. We want Changi Airport to compensate us of my father's medical bill of $396.25 and my father's lost wages of $275. My father is not represented by a legal representative and I am writing this demand letter in good faith, in hope of settling my claim amicably and without the need for litigation. Please get back to us as soon as possible.

Ps: we have also submitted a hard copy of this at T3 level 1, arrival to a lady named Amira at the customer service counter on 31 Oct 2019 at 3.09pm

I came in to the gate quite late and Cisco staff named Dicky (or Ricky) was attending the xray scanner machine on the right hand side.
I was carrying with me several bags and plastic bags containing foods. I was trying to set the bags on the tray gently but he impatiently just pushed away the plastic bags caused the food to spill. I was telling him to be careful because they are food (and very obvious since these are a transparent and clear plastic.
He was replying bag to me "So how do you want me to do it?" I was telling him, at least just set it down carefully and gently, no need to push away (and show him what to do), this is a common sense.
He was saying, many people behind me and I must move fast, and keep talk back non stop until one of the staff was telling him to stop talking back.
He was the rudest staff I ever faced and doesn't show any hospitality nor shows the face of Changi!
I am a SQ gold member and a frequent traveller and really pissed of for his action and spilled the foods I purposely try to carry home for my family.
I demand an explanation and action for this!
You can reach me out at [protected]@gmail.com

October 28, 2019 (public holiday - Deepavali)
Around 12.30pm.
Terminal 2, departure gate

1. After clearing the automated gate, there was a queue in front of me (about 5 ahead of me).
2. I was distracted by the passenger trying to clear the automated gate, without realising the queue has been cleared by the female (senior) guard checking the passport (barely two minutes).
3. When I turned back to check the queue status, all the passengers had cleared, and the female guard made a sarcastic remark "how long do you want to see? I got a long queue today".
4. All it takes is for the female guard to say "next please or please move forward". Instead, I received unnecessary remarks when the guard saw my Singapore passport.

I'm not naming the female guard as I understand they are short-handed on a public holiday. In addition, we are talking about someone's livelihood. However, I feel proper training can be provided. On a normal day, I noticed there's a younger supervisor around but not today. In the past, there was a senior male guard who guards the automated gate, with an inpatient tone with foreign travellers from developing countries.

I travel every month, passing by T2 for my regular route. This is not a one-off feedback but based on my observations for a period of time.

I was almost tripped by uneven floor tile when walking towards column fronting Row 7 departure hall in Terminal 3. The dark clolour tile (see photo 2nd from railing) is higher (the side facing Public phone) than other tiles. Though that was a design so check other side of the column and that's not the case

Quite amaze to be tripped in World No. 1 airport.

It's just happened at an immigration control counter in Terminal 4 around 9.30am of Thursday 24 October 2019.

I am a foreign student studying in a university in Singapore and have a student ID card. I've just come back from visiting my hometown during my semester break.

Since it is my first time arriving this country with a student card, I don't realize that I can use an automatic machine without going to immigration counter. When I went to the counter and showed the officer my student card, he scolded at me so loudly "don't you know you can use automatic machine? why don't you read the regulation carefully?" He repeated that twice or three times and everybody there looked at me.

I don't deny that it could be my mistake, but why can't that officer tell me in the polite way. It is so easy just to ask me to go to the automatic machine without shouting at me. I cannot remember his name, yet just remember that he was a man at around 40-50 years old with eye glasses sitting at the nearest counter to the automatic machines.

I always appreciate the service at Changi Airport, but the situation today absolutely changed my attitude.

Please teach your officer to have more service mind.

Thanks

Dear Sir/Madam, Greetings!
We traveled from Singapore to Trichirappalli via Chennai. We took Indigo airlines on 4th Oct 2019 early morning 5.40 AM flight due to urgency as my father in law had passed away. So that we didn't bring any check-in luggage since we were in rush to attend the funeral.

During check-in, the staff said that one of the hand carry luggage is beyond the size limit. But we explained that we bring many times as a hand carry. When asking the question when the rule is implemented, one female staff replied to consider from today. After some arguments, he allowed to take this bag without anything inside which was very strange.
In the worst part was, during security check in also, they caught us for the same issue. Though explained, they never listened, later we came to know that they didn't allow because the flight was full.

Even they threatened to call the police and they didn't mind our situation and explanations. We have never met this kind of bad situation so far in Singapore while have been here more than 15 years.

Finally they achieved it, they kept the EMPTY bag as check-in luggage, but no humanity in their activities. We didn't want to discuss further with the staffs. If any issues it will affect our schedule, my husband is the only son to do all the rituals for my father in law.

This was the first time to face very rude customer service in Changi Airport, Terminal 2 . Please assist to advise the staff to consider the customers situation. We prefer not to take INDIGO airlines (SINGAPORE TO CHENNAI) again. Thank You!

Kindly do the necessary action.

I have seen a couple of times people complaining about the damaged bags at Changi Airport.
I myself experienced recently of the above. My husband got the handle broken after receiving the bag..
And myself got the bag's wheel broken after getting my bag.
And I have seen the staff at the airport throwing our bags without care. Such disgusting service.

Hi,
I am flying to Trichy through scoot on
10-10-19 at 10:55pm flight. While having security checking a girl asked me return their token pass of my laptop. I gave the token pass along with my passport. She didn't need the passport it seems. She just through the passport on my laptop instead of giving to me in my hand. It's not courteous. If I through the token pass Will the security personal would accept it? I don't know her name. But I have her photos. Here with, I have enclosed those photos.
Regards,
Herbert Raj
TR 566 Singapore - Trichy, Scoot Airline

Recently I was on transit from Heathrow via Changi T2 airport to Brunei.
I had brought with me a bottle of whiskey that I bought from Heathrow duty free shop. It was properly sealed with tamper proof plastic bag but was not transparent. Because it was not transparent when I try to check through the boarding security, I was told I could not bring it on board. I told the security that I bought it in a duty free shop in heathrow and had the receipt to show for it. Eventually I had to abandon my alcohol. My understanding was that if bottle alcohol was sealed in a tamperproof duty free shop I can bring it through. Can you clarify for me what is the standard if I am on transit and what dutyfree products I can bring through during transit.

Maybe it's just me, but the fragrance used in the toilets (T1, 2, 3) is either too intense or it's the smell itself, but it causes me nausea and makes me lightheaded. I go to the airport every month or so to receive/send someone, or to travel. Invariable, I either board my flight a little woozy, or arrive fine and get woozy. Is there anything that can be done?

1 Oct 2019, 9:15pm
After dinner with my friend at Jewel, I booked GRAB home.
While walking from Jewel to the nearest taxi stand, which is Terminal 1 taxi stand, i could not see any signage for arrival pick up point. Hence, I was heading towards taxi stand. When I reached taxi stand, I realised that this is for those who want to queue for the taxi, not for the Grab Booking. But I am not too sure where is the pick up point for my GRAB. I approached to a Malay lady (plump, with specs, in uniform) who was standing at another exit. She is not the one coordinating for the taxi service, she just stood there. I asked her: Is this the exit for GRAB? (showed my booking). She shouted: GO UP AND TURN RIGHT! HERE IS FOR TAXI, SIGNAGE GOT WRITE! HERE IS FOR TAXI! TAXI!
I remember clearly that there is no one around me and there is no reason for her to raise her voice and shout at me. Imagine if this is my first time visit Singapore and this kind of service was given to me once I touched down in Changi Airport, such a bad impression and experience! Is this the service an airport staff who is working at the front line should have when someone has simple enquiry and needs guidance?
At that moment I was shocked and did not take note of her name. I followed her instruction GO UP AND TURN RIGHT! While walking up from taxi stand, then I am able to see the signage to Arrival Pick Up. i double confirmed again, for the direction from Jewel to taxi stand, there is no way we can see the signage. We can only see the signage from the direction from taxi stand up back to Jewel.
As one of the TOP and BEST airport in the world, is this the service and standard you should have? I believe that I am not the only one who misled by this unclear signage, this may be the reason why the staff was so annoyed by my simple question.
Even though the staff may listen to the same question over and over again for the day, as a service staff, you should not raise your voice when answering question. This is so rude and unprofessional. I got scolded for nothing and this is caused by the unclear signage?!
I was quite happy with the dinner I had at Jewel and would like to end my day happily, just because of this, my night was ruined.

I hope the management will look into this signage matter as soon as possible and ensure the frontline staff have the basic manner and be professional.
Changi Airport is one of my favourite place to have meals with my friends and family. I hope that there is some changes done to solve this issues and I wish that such a bad experience will not happen to me again.

Thank you for your time and attention.

Regards,
CL

Some of the staff are very rude. One( Indian lady) even scolded me saying my ic is stained so cannot be used. However, the other staff did not mention anything previously. I had no problem when i brought my ic to ICA and police station too.
Another incident happening on 1oct around 845am, a Chinese lady staff scolded me. I was standing at the return side to return my pass. I was using my earphone as I was checking on my child at home who was sick., so when i did not respond she scolded me and her colleague a short malay lady shot me a disgusted look. I told them i stood at the right lane the return pass.
I m truly dissatisfied with the service provided by frontline officers from Certis Cisco at terminal 1 pass office. As Changi has a reputable image, why is still staff who r rude and prefer to humiliate me in front of others still exist? I really hope sth ir advice could be given to these staff.. thanks

My husband and I were boarding the plane from gate D46 to board BA12 from Singapore to London Heathrow. This was on the 16th of September 2019. I am a one world Emerald card holder and clock around 150000 air miles per year. As we entered security, I went to get a box to put my things in. I had a laptop, an iPad and several other stuff that I had to put as well as had to take my shoes off. The gentleman at the security - whose name I found out later to be Dinesh - was extremely rude on asking for a box and accused me of jumping the queue which I wasn't. He continued to be rude at every point as I tried to take my stuff to be put in the box. As I walked out I asked one of the other officers for his name. This individual had gone ahead and informed Mr Dhinesh that I had asked for his name. He shouted at me from where he was and told me "you want to know my name? It is Dhinesh". I have spoken to one of the senior officers prior to boarding the plane. I wish this to be taken as a formal complaint. I do not believe any individual should be treated the way I was.

Changi Contact Centre,

I am Singaporean and I stay in Thailand. I have a stroke abut 2 year and some time I still have difficulty to doing moderate to high intensity activity and standing for long period...
That day 3 Sep 2019 I go to Airport earlier abut 1pm (Terminal 2) after checking I go to the quick bite area behind starbucks and there is no seat for passengers...
A lot of your airport staff occupying alot of tables an chairs and I coudn't find a seat for myself because they took away all the tables an chairs to another place (Pls see the attach photo).
I hope U can look up my case and sorry for my poor English.

Thanks
Kent Ong ([protected]@yahoo.com)
Thai Hp : [protected]
Sin Hp : [protected]

I was visted Singapore with my husband and my sons 6th September 2019 (@17:15 ++)
to visit my mother in law in National University Hospital. My good mood had been spoil when I approaching immigration. The officers there work very slow and their attitude are bad enough to spoil Singapore image.

There was a man if i'm not mistaken from Phillippines queing infront of me, he was asking by the officer to fill up the address in Singapore for him to stay and he cant remember. As he was checking his phone for the address and writing it down, the office was like doing some poker face and quickly took his handphone without his permission and type the address for him on the Embarkment Card. For me it was very rude.
When it was my turn, I was with my younger son approached together to her. When she saw the location which I was going to stay, she as me to write down the full address instead of location name as this is not hotel (I was staying with my relative). Again, I felt surprise, are they expecting all the visitors memorize their relative's full address when visiting them? Eventhough this is my i dont know maybe 20th times am visiting singapore in my life. In fact I visited singapore a week ago and this is the first time this office ask for full address.

I don't mind for her to ask but not in a rude way. She was saying 'next time dont let me ask you to write the adress!' (She was saying in malay) She was very rude. I cant remember her name but my son was notice her nametag was somehing like 'kassim' or so. She was a fair malay lady and wearing a glass.

How can an officer insult a visitor and giving different treatment to different races? How can an immigration officer chatting while working especially during the long que and scolding visitor for stepping infront of her before she call? How can the officers having different standard of checking the card of enter to the country?

I can say immigration is the first party which contact by foreign visitor. Their bad attitude to visitor will spoil the country's image. I hope Singapore government can do something for improvement.

When I was there 04/09/2019 around 20:20 I ordered an americano coffee.
I asked if they had a wifi connection they said, I have to ak for the password in the information desk in which I did.

The information desk said, that I don't need that anymore, ok so I went back. First I told him, that the passport was not needed. One of the 2 guys, the bit chubby one (don't know his name) look rudely and very unfriendly.

Then my coffee was ready. I was picking it up and I had a question, so I said: "excuse me, can I have a cup as in a porcelain mug". I got that with other coffee places.

Well before I could even finished my question, he interrupted my rudely by saying : "look in front of you there is a lid for the coffee mug". I said, I not asked for any lid. I asked about another mug to drink from, then (before I could finish my sentence again, and so he not her me), he came in front and said here in the corner are glasses with water, in a screaming very rude manner.

For the third time I said to him, I don't asked for water also.
I never ever met someone so rude, unbehaved, horrible person working at the black canyon coffee. He should not serve people in that way.

After I came to him and told him, she you screaming and so rude. I though he might be racist, ince I have an indian skin. Then he slammed his hand on the counter. I told him to complain and did so.

This person should not work there and after long flights of passengers make big problems. It is a disgrace and he does not have any social skills. He is a racist and should clean the streets and hold his mouth shut.

Hope there is a followup with this.

Regards

Danny

Hi,

This is to inform that the staff at terminal 3 for the wheelchair assistance had been extremely uncourteous. Despite requesting for a temporary wheelchair for a person with a ligament injury, we did not receive any help. We had to take the patient to the loo as an emergency. The staff favored another group of passengers who seemed to be their known family and allowed them to use a wheelchair before we requested.

It's highly unfortunate that the staff couldn't accomodate a temporary request in terms of an emergency. The patent had to lymp to the washroom with a ligament tear. This has increased her pain and caused extreme discomfort to us.

Especial mention of Ms Indu sitting next to the Vistara counter. While others tried to help, she believed that throwing an attitude at that point of time would be the most appropriate this. We did not appreciate this at all.

Regards,
Anu Gehani
[protected]