Changi Airport Group
Reviews and Complaints

Dear Sir/Mdm,

On 20 May, around 12:50am, i went to send off a family member at Changi Airport Terminal 2. At the departure entrance for passengers to enter for their boarding, 2 security officers were checking the boarding passes and passports of flight passengers. They were both in their own discussion while working. I was standing outside the departure area, behind the glass doors, taking a video of my family member. There were no sign nor signages saying no photography or videography allowed. I had searched for it but there were none. But, security officer who was in his deep discussion with the other security officer, came off as rude and told me off that photography is allowed. Firstly, he was extremely rude. He could have been polite but he was not. He raised his voice and said No photography allowed. Which did not make any sense because i have always taken pictures and videos of my family and friends wtravelig abroad, outside of the departure gantry. The same place. Today, i was told not to by a very rude security officer. Extremely, dissatisfied with my experience and please teach certis cisco security officers some manners and politeness. In future, please have better certis security officers at places with human interactions and get certis cisco security officer Mr Kok Eng to learn how to do his job proper. Extremely disappointed. Please get back to me on this issue and keep me updated on the actions taken on Mr Kok Eng .

Thanks and regards,
Mel

I am writing to alert your awareness on how the vendors at Changi Airport operate.

On the 15th March this year, I purchased an Omron Nerve Stimulator HV-F021 for S$171.00 from the above store located at Terminal 3. Receipt No. 0001-[protected].

To my disappointment when I found out that my sister also purchased exactly the same product from Sprint Cass Pte Ltd, Terminal 2 for only S$101.90 with a difference of S$69.10,

I urge the authority to investigate this issue before more innocent passengers get rip off at the Changi so called duty free shops.

I would like to hear from your good self on the outcome soon as I shop very often at Changi Airport.

I was travelling yesterday (11-5-2019) with my wife and infant to Kochi on MI 468 (SOC: 5B, 5C), when this incident happened which ruined my glorified image of singapore and my colourful days in SIngapore. I was in queue for security check at gate F32 and my kid was being really troublesome as she was having fever. Earlier at airport security hold we had to struggle very hard to make her wear a pullover for which she cried almost for 10-15 minutes. While my turn came I passed over and was waiting for my wife and kid. The security staff was very rude and harsh towards all passengers and to my wife too as if she were dealing with criminals. She insisted on removing my daughters pullover (who is just 1.5 yrs old and we had to make a struggle to make her wear that) and she was being carried by my wife that lady again insisted to put her down on the floor. and while the baby was crying she ruthlessly checked her body. and when my wife came next and made a momentarily delay to hold the passports she was murmuring something offensive in her language. I heard the male staff telling her "u instruct the passengers in Tamil, because of her attitude and un-professionalism was making security check a nightmare to other passengers in there. I saw another family also getting tortured like this and in the meantime we saw another family (of another nationality) being cleared of without removing any clothes and that child was above 6 years.

I enquired at the Gate staff and they routed me to the security staff for obtaining the name of the lady which I believe to be"SUHANNIA"or"SUHAMMIA". I was also a staff at COK airport who is qualified with level 10 AVSEC. So I could figure out that she was doing this purposefully to INDIAN passport holders. We were having a very tough time controlling her and she was not willing to put on her jacket any more which resulted in worsening my child's health.

I wanted to know why the staff behaved in such a manner with an infant of just 16 months or is it the common attitude towards Indians.

You can respond back with your action taken to me at [protected]@gmail.com

Hi,

Knowing that changi airport is the best airport in all around the country and had received numorous award.

However, I want to make a complain for the air asia service crew that don't allow me to check in when there available of time.The staff showing her bad attitude toward instead of looking for the best solution to solve the problem. I dun mind buying another ticket actually.

I be late partially because of there needed of shuttle bus from terminal 1 to terminal 4 and it take some time to reach the destination.

I hope you will look into the matter.

Thank you

Flight UB003 from Yangon, Myanmar has been frequently subjected to post-flight inspection.

The frequency of the post-flight inspection on inbound flights from Myanmar compared to other flights is higher and biased. This creates a wrong perception that Changi Airport has prejudice towards Myanmar and her people.

Post-flight inspections should be done in a random manner across all inbound flights and should not be targetted based on the origin of the flight. This is to avoid any unnecessary diplomatic tensions between countries and their people.

My worst flight experience ever started on 5th April 2019 when I was mistakenly directed by the boarding screen at gate C17(original gate) that showed my flight 3K687 SIN-KUL 8:40pm has changed to C18. C17 was boarding passengers flying to Bangkok at the time when I was directed to C18.

CAG Group please note: There were two screens adjacent to each other at gate C17 with the LEFT showing BOARDING NOW TO BANGKOK and the RIGHT showing SIN-KUL GATE CHANGE TO C18. After running to C18 my boarding pass was CHECKED by the security officer as well as the ground staff from Jetstar who SCANNED IN my boarding pass. This reckless ground staff was an Asian middle age lady. The scanner light went green miraculously, and she even wrote my name down physically on a piece of paper and I was let in to the waiting area. Later did I know that the flight at C18 was to fly to Ho Chi Minh City, I almost boarded the wrong flight!

I ran back to C17 and my flight had taken off. I was directed to run to the transfer desk because "they may have closed the counter by now" said by the security officer at C17. This absolutely inconsiderate, indifferent transfer desk staff failed show the least possible sense of empathy for what I am going through and replied "So you missed your flight" after telling her what had happened to me. She was a Malay female staff who went defensive when I politely told her that she has a lot of room for improvement as a staff at the transfer desk. She attempted to explain her limited role responsibilities while I was going through a hellhole. Really? Was it hard to expect just a little common sense from staff at your airport? To know what was more important at that very moment? She made me wait for an hour before a Jetstar staff came to fill in a dislodge report stating that I "refused to board" when it was the ground staff who scanned me in to the wrong gate. Jetstar staff did not even attempt to handle my situation and it was CERTIS Aviation security staff who were making calls and arrangements for me to board the next flight. It infuriates me that because of your group's inefficiency and mistake that I had to bear the consequences and wasted 5 hours at the airport, and had to pay for the next flight on top of that. I had to burn close to $300 because of your stupidity and absurdity! The option of giving me a free flight the next morning was completely unacceptable as I had to fly home to see my sick grandmother. I have never had such a disgusting airport service especially in the times when I needed help the most. So much for you aspiring to provide satisfactory service in Singapore. You have done nothing but wasted my time and abused my trust.

Nonetheless, this disastrous experience has been made slightly better from worst and restored my faith in humanity having encountered some amazing personalities from CERTIS Cisco Aviation Security. SOC Mr. Arumugam had arranged for me to be on standby for the next AirAsia flight while I was offered at a much lower price for a great seat. Ms. Reena was so sweet to listen and relate to my situation and offered me a bottle of water. Finally, Mr. Chow Chen How was my hero of the day spending a long time making calls and arrangements to get me the next flight, escorted me from T1 through T4 via the train and shuttle. He was so sweet to buy me dinner from McDonald's while waiting for the check-in to close for the AirAsia flight. CERTIS is in luck to have such employees to go the extra mile on making passengers are well taken care of. All of the aforementioned employees are highly commended for their professionalism and enthusiasm.

Thanks to your "clear instructions" from two screens attaching each other at C17 that I was rejected a refund or even any credit from Jetstar. They have not expressed any understanding or apologies on my experience. Henceforth Jetstar will forever be avoided, and I will never stop sharing my story until justice has been served.

I am writing with regards to the poor and very rude customer service provided by the female promoter selling Blackmores at Airport Pharmacy @ Terminal 4.

I was leaving for Semarang on 26 April, 2019. I had gone into the Airport Pharmacy Terminal 4. As I was walking around the pharmacy, I overhead a very rude conversation from a lady promoter selling the Blackmores product to another customer who obviously had issues speaking English properly.

I am appauled to hear the promoter's tone and mannerism towards the customer. This is very upsetting to see especially coming from a country who is well known for her excellent customer service. It also makes me wonder the kind of customer service tranining given to these promoters when handling foriegn customers.

I hope the Airport HR department will look into this matter and speak to the Blackmores promoter about showing emphaty and tolerance to customers. I hope her inappropriate behaviour will be looked into and dealt with so that it does not happen again.

Much have been spent on upgrading Changi Airport Terminal 1. The whole place was just impressive. I returned from my BKK trip today and was navigating my way to the arrival pickup. I was then at the arrival pick up counter 1. I saw a middle aged Chinese gentleman stationed at the outdoor of counter 1. Didn't know he was an employee until I noticed he was wearing a badge and black and red uniform. Noticed he was playing with the handphone all the while since we stationed ourselves there waiting for our pickup.

Our car arrived at 8:40 pm, we loaded our luggage to the booth of our car. The staff did not assist us at all, so maybe this is not part of his duties.

As there were no signage to inform the passengers on the returned of the trolley, we assumed that the corner of the entrance would be the best place to return the trolley.

Then the gentleman started to open his mouth and instructed us to place the trolley back to the indoor section of the pick up area. At no time he demonstrated any customer service skills. He was just plain rude.

I was surprised that Changi Airport employed a staff just to instruct passengers to return the trolley to the appropriate place. Is this the kind of service that Changi Airport wishes to deliver? I do apologise if my understanding is incorrect.

The whole terminal maybe upgrade and offers the passengers with an amazing view but what is important is not only the infrastructure but the human touch.

This left is with a very bad after taste of the whole experience.

Would appreciate Changi Airport can provide us with the actual scope of this employee of yours.

Thank you in advance for reading my feedback.

Date : April 24 2019
Flight No : TG 409

I travelled last night on BA0012 from Changi to London Heathrow with my husband and our 8 month old son.
I told security before our bags were scanned that I had baby formula (pre made formula bottles). They put them through and they were pulled up for a search. I was asked how many I had and I said 8. I was told I was only allowed to take 2. I was extremely panicked by this as my son drank 6 bottles on the flight to Singapore. Security said they would let me through as a one off but it didn't matter the length of the flight (as I pointed out it was 14 hours) that you could only take 2. This was extremely distressing For me as my son would have not had access for food for a long period of time. I have checked Changi Airport website and the policy is unlimited formula when you travel with the child. Please ensure your staff are properly trained so others do not need to be distressed that their babies will have very limited food on their flight. I look forward to hearing from you. Jennifer Entwistle

I was at T2 departure hall today to send my mum off on IX681 to TRZ. She was on a wheelchair.At the departure hall there were two Cisco Staffs, a lady and an "Uncle".
At 12.43pm right after the routine boarding pass pspt check, my mum waved while I clicked a photo of her with my phone. The Cisco Uncle yelled! at me for that.It was loud and it startled some passengers.I looked around for the "No photography or video "sign board.There wasn't any. So I approached the lady staff and told her that I wasn't aware of this and i was discriminated by that Cisco Uncle. Perhaps he thought I was from an Alien country. I highlighted to her that he could have said it in a polite manner if photography wasn't allowed.I am a Pure Singaporean who will never do anything to jeopardise Singapore's Security. Changi-The Best Airport in the World. Pls don't humiliate that award.You need to train your Staffs to treat everyone equally regardless of "Race Language or Religion" or simply follow the pledge.Thank You.

Flight Information : Singapore to Ipoh
Flt : TR 482 (ScootA320)
Gate : E11
Date : 27 March 2019
Depart : Singapore (SIN) Fly 15:35
Singapore-Changi Airport Terminal 2 27 March 2019
Arrive : (IPH)
-Sultan Azlan Shah International Terminal 16:50
27 March 2019

I was very disappointed with your staff regarding my hand luggage on board.
I was told before boarding that my hand luggage might need to check in due to full passenger and may have insufficient space for my luggage.

I understand that and was told that there was option for me to carry my luggage on board first to check for sufficient space, or not I agree to check in my luggage then.

However, I need to raise a complaint on the lady staff at Gate E11. She was at the final stop to tag my hand luggage. As mentioned above, she advise to check in my luggage due to flight is full.
I told the staff, I need the luggage with me as I have some Medication Inside and Might Need It For My Children.

She then allowed me to proceed boarding but just a few steps away,
I heard her calling a male staff to approach me and I was told to leave my luggage to them at their side.

Reason given: they will confirm me again if I could carry luggage on board with me.
However, I got into the flight with my children. The first thing I looked up at the cabin found out that there were much space for luggage.
So, I asked the flight attendance to get my luggage in but unfortunately, the flight attendance contacted the staff I left my luggage to, has already sent my luggage into the cargo without informing and getting back to me to confirm as they mentioned before that!

I have raised this issue to the flight stewardess by the name of ms. Tio chai san.
She told me, she will submit this matter to the airline department.

I was very agitated and disappointed with the male staff for delivering
Empty answers to passenger and worst of all they just simply decide to send my luggage into cargo without my awareness while I was expecting their confirmation as has mentioned to me.

I hope you could clarify this matters on such irresponsible manner so the same incident will not occur to other passengers.

Your prompt attention and action is much appreciated.

Thanks.. from Ms Lim Swee Ying.

The security personnel named Jay Prakash Rao, at gate E24, on 27th March 2019 at 7.30pm.
Used abusive/ cheap comments/language on me thinking that I don't understand that language he spoke.but I could understand what he was talking about me to his friend other security personnel standing next to him.Jay Prakash roa must be punished for his cheap behavior to travellers...he assumes that others would not understand the language he speaks.

I am sending my wife and baby son off to Taipei SQ878 on 22 march 2018 at 11:15 am in Gate A18 terminal 3. I am help to carry all her baggages for xray while my wife carrying our baby son.
But I have difficulty to dismantle the baby pram so need my wife to do it so I carry my son while she got to dismantle the baby pram to put in for xray checking. Then my wife went inside the security screening.. putting down all her bags and fixing the baby pram and when she wants to get our baby before the security screening she was stopped by the male and female security at the xray who told her off and staring at her and me saying that my wife got to take the belongings and baby pram out and rescan again and got to dismantle the baby pram to come in again. This is no logic and its not flexible at all. Singapore changi airport should be have good service but what is this. Very disappointed and doesnt make any sense at all.

10 Feb 2019, 310pm the freight from bangkok and reach Singapore the freight no is TG407. After that we no saw our beg and forget to take it. When we found 11/2/2019 we forget the beg to bring back on 10 feb2019. Then rush to airport to find and already cannot find. Then we had do the lost report at the lost and claim counter. But one week after still cannot found. After we request need check the cctv and weather the beg already took by other people or not? Then they said need go to do the police report. After we do the report and request again and they no do any reply and that is the changi airport in good service? What the cctv function and purposed? It is every tourist can take more the beg from the belt and aways ask to do claim then settle! That is reposibility?

The ice tea was given to me from left over inside the fridge instead of the freshly one on top of the table. The lady was rude n never even apologised when I returned her the drinks that have a funny taste then usual. She keep talking to her colleague with her own languages which I don't understand. So I told her why not she taste it herself then. (fyi i've been polite to ask her change the drink for me as it was spoil.) hope they don't gave customer left over milk tea in future. How we know they kept for how long right? Thanks

I was having a layover in changi airport from my flight from surabaya to hong kong with SQ on 16/02/2019. My flight was SQ 872 departing from singapore at 14.45. Apparently, me and my group of friends were the last to board and I was the very last among them. The officer suddenly asked me to open my hand-carry luggage. Then suddenly 2 other officers joined and RUMMAGED my luggage. They even destroyed a box that were meant to be souveniers to my family in HK just to confiscate a small chilli sauce which I thought it didnt make sense because the container was so small. I felt very much VIOLATED as there were some personal belongings inside. They were very rude and did not even helped me putting things back together. I wanted to shout at them and file a complaint but luckily for them i was almost late for my flight.

Flight SQ502 from Singapore to Bengaluru
Boarding time: 07:05pm
Flight time: 08:05pm
Date:12 Feb 2019
Gate B1

i reached the B1 gate at around 7:45pm, i met my colleague for board in the plane together.
He was group 5 and i was group 6.
At that time, because i was quite late, i did not notice if they called out for group 5 to the queue. So i joined my colleague who was already at the queue.

When it was my turn, the counter lady (tied black hair) who has to scan our boarding pass stopped me from passing.
She said mine is group 6 and i have to sit down and wait for re-queue.
Only I alone was stopped and make a u-turn back all the way to get to find a seat.

With less then 15 seconds, and i was barely sitting, they called out for group 6.
I joined back the existing long queue together with a few more people joining.
(Meaning, group 6 people were already at the existing queue).

When i board the plane, there were already many group 6 people seated down and also my boss. Saying she had already went that's why me and my colleague could not see her at the queue.

So please, that lady staff (tied black hair) with orange jacket. Please know your service.
Group 6 passengers paid more. Please don't give me such service and a fake smile on your face.

7:45pm is already close to departure timing and you should not be "so strict" to 1 person like me to go back all the way. (some Group 6 people are already inside)
Rather you can ask me to wait aside because Group 6 will be called out in less than 15 seconds and not asked me to get a seat and wait for re-queue.

Please know your service.

Maybe some flight delay cause of departure is because if your bias-ness to let your picked-on passengers to waste time for your nonsense to re-queue.

I was travelling with my 89 year old father who needed a wheelchair transfer between flights in changi airport, and the transfer time was short, only about 1.5 hours. The outgoing flight was mh 613 connecting to qf 52 on 31 jan 2019 and coming back was qf 51 connecting with mh 616 on 8 feb 2019.
On both occasions, the person greeting the flight was unable to take my father directly to the next flight as the flight was departing from a different terminal. They insisted that they could only take my father as far as the transfer desk in the next terminal, and by the time we walked from t2 to t1 and vice versa, the next flight was already starting to board. But, we were just left there at the transfer desk and asked to wait. There was no staff available at the transfer desk to push my father to the next gate. The counter staff called for someone to come and we were told to wait, even with the next flight already boarding - there was absolutely no sense of urgency from the counter staff in the transfer desk section. So, I had to get an airport wheelchair (incredibly, I was not allowed to use the wheelchair that the ground staff used, I had to get a larger and heavier wheelchair from the information counter) and wheel my father myself to the gate to catch the next flight. This repeated itself on the way back. I just wonder what would have happened if there was a disabled traveler travelling on his/her own with a short connection? Why can't the ground staff be responsible for the total transfer of a passenger between terminals in a case of a short connection? Or stick to rules and make the passenger miss his/her flight? This kind of total inflexibility reflects very poorly on the image of excellent service that changi tries to portray.

Hi my name is Amrita who is traveling with a 3 year old and I am tearing up as I am writing this due to discrimination I faced from two of your office screwing staff at Gate A20 at 620 pm on 8th Feb 2019 . One of the office staff girls name is Noraisshali with is number 104591

I came thru the gates and it beeped - one of the girls screened me and told me to go for spot check for my ankle guard - she kept referring t it as knee guard and I was clarifying what she meant . I was also concerned about my 3 year old as she was there . She did not tell me if I could not pick up my luggage before the spot check, so I first went to pick it up before going for the spot check - this is when the 2 girls instead of helping a Mother started screaming at me ! The other one noraisshalu shouted and told me " she will not give your luggage if I don't do the spot check " - to begin with I never said I won't do the spot check so why did she have to shout that and make me look like a terrorist ! She had no reason or business to shout that to me -I did not violate any rule Nor did I refuse to the spot check ? All passengers turned to look at me and a genetlmen even stopped by to calm us down!

Noraisshali then turned rasict and told me " you have to get this done when you come to Singapore " - I live and love Singapore - I am a PR why would you say this to me and that too in this tone, when I never refused to the spot check ? She then started raising her voice and threw the spot check results into the dustbin ! How could she behave like this a senior intervened and. Told me the spot check result was clear- she didn't even inform me tha I was free to go ! Then she threw her badge in front of my face ! After this I went to pick up my luggage and she started saying things like let her go there and be noting in her baggage to her colleague ! I am truly amazed and so hurt - this has never happened to me in songapore

I live here in Singapore and I travel at least once per month but for my last 4or5 trips I've been requested to go on the xray machine before passport clearance on departure. Today I asked the lady who chose me when I was almost reaching the passport kiosk why was she choosing me and she rudely said that was not true but IT IS, as no one was asked after me for a while.
I demand to know why am I being chosen every time I want to depart, I feel it is based on some sort of racism situation which is quite annoying.