36 CHANGI AIRPORT GROUP

BUSINESS & OPERATIONS Review ANNUAL REPORT 2017/18 37 38 CHANGI AIRPORT GROUP

GLOBAL Connectivity

Connecting Singapore to over 400 cities in about 100 countries and territories worldwide

EUROPE Eastern/Central Western Europe Albania Austria Azerbaijan Belgium NORTH Bulgaria Denmark AMERICA Croatia Estonia Czech Republic Faroe Islands Canada Hungary Finland United States Poland France Romania Germany Russia Great Britain (UK) SOUTH Serbia Greece AMERICA Slovenia Iceland Brazil Turkey Ireland Colombia Ukraine Italy Lithuania Luxembourg Netherlands Norway Portugal Spain Sweden Switzerland

2 City Links 50 City Links 131 City Links

SOUTH NORTH EUROPE AMERICA AMERICA ANNUAL REPORT 2017/18 39

AFRICA East Africa South Africa ASIA Burundi Botswana Central Asia South Asia Ethiopia Mozambique Turkmenistan Bangladesh Kenya South Africa Uzbekistan Bhutan Mauritius Zimbabwe India Rwanda Middle East Maldives Seychelles West Africa Bahrain Nepal Tanzania Benin Qatar Sri Lanka Uganda Burkina Faso Saudi Arabia SOUTHWEST Cote d’Ivoire United Arab Emirates Southeast Asia PACIFIC North Africa Ghana Brunei Darussalam Australia Egypt Niger Northeast Asia Cambodia Cook Islands Nigeria China Indonesia Fiji Hong Kong SAR Laos New Zealand Central Africa Japan Malaysia Norfolk Island Chad Macau Myanmar Papua New Guinea Congo South Korea Philippines Samoa Republic of Congo Taiwan Thailand Solomon Islands Timor Leste Tonga Vietnam Vanuatu

28 City Links 125 City Links 72 City Links

AFRICA ASIA SOUTHWEST PACIFIC 40 CHANGI AIRPORT GROUP

AIR TRAFFIC Statistics

FY2017/18 62,972,068 FY2016/17 59,371,696 FY2015/16 56,737,315 FY2014/15 53,969,875 PASSENGER FY2013/14 MOVEMENT 53,874,049

FY2017/18 2,143,119 FY2016/17 1,998,479 FY2015/16 1,867,784 FY2014/15 1,847,423 AIRFREIGHT FY2013/14 MOVEMENT 1,837,580 (Tonnes of Airfreight)

FY2017/18 377,429 FY2016/17 362,246 FY2015/16 351,059 FY2014/15 339,191 COMMERCIAL FY2013/14 AIRCRAFT 347,458 MOVEMENT ANNUAL REPORT 2017/18 41

@CHANGIAIRPORT ON Instagram 42 CHANGI AIRPORT GROUP

REVOLUTIONISING the Automated Check-in Kiosks (ACK) and Automated Bag Drop (ABD) machines to be positioned Air for efficient passenger flow through the Fast and Seamless Travel (FAST) process.T4’s interior design is based Travel on a symmetrical petal design, inspired by the orchid petal. It appears as the central repetitive motif used in various locations within T4, such as on the kerbside drop-off, interior skylight lanterns, n 31 October 2017, Changi sqm terminal has a handling marble flooring and carpets, Airport celebrated the capacity of 16 million passenger adding to its boutique feel. The O coherent design is something commencement of its newest movements per annum - half the terminal, T4, by welcoming its first size of T3 with two thirds its handling special for T4. passengers with fanfare. After five capacity. With skylights and glass walls years since its conception in 2012 allowing natural light in, T4 and with construction completed A 300-metre-long Central Galleria simulates a natural environment in 2016, T4 opened its doors and was introduced to separate the for plants and trees to thrive. The presented a game-changing public zone from the transit area, terminal’s landscaping covers passenger experience at Changi providing a clear view from the 2,000 sqm and is home to about Airport. In the lead up to its check-in hall of the transit area. The 190 large trees. opening during the year, immense 11-metre-high ceiling and skylights admitting light into the terminal preparatory works on systems and For its creative design in terminal make T4 appear bigger. For more processes, and the training of layout and focus on providing optimal deployment of manpower people were conducted, to ensure a barrier-free environment, T4 and equipment, T4 adopted a T4’s operational readiness. received the Universal Design centralised layout for departure Mark Platinum Award, the highest DESIGN APPROACH and arrival immigration, as well accolade under the Building & Situated at the site of the previous as pre-board security screening. Construction Authority Universal Budget Terminal, boundaries were In the Departure Hall, the check- Design Mark scheme. pushed in terms of the architectural in islands are angled towards the approach and terminal layout for immigration control area to create INNOVATION AND TECHNOLOGY T4 to achieve maximum capacity natural and intuitive wayfinding for For the first time at Changi Airport, with a smaller footprint. The 225,000 passengers. In addition, this allows a fully automated departure

T4’s check-in rows are angled towards the common immigration control area, Along the contiguous Boarding Corridor that stretches 800 metres to create natural and intuitive wayfinding for passengers. The 11-metre-high along the terminal is length, 160 ficus trees form a boulevard, ceiling and skylights admitting light into the terminal make T4 appear bigger. separating the boarding area from the common area at the departure gates. ANNUAL REPORT 2017/18 43

process under CAG’s FAST initiative T4 is the first Changi terminal to offer end-to-end self-service travel options was introduced. T4 is the first via FAST, comprising automated terminal at Changi Airport to offer check-in, bag drop, immigration and boarding. end-to-end self-service options by automating processes at check-in, bag drop, immigration and boarding, integrating facial recognition technology. It allows more optimal use of manpower resources to continue to deliver a better Changi Experience, against a backdrop of a tightening labour market in Singapore. A total of 65 ACKs, 50 ABD machines, 18 Automated Immigration Gates and 46 Automated Boarding Gates were installed.

To enhance efficiency and processes at the screening checkpoints, T4 is also the first terminal in Changi Airport to introduce computed tomography the spirit of dynamism, originality (CT) at all the security lanes to and connection with aviation to screen hand carry luggage at the inspire and entertain passengers sculptor Kurt Metzler and ‘Les passenger security checkpoint. and visitors. A grand-scale kinetic Oiseaux (The Birds)’ by French artist With advanced 3D screening sculpture, Petalclouds, spans 200 Cedric Le Borgne are installed in technology, there is no need for metres of the Central Galleria. It the departure and arrival halls. passengers to present electronic combines art and technology A six-metre-high steel sculpture is devices such as laptops and to create a harmonic, collective the centrepiece of T4’s themed tablets. choreography of six identical ‘petal garden, Steel in Bloom. Covered in clouds’. Another three art works, An Automatic Tray Return system intricate botanical motifs, it draws namely ‘Hey Ah Chek!’ by local with parallel divestment stations has inspiration from the silhouettes of sculptor and cultural medallion also been installed, with two clear plants, creating a playful contrast advantages. The system no longer winner, Chong Fah Cheong, ‘The between man-made material and requires security staff to manually Travelling Family’ by Swiss-Italian nature. return trays, freeing them up to pay closer attention to passengers. It also allows two passengers to present their belongings for screening simultaneously, speeding up the entire process.

A 70-metre-long Immersive Wall above the centralised security screening area provides a stress- free environment for passengers as they undergo checks.

THEATRE OF EXPERIENCES T4 presents a rich mix of art, culture and technology, with theatre performances, heritage-themed façades, immersive LED displays and entertainment features.

A unique feature in T4 is the curated art programme that embodies Petalclouds at T4 evokes the impression of clouds dancing gracefully in the sky. 44 CHANGI AIRPORT GROUP

‘Peranakan Love Story’ is a collaboration with renowned Singaporean The 70-metre by 5-metre Immersive Wall showcases compelling imageries of composer and artiste Dick Lee. Singapore’s skyline, ASEAN landmarks, as well as a whimsical animated clip on suitcases being screened before flight.

For the first time at Changi get to discover and learn about About 25% of them are new to Airport, Singapore’s local culture the rich Peranakan culture. Changi Airport. These include local and flavour are showcased footwear label PAZZION; dining PLETHORA OF DELIGHTS TO THRILL permanently to international outlets like Treasures (Yi Dian Xin) PASSENGERS passengers. The Heritage Zone in by Imperial and Tiger Den, as well Shopping and dining have always the transit area features a row of as Australian pharmacy - Airport been an integral part of the airport nine shophouses spanning the Pharmacy. In addition, British experience, and T4 presented 1880s to the 1950s. Retail and food retailer WHSmith opened its first an opportunity to introduce new and beverage outlets housing Singapore store in T4. concepts to Changi Airport’s local brands like Bee Cheng Hiang, extensive retail and food and Bengawan Solo, Curry Times, Eu Making a debut in T4 and beverage options. The shops Yan Sang, and Heavenly Wang are Changi Airport is the concept of and restaurants at T4 comprise integrated into the shophouses. a seamless duty-free shopping well-loved local and international CAG worked very closely with experience with integrated the tenants on the shop décor brands with 16,000 sqm dedicated Cosmetics & Perfumes as well to exude nostalgia through to a wide array of retail and dining as Wines & Spirits concessions furnishings and interior design. options. Of the 81 outlets, 62 are operated by The Shilla Duty Free retail and service outlets and 19 and DFS respectively. Having two A surprise element is injected are food and beverage ones. different operators work together through a special performance display on the shophouse façade. An LED screen transforms two Peranakan shophouse bays into a digital stage, to present a six- minute cultural mini-theatre show - ‘Peranakan Love Story’.

A Peranakan Gallery on the mezzanine floor features historical exhibits and artefacts of the Peranakan culture such as embroidered Sarong Kebaya, antique wooden wedding bed, and porcelain ‘nyonya ware’. The gallery, a first-ever collaboration between CAG and National

Heritage Board, enhances the With the concept of an integrated duty-free zone, passengers are able to conveniently check-out heritage experience as passengers their purchases in a single transaction, hence enjoying a seamless shopping experience. ANNUAL REPORT 2017/18 45

Singapore brand TWG Tea introduced tea sampling for the first time in Changi Airport. Tea aficionados may find it hard to resist TWG’s treasure trove of exotic teas and accessories.

to integrate their services is unique Michael Kors, The Cocoa Trees for healthier food options, CAG in an airport. Passengers can and TWG Tea Boutique. CAG encouraged more food and shop and combine their duty-free worked very closely with tenants of beverage operators to expand purchases in a single check-out these anchor clusters to create a their range of healthier choices. transaction, bringing them much premium shopping experience. Apart from that, CAG worked with convenience and time savings. the operators to introduce more More than 450 staff from both In the public area, airport visitors self-help ordering and payment companies underwent a robust can dine at 11 food and beverage options to reduce queue time, joint training programme to ensure outlets, including new at Changi improve productivity and enhance they have comprehensive product restaurants such as local food efficiency. knowledge in both categories. chain Andes at Astons, London Fat Duck, Old Street Bak Kut Teh STAFF-FRIENDLY TERMINAL The T4 shopping experience is and Sushi Goshin by Akashi. Food Besides designing for passengers, T4 enhanced by stores with 11-metre- Emporium by NTUC Foodfare, also is also designed to be a staff-friendly high façades and visually a new tenant at Changi, operates terminal for the 3,000 staff working impactful storefront designs. This a food court with colonial-inspired there. Staff-centric amenities have zone offers a selection of popular design features, carrying a wide been incorporated for a more retail brands - Charles & Keith, range of local favourites. With conducive working environment. Coach, Furla, Gassan Watches, increasing consumer preference These include ergonomically- designed work stations, dumbwaiters (a small freight lift to transport items such as wheelchairs and strollers at the apron area) at aircraft stands, and four staff lounges for them to rest, enjoy their meal breaks and interact with other colleagues. The baggage handling area is more brightly illuminated and better ventilated with fans and spot cooling grills. Non-slip flooring and colour-coded zones improve the work and safety conditions of operations for baggage handling staff.

PREPARING T4

The T4 Housekeeping team maintains the cleanliness of the new terminal with a team of Prior to the commencement autonomous cleaning machines. of operations, the year saw 46 CHANGI AIRPORT GROUP

Members of the public participated in the trials as passengers, to test out various airport systems and processes. These include the suite of FAST options, security screening, GST refund, baggage claim, ground transport, way-finding and passenger and baggage transfer. In addition, about 50 volunteers with disabilities were invited to test way-finding as well as departure and arrival processes. Roadway trials were also conducted with taxi drivers to familiarise them with getting around T4.

‘Live‘ trials involving selected T4 airlines were carried out in the final stage of tests before T4 The final trial stage was the ‘live’ commenced operations. trials involving selected T4 airlines such as Air Asia, Cathay Pacific, Cebu Pacific, Korean Air and the installation and testing of testing had to be conducted. Trials Spring Airlines. Here, software key airport, engineering and IT involved the airport community integration was tested, and realism systems and processes, including comprising government agencies, was injected by handling real FAST. Training and familiarisation airlines, and ground handling passengers and operating real- programmes were organised for companies. time flights for both departure and airport staff and partners. The arrival. In all, 11 ‘live’ flight trials were terminal’s interior fittings, installation Months of rigorous Operational conducted. of facilities, art and horticulture Readiness and Airport Transfer T4 MEDIA PREVIEW, VIP TOURS AND works, as well as renovation of (ORAT) trials and ‘live’ flight trials OPEN HOUSE shops and restaurants were also were carried out, starting as early Members of the media were given carried out. as October 2016. The trials involved a first peak into T4 from 24 to OPERATIONAL READINESS TRIAL over 2,500 airport staff and 7,500 31 July 2017. More than 100 local With many new systems and volunteer participants. Over a and international reporters from processes at T4, including state- million bags were put through Indonesia, Philippines and Vietnam of-the-art technologies and the T4 baggage handling system were taken on a terminal tour and equipment deployed for the first during a three-month stress test got a first hand look at what it had time in Changi Airport, thorough period and the ORAT trials. to offer. The special preview was

Over 100,000 visitors thronged T4 during the two-week Open House in August 2017. ANNUAL REPORT 2017/18 47

were also treated to yummy local delights, games and activities at the G19 boarding gate area. By the end of the day, T4 had handled 19 arrival and departure flights by Cathay Pacific and Korean Air, carrying about 4,200 passengers.

Nine airlines began operations at T4 in phases – Cathay Pacific and Korean Air (31 October), Cebu Pacific and Spring Airlines (2 November) and Air Asia Group (of four airlines) and Vietnam Airlines (7 November). VietJet Air shifted its operations to T4 on 6 A fire evacuation drill was carried out as part of T4’s full dress rehearsal. March 2018. Today, T4 is served by 11 airlines flying to 21 regional destinations. Together, they are estimated to serve more than 8.3 well received and saw T4 garnering rehearsal included final systems million passengers at T4 per annum. many headlines worldwide. checks and tests by airlines, commercial tenants, ground To mark its operational launch, More than 60 groups of VIPs were handling companies and other a host of opening specials from hosted to an informative guided airport partners. retail to food deals were available tour hosted by T4 Ambassadors, to promote shopping and dining. during the period from 31 Jul COMMENCEMENT OF OPERATIONS Embracing the rich heritage to 4 Aug 2017. The VIP groups T4 welcomed its first passengers on display at T4, a shopping promotion included airport partners such as 31 October 2017. Cathay Pacific themed Those Were The Days was management teams from airlines flight CX659 from Hong Kong also launched between 5 March and ground handling companies, was the first flight to arrive at the business partners of commercial new terminal at 0525 hours. Its and 1 May 2018, reviving childhood tenants, government agencies, passengers were warmly welcomed memory fun times with old school grassroot leaders and community with orchids and goodie bags as games and activities, and offering groups. they stepped into the terminal. passengers limited edition gifts-with- Passengers departing on the first purchase. All 29,000 premiums were A T4 Open House was held from 7 to departure flight CX650 at 0650 fully redeemed one month before 20 August 2017 for members of the hours bound for Hong Kong, the promotion ended. public. During the two-week Open House, over 100,000 visitors came through the doors. More than 350 CAG staff volunteers and airport partners became T4 Ambassadors to showcase the terminals’ unique features. Social media influencers were also actively engaged to publicise #ChangiT4. This effort saw over 8,000 pieces of user-generated content by Open House visitors shared on social media.

AIRPORT COMMUNITY READY FOR OPENING A week before T4 commenced operations, CAG conducted a full-dress rehearsal for operations at T4 involving about 1,500 airport Passengers preparing to board the first departing flight, Cathay Pacific Airways flight CX650, at the staff, tenants and participants. The Automated Boarding Gate. 48 CHANGI AIRPORT GROUP

GROWING THE its existing connectivity to India with additional services to cities such as Coimbatore and Delhi. It Air Hub also welcomed a new city link to Madurai – one of the oldest cities in Tamil Nadu with a rich heritage of Choice culture. With these developments, Singapore is now connected to 15 Indian cities with more than 260 weekly services, operated by eight airlines. n FY2017/18, the aviation During the year, three new airlines I industry saw another year of – Hebei Airlines, JC (Cambodia) China continued to be a key healthy growth for both passenger International and Norwegian, market for Changi Airport, with and cargo traffic. Changi Airport joined Changi’s family of over passenger traffic crossing the captured a fair share of this 100 airlines. six-million mark for the first time, traffic, with passenger movements clocking 6.4 million passenger STRENGTHENING PASSENGER growing 6.1% to reach 63 million MOVEMENTS IN REGIONAL MARKETS movements between the two for the year – the first time it has Changi’s top five markets retained countries for the year. With Hebei crossed the 60-million passenger their respective positions compared Airlines coming onboard as one mark. Aircraft movements increased to the previous year, with Indonesia of Changi’s new airlines, there are 4.2% to reach 377,429 flights. ranking as the busiest, followed now 13 carriers operating between Traffic to all regions saw growth, by Malaysia, China, Thailand and Singapore and China. with strong double-digit growth Australia. In terms of destination Changi is connected to 35 Chinese in Africa (+25%), North America by passenger movements, Kuala cities, offering more than 350 weekly (+21%), South Asia (+14%) and Lumpur, Jakarta and Bangkok took services. Europe (+10%), following exciting the top three spots, followed by developments for the year. Hong Kong and Manila. INCREASING CONNECTIVITY WITH NEW LONG-HAUL ROUTES Changi Airport continued to India is Changi’s sixth biggest The year in review saw growth expand its network and added 11 market and the fastest growing in long-haul routes from Changi new city links for the year, to China among Changi’s top 10 markets, Airport. In the long-haul low- (Harbin, Shijiazhuang, Yantai), recording a robust 16% year- cost segment, Changi Airport Greece (Athens), India (Madurai), on-year growth that is driven by established new connections to Indonesia (Padang*), Japan strong visitor arrivals from both Europe, including the launch of (Hiroshima, Okinawa), Malaysia primary and secondary Indian Scoot’s services to Athens. On the (Bintulu*), Sweden (Stockholm) cities. Working closely with its airline full service segment, Lufthansa also and the United States (Honolulu). partners, Changi Airport deepened reinstated its Munich-Singapore service, strengthening Singapore’s connectivity to Germany.

At the end of March 2018, Qantas Airways resumed its Sydney- Singapore-London A380 services after a hiatus of five years. Qantas also increased capacity for its Singapore-Melbourne and Singapore-Perth routes. This has enabled Changi’s Singapore- Australia and Singapore-London routes to grow in capacity by 5.5%, and 21.3% respectively.

With Africa regarded as the next frontier in emerging markets,

Changi Airport organised an event to celebrate the crossing of the 60-million passengers milestone * Services to these cities have since ceased. in December 2017. ANNUAL REPORT 2017/18 49

Changi Airport is pleased to BUILDING AND EXPANDING S$30 million to the partnership, welcome the return of Ethiopian PASSENGER SEGMENTS has since rolled out marketing Airlines during the year. As the In addition to route development campaigns in 19 markets in airline has one of the most efforts, CAG also collaborated with various regions around the travel industry partners to pursue extensive networks within the world. The renewed partnership sustainable traffic growth across African continent, its launch of five will also see the broadening of various passenger segments – the Singapore MICE Advantage weekly services from Changi to including transfer and transit, MICE Programme (SMAP) and refreshing Addis Ababa strengthens Changi’s (Meetings, Incentives, Conventions offers to attract business visitors to connectivity with the African and Exhibitions) and fly-cruise. Singapore. It will secure more MICE continent. events to be held here. Together with Singapore Airlines Over in the United States, Scoot (SIA) and the Singapore Tourism These marketing efforts will launched services to Honolulu Board (STB), a three-year complement existing initiatives such (via Osaka), and United Airlines partnership was renewed to as the Free Singapore Tour, a long- launched the world’s longest non- strengthen Singapore’s destination standing, complimentary service stop route served by the B787-9, appeal in driving visitor traffic jointly offered by CAG, SIA and offering a new service between to and through Singapore. The STB. The initiative provides transfer Singapore and Los Angeles. tripartite which commits more than passengers on longer layovers with a taste of Singapore and attracted more than 70,000 passengers during the year.

In conjunction with the return of Qantas Airways’ London services via Singapore, and their capacity injection on other routes from Changi, a three-year partnership involving a S$5 million commitment between CAG, STB and Qantas Airways was also launched to promote Singapore both as a destination and as a connecting gateway to Asia, Europe and Australia. This collaboration will see a series of joint marketing campaigns launched in Australia, Southeast Asia and the United [Left to right]: Mr Benjamin Chan (SIA), Ms Melissa Ow (STB) and Mr Peh Ke-Wei (CAG) at the SMAP launch at IMEX Frankfurt 2017. Kingdom to promote travel on

The resumption of Qantas Airways’ services strengthens Changi Airport’s position as the region’s leading air hub. 50 CHANGI AIRPORT GROUP

Qantas Airways’ services via Singapore.

To cultivate fly-cruise traffic, CAG entered into a three-year collaboration with Genting Cruise Lines’ Dream Cruises and STB. The partnership is aimed at promoting Singapore as an Asian cruise hub, as well as positioning Singapore as a strategic gateway to neighbouring countries through fly-cruise itineraries. This marketing initiative is estimated to bring in 600,000 visitors, and more than S$250 million in tourism receipts. Launch of Pharma@Changi initiative to enhance handling capabilities for pharmaceuticals air cargo. PROMOTING CHANGI AIRPORT AND SINGAPORE IN KEY MARKETS At the same time, CAG continued to drive its business objectives LEVERAGING CHANGI’S AIR CARGO In October 2017, CAG formalised of inspiring travel, increasing CAPABILITIES the Pharma@Changi initiative passenger expenditure and Amid a challenging global air with nine other CEIV-certified building the Changi brand freight market, the year saw stellar partners in Singapore. As part of in Australia, China, India and performance on the air cargo the two-year Memorandum of Indonesia, through partnerships front. For the first time, airfreight Understanding, the companies will and integrated marketing throughput at Changi Airport jointly pursue the best standards campaigns. crossed the two-million tonne in pharmaceuticals handling, and mark, growing 7.2% year-on-year promote Changi Airport as a trusted Positioning Changi Airport as the to reach 2.1 million tonnes of and reliable pharmaceutical air gateway to the region and beyond, cargo. Improvement in cargo cargo hub in the region. Over the passengers were introduced to flows was recorded across the last three years, pharmaceutical the many facilities, retail, food and board, for exports (+12%), imports cargo ranked among the top beverage options that would help (+7%) and transshipments (+5%). five cargo types transported via make their transit in Changi Airport Freighter connectivity to new airfreight globally, in terms of total a pleasant and delightful one. destinations were established with value. For FY2017/18, Changi Airport handled 24,900 tonnes of Beyond tactical campaigns to links to France (Paris), Indonesia pharmaceutical cargo. drive sales of air tickets and travel (Semarang), and the United Arab packages, a key thrust for the year Emirates (Dubai). In recognition for its efforts, Changi was to develop brand platforms Airport was awarded the ‘Asia Changi Airport became the first that resonated with Changi’s target Pacific Airport of the Year 2017 airport community in Asia Pacific to audience in these markets. Key (Customers’ Choice)’ by Payload attain the IATA Centre of Excellence brand messages, emphasising Asia, the ‘Cargo Airport of the Year’ for Independent Validators the airport’s unique elements to (over one million tonnes) by Air Certification for Pharmaceutical evoke emotions, helped increase Cargo News, the ‘Best Airport 2017’ Handling (CEIV Pharma) across the overall brand equity and advocacy award at the Asian Freight, Logistics supply chain comprising airlines, among passengers. & Supply Chain Awards, as well as ground handlers and freight the ‘Diamond Award’ (over one Efforts to increase retail spend at forwarders. CAG worked closely million tonnes) at the Air Cargo the airport have been successful with the companies on audit Excellence Awards. through various partnerships. reports and facilitated discussions Targeted retail campaigns for between these companies and China and Indonesia passengers, IATA. With these efforts, Singapore featuring discounts off minimum is now an air cargo hub with the purchase proved to be effective in most number of IATA CEIV Pharma driving up transaction values and certified logistics companies in the overall spend. Asia Pacific region. ANNUAL REPORT 2017/18 51

TOUCHING in themed experiences and activities at the largest destination- themed Nordic exhibition, inspiring Millions travel to the Nordic countries of Denmark, Iceland, Finland, Norway of Hearts and Sweden. The kawaii experience continued during the annual year-end festive celebrations as the adorable Sanrio family returned to spread the he relentless passion of was also named the Best Airport festive spirit in November 2017. The T Changi’s 50,000-strong in the World by leading UK travel T3 Departure Hall was transformed airport community to create the publication Business Traveller. These into an idyllic Mystical Garden, best possible airport experiences were just two of the 27 Best Airport where visitors could pose for photos for millions of passengers awards that Changi Airport received with the crowd-favourite Sanrio extends beyond efficient airport in FY2017/18, bringing its total haul characters. A specially built gazebo operations and ensuring a of such awards to date (31 March provided a unique vantage point safe and secure environment. 2018) to more than 560. of the garden, while daily light and World-class facilities, excellent snow shows delighted the young SAYING HELLO TO KITTY AND FRIENDS customer service with warm and old alike. Changi Airport took centre stage hospitality, and the anticipation for all Sanrio fans from Singapore of passengers’ travel needs are One special highlight of the revelry and beyond as it transformed always key considerations to was the largest indoor autonomous into a Nordic wonderland for deliver a personalised, stress-free drone show in Singapore, which and positively surprising Changi the June 2017 school holidays. married art and technology to Experience. Seven loveable Sanrio characters enhance the festive experience. – Cinnamoroll, Gudetama, Hello Every night for the duration of It was thus heartening to Kitty, the Little Twin Stars, My Melody, the event, 40 drones lit up the gain recognition yet again by and Pompompurin - greeted dimmed Mystical Garden like passengers from around the world airport visitors in a first-in-Singapore fireflies, in a synchronised routine, at the Skytrax awards in March appearance. Snow was also seen forming shapes like a snowflake 2018, when Changi was named in Changi Airport in a specially and Christmas tree, creating an the World’s Best Airport. This was the designed snow house where intimately magical experience sixth year in a row and the ninth children and the young-at-heart for the crowds below. By the end year overall that Changi has won immersed and frolicked in wintry fun. of the holiday season, more than this accolade from Skytrax. For Visitors also caught a rare sighting a hundred of these enthralling the 30th consecutive year, Changi of the Northern Lights and engaged drone shows were performed to a

Hundreds turned up for the launch of Changi’s Mystical Garden with Sanrio characters in the T3 Departure Hall in November 2017. 52 CHANGI AIRPORT GROUP

The 504 clocks that make up ‘A Million Times at Changi’ are able to synchronise their movements to form messages and symbols.

cumulative audience of more tour for passengers to discover made in the airport, thus creating than 57,000. hidden gems within the transit areas a more relaxing environment of the airport. The guided tours for passengers. It also enabled Basement 2 of T3 was also home are hosted by Changi Experience passengers to focus their attention to a new Sanrio-themed children’s Agents (CEAs). Apart from sharing on more critical announcements. playground. Over at T2, a four- interesting facts about the airport’s metre-tall Hello Kitty topiary in the facilities and offerings, the CEAs Passengers and visitors at Changi Departure Hall was the perfect can also curate tour routes based Airport were also treated to a variety backdrop for selfie moments. At on passengers’ interests for a more of huge horticultural displays over the end of the festivities, more than personalised touch. the year. Located in both the public 150,000 limited-edition Sanrio plush and transit areas, these vibrant toys were redeemed by fans and Throughout the year, the CEAs also displays use thousands of live plants shoppers. continued to delight passengers and fresh flowers to commemorate CREATING A MILLION MEMORIES through their ‘WOW’ initiatives occasions and festivals like Chinese To create even more enchanting during festive and special New Year, National Day, Christmas, th memories for passengers and occasions like Valentine’s Day Deepavali and the 50 anniversary visitors, Changi Airport unveiled a and ONE Changi Kindness Day. of National Service, and serve as unique work of art – A Million Times During these engagements, CEAs photo spots for memories to be at Changi – in November 2017 at roved the terminals to surprise captured. T2. It is one of the biggest kinetic passengers with occasion-specific Further enhancing the passenger artworks in the world, and the first treats, gifts, fun activities and experience at T3 was the revamp of installation in Changi that combines photo opportunities. Throughout its signature ‘Green Wall’, which was kinetic movement, music and FY2017/18, these ‘WOW’ initiatives completed in January 2018. The shadow play. The ‘clock face’, which elevated the Changi Experience for new ‘Green Wall’ features 113,000 is made up of 504 smaller clocks more than 65,000 passengers. individual plants of more than fitted with individual motors, not only In January 2018, CAG also rolled 50 species, almost four times the serve to tell the time, but forms a out the Quiet Terminal initiative at number of the old wall. Despite this visual representation of the abstract all four terminals, limiting public increase in the amount of greenery, concept of time. With this new art announcements to essential the time needed to maintain this installation, Changi Airport now has ones, such as those regarding five-storey-high vertical garden has three kinetic sculptures, including been cut by more than half, thanks Kinetic Rain in T1 and Petalclouds emergencies, lost and found in T4. cases involving children and to the wall’s new and improved passports, flight delays, and gate system of plant arrangement, and In April 2017, Changi Airport and belt changes. This halved automation of the watering and introduced the ‘Discover Changi’ the number of announcements fertilisation processes. ANNUAL REPORT 2017/18 53

systems. In December 2017, when Changi Airport. To help build the T1 taxi stand was relocated to this sense of common purpose, Basement 1 of Jewel Changi Airport CAG has held the Annual Airport (Jewel), CAG took the opportunity Celebration (AAC) since 1994, to to implement a new intelligent honour outstanding individuals in taxi dispatch system. This system the airport community who have automatically routes taxis to bays, exemplified service excellence by thus enhancing the productivity of going beyond their call of duty. taxi coordinators. To mark the AAC’s silver jubilee in CAG also rolled out a new Video- February 2018, CAG introduced based Parking Guidance System three new awards at the ceremony (VPGS) in Changi Airport’s car – the Changi Hero Award to parks, enabling the airport’s car recognise staff who had stepped park operator to monitor the forward in a life threatening More than 50 species of specially selected plants on the new ‘Green Wall’ provide status of the car parks in real- situation to take charge and aid different layers and textures to the wall. time. Operationally, the VPGS has passengers; the Changi Service Star transformed car park management which recognises the remarkable at Changi Airport, creating greater achievement of staff who have won productivity and efficiency. Instead ENHANCING EFFICIENCY, BOOSTING top service awards multiple times; of conducting laborious patrols PRODUCTIVITY around the car parks, officers now and the Special Commendation CAG continually strives to make receive alerts on errant practices by Award to commend an airport processes and systems as efficient drivers, such as illegal parking and partner who had consistently been as possible. To this end, dedicated abuse of pick-up spaces via the a supportive employer to airport FAST (Fast and Seamless Travel) system, enabling a targeted and staff over the years. zones were introduced at the T1 expeditious response. VPGS also Departure Hall in 2017, successfully helps create a stress-free parking To further build this sense of paving the way for an efficient, experience for visitors, as it enables common purpose, CAG launched self-service check-in experience. CEA to help them locate their the ONE Changi mobile application Passengers flying on Jetstar and vehicles via a simple app-based at the AAC. Through the application, Qantas Airways were the first to licence plate search if required. members of the airport community enjoy the new Automated Check-in are now able to connect and Kiosks and Automated Bag Drop BUILDING A ONE CHANGI discuss learnings from their courses systems, similar to those introduced COMMUNITY and training with one another in the newly opened T4. CAG firmly believes that providing the best service possible to easily, read up on the latest airport This focus on efficiency also passengers requires the dedicated news and happenings, and pick up extends to the airport’s transport effort of all organisations within service tips while on-the-go.

In recognition of Changi’s service heroes, 30 awards were given out at the Annual Airport Celebration 2018 which was graced by Coordinating Minister for Infrastructure and Minister for Transport, Mr Khaw Boon Wan. 54 CHANGI AIRPORT GROUP

REDEFINING became the first car prize winner and walked away with an all-new Volvo S90 luxury sedan.

Travel OFFLINE RETAIL OF TOMORROW Beyond an exciting retail mix, Retail delightful retail spaces, novel activations and personalised services, Changi Airport creates a dynamic, multi-faceted retail environment that keeps up to hangi Airport scaled of the world’s best airports to shop speed with evolving consumer C new heights with record- and dine at. trends and spending habits. breaking concession sales of One of the ways Changi Airport over S$2.5 billion in FY2017/18, Besides driving footfall and maintains a refreshing retail mix registering a 10% growth year-on- spending, airport-wide events is by introducing variety and new year. The phenomenal success continue to make Changi Airport brands across the airport’s retail was propelled by strong passenger an exciting, rewarding and vibrant and food and beverage offerings. growth, the new T4, a diverse retail shopping and dining destination. At the Departure Transit Hall, 14 mix and pioneering shopping The ‘Be a Changi Millionaire’ new brands such as Irvins, Superga, concepts relevant to passengers’ flagship shopping promotion has Tanuki Raw and Ted Baker, were needs and aspirations. attracted more than 1.5 million introduced in FY2017/18. At the With over 90,000 sqm of retail space, participating entries from 221 public areas, 30 new brands made 400 retail and services outlets and nationalities in FY2017/18. To date, it their appearance at Changi 140 dining outlets, Changi Airport has crowned eight millionaires and Airport, including American prides itself in designing exceptional rewarded millions of passengers Tourister, Dragon Brand Bird’s Nest shopping and dining experiences who shop and dine at Changi and Hokkaido Baked Cheese Tart. Airport. The 2017 edition took this for passengers and visitors at every A note-worthy retail highlight perennial favourite to the next level touchpoint of their journey through in FY2017/18 was the highly- with the addition of a new car the airport. anticipated opening of the Louis prize. For the first time in the history Vuitton duplex store and the As the airport welcomes more of ‘Be a Changi Millionaire’, finalists revamped T3 Central Piazza. The passengers, Changi’s strategic retail paired up and raced through four world’s first Louis Vuitton airport partnerships and never-ending rounds of games at the Grand duplex features a bespoke product pursuit of innovation will continue Draw, before Indonesian Oddie mix for the cosmopolitan traveller, to shape its retail strategy and fuel Rehatta emerged as the ultimate and joins the ranks of the Wines & many new ideas and developments recipient of the Millionaire Grand Spirits and Cosmetics & Perfumes to reinforce Changi Airport as one Prize. Chinese Zhang Xuchao duplexes to offer passengers a refined and personalised retail experience. A linkway at the mezzanine level connects all three duplex stores and allows passengers to browse seamlessly across the three retail spaces. A stunning centre-piece at the refurbished Central Piazza is Changi Airport’s seventh feature garden, the Crystal Garden. Specially conceptualised for the area, the Crystal Garden is a blend of soothing nature and delicate glass sculptures. The Central Piazza was also built with a new lounge area with plush seating, soft lightings and dedicated work spaces, all designed to uplift the T3 Moments right after the winners were crowned at the ‘Be a Changi Millionaire’ grand draw. experience for all passengers. ANNUAL REPORT 2017/18 55

An enchanting experience amid a garden of lights awaits passengers at the Crystal Garden.

On top of enriching its retail Girls, Louis Vuitton fragrance travel base of Changi Rewards grew to offerings, Changi Airport set, and SKII Magnetic Booster. over half a million. collaborates closely with its retailers TANTALISING TREATS FOR ALL and brands to excite passengers Another initiative that was To step up its food and beverage with exclusive product launches launched to elevate the offline offerings and attract more diners and engaging retail activations. shopping experience was the to Changi Airport, two new-to- This way, passengers can always LoveSG campaign. It celebrated look forward to new experiential Singapore along with its history, Singapore food and beverage elements and activities when they culture and pride, and told the concepts were launched in fly through the airport. Some in-store Singapore story to both locals and FY2017/18, including the airport’s activations included saxophone foreign passengers. For National largest restaurant SORA, housing six performances at The Fashion Place Day, a total of 38 tenants including Japanese brands in a single space. at T4, an atelier craftsman event home-grown brands Bee Cheng The airport was even awarded the at Braun Buffel in celebration of Hiang and TWG Tea offered Changi global winner for best New Food & its 130th anniversary, and product exclusive products, sure-win lucky Beverage Concept of the Year for its personalisation services at Pandora dips and souvenirs. Passengers Hello Kitty Orchid Garden at the FAB for Christmas. were delighted with the opportunity (Food and Beverage) Awards 2017. to encapsulate their wonderful Besides satisfying the taste buds In FY2017/18, a record number memories of Singapore and Changi of the 63 million passengers of 11 brands chose to launch with special souvenirs to bring that fly through the airport their new products or interactive home to share with their loved ones. outpost concepts as a first at annually, Changi Airport also Changi Airport. In August 2017, To reward loyal shoppers and diners constantly reviews its existing Changi welcomed the Miss Dior of Changi Airport, Changi Rewards food and beverage offerings to pop-up with a pink Jaguar car members were treated to a series accommodate new demands. that was seen in the fragrance of exclusive events such as insider To better cater to the needs of a commercial with Hollywood actress tours to the SATS Inflight Catering growing group of health-conscious Natalie Portman. In March 2018, Kitchen and Shilla Beauty Loft. Key passengers, Changi Airport has Changi unveiled the first food member promotions such as the expanded its range of healthier and beverage outpost featuring ‘7%+7% GST Savings’ sale and the food choices. Selected cafés like Hudsons Coffee and The Kitchen by ‘Members’ Weekend 10X Points’ The Coffee Bean & Tea Leaf display Wolfgang Puck. There were also five promotion saw the participation calorie count on their menus, first-in-the-world product launches of more than 10,000 members while some restaurants like The that made their debut at Changi and an average increase of 30% Kitchen by Wolfgang Puck and Airport, including Chanel Gabrielle, in sales year-on-year. At the end of Crystal Jade even provide low salt Hennessy XXO, Jo Malone Blossom the financial year, the membership or gluten-free options. The number 56 CHANGI AIRPORT GROUP

the brand-new Volvo S90 luxury sedan injected new hype and excitement to the 2017 edition of ‘Be a Changi Millionaire’ shopping promotion. At the year-end festive promotion, Changi linked up with JCB as the official payment partner and tapped on their marketing platforms to reach a wider audience. Changi also partnered Mastercard and Chope in a year-long collaboration. With Mastercard, Changi could ride on their extensive global network of banks and merchant partners for cross-promotions while airport

ANA’s very first Japan Gourmet Hall opens outside of Japan at T2. visitors enjoyed more privileges at retail and dining outlets as well as anchor landside campaigns. The partnership with Chope, of halal-certified dining operators and beverage tenants have been on the other hand, introduced has also increased in FY2017/18. encouraged to come onboard mobile reservations in Changi As Changi Airport welcomes more since its operations in September Airport through the website and passengers, CAG worked together 2017 and the facilities will be iChangi mobile app, increasing with its food and beverage partners ramped up to accommodate more convenience and rewarding diners to leverage technology for higher operators when Jewel opens in the with additional Chope dollars and efficiency and enhanced customer first half of 2019. Changi Rewards points in tactical experience. About 43 outlets promotions. across the airport have either FORGING STRATEGIC PARTNERSHIPS implemented electronic menus or To grow its commercial revenue, Changi Airport inked its first sports self-service ordering and payment boost Changi’s existing marketing partnership with International kiosks. A centralised dishwashing efforts and bring more value-add Championship Cup and Lagardere facility has also been built at T3. It to passengers and airport visitors, Sports Asia, gaining access to their currently houses four dishwashing CAG has embarked on a number marketing platforms and provided machines which can handle of new partnerships. marketing support for four key about 12,000 dishes per hour, and international tournaments such as serves all landside food courts as Working with Wearnes Automotive, WTA Women’s Tennis. Changi Airport well as a café operator. More food a new car prize in the form of also partnered the National Gallery Singapore and became a major sponsor for two highly acclaimed and successful exhibitions such as – Life is the Heart of a Rainbow, by Yayoi Kusama.

These partnerships also included in-country marketing programmes to key markets such as China and Indonesia. With partner payment solution partners like Alipay, Unionpay and WeChat pay, as well as airline partners like Xiamen Airlines, Changi strengthened its outreach to the Chinese travellers and captured a larger share of the wallet. For Indonesia, Changi partnered with Bank Central Asia and Garuda Indonesia iShopChangi now offers more than 14,000 items from over 600 brands. on exclusive promotions with a ANNUAL REPORT 2017/18 57

Lebaran Shopping campaign passengers have access to a wider its passengers by rejuvenating its which helped to grow sales. product catalogue. existing lounge offerings at Changi Airport, CAG supported the revamp RISING E-COMMERCE This has contributed to the healthy of the Emirates lounge at T1 and As one of the innovators in growth of the e-commerce portal, the expansion of the SATS Premium the industry, Changi Airport is which achieved a 60% increase in Lounge at T2. The newly renovated among the first few to have its online sales in FY2017/18. Emirates Lounge is now able to own e-commerce business. From accommodate more passengers 1,800 items across five product OPTIMISING SPACE FOR and have several new features categories in 2013, iShopChangi COMMERCIAL GROWTH including a prayer room. The SATS now offers a mind-boggling range CAG manages the leases and Premium Lounge expansion led to of items from over 600 brands. operations of over 1,600 rentable increased floor area from 550 sqm On top of widening its selection premises within Changi Airport, and ensuring an attractive mix, both in the passenger terminal to 680 sqm, as well as an increase iShopChangi stays ahead of the buildings and the Changi Airfreight in seating capacity from 127 to 162. game by offering value-added Centre (CAC), as well as more The Cargo Agent Buildings (CAB) services to its customers. than 60 long-term land leases. This includes the new T4 where CAG at Changi has also undergone Complimentary delivery service allocated and leased new rentable improvements as part of CAG’s has been made available premises such as office spaces, asset enhancement initiatives at to Singapore residents since lounges and other facilities. One of CAC. The lift lobbies at CAB D, CAB November 2017, with key tenants the highlights was the opening of E and Megaplex 1 were given a Shilla Duty Free and Sprint-Cass the Cathay Pacific Lounge on T4’s sophisticated new look. A vending coming on board. Customers first day of operations. Spanning cluster was created at CAB D with have also been enjoying seamless 845 sqm, this was the airline’s first vending machines selling ready-to- checkouts with seven different dedicated lounge in Singapore eat meals, snacks, ice-cream, drinks payment options available on the and one of its biggest lounges and necessities such as over-the- e-commerce site, four of which outside of Hong Kong, with room for counter medicines, plasters and were introduced recently. Retailers over 200 guests. The airline lounge chargers for better food options on iShopChangi now enjoy greater even houses a signature noodle and more convenience for staff business opportunities, not limited bar which serves a selection of working at CAC. The area was also by the passenger traffic within a freshly prepared noodle dishes. spruced up to include comfortable particular terminal. This means that seating areas where the cargo T4 tenants can sell to passengers As part of CAG’s effort to enhance community can take a break from travelling out of T1, T2 and T3 while the overall travel experience for work.

Passengers can savour a menu of comforting noodle dishes at Cathay Pacific Lounge in T4. 58 CHANGI AIRPORT GROUP

ENHANCING areas to reduce lightning hazard while minimising any hindrance to ground handling activities. The Operational outcome of the study was exhibited at the SUTD Capstone Project public sharing. CAG is following up with Readiness more detailed analysis towards realising a prototype for site testing.

CAG also mandated the use of three-point aircraft grounding. mid the flurry of activities carefully coordinated to minimise This new safety measure provides A across Changi Airport’s disruptions and sufficient stands enhanced lightning protection for terminals, a different kind of buzz were available for flight operations. workers. When lightning strikes an takes place behind the scenes. The Since the replacement started in aircraft parked at the aircraft stand, airport’s airside community works August 2016, 30% of the floodlights three-point aircraft grounding would tirelessly to ensure that in-flight across Changi’s apron areas have provide pathways for these high meals, luggage and cargo get been replaced. The project is surge charges to be dissipated to loaded onto the aircraft on time, expected to be completed by 2023. the ground safely. As Singapore and that these planes are cleaned, experiences an average of 168 MINIMISING RISKS OF LIGHTNING refuelled and inspected before thunderstorm days per year, this new STRIKES taking off from Changi. To keep pace safety measure works to mitigate the Against the backdrop of increasing with the growth in passenger traffic, risk of lightning related incidents. unpredictable weather that could engineers and technical adversely hamper the efficiency of MITIGATING FLOODS staff ensure that systems and aircraft ground handling operations CAG undertook the construction of facilities in and around Changi (e.g. delay in the presentation of a central median drain along Airport Airport are kept in tip-top condition baggage for arriving passengers for safe, smooth and seamless Boulevard, the main road to and or processing of transfer baggage airport operations. out of Changi Airport, to mitigate due to temporary stop work as heavy and flash floods at the airport. For its immaculate safety record, a precaution against lightning Despite the challenge of managing Changi Airport received a hazard), CAG initiated a joint disruptions to operational roadways deficiency-free rating from the research with the Singapore during the construction period, works International Federation of Air Line University of Technology and progressed smoothly with minimal Pilots’ Associations (IFALPA) for Design (SUTD) to explore potential impact to road traffic due to the the 36th consecutive year since solutions that will offer greater safety careful planning of works during commencing operations in 1981. assurance for airside workers. The off-peak hours. The drain was also collaboration aimed to develop precast off-site before its assembly OPTIMISING AIRFIELD EFFICIENCIES technical concepts that can feasibly at the work site to cut down on the Since the roll-out of the Airport be deployed at the airport apron total construction period required. Collaborative Decision Making (ACDM) in October 2016, average taxi time for departing flights during the morning peak period was further reduced by 30 seconds in its second year of implementation. This translates to an overall reduction of two minutes for every flight, as compared to pre-ACDM timings.

PROVIDING BRIGHTER WORKING ENVIRONMENT The current conventional floodlights used to illuminate the apron areas were replaced with LED floodlights to provide a brighter working environment for airside workers. As the lights were fitted onto aircraft The central median drain along Airport Boulevard was precast off-site to cut down on the total stands, replacement works were construction period, minimising impact to road traffic. ANNUAL REPORT 2017/18 59

permeated the air-condition system and spread throughout the terminal.

CAG promptly executed emergency plans and focused on fire-fighting and evacuation in the initial phase, followed by the full diversion of T2’s operations to T3, before re- opening T2 after the terminal was cleared of smoke and ready to resume operations. Despite the many challenges to be tackled, T2 was back in operations some nine hours after. Evacuation was

A screen grab of the video production ‘Watch Out, Help Out, and Move Out’ to educate the airport carried out safely in accordance community on what to do in a crisis situation within the terminal. with fire evacuation procedures, and there were no casualties from the incident. Neither was there a need As the excavation location was bombing. In line with SGSecure’s for the diversion of arrival flights to adjacent to a row of raintrees along ‘Run, Hide and Tell’, an advisory neighbouring airports. Through the Airport Boulevard, CAG’s project and message, ‘Watch Out, Help Out, incident, many lessons were drawn horticulture teams monitored the and Move Out’ was communicated and a review was carried out to trees closely during the construction to the airport community through refine the emergency preparedness period to ensure they were various platforms. CAG also took plans of Changi Airport. unaffected. the opportunity to practice crisis ADDING EQUIPMENT FOR FIRE SAFETY communications for passengers PREPARING FOR EMERGENCIES To enhance operational readiness and the airport community during CAG continued to enhance its at Changi Airport, the Airport the exercise, further raising the level emergency preparedness and Emergency Service (AES) procured of awareness and preparedness rescue capabilities through two new firefighting equipment among airport partners. full-scale aircraft emergency during the year. These included exercise drills at Changi and Seletar MANAGING CRISIS replacements to renew existing Airports – aircraft crash at sea and The year saw CAG and the airport vehicles, and a new fleet to prepare on land, respectively. More than 350 community’s resilience in managing for the fire protection of upcoming operational personnel, including a crisis at Changi Airport. A fire senior management from CAG, the broke out in T2 on 16 May 2017 and Civil Aviation Authority of Singapore was eventually traced to a source (CAAS), Ministry of Transport in the Air Handling Station (AHS) (MOT), Republic of Singapore Air room. While the fire was quickly Force (RSAF) and airport partners extinguished, the smoke had participated in both exercises.

In a time where global acts of terrorism pose serious threats, CAG took steps to strengthen its readiness and community Newly procured firefighting vehicle to resilience through its participation enhance rescue and in Exercise Northstar - a counter- firefighting operations. terrorism exercise, conducted by the Singapore Police Force (SPF) at T3 on 17 October 2017. Observed by Singapore’s Prime Minister Lee Hsien Loong and several Cabinet Ministers, this was the first time the multi-agency anti-terror exercise was held at Changi Airport. During the drill, simulations included a shooting rampage by gunmen and a suicide 60 CHANGI AIRPORT GROUP

The Annual Airport Safety Awards recognises outstanding safety acts and projects undertaken by staff in both Changi and Seletar Airports.

new facilities, such as Runway 3. could be maintained while allowing at Changi and peak periods get A total of 10 foam tenders, two passengers to keep laptops or large extended, safe driving and aircraft emergency airstairs, two command electronics in their cabin bag. pushback operations become of vehicles and a foam pod were critical importance. More than procured. These have been Based on the trial results, CAG 600 tractor drivers signed up for scheduled for delivery progressively implemented a mixed-mode this event, almost four times more till 2020. person screening model at T4, than the first run. Participants which comprised a combination of navigated a carefully designed The advanced capabilities of these walkthrough metal detectors and circuit which assessed their safety new equipment would enable body scanners. With the aid of body awareness, checking of blind spots AES to focus manpower on more scanners, staff at T4 will only need and driving skills. time-critical tasks in rescue and to pat-down areas which require firefighting operations. For example, additional checks, enabling a less To encourage active and easy the emergency airstairs have intrusive security screening process hazard reporting by the airport been enabled with smart docking for the passengers. For screening community, a specialised technology for automated stairs of hand baggage, T4 became mobile application SWEETmini, deployment. The foam pod would Changi’s first terminal to deploy was introduced for airside staff. enhance the on-site replenishment 100% CT-based screening at all the Immediate follow-up actions can be of foam during firefighting security lanes. taken by the Aerodrome Safety Unit operations and facilitate continuous for reports submitted via the app. firefighting till support from mutual INCULCATING STRONGER SAFETY Enabling such proactive hazard aid agencies arrive. CULTURE reporting by the community allows CAG recognised outstanding safety for safety hazards to be addressed AIRPORT SECURITY acts and projects undertaken by promptly. In preparation for operations staff in both Changi and Seletar in T4, a trial was conducted in Airports, and these staff were ENHANCING AIRSIDE STAFF WELFARE selected common gatehold honoured at the Airport Safety As CAG strives to continuously rooms in T1, T2 and T3 to evaluate Awards (ASA) held on 11 August enhance the Changi Experience the most appropriate mode of 2017. The annual event also for passengers, it took concurrent security screening in T4, with six showcased innovative projects and steps to ensure an attractive and body scanners introduced for ideas from CAG, dnata Singapore, vibrant airside work environment. To this purpose. Body scanners have SATS and SIA Engineering Company, increase the supply of food options the ability to detect non-metallic to enhance airport safety. in the airside, CAG engaged a prohibited items, thus enhancing roving food truck operator (Foody the level of security competency CAG also held its second annual Truck) to sell food at various to keep pace with the changing Safe Airside Driving competition in locations within the airside. Foody security environment. In addition, 2018, with an expanded scope to Truck supplemented the only food Computed Tomography (CT) using include aircraft pushback – where outlet in the airside – Delta Café, to 3D technology to screen hand carry the plane is pushed back from the provide staff with access to more luggage was also put on trial at T3, aerobridge to taxiing position. As food options, without having to which proved that detection level traffic volume continues to increase make their way to the landside. ANNUAL REPORT 2017/18 61

increase its handling capacity from 21 million passengers per annum A New Era (mppa) to 24 mppa. GLEAMS At T1’s Departure Check-in Hall, 70% of upgrading works have been completed. These include the replacement of check-in counters, implementation of a central FAST zone, and installation of new baggage conveyors and other JEWEL CHANGI AIRPORT (JEWEL) and T3 are progressing well. Jewel design finishes. Construction of Changi Airport’s will also be integrated with Level 1 new development, Jewel, is fast of T1, and arriving passengers The Baggage Claim Hall is taking shape for its opening in the will be able to walk seamlessly undergoing expansion, with four first half of 2019. Situated at the into the development. baggage claim belts having been heart of Changi Airport, Jewel is a upgraded, while the interior design mixed-use development comprising In June 2017, the design of the of the hall is being refreshed. a range of offerings including topmost level of Jewel, featuring The Baggage Handling System gardens and attractions, retail a line-up of unique lifestyle is also being upgraded to a fully outlets, a hotel, and facilities for offerings, was unveiled. Occupying automated system with a new airport operations. It is envisaged 14,000 sqm, Canopy Park will baggage security screening system, to strengthen the Changi air hub feature offerings such as play and automated storage for early and capture passenger mindshare, attractions, gardens, walking trails, check-in baggage. The Baggage to boost Singapore’s appeal as a and dining outlets. Half of the total Handling Area has been revamped stopover point for passengers. landscape and greenery in Jewel – to provide a better working over 1,400 trees and palms – will be environment for ground handling Façade works, which commenced housed in Canopy Park. Designed staff with enhanced lighting, in late 2016, have been completed. to be a world-class, lifestyle leisure ventilation and signage. Jewel’s overall façade is intricately attraction, Canopy Park promises a T1’s Arrival Hall will also receive a made up of more than 9,000 gamut of experiences for visitors to facelift and see a 35% expansion in pieces of specially manufactured Jewel and passengers at Changi floor area to 8,500 sqm. As part of glass, close to 18,000 pieces of Airport. steel element and over 6,000 this revamp, the new taxi stand at steel nodes. T1 Expansion Basement 1 of T1 was operational In conjunction with the in December 2017, with the Structural works for two passenger development of Jewel, T1 is new interim Arrival Pick-Up area linkbridges connecting Jewel to T2 undergoing expansion works to relocated in February 2018.

Each glass panel of the Jewel roof is carefully lifted 45m above Close to 18,000 pieces of steel element and over 6,000 steel nodes were used in the ground for installation. the construction of the Jewel façade. 62 CHANGI AIRPORT GROUP

Seletar Airport’s new passenger terminal building is designed to handle 700,000 passenger movements annually.

CAG took great effort to minimise disruption to airport operations. Over the past year, a total of six ramps connecting Jewel’s basement levels with existing roads, as well as linkbridges to T2 and T3 that crossed existing roads and departure ramps, were constructed. These construction works required more than 180 nights of lane closures and road diversions, all of which were carefully coordinated to ensure minimal impact to ongoing airport operations.

SELETAR AIRPORT Work continued apace on the Changi East development site in FY2017/18, including the As part of the wider Seletar construction of canals to drain water from the site. Aerospace Park development and to enhance the area as a private business aviation gateway buildings, by the Building and of 2018, and will eventually replace to Singapore, Seletar Airport Construction Authority of Singapore, the current passenger building has been upgraded with a new the terminal building features a which has been in operation since passenger terminal. Spanning a design optimised for efficient energy, 1982. To better support traffic growth gross floor area of 10,000 sqm, water and resource utilisation. A low- the new terminal is designed to at Changi Airport, Seletar Airport handle about 700,000 passenger energy-consumption design puts will also handle turboprop aircraft movements a year and will have the building in good stead to enjoy operations currently operating at three new aircraft stands directly long-term operational cost savings Changi Airport. and minimises its carbon footprint in front of the terminal building CHANGI EAST to allow passengers quick and on the environment. Work continued apace on the efficient aircraft access. The next phase of development Changi East development in The building structure has been includes the testing and FY2017/18. Changi East, which completed, and has received its commissioning of key systems such spans 1,080 hectares, consists Temporary Occupation Permit. as baggage belt and security of the development of a three- Awarded the Green Mark Platinum screening equipment, as well runway system for Changi Airport; Award for Non-Residential Buildings, as interior furnishings and fitting tunnel systems and other related Singapore’s highest award for out. The terminal is expected to infrastructure and transport links; environmental sustainability for commence operations at the end and a new T5. ANNUAL REPORT 2017/18 63

Building a three-runway system Amid the ongoing construction as arrival and departure flows, Much progress was made on work, Changi East also maintained security, staff, and logistics flows converting an existing military a clean safety record, with zero have been completed for T5. runway into a third runway for aerodrome incidents in FY2017/18. These studies have enabled the Changi Airport that can be used This was accomplished through T5 team to develop the overall by civilian aircraft. The runway innovative ground control concept for the terminal and was successfully extended and measures, such as an Automated identify its functional and spatial strengthened. Taxiways were Height Infringement Detection requirements. The appointment of System, which used GPS sensors constructed to prepare the the T5 Master Building and Master to detect incidences of height runway for connection with the Civil Consultants in April 2018 will infringement among worksite rest of Changi Airport, and a enable the team to move ahead machinery and equipment, and new drainage network was also with the design work on Changi an Online Work Declaration System, constructed. Flight checks on the Airport’s next terminal. which provided an electronic runway were also completed in platform to enable contractors to Relocating to a new home order to prepare it for handover to make work declarations at any CAG’s entire Changi East team the Republic of Singapore Air Force time of day. moved into the new Changi East (RSAF) in mid-2018. Tunneling ahead Project Office in September 2017, With the third runway then More than half of the design enabling them to work together undergoing the final phase of work for the tunnels on the under one roof just beside the development, work had to be done Changi East site has been worksite. The Changi East Project to facilitate the towing of aircraft completed, in preparation for the Office features, among other from Changi Airport to the location commencement of construction. facilities, a halal cafeteria serving of Singapore Airshow 2018. The These tunnels will house roads a mixture of Asian and Western three-runway system team had to for airside vehicles, as well as dishes, a small gymnasium and a strengthen an existing bridge so vital infrastructure like electrical training room. Working under one that it could support the weight wiring and water pipes; connect roof facilitates greater collaboration of the largest civilian aircraft on the T5 headhouse with its satellite within the Changi East team and terminals; and link T5 with the other exhibition at the airshow. Other at the same time, builds intangible terminals in Changi Airport. works, such as installation of tow bonds among team members, way lights and grading of Aviation Designing the future of T5 which will be invaluable in the long Park Road, ensured that all aircraft Several concept of operations journey ahead for the Changi East was towed safely and efficiently. studies, spanning areas such development.

The new Changi East Project Office – home to CAG’s Changi East team. 64 CHANGI AIRPORT GROUP

DRIVING spending patterns, point-of-sale transactions, flight data and more were integrated. The CDI project Digital was completed in September 2017 and resulted in enhanced data analytics and digital marketing Innovation capabilities to better engage with customers. With actionable customer insights, CAG is able to deliver relevant and timely content s traffic at Changi Airport to meet the needs of the many to customers according to their continues to grow, the quest different profiles of customers at profiles, interests and preferences, A delivering a personalised Changi to connect with our passengers Changi Airport. With each platform and create the best experience housing a rich amount of data, a Experience at different touchpoints. remains. The ability to leverage centralised customer information TRANSFORMING THROUGH technology seamlessly in a database was built to gather trends TECHNOLOGY practical way, to serve increasingly and insights for deeper and more In today’s digital era, Changi Airport tech-savvy passengers and to holistic engagement with Changi’s needs to constantly transform empower staff is key. This also customers. to stay ahead of competition. involved closer inter-division Leveraging the smart use of digital collaboration within CAG to CAG embarked on a strategic technologies allows CAG to be project to design and build a transform passenger experience aware of the airport’s operating centralised customer repository and lay the foundation for Changi environment, and deploy resources in August 2016. The Customer Airport to be a Smart Airport of effectively through analytics Discovery Insights (CDI) project the future. and real-time feedback. Working allows a 360-degree view of together with airport partners, KNOWING CUSTOMERS BETTER passengers to understand their CAG has successfully integrated Over the years, Changi Airport user journey through the various advanced information technology has developed various customer touchpoints in the airport such systems at T4, the first terminal in engagement programmes such as as check-in, immigration and Changi Airport to integrate facial iShopChangi, Changi Rewards and boarding. As part of the project, recognition technology with end-to- Changi Millionaire, each designed 12 data sources including end self-service options.

For the successful initiatives in digitally transforming Changi Airport’s operations and service processes, CAG was named IDC’s ‘Digital Transformer of the year’ at the country, regional and international levels. ANNUAL REPORT 2017/18 65

EXPLORING NEW APPROACHES OF WORKING WITH TECHNOLOGY PARTNERS To embody Changi’s spirit of innovation and stay ahead of the pack as an organisation in the coming years, CAG aims to push forward and transform operations with new technologies, partnerships and business models; grow new lines of business; and deliver a lean cost base even as Changi Airport doubles in size. To do so, CAG is adopting new modes of working with technology partners, beyond regular procurement and tenders.

In August 2017, CAG ran an Intelligent Video Analytics (IVA) Through CDI, CAG will be able to deliver a personalised and positively surprising Changi Experience to customers based on their preferences and user journey at Changi Airport. challenge where companies were invited to demonstrate their capabilities for airport operations use cases, including passenger participating companies to better differentiate between passengers flow management at the gatehold understand the context and need in the queue, passers-by and rooms, through the analysis of before co-creating solutions with passengers already inside existing CCTV footage. Through such CAG. Companies were provided with the gatehold rooms. Of the 12 challenges, CAG was able to adopt actual CCTV footage to analyse companies who participated in a quicker and leaner way of working and train their model. With that, they the challenge, Xjera Labs and NCS with partners for new technology demonstrated their ability to detect outperformed and were selected to solutions which are not off the shelf. queues and crowd conditions at the build a prototype system for three gatehold rooms. gatehold rooms. As an example, for the IVA challenge, CAG shared specific This was not an easy challenge, use cases and limitations, allowing as the solution would need to

With the IVA, CAG and Certis CISCO will be able to better monitor crowd conditions at gatehold rooms. 66 CHANGI AIRPORT GROUP

STRENGTHENING OPENING A NEW TERMINAL ON SOCIAL MEDIA For the first time in Changi’s history, CAG was able to leverage social media to drive interest about the T4 Bonds Open House, awareness of the new terminal and its exciting offerings. Changi developed exclusive content to introduce the terminal, teased audiences about the On Social Open House and generated buzz around the terminal’s key development milestones. A Facebook event page was created to encourage registrations for the Open House that led to more than 13,000 sign-ups through the event page. The team also successfully organised hangi Airport’s social media efforts continued a preview for 100 social media advocates and C to show outstanding performance as influencers to share their personal preview experience engagement with passengers strengthened over the and help drum up excitement and generate interest year. CAG continued to build firm bonds and brand in the terminal. Overall, more than 8,000 pieces of affinity with its online community by generating greater user-generated content were shared on social media awareness of the airport’s facilities and commercial platforms within two weeks. activities through its social media platforms such as Facebook, Instagram, LinkedIn, Twitter, Weibo and YouTube.

SOCIAL MEDIA CHANNEL STATISTICS

FACEBOOK 2,506,723 +30%

TWITTER 73,585 +22%

INSTAGRAM 153,786 +43%

To excite and tease audiences, T4 was introduced to global audiences on Facebook through a slew of social activities. Changi Airport’s Facebook page crossed the two million page likes milestone, while its Instagram channel To cap it off, a video celebrating T4’s first operational grew beyond 150,000 followers. Changi’s social media day was produced. The video garnered 2.4 million team also succeeded in clinching four awards for its views and reached 5.2 million people around the campaigns and engagement efforts. world, cementing the T4 launch campaign as the most successful campaign of the year.

INDUSTRY AWARDS

Hall of Fame 2017 SOCIAL CAMPAIGN OF THE YEAR (Gold Awards)

Markies 2017 BEST IDEA – SOCIAL (Gold Awards)

Markies 2017 BEST IDEA – VIRAL (Silver Awards)

Markies 2017 BEST USE OF APPS/MOBILE (Bronze Awards) The video of the T4 opening was viewed by 5.2 million people around the world. ANNUAL REPORT 2017/18 67

NEW WAYS OF ENGAGING OUR FOLLOWERS On top of the beautifully curated mix of airport, aircraft and destination imagery, CAG rode on new social media trends and development to deepen engagement with its audiences. With video being the most consumed type of content on social media, Changi tapped on the live streaming capabilities of Facebook and 15-second video highlights on Instagram, also known as Instagram Stories. Polls and raw content on Instagram Stories allowed Changi to engage followers by presenting behind-the-scenes Through CAG’s social media channels, the public was given firsthand content and live events at a more personal level. updates on the T50 incident in February 2018. Changi also used the interactive 360-degree image technology on Facebook to display T4’s numbers and figures.

Fans were given the opportunity to catch CAG’s annual event, Changi Millionaire, live on Facebook.

On the LinkedIn platform, CAG engaged the professional community with thought leadership articles contributed by CAG’s senior management on various topics. This allowed CAG to position itself as Timely updates were shared on Facebook to ensure that Changi a leader and voice of the aviation industry. Through cements its position as a reliable airport. this channel, CAG was able to share information on Changi Airport and create awareness on its work culture and job opportunities, and present itself as an employer of choice. social media reach to provide updates on incidents which disrupted air travel. They include timely updates In building its social channels, CAG continued to on the airport’s operational status when the T2 fire establish greater content synergies by leveraging occurred in May 2017, and subsequently when Runway articles created for its other communication platforms 1 had to be closed in February 2018 due to an aircraft such as its online blog, Now Boarding, and e-newsletter, incident. Changi Journeys, which feature interesting travel stories and lesser known facts about Changi. As Changi continues to be a reliable and popular airport to millions of passengers worldwide, social AN ESSENTIAL TOOL FOR CRISIS COMMUNICATIONS media will continue to be a key channel to maintain With increasing public reliance on social media as a a direct contact and relationship with passengers, source of news and information, Changi tapped on its regardless of geographical location. 68 CHANGI AIRPORT GROUP

BUILDING annum or mppa category) by OAG Aviation Worldwide. The airport was also voted to have the Best Airport International Staff Service in Brazil, and sixth in Latin America in 2017 by Skytrax. The airport’s operational excellence Presence also achieved top scores in a year- long operational and passenger service survey mandated by the regulator, National Civil Aviation Agency of Brazil. hangi Airports International passengers enjoyed new facilities C (CAI), a fully-owned like airline lounges, and a wider During the year, the airport subsidiary of Changi Airport selection of novel dining and retail concession company underwent Group, continues to develop its outlets. restructuring. The long-term loan investments and share its expertise from the Brazilian Development with airports around the world. Its In 2017, Tom Jobim International Bank to finance the expansion of portfolio includes assets in Brazil, became the first airport in the airport for the Olympic Games India and Russia, and consultancy South America to achieve was approved. The concession projects in China, the Middle East the International Air Transport company successfully restructured and Southeast Asia. Association Centre of Excellence its concession fee payment, to for Independent Validators allow the airport to grow and BRAZIL Certification for Pharmaceutical recover from the recent economic Tom Jobim International Airport Handling (IATA CEIV Pharma) for downturn. Following discussions with in Rio de Janeiro, Brazil, continues its cargo operations. This positions Odebrecht Transport and various to deliver robust operational the airport as an important logistics government agencies, CAI assumed and financial performance in partner in the pharmaceutical majority control of Tom Jobim FY2017/18. Passenger traffic at chain, and a main port of entry for International Airport with a 51% Tom Jobim International remained pharmaceutical products in Latin shareholding in the concessionaire, strong despite Brazil’s weak America. while government agency, Infraero, economic situation. The airport maintained its 49% share. With these welcomed 4.3 million international The improvements at the airport changes, the airport is poised to passengers during the year when were widely recognised. Tom Jobim benefit from, and ride on Brazil’s it was host airport to the 2016 International was named the Best economic recovery. Summer Olympics in Rio de Janeiro. Airport for Operational Efficiency in Latin America 2017, and Most INDIA Non-aeronautical revenue grew Punctual Airport in Latin America Durgapur Aerotropolis is India’s 13% over the previous year as 2017 (10-20 million passengers per first private operational greenfield airport city.

Indian national carrier Air India recently launched a four weekly Delhi–Durgapur service from the city’s Kazi Nazrul Islam Airport.

Township development is making steady progress. Mahindra Automobile Service Centre by Joshnika Developers, and a food processing plant by Keventer Agro, started operations during the year. Durgapur Multi-Speciality Hospital commenced construction works for a health care facility, while Narayana School, an operating school within the township, commenced works to expand Air India launched a four weekly Delhi–Durgapur service from Kazi Nazrul Islam Airport. student hostel facilities. ANNUAL REPORT 2017/18 69

The airports once again clinched top spots on international and national platforms. Sochi International Airport beat strong competition to be voted Best Airport by Size and Region, Europe (5-15 mppa), after having won the same award in the 2-5 mppa category, in the last two years, at the Airports Council International (ACI) Airport Service Quality (ASQ) Awards 2017. For the third year running, Sochi International was named Best Airport by Region, Europe (over 2 mppa). On the national level, Sochi and Anapa Anapa Airport welcomed visitors with its new terminal complex in 2017. Airports maintained their Best Airport titles in their respective traffic categories at Russia’s included self-service features at National Aviation Infrastructure During the year, the Government check-in and boarding, the airports Show 2018. of West Bengal raised their stake in implemented a host of initiatives the aerotropolis from 11% to 26%, - accessible infrastructure, service CAI has a 30% stake in the joint as a mark of its confidence in the improvement workshops, and skills venture which owns the four project. Located in West Bengal, training - to offer passengers best-in- airports and their management the aerotropolis is developed by class service. More retail and dining company, Basel Aero. Bengal Aerotropolis Projects Limited, options were also introduced, along in which CAI has a 30.2% stake. with revamped business lounges, Vladivostok International Airport in Russia’s Far East reaped strong RUSSIA to enhance customer choice and traffic growth of 19% year-on-year In 2012, when CAI first invested in the comfort. to reach 2.3 million passengers in four airports in Russia’s Krasnodar In July last year, Anapa International FY2017/18. Working closely with region - Anapa, Gelendzhik, Airport opened a new 11,800 sqm the city’s tourism authorities, and Krasnodar and Sochi - passenger passenger complex. Together with targeted airline marketing traffic was 5.5 million passengers. with the current terminal, the programmes and familiarisation Since then, passenger traffic has airport tripled its capacity to trips, the airport increased flight doubled with traffic development accommodate up to 1,100 frequencies and launched initiatives that attracted new airlines, passengers per hour. new flights within Russia and to destinations, and increased flight frequencies.

Passenger traffic in FY2017/18 increased by almost 10% compared to FY2016/17, crossing the 11-million milestone for the first time. Krasnodar International Airport and Sochi International Airport, in particular, saw significant growth in the international segment, driven by key markets such as Istanbul, Tbilisi, Tel- Aviv and Vienna. The airports serve 9% of the total passenger traffic, and 3.5% of the total cargo flow in Russia.

Enhancing passenger experience continues to be the top priority for all four airports. In addition to operational improvements that Vladivostok International won the Routes Asia 2018 Marketing Award (under 4 mppa). 70 CHANGI AIRPORT GROUP

Chongqing Airport’s new Terminal 3A features unique shopfronts and products that promote the city’s unique heritage.

international destinations such as enhance the airport’s commercial Passenger experience was China, South Korea and Thailand. landscape. enhanced with new passenger loading bridges, additional aircraft To uplift service levels and improve Chongqing Airport’s new Terminal parking stands and a new arrival passenger experience, the airport 3A successfully opened in August bus bay. A premium meet-and- is implementing operational and 2017 with unique shopfronts and assist service with a dedicated service enhancements as well products that promoted the city’s lounge was introduced at the as revamping its commercial rich identity, and created a strong airport. Work has also commenced selection. Plans for a new in- sense of place. Passengers were to update the baggage handling terminal comfort lounge with nap spoilt for choice with an extensive systems and baggage belts, rooms are also on track. selection of top international labels expand the check-in facilities, and increase the number of city In recognition of its efforts to build and popular heritage brands. terminals. partners and grow its network, Chongqing Airport was recently Vladivostok International won the named Best Airport in Asia Pacific On the commercial front, a new Routes Asia 2018 Marketing Award (25-40 mppa) at the ACI ASQ retail experience featuring an (under 4 mppa). It also bagged Awards 2017. The Creative Corridor exclusive walk through duty free second place for Best International by JCDecaux China, in Terminal area spanning over 1,300 sqm Airport (up to 4 mppa) at Russia’s 3A, also won The Moodie Davitt was launched in July 2017. Training National Aviation Infrastructure continues to be a key feature in Report’s Most Impactful Individual Show 2018. transforming the airport’s service Advertising Execution Award. levels. CAI holds a one-third stake in SAUDI ARABIA the joint venture that owns and The airport was successfully CAI continues its multi-year manages the airport. corporatised as Dammam Airports partnership with the General Company on 1 July 2017 and CHINA Authority of Civil Aviation in has since developed new long- CAI and Chongqing Airport Group Saudi Arabia to enhance the term strategies which include the signed a commercial joint venture performance of King Fahd expansion and optimisation of agreement in 2017 to strengthen International Airport in Dammam. terminal space, and improvements Chongqing Jiangbei International to key infrastructure. Airport’s non-aeronautical business. During the year, four new airlines The collaboration focused on and five city links were added, introducing more innovative significantly improving the airport’s elements, experiential concepts connectivity and paving the way and top-class retail tenants to for an upswing in traffic. ANNUAL REPORT 2017/18 71

WINNING People Tools was rolled out in April 2017. The tools aim to transform the way employees work in Hearts at the CAG and to provide them with greater flexibility to work ‘anytime, anywhere’. Employee services such Workplace as leave and claim submissions, performance and development planning can now be done through the cloud-based People Tools system, which has brought n 2 March 2018, CAG branding, and focuses on greater ease and convenience for Owas crowned the winner three main areas: overall brand employees. Following the roll-out in for Best Workplace Culture and awareness, absolute attractiveness April 2017, a survey was conducted Engagement at the HRM Awards and relative attractiveness. Having among employees with positive 2018, a testament to CAG’s efforts a strong employer brand plays an outcomes. 87% of employees in building a strong employer important role in CAG’s efforts to surveyed had a positive experience brand. The award recognised the attract new talent and to retain in using the new suite of People organisation’s efforts in staying its people. As part of its employer Tools, and more than 80% saw true to its values and beliefs, and branding efforts, CAG shares real significant improvements in the helped shaped strong employee stories about its culture, people, claim submission process. engagement within CAG. At the and their exciting experiences STRUCTURING FOR SUCCESS award ceremony, Mr Lee Seow of working in an airport on digital FY2017/18 saw several changes Hiang, CEO of CAG also received spaces and at career fairs. This in CAG’s organisation structure the Best C-Suite Leader award. He award is an affirmation of CAG’s and business models, to better was recognised for his commitment efforts in attracting the best talent, align people structures, roles and in driving Human Resource (HR) and is a particularly meaningful processes. In September 2017, a strategies across CAG and one in the journey of building and new Enterprise Performance & the industry. growing its people. Development cluster was formed At the Randstad Awards 2017, IMPROVING EASE OF EMPLOYEE to give a sharper focus on the CAG was ranked the second most TRANSACTIONS transformation of CAG’s current attractive employer in Singapore. Following the physical operations with new technologies, This is the fourth consecutive year transformation of the workplace partnerships and business models, as well as to drive innovation and that CAG was ranked in the top where employees moved into a grow new businesses. The new three. The ranking is determined refreshed work environment of cluster was formed by integrating based on a survey on employer new work spaces, a new suite of several divisions - Finance, Corporate Strategy & Business Development, Innovation Lab, and Enterprise Risk Management. In addition, to champion and continue CAG’s environmental sustainability efforts, a dedicated Environmental Sustainability team was also established within the new cluster.

In CAG’s efforts to enhance productivity and streamline work processes among operational teams in the new T4, a new operation model for Integrated Facilities Management was developed. This involved the integration of functions from Airport Operations Management, Commercial and Engineering and CAG’s People Team and CEO, receiving the Best Workplace Culture and Engagement award and the Best C-Suite Leader award respectively. Development Group. 72 CHANGI AIRPORT GROUP

Managed by CAG’s internal communications team, the latest news and developments within CAG are shared on the platform, together with stories about the airport community and regular giveaways tied to airport events – with the aim of encouraging employee engagement. In.Touch roadshows were rolled out with the aim to increase adoption of the application, and also to build stronger connection with divisions based out of Changi Airport.

CAG’s senior management uses In.Touch to engage with employees by sharing their ideas, opinions, work, and office life with them. In.Touch is also the platform that employees can go to, for information during crisis situations. CAG employees sharing stories and lessons learnt Enhancements to the app were from their innovation carried out during the year to experiences. ensure that it is able to reach out to as many employees as possible. As of March 2018, over 90% of employees have In.Touch on their test ideas. Storytelling continued phones, and the app sees more to be the mainstay of LearnFest, as than 400 staff logging in every day. employees got to hear personal ENHANCING TERMINAL ‘H’ anecdotes from their peers on their Terminal ‘H’ (Heartware) remained innovation experience at CAG, at the core of CAG’s people strategy as well as insights from external to build a deep engagement with speakers from Airbnb, DBS and its employees. Active employee Grab among others, all of whom engagement and investing in its had successful stories about their people’s personal and professional organisation’s journey in innovation. growth is important in making CAG a great company to work in. To create an immersive experience An example of active employee for employees, LearnFest 2017 was engagement is Fun Fridays, a brought into CAG’s office spaces for bi-monthly themed event to the first time, with interactive pop- encourage employees to take up sessions around the office. The some time off to enjoy each other’s event saw close to 450 employee company over games, food and participations, a 35% increase as drinks. compared to its last run in 2015.

Another example in building STAYING IN TOUCH engagement among staff is the Another aspect of CAG’s employee Learning Festival (LearnFest), engagement efforts was the which aims to foster and sustain a continued use of In.Touch, an culture of innovation in CAG. Held internal social media platform in November 2017, the week-long designed to foster a greater sense Learnfest, branded with the tagline of community among employees, #StartSomethingToday, created the and to also ensure that they are time and space for employees to kept informed of CAG’s news and learn techniques to generate and announcements. ANNUAL REPORT 2017/18 73

Changi Foundation also offers support to programmes run by Reaching out to Voluntary Welfare Organisations, for disadvantaged youths. This includes funding developmental the Community programmes, and offering FOR A BETTER TOMORROW education awards to students. Since 2012, the CAG-Howe Yoon Chong Book Prize and Changi Foundation Education Award have benefitted an average of 300 students have a multi-faceted experience hangi Foundation, the annually, and was extended to with Changi Airport. Some of the Cphilanthropic arm of CAG, students from Spectra Secondary works to enhance lives through airport partners even went beyond School and Crest Secondary School community efforts. With its belief the requested areas of support, starting from January 2018. in the potential of people, Changi to initiate new job experiences Foundation seeks to reach out and and offer two-month industrial Through the M.A.D (Making A support disadvantaged youths, experiential placements or part- Difference) programme, CAG by funding programmes that offer time employment for the students. continues to provide platforms for opportunities and tools to equip staff to contribute to causes close to them to lead independent and Besides supporting NLS, Changi their hearts. Besides being entitled meaningful lives. Foundation adopted Metta School to five days of volunteerism leave, a in 2018 – a school that enrolls new Christmas Giving Campaign NorthLight School (NLS) has students with Mild Intellectual was introduced this year, with a been Changi Foundation’s main Disability and Autism Spectrum dollar-to-dollar match by Changi beneficiary since 2014. CAG and its Disorder. Changi Foundation Foundation. Staff were encouraged participating airport partners have first engaged Metta School to to make monetary donations to been contributing meaningfully understand their requirements, so charities or causes of their choice. through imparting career tips and that these could be better matched In all, staff donated S$7,140 to guidance, to better prepare the the charities of their choice and against the areas that Changi youths to enter society. With the matching contributions from Foundation could contribute in. belief in the value of a long-term Changi Foundation was donated to CAG has offered support for Metta and meaningful engagement, the the Community Chest in support of School in two programmes – the partnership with NLS was renewed disadvantaged youth programmes. in 2018 for another three years. Social Competence Programme (SCP) and the Employment Pathway To promote and showcase the Changi Foundation ran eight Programme (EPP), which will be special talents of people with autism wide-ranging programmes in introduced in FY2018/19. from The Art Faculty, an e-commerce multiple runs for NLS during the year, leveraging on the skills of Changi’s staff to guide the students, including how to ace their interviews and improve their numeracy.

About 70 NLS students took part in the Job Attachment Programme, where CAG and various airport partners offered job attachments in the hospitality, retail, engineering and facilities management sectors. They were guided through tasks, developing work-related skills through the programme, and gained valuable working experience. With the support and commitment of the airport

partners, the youths were able to CAG volunteer helping a Metta School student during the Social Competency Programme. 74 CHANGI AIRPORT GROUP

Meaningful sustainability issues and best practices were shared Lee Seow Hiang receiving the ACA Level 3 on behalf of CAG. through the Changi Airport Community Environmental Forum.

platform that celebrates and The accreditation is also a 2017 – a platform that brought showcases the abilities of people commitment by Changi Airport to together the organisation and with autism and related challenges, reduce direct, controllable emissions airport partners across the private Changi Airport’s online shopping every year, and to actively work with and public sector, including portal, iShopChangi, launched a airport stakeholders to reduce their airlines (SIA Group), ground ‘Shop for Good’ space. Artworks and direct emissions. ACA represents handling agents (Dnata, SATS, products designed by the artists Changi Airport’s commitment to SIA Engineering Company), are now available for passengers improve the airport environment, government agencies (Civil to purchase online, providing a and to work in tandem with the Aviation Authority of Singapore, platform for these home-grown community to reduce Greenhouse Energy Market Authority, National artists with special needs to carry Gas (GHG) emissions. Climate Change Secretariat, their products. To reduce the airport’s GHG National Environment Agency), For its year-long effort, CAG was emissions and carbon footprint, research institutes (NUS Solar Energy recognised as a Champion of CAG introduced a fleet of electric Research Institute of Singapore) Good by the National Volunteer & baggage handling tractors, and clean technology solution Philanthropy Centre (NVPC). CAG which is now implemented at providers. remains committed to influencing the new T4. Prior to the roll-out, Over 100 participants attended the and multiplying corporate giving in CAG engaged ground-handling inaugural forum, which discussed Singapore. partners and communicated the impact of sustainability issues the benefits of doing so – going in the airport environment over ROAD TO SUSTAINABILITY beyond operational benefits, and a series of keynote presentations In FY2017/18, Changi Airport promoting the use of such electric received the Airport Carbon vehicles through the lens of global and Q&A sessions. This resulted Accreditation (ACA) Level 3, sustainability. With the buy-in from in partnerships formed to assess administered by the Airports Council the airport partners, CAG’s efforts in detail the use of sustainable International (ACI) to encourage paid off and a common pool of alternative fuels for airlines and and enable airports to track and electric chargers was installed waste management solutions, reduce their carbon emissions. This in the baggage handling areas which can be applied throughout was a result of the efforts made in to facilitate the charging of the Changi’s passenger terminals. the mapping of Changi Airport’s tractors. carbon footprint to reduce emissions The forum will be held on an annual and in developing a structured To complement CAG’s sustainability basis, as a dedicated industry forum stakeholder engagement plan to efforts, CAG organised the inaugural to share sustainability best practices reach out to the airport community Changi Airport Community and to engage both private and on sustainability initiatives. Environmental Forum in October public-sector stakeholders.