Page 10 - CAG One Changi Magazine_Jan-Mar 2021

10 Recognitions
Quarter 3
Jul - Sep 2020
A quarterly celebration to honour our Extra Mile Award (EMA) winners for their exceptional service acts. EMA winners are selected from nominations submitted by their supervisors or CAG staff.
ONE Changi Leaders’ Choice Award
Veera Letchemi D/O Monakaran
Immigration & Checkpoints Authority
Amidst the COVID-19 pandemic, a passenger was referred to the Duty Office on 22 Sep 2020 due to a positive declaration for a respiratory condition. Because of his condition, the passenger required specific facilities and hence had booked his own accommodation to serve his 14-day Stay-Home Notice (SHN). However, the Singapore Tourism Board (STB) advised that passengers were not allowed to choose their SHN Dedicated Facility. Assistant
Team Leader Veera took pains to explain the passenger’s health condition accommodation for the passenger. Well done, Veera!
and convinced STB to arrange suitable
children who appeared lost. When her colleague took over her post, Carissa immediately searched for them and offered bottles of water. She realised that they could not locate their car and had also forgot their car plate number. Carissa then asked for the car’s description and came up with a solution to locate the vehicle by continuously pressing the alarm button on the car key. The car was finally found after 20 minutes. Thank you, Carissa!
Han Jun
Certis Aviation Security
While on his break on 24 Aug 2020, Experience Concierge Han Jun approached three passengers who
looked confused. He realised that they were having difficulty filling up the health declaration form and were unsure of how to check in. He guided them in completing the form and taught them how to submit the online health declaration form using
a phone app. The guests were very thankful for his kind assistance. Well done, Han Jun!
Limbaring Irene Grace Yonson
Certis Aviation Security
On 21 Sep 2020, a passenger cried after missing her flight. The next morning, Service Operations Executive Grace noticed her waiting at the gate for her flight, which was to depart in the evening. Grace then advised the passenger to
rest at the Snooze Lounge and check
on her flight status three hours before
the departure time. In the afternoon, Grace bought food and water for her and assured her that she would be back to escort her for her flight. The passenger was touched and thankful for Grace’s help. Well done, Grace!
Outstanding Staff Award
Goh Qi Zhen
Lagardere Travel Retail
On 1 Jul 2020, Store Retail Manager Qi Zhen received a request from Australia for a replacement jewellery set, as the original had been stolen. Qi Zhen liaised with the supplier and the passenger
to locate an identical set. She then
went to the post office to ship it out
by registered post, and kept in contact with the passenger until she received it. The passenger was “very happy to have the jewelery set again” and said that it “meant a lot” to her. Thank you, Qi Zhen, for your dedication!
Ng Lai Yoong Janet Cassandra
MUJI
On 4 Jul 2020, Retail Assistant Cassandra assisted two customers who wanted to buy some storage cases. She then went out of her way to bring the purchased items to the carpark and waited while
the pair located their car. Well done, Cassandra!
Rita Bte Ahmad Sanawe
SATS Ltd
On 18 Sep 2020, Customer Services Officer Rita realised that a passenger was missing an approval letter from Malaysia, which was required for clearance at his destination. Rita explained the situation and contacted the immigration office in Kuala Lumpur to request a waiver. When the passenger’s appeal was rejected, Rita helped to change his departing flight to two days later so that he could obtain the required documents. Later, Rita received a new circular which waived the need for the letter and immediately contacted the passenger. She continued to liaise with him until his departure, despite it being
her day off. The passenger recounted how he “really appreciated her kindness and great service and effort”. Thank you, Rita!
Muhammad Bin Mustaffa
Singapore Airlines
On 29 Sep 2020, Flight Steward Mustaffa met a passenger who wanted to call
his mother in Cambodia. After searching for a public phone in vain, Mustaffa offered him his personal phone.
The passenger initially rejected his
offer, as the call would be expensive,
but Mustaffa insisted. After the call, the passenger offered to pay him in cash
but Mustaffa declined. The passenger complimented him saying, “My first time in Changi Airport left me in awe thanks to the gem of a staff that you have!”
Well done, Mustaffa!
Mahadevan Vijayendran (Vijay)
A&W
On 11 Aug 2020, a female customer asked Restaurant General Manager Vijay for candles for a birthday celebration. As they did not have any, he ran to a nearby bakery and bought a donut with his own money in order to obtain candles and
a birthday tag. He returned within five minutes and presented the items and
a lighter to the customer. The female customer commended him saying that they were “very impressed” and “touched by the extraordinary service rendered”. Well done, Vijay!
Santos Carissa Flores
Certis Aviation Security
On 1 Aug 2020, Experience Concierge Carissa was manning a temperature screening touchpoint at Jewel when she noticed a guest with crutches and two