Helping Singapore Changi Airport stay the World’s Best Airport

Challenge

Singapore Changi Airport serves more than 65 million passengers annually and is one of the largest transportation hubs in Asia. Changi has for the seventh consecutive year been awarded the World's Best Airport by Skytrax – the longest for any airport to hold the title. To keep this prestigious title Changi must continuously evolve beyond the needs and expectations of their passengers through deep knowledge of their passenger mix, satisfaction and behavior.

Approach

To provide Changi with the in-depth understanding of their passengers to continuously tailor make services, experiences and offerings, Epinion has since 2015 played a broad partnership role across key divisions and stakeholders at Changi. Epinion helps Changi take deliberate, data-driven and strategic decisions in all parts of the airport and through the entire travel value chain by conducting 30,000 interviews annually and turning this data into actionable insights.

Resolution

The results of survey programs and ad hoc studies conducted at Changi Airport are used for regulatory based documentation of the airports operations and development of both the passenger experience and commercial services, ensuring that Changi stays on top of critical aviation trends and passenger needs to keep bringing world-firsts like The Jewel and thus retain the title as the World's Best Airport.

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