Business & Operations Review - Changi Airport
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Business & Operations Review 26 Changi Airport Group – Annual Report 2020/21
Changi Airport Group – Annual Report 2020/21 27
Air Traffic
Statistics
63.0 66.3
59.4 62.9
1.1M
1.1 Passenger
Movements
IN MILLIONS FY2016/17 FY2017/18 FY2018/19 FY2019/20 FY2020/21
386
377
362 363
71,840
72 Commercial
Aircraft
Movements
IN THOUSANDS FY2016/17 FY2017/18 FY2018/19 FY2019/20 FY2020/21
2.14 2.14
2.00 1.97
1.52
1.52M
Airfreight
Throughput
(tonnes of airfreight)
IN MILLIONS FY2016/17 FY2017/18 FY2018/19 FY2019/20 FY2020/21
28 Changi Airport Group – Annual Report 2020/21
Maintaining Singapore’s
Connectivity to the World
When Singapore made the which was down by only 23% for departing from low-risk places to
unprecedented move to close its the year compared to the previous seek entry into Singapore. CAG
borders to short-term visitors year. further assisted passengers who
and tourists in March 2020 to were on short-term essential
stem the import of Covid-19, Preserving Changi’s air hub business and official travel from
Changi Airport’s passenger traffic status countries with which Singapore
inevitably saw a drastic decline has Reciprocal Green Lane
As one of Asia’s largest air hubs,
to the lowest level in its history. agreements. These arrangements
transfer and transit passengers
Without a domestic market, were subject to change according
are important segments for Changi
passenger movements plunged to the evolving Covid-19 situation.
Airport. When transfer and transit
98% year-on-year to 1.1 million
operations for selected routes
in financial year 2020/21. April CAG also prepared for the
were approved by the government
and May 2020 were the worst-hit handling of flights under the
for resumption in June 2020,
months, with passenger traffic Singapore government’s air travel
at just 0.5% of pre-Covid levels. CAG swiftly set up dedicated bubble (ATB) arrangements with
For the year, aircraft movements Transit Holding Areas (THAs) in cities where the Covid-19 situation
declined 80% year-on-year. its terminals and adopted new was deemed to be under control.
procedures to serve passengers Efforts were made to launch Hong
Despite the dire air traffic arriving on such flights. These Kong as the first travel destination
situation, CAG was determined passengers were directly escorted via such an arrangement, which
to rise above the challenge of to the THAs, and access to the allowed for quarantine-free travel
protecting Singapore’s vital air area was restricted to them and with no restriction on itinerary or
hub status. It worked closely with authorised airport staff only. purpose of travel. However, this
the Singapore government and Strict protocols such as mask- had to be deferred due to a rise
its airline partners to maintain wearing and temperature-taking in the number of cases in Hong
Singapore’s connection to the at the entrances were observed. Kong shortly before the inaugural
world. To continue its critical role The THAs were also cleaned and ATB flights were scheduled to take
in supporting global supply chains disinfected regularly. A range of place on 22 November 2020. The
and ensuring that supplies to amenities was made available to deferment reflected the volatile
Singapore remain uninterrupted, passengers within the THAs to situation and challenges posed by
CAG encouraged airlines to ensure comfort, while they waited the pandemic to short-term travel
increase freighter flights to for their connecting flights. recovery. Nonetheless, CAG stayed
Singapore to make up for the loss nimble and readily adapted to
of bellyhold cargo capacity from Since September 2020, CAG also the changing circumstance while
passenger flights. As a result, facilitated holders of the Air Travel looking towards the prospect of
Changi Airport witnessed healthy Pass, which allowed foreigners resuming its Hong Kong ATB plan
recovery in air cargo throughput, who were short-term visitors in 2021.
To facilitate transfer and transit passengers,
dedicated Transit Holding Areas with
amenities were swiftly set up in June 2020.
Changi Airport Group – Annual Report 2020/21 29
Maintaining Singapore’s
Connectivity to the World
deemed requisite to protect
health and save lives, CAG and
the air cargo community prepared
for the major logistical task of
distributing the vaccines.
As the first and largest IATA CEIV
Pharma1 certified community
in the Asia Pacific, coupled
with extensive cold chain
infrastructure and facilities,
the Changi air cargo hub offers
an unbroken airport cold chain
necessary for the effective
handling of highly valuable
and temperature-sensitive
Members of CAG’s management team witnessed the arrival of the first batch of Covid-19
vaccines at Changi.
pharmaceutical shipments. In
2020, Changi further expanded
its Pharma@Changi community
Strengthening cargo network and and SpiceXpress in February with the addition of UPS Supply
capabilities 2021. SF Airlines and Turkish Chain Solutions and DSV.
Cargo also reinstated their The collective strength of the
Global travel restrictions and
scheduled freighter flights to community made Changi well-
lockdown measures led to a
Singapore, leading to a record 30 poised as a key regional hub to
shortage of air cargo capacity and
scheduled freighter operators at effectively distribute Covid-19
lower economic activities in the
Changi. Meanwhile, with rising vaccines to Southeast Asia and
initial months. However, Changi
e-commerce demands during the Southwest Pacific.
Airport’s air trades remained
pandemic, express integrators
resilient and handled over 1.5
DHL Express and FedEx Express In October 2020, the Changi
million tonnes of cargo in 2020/21.
expanded their network at Changi Ready Taskforce, co-led by CAG
to facilitate quick and reliable and the Civil Aviation Authority
CAG worked with the government
express cargo shipments in of Singapore, was set up to
to set clear guidelines on cargo
the region. identify and address potential
conveyance on passenger aircraft.
Between April 2020 to March challenges in the handling and
To strengthen Changi’s air transportation of different types
2021, over 60 passenger airlines
cargo hub competitiveness, CAG of Covid-19 vaccines. Comprising
operated cargo-only passenger
launched the Changi Air Cargo 18 members across the air
flights from Changi to over 90
destinations. By March 2021, Community System in June cargo community, the taskforce
more than 940 weekly cargo 2020 to boost air cargo supply collectively ensured the highest
flights (including passenger chain visibility and improve level of airport cold chain
freighters) connected Changi to operational efficiency through a integrity through secured and
over 80 cities. community data-sharing platform certified temperature-controlled
underpinned by collaborative and facilities, a comprehensive suite
During the year, Changi Airport community-based applications. of airside temperature protection
welcomed four new freighter equipment and solutions, and a
Enabling Covid-19 vaccines pool of qualified and experienced
airlines with scheduled operations
distribution
– Kalitta Air and Sichuan cold chain specialists. With
Airlines in April 2020, YTO Cargo With progress in the development these efforts in place, the first
Airlines in November 2020, of Covid-19 vaccines, which was batch of Covid-19 vaccines
1 CEIV Pharma, or the Center of Excellence for Independent Validators in Pharmaceutical Logistics.
30 Changi Airport Group – Annual Report 2020/21
was successfully delivered to availability of this inbound travel strengthening Singapore’s
Singapore in December 2020. insurance coverage was meant tourism appeal with an
Beyond local imports, the Changi to give foreigners peace of mind immediate focus on drawing local
air cargo community supported when travelling to Singapore. visitors to Changi. Through its
the successful transportation of strategic partnership with STB,
Covid-19 vaccines into Australia, To facilitate business travellers, CAG took on the initiative to brand
New Zealand, and some ASEAN a consortium led by Temasek and promote Changi Airport,
countries. Holdings and including CAG, Jewel and the surrounding areas
The Ascott Limited, Sheares of Bedok, East Coast, Tampines
Facilitating inbound travellers Healthcare Group, SingEx and Pulau Ubin as the Changi
and Surbana Jurong, opened Precinct – a unique district in the
CAG actively worked with public-
Connect@Changi in February eastern end of Singapore where
private agencies on restarting
2021. The dedicated short- the natural outdoors and a wide
travel safely and is the co-chair
stay facility, located less than array of good food, shops and
for the Emerging Stronger
10 minutes away from Changi activities amalgamate.
Taskforce Alliance for Action on
Airport, allows business travellers
Enabling Safe and Innovative
from around the world to stay Although travel restrictions made
Visitor Experiences. Inbound
and attend meetings without the face-to-face interactions difficult,
insurance coverage was identified
need for quarantine. The ability CAG continued to engage its
as a key enabler to facilitate
to hold face-to-face meetings global network of travel agencies
the resumption of travel to
in a ‘bubble-wrapped’ setting and agents through the launch
Singapore. CAG, together with
for Covid safety has been part of a new virtual platform, Changi
the Singapore Tourism Board
of Singapore’s efforts to resume Travel Circle, in January 2021.
(STB) and the General Insurance
business travel, and catalyse This new business-to-business
Association of Singapore, co-
the recovery of the MICE and community platform has enabled
led the effort to reach out to
hospitality sectors. these trade partners to gain easy
private insurers. Travel insurance
access to the latest information
products, which provided at least
Engaging strategic trade on Changi and Jewel through
S$30,000 in coverage for Covid-19
partners interesting activities ranging from
related medical treatment and
As border restrictions continued, fun gamification to webinars.
hospitalisation costs, were
launched in November 2020. The CAG pivoted its efforts towards
In November
2020, Changi
welcomed
YTO Cargo
Airlines as
one of the four
new freighters
with scheduled
operations.
Changi Airport Group – Annual Report 2020/21 31
Service Excellence
Amid Challenging Times
CAG has remained steadfast in Certification by the National the THAs were enabled with the
its commitment to deliver the Environment Agency. use of passenger count sensors.
best airport experience at Changi,
with safety, ease of travel and Facilitating the safe reopening of Covid-19 testing for arriving
comfort as key priorities. On top borders passengers
of maintaining a highly clean and
With the aviation sector affected by With Covid-19 on-arrival testing
safe airport environment, the
travel restrictions, CAG supported (OAT) mandatory for all arrival
Group worked closely with its
the Singapore government’s efforts passengers entering Singapore,
partners to ensure that changes
to reopen air borders through dedicated facilities had to be
in air travel processes, due to
reciprocal or unilateral opening set up for these tests to be
new regulatory requirements,
arrangements by swiftly adopting safely and efficiently conducted.
were efficiently implemented for a
new safety measures to protect CAG responded to this need by
smooth travel journey.
airport workers and passengers. setting up testing facilities within
Changi Airport was again named a short span of 10 days at its
Best Airport by size and region in In June 2020, after three months airport terminals. When the first
the Airports Council International’s of border closures, CAG and passengers under the Reciprocal
(ACI) Airport Service Quality Singapore Airlines obtained Green Lane arrangement arrived
surveys for airports that serve regulatory approval to gradually from China in June 2020, Changi
more than 40 million passengers a resume transfer and transit was ready to welcome them.
year. Changi was accredited by ACI services. Two Transit Holding
in its Airport Health Accreditation Areas (THAs), with new safety By March 2021, the testing
programme for providing a measures and passenger capabilities at T1 and T3 were
safe airport experience for all facilitation protocols, were quickly ramped up to be able to handle
travellers, and further became the set up in Terminal 1 (T1) and up to 20,000 passengers daily.
first airport in Asia Pacific to be Terminal 3 (T3) to serve these To improve Covid-19 testing
certified under ACI’s Airport Health passengers with amenities such efficiency and passenger
Measures Audit Programme. as comfortable seating, snooze experience, CAG partnered with
It was also recognised by Safe areas, entertainment zones, free relevant agencies to trial new
Travel Barometer as the world’s Wi-Fi, shopping concierge, hot testing methodologies, such as
‘safest’ airport with a Safe Travel food vending machines, as well breath analysers, which have the
Score of 4.7 out of 5. In Singapore, as food and beverage delivery potential to deliver faster results
Changi was awarded the SG Clean service. Contactless operations at at a more affordable price.
The launch of the Safe Travel Concierge provides a more CAG swiftly set up a 1,440-square-metre facility at Terminal 3 coach stand
stress-free travel experience for arriving passengers. to provide on-arrival testing to passengers.
32 Changi Airport Group – Annual Report 2020/21
Leveraging innovation for CAG also partnered with the Board, CAG converted the
smoother journeys Immigration & Checkpoints terminal’s multi-storey carpark
Authority (ICA) to introduce a new into a community Covid-19 swab
To create a better passenger
biometric system, which uses test site. Opened in July 2020, the
experience and reduce processing
facial and iris recognition to verify swab facility at Carpark 4B caters
time at the airport, an online
travellers’ identity. The system up to 2,800 swab tests per day.
portal for passengers to pre-
replaced the fingerprint scanning
register and make payment for
process for enrolled travellers, The first Covid-19 testing
their Covid-19 OAT before arriving
overcoming the challenge for laboratory located at Changi was
at the airport was launched in
those with ‘faint’ fingerprint or also completed in January 2021.
June 2020. The web portal was
dry fingers. While this system The facility at T4’s Carpark 4B roof
subsequently enhanced to become
was being trialled at Changi deck, comprising four laboratory
the Safe Travel Concierge (STC). A
prior to Covid-19, its roll-out clusters of eight containers
convenient, one-stop service, the
across Changi’s terminals was each housing automated testing
STC enables travellers to pre-book
their OAT and have a customised opportune during this time of the equipment, predominantly
pre-travel checklist to help them pandemic outbreak as it enables a serves the aviation sector. The
meet the entry requirements prior contactless immigration process. laboratories are able to process
to arrival in Singapore. STC, which 10,000 swab test samples a day.
Suspending terminal operations
supports the safe and gradual
for greater efficiency During the year, CAG also
resumption of travel under the
ambit of Singapore’s Emerging With much lower passenger converted T4 into the nation’s
Stronger Taskforce Travel Alliance and flight numbers, CAG took largest vaccination centre (VC@T4)
for Action, was co-funded by steps to optimise resources by to support the national vaccination
the Singapore Tourism Board consolidating Changi Airport’s programme. VC@T4 was swiftly
and first trialled at TravelRevive terminal operations. In May 2020, it set up in seven days, thanks to
in November 2020. This hybrid suspended operations at Terminal 2 detailed operational planning and
tradeshow was a pilot for large- (T2) and Terminal 4 (T4). The pause close collaboration between CAG,
scale business events held in a in T2’s operations allowed for T2’s the Ministry of Health (MOH) and
controlled environment with safety expansion works to be accelerated. Raffles Medical Group. Besides
measures. Following its success, When travel resumes, passengers the flow of operations, special
the STC was launched to all can look forward to upgraded attention was given to the storage
arriving passengers in April 2021. facilities and systems at the and preparation of the vaccines,
terminal’s Arrival and Departure and to ensure medical assistance
Earlier in July 2020, Changi also Halls, which include a central was readily available.
became the first airport in the Fast and Seamless Travel zone,
world to use infrared proximity new check-in islands, enhanced As of July 2021, 90% of frontline
sensors to enable contactless self- baggage handling systems, and aviation workers were fully
service check-in. The sensors, more room for baggage claim vaccinated since the start of the
installed at more than 180 belts. The immigration halls Sea-Air Vaccination Exercise in
automated check-in kiosks and would be expanded to support January 2021. Beyond the aviation
automated bag-drops across T1, ICA’s next-generation border and marine sectors, VC@T4 also
T3 and Jewel, allowed passengers clearance concept. A new transit facilitated inoculations for other
to hover their finger over the garden infused with greenery and government bodies and frontline
console to make their selection refreshed commercial offerings agencies. The facility can be scaled
without touching the screen. Lifts in both public and transit areas also up to process up to 4,000 people a
within the operating terminals await passengers. day, and can be further expanded.
were also fitted with contactless
Adjusting operating protocols to
call and floor selection buttons. At T4, CAG was able to convert
protect airport users
These easy-to-use, contactless part of the terminal to support
solutions provide an added layer of Singapore’s fight against Covid-19. As Changi Airport continues to
assurance to all airport users. Working with the Health Promotion keep Singapore connected to
Changi Airport Group – Annual Report 2020/21 33
Service Excellence
Amid Challenging Times
the world, protecting airport CAG also put in place multiple risk- Keeping the Changi Experience
users, especially frontline airport based measures to protect airport alive
workers, from the risk of virus workers, including the segregation,
Even as Changi Airport faced its
transmission remains CAG’s vaccination, protection and regular
biggest challenge in history from
top priority. Working alongside testing of airport workers in close
the pandemic, CAG continued to
the Ministry of Transport and consultation with MOH. Airport
maintain the special bond that
the Civil Aviation Authority of workers were provided with suitable
Changi has with Singaporeans
Singapore, CAG has adopted personal protective equipment and
by delighting them with new
a risk-based approach in training. These measures met, if
experiences. In October 2020, the
passenger management. This not exceeded, international best
Changi Airport Connector was
included the segregation of practices and kept Changi’s airport
opened. The 3.5-kilometre-long
arriving passengers according operations safe.
cycling and jogging path links the
to the government’s prevailing
airport to East Coast Park and
assessment of the countries In addition, the ventilation
the Park Connector Network,
from which they arrived to systems in Changi’s terminals
enabling the airport community
tailor handling procedures were also upgraded with air filters
and visitors to jog or cycle to the
aimed at minimising the risk of higher filtration capability to
airport for the first time. The
of virus transmission. Arriving better mitigate the risk of virus
connector includes the Changi
passengers were organised to spread, in line with the Covid-19
Jurassic Mile, Singapore’s newest
proceed directly to their OAT defence guidelines published by
and largest permanent outdoor
and Stay-Home Notice (SHN) the authorities. More fresh air
display of life-sized dinosaurs,
accommodation, if required. was admitted into the terminal
as well as Hub & Spoke Changi
Passengers from very high-risk building interiors, and a higher
Airport, a new pit-stop with a café,
countries were escorted from rate of air change was effected
bicycle rental shop, and shower
the time they disembarked from to keep the indoor air quality as
facilities. The new initiatives were
their flight through the airport for safe as practicable. CAG has also
honoured at the Singapore Good
separate immigration processing expanded the areas where UV-C
Design Awards, in categories
and OAT procedures, until they lights were installed in the air-
which recognised customer-
boarded their dedicated transport conditioning systems to sanitise
centric service innovations and
to leave the airport. recycled air flow.
creative ideas to build a stronger
Singapore.
For its year-end festivities,
CAG presented the inaugural
Changi Festive Village. At T4, a
massive 30-metre-long bouncy
castle featuring a four-metre-
tall slide delighted little visitors,
while Dino-fest, a carnival
with 50 stalls of street food,
merchandise, and interactive
family activities, welcomed
visitors of all ages. For the
adrenaline junkies, a night
go-kart circuit at the arrival
kerb side offered a thrilling
experience.
In T3, a larger-than-life dinosaur
Changi Airport transformed its terminals into a buzzling festive village to celebrate year-end display greeted guests and a
holidays with visitors. themed event, ‘tokidoki Kaiju’s
34 Changi Airport Group – Annual Report 2020/21
The Changi
Airport
Connector,
including
the Changi
Jurassic Mile,
provides
visitors a
chance to jog
and cycle to
the airport.
Holiday – Let’s Meet Fun again’, The ONE Changi Appreciation Developing skills and talents
was set up. Visitors got to enjoy 2020 Digital Event in June 2020
A ONE Changi Digital Learning
a massive double-storey indoor was attended by over 1,000 airport
Festival was held virtually
snow playground, and to get staff. Thirty-one awards were
in January 2021. Centred on
onboard a mock-up plane cabin virtually presented to airport
three themes – understanding
fitted with plane seats and partners for their invaluable
inclusiveness and disabilities,
tokidoki animated seat windows to contributions to Changi. A new
pivoting customer experience,
simulate holiday travels. award, ‘ONE Changi Buddy’, was and boosting resilience, CAG
presented to staff who helped developed the learning content
Changi, well-known for engage and transition new with its airport partners. Industry
incorporating flora around its colleagues into Changi’s working leaders also shared their efforts in
terminals, also opened its nursery environment and its service- reimagining customer service using
during the school holidays centric ONE Changi culture. The new technology and innovations.
for public tours and plant Extra Mile Award was held in The four-day event saw over 3,300
purchase. September 2020 to celebrate the airport staff enriching their skills
exceptional service of 44 airport through the ONE Changi app.
Appreciating the ONE Changi staff. More than 600 staff tuned in
community to this first digital ceremony. For a more inclusive airport
Throughout the year, CAG experience, CAG teamed up
actively engaged the ONE Changi Regular airport-wide staff with Rainbow Centre Training &
community, a key pillar of strength appreciation initiatives were also Consultancy to introduce a new
for the airport, through various held during the year to thank CARE Ambassador Programme.
initiatives that were brought online frontline staff and raise morale. Staff were taught to identify
for the first time. Its ONE Changi In June 2020, CAG launched its and understand the needs of
app, which facilitates inter-agency first digital ONE Changi Cares persons with physical and/or
interaction, saw a record number campaign to encourage the airport invisible disabilities. Since its
of users in financial year 2020/21, community to show care for one launch in June 2020, almost 300
thanks to the promotion of digital another through good personal frontline staff have been trained
training and content engagement hygiene, acts of kindness, and and certified as Changi’s CARE
via the app. messages of encouragement. Ambassadors.
Changi Airport Group – Annual Report 2020/21 35Staying
Operationally Ready
Changi
Airport Fire
Station 3 was
operationalised
in December
2020 to support
the operations
of the new
Runway 3.
While flights at Changi Airport Authority of Singapore (CAAS) to Aircraft Simulator was brought in
have been vastly reduced as a certify that the runway and its for tactical training on large-scale
result of Covid-19, the safety associated taxiways complied aircraft firefighting and rescue
of passengers on every flight with all civil aviation regulatory scenarios. The AES crew was also
handled has stayed paramount. requirements. CAG successfully trained on rescue equipment for
CAG closely guarded its flight passed all seven phases of the civil operations. More vehicles,
operations and airside functions comprehensive audit by CAAS. such as the newest foam carriers
throughout the year, as it pushed The Changi aerodrome certificate and water tenders, were added to
ahead with key operational was updated to include the third bolster the airport’s firefighting
projects to position Changi as a runway and its taxiways, and was capabilities.
future ready airport. issued to CAG in November 2020.
To test Changi’s emergency
Operationalising Runway 3 With thorough preparations, the preparedness, CAG organised
first scheduled commercial flight, the inaugural Airport Emergency
In December 2020, CAG marked Plan webinar for all airlines
SQ856, successfully took off
a major milestone with the and ground handling agents,
from Runway 3 to Hong Kong at
opening of Runway 3 for civilian supported by table-top exercises
10.11am on 3 December 2020. In
flights. This is part of its long- and familiarisation sessions.
the next few years, Changi Airport
term airport master plan to In November 2020, a ground
will operate with Runways 1 and
boost aircraft handling capacity deployment exercise simulating
3, while Runway 2 is closed for
with a three-runway system. The an aircraft land crash was held
infrastructure upgrading.
project involved lengthening and at the new terrain at Runway
converting a military runway for 3. Twenty-seven agencies
Preparing for emergencies
co-use with commercial flights, as comprising representatives
well as constructing supporting As part of Runway 3’s operations, from the airport community and
taxiways to link it to the rest of the CAG converted the Changi mutual aid partners, as well as
existing Changi aerodrome. Airbase East Fire Station into Singapore Airlines, participated
Fire Station 3 and upgraded the in the emergency exercise. Due
Prior to Runway 3’s launch, Airport Emergency Service (AES) to Covid-19 restrictions, CAG
Singapore’s Air Navigation equipping there to support civil creatively deployed mannequins
Order required the Civil Aviation aircraft operations. A new Mobile and casualty tags in place of
36 Changi Airport Group – Annual Report 2020/21‘casualty’ role players to inject outstanding safety acts and safety- Using new technology to improve
realism. related innovation at the annual efficiency
CAG Airport Safety Awards. The
CAG continued to adopt new
At Seletar Airport, CAG also programme continued to receive
technology to improve its
held a virtual table-top exercise strong support and participation
airside operations in 2020/21.
in September 2020 with its from key airport partners.
stakeholders to ensure its It embarked on video analytics
emergency preparedness. trials to provide greater
The Service Workforce
visibility of the progress of
Empowerment & Experience
With fewer flights during the year, 75 Transformation mobile app, which aircraft handling activities to
firefighters from the AES team were enables every staff in the airport aid operational teams in data-
trained to handle additional airside community to report potential driven decision making, preempt
duties, such as wildlife dispersal and hazards, also welcomed 5,000 new turnaround delays, and achieve
counter-drone operations. AES also users during the year. Even with better on-time performance.
supported other airside operations, fewer staff on the ground due to CAG also trialled an autonomous
such as Runway 3’s opening, taxiway Covid-19, over 1,000 cases were guided vehicle to haul baggage in
marker-board removal and aircraft reported, reflecting the airport a live operating environment.
stand inspections. community’s strong sense of safety
and allowing potential hazards to CAG procured a new aircraft
Promoting a culture of safety be quickly addressed. recovery kit capable of lifting and
A safe airport environment is transporting up to an A380 aircraft
crucial to creating a positive travel For maintaining its safety type to respond swiftly to disabled
experience for passengers and record, Changi Airport achieved aircraft incidents in the aerodrome
to enable staff to return home a deficiency-free rating by the and ensure an expeditious and
safely every day. In financial International Federation of Air safe return to operation. Aircraft
year 2020/21, 10 individuals Line Pilots’ Association for the 39th recovery personnel were trained
and 38 team members from 12 consecutive year since its opening to use the equipment, and a
teams were recognised for their in 1981. ground deployment exercise with
A new aircraft recovery kit is procured to help
improve response time to disabled aircraft
incidents.
Changi Airport Group – Annual Report 2020/21 37Staying
Operationally Ready
stakeholders was conducted in In February 2021, CAG rolled out circuits. Through this app, CAG’s
November 2020 to familiarise a new airfield driving simulator Engineering & Development (E&D)
them with their respective roles to improve drivers’ performance team can map, trace and identify
and the new procedures. and train them to handle special exact fault locations for expeditious
scenarios in a safe and controlled rectification, repair and recovery of
In December 2020, working environment. The simulator used service. The app will be scaled up
closely with CAAS’ Air Traffic virtual reality technology with 3D to cover the whole airfield upon the
Control and Aeronautical scenarios and terrains as well successful completion of the pilot
Telecommunications & as a 3DoF (degrees of freedom) trial at Runway 3.
Engineering personnel, CAG motion platform to increase
successfully switched over to training realism. Besides training, Smooth implementation of
a new Airfield Lighting Control CAG also upgraded the GPS- taxiway renaming
System (ALCS). A mission-critical based system in airfield vehicles
airport specialised system, the to remind airfield drivers to use In August 2020, CAG successfully
ALCS allows air traffic controllers the correct radio frequency to implemented the third and
to better manage the approach, maintain contact with Air Traffic largest phase of a five-stage
runway and taxiway lightings for Control when travelling on the multi-year project to rename
the safe landing, take-off and taxiways between Changi West all of Changi Airport’s taxiways
manoeuvring of aircraft in the and Changi East. to dovetail with future airfield
airfield in all weather conditions. expansion plans at Changi East.
The ALCS was rolled out in A pilot trial for a GPS-based Phase 3 encompassed renaming
tandem with CAAS’ introduction mobile app software solution taxiways in the western part of
of a new Advanced-Surface to digitise airfield underground the aerodrome. The timeline was
Movement Guidance & Control service locations commenced in brought forward to make use of
System, which allows air traffic March 2021. This digital database the period of low airport traffic
controllers to manage both allows maintenance staff to know due to Covid-19 to execute the
airfield ground traffic situational their exact physical locations in works safely. Despite having
awareness and airfield lighting the vast, open airfield especially leaner manpower and resources,
control more effectively. Rigorous in the darkness of the night, and as well as the need to adhere
testing was done to ensure both at the same time, easily track to Covid-19 safe management
systems worked seamlessly the whereabouts of underground measures, CAG’s E&D, Airport
with each other before they were cables and services, including Operations Planning and Airside
commissioned for the opening of manholes, draw pits, transformer (AOP&A) and contractor teams
Runway 3. pits and airfield lighting cable worked closely with CAAS to
A new airfield driving simulator was rolled out to The annual Airport Safety Awards continue to receive strong support from
improve drivers’ performance. the airport community.
38 Changi Airport Group – Annual Report 2020/21CAG trials
the use of
autonomous
tractors to
transfer
baggage
between
aircraft and
the baggage
handling area.
execute a safe and smooth Building in-house capabilities smart sensors, digital technology
change of 206 taxiway signs and innovation towards leaner
The challenge of Covid-19 has
overnight. This enabled Changi’s and more targeted data-driven
provided an opportunity for CAG
taxiways to reopen on schedule, actions. To date, CAG is on track to
to build in-house expertise, pivot
with minimal disruptions to flight implement RCM recommendations
its workforce, and future-proof
operations. for about 30 systems.
its business. One area has been
Parking grounded planes the in-sourcing of the airport’s
Managing security costs and
Fault Management Centre (FMC)
During the year, Changi supporting new businesses
round-the-clock manning function
Airport continued to house by E&D staff for better tracking, With the suspension of operations
over 200 grounded aircraft analysis and resolution of faults. at Terminals 2 and 4 in May 2020,
as travel demand remained By January 2021, four E&D staff operating costs for security
low. In accordance with CAG’s functions were reduced by more
had been trained to assume
contingency aircraft parking plan, than 65% through manpower
the roles of FMC leaders and
aircraft used more often for flights
supervisors, improving existing rationalisation and in-sourcing.
were parked at aircraft stands
operations to build a more robust
nearer the terminals for the ease
Fault Management System. To support the Group’s new
of operations, while those which
business opportunities, CAG’s
were flown occasionally were
To strengthen in-house capabilities aviation security team worked with
parked on taxiways and remote
in Reliability Centred Maintenance different agencies to review security
stands further away. The parking
plan was adjusted regularly (RCM), E&D also trained 20 in- hurdles set by previous regulations.
in close consultation with the house facilitators to set up an RCM Provisions were made for non-
airlines and their ground handlers champion system for enhancing travelling public to visit stores in the
to optimise space and respond to engineering asset reliability and airport’s restricted areas, with strict
operational needs, such as flight optimising maintenance resources. security control process and safe
facilitation and periodic aircraft Apart from improving equipment distancing measures. This helped
maintenance. CAG’s AOP&A team performance, the RCM framework to boost Changi’s transit retail
oversaw the towing and parking will increase manpower sales. Similar support was given
operations closely to ensure the productivity, reduce operating to home-based carrier, Singapore
safety of aircraft and other airside cost, and transform maintenance Airlines, for its Restaurant A380@
users. operations through the adoption of Changi event in October 2020.
Changi Airport Group – Annual Report 2020/21 39The
Board
Future
of
of
Directors
Changi Airport
With Covid-19 disrupting air travel, onsite medical support, available Construction of a 10,400-bed
the Singapore government decided buildings were converted into Coastal Dormitory to support
in June 2020 to take a strategic medical and isolation facilities, national efforts to increase
pause on the development of Changi so that mass swabs and serology dormitory capacity in Singapore
Airport’s new Terminal 5 (T5) for at tests could be conducted swiftly. began in July 2020, and is slated for
least two years. This is to allow for Each worker’s health status was completion around mid-2021.
a major review of the pandemic’s closely monitored, and sick cases
impact on the aviation sector, and promptly reported. The close partnership between
to study how current designs could CAG, the Singapore government,
be adapted to meet potential new Changi East’s Project Directors contractors and dormitory
requirements. conducted briefings to workers to operators helped to contain
provide support and assurance. the spread of the virus and
T5 remains an important long- Newsletters were sent out daily, and ensure workers’ welfare. From
term infrastructure investment for regular meet-the-people sessions September 2020 onwards, there
Singapore’s economy. Critical works and surveys were organised. CAG were no new Covid-19 infections
under the 1,080-hectare Changi also arranged for catered meals, among workers living in onsite
East development project continued solicited donations of essentials dormitories at Changi East.
during the year, amid the challenge and care packs, and set up an
of protecting the health and safety onsite remittance counter to better Towards a three-runway system
of workers at Changi East. support the workers’ needs.
Changi Airport achieved a major
milestone in December 2020
Caring for Changi East workers Restarting work safely
when it opened Runway 3 for civil
Workers at the Changi East When the suspension of operations. A rigorous procedure
dormitories were among those construction activities was lifted of testing and commissioning,
affected by the Covid-19 outbreak at in June 2020, CAG undertook known as Operational Readiness,
the start of financial year 2020/21. a massive exercise to rehouse Activation and Transition, was
CAG set up a task force, and work thousands of Changi East workers conducted in the lead-up. The
groups were quickly created to tackle onsite, reduce the number of Changi East project team also
various issues. New temporary residents per room, and reshuffle partnered with CAG’s Airport
accommodations were built to all workers into closed teams who Management and Engineering and
ringfence workers involved in strategic would live and work together. A Development clusters and worked
construction projects. Regular special Dorm Management Unit with auditors from the Civil Aviation
disinfection and deep cleaning was formed to monitor and oversee Authority of Singapore to achieve
of dormitories were organised. the activities in the dormitories. the aerodrome certification required
To enhance safe distancing and Several temporary living quarters to operationalise Runway 3.
segregation, barricades were set were set up, and ‘floatels’, or
up between blocks and floors, with floating accommodation, were Construction work on the tunnel
stairways controlled, and common also used as alternative offsite systems continued in 2020/21.
facilities closed. residences. Further mitigation Changi East, when fully completed,
measures, such as dedicated will strengthen Singapore’s air
Ensuring workers’ well-being transport, work zones and rest hub status and ensure Changi’s
remains a top priority. Besides facilities, were implemented onsite. continued competitiveness.
On 3 December 2020, Changi Airport
welcomed its first commercial flight on the
newly opened Runway 3.
40 Changi Airport Group – Annual Report 2020/21Building New
Capabilities in Retail
As early as 2019, CAG had already opportunities for their staff, so as To enhance the retail experience,
begun exploring commercial to protect as many jobs as possible CAG also pivoted the Changi
growth opportunities in the non- during the downturn. To help Shopping Concierge service. The
traveller market. The efforts laid tenants drive sales, a concerted complimentary service caters to
the foundation for its quick shift effort was also made to ramp passengers who might not be able
towards the domestic consumer up marketing and promotional to physically visit the stores or who
market as Covid-19 continued campaigns. The assistance to prefer a personalised shopping
to pervade and dampen the tenants even extended to helping service. It also serves non-
performance of Changi’s airside them source for and procure hand travellers through online chats,
and landside concessions in sanitisers and masks in the early while they shop in the comfort of
financial year 2020/21. days of the outbreak when such their home. For customers unable
items were in short supply. to travel and who missed spending
With various initiatives rolled out time in the airport, especially in
in the year to mitigate the impact Non-travellers get to enjoy the transit area, airside shopping
of the pandemic on Changi’s travel Changi’s retail offerings tours were conducted to keep
retail business, CAG recorded them engaged. CAG also partnered
S$280 million in concession sales As consumers turned to online
with its tenants to launch a series
in 2020/21. This was about 11% of shopping, Changi’s e-commence
of wines and spirits appreciation
the previous year’s sales, despite portal iShopChangi.com stepped
classes, where guests had the
passenger traffic being less than up to capture this growing
chance to taste exquisite wines
2% of pre-Covid levels. segment. It transformed itself and
and spirits and pair them with
switched focus from a buy-and-
cuisine specially prepared by The
Throughout this time, CAG fly business model to one that
Kitchen by Wolfgang Puck. At the
remained committed to helping actively targeted local residents.
end of the sessions, they could
its commercial partners manage The new approach saw Singapore
purchase tax and duty paid wines
the challenges of a depressed residents enjoying tax-absorbed
and spirits from Lotte Duty Free at
sector. It offered tenants additional shopping for more than 20,000
special prices.
rebates and rental waivers beyond products, from top brands
the financial assistance provided across wines and spirits, beauty,
The initiatives received
under the government’s aviation electronics, fashion and lifestyle
overwhelming interest, with
sector assistance package. products, without flying. This
more than 9,700 invited guests
transformation brought tenants
from the Changi Rewards loyalty
CAG also worked with new groups of customers – a
programme and key CAG partners
concessionaires to identify business segment that is expected
attending these events.
retraining and redeployment to grow even post-Covid.
Shopping and dining get better
with revitalised terminals
To emerge stronger from the crisis,
the Group continued to invest in
enhancing the Changi Experience
for visitors when they can travel
again. Along with the renovation
works at Terminal 2 (T2), additional
retail as well as food and beverage
(F&B) outlets, including a duplex
F&B concept, will be introduced.
Basement 2 of Terminal 3 (T3B2)
was also revitalised with new
brands such as CHICHA San Chen,
iShopChangi transformed itself and actively targeted local residents too. Ichikokudo Hokkaido Ramen,
Changi Airport Group – Annual Report 2020/21 41Building New
Capabilities in Retail
adopted a Peranakan theme for
their 700-square-metre space.
The DBS Lounge in T3, which
was completed in October 2020
after eight months of renovation,
took on a sustainability theme
by incorporating more plants,
wooden furniture and the use
of recycled materials. SIA also
completed their Krisflyer Gold and
SilverKris business class express
lounges in August 2020.
The revitalisation of the lounges will
put Changi Airport in good stead
T1 West was spruced up to include more greenery, with seating capacity increasing by 30%. to continue to be a market leader
in the provision of premium travel
Yikowei and Rainbow Lapis. Pop- as Internet kiosks. A new range amenities when air travel recovers.
up retail stores featuring lifestyle of F&B brands and concepts
products, handicrafts, as well as such as the Mango Tree Kitchen/ Changi Eats gives tenants a
mother and children fashion were Archipelago (a 2-in-1 concept), booster jab in the arm
refreshed every few months to add Jamie’s Deli (grab-and-go concept When Singapore implemented
buzz and excitement to the zone. by British celebrity chef Jamie the Circuit Breaker in April 2020,
Olivier) and Pontian Wanton Changi Airport’s F&B operators
In December 2020, CAG welcomed Noodle was also introduced. were badly hit from the restrictions
Swensen’s back to Changi Airport imposed on dining in. To support its
at T3B2. The all-time favourite CAG and its partners Singapore eateries, CAG launched the Changi
restaurant had closed its T2 outlet Airlines (SIA), SATS and DBS Eats delivery service in August
after 38 years of operations at the also made use of the lull travel 2020. This allowed locals to enjoy
airport following the closure of period to upgrade the lounges F&B offerings from Changi and
the terminal for renovation works. in the airport terminals. SATS Jewel delivered to their homes,
The return of the well-loved brand Premier Lounge in T1, which with the option to mix and match
enhanced the dining options at T3. opened in January 2021 after orders from up to five outlets in a
four months of renovation, single delivery.
The year 2020/21 also saw the
completion of reconfiguration
works at the west wing of the
Departure Transit Hall in Terminal
1 (T1), which helped to rejuvenate
the zone and elevate the overall
shopping and dining experience.
The refreshed design, featuring
more greenery, aimed to bring the
outdoor garden indoors.
The entrance to the secondary
street was widened and a new
F&B cluster was anchored in the
zone to drive footfall. Customer
experience was enhanced with
more seating and facilities such T3B2 was revitalised with new brands such as CHICHA San Chen and Yikowei.
42 Changi Airport Group – Annual Report 2020/21This initiative provided participating in July 2020, a live auction was an array of activities, without the
tenants an additional sales channel organised on Facebook in August need to physically queue. These
and allowed them to expand 2020, generating a reach of include booking of activities and
their market catchment beyond 142,000 viewers. events, as well as redeeming of
Changi Airport. As of March 2021, shopping and parking promotions
there were more than 40 tenants iShopChangi also launched live and premiums. The app is also
on Changi Eats, offering over streaming sessions featuring being revamped to include more
1,500 products. CAG had actively celebrities pitting themselves features, such as facilitating
supported Changi Eats with more against one another in challenges contactless payment at the airport.
than 20 marketing campaigns over while reviewing product deals
a six-month period to promote the during iShopathon, the online Following the launch of newly
service and drive sales. portal’s annual shopping campaign. curated activities and promotions,
To keep customers engaged, virtual the membership of Changi
Exciting customers in new and classes were also jointly held with Rewards grew 8% to 1.8 million
virtual ways beauty brands to provide shoppers members during the year.
with the latest beauty tips.
As in-store shopping remained low The year-end festivities at Changi
with phased reopening post Circuit New digital services were also Airport saw visitor numbers to the
Breaker, CAG found new and launched to offer customers public areas increasing by 127%
novel ways to engage and serve an omni-channel experience. A and landside sales improving by
its customers online. Following new feature in the iChangi app 159% in December 2020, compared
the popular Save 2xGST promotion allowed customers to carry out to the first half of the year.
Capturing New
Business Opportunities
Changi Travel Services (CTS), a achieved close to S$30 million arriving or transiting through
wholly-owned subsidiary of CAG in sales within its first year of Singapore, helping to ensure
formed in 2012, has been providing operations. compliance to the necessary safety
travel solutions for leisure and procedures. It also assisted to roll
business travellers. With its travel As international borders gradually out TraceTogether app to visitors.
business impacted by the Covid-19 opened for essential travel,
pandemic, CTS was nimble and CTS launched ChangiAssure,
fast to adapt by leveraging its Singapore’s first Covid-19 insurance
competencies in e-commerce to for foreign visitors. The plan is
capture new business opportunities. underwritten by HL Assurance
and administered by the Singapore
Serving both residents and Deposit Insurance Corporation.
travellers One could make instant claims at
The e-commerce platform GetIt Changi Recommends counters in
was launched in April 2020 to serve Changi Airport.
the needs of local residents when
Singapore moved into the Circuit Changi Recommends has been
Breaker period. From its humble offering concierge services to
beginnings, GetIt now carries one travellers, allowing VIPs to breeze
of the widest ranges of alcohol, through airport checkpoints. During
beauty and electronic products in Covid-19, the unit offered its meet An employee preparing to send out items
Singapore for online orders, and and greet services to seamen ordered by customers via the GetIt platform.
Changi Airport Group – Annual Report 2020/21 43ABoard
Sparkle
of
in
Directors
the Dark
Jewel Changi Airport (Jewel), with Phase 2 of reopening in mid- than 200 family passes were sold
its multi-faceted offerings of retail June 2020. By then, almost all of in the first five days.
shops and attractions, continued Jewel’s stores and attractions
to attract footfall despite the had opened. These initiatives helped to
lack of foreign visitors during the promote Jewel as a destination
global pandemic. With Singapore’s Popular brand names such as for a local holiday with overseas
borders still largely closed to %Arabica, Chicha San Chen, Devil travel on hold.
many countries, Jewel Changi Chicken and Luke’s Lobster were
Airport Development (JCAD) introduced. It also launched the Bringing outdoor fun indoors
stayed committed to supporting Jewel Privileges Programme
its tenants during this difficult to target local shoppers and In conjunction with Changi
period. When Singapore’s Circuit worked with financial institutions Airport’s 2020 year-end
Breaker measures were imposed Citibank, DBS, and Mastercard to festivities, Jewel also hosted the
in April 2020 which further roll out attractive shopping and inaugural ‘Glampcation in the
impacted retail businesses, dining promotions. Clouds’ during the December
JCAD provided additional relief school holidays, where guests
to its tenants by extending rental In November 2020, to encourage could camp overnight in tents
rebates till June 2020. repeat visitors to Jewel’s on Jewel’s highest level, Cloud9
attractions, the PlayAtJewel Piazza, with a view of the HSBC
JCAD also worked with partners annual pass was launched. Some Rain Vortex. Glamp tents were
to introduce delivery services of the year-long perks of the pass also set up for those who wanted
during the Circuit Breaker period include discounts at retail and to spend the night in a cool
and stepped up marketing F&B outlets, as well as special green oasis at the ground level
initiatives to help capture local rates for stays at YOTELAIR of the Shiseido Forest Valley.
visitors as Singapore moved into Singapore Changi Airport. More The exclusive experience with
Jewel delighted Singaporeans with the
inaugural ‘Glampcation in the Clouds’ during
the December school holidays.
44 Changi Airport Group – Annual Report 2020/21just six tents per night were fully
sold within 36 hours of the sales
launch.
During the day, while adhering
to the government’s prevailing
safe management measures, the
glamp tents at Cloud9 Piazza were
converted to glam-picnic spots
for groups of up to five. Guests
had the option to add on a picnic
basket with snacks, drinks and
card games.
The Changi Experience Studio
Jewel ushered in Chinese New Year with colourful decorations such as life-sized Chinese
also curated a 2-day/1-night zodiac characters and bright Celosia blooms.
stayover programme where
guests learnt more about Changi
Airport through behind-the-
scenes tours, before spending the Ushering in the Niu Year Maintaining high cleanliness
standards
night in the comforts of the studio. To welcome the Year of the Ox
in February 2021, 12 life-sized As promotional activities were
These unique stayover options Chinese zodiac characters, with ramped up and footfall increased,
transformed Jewel into an the tallest Ox standing at 1.8m, JCAD ensured that the mall’s
exciting staycation destination were displayed at the Shiseido premises were kept safe for guests
during the year-end break. Forest Valley. Visitors to Jewel and staff with high standards of
could scan the QR code on the cleaning and strict compliance
As Singaporeans remained zodiac characters to check their to safe distancing requirements.
confined in the country due to 2021 horoscopes. They could also Additional resources were deployed
tight border controls, many soak in the festive atmosphere on the ground to help tenants and
found their way to Jewel for their with the floral displays featuring guests adhere to the measures.
local holiday. In December 2020, bright Celosia blooms around Jewel’s efforts in maintaining high
Jewel’s footfall was 50% of what it the HSBC Rain Vortex, and pussy levels of cleanliness and hygiene
recorded for the same period the willows at the Petal Garden in the was recognised with the SG Clean
previous year, despite the lack of Canopy Park. certification awarded to the mall
foreign tourists. and Canopy Park attractions.
Jewel continues to maintain high cleanliness and hygiene standards by Jewel welcomed Singaporeans with year-end activities and
stepping up on cleaning and disinfection measures. footfall in December was half of that the year before.
Changi Airport Group – Annual Report 2020/21 45Maintaining a
Global Presence
Changi Airports International a wider variety of products and domestic traffic saw a slight
(CAI), a wholly-owned subsidiary of services related to Rio de Janeiro growth of 3% compared to the
Changi Airport Group, invests in and tourism and travel retail. previous year. International traffic
consults for airports around the remained low due to continued
world. Its portfolio includes airports Despite the difficult market travel restrictions.
in Brazil, China, India, Japan, the conditions, Tom Jobim
Philippines and Russia. In the past International Airport continued to The joint venture provided rental
year, it consulted on projects in receive notable awards. It came in rebates to airport tenants above
China and Southeast Asia. second among Brazilian airports and beyond state requirements.
for the ‘above 15 mppa category’ New ideas were also developed
CAI’s business was not spared in the 2019 Passenger Satisfaction to help increase sales. An
from the global impact of the Survey. In the same survey, it came e-commerce portal was launched
pandemic. To maintain a stronger up tops for ‘Passenger Services’ to capture the sizable airport
cash position, the company moved and ‘Efficiency of Passenger community, with plans to extend it
towards an asset-light business Security Processes’. to passengers and residents living
model, pursuing longer term near the airport.
operations and management Tom Jobim International Airport
projects, as well as commercial was also rated one of the most Other Chinese airports
joint ventures. advanced airports in Brazil in the In December 2020, CAI clinched a
first ever ‘Sustainable Airfields’ five-year commercial partnership
As part of its ongoing effort to project by the National Civil with Guangzhou Baiyun
build its capabilities, CAI is also Aviation Agency. International Airport and will
ramping up on collaboration with support commercial tender work
the Group. The collaboration The airport was also the first for the airport’s new Terminal
enables the exchange of expertise airport in Brazil to win the World 3, the existing Terminal 2 and a
across multiple airports around Travel & Tourism Council’s seal satellite terminal.
the world, thereby strengthening for its measures to protect the
CAI’s capabilities and enriching the safety of passengers and the CAI also won new contracts
Group’s overall experience in the airport community amid the health to provide advisory services to
aviation industry. crisis. In December 2020, the Changsha Huanghua International
airport attained the Airport Health Airport, Yantai Penglai
Brazil Accreditation (AHA) certification International Airport and Xiamen
by the Airports Council Xiang’an International Airport.
CAI has a 51% stake in the
International (ACI).
concessionaire which operates
CAI continues to partner with
Tom Jobim International Airport in
China Shenzhen Bao’an International
Rio de Janeiro, Brazil.
Airport to uplift its airport service
Chongqing
quality based on a three-year
Due to the worsening Covid-19 CAI has a commercial joint venture
technical services agreement
situation in Brazil and restrictive with Chongqing Airport Group –
which began in 2019. It also won
border policies of Rio de Janeiro’s Sino-Singapore Chongqing Airport
a tender to provide technical
traditional source and destination Commercial Management Co.,
advisory services to the airport,
markets, passenger traffic Ltd – which was formed to manage
which is building a mixed-use
decreased 83% year-on-year. the non-aeronautical business of
aviation complex.
Chongqing Jiangbei International
On the commercial front, the Airport. CAI holds a 49% stake in
India
airport is reviewing its tenant mix the joint venture, which maintained
in view of the lower traffic and an a net profit position in financial Durgapur Aerotropolis is India’s
increase in early lease termination. year 2020/21. first privately managed airport
To enlarge its e-commerce city. CAI has a 30% stake in Bengal
business, the airport team is As the Covid-19 situation in China Aerotropolis Projects Limited, which
upgrading its platform to integrate stabilised throughout the year, develops the aerotropolis.
46 Changi Airport Group – Annual Report 2020/21You can also read
