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At SATS, we serve our passengers from the heart, treating them with professionalism, care, courtesy and warmth - familiar
hallmarks of our renowned customer service culture. We constantly aim to provide exceptional service from check-in to
boarding. In the financial year 2006-2007, SATS handled over 84 thousand flights and
served more than 29 million passengers.
Checking in for a flight has never been so convenient. Airline passengers can choose to check in by telephone, facsimile or via the Internet. They can now also check in at any time of the day using our newly launched 24-hour check-in service at
Singapore Changi Airport to avoid the last minute rush and queues at the check-in counters.
SATS launched the Automated Check-In Machines in October 2006, providing yet another alternative to queuing at check-in counters. Operating much like a bank-shared ATM, these self-service kiosks allow airlines to offer to their
passengers self check-in functionality at the touch of a screen.
Having invested more than S$1.5 million, SATS is the only ground handler at Singapore Changi Airport to bring wireless technology solutions to passenger handling processes. The
Mobi-Gate, a portable, wireless boarding gate reader, was developed with the objective of reducing passenger processing
times at the gate hold rooms. Mobi-Gates have been positioned in Terminal 1 of Singapore Changi Airport, helping to ease
congestion resulting from enhanced security checks and at gate hold rooms which have only one boarding gate reader.
Wireless Mobi-Check PCs are also being used in departure halls as "queue busters", to reduce
passenger waiting time during peak travel periods. Operating as full service check-in workstations (including printing of
boarding passes and bag tags), the Mobi-Check PC is especially useful for staff facilitating tight flight connections for transfer passengers at the
arrival gate. It eliminates the need for transfer passengers
to check-in at the main transfer desks when an incoming flight is delayed.
Networked-linked Tablet PCs were first introduced on a trial basis in 2004 and have been fully operational since September
2005. Check-in staff who handle queue combing duties are able to offer passengers an abbreviated check-in process through
the use of the Tablet PC. Information retrieval is faster and staff can also provide important updated information on flight
arrivals and departures or advise on travel arrangements.
In financial year 2005-2006, SATS extended its Baggage Reconciliation System (BRS) to more airline clients.
Following a successful rollout with Singapore Airlines, the system was implemented across other airline clients, including
All Nippon Airways, British Airways and Cathay Pacific. The BRS provides a real-time baggage management solution that enhances
flight security by ensuring that passengers are matched with their bags on the same flight.
Since 2005, SATS has recruited Native Language Speakers fluent in Mandarin, Korean, Japanese and Hindi for customised handling of airline passengers, bridging the communication gap and providing for improved interaction between our staff and passengers. This programme has been warmly received and will prove more valuable as we greet more international passengers at the airport.
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