She walks fast. She talks even faster. She does not beat around the bush. But everyone at SATS Passenger Services speaks highly of her.
Selene Powlose, Duty Manager, SATS Passenger Services
Selene has worked in passenger services for 36 years. She joined SATS in Singapore after a brief time in real estate. Since then, she has handled everything from boarding gate procedures and staff scheduling to running daily operations in Changi Airport’s Terminals 1, 2, and 3.
Passenger services are a key part of ground handling that airlines depend on at airports worldwide. Many airlines work with ground handlers like SATS and WFS, a SATS company, to support passengers from check-in and boarding through arrival.
Across the SATS Group network, passenger services teams work closely with airlines and airport partners to manage check-in, boarding, flight departures, and customer communications. They also assist with flight disruptions, baggage enquiries, special requests, and support for passengers who require additional assistance.
As the frontline representatives of airline customers, passenger services teams play an important role in shaping the travel experience. Their work helps airlines deliver safe, efficient, and seamless journeys while keeping airport operations running smoothly.
At SATS, passenger services professionals support airline customers across airports in Asia, the Americas, and other markets, helping millions of travellers navigate each stage of their journey with confidence.
Selene has been promoted to Duty Manager within the Passenger Services Team at SATS in Singapore. Her responsibilities centre on assigning Customer Service Agents (CSAs) to flights and overseeing passenger services for two full-service airlines operating between Singapore and the Americas.
Each day, Selene’s goal is to ensure every flight has enough agents and that passengers are taken care of, from check-in to boarding and arrival. She also provides support during unexpected flight delays or special assistance requirements.
When someone calls in sick or flights change, Selene makes the necessary adjustments. It’s not easy asking someone to cover a shift at the last minute, but she has learnt how to manage it.
Selene looks after a team of around 300 CSAs, a mix of full-time and part-time staff. She knows them by name. She checks in with them regularly. On early morning shifts, she brings them bread or coffee, especially those living alone in Singapore.
“Most of them don’t have someone to make their breakfast, so I include them when I prepare mine,” Selene shares. It’s a simple gesture but deeply appreciated by her colleagues.
In passenger services, that kind of care makes a difference. It lifts morale and sets the mood for the day.
To Selene, passenger service is never just about ticking items off a checklist. It’s about ending every interaction with a smile.
For her, it begins with the team. She ensures everyone feels valued and cared for, particularly on long days or early shifts. When people feel supported, they are more willing to go the extra mile.
Selene often shares stories that reveal just how far CSAs at SATS will go to brighten a customer’s day.
Like the time an elderly traveller from India could not board a flight because of visa issues. He also did not speak English, so the team helped him get in touch with his family, bought him food and drinks, and stayed with him until he could board a flight home.
Another passenger left his phone in a taxi. The team did everything they could to find it and made sure he got it back before boarding.
Another story involves a teenage boy flying alone to the United States to visit his grandmother. His parents were understandably nervous, so Selene stayed in touch and sent them updates until he made his connecting flight.
Selene has plenty of stories to share, and in every one, she shines the spotlight on her team. Yet, her own impact stands out. She has championed customer focus as a core value amongst CSAs, which earned her the Global Winner for Service Excellence Award at the SATS Global PCEO Awards 2024.
Selene receiving the Global Winner for Service Excellence at SATS Global PCEO Awards 2024
Passengers notice these efforts and often write to the airlines to praise the staff. Yet if you ask the CSAs, they will say, "It's part of the job," even though it isn't required.
Their job descriptions do not mention helping to find a lost phone in a taxi, spending their own money to buy food for a stranded traveller, or keeping worried parents updated.
Yet they do these things because they remember what it feels like to receive kindness. They recall moments when someone, like Selene, supported them, checked in, brought breakfast or noticed when they were having a difficult day.
So when it is their turn at the check-in counter or boarding gate, they bring that same empathy to their work. This is what customer focus looks like at SATS.
For Selene, the philosophy is simple: "You cannot pour from an empty cup. Take care of the people first. They will take care of the customers, too."
Q: What does a passenger service agent do?
Passenger service agents assist travellers at the airport, verify travel documents, manage check-in and boarding processes, and help resolve customer issues.
Q: What does a duty manager do in airport passenger services?
Duty managers oversee passenger service operations, coordinate staffing, manage disruptions, and support airline partners to ensure smooth passenger journeys.
Q: How do passenger services teams improve the travel experience?
Passenger services teams help travellers navigate the airport, provide assistance during disruptions, and ensure passengers receive timely support before departure.
