Case Study 1: Changi Airport
Every business traveler has war stories to tell of horrible airports that are notorious for delays, long walks through maze-like corridors, and unfriendly staff. Yet one airport sticks out for the right reasons—Singapore’s Changi Airport. With more than 370 awards in the past 30 years, it is the world’s most awarded airport. Changi Airport even receives high marks when it cannot permit you to fly. When passengers were stranded in the airport in April 2010 due to the Iceland volcano flight disruption, passengers were well taken care of. Close coordination with airlines to source hotel accommodation, and the provision of blankets, food/drinks, and resting space at the airport when no more hotels were available were ...
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