Airport Capacity, ensures the airport is capable of handling the amount of demand.

Operational Efficiency, ensure movement and processes in the airport are smooth and expeditious. More efficiency less time taken, smoother ops. Bigger airport, able to hanle larger number of aircraft in any situation.

Aviation Security and Safety, ensures that all baggage, personnel, passengers are screened to prevent any problems caused by security breach.

Customer Services, ensure that customers are satisfied with their experience, customers are satisfied, they would come back to the airport in the future/ leave review increase passenger rate?

Financial Sustainability, so the business/airport can be profitable and sustain under different situations, e.g. pandemic, use non aeronautical revenues/ cut down on certain ops to ensure the airport can financially sustain its operation.

·       What are the examples of performance indicators for the five key elements above?

 

Airport Capacity
- Facility Utilisation rate
- Crowding Area
- Runway (Flights), Terminal (Passenger), Cargo Rate (Tonnage) [Hourly, Annually].

Operational Efficiency
- Cost Efficiency 
- Labour Productivity 
- Capital Productivity  
- On-Time-Performance 

- Baggage Delivery Time 

- Terminal Processing Time (waiting time/queue) 

- Equipment Availability (in %)

Safety And Security
- Queues and process speed
- Security Breach rate
- Equipment

Customer Service
- Crowd Control
- Customer Satisfaction rate 
- Facilitation 
Financial Sustainability
- Profitability 
- Commercial Performance

(big)

FS: require more budget to maintain the airport or expansion

OE: + can use the extra space for rental, storage, flights (profitable) – requires more maintenance

SS: requires more security for safety

 

2. Operational Efficiency
FS: more staff are required to ensure on-time performance, more funds
CS: ensure pax are satisfied with the service

3. Aviation Safety and Security
CS: needs to be as smooth as possible to enhance customer experience
FS: new technologies for screening requires more fund

4. Customer Services
AC: bigger space allow pax and staff to feel more comfortable 
OE: needs to be fast and updated frequently for pax service

5. Financial Sustainability
Everything requires fund if we want the best for the airport (technology, space, service, training)

Professional Staff, Innovative Technology and Equipment, Process Efficiency, Stringent Security regulations and training, and Effective Wayfinding.

How have these factors helped Changi Airport to be successful over the years? 
1. Improved passenger experience with professional staff to handle and mishaps

2. Improved check-in systems help in improving the efficiency of the passenger's check-in as the check-in systems are capable of reducing the time needed to check in, reducing overcrowding in the terminal which improves the overall passengers flow in the airport. This also elevates the passenger experience in the airport which improves the overall reputation of Changi Airport.

- Approach kiosk, Select airline, Print boarding pass/Bag tags, Validate travel documents such as passport
- Go to a manual counter if kiosk is unable to process
- Check Printed Boarding Passes and Bag tag
- Go to a bag drop, place tagged bags, scan passport and boarding pass, capture biometric image of face, say goodbye to bag & collect baggage receipt 
- Head on to immigration, clear immigrations with face
- Go through Security screening: Do not need to remove electronic devices due to CT Xray Scan
- At boarding gate, just enter by scanning boarding pass and face. 

PART 2

PART 3 
Self-service kiosk concept is impersonal, and airlines may lose their identity and become detached from their customers. Give some proposals how airlines can overcome this threat.
- Have the airline staff at the kiosks to help passengers
- Design the software that fits with the airline (e.g. airline colours/font) 
- Short survey at the end of the process to see what can be improved (Similar to the toilets in Changi) 
Will self-service check-in kiosks ever replace manned check-in counters?

- No because