CEAs go around the THA periodically to remind passengers to keep a safe distance and wear their masks. They also look out for passengers, such as giving out blankets to those feeling cold and neck pillows to children.

When asked about how she feels working at the THA compared to the terminals, Elma Ma commented, “The work is very different, but I feel happy that I can engage passengers and make their transit here as pleasant as possible.” 

Airline premium passengers who prefer a more enclosed space can find more rest areas in the premium waiting area within the THA. Quick meals, snacks and drinks are also served here.

For passengers who have a long layover, they may also wish to book a stay at the transit hotel.

“This has been quite popular, so we have worked with government agencies to increase the number of rooms available for passengers who wish to rest in their own individual space,” said Natascha Phua, Manager of Departure Experience at Changi Airport.

More food and shopping options for transit passengers

For many, having a hot meal after a long flight is important, especially if their layover is long. Thus, more food options have been brought into the THA, ranging from snacks, beverages and full meals. 

Fresh daily bakes including pastries and sandwiches are available at the THAs for passengers to grab and go, along with a cup of hot coffee. Passengers can also get alcohol, or order from an expanded menu including burgers and pizzas, and have their meals delivered to the THA.

Food and beverage vending machines, which has been a popular option among passengers, have also been added to provide more variety.

New vending machine Bobo Café serves hot meals such as Spaghetti Aglio Olio, Vegetable Fried Rice, and an assortment of finger food.

Passengers can also order meals from a greater selection of F&B outlets at Changi through an app or website that offers food delivery services to the THA. The range of restaurants and cafes now includes Tai Cheong, Old Town White Coffee and Terminal 1 Plaza Premium Lounge in addition to I Love Taimei, Pontian Wanton Noodle, Hudsons Coffee and Wolfgang Puck.

For those looking to make duty-free purchases, they can also shop from an expanded variety of over 15 brands and tenants using Changi Airport’s shopping concierge service

“Feedback has been positive based on the surveys we have conducted,” said Natascha. “It was encouraging to receive praises from passengers, many of whom appreciate the service levels at the THAs and the help rendered by the CEAs.”

This is echoed by passengers who have commended staff who went over and above to help them with their needs, leaving them with “a positive experience in a stressful time”.  

Natascha added, “Passengers can expect further enhancements as we continue to work on passenger feedback, innovating to serve passengers in a well and safe manner as travel restrictions ease.”