Efficient passenger processes at Changi Airport

Posted: 22 September 2022 | | No comments yet

Singapore Changi Airport has explored new and exciting ways, from fast-track check-in to retail, allowing the passenger to shave minutes off of the airport journey time.

Efficient passenger processes at Changi Airport

Credit: SIN

Ever wondered why the time it takes to check in and go through immigration at different airports varies? For a clue, passengers can look at what they’ve packed.

As the world lives with COVID-19, some ‘packing essentials’ would include documents such as vaccination or health certificates, which are required by some destinations for border control.

Verifying that a passenger has the right documents might add minutes to the time it takes to check-in for a flight at different airports. This is on top of verifying regular travel documents like visas and tickets.

Unknown to many who fly from Singapore Changi Airport (SIN), the airport community is constantly working on ways to shave minutes off the time for the entire passenger journey.

This is so that passengers can focus on the important things such as enjoying their travel experience at Changi Airport, dining at some of the best airport restaurants, picking up that special gift before the flight, and breezing through it all stress-free and relaxed.

It is this passion to put passengers at the heart of everything that Changi Airport Group (CAG) has been honoured recently for efficiency excellence by Vancouver-based Air Transport Research Society in a global benchmarking study.

Passengers will be able to see Changi Airport’s singular focus on passenger experience and efficiency in practical application the moment they step into the airport.

Never too early to check-in early at Changi Airport

Most airline check-in counters open at least two hours before a flight departs. Rather than wait, passengers flying on selected airlines at Changi Airport can take full control of their depart experience by heading to Jewel Changi Airport’s Early Check-in Lounge.

Passengers who can benefit most from this service are those who may have a flight later in the day but need to check out of their hotels around lunch time. They can arrive early to the airport, head over to Jewel, complete their check-in and be free to enjoy Jewel and explore the terminal the rest of their time before their flight later on.

Credit: (SIN) Travellers can do their last minute shopping at Jewel after checking in their bags at the Early Check-in Lounge.

Breeze through Changi Airport with FAST check-in

For those who prefer to check in closer to flight time, many today are familiar with self-service check-in options. Changi’s Fast And Seamless Travel or FAST system gives eligible passengers the choice of checking in themselves and at their own pace.

Once passengers reach the kiosk, it’s just a few simple taps on the screen to complete the check-in process. Compared to using a manned counter, passengers can easily save half their usual check in time with Changi’s FAST system. If passengers couple the FAST check-in with the full suite of self-service options, including bag-drop and automated immigration clearance, they can complete the entire departure process even faster.

After immigration, passengers will be wowed by the extensive range of shopping and dining delights in Changi’s Departure Transit Halls, from luxury leather bags and limited-edition timepieces to the latest tech gadgets and that most huggable plushie.

So many shops, so little time

Credit: SIN

Beginning pre-pandemic, the Changi Shopping Concierge service is the go-to team to help maximise the shopping experience at the airport. The Shopping Concierge team is clued-in on the latest trends and most popular luxury items from perfumes and leather bags to fashion and gifts.

For passengers flying from one terminal and really want that special luxury item that is only available in another terminal, just contact the Shopping Concierge with a simple WhatsApp message. The staff will connect with the traveller either via text or videocall. They just need to let the Shopping Concierge know what is on their shopping list and they will go pick it up. They will even arrange for payment to help passengers save more time.

With Terminals 2 and 4 re-opening, inter-terminal shopping is going to get so much easier and faster for passengers. 


What started out as a Changi Airport innovation to ensure safe distancing when travelling during the height of COVID-19 has produced a surprising double benefit.

ChangiQ gives passengers travelling on selected airlines a way to book check-in and pre-boarding screening queue slots on the iChangi app, through adding the flight details in the app to book a queue slot.

Once done, the passenger can arrive at the gate hold room at their scheduled time slot to make their way through, improving the passengers‘ boarding experience in a fast and efficient way.

Beside the efficiency, ChangiQ gives passengers more control over their travel journey – a slot can be booked even before reaching the airport – making the time in Changi Airport all the more stress-free, leaving travellers with more time to enjoy and experience all that airport has to offer.