At the heart of the excellence that underpins the Changi experience is Changi Airport Group’s (CAG) strong commitment to delivering exceptional service to all travellers and visitors. While different teams in the airport community contribute in their own way, CAG’s Duty Terminal Managers (DTMs) are tasked with the critical role of overseeing ground operations across Changi’s four terminals. Through close collaboration with different airport partners, the team ensures that operations remain efficient around the clock, and that world-class service continues to be delivered at every passenger touchpoint.

(From left to right:) Low Chong Lim, Chen Haoming and Leo Lee gained hands-on experience during their IWSP as Assistant Duty Terminal Managers at Changi Airport Group. (Photo: CAG)

As part of CAG’s efforts to maintain a strong talent pipeline for this key role, the company welcomed its latest batch of interns from the Singapore Institute of Technology’s Bachelor of Science (Honours) in Air Transport Management programme in August 2024. Through the university’s Integrated Work Study Programme (IWSP), these students get the opportunity to spend their academic terms working with CAG as Assistant Duty Terminal Managers (ADTMs). Over the course of eight months, they developed their core competencies in handling airport operations, all while gaining hands-on experience in Changi’s dynamic and fast-paced environment.

A Multi-faceted Role Where No Two Days Are The Same

For Chen Haoming, a student from the recent IWSP internship batch, the ADTM position presented him with new challenges and real-world opportunities to learn from. He said, “No two incidents that we encountered were ever completely identical, with each presenting us with a new lesson or takeaway.”

The 24-year-old’s passion for aviation first manifested in primary school, where he spent many weekends at Changi on plane-spotting trips. This led to a strong interest in the aviation industry and ultimately influenced his decision to pursue a career in the field. Prior to joining the IWSP, Haoming even took on a contractual role as a Changi Experience Ambassador (CEA) for close to three years, where he focused on passenger service and engagement. 

Across his duties, Haoming drew on his past experiences as a CEA to bring a strong, passenger-centric touch to his ADTM role. (Photo: CAG)

During his time as an ADTM, Haoming embraced the rigour of his new leadership role, spearheading daily incident management and taking on the responsibility of making key operational decisions.

When asked if there had been any particularly memorable incidents during his stint, Haoming recalled a time when aircraft bay constraints in one terminal posed the risk of delaying later flights. As a part of the team tasked with mitigating the situation, Haoming worked with different stakeholders to develop a series of alternative arrangements, which involved assigning affected flights to gates in other terminals. Despite the reduced time frame that they had to test the effectiveness of this solution, the team managed to roll it out swiftly. The workaround ultimately proved to be effective, and the situation was successfully resolved before it got any worse.

Responding to The Call of The Duty Phone

While monitoring the ground eventually becomes a part of an ADTM’s daily routine, the true test happens when the duty phone rings.

“The pace of work shifts dramatically. Depending on the nature of the incident, I had to quickly head to the site, assess the situation, and coordinate the necessary resources needed to resolve the issue effectively. Whether it was a flight disruption or a passenger-related concern, my top priority is always to minimise any impact on airport operations,” recounted Low Chong Lim, another intern in the ADTM programme.

Throughout their stints, Chong Lim and the other ADTMs worked closely with a pool of Changi Youth Ambassadors, acting as first responders to situations that arose within the terminals. (Photo: CAG)

Having first heard of the IWSP six years ago, Chong Lim’s interest in the role was further piqued after working alongside other DTMs in his stint as a Changi Youth Ambassador (CYA), where he witnessed first-hand the impact that their job had on daily airport operations. Having later become a part of the team, his experience taught him the importance of employing critical and creative thinking in high-pressure situations, which are never too far away in Changi. Thriving on the adrenaline of handling such incidents, he grew to recognise his strengths in making rapid, calculated decisions on his feet, and found the dynamism of the role to be both fulfilling and exciting.

Leave a Lasting, Positive Impact on All Passengers

For Leo Lee, the human interaction of the ADTM role remains the most important aspect of them all. He remembers how, early on in his stint, he encountered a drunk passenger. Disoriented, the passenger had missed his flight and was deeply unhappy with the situation. Leo focused on helping the passenger sober up, while speaking to the airline on ways to help the passenger rebook his flight.

By demonstrating a clear understanding of operations management techniques, Leo was able to deliver the signature Changi experience to the passenger, even amidst a challenging situation. Upon later learning that the passenger’s disorderly behaviour had been sparked by a relative’s passing, it gave Leo cause for reflection and highlighted the importance of extending his empathy and care to all passengers.