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Content by Singapore Airlines

Boarding Soon:

Inspiring Travel in a New Era

Redefining
the Passenger
Experience

Singapore Airlines leverages technology to enhance the passenger experience at the airport.

International travel remains as tempting as ever, however, the prospect of preparing for the trip can easily deter planning.

To facilitate travel, Singapore Airlines continues to carefully consider how it can make travel hassle-free and comfortable through the use of technology and thoughtful touches, including the use of an app that enables its ground staff to receive real-time flight status updates, passenger handling information, and baggage details, even on the go. This allows the ground staff to provide proactive customer servicing, which ultimately provides a seamless
customer experience.

“By harnessing digital technologies and listening to our customers, we can deliver a safe and seamless experience, from check-in to bag drop to relaxing in the lounge ahead of a flight,” says Rebecca Wong, Manager Ground
Experience Development.

“In order to deliver a world-class experience, we have implemented innovations and ideas during the pre-boarding travel stage to make the experience with us more convenient.”

Rebecca Wong

Online Check-in
Made Simple

Singapore Airlines has further enhanced its check-in system, making it more convenient and reducing time spent in the airport. Travelers have various ways to check-in, including an entirely contactless experience as part of the airline’s self-service ecosystem.

Two days before the flight, travelers will receive an email inviting them to check-in online, which they can do up until an hour and a half before the flight. The system flows through the check-in steps, automatically populating information that they have submitted, and all passengers need to do is to check and update.

Hassle-free
Check-in                

For in-person check-in at Singapore Changi Airport, travelers can avoid congestion at airport counters and instead head to the self-service kiosk, which takes them through the same steps as online check-in.

Further elevating the travel experience across all touchpoints is the print-and-go feature, in which passengers can check-in online or via the SingaporeAir mobile app and generate a QR code. On arrival at the airport, they can scan the QR code at the self-service kiosk to print luggage tags at their convenience.

“The airport is a high-traffic area with a lot of travelers. To put customers at ease, self-service kiosks and bag drop machines are a big part of how we’re working to minimize contact at the airport with the self-service ecosystem,” explains Wong. It is also speeding things up; the entire check-in and bag drop process takes about five minutes, or less, and has resulted in a significant reduction in
wait times.

When friends or family check in at the kiosk, you can combine bookings and pool luggage allowance.

Confirm your details as they automatically populate, and print out your boarding pass.

Print out your bag tags, attach them to the bags, and drop them at the self-service bag drop station.

While modern conveniences are welcomed, Singapore Airlines recognizes the importance of the personal touch. Embodying the airline’s promise of service excellence and an exceptional travel experience, its ground staff remains close to offer assistance to anyone who needs help checking in or printing and attaching luggage tags. Having a presence on the ground provides insight into traveler behavior, allowing check-in processes to be updated whenever necessary.

For some travelers, time spent after checking-in is their favorite part of the journey; it offers the chance to relax, grab a bite to eat or get some work done. Guided by its promise to deliver a consistent world-class experience across the entire travel journey, Singapore Airlines kept all of this in mind when it began redesigning its SilverKris and KrisFlyer Gold lounges, located at Singapore Changi
Airport’s Terminal 3.
“In the redesign of the lounges, we placed our core focus on customer needs and comfort. At the same time, a fundamental principle was to future-proof the lounge environment so that there is always flexibility to adapt to our customers’ evolving needs,” says Philipp Lim, Manager, Premium Passenger Services.
Should travelers need to get some work done, they can do so from the productivity pods at the SilverKris Lounge; ergonomic spaces that offer privacy. If a little relaxation is needed alongside work, the lounge’s newly designed modular chair allows you to work and dine seamlessly from the comfort of a sofa seat.

“It’s all about making people feel comfortable,” says Lim, pointing to Singapore Airlines’ research findings that travelers increasingly opt to eat, work, and relax in the same space rather than stay in business centers.

“We want to make sure that they have the choice of privacy, and also all the services and amenities that they need to make the most of their journey.”

Philipp Lim

Singapore Airlines taps into your five senses to deliver a memorable experience:


Sight: The airline’s signature batik motif can be seen tastefully incorporated in the design of their products and services.

Touch: Look forward to the warmth of the celebrated Singapore Airlines’ service excellence, as well as the comfortable furnishings.

Smell: Singapore Airlines’ signature ambient scent, Batik Flora, greets you as you arrive at the lounge foyer.

Sound: The Sound of Singapore Airlines, their sonic signature, is a melody composed in collaboration with an award-winning composer.

Choose from a wide range of food and drinks offerings available for self-service.


Enjoy your selection at the various dining areas, including al fresco spaces under the terminal’s skylights with an enviable view of the runway.

Taste: Singapore Airlines offers nourishing, delightful, and satisfying meals across local and international fares to tantalize the taste buds of passengers.

Comfort Guarantee

By leveraging technology and its long heritage of excellent customer service, Singapore Airlines makes sure that travelers feel safe and comfortable at every step of their journey.

From a safety-focused approach to checking in, to an adaptable lounge designed to meet customer needs before boarding their flights, travelers can look forward to an enhanced and enjoyable airport experience with
Singapore Airlines.

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