OT: Tell us about your average day at work.
Albert Lim: Managing the world’s best airport
OT: An unusual situation you encountered, and how you rose up to the challenge?
Albert Lim: I once dealt with a foreign passenger, who after going through the security screening procedure, decided not to board his flight. He alleged that the airport security was not thorough, rendering the airport unsafe, and decided to walk out. Subsequently he stayed on in Singapore and sent emails to complain that he was traumaÂtised by the entire experience at Changi. He also demanded compensation for his extended stay in Singapore, threatening to take legal action and highlight his experience to the press if his demands were not met. We stood our ground pertaining to our robust security procedures. He eventually gave up pursuing the case.
OT: Tell us some things about Changi that even frequent travellers fail to notice.
Albert Lim: Air travel can be stressful. In addition, most airports are essentially utilitarian. Therefore, at Changi, we strive to provide a stress-free and positively surprising experience for passengers. We have several gardens, such as the open-air Cactus Garden at Terminal 1, an interactive Enchanted Garden mimicking the sounds of the Borneo forests at Terminal 2, and a double-stoÂrey outdoor Butterfly Garden, which is a world’s first in an airport, at Terminal 3.
OT: Please share an anecdote about something that nearly went wrong but passengers never found out about it.
Albert Lim: If there is a serious glitch or disruption to our automated Baggage Handling System, our Airport Operations colleagues would have to be prepared to roll up their sleeves and help in the manual sorting of baggage at the baggage area for the respective departing flights. Such bagÂgage system disruptions would not be known to passengers who are checking in their bags. Thankfully, these instances have been few and far between, but they remind us that Murphy’s Law can kick in anytime, especially in the area of time-sensitive operations.
OT: Do you get extraordinary secuÂrity requests from celebs who pass through Changi?
Albert Lim: Most celebrities tend to be disÂcreet about their travel schedule so as to retain some privacy. However, fans are very resourceful and at times camp out at the airport. UsuÂally, they are rather orderly. We only step in to manage them if they start inconveÂniencing other passengers in a substantial way. There are also celebrities who want to stage a big entrance to provide some interaction time to their fans. Their managers inform us ahead of time, and our operations team works with the airport police to set up a dedicated route for the celebrity to exit the airport while maintaining sufficient ‘contact time and space’ with fans.
OT: Name some of the things that staffers like about working at Changi.
Albert Lim: Changi Airport is like a mini city by itself and most staffers can run their errands or do their shopping (including groceries) without leaving the comfort of the air-conditioned passenger terminals. As airport staff, we enjoy discounts in the retail and F&B outlets. Staff living near the airport brings their families here to shop and dine even during weekends, to share nuggets about their workÂplace with their loved ones.
OT: Do you travel a lot? Which airports other than Changi do you like very much and why?
Albert Lim: I love to travel and have visited more than 40 countries so far. I like the Vancouver InternaÂtional Airport for its replication of the nature experience, such as the soothing sound of a mini waterfall within the terminal. In my previÂous job when I was based in Europe, I used to travel to Amsterdam for business very often and I have always been very much impressed by the efficiency of Schiphol Airport.
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