11 February 2026, SINGAPORE – Outstanding members of the ONE Changi community were recognised for their dedication to delivering worldclass passenger service at Changi Airport’s Annual Airport Celebration. Honouring both individuals and teams, the ceremony highlighted those whose efforts consistently enhance the passenger journey and transforming everyday journeys into delightful memories that leave a lasting impression on travellers.
Mr Jeffrey Siow, Acting Minister for Transport, presented the top honours of ‘Service Personality of the Year’ and ‘Service Partner of the Year’, underscoring their outstanding commitment to service excellence. Both are part of 13 awards presented across seven categories.
The award recipients were selected based on passenger feedback and commendation notes where they were recognised for their exceptional commitment, demonstrating initiative, empathy and creativity beyond their daily responsibilities, particularly in challenging situations.
Operational excellence anchored in innovation and talent
Certis Aviation Security was awarded ‘Service Partner of the Year’ for its commitment to innovation and operational excellence, driven by technology and process improvements that enhance efficiency and the passenger experience.
Digitalisation is a key pillar in Certis’ transformation journey. The introduction of the Boarding Pass Checker App automated the previously manual boarding pass verification process, speeding up processing times, improving passenger flow, and maintaining strict security standards for a smoother and seamless travel experience for passengers at Changi Airport. Certis also utilises virtual reality to train their 2,500 strong workforce on Anti-Terrorism Vehicle Bollard operations, helping them build confidence and skills required for barrier operations and signal recognition in an immersive and safe environment.
Further enhancing operational efficiency, Certis partnered with Changi Airport Group to implement the GateHold Room Orchestration (GHRO) model, where security officers conduct spot cleaning immediately after security checks to ready gatehold rooms for the next flight. This integrated approach shortens turnaround times, optimises manpower and strengthens operational resilience and productivity.
Alongside productivity and efficiency gains, Certis continued to prioritise service through passenger-centric initiatives, which encouraged officers to serve with warmth and care. These efforts have earned record passenger compliments and perfect Airport Service Quality scores, demonstrating that security and empathy can work hand in hand.
Through these initiatives, Certis Aviation Security demonstrated its unwavering pursuit of operational excellence and strong investment in its people.
All photos courtesy of Changi Airport Group
