Hwai Kar, what is your role like as an Assistant Director?

As an Assistant Director in the Airport Operations Division, I oversee the ground operations of Terminal 1 and the Budget Terminal.

We oversee all aspects of airport operations like Check-In, Immigration, Customs, Security, Customer Service, Events Management and also Estate Management.

My team works closely with other government agencies, airlines, ground handlers and service providers to innovate and find new and better ways to create value in the things we do. We will also ensure that the airport is constantly refreshed to enhance the ‘Changi Experience’ for passengers.

What inspired you to join CAAS?

I’ve been with CAAS for 7 years now. I have a degree in accountancy from NTU and a Masters in Business. After graduation, I realized that I didn’t aspire to become an accountant nor an auditor, and I’ve always been interested in the Aviation industry, so I decided to apply to CAAS when I saw their job ad in the newspaper.

I worked in the CAAS Commercial Division for the first 2 and a half years. The Commercial Division is involved in retail planning and development, management of shop, restaurant and service concessions, franchise fees and service concessions, franchise fees, service performance, shopping promotions, land leases, airport charges and management of rentable properties.

After that, I was seconded to the Ministry of Transport (MOT) for 2 years, whereby I was involved in crafting aviation policies, and also traveled quite frequently to countries like China and Australia to develop bilateral relations and negotiate for bilateral air traffic rights.

Later on, I returned to CAAS and was posted to Airport Operations, where I’m currently working. I enjoy working in Airport Operations as it is a dynamic environment and I have the chance to make a tangible and visible difference to enhance the airport experience for passengers, such as providing free Internet kiosks for them to surf the Internet, and this really gives me a strong sense of satisfaction.

Do you enjoy working at CAAS?

I definitely enjoy working here as everyone is friendly and helpful. Even though it is a big organisation with 1700 employees, it has a very cozy atmosphere where everyone is closely knitted and a part of the CAAS family.

In terms of career prospects, we are always provided with good opportunities to upgrade our skills. For instance, in 2006, CAAS sent me to INSEAD, the world renowned business school in Fontainebleau, France, for 3 weeks to study. It was truly an enriching experience that enabled me to sharpen my knowledge about business skills and people management, in a global learning environment with other international students.

Furthermore, managers like me are able to have job rotation across different divisions so that we are able to see things differently and also broaden our perspective and knowledge of airport functions.

This is excellent because it gives us plenty of room for growth and we will also be able to support Singapore Tourism Board’s (STB) efforts to boost tourist travel to Singapore.

We also aspire to be a major aviation hub in this region and continue to woo passengers to choose Changi Airport as their preferred airport for transit and connecting flights. Therefore, in addition to having the proper airport infrastructure, we also strive to constantly provide passengers with excellent customer service and relaxation facilities like swimming pool and free wireless broadband access to surf the web.

The new Budget Terminal is a customised terminal that offers airlines a low cost operation option. Currently, Tiger Airways and Cebu Pacific operate from the Budget Terminal. We have already slated the Budget Terminal for expansion after two years of operations. With increased air transport liberalisation in this region, airlines, including low cost carriers, have now greater opportunities to rapidly expand their air network and increase their flight operations. We expect passenger traffic to increase further with ASEAN’s goal to remove all restrictions on passenger flights between ASEAN capitals by December 2008.

In addition, Terminal 1 is also undergoing a major upgrading project to rejuvenate the 27-year-old terminal and enhance the passenger experience at Changi Airport . We will refurbish the terminal’s interior design and finishes, as well as improve passenger flow at key areas.