>ARCHITECTURALLY, Changi Airport's Terminal 3 is almost beyond reproach. But the same cannot be said of the directional signs and communication skills of the service staff we encountered.
There was an arrival lounge where passengers can rest, have coffee or even take a shower. It caught our eye and I inquired about the entry requirements. We were told that they welcomed everybody, which surprised us, because credit card memberships were so prominently displayed.
What they did not tell us was that members can go in for free but the general public had to pay $30. This was ascertained after much clarifying and probing.
When it was time to leave the terminal, it became clear how vague the signs pointing to the MRT station were. For example, there would be a sign pointing straight ahead and no further signs along the way. I suggest the management follow the signs and see for itself how lacking and misleading they are.
When we stopped to ask a young male Singapore Tourism Board staff member manning a Uniquely Singapore booth, he told us confidently that all we had to do was to walk straight ahead. When I probed further, he added that we also had to take the escalators down.
If Singaporeans have so many problems communicating with the staff, one can imagine how easily misunderstandings can arise between the staff and foreign visitors.
Tan Chin Aik
This forum letter was first published in The Straits Times on Dec 29, 2008.
