Digitisation and data – developing personalised travel experiences to enhance customer satisfaction

At the onset of the COVID-19 pandemic in early 2020 the number of passengers at Changi Airport Group’s (CAG) Singapore hub decreased by a massive 98% in a matter of weeks.

Governments all over the world were also starting to impose travel restrictions and requiring additional travel documents from travellers. CAG had been an early adopter of technology and now needed to use its platforms to support new, resilient solutions to resolve resulting travel challenges.

Because CAG had migrated to a single enterprise data hub on Amazon Web Services (AWS) in 2018, the company had the agile development environment necessary to adapt to changes during the COVID-19 pandemic. Using this solution, CAG developed valuable applications to meet public health regulations, protect passenger safety, and streamline the airport experience.