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Changi Airport: A Case Study

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Changi Airport in Singapore was voted the No. 1 airport in the world by passengers, for the second year running, and is a major gateway to the world. Fifty million people visit Changi Airport each year, with over 100,000 people going through the airport on any given day. The total staff pool is over 40,000, including thousands of staff involved in the airport’s impressive retail space.

The Challenge

Changi Airport needed quicker and more efficient communication between team members, in a way that minimised business risk. There are upwards of 700 operations staff (terminal staff, ground staff, maintenance staff, airport operations and more) at Changi Airport, who communicate regularly on everything from basic gate changes and maintenance requests up to larger emergency incidents – where senior staff need to be brought together to coordinate a response. Staff also undertake regular emergency management drills.

Changi Airport’s previous communication system was limited to a basic SMS system, slow and did not have real-time or post-event reporting. No-one could track who was receiving messages and responding, alerts couldn’t be escalated and the business couldn’t track events in real time, or report on and audit them afterwards.

The Solution

A fast and resilient multi-channel communications platform. It reacts quickly, escalates responses, automates workflows and reports in real time.

  • With an automated teleconference tool for high priority events

  • Alerts and two-way communication occurs via text-to-speech, voice, SMS and email

  • Person-to-person and device to device escalation occurs across multiple channels, which speeds up and improves decision-making during incidents

  • Automated and customisable communication workflows and distribution lists are accessed or triggered instantly, to ensure a faster and more reliable response

  • Advanced reporting and audit trails demonstrate how incidents have been managed and whether messages have been delivered, received and responded to, both in real time and afterwards

  • The system is easy-to-use and accessible 24/7. Messages can be sent and received even during outages, including via the Whispir mobile app, meaning the system is always ‘on’

  • A teleconference management tool automatically brings relevant staff together, which removes the reliance on manual call trees and PIN codes

Exterior of an airport at night

The Benefits

Improved speed, reach and response during incidents, with sophisticated reporting to reduce risk, resulting in enhanced business continuity resilience.

The Future

An exciting and innovative expansion of Changi airport and its retail space is underway. Further workflows and business processes are being planned, using Whispir’s platform to enhance passenger retail experience, increase passenger engagement and improve key internal business functions. 

The Whispir platform excels at delivering streamlined communication processes for organisations. By running on Amazon Web Services, our clients go from data to action. Whispir is enhanced to deliver even more intelligent workflows without the need to write any additional code or invest in additional technical labour.

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