We are sorry to hear about Mr Kee's encounter at Changi Airport.

Commuters in the taxi queues at Changi Airport pay a metered fare, regardless of the type of taxi they take. Taxis from all taxi companies are allowed in the taxi queue, and they serve passengers on a first-come first-served basis. This includes limousine taxis that will also charge a metered fare.

Commuters can also book other types of transport service from dedicated service counters at the arrival halls. These services include the airport shuttle, chartered maxi-cab, limousine taxi service and private car rental.

While there are differences in fares charged by different taxi companies, the majority of commuters taking taxis from the airport taxi queues do not indicate a preference for taxis by company.

Overall, the first-come first-served basis of taxi assignment has worked well in terms of having a smooth flow in the queue and prompt assignment of taxis to commuters.

Nevertheless, on the rare occasion when a commuter does not wish to take an assigned taxi, he or she could inform the taxi coordinator managing the queue and opt for another taxi instead.

In Mr Kee's case, our investigations showed that the taxi coordinator had informed him about the metered fare charged by the taxi in the queue. However, the taxi coordinator did not communicate to him that he could board another taxi if he did not wish to take the one in the queue.

The Civil Aviation Authority of Singapore acknowledges that there is room for improvement in the service rendered by the taxi coordinators. We have reminded them to be more mindful of commuters' preferences.

We thank Mr Kee for his feedback.

Foo Sek Min
Director (Airport Management)
Civil Aviation Authority of Singapore