All passengers checking in odd-size baggage at the BT are assisted by ground handling agents. In Mr Tan's case, there was a lapse in service. The Civil Aviation Authority of Singapore (CAAS) treats such service lapses seriously. We have met the ground handling agent concerned and reiterated the need to assist passengers with odd-size baggage.

While there are ongoing training programmes to improve service, we acknowledge that the service level of staff at the BT can be improved. CAAS will continue to work with airport partners to improve service standards and provide passengers with an enjoyable experience at the BT.

Since the opening of the BT, we have continued to make improvements to the terminal to meet passengers' needs. For example, new facilities, such as left luggage service, a children's play area and a new bookshop, have been introduced in the departure check-in hall after passengers' feedback. The functional terminal supports the no-frills operating model of low-cost carriers. By providing greater support for the budget travel segment, we hope to enable Singaporeans and other travellers to enjoy more flights to more destinations at lower fares, on a sustainable basis.

CAAS recognises the importance of the BT in the success of Changi Airport as an air hub. We thank Mr Tan for his feedback. We look forward to serving Mr Tan better on his next visit and his continued support of the BT.

Goh Hwai Kar
Assistant Director (T1/BT)
Civil Aviation Authority of Singapore