We thank Mr Wong Shiu Hong for his letter (Disappointing tour of Changi Airport; Sept 15).
We are sorry to hear that the airport tour attended by his parents did not meet their expectations.
Changi Airport conducts these tours to showcase what goes into creating the unique Changi Experience for passengers.
These small-group visits feature the various gardens and facilities, as well as retail and dining across the airport that many Singaporeans may not be aware of.
Each tour participant receives a goodie bag which includes Changi Airport memorabilia and discount vouchers. Lunch at the airport is also provided for participants.
The planned visit to the airport fire station, highlighted by Mr Wong, unfortunately had to be cancelled on the day itself due to unforeseen operational reasons.
Instead, special arrangements were made for the group to enjoy a private tour of the new Terminal 4, which is still closed to the public. We have invited Mr Wong's parents to the next available tour of the airport fire station.
We note Mr Wong's suggestion to include areas like the Changi Tower, aircraft hangar and cargo facilities in the airport tour. However, we are unable to include these highly restricted areas for safety and security reasons.
We will review our communications to make clear the tour itinerary and ensure that participants are better informed in future.
Vice-President, Pricing and Commercial Strategy
Changi Airport Group