The Sunday Times says

Changi should be customer-friendly

There is instrumental logic in Changi Airport's decision to roll out penalties to unpunctual airlines. Both habitual latecomers and early birds end up disrupting schedules which inconveniences other users and could lead to unwanted costs. The proposed penalty is a fine of up to $100,000 and possible loss of a landing slot.

However, Changi should not make old-school fines and other punitive measures its default method for changing behaviour. In a competitive world, Changi has to put a premium on customer service and not appear high-handed.

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A version of this article appeared in the print edition of The Sunday Times on March 25, 2018, with the headline 'Changi should be customer-friendly'. Print Edition | Subscribe