Relax - She helped stranded man fly home

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CUSTOMER service executive Fauziah Mohd Ali, 53, went beyond the call of duty to help a passenger who was stranded in Singapore last year after missing his flight.

Not only did she help him secure a replacement air ticket and accommodation here, but she also invited him to join her and her two sons and friends for a Mother's Day celebration. For her good service, she was presented with the Service Personality of the Year Award yesterday by Minister for Transport Raymond Lim.

It is the top award among the Changi Airport Service Awards, which have been given out annually since 1994 by the Changi Airport Group to recognise excellent service delivered by the 28,000 people who work at the three airport terminals.

This year, there were 22 winners for 18 awards, including team awards.

In May last year, Mr Wayne Moyo, then 24, was on his way home to Zimbabwe via Singapore after completing his computing degree in Malaysia. Unfortunately, he missed his flight because he was delayed at the Causeway.

Ms Fauziah called travel agents and helped Mr Moyo, who is speech-impaired, get a complimentary replacement air ticket to return home.

She then helped him to find accommodation in Singapore as the next direct flight to Zimbabwe was in a week's time.

She paid more than $100 for the deposit on his accommodation because he did not have enough money.

Worried for Mr Moyo's safety, she escorted him to the bank when his sister transferred money to him.

She even invited him to join her and her two sons and friends for a Mother's Day dinner.

Touched, Mr Moyo wrote a commendation letter upon his return to Zimbabwe.

He wrote: "I had the image that Singaporeans were unkind and inconsiderate but Ms Fauziah proved me wrong, and selflessly helped above and beyond her call of duty."

Ms Fauziah said that she felt "relieved" when she heard that Mr Moyo had returned home safely.

"As a mother of two boys, I really felt for the boy when I saw him in distress," she said.

She won shopping vouchers worth $1,000, a crystal trophy and a certificate of commendation.

Yesterday, Mr Lim said: "In an environment where airport users are becoming more discerning, it is important that service excellence continues to be a key focus for Changi to stay ahead."

He commended Changi Airport for remaining resilient and for its ability to thrive despite a challenging operating environment in the aviation industry.

For example, fuel prices rose in 2008 to three times the price in 2000.

He revealed that Changi Airport's passenger traffic had grown by 11 million in the past decade, a 43 per cent increase from a decade ago.

Last year, the airport also saw eight new airlines joining the stable of airlines that operates there, bringing the current total to 85.

The airport operates 5,012 flights weekly and connects Singapore to 201 cities.

Compared to 2008, the number of flights operating out of Changi Airport last year had risen by 5 per cent, Mr Lim said.

cheryll@sph.com.sg

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She helped stranded man fly home

By Cheryl Lim, my paper | Thu, Jan 14 2010

For her good service, she was presented with the Service Personality of the Year Award - the top award among the Changi Airport Service Awards.

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changi airport