Singapore ground handler SATS has apologized after one of its employees was filmed tossing passengers’ luggage onto a conveyor belt at Changi Airport, an incident that drew criticism given the airport’s long-standing reputation as the world’s best.
“We are sorry that this occurred,” and the behavior seen in the video “does not reflect our service standards or the care with which we expect baggage to be handled,” the ground-handling company that provides ground-handling services at Changi, said on April 28.
“We have counseled the service crew involved and reinforced the importance of proper baggage handling at all times, even under operational pressure.”
The incident occurred on April 23, according to Instagram user Eric Yoong, who shared a clip showing a service crew member in a blue polo shirt throwing bags onto the belt.
The clip quickly gone viral on social media and received more than 300,000 views since it was posted.
“I don’t think that’s the correct way for a baggage officer to handle those unclaimed luggage by throwing it back to the luggage belt instead of placing it back nicely or leaving it at the side,” Yoong wrote in the post.
Travelers arrive at the departure hall of Changi airport in Singapore on March 31, 2023. Photo by AFP |
The clip drew mixed reactions online, with some users questioning how such handling could occur at Changi Airport, which has been repeatedly named the world’s best airport in the World Airport Awards by London-based aviation consultancy Skytrax, including for 2026.
“Legit? Happened in Singapore airport?” a netizen wrote.
“World’s best airport,” said a sarcastic commenter.
“No excuse for blatant mistreatment of customers’ belongings. This is not a free service. Travelers pay a significant fee to the airport they arrive and depart from. If he can’t handle the work demands then service industry jobs are not for him,” another said.
” The world’s No. 1 airport should uphold certain standards,” another added.
Last year some tourists also complained about baggage handling at Changi, saying immigration clearance at the airport was swift but its luggage delivery was too slow.
Many claimed they were left waiting for their bags for 45 minutes.
The airport operator then issued an apology and pledged to ensure a smooth experience for all travelers.
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