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Key Highlights
- 5x improvement in manpower efficiency
- 40,000+ monthly passenger interactions via 26 multilingual kiosks
- 4.75/5 customer satisfaction rating from travellers across all demographics
- Fully integrated across website, app, kiosk, QR code, and chatbot channels
- Supports 20+ languages with real-time AI translation
- Offers live flight updates, gate information, dining and retail recommendations, and terminal navigation
Reimagining the Airport Experience at a Global Icon
Singapore Changi Airport is not just a transit hub—it is a benchmark for what world-class travel should feel like. Recognized as the World’s Best Airport for the 13th time in 2025, Changi handles over 60 million passengers annually with an unwavering commitment to comfort, innovation, and operational excellence.
As global travel continues to rebound, Changi sought to further elevate its service capabilities without proportionally increasing headcount or physical infrastructure. Meeting the modern traveller’s expectations for immediacy, autonomy, and personalization required a solution that could scale intelligently.
The Challenge: Scaling Personalized Support Efficiently
Prior to adopting Voncierge, passengers often encountered delays at service counters, language barriers, or difficulty accessing timely information. Multilingual support was highly dependent on physical manpower, making it operationally intensive and costly, particularly during peak travel hours or in less trafficked terminals.
Changi needed a solution that could:
- Deliver fast, intuitive, and multilingual assistance
- Reduce reliance on physical counters and dispersed staffing
- Offer consistent and personalized support across all digital and physical touchpoints
The Solution: Virtual Changi Experience Ambassador (vCEA)
In December 2023, Changi Airport partnered with Voncierge to implement the Virtual Changi Experience Ambassador (vCEA) — a video telephony and AI-driven concierge platform. Deployed across all four terminals, 26 interactive kiosks were installed to serve as central support nodes for real-time, human-like assistance.
Through these kiosks and digital channels, passengers can:
- Check live gate and flight status
- Explore dining and retail options filtered by category, dietary needs, or location
- Receive step-by-step terminal directions tailored to their departure gate and time
- Speak directly with a remote Customer Service Ambassador in their preferred language, or browse self-service information
This capability is also accessible via the Changi Airport mobile app, website, integrated chatbot, and strategically placed QR codes—ensuring support is available wherever and whenever the passenger needs it.
Real-World Use Cases
A tourist from Germany connects through a kiosk to a German-speaking agent for guidance on navigating to their next gate while receiving recommendations for nearby shops. A parent managing two children scans a QR code and instantly finds halal meal options along their path to the terminal. Business travellers landing late at night receive immediate assistance from remote agents without the need for 24/7 on-site staff.
These scenarios are no longer hypothetical. They reflect the daily utility of Voncierge at Changi—empowering travellers, reducing friction, and elevating confidence in every journey.
These scenarios are no longer hypothetical. They reflect the daily utility of Voncierge at Changi—empowering travellers, reducing friction, and elevating confidence in every journey.
Testimonial from Changi Airport Group
We would like to express our heartfelt appreciation to Hipster Pte Ltd for their invaluable support… The Hipster team has played a crucial role in upgrading vCEA with a more intuitive UI/UX, improving accessibility across modern platforms, and enabling real-time insights—significantly elevating the overall user experience.
— Kirk Chua, Associate General Manager, Customer Experience, Changi Airport Group
The Results
- Achieved a 5x improvement in manpower efficiency without compromising coverage or service quality.
- Over 40,000 monthly interactions across kiosks and other digital channels.
- 4.75 out of 5 average customer satisfaction rating, with strong feedback for responsiveness and accessibility.
Real-time analytics and service usage data enabling Changi to continually refine passenger experience strategy.
A Scalable Model for Smart Airports Worldwide
The success of Voncierge at Changi offers a blueprint for forward-thinking airports looking to modernize. The platform enables:
- Centralized customer service delivery without sacrificing personalization
- Real-time, language-inclusive support across physical and digital environments
- Significant manpower optimization and cost savings
- Enhanced service consistency, even during high-volume travel seasons
Contact us today to learn more.
