Terrible experience. Provide info for customers,
Changi is resting on its laurels and relying on tech, forgetting about the customer.
Service management relies on excellent information and empowered staff who care and make decisions. None of that happened.
Had checked into my Scoot flight online (not my choice, only possible) so when I arrived I ignored the 'express check in' self service desks and Q'd at bag drop.
Beligerent staff member said to go to self service desk to print a bag label, then bag drop.
Finally done and straight to Qing immigration for departures (there's no sign to departures either!). Oh no. Back to desk 6 to print out boarding pass (because we're in the 1990s apparently!). First hit at desk 6, said no, go to the other woman, she confuses further by variously telling me to go back to those self serve desks or the assistance counter.
Finally boarding pass printed and back to Qing for immigration.
I counted that I Q'd and stopped at 8 locations when (I'm guessing) I may only have needed to go to 3.
I didn't need the help I kept being offered just the information!!
Instead of express check in why not 'Start here'! That would be clear!
Then, inside departures gate B9, from the signage, appeared be in a different terminal!!. However at the info desk, they explained it is in this terminal, you don't need a train, can walk.
I shouldn't have to ask that if the signage was adequate.
A horrible experience that could be so much easier.
Learn about service management (heterogeneous, perishable etc) - you have to get out right first time and use a 'naive' customer to test your processes.
Big fail.