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“ Since 2020 , the Singapore Airlines Experiential Training has been a continual service training initiative that we have cocreated in partnership with the Singapore Airlines Academy so that we can learn from the best ,” Lee continues . “ Last year , 80 of our Train Captains and Rovers attended the experiential training program and learnt the importance of having a safety-first and service-oriented mindset and the importance of professional image from experienced pilots and the academy lecturers . Prior to sending our Train Captains and Rovers for this training , our frontline station colleagues were the first group of participants to be trained by senior cabin crew of the academy . They learnt the best practices in service and how to deliver going-the-extra-mile services to our commuters .
“ To complement this service , the company has introduced the WINK + commuter app , enabling both locals and tourists to better navigate the vibrant streets of Singapore and discover 吃喝玩乐 ( home , travel , eat , shop , and play ) offerings near our stations and interchanges . We seek to better understand our commuters ’ needs through feedback channels and surveys . For instance , a pain point we identified from the survey was a difficulty finding clean and available restrooms in and around our stations . To address this , we developed a Restroom Guide for Commuters , reducing the time needed to locate a restroom with effective wayfinding information . We have also rolled out other initiatives like our Makan ( Food ) Guide , and gamified experiences such as Wink Hunt with attractive prizes to be won ,” he elaborates .
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