On a recent vacation, Andrew Tregonning and his wife, Gill, found themselves relaxing in a spacious rooftop hot tub. Nearby were countless restaurants and shops, many with tax-free merchandise. Next, they could take a bus tour, catch a movie or meander through a tropical butterfly garden.
这些可都是一家机场提供给他们的享受。特里戈宁夫妇要从新西兰前往印度，他们选择在新加坡樟宜国际机场（Changi International Airport）经停很长一段时间，这样他们就能在这里好好玩一玩了。
Ah, the joys of the airport. The Tregonnings were en route from New Zealand to India and opted for a long layover at Singapore's Changi International Airport just so they could play.
'It's the first time we've ever done something like this,' said Mrs. Tregonning. 'It's wonderful.'
Changi is arguably the world's most fabulous airport. Since it opened in 1981, the airport has notched more than 370 'best' awards world-wide from travel trade groups and publications. A look at its operations reveals much about how to run a top-notch airport -- and ways other airports could improve.
The airport offers amenities found elsewhere only in airlines' fancy lounges for premium passengers. There are comfortable areas for sleeping or watching TV, premium bars, work desks and free Internet. A nap room is about $23 for three hours; a shower can be had for $6. If you want to put your feet in a tank with tiny fish that eat dead skin, that's $17 for 20 minutes.
The pool is free to guests of the airport's in-transit hotels; otherwise it's about $11 a person. A bus tour of Singapore is offered free by the airport. The tour is arranged so that passengers don't have to clear immigration -- the airport retains passports so passengers don't run off.
Simple steps matter, like minimizing annoying announcements and honking carts and instead playing soothing music to reduce stress. Placing rival currency-exchange booths and clothing stores side-by-side stimulates competition. Touch screens in bathrooms let travelers send text messages to supervisors when toilet paper runs out, for example.
Changi figures such perks entice passengers to spend more money at the airport and select Singapore over other connecting hubs. About 750,000 square feet of concession space -- approximately the size of a suburban shopping mall -- provides 50% of the airport's revenue, helping to pay for amenities and keep down costs to airlines. The airport says its merchants recorded $1 billion in retail sales last year.
A four-story amusement-park type slide is even tied into retail. If you want to use the slide, you have to have a receipt from an airport merchant showing roughly $8 and up in purchases. Without that, you can only ride the bottom 1 1/2 stories of the slide.
Changi Airport Group新加坡樟宜国际机场最大的三号航站楼于2008年开放，顶部采用天窗设计，一面 由众多玻璃窗组成，另一面 爬满了机场温室培育的绿色植物，这些绿植会定期进行轮换。航站楼本身就是一座城市：干洗店，可提供从牙齿保健到不育症等各种疾病治疗的医疗中心，便利店，药房，花店，珠宝店，服装店，还有一个专为儿童设计的室内游乐场，里面还有一个气球屋。
Terminal 3, the largest, opened in 2008 with skylights, a wall of windows and an interior wall covered in plants rotated out of the airport's greenhouse. It is a city unto itself: dry cleaners, medical center with everything from dental care to fertility treatments, a grocery store, pharmacy, flower shop, jewelry stores, clothing stores and an indoor amusement park for kids with a balloon bounce house.
从旅客数量来看，樟宜机场是世界第18大最繁忙的机场，比纽约肯尼迪机场（Kennedy Airport）和阿姆斯特丹史基浦机场（Schiphol）小，但比上海机场和休斯顿布什洲际机场（Bush Intercontinental）大，是连接北亚和南亚以及欧洲与大洋洲航班的主要中转地。它不仅是新加坡航空（Singapore Airlines）的枢纽，也是欧洲和澳大利亚航空公司航班加油的中转站。因此机场为在此逗留的旅客提供了大量的活动。
The 18th-busiest airport in the world by passengers, Changi is smaller than New York's Kennedy Airport and Amsterdam's Schiphol but larger than Shanghai and Houston's Bush Intercontinental, and is a prime connecting point for flights linking north and south Asia as well as Europe and Oceania. It's not just a hub for Singapore Airlines, but also a refueling stopover for European and Australian carriers. So the airport offers plenty of activities for travelers with time on their hands.
机场运营商樟宜机场集团有限公司（Changi Airport Group Ltd.）执行副总裁Foo Sek Min说，我们想改变人们旅行的方式并营造一种无压力的体验。公司在2009年被改为“公司化”国有企业，拥有政府的大量支持，因为该机场被视为这个快速发展小岛国的重要经济发展元素。
'We wanted to transform the way travel is done and create a stress-free experience,' said Foo Sek Min, executive vice president of Changi Airport Group Ltd., the airport's operator. It was 'corporatized' into a state-owned company in 2009 and has had plenty of government support, since the airport is considered a key economic development element for the small, fast-growing island nation.
Mr. Foo's personal pet project: a butterfly garden. Soothing and relaxing, it's a two-story tropical garden overlooking gates for Singapore Airlines super-jumbo A380 jets. Since smoking isn't allowed indoors, the original concept was a smoking garden. 'Why not do more?' he said.
樟宜还有一个叫“Jet Quay”的私人航站楼，供名人、拥有私人飞机的富豪、政府官员、商界重要旅客（CIP）以及任何愿意支付费用的人使用。花上大约1,150美元就能享受豪华轿车接机服务。花231美元可以使用私人航站楼，并可乘坐高尔夫球车前往登机门。花上62美元，Jet Quay服务人员将在你抵达时迎接你，并护送你穿过主要航站楼区域。
Changi also has a private terminal called 'Jet Quay' that is used by celebrities, private jet-setters, government officials, CIPs -- Commercially Important Persons -- and anyone else willing to pay. For about $1,150, you get jet-side limo service. For $231 you get the use of a private terminal along with golf-cart rides to gates. For $62, Jet Quay personnel will greet you at arrival and escort you through main terminal areas.
Few of the airport's 28,000 workers actually are employed by Changi Airport Group, but airport management requires new hires to go through a weeklong indoctrination on the airport, its layout and service standards and training on how to help travelers.
'Serving the customer well always correlates with earning money,' said Mr. Foo. 'Do you need a swimming pool in an airport? No. No one asked for that. We are creating the market, creating the demand. People choose Singapore because they can swim.'
美国西方航空公司（America West Airlines）前董事长弗兰卡（Bill Franke）目前管理着一家投资航空公司的私募股权集团，他在新加坡创立了欣丰虎航空公司（Tiger Airways）。对樟宜来说，他既是航空运营商，也是一名常旅客。他说，快捷的行李领取、简便的入境手续和安检、宜人的环境和音乐，这些都有助于效率的提高。
Bill Franke, former chairman of America West Airlines who now runs a private equity group that invests in airlines, knows Changi as both an airline operator, having founded Tiger Airways in Singapore, and as a frequent traveler. The quick baggage delivery, easy immigration and security set-ups, pleasant surroundings and sounds all contribute to efficiency, he said.
'When I come into Changi, there's a sense of comfort, a feeling which I don't have at other airports,' Mr. Franke said.
Customer service is apparent. Feedback kiosks are scattered throughout. In bathrooms, seemingly always clean and appointed with small flowers, touch screens by sinks ask customers to rate the facility.
机场还拥有两个电影院。矿业公司高管斯文德森（Kevin Swendson）在新加坡出差后准备回印度尼西亚时，顺便在其中一个影院观看了《速度与激情5》（Fast and Furious 5）。影院有环绕音效，宽敞的过道方便挪动行李，有人说话时会有顾客马上说“嘘……”。
Mining company executive Kevin Swendson, heading home to Indonesia after a business trip to Singapore, stopped in at one of the airport's two movie theaters to watch 'Fast and Furious 5.' The theater has surround-sound audio, wide aisles for maneuvering luggage and patrons who quickly say, 'Shhhhhhh!' to anyone talking.
'A lot of airports are boring like hell. But there's a movie here, massage here, food here. It's great,' he said. His advice for other airports: 'Just have a good imagination and a bit of spice. It doesn't seem that it would be that hard for airports to do it.'
2011-12-14 10:28 编辑：loveyystyle