Ms Li Fang Wee, a Certis Cisco security officer deployed at Terminal 4 in Changi Airport, was widely praised for her stellar customer service after a post about a traveller’s experience with her went viral on LinkedIn.

Yasmine Khater’s LinkedIn Post

Yasmine Khater, who describes herself as “Head Persuasive Story and Sales Coach”, published a post on LinkedIn which set out her encounter with Li Fang at the Departure terminal in Changi Airport.

The post, which has since garnered more than 4,300 comments and 45 shares, attracted a barrage of well-wishes for Li Fang’s acts.

Yasmine’s experience at Changi Airport

When she was travelling out of Singapore, Yasmine brought bottles of toiletries which had more than 100ml capacity in her carry-on bag.

This is not allowed as liquids above 100ml would have to be checked-in, and generally cannot be brought onboard via a passenger’s carry-on bag.

She then tried explaining to the security officer, Li Fang, that the bottles were “nearly empty” and, thus, contain less than 100ml of liquid. She was then reminded that it was not about the amount of liquid inside the bottle, but the size and stated capacity of the bottle.

“Can I at least keep the conditioner?”

Yasmine then asked Li Fang if she could at least keep the conditioner.

The wrong shampoo and conditioner will dry my hair out.
But I also look like an untamed beast ?.

“You can keep everything… but can I at least keep the conditioner”

I thought I could negotiate my way, but regulations are regulations?.

She said that without access to her usual shampoo and conditioner, her curly hair would be dried out, and that she may “look like an untamed beast.”

Li Fang’s suggestion

After Yasmine’s suggestions were rejected by Li Fang, Li Fang asked for Yasmine’s boarding pass.

Having had sight of the outbound flight’s boarding and departure timings, Li Fang told Yasmine that she had “enough” time to go to the pharmacy and buy travel bottles.

Yasmine, who heeded Li Fang’s suggestion, was now equipped with travel bottles but she faced a further issue.

She had trouble transferring the contents of her shampoo and conditioner bottles to the travel bottles. At this juncture, without any hesitation, Li Fang grabbed a spoon and helped Yasmine transfer the conditioner between bottles.

Recounting the incident, Yasmine said that they both shared a laugh at the situation.

While I was filling the shampoo, she grabbed a spoon and started filling the conditioner. We laughed together at this situation and if the airport was busier I would suffer alone.

Yasmine thanked Li Fang for the “wonderful experience” and, with reference to a quote by Dr Maya Angelou, implied that she would never forget how Li Fang made her feel despite her troubles and frustrations.

Praises from Changi Airport Group and Cisco

In the comments section of Yasmine’s post, many people applauded Li Fang for going the extra mile to assist Yasmin.

Jayson Goh, the Managing Director of Airport Operations Management at Changi Airport, and Benny Lim, Senior Vice President at Cisco, were both alerted to the story via LinkedIn.

Li Fang was praised by Changi Airport Group, which quipped that it was committed to ensure every traveller’s journey, and hair, is as smooth as possible.

CISCO, Li Fang’s employers, thanked Yasmine for sharing her account. CISCO wrote that they will share the positive feedback with Li Fang and her colleagues.

Yasmine shared that Li Fang was taken aback when Yasmine asked for a form to provide positive feedback to her as most people usually ask for the form to complain.

The 100ml bottle rule may change

On a slightly related note, the rules against passengers carrying bottles of more than 100ml in their carry-on luggage may change in 2024 for major airports in the United Kingdom.

This proposed move, which will reduce a lot of hassle for travellers, will take 2 years to implement according to the Transport Minister of the United Kingdom. The 100ml limit will be increased to 2 litres.

It is unclear if Singapore, and other major airports around the world, will follow suit.

More from Wake Up Singapore:

https://wakeup.sg/unfair-price-ntuc-chicken-nina-monzolevska/

Daughter buys Mum LV bag 10 years after she “didn’t look good enough to enter the store”

Since you have made it to the end of the article, follow Wake Up Singapore on Telegram!