Meet Fatin, the ray of sunshine at SATS APS Passenger Services

If SATS Asia-Pacific Star (APS) had a human form of sunshine, it would be Fatin Husnahaziqah.

Before you even see her, you’ll hear her—her loud laughter ringing through the APS Passenger Services Office at Terminal 1.

Fatin Husnahaziqah, Passenger Services Specialist, SATS Asia-Pacific Star

Since 2019, Fatin has been with SATS APS, a wholly owned subsidiary of SATS that provides ground handling services to low-cost carriers at Changi Airport. She started as a passenger services associate, helping passengers check in for their flights. Now, as a passenger services specialist, she handles staff rostering, ensuring passenger services agents are deployed where they are needed to assist flights.

But after chatting with her, we realised Fatin’s job goes beyond ensuring efficient staff deployment. She’s also the team’s ray of sunshine.

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Spreading energy like confetti

Fatin is the kind of person who makes work feel a little less like work.

Monday blues? Not on her watch. When the team is drained, she brings the hype. A slow shift? She’ll crack a joke. And if she’s feeling extra playful, she’ll make sure her colleagues match her energy. “When I’m hyper, they entertain me, too,” she laughs. “I love it when they respond to my antics.”

Her supervisors will tell you she’s been this way since day one. Six years in, nothing’s changed.

But it doesn’t mean Fatin’s day is always easy. Now a mother of three, she juggles shift work with parenting. Some days, she’s exhausted. Some days, the stress piles up. But for Fatin, a positive mindset makes all the difference. “Stress is part of every job,” she says. “It’s how we handle it that matters.”

Handling stressful days

Working in passenger services is unpredictable, as everyone in customer service would tell you. Some days, they would encounter kind and pleasant passengers. On other days, they would deal with disgruntled ones. Delays, cancellations, and operational hiccups test even the most seasoned passenger services agents.

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Fatin knows this so well. When she first started as a passenger services associate, she quickly learnt that staying warm and professional can make all the difference. “If a passenger is upset, I listen,” she explains. “Sometimes, they just need to let it out. Of course, we must strictly abide by the airline regulations. But it doesn’t hurt to listen.”

By the time these passengers leave Fatin’s counter, they’re calmer. They may not always get what they want, but at least they feel heard.

Currently, Fatin’s challenges go beyond handling passengers. Managing manpower is like solving a constantly changing puzzle. Last-minute absences or sudden spikes in passenger volume can quickly throw off her well-planned roster. The pressure is on to rearrange shifts or find replacement staff.

These moments could easily lead to frustration. But Fatin faces these with calm confidence, a few laughs in between, and a cheerful mindset that says, “We’ve got this!”

A colleague to everyone

Fatin takes time to chat and share a laugh with her colleagues whenever she’s free

Nearly everyone in the Passenger Services Team knows Fatin. More impressively, she knows them, too.

From airline relations managers to duty managers to passenger services associates, she remembers names, stories, and little details that make people feel seen. She knows who just got back from leave, whose kid is starting school, and who had a tough shift. And if they need a pick-me-up, she’s ready.

“I remind myself that everyone here is human,” she says. “We all have bad days. If I can make someone smile and turn a rough day into a bearable one, that’s enough for me.”

Her colleagues have become familiar with the way she lightens up the office’s mood. A cheerful “Good morning!” from Fatin would immediately put a smile on everyone’s face.

A presence that cannot be ignored

From this small desk comes the biggest laughter in the SATS APS Passenger Services Office

Chatting with Fatin, we probably laughed more times than we could count. It’s easy to see why her bright personality is infectious.

Fatin is a much-needed burst of joy in a job that can be exhausting. She’s the kind of person whose presence is felt and whose absence would be, too.

She brings balance. She brings connection. She brings the kind of warmth that makes workdays at SATS Asia-Pacific Star feel brighter.

 

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