2025年2月5日，新加坡交通 部長徐芳達 在國會書面答覆阿裕尼集選區議員嚴燕松有關樟宜機場乘客被留登機橋或鎖在到達門外事件的質詢。

以下內容為新加坡眼根據國會英文資料翻譯整理：

50嚴燕松（阿裕尼集選區議員）詢問交通部長：

（a）過去五年樟宜機場發生多少起乘客被留登機橋或鎖在到達門外的事件？

（b）地勤服務員是否需報告此類事件，失職將面臨何種處罰？

（c）交通部如何監管下機時協助弱勢乘客的協議遵守情況？

（d）是否要求採取措施確保無縫銜接，防止日後出現類似疏忽？

徐芳達（交通部長）：根據記錄，2024年12月29日的事件是樟宜機場首次發生抵港乘客下機時被留在登機橋上，而在他們離開登機橋之前，抵港登機口已被鎖定的事件。

根據國際行業慣例，航空公司有責任在其指定的地勤代理（GHA）的協助下，確保所有乘客在通往航站樓的登機橋門鎖上之前安全下機並離開登機橋。

在 2024 年 12 月 29 日的事件中，該航空公司的機組人員未注意到3名乘客在登機橋等候，並錯誤地向地勤代理（GHA）表示登機橋已沒有乘客。在鎖上機艙門前，地勤代理職員並沒有按標準流程徹底檢查整段登機橋即鎖門，導致乘客無法進入機場大廈。

由於其中一名乘客需要輪椅幫助，一名為行動不便者提供服務的工作人員陪同了此名乘客。她給各方打了電話，要求打開登機橋的門鎖，但她沒有撥打樟宜機場集團（CAG）的緊急熱線，而在這種情況下，撥打緊急熱線是正確的。因此，解鎖工作出現延誤，受影響的乘客在登機橋停留了約 16 分鐘後才通知樟宜機場集團，登機橋的門才被打開。

航空公司已就此事件向受影響的乘客道歉並提供賠償。此外，航空公司還與政府航空管理局合作，提醒機組人員和地勤人員加強協調。新加坡民航局和樟宜機場集團已與其他航空公司和地勤代理（GHA）員工分享了此次事件的經驗教訓，以避免今後再次發生類似事件。

以下是英文質詢內容：

Mr Gerald Giam Yean Songasked the Minister for Transport (a) how many incidents of passengers being left on aerobridges or locked out of arrival gates at Changi Airport have occurred in the past five years; (b) whether ground handling agents are required to report such incidents and what penalties apply for lapses; (c) how does the Ministry regulate adherence to protocols to assist vulnerable passengers during disembarkation; and (d) whether the Ministry requires measures to be implemented to ensure seamless coordination and prevent similar oversights in the future.

Mr Chee Hong Tat: Based on past records, the recent incident on 29 December 2024 is the first at Changi Airport where arriving passengers were left on an aerobridge upon disembarkation and the arrival gate was locked before they left the aerobridge.

In line with international industry practices, it is the responsibility of airlines, assisted by their appointed ground handling agents (GHAs), to ensure that all passengers safely disembark from the aircraft and exit the aerobridge, before the aerobridge door leading to the terminal is locked.

In the 29 December 2024 incident, the airline's crew did not see the three affected passengers when they were waiting at the aerobridge after disembarkation and had mistakenly indicated to the GHA that the aerobridge was clear of passengers. The GHA staff did not conduct a thorough check along the entire section of the aerobridge before locking the door, which should have been done as part of the standard operating procedure.

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A staff from the GHA's service provider for persons with reduced mobility had accompanied the affected passengers, as one of them required wheelchair assistance. She made phone calls to various parties to unlock the aerobridge door, but she did not call Changi Airport Group's (CAG's) emergency hotline, which is the right number to call in such situations. There was, therefore, a delay in unlocking the door and the affected passengers remained at the aerobridge for around 16 minutes before CAG was alerted and the door was unlocked.

The airline has apologised to the affected passengers and provided them with compensation for the incident. The airline has also worked with its GHA to remind the airline's crew and ground staff to improve on their coordination. The Civil Aviation Authority of Singapore and CAG have shared the learning points from this incident with other airlines and GHA staff to avoid future recurrence.

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