Jetstar Asia staff steps forward to help tourists who appeared confused about public bus at Changi Airport

When a mother-and-son pair of tourists boarded bus service 36 at the Changi Airport Terminal 1 bus stop, they looked visibly lost and confused about how Singapore’s bus system worked.

That’s when a woman in a Jetstar Asia uniform stepped in to help.

She calmly guided them through the entire process — from tapping their cards to explaining where they needed to alight.

According to another passenger on the bus who shared the story with Mothership, she even went a step further by requesting the bus driver to remind the pair on when to get off.

Guided them through entire process

The passenger recounted that no one initially stepped forward to help when the mother and son duo looked “visibly lost and unsure of where to go”.

The Jetstar Asia staff, who took the initiative, appeared to have just knocked off work.

“She guided them through everything: which stop to get off at, how to tap their cards, and even asked the bus driver to remind them. When he said he might forget, she gently repeated the directions to the pair before getting off,” the passenger shared.

Touched by kindness

“She didn’t have to do it. No one else on the bus did. But she did, calmly, kindly, and without seeking any attention,” he said.

With recent news of Jetstar Asia shutting down, the moment struck him even more deeply.

“Even in the middle of all that, she still carried herself with grace and service,” he said.

While he did not manage to catch her name, he noticed the name “Wendy” on her luggage tag as she got off the bus.

Customer service manager

In response to Mothership's queries, Jetstar Asia identified the staff as customer service manager, Wendy Tiong.

Tiong, who has been working at Jetstar Asia for over eight years, said she noticed the pair needed help and offered some directions.

"They were surprised but really appreciative — I could tell it made them feel a little more at ease in an unfamiliar place," she added.

Jetstar Asia also expressed their gratitude towards Tiong and other team members for their everyday efforts:

"We’re incredibly proud of our people, who go above and beyond to support others - not just in the air, but wherever they are. This act of kindness at Changi Airport reflects the care, empathy and dedication that define our culture at Jetstar Asia. Moments like this remind us why our people are so respected, and we’ve been truly humbled by the outpouring of support we have received following the news of Jetstar Asia’s closure.”

As for Tiong, she said she is proud to be part of a team that looks after passengers both in the air and on the ground.

Top photo from Mothership reader