Case Study: Changi Airport Group elevates passenger search experience with OpenSearch

Changi Airport Group cuts zero-result searches from 17% to under 3% with OpenSearch

Changi Airport Group faced a challenge with the search function on its digital platforms, which relied on a legacy engine with poor semantic understanding and limited synonym support. This led to a high rate of zero-result queries, failing passengers who used common but inexact terms. To transform search into a seamless discovery experience, the airport group implemented a platform from vendor OpenSearch.

The OpenSearch solution provided full ownership of the search architecture, allowing for airport-specific synonym mappings, fuzzy matching, and auto-complete. Features like "You May Also Like" and the integration of e-commerce product listings significantly improved discovery. This reduced zero-result queries from 17% to under 3%, achieved an 11% click-through rate on recommendations, and drove a measurable share of e-commerce sales for the vendor OpenSearch.

Changi Airport Group