HKIA recognises over 300 airport staff for service excellence

Committed to creating a pleasant airport experience for every passenger at Hong Kong International Airport (HKIA), the 65,000-strong airport staff take pride in providing excellent service with extra care and patience. At today’s annual award ceremony for the HKIA Customer Service Excellence Programme (CSEP), over 300 airport staff were presented with certificates and trophies in recognition of their efforts in customer service.

The airport community works closely together to delight passengers and maintain the highest level of service excellence. In line with this goal, a new “Cross-Company Excellence Award” has been introduced as part of this year’s CSEP to recognise the joint efforts and close partnerships amongst different organisations. The top “Cross-Company Excellence Award” went to the airport community parties involved in the “Miracle Christmas at HKIA” on 24-25 December last year. The festive surprise amazed and welcomed arriving passengers on selected flights with candy canes tied to their checked luggage. This hearty surprise touch earned smiles and applause from local and overseas passengers.

The professionalism of Hong Kong Airlines’ crew members Lois Cheung Wai-Nga, Nicro Siu Pui-kwan and Stefani Tsang Wai-shan won both the judges’ hearts and the Corporate Excellence Award. On 30 August 2013, Hong Kong Airlines flight HX762 experienced severe turbulence some 20 minutes before landing, causing injuries to three passengers and three crew members. Despite the critical situation, the in-flight service team gave their best to soothe and take care of passengers, facilitating paramedic teams and handling disembarkation after the plane landed.

The top individual award was presented to Joan Ng Yuen-yee, a Customer Services Officer at Cathay Pacific Airways, who went the extra mile to warm an elderly passenger’s heart. In March last year, a lady passenger from Mainland China was unable to fly to Taiwan with her tour group due to serious nosebleed. Seeing the elderly woman being left alone at the airport without friends or support, Joan volunteered to accompany her to the hospital. Joan also liaised with the tour leader to ensure the passenger was picked up upon her arrival in Taiwan.

Stanley Hui Hon-chung, Chief Executive Officer of Airport Authority Hong Kong, extended his congratulations and heartfelt gratitude to the awardees at the ceremony. Mr Hui said, “I am greatly impressed by all of our awardees who provided heartfelt service to our travellers. By enhancing our service and efficiency, I am confident that we will continue to deliver world-class standards of customer service at HKIA.”

Also attending the ceremony, Dr. Peter Lam Kin-ngok, Chairman of Hong Kong Tourism Board, said, “As an economic pillar of Hong Kong, tourism is closely related to many other service sectors, including aviation, catering and retail. This means it requires the joint effort of different sectors to ensure visitors enjoy quality service and a pleasant stay in our city. I would like to take this opportunity to thank Airport Authority Hong Kong for organising the annual CSEP. I also look forward to working closely with the airport community and other travel trade partners to create memorable experiences for visitors to our city.”

The CSEP award was launched in 2002. Through acknowledging the caring deeds and professionalism demonstrated by members in the airport community, the campaign aims to cultivate an airport-wide commitment to customer service excellence.