Airport staff promises to bring smile to travellers

(HONG KONG, 2 August 2004) - Members of the Airport Community promised today (2 August) to continue with their untiring commitment to quality customer service excellence to upkeep Hong Kong's position as a preferred destination for both leisure and business travelers. At the launch of the third Customer Services Excellence Programme (CSEP), representatives from the seven service sectors at the airport - from government departments, airlines to retail and catering licensees - pledged to provide customers with hospitality and excellent services, and to exceed customer expectation in all areas. Chairman of the Hong Kong Tourism Board and member of the Board of Airport Authority Hong Kong (AAHK), Mrs Selina Chow, said at the ceremony, "Customer services is all the more important at the airport because this is one of the major gateways for visitors. Customer service excellence not only enriches visitors' experience but also enhance their satisfaction level. I hope airport staff who displays exemplary services share the good practices with their colleagues and other sectors so that the service excellence culture is embraced by all industries in Hong Kong." Chief Executive Officer of Airport Authority, Dr David J Pang, said, "For an airport the cutting edge competitive advantage is customer service. As the way of traveling has evolved, airports are no longer just portals for arrivals and gateways for departures, but an integral part of the total business and tourism experience. Asia superstar Andy Lau appeared as a special guest and congratulated airport workers who were recognised for their outstanding customer services. He called on all members of the 50,000-strong workforce at the airport to put on their best smiles for customers. "Friendly and smiling airport staff would leave a good impression on visitors, and help bring them back to Hong Kong," he said. Officiating guests of the ceremony also included Miss Rita Chan, General Manager of Commercial Radio. Award winners from the seven service sectors will share their experience with audience of the radio station in the coming three weeks. HKIA's dedication to customer service has been well recognised by air travellers. For the fourth year in a row, HKIA has been voted Airport of the Year in the largest independent survey of air passengers, conducted by Skytrax Research of the UK. It was also named the Best Airport Worldwide, with a Special Recognition Award by the International Air Transport Association (IATA). Dr David J Pang, Mrs Selina Chow, Ms Rita Chan and Mr Andy Lau draw their smiles and sign autograph to officiate the launch of the third Customer Services Excellence Programme. The AA today recognised the exemplary customer services of airport staff who had contributed to creating a unique airport experience to HKIA’s passengers. They are pictured here with officiating guests Dr David J Pang, Airport Authority (AA) Chief Executive Officer, Mrs Selina Chow, Chairman of the Hong Kong Tourism Board and AA Board Member, Ms Rita Chan, General Manager of Commercial Radio, and Mr Andy Lau, Asian superstar. - Download photos