Winning Passengers’ Hearts at HKIA

(HONG KONG, 16 April 2008) — Imagine you're alone in a foreign country with a loved one who suddenly needs urgent medical care.

One traveller found himself in exactly this situation last year, when his wife suffered kidney problem at the boarding gate of HKIA. Learning of the travellersr' dilemma, an airline employee accompanied the couple to hospital in an ambulance and waited with the traveller while his wife received treatment. The employee then arranged accommodation for the grateful couple so they could catch a flight to Kuala Lumpur the next day.

In another case, a cleaner noticed an elderly lady struggling with her clothes in the shower area of an airline lounge. Sensing the passenger's discomfort, the female cleaner helped the lady disrobe, shower and dress.

HKIA is proud to have staff who take the initiative to assist travellers when they need it most. Today, about 130 employees from eight categories (Airlines and ground handling agents, Customs and Excise Department, Immigration Department, Hong Kong Police Force, travel and transport, retail and catering, airport security, Airport Authority and its service contractors) received HKIA Best Service Awards at an annual ceremony arranged through the airport's Customer Services Excellence Programme.

Airport Authority Chief Executive Officer Stanley Hui said, "Today's winners illustrate the service culture that is shared by the 60,000 people who make up the airport community. Their ceaseless efforts have helped make HKIA a synonym for high-quality airport services."

Officiating at today's ceremony, The Hon James Tien, Chairman of the Hong Kong Tourism Board (HKTB), said, "Airport is Hong Kong's key port of entry. Speaking in the capacity of HKTB's chairman, I would say the HKIA's annual Customer Services Excellence Programme is indeed a meaningful and motivational one. I very much hope the stories of the hundred of award winners, chosen from the 60,000-strong workforce at the airport, will be a positive source of motivation for all at the HKIA."