Customer Service Excellence Programme Recognises Remarkable Service of more than 950 Airport Staff Members

(HONG KONG, 14 June 2017)  –  Flight delays, cancellations and illness are just a few of the unexpected misfortunes that can happen when travelling. To recognise members of the airport community who put their hearts into making every passenger’s journey smoother and more enjoyable – no matter the circumstance – Hong Kong International Airport (HKIA) today held its annual Customer Service Excellence Programme (CSEP) award presentation ceremony.

More than 950 airport staff were lauded for excellence in customer service and providing passengers with a pleasant airport experience. The award ceremony was officiated by Fred Lam, Chief Executive Officer of Airport Authority Hong Kong (AA), and Dr Peter Lam, Chairman of the Hong Kong Tourism Board.

Speaking at the ceremony, Mr Fred Lam said, “Thanks to the passion and professionalism of the 73,000 airport staff who help achieve high operational efficiency at HKIA, our airport has been recognised multiple times for the quality of its service. Our excellence does not simply manifest in efficiency, but also care about customers, especially when they are in need. I would like to express my gratitude to all members of the airport community for their efforts and contributions.”

Dr Peter Lam remarked that the airport staff’s excellent service often creates a good first impression of Hong Kong for visitors. “HKIA is the first place travellers experience when they arrive in Hong Kong, and its staff are just like ambassadors for the city. I hope all of today’s awardees continue to demonstrate the best of Hong Kong hospitality by serving travellers with kindness and care.”

The “Best Customer Service of the Year” Individual Excellence Award went to Hugo Li Pik-ki of Lagardere Travel Retail Hong Kong Limited, who assisted an elderly man who found himself separated from his wife after passing through the security checkpoint. The man was on the floor helpless and in tears, with his belongings scattered around him. When Li approached the man to offer help, she noticed a distraught woman, soon identified as the man’s wife, walking towards them. After helping reunite to them, Li rushed to buy antiseptic napkins and new pants for the elderly man, who was suffering from urinary incontinence. Li assisted the couple to the restroom to clean up and change. She then bought them bread and water and escorted them to the boarding gate for their flight to Canada.

Thirteen staff from Hong Kong Airlines and Hong Kong Aviation Ground Services Limited (HAGSL) received the “Best Customer Service of the Year” Cross-Company Excellence Awards for their quick response when a heavy snowstorm hit Sapporo in December 2016, causing operations at New Chitose International Airport to be suspended for four days. Hong Kong Airlines and HAGSL staff were dispatched to Sapporo to deal with stranded passengers, while two staff who were on holiday in Sapporo volunteered to help. In spite of rising tensions and discontent among the passengers, the staff served them professionally and attentively, eventually helping to calm the situation.

Four AA staff who helped save the life of a passenger with their prompt response and professional skills received the “Best Customer Service of the Year” Corporate Excellence Awards. When duty staff at the Integrated Airport Centre received a report that a female passenger had fainted at a boarding gate, they immediately requested two operation officers in the area and an ambulance to provide assistance. On arrival, one of the operation officers found that the passenger was unconscious and had no pulse. He immediately applied an automated external defibrillator and began cardiopulmonary resuscitation. The ambulance then brought the passenger to North Lantau Hospital, where she later regained consciousness.

This year, the “Best Check-in Service Awards” and “Best Customer Service Enhancement Award” awards were given based on the results of the globally recognised Airport Service Quality survey designed by Airports Council International. Best Check-in Service Awards were given to Cathay Dragon, Thai Airways and Singapore Airlines in the airline category, and Hong Kong Airport Services Limited, Jardine Aviation Services Limited and China Airlines in the handling agent category. The Best Customer Service Enhancement Award went to Aviation Security Company Limited.

The CSEP awards were launched in 2002 to recognise outstanding individuals, teams and companies for service excellence, and to drive continuous improvement in customer care across the airport community.