HKIA Recognises Exceptional Customer Service Achievements Among Airport Community

(Hong Kong, 4 June 2026, 1800hrs) – Hong Kong International Airport (HKIA) today hosted its Customer Service Excellence Programme (CSEP) Award Presentation Ceremony, honouring over 900 outstanding airport staff and more than 60 organisations across the airport community for their unwavering dedication to delivering exceptional service and elevating the passenger experience.

This year’s awards received an enthusiastic response, with nearly 460 nominations across individual, corporate, and cross-company categories, underscoring the strong commitment to service excellence across HKIA, as well as the Best Check-in awards to recognise outstanding performance among airlines and passenger handling agents.

Steven Yiu, Executive Director, Airport Operations of Airport Authority Hong Kong (AAHK), said, “With the Three-runway System and Terminal 2 expansion driving passenger growth, we must continue to redouble our efforts — not only to welcome a rising number of travellers, but also to deliver more diverse and high-quality services to meet the evolving needs of passengers.

I thank all airport staff for their steadfast dedication and professionalism and encourage everyone to continue striving for excellence and delivering the best possible airport experience to every traveller at HKIA.”

The Best Customer Service of the Year under the Individual Excellence Awards was presented to Vivien Kwok of Jardin De Jade. Vivien exemplified her professionalism and swift crisis management by responding with urgency and care for a young overseas traveller who experienced a severe allergic reaction to peanuts. Vivien arranged immediate medical assistance and accompanied the girl and her family to the hospital, remaining with them until midnight, and subsequently escorting them back to the airport to facilitate reticketing, check-in, and departure procedures following the passenger’s discharge.

The Best Customer Service of the Year under Corporate Excellence Award went to Trip.com and Nan Sha Passenger Port. In recognition of Trip.com, two staff members provided compassionate and proactive assistance to a traveller who urgently needed to travel to the Philippines following the passing of a family member. The team carefully verified travel requirements, facilitated mandatory immigration registration, and extended support beyond their normal duties to ensure the traveller’s smooth and timely departure.

The Best Customer Service of the Year in the Cross-Company Excellence Awards was awarded to staff members of AAHK, Cathay Pacific Airways and HKT Teleservice. The team collaborated seamlessly to assist a passenger in redeeming an air ticket from a deceased HKairport Rewards member for urgent travel to attend a funeral. Their coordinated efforts demonstrated empathy, professionalism and a commitment to balancing policy with humanity.

In addition, three airlines and three passenger handling agents were recognised with the Best Check-in Service Awards for their courtesy and helpfulness, minimal waiting time in check-in queue and check-in efficiency. The airline awardees are All Nippon Airways, China Airlines and United Airlines, while the recognised passenger handling agents are Menzies CNAC Aviation Services Limited, SATS HK Limited and Hong Kong Airport Services Limited.

Launched in 2002, the CSEP Awards are held annually to honour outstanding individuals, teams and organisations within the airport community for their commitment to service excellence and for setting new benchmarks in passenger experience.