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OverviewSafety, security and contingency planningGREENEST AIRPORTPASSENGER EXPERIENCE

Passenger Experience

As HKIA pushes at the boundaries of its original design capacity, we continue to apply technology and upgrade our facilities and service. Our aim is to maintain our high service standards and provide a friendly, efficient and uniquely “Hong Kong” airport experience for our passengers.

A Hassle-free and Unique Airport Experience

Key initiatives

  • About 10,000 iBeacon transmitters were installed throughout the terminals that enable the provision of personalised services to passengers by sending directions, boarding alerts and other push notifications to passengers’ mobile phones and other Bluetooth-enabled devices via the “HKG MyFlight” mobile app.
  • Strengthened HKIA’s self-service check-in capabilities by increasing the number of self-bag drop units from 20 in 2015/16 to 120 in 2016/17, and installing 80 Radio-Frequency Identification (RFID) scanners for encoding of home-printed bag tags at check-in counters.
  • Installed 14 additional interactive directory units in Terminal 1 (T1) to provide passengers with detailed information on HKIA’s facilities and wayfinding.
  • Launched the second “Art, Culture and Music at the Airport” programme in July 2016. The 5-month programme featured a wide range of vibrant performance and exhibitions, ranging from Cantonese Opera, classical and jazz music, and photo exhibitions to comics and cityscape sketches.
  • Launched an online shopping platform “HKairport Shop” in July 2017. Passengers can enjoy hassle-free shopping by simply ordering through the online shopping platform and collecting their purchases before or after their flight. We extended the Free Delivery Service to cover six Southeast Asian countries in August 2016 and Japan and South Korea in July 2017. We target to extend the service beyond Asia to Australia and North America in 2018/19.

About 10,000 iBeacon transmitters were installed throughout the terminals that enable the provision of personalised services to passengers by sending directions, boarding alerts and other push notifications to passengers’ mobile phones and other Bluetooth-enabled devices via the “HKG MyFlight” mobile app.

Strengthened HKIA’s self-service check-in capabilities by increasing the number of self-bag drop units from 20 in 2015/16 to 120 in 2016/17, and installing 80 Radio-Frequency Identification (RFID) scanners for encoding of home-printed bag tags at check-in counters.

Installed 14 additional interactive directory units in Terminal 1 (T1) to provide passengers with detailed information on HKIA’s facilities and wayfinding.

Launched the second “Art, Culture and Music at the Airport” programme in July 2016. The 5-month programme featured a wide range of vibrant performance and exhibitions, ranging from Cantonese Opera, classical and jazz music, and photo exhibitions to comics and cityscape sketches.

Launched an online shopping platform “HKairport Shop” in July 2017. Passengers can enjoy hassle-free shopping by simply ordering through the online shopping platform and collecting their purchases before or after their flight. We extended the Free Delivery Service to cover six Southeast Asian countries in August 2016 and Japan and South Korea in July 2017. We target to extend the service beyond Asia to Australia and North America in 2018/19.

Case StudyHKG MyFlight mobile app

HKG MyFlight mobile app

In 2016/17, we enhanced the “HKG MyFlight” mobile app by adding different passenger-focused features. The mobile app now provides passengers with a wide array of information:

  • Real-time flight information, and status notification of tracked flights
  • HKIA indoor map and real-time navigation
  • Boarding alerts
  • Public transport search
  • Boarding pass scanner for flight search
  • Auto-connection to free Wi-Fi at HKIA
  • Shopping, dining, and airport facilities and services information
Real-time flight information, and status notification of tracked flights
HKIA indoor map and real-time navigation
Boarding alerts
Public transport search
Boarding pass scanner for flight search
Auto-connection to free Wi-Fi at HKIA
Shopping, dining, and airport facilities and services information

Starting from September 2017, the "HKG MyFlight" mobile app will offer a new feature of sending baggage arrival notifications to passengers whose baggage is equipped with an electronic bag tag.

We achieved an overall satisfaction score of 4.86 in the 2016 Airport Service Quality Survey managed by Airports Council International, meeting our target for 2016/17. We also maintained the low level of passenger complaints, despite the record-breaking number of passengers and the pressure of approaching full capacity of HKIA.

2012
2013
2014
2015
4.86
2016
4.86
Annual overall satisfaction score
(score out of 5)
2012/13
2013/14
2014/15
2015/16
32.5
2016/17
32.5
Number of complaints per million passengers
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