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elements were included such as role playing and experience
sharing among the participants, creating a lively and engaging
learning atmosphere. More than 400 frontline staff from
different sectors of the airport community participated in the
workshops. A number of competitions were held to further
promote the importance of fostering a welcoming environment
at HKIA. These included the “Best Smiling Customer Service”
competition, “Smiles at the Airport” photo competition, and
customer service slogan competition.
IT Enhancements
Across the passenger terminals, there are over 70 locations
with flight information displays providing passengers with
real-time flight information. In view of the continuous
increase in air traffic, AAHK conducted feasibility studies
on the operational and technical aspects of the Flight
Information Display System (FIDS) to ensure sufficient flight
information can be provided to passengers in normal days
as well as during major airport disruptions. Accordingly,
enhancement and expansion of the FIDS will be implemented
in phases, starting in 2015.
The free WiFi service was expanded to cover all passenger
areas of the airport and its system bandwidth was increased
fourfold. More wireless access points in high-traffic areas,
such as boarding gates, are being added to further enhance
this popular service. We will also increase the number of
power charging points for mobile devices from currently
250 to 650 by March 2015. Passengers who do not have
a WiFi device may now use any of the 68 desktop computers
with free internet access set up in Terminal 1 and the North
Satellite Concourse.
“HKG My Flight” is the official mobile
app produced by HKIA in March 2013
to provide passengers with real-time
flight information. This free app is
available in English and Chinese and
includes features such as real-time flight
status updates, schedule information and an airport map.
It also includes a feature that alerts users to changes in their
flight schedule. Separately, we worked with Google to enable
HKIA in-terminal location and facilities information to be
displayed on Google Maps to enhance easy access of
information for passengers.
Smiles at the Airport
AAHK’s “Smiles at the Airport”
campaign, which ran from October
to November 2013, featured
several customer service-focused
events and activities. A series of
eight workshops helped airport
staff to enhance customer service awareness, develop service
techniques and affirm the positive impact of smiles. Interactive
Sustainability Report 2013/14
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Delivering Operational and Service Excellence