Airport Community Celebrates Customer Service Excellence and Pledges to Advance Further

(Hong Kong, 03 April 2025, 1800hrs) – Hong Kong International Airport (HKIA) reaffirmed its dedication to service excellence by honoring the remarkable efforts of airport staff in delivering unrivalled experience for passengers and customers in an annual Customer Service Excellence Programme (CSEP) award presentation ceremony.

This year’s awards received an overwhelming response, with over 60 organisations submitting nearly 430 nominations, recognising over 870 dedicated colleagues and teams. Vivian Cheung, Acting Chief Executive Officer of Airport Authority Hong Kong (AAHK), officiated the ceremony.

Vivian Cheung said, “The Customer Service Excellence Programme was set up with the goal of encouraging our colleagues from different organisations to offer excellent customer services and promote the culture of doing so. The passion and dedication are truly inspiring. Let me congratulate all the award winners again and wish you all to continue to strive for excellence and to innovate, delivering the best airport experience to all visitors.”

In addition to commending airport staff, AAHK also announced the formation of the Customer Service Excellence Steering Committee at the ceremony, with representatives of the airport community pledging to promote excellent customer service at HKIA; champion a customer-first culture, exceed customers’ expectation, and introduce innovative initiatives to further enhance service quality.

These initiatives will include sharing the best practices and training for frontline staff, and more. The 20-strong committee will be chaired by Steven Yiu, Executive Director, Airport Operations of AAHK, with members from airlines, passenger handling agents, retailers, government departments, and service providers and contractors.

This year, the “Best Customer Service of the Year” in the Individual Excellence Awards was presented to Benny Wong of Cathay Pacific Airways, for demonstrating thoughtfulness, empathy and dedication. Wong helped a passenger, who appeared unwell on a flight flying from Manila. Upon arrival at HKIA, Wong accompanied the passenger to the hospital, stayed with him beyond his duty hours, and helped him with flight rescheduling.

The “Best Customer Service of the Year” in the Corporate Excellence Awards went to Cathay Pacific Airways. The airline’s staff was commended for keeping in touch with a family for a period of five months, to ensure that their daughter, who required special attention, would travel safely to Manchester.

Three staff members from AAHK won the “Outstanding Customer Service” award in the same category for helping a passenger to locate a passenger’s cat which went missing while being transported through the baggage carousel.

The “Best Customer Service of the Year” in the Cross-Company Excellence Awards went to staff members of AAHK, Cathay Pacific Airways and Plaza Premium Lounge, for helping a passenger who collapsed while resting at the terminal before a long-connecting flight to Canada.

Meanwhile, three airlines and three passenger handling agents received the Best Check-in Service Awards for courtesy and helpfulness, waiting time in check-in queue, and check-in efficiency.

The CSEP Awards were launched in 2002 to recognise outstanding individuals, teams and companies for service excellence.