HKG recognises customer service excellence of staff

Hong Kong International Airport (HKG) has recognised the customer service efforts of airport at its annual Customer Service Excellence Programme (CSEP) awards 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 CEO of Airport Authority Hong Kong (AAHK), officiated the ceremony.

“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,” she noted.

“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, AAHK’s executive director of airport operations of AAHK, with members from airlines, passenger handling agents, retailers, government departments, and service providers and contractors.

This year’s winners included Benny Wong of Cathay Pacific Airways, for helping 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.

While three staff members from AAHK won an ‘Outstanding Customer Service’ award for helping a passenger to locate a passenger’s cat which went missing while being transported through the baggage carousel.

Launched in 2002, the CSEP Awards recognise outstanding individuals, teams and companies for service excellence.