HKIA’s 10th Customer Service Excellence Programme

It does not always take a lot of money, time or professional expertise to make a difference in someone’s life – just the willingness to go above and beyond in the line of duty. As staff working at Hong Kong International Airport (HKIA) would attest, it could even help save a life.

This was just one of the many examples set by the 123 airport staff who were recognised this week at the award presentation ceremony for HKIA’s 10th Customer Service Excellence Programme (CSEP).

Taren Kwong, Japan Airlines’ Duty Manager, was asked one day last March to greet a lady with an eight-month-old baby girl who was required to undergo an urgent heart operation upon their arrival in the United States. Apart from coordinating with other JAL operation teams, Kwong initiated contact with the JAL office in the U.S. to ensure that an ambulance would stand by to pick up the two. He also arranged for escorts both at HKIA and during the layover in Japan to ensure that their trip was smooth and hassle-free. The baby girl experienced smooth travels and eventually received a successful operation.

In another instance, Hong Kong Tourism Board Visitor Services Officers Miki Tung and Ray Cheung received a European passenger who needed directions to Shekou, where his travel agent was to pick him up. Taking account of the potential language barriers that the passenger might face in Shekou, Ray immediately contacted the passenger’s travel agency in Hong Kong and arranged a pick-up service from their Hong Kong office. The two also gave the passenger a surprise birthday present after realising it was his 60th birthday.

At Tuesday’s ceremony, a total of nine awards were presented to three airport staff, three teams and three companies including Cathay Pacific Airways, The Hong Kong and Shanghai Banking Corporation Limited and Plaza Premium Lounge.

 Mr James Tien, Chairman of the Hong Kong Tourism Board, said, “Hong Kong’s appeal as a world-class travel destination depends not only on our diverse range of attractions and unique culture, but also on our ability to offer outstanding service to visitors. This has become ever more important, as our tourism industry is poised for further growth, and our airport continues to attract record number of passengers. I am pleased to see the strong commitment of the airport staff to providing the finest levels of customer service. Their dedication and professionalism help create a wonderful first and lasting impression of our city on visitors, and raise Hong Kong’s profile as Asia’s World City with a trademark of excellence.”

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