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Hong Kong International commends staff for excellent customer service

Hong Kong international Airport has recognized more than 500 members of staff for their efforts in assisting passengers throughout the year.

The awards were distributed as part of the airport’s annual Customer Service Excellence Programme (CSEP), which recognizes the efforts of staff from all parts of the airport who go above and beyond the call of duty.

This year’s ‘Cross-Company Excellence Awards’ went to nine employees from the Airport Authority Hong Kong (AAHK), Serco Group and Nixon Cleaning. The employees worked together to help a young mother who had accidentally locked her son and car keys in her car. Upon learning of the incident, some of the employees used cardboard to shield the car windows to prevent temperatures rising in the cabin. Other members of staff went to meet the rest of the family in the arrivals area so that the mother could stay with the car. Eventually the fire service broke the car window to rescue the boy but the staff at Nixon quickly cleaned away the debris and temporarily fixed the window so the family could drive home.

The ‘Individual Excellence Award’ went to Jeffrey Chan, a customer services officer at Cathay Pacific Airways, who assisted a 75-year old lady who stumbled near the boarding gate after experiencing back pain and dizziness. Chan called for an ambulance and accompanied the lady and her companion to the hospital where he helped them to contact their families in the UK. The elderly lady was required to stay in hospital overnight so Chan assisted the lady’s companion in finding a hotel for the night. The next day, Chan assisted both passengers until they boarded their flight.

Fred Lam, CEO for AAHK, said, “Hong Kong International Airport handles about 180,000 passengers every day. Working hand-in-hand with the airport community has become even more important as airport operations are busier than ever. I sincerely congratulate all of our airport staff and business partners who received the awards. As a world-class airport, we must not only possess excellent facilities, but also work to continuously enhance our service level.”

Dr Peter Lam, chairman of the Hong Kong Tourism Board, said, “As airport staff are the first group of people that visitors meet when they arrive in Hong Kong, they play a very important role in maintaining the excellent service image of our city. The outstanding service they provide are critical factors behind the success of Hong Kong’s tourism industry. I am very happy for those who received recognition in this year’s CSEP. Their professional and caring service has earned a strong reputation for the airport’s service, leaving a positive and lasting impression of Hong Kong amongst airport users.”

July 29, 2015


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