Ahead of PTE World Conference 2026, which is taking place in London next week (March 17, 18 & 19), PTT speaks with Steven Yiu, executive director of airport operations at Airport Authority Hong Kong, who is set to deliver a presentation titled ‘Transforming HKIA: innovation, seamlessness and excellence in passenger experience‘. In this Q&A, Yiu shares some of the insights he plans to share at the conference.
Can you tell us about your presentation?
This presentation explores how Hong Kong International Airport is setting new global benchmarks in passenger experience, operational excellence and strategic connectivity. It examines how HKIA is embracing digital transformation, integrating with the Greater Bay Area and fostering a strong culture of innovation to redefine the role of major airports in a rapidly evolving aviation landscape.
The session outlines HKIA’s holistic approach, combining smart technology, sustainability and community engagement to deliver seamless passenger journeys and resilient, future-ready growth. Attendees will gain practical insights into how collaboration and innovation can elevate service quality, enhance competitiveness and support long-term terminal development.
Smart security and seamless passenger flow technologies are a key focus at HKIA. Which innovations have had the greatest impact on both operational efficiency and passenger satisfaction?
At HKIA, the greatest impact has come from integrating smart security technologies with a seamless end‑to‑end passenger journey. One notable example is our deployment of CT‑based 3D security screening, which allows passengers to keep laptops and liquids in their carry‑on bags and complete the screening within 4.5 minutes. This significantly reduces uncertainty, repacking stress and queue dwell time, while increasing lane throughput by around 50%.
Equally important is the adoption of single token across the departure journey, including facial recognition from check‑in through to boarding. By minimizing repetitive document checks, we improve both processing efficiency and passenger confidence, particularly for frequent and business travelers.
How does integration with the Greater Bay Area strengthen HKIA’s connectivity, resilience and long-term strategic position as a global hub?
Integration with the Greater Bay Area (GBA) is central to HKIA’s long‑term strategy. Serving a population of over 87 million, the GBA provides both a strong origin‑destination market and a resilient demand base for international connectivity.
HKIA’s multimodal transfer hub plays a critical role in this integration. Through ferry, coach, limousine and bridge connections, passengers from cities across the GBA can complete upstream check‑in, baggage acceptance and tax refund processes before arriving airside. This effectively extends our catchment area well beyond Hong Kong and strengthens our hub competitiveness.
Passenger-centric design is often discussed, but harder to deliver at scale. How does HKIA create a vibrant, engaging airport experience while maintaining efficiency at very high volumes?
At HKIA, passenger‑centric design begins with deep understanding. We use customer journey mapping to identify emotional pain points from home to cabin. This insight informs both physical design and service innovation. Efficiency is achieved through intuitive layouts, self‑service technologies and clear wayfinding, while engagement comes from providing choice, comfort and control. For example, transparent information on queue times, and digital tools that help passengers plan their journey, reduce stress without slowing throughput.
Crucially, we design systems that support passengers of different experience levels, including infrequent travelers and the elderly, through visible staff support and simplified processes. By combining smart technology with human‑centerd service design, we are able to scale personalized experiences across very high passenger volumes.
Sustainability and community engagement are increasingly essential for major airports. How are these priorities being embedded into HKIA’s operational and development strategies?
At Hong Kong International Airport, sustainability is embedded through a combination of technology adoption and long‑term planning. The deployment of autonomous electric vehicles across airside operations reduces carbon emissions while enhancing safety, reliability and operational efficiency.
In parallel, smart mobility initiatives such as the Airport City Link promote greener transport choices, improve connectivity across Airport Island and help to alleviate road congestion, supporting more sustainable growth of the airport ecosystem.
Beyond environmental sustainability, we place strong emphasis on our people and the wider airport community. We recognize that a resilient and high‑performing airport depends on an engaged workforce with a strong sense of belonging. To this end, HKIA has developed a dedicated airport community building that provides staff facilities such as a canteen, gymnasium, basketball court and relaxation areas. We also organize community activities, including festive events such as a New Year market, to foster connection and pride among airport staff.
What is the key message you would like delegates to take away from your presentation – and who are you particularly hoping to connect with at the conference?
Transformation is a long‑term journey built on vision, resilience and collaboration. Hong Kong civil aviation has an 80‑year history, evolving from a single‑runway airport to a dual‑runway system, and most recently to the commissioning of the Three‑Runway System in 2024. As we look ahead, HKIA is now planning for the next 20 years of growth in an increasingly complex and competitive global environment.
While some challenges are unique to HKIA – such as land constraints, high operating costs and intense regional competition – many are shared by major international airports worldwide. In my presentation, delegates will see how HKIA is tackling these challenges through technology adoption, smart operations, regional connectivity and a strong focus on passenger experience, while maintaining safety, efficiency and resilience at scale.
‘Transforming HKIA: innovation, seamlessness and excellence in passenger experience‘ will take place at March 18, 2026, in Room 9 at PTE World Conference 2026 at Excel London, UK.
