The annual “HKIA Customer Service Excellence Programme” award ceremony was held yesterday at the Hong Kong International Airport in recognition of around 900 outstanding airport frontline staff who demonstrated excellent customer services during the year 2015/16.
A record high of 199 staff in total from Hong Kong Airlines (the “Company”), including 132 from the airline and 67 from its subsidiary, Hong Kong Aviation Ground Services Limited (HAGSL), were applauded with the awards. At the same time, the two companies also garnered the corporate awards. Mr Christopher Birt, General Manager, Inflight Services of Hong Kong Airlines, and Ms Mandy Chan, General Manager of HAGSL, attended the ceremony.
Last year, Hong Kong Airlines staff in Okinawa joined hands with staff in Hong Kong to take good care of a passenger suffering from stroke, winning the Company “Corporate Excellence Award – Outstanding Customer Service”. The passenger was found stroke symptoms at Okinawa airport before boarding a Hong Kong Airlines flight back to Hong Kong. The airline’s ground staff sent him to hospital right away and volunteered to take turns visiting him in the following days. The passenger finally returned Hong Kong with his family on Hong Kong Airlines business class, and was surprised by designated airline staff waiting for him at the Hong Kong airport. The other corporate award “CrossCompany Excellence Award – Outstanding Customer Service” was shared by Hong Kong Airlines, HAGSL and Select Service Partner Hong Kong Ltd. The three parties worked seamlessly and professionally in looking after a large number of stranded passengers at the VIP lounge, who were on a delayed flight to Shanghai caused by heavy air traffic control. Other staff members were presented “Individual Excellence Award” and “Corporate Excellence Award” at the ceremony.
Mr Christopher Birt, General Manager, Inflight Services of Hong Kong Airlines said, “Hong Kong Airlines has won the awards for several consecutive years. This year I am very grateful to see a much larger group – a record high of nearly 200 staff winning the award, which implies that the company’s service philosophy ‘PEOPLE’ has been well recognized. In recent years, we have made much effort to enhance passenger flight experience by launching innovative services, such as the ‘Sweeten You Up’ service campaign, the music box service, and a series of inflight catering upgrades in cooperation with Tai Hing, Blue Elephant of Thailand and Shin Yeh of Taiwan. We hope to bring our passenger the most unique and attentive services through these initiatives.”
Ms. Mandy Chan, General Manager of HAGSL said, “HAGSL has been in rapid development since its establishment in 2014. While expanding our team we bare in our mind to constantly improve our service quality. Recently we made progress in optimizing passenger check-in services echoing with the related development strategy initiated by Airport Authority Hong Kong. The objective of our work is always to provide quality service to the passengers with focus on their real needs. We believe it is important to have a grateful heart and stand in others’ shoes to deliver sincere service. In the future, HAGSL will continue to do our utmost to bring the best service to our passengers.”