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Plaza Premium Lounge Scoops Airport Authority Hong Kong’s 2016 Best Customer Service of the Year in the Corporate Excellence Award for its Exemplary Customer Service

June 8, 2016 Accolades No Comments Print Print Email Email

Plaza Premium Lounge, the world’s largest independent airport lounge network, won the most coveted “Corporate Excellence Award” for “Best Customer Service of the Year” at Hong Kong International Airport (HKIA)’s Customer Service Excellence Programme (CSEP) Award Presentation on 2 June 2016. The company also received “Outstanding Customer Service” in the “Cross-company Excellence Award” with Cathay Pacific, as well as staff recognition in the “Individual Excellence Award” at the presentation out of around 500 nominated cases competed for this year.


Mr. Song Hoi-see, Founder and CEO of Plaza Premium Group (5th from the front right) and the awardees from Plaza Premium Lounge celebrated together with Dr. Peter Lam, Chairman of Hong Kong Tourism Board (5th from the front left) and Mr. Fred Lam, CEO of Airport Authority Hong Kong (middle of the front row) on stage.

“It’s truly humbling to receive this grand award. To be recognized as a leader in airport hospitality is an important testament to our colleagues,” said Mr. Song Hoi-see, Founder and CEO of Plaza Premium Group. “I’m so proud of them whose attentive customer service continues to strengthen HKIA’s position as one of the best in the world.”

The Chairman of Hong Kong Tourism Board, Dr. Peter Lam, presented the “Best Customer Service of the Year” of the “Corporate Excellence Award” to our colleagues Andy Chan, Peggy Chia, and Jeremy Esteban for helping an elderly Filipino who fell near the boarding gate, which is away from their work place. The colleagues offered immediate assistance beyond their normal cause of duty by employing first-aid skills and cardiopulmonary resuscitation knowledge acquired until the arrival of medical service. This award is to recognize their exemplary performance by going the extra mile to assist needy passengers and alleviate their critical condition.

“Best Customer Service of the Year” of the “Corporate Excellence Award” 2016 (left) and “Outstanding Customer Service” of the “Cross-company Excellence Award” 2016.

Peggy also received another recognition of “Outstanding Customer Service” in the “Cross-company Excellence Award” together with our colleague Rosaline Boko who are both working at Cathay Pacific Business Class lounge — The Bridge. They collaborated with a colleague from Cathay Pacific and arranged immediate medical assistance for a traveller with respiratory issue aggravated by the failure of her breathing machine. This accolade is to commend the excellent cross-company collaboration between the colleagues of Plaza Premium and Cathay Pacific. Last but not least, one of our colleagues, Roshan Gurung, was also recognized in the “Individual Excellence Award” as a result of his outstanding customer service.

“We are very excited to receive these important awards. We would like to take this opportunity to thank our company for investing a lot on us and providing a working environment which promotes teamwork,” concluded by our awardees.

CSEP Award is an annual presentation organized by AAHK since 2002 with the aim of reinforcing airport-wide commitment to enhancing customer service excellence at the airport arena. Over 73,000 staff are currently working at HKIA.

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