Airport Community Celebrates Service Excellence at CSEP Awards

Hong Kong International Airport (HKIA) today reinforced its commitment to service excellence by celebrating the outstanding efforts of airport staff in delivering an unrivalled travel experience for passengers and customers during its annual Customer Service Excellence Programme (CSEP) award presentation ceremony.

Around 1,200 employees received awards this year for customer service excellence and providing a pleasant passenger experience. Fred Lam, Chief Executive Officer of Airport Authority Hong Kong (AA), officiated at the ceremony.

Mr Lam said, “Last year, HKIA’s passenger throughput scaled new heights at 74.7 million, and our passenger traffic continues to grow. I would like to take this opportunity to express my gratitude to all airport colleagues and business partners for their hard work and contribution to the excellent service we provide to travellers from around the world. Thanks to the tireless effort and dedication of our 73,000 airport staff, HKIA’s outstanding service and operational efficiency have been recognised by many local and international industry awards we received over the years, indicating the commitment of airport colleagues to continuously enhancing the airport experience.”

This year, the Individual Excellence Award for “Best Customer Service of the Year” was presented to Saki Siu Tsz-yan of RELAY, Lagardère Travel Retail Hong Kong Limited, for demonstrating helpfulness and compassion. Saki assisted a female passenger in finding her missing daughter and provided her own jacket to the child before the latter could clean her clothes. She then accompanied the mother and daughter to the ladies’ room. The passenger commended Saki for her selflessness and turning an unfortunate situation into a positive travel experience.

The “Best Customer Service of the Year” Team Excellence Award went to the AA for its staff’s all-out effort in providing attentive customer service to members of a family from Vietnam who lost contact with each other while stranded in HKIA for four days after missing their connecting flights. Patricia Cheng, Senior Operation Officer, and Audrey Yiu, Operation Officer showed genuine care for the passengers and made tremendous efforts to provide assistance, helping the family to reunite and arranging air tickets for them  to fly to their destination. Patricia and Audrey were both commended for demonstrating can-do attitude and team spirit.

In addition, 63 staff from the AA, Hong Kong Police Force and ISS Adams SecuForce Limited were awarded “Best Customer Service of the Year” Cross-Company Excellence Award for mounting multiple joint operations against illegal car hire services within airport areas in recent years. Fifty-five cross-departmental joint operations were conducted in 2018. The collaboration among these companies and organisations has helped maintain a safe and orderly airport environment for passengers.  

The CSEP Awards were launched in 2002 to recognise outstanding individuals, teams and companies for service excellence, and to encourage the airport community to continuously pursue exceptional customer service.