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Published on : Saturday, July 25, 2015
When airport travellers lose their way, become separated from their families, or even face the helpless panic of a child trapped inside a car, the over 65,000 staff working at Hong Kong International Airport (HKIA) will provide necessary assistance to passengers with caring spirit.
At today’s annual award presentation ceremony for the HKIA Customer Service Excellence Programme (CSEP), nearly 500 airport staff were commended for their excellent customer service, helping to create a pleasant airport experience for all HKIA visitors.
Fred Lam, Chief Executive Officer of the Airport Authority Hong Kong (AA), said at the ceremony, “HKIA 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, HKIA must not only possess excellent facilities, but also needs to continuously enhance our service level.”
This year, the “Best Customer Service of the Year” of the “Cross-Company Excellence Awards” went to nine staff from the AA, Serco Group (HK) Limited and Nixon Cleaning Co. Ltd. who worked together to save a boy trapped in a car. On that day, a young mother drove to HKIA to pick up her family. However, she accidentally locked her two-year-old son inside the car along with her car keys. Upon learning of the situation, staff from these companies immediately gave her a helping hand. Some of them helped by shielding the sun with cardboard, preventing temperature from rising in the car while they comforted the boy. Other staff assisted by meeting the lady’s family in the Arrivals Hall. Finally, the Fire Services Department broke the car window and saved the boy. After the boy was rescued, a team from the cleaning contractors removed debris from the car and temporarily fixed for the broken window – allowing the young mother to leave HKIA safely with her family.