Delivering service excellence from check-in to gate!

6 May 2025

We are delighted to share our recent achievements at the 2024 Customer Service Excellence Programme (CSEP) at Hong Kong International Airport (HKIA), underscoring our commitment to exceptional customer service as a leading ground handler at HKIA.

A major highlight was winning the Best Check-in Service Award for Check-in Efficiency, which reflects our commitment to providing swift and seamless check-in experiences, demonstrating our focus on efficiency and customer satisfaction.

Our collaboration with Cathay Pacific was recognised with the Cross-Company Excellence Award for Outstanding Customer Service, exemplified by our successful recovery of a passenger’s luxury watch. Despite complex challenges, our ground handling teams, and Cathay Pacific staff coordinated seamlessly to locate and return the watch, earning heartfelt gratitude and showcasing our “can-do” spirit.

We’re equally proud of our team’s efforts, with more than 60 colleagues recognised in the Individual Excellence Awards, Corporate Excellence Awards, and Cross-Company Excellence Awards. These accolades celebrate the care and professionalism they bring to every interaction with passengers.

These awards inspire us to continue delivering exceptional ground handling and customer care, ensuring every passenger’s journey at HKIA begins with excellence.

Thank you to our team and partners for making this possible!