Cathay Pacific wins seven times at Hong Kong Customer Service Excellence Awards

Cathay Pacific Airways today received a total of seven honours at the Customer Service Excellence Awards 2014, hosted by the Hong Kong Association for Customer Service Excellence (HKACE). The airline’s signature “Service Straight from the Heart” was well recognised at the awards, reflecting the commitment to quality services and products that led it being named “World’s Best Airline” in last year’s Skytrax World Airline Awards.

Cathay Pacific won the following awards at today’s ceremony:

Team Award – Field and Special Service (Gold Award): The Special Services Team at Hong Kong International Airport (HKIA) comprises some 150 staff who are dedicated to provide multi-lingual and medical services to passengers in need.

Team Award – Internal Support Service (Gold Award): The Cabin Crew Line Management Team from the Inflight Services Department (ISD) takes care of more than 10,000 cabin crew of different nationalities. The team’s motto is “Happy crew, happy passengers”.

Service Appreciation Award (Silver Award): The Heart Awards Programme, which has been running for almost two decades, is a recognition programme to reward exemplary acts of service provided by the 1,400 Cathay Pacific staff working at Hong Kong International Airport.

Individual Award – Counter Service (Silver Award): Customer Services Officer (CSO) Crystal Tsang always “thinks in passengers’ shoes”, which was exemplified by her patience in taking care of an elderly wheelchair user transiting in Hong Kong from New Zealand.

Individual Award – Internal Support Service (Bronze): Hub Operations Supervisor Anderson Leung helped arrange misconnected baggage to be shipped from Milan to Bali via Hong Kong, so that a passenger could be properly attired at his daughter's wedding.

Touching Moments (Video): CSO Jeffrey Chan shared his story of escorting an elderly UK passenger to a hospital in Hong Kong, all the while assisting with transportation and hotel arrangements for her travel companion.

Touching Moments (Essay): Service Leader Louis Lo, Inflight Service Manager Mala Chandran and Flight Attendant Melda Liu were awarded for their great effort in helping a family whose four-year-old child had a high fever and needed to stay in a local hospital.

The Customer Service Excellence Awards ceremony is hosted annually by the Hong Kong Association for Customer Service Excellence (HKACE) with the aim of promoting quality customer service among its member companies. Today’s ceremony was chaired by HKACE Chairman James Tong, with Under Secretary of Commerce and Economic Development Godfrey Leung as the officiating guest. Various government officials and representatives from the travel and service industries were also in attendance.