HKIA Honors Outstanding Service with Annual CSEP Awards

(IN SHORT) Hong Kong International Airport celebrated service excellence at its annual Customer Service Excellence Programme awards, where over 430 nominations recognized more than 870 outstanding staff members and teams. The ceremony, led by Acting CEO Vivian Cheung of AAHK, also introduced a new 20-member Customer Service Excellence Steering Committee aimed at further enhancing the airport’s service quality. Awards were given across various categories, including individual and corporate excellence, with notable recognition going to Cathay Pacific Airways and several AAHK staff for their exemplary customer care. The CSEP Awards, established in 2002, continue to set industry benchmarks for outstanding service.

(PRESS RELEASE) HONG KONG, 2025-Apr-4 — /Travel PR News/ — Hong Kong International Airport (HKIA) has once again underscored its commitment to service excellence by celebrating the exceptional efforts of its staff at the annual Customer Service Excellence Programme (CSEP) awards ceremony. This year, the event received an impressive response with over 60 organizations submitting nearly 430 nominations, recognizing more than 870 dedicated colleagues and teams. The ceremony was officiated by Vivian Cheung, Acting Chief Executive Officer of Airport Authority Hong Kong (AAHK).

Vivian Cheung remarked, “The Customer Service Excellence Programme is designed to encourage our colleagues across various organizations to deliver outstanding service and foster a culture of excellence. The passion and dedication we see are truly inspiring. I congratulate all the winners and encourage everyone to continue innovating and striving to provide the best airport experience for our visitors.”

In addition to acknowledging individual and corporate achievements, AAHK announced the creation of the Customer Service Excellence Steering Committee. This 20-member committee, chaired by Steven Yiu, Executive Director of Airport Operations at AAHK, includes representatives from airlines, passenger handling agents, retailers, government departments, and service providers. Its mission is to champion a customer-first culture, exceed passenger expectations, and introduce innovative initiatives such as best-practice sharing and enhanced frontline training to further elevate service quality at HKIA.

Notable awards this year include the “Best Customer Service of the Year” in the Individual Excellence category, awarded to Benny Wong of Cathay Pacific Airways. Wong was recognized for his exemplary care when he assisted a passenger who fell ill on a flight from Manila—accompanying the passenger to the hospital, staying beyond his duty hours, and helping to reschedule the flight.

In the Corporate Excellence category, Cathay Pacific Airways was honored for its remarkable commitment in supporting a family over a five-month period to ensure the safe travel of their daughter, who required special care. Additionally, three AAHK staff members received the “Outstanding Customer Service” award for their efforts in reuniting a passenger with a lost cat at the baggage carousel.

The Cross-Company Excellence Award went to a collaborative team from AAHK, Cathay Pacific Airways, and Plaza Premium Lounge, for their quick and compassionate response in assisting a passenger who collapsed in the terminal before a long-connecting flight to Canada. Moreover, awards for Best Check-in Service were presented to three airlines and three passenger handling agents, recognizing excellence in courtesy, efficiency, and minimizing wait times.

Launched in 2002, the CSEP Awards continue to honor individuals, teams, and companies that deliver exceptional service, setting high standards in the aviation industry.

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SOURCE: Airport Authority Hong Kong