Hong Kong Airlines takes home multiple awards for service excellence
[Hong Kong ▪ 25 January 2018] Hong Kong Airlines continues to be recognised for its service excellence as well as its role as an innovator within the aviation industry, having been named the recipient of the Silver and Bronze awards at the HKACE Customer Service Excellence Award 2017.
The Customer Service Excellence Award, launched back in 2002, aims to motivate customer service staff by recognising outstanding performers and promoting a customer service culture with member companies. Hong Kong Airlines has been a proud recipient of the award since 2016.
“Hong Kong Airlines has steadily developed a caring culture over the years, and this has long been a prerequisite for delivering sincere service,” said the airline’s Director of Service Delivery, Mr Stanley Kan. “This level of thoughtfulness has also enabled us to develop innovative services that benefit our customers.”
First on the list is the bronze award, which was awarded to Hong Kong Airlines’ to commend its service staff for the excellent handling during the Sapporo snowstorm in December 2016, which resulted in the suspension of flights at New Chitose Airport that led to over 1,000 Hong Kong passengers being stranded at the Japanese city.
To tackle the emergent situation, Hong Kong Airlines activated its emergency response measures. Members from the airline’s management and Ground Services Team, along with those from the nearby Japanese ports of Tokyo and Kagoshima were dispatched to provide support to affected passengers. Two staff who were on holiday in Sapporo also volunteered to help.
During the troubling time, Hong Kong Airlines demonstrated professional and meticulous service, so much so that tensions were alleviated and passengers were duly impressed by the unreserved dedication of all staff.
Meanwhile, Hong Kong Airlines also took home the silver award for its new online lost property query system WeFound – a search engine that enables passengers who have lost their belongings on Hong Kong Airlines operated-flights to easily check if their missing items have been found.
Developed in response to the increasing number of items that travellers had misplaced on its flights, WeFound helps to streamline the reclaiming process of lost items, and is available both online and through a mobile app offers support in English, Traditional and Simplified Chinese as well as Japanese. Passengers can simply use the service to search for their items, before providing their boarding pass and proof of identity during pickup.
Looking ahead, further enhancements to the systems are currently planned, as Hong Kong Airlines is exploring the possibility of integrating WeFound into its inflight entertainment system to provide travellers with more venues to track the status of their lost items.