What does this award mean to you and who do you want to share it with?
We are very pleased and honoured. This honour belongs to the 65,000-strong airport community and some 400 of our business partners whose professionalism and dedication are the key factors behind HKIA’s success through the years. 

What motivates you to excel in all that you do?
Every member in the airport community is dedicated to providing a safe and pleasant airport experience. Since HKIA commenced operations in July 1998, we adhere to six core values – Safety, Security, Efficiency, Quality, People and Environment. This commitment has motivated us to go the extra mile to welcome our passengers and deliver the best service to them. We will continue enhancing our airport facilities and services to strengthen Hong Kong’s position as an international aviation hub. 

What advice would you give to the next generation of tourism professionals who desire success in this trade?
We listen to our customers and strive to provide the best and most suitable service and facilities for them. We constantly solicit feedback through different channels, including online feedback forms, a hotline, customer service counters and regular passenger perception surveys. By identifying key factors that affect customer satisfaction, we design various initiatives needed for continuous improvement. We also set up Key Performance Indicators (KPIs) to regularly evaluate our performance. 

Credits to Mr James Tsui, General Manager, Corporate Communications, Airport Authority Hong Kong

Picture: Ms Eva W Y Tsang, General Manager, Customer Services  & Industry Affairs, Hong Kong International Airport