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Cathay Pacific wins four awards at Hong Kong Customer Service Excellence Awards

26 Jan 2016

Cathay Pacific Airways today received a total of four honours at the Customer Service Excellence Awards 2015, 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.

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


Award Category




Team Award
(Internal Support Service)


Online Team,
Hong Kong International Airport


Individual Award
(Internal Support Service)


Debbie Cheung, Supervisor,
Hong Kong International Airport


Individual Award
(Counter Service)


Abbie Chan, Customer Services Officer,

Hong Kong International Airport


Touching Moments Contest (Video)


Top 3

Lorraine Poon, Supervisor,

Hong Kong International Airport

Green Mok, Customer Services Officer,
Hong Kong International Airport

Team Award – Internal Support Service (Silver Award): The Online Team comprises colleagues who serve different functions at Hong Kong International Airport (HKIA). The team pulls together knowledge and experience from different functional areas to make arrangements for passengers whose original flights were affected, so that they could arrive at their destinations as early as possible.

Individual Award – Internal Support Service (Bronze): Supervisor Debbie Cheung provides training to frontline colleagues at HKIA. Debbie believes that colleagues would only be able to perform well if they were happy with their jobs. Her philosophy is to teach by example.

Individual Award – Counter Service (Merit): Customer Services Officer Abbie Chan believes that “no problems are too difficult to solve”, a philosophy exemplified by her persistence in helping an elderly couple to check in their medical equipment last minute, so that they can continue on smoothly with their journey.

Touching Moments (Video) – Top 3: Supervisor Lorraine Poon was awarded for her effort in helping an elderly passenger look for his wife who got lost on her way to the boarding gate. The couple said that Lorraine had been an angel to them.