The award category of the "World's Most Improved Airline" is aimed at rewarding the airline's remarkable progress in its front-line products and service standards over the past year.
HONG KONG – Hong Kong Airlines is pleased to announce that the company is the winner of “World’s Most Improved Airline” by SKYTRAX this year and is honoured as the “World’s Best Improved Airline.” Meanwhile, Hong Kong Airlines is awarded the highly-esteemed SKYTRAX 4-Star rating for the third consecutive year. On behalf of the company, Mr. Sun Jianfeng, Vice President of Hong Kong Airlines, attended the award presentation ceremony held onJuly 15 (BST) in London, the UK.
Mr. Sun Jianfeng, Vice President and Mr. Stanley Kan, Director of Service Delivery of Hong Kong Airlines received the award of SKYTRAX “World’s Best Improved Airline” in London on behalf of the company “The SKYTRAX ‘World’s Best Improved Airline’ is a great recognition and encouragement for our company. With a history of eight years, Hong Kong Airlines has been committed toproviding passengers with quality service. By adhering to the people-oriented service approach, we have achieved remarkable improvement in various service categories and recorded rapid growth over the years. As a Hong Kong-based airline, we feel very honoured and proud to stand out among airlines worldwide. We owe this success to our highly devoted and professional team, especially the front-line staff whoserve passengers with great dedication. We would also like to extend our heartfelt thanks to the passengers and industry partners who have been supporting us all along. Riding on the expanding route network, Hong Kong Airlines will continue to focus on providing excellent customer service to bring our passengers more pleasant travel experiences,” remarked Mr. Zhang Kui, President of Hong Kong Airlines.
SKYTRAX are specialist Research Advisors to the air transport industry. The annual global customer satisfaction survey “World Airline Survey,” launched by SKYTRAX since 1999, is an industry benchmark of high authority. Based on the survey results, the annual “World Airport Awards” are the most prestigious accolades for the industry. The award category of the “World’s Most Improved Airline” is aimed at rewarding the airline’s remarkable progress in its front-line products and service standards over the past year. This year’s survey is based on 18 million customer nominations across over 100 nationalities of air travellers, covering over 200 airline companies worldwide. The survey evaluates customer satisfaction across 41 key performance indicators for airport service and products including check-in and boarding experiences, onboard seat comfort, cabin cleanliness, food, beverages, IFE, staff service and associated travel items. The winning of “World’s Best Improved Airline” as well as the SKYTRAX 4-Star rating three years in a row serves as a clear evidence of Hong Kong Airlines’ establishment of international standards in both its ground and onboard services.
When talking about bringing better service to passengers, it is worth mentioning that Hong Kong Airlines has upgraded its service principle since the beginning of 2013 and launched a “PEOPLE” service approach riding on past hands-on experience and customer’s suggestions. By strengthening the six points of “Passion to deliver, Extra to give, Opinions to offer, Promise to fulfill, Lasting impression to create, Emotional quotient to serve” during daily work, each one of its front-line staff has gained deeper understanding and delivered more people-oriented services, making prominent progress as a whole.
The current network of Hong Kong Airlines covers nearly 30 business and leisure travel destinations inmainland China, Taiwan and Southeast Asia. Hong Kong Airlines carried over 4.8 million passengers in 2013, an increase of 35% year-on-year, and a 50% increment year-on-year in Business Class sales. Recently, Hong Kong Airlines has also expanded its flight service to provide new destinations includingTianjin and Kagoshima. Leveraging Hong Kong’s status as an international air hub, the flights to major destinations like Beijing, Shanghai, Taipei, Bangkok, Hangzhou and Nanjing have increased frequency to three to five flights daily, and the frequency of flights to popular leisure travel destinations likeOkinawa and Bali has also been increased to two to three daily, offering travellers a wide range of choices.
Photo caption: Mr. Sun Jianfeng, Vice President (second on the left) and Mr. Stanley Kan, Director of Service Delivery of Hong Kong Airlines (second on the right) received the award of SKYTRAX “World’s Best Improved Airline” in London on behalf of the company
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