Saturday, 2 April 2011

Reply from HKIA's Passenger Services Dept dated 31st March 2011

After waiting for more than 2 weeks.... (How efficient and detailed they are going in... ;p)

Here is their reply...

Dear Ms. Chu,

Thank you for sharing your feedback with us on wheelchair services you noticed during your stay at Hong Kong International Airport (HKIA). Upon receiving your comment, we have immediately followed it up and it is subsequently confirmed that the service is provided by our licensee, Worldwide Flight Services (WFS).

According to your information and the investigation report from WFS we gathered, WFS responded that the passenger had offered tips to the wheelchair staff but was politely refused by the staff involved. As stipulated in the Licence Agreement with WFS, solicitation of tips for the services provided to passengers is strictly prohibited. To ensure such service performance standard is well maintained during the service delivery, WFS have been requested to step up their trainings/ briefings on customer services as well as the ethical awareness on solicitation of tips and the Authority shall continue conducting audit checks regularly.

In addition, all pre-ordered wheelchair passengers at departure gate 47 you mentioned had already been assisted by WFS for boarding around 1900 hrs on 6 Mar 2011.

Once again, we thank you again for bringing the matter to our attention.

Yours sincerely,

Irene Chan
Assistant General Manager
Terminal 1 Department
Airport Authority

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