Greater Bay Airlines recognised for excellent customer service by HKIA

Greater Bay Airlines achieved remarkable success at the Customer Service Excellence Programme Awards Presentation Ceremony 2025 organised by Hong Kong International Airport. With exceptional service quality and efficient cross-department/organisation collaboration, 26 distinguished employees of the airline stood out to clinch multiple awards across all the three categories, including the “Cross-Company Excellence Award - Outstanding Customer Service”. 

The “Cross-Company Excellence Award - Outstanding Customer Service” was presented to the team comprising Samuel Cheng and Susanne Leung from GBA’s Ground Services Department, and Debby Tan from Menzies CNAC Aviation Services Limited.

(5 June 2026) Greater Bay Airlines (GBA) achieved remarkable success at the Customer Service Excellence Programme (CSEP) Awards Presentation Ceremony 2025 organised by Hong Kong International Airport (HKIA). With exceptional service quality and efficient cross-department/organisation collaboration, 26 distinguished employees of the airline stood out to clinch multiple awards across all the three categories, including the “Cross-Company Excellence Award - Outstanding Customer Service”. The annual CSEP Awards aim to honour outstanding individuals, teams and organisations within the airport community for their commitment to service excellence and for setting new benchmarks in passenger experience.

GBA has always placed paramount importance on customer service, embedding its core service culture of “A heart that flies you home” into its daily operations. The airline was highly acclaimed with multiple accolades, namely the “Cross-Company Excellence Award - Outstanding Customer Service”, “Cross-Company Excellence Award - Certificate of Appreciation”, “Corporate Excellence Award – Certificate of Appreciation” and “Individual Excellence Award – Certificate of Appreciation”.

The “Cross-Company Excellence Award - Outstanding Customer Service” was presented to the team comprising Samuel Cheng and Susanne Leung from GBA’s Ground Services Department, and Debby Tan from Menzies CNAC Aviation Services Limited. The trio demonstrated their initiative in assisting a newlywed couple heading to Osaka for honeymoon, who were stranded at the airport due to an unexpected ticket alteration by the booking platform. The team proactively checked the flight availability and found an alternative solution for them. The issue was resolved swiftly, not only addressing the need urgently but also impressing them deeply. This is a good case study of customer-centric dedication in the aviation industry.

GBA’s Chief Services Officer Stanley Kan said, “We are honoured to receive multiple accolades from CSEP 2025. As the youngest airline in Hong Kong, GBA is committed to delivering an exceptional travel experience to our passengers. We will continue to uphold our service philosophy of ‘A heart that flies you home’, striving for excellence in delivering quality customer service. Together with our partners in the airport community, we will provide a better experience to all travellers using HKIA.”

A value carrier based in Hong Kong, GBA commenced service in July 2022 and is currently operating scheduled flights between Hong Kong and Bangkok, Taipei, Tokyo, Osaka, Fukuoka, Sapporo, Manila, Zhoushan, Huangshan, Yichang, Guilin, Zhangjiajie, Datong, Enshi and Dunhuang, with a fleet of Boeing 737-800 and 737-9 aircraft. For more information, please visit www.greaterbay-airlines.com.

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