Hong Kong-based conglomerate Cathay Group was a recipient of 15 awards, including the Grand Award, at the 25th Customer Service Excellence Award program, held on Tuesday, May 27. The grand ceremony was hosted by the Hong Kong Association for Customer Service Excellence (HKACE), which aims to recognise outstanding achievements in customer service. The monumental win has put Cathay in the race for providing exceptional services amongst the leading service airlines today.
What were they awarded for?
HKACE has been hosting Customer Service Excellence Awards since 2001 for providing notable services to the customers and meeting hospitality standards. This cultivates a customer-centric approach towards building a service-performance based company.
Cathay managed to achieve the highest score in all categories of customer service, delivery and implementation building a stage for the Grand Award.
The award night witnessed Cathay Chief Operations and Service Delivery Officer Alex McGowan, along with other senior management members, who represented the group.
McGowan expressed his gratitude during the ceremony and said,
“We are deeply honoured to receive multiple awards this year, especially the Grand Award for the third year running,” reflecting on the dedication to putting their customers at the centre of everything they do. “These awards recognise the incredible efforts of our people across Cathay, especially our service delivery teams who provide the professional, warm and heartfelt service that defines the Cathay service.”
He further highlighted how these acclaims and recognitions will motivate them to continue doing their best to become one of the greatest service brands in the world today.
Cathay group won across a wide range of categories against top competitors: two Top 10 Young Stars of the Year, three Bronzes, four Gold and five Merits.
Progress made
Cathay Pacific has made a significant surge in passenger attainment from March 2024 to March 2025 by 19.8%. Chief Customer and Commercial Officer Lavinia Lau said,
“As a Group, we are continuing to make good progress towards exceeding 100 passenger destinations within the first half of 2025.”
Cathay has also been ranked 5th in overall airline rankings and been awarded the best ‘economy class‘ by the World Airline Awards. Cathay Group continues to make a mark in the aviation industry. With the establishment of Cathay Technologies, it is leading the space in customer services.
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