The Cathay Group takes home 15 HKACE awards, including the Grand Award for the third year running

Recognising the Group’s commitment to thoughtful and attentive service

The Cathay Group was honoured with a total of 15 awards at the annual Customer Service Excellence Awards hosted by the Hong Kong Association for Customer Service Excellence (HKACE) on 27 May, including the prestigious Grand Award for the third consecutive year. These recognitions highlight Cathay’s signature customer-centric approach, underscoring its unwavering commitment to delivering exceptional service as it strives to become one of the world’s greatest service brands.

Representing the Cathay Group at the awards ceremony was Cathay Chief Operations and Service Delivery Officer Alex McGowan, along with other senior management members who celebrated the achievements of Cathay staff.

Alex McGowan said: “We are deeply honoured to receive multiple awards this year, especially the Grand Award for the third year running, reflecting our dedication to putting our customers at the centre of everything we 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. The recognitions we have received will motivate us to continue to go above and beyond as we strive to become one of the world’s greatest service brands.”

Collectively, the Cathay Group won four Gold awards, three Bronzes, five Merits and two Top 10 Young Stars of the Year awards. These were across a variety of categories, including Field and Special Service, Internal Support Service, FrontliService, Counter Service, Contact Centre Service, People Development, Innovative Service, and Top 10 Young Stars of the Year:

Type of Awards	Categories	Award	Department
Grand Award
Team award	Field & Special Service	Gold	Cathay – Airport Services Department
	Internal Support Service	Gold	Cathay – Airport Services Department
	Frontline Service	Gold	Cathay – Inflight Services Department
	Contact Centre Service	Bronze	Cathay – Customer Care Department
	Counter Service	Merit	Hong Kong Airport Services Limited (HAS) – Baggage Service
Individual Award	Frontline Service	Gold	Cathay – Inflight Services Department
	Counter Service ​	Bronze	Hong Kong Airport Services Limited (HAS)
	Counter Service	Merit	Cathay – Airport Services Department
	Field & Special Service ​ ​ ​ ​ ​ ​ ​ ​ ​ ​	Merit	Cathay – Airport Services Department
	Contact Centre Service ​	Merit	Cathay – Customer Care Department
	Top 10 Young Stars of the Year ​ ​ ​ ​ ​ ​ ​ ​	Top 10	Cathay – Inflight Services Department
	Top 10 Young Stars of the Year ​ ​ ​ ​ ​ ​ ​ ​	Top 10	Cathay – Airport Services Department
Programme Award ​ ​ ​ ​ ​ ​ ​	People Development	Bronze	Cathay – Cathay Academy
	Innovative Service (Non-digital or technological) Award	Merit	Cathay – Airport Services Department

The Customer Service Excellence Awards ceremony is hosted annually by the HKACE to celebrate customer service employees and honour outstanding performers, with the aim of promoting quality customer service culture in Hong Kong.

For more information, visit www.cathay.com.