HKIA experiments with home delivery service
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Hong Kong International Airport (HKIA) is launching a new trial local delivery service for passengers who spend more than HK$1,000 ($129) in its shops at the airport.
Cissy Chan, Executive Director Commercial, HKIA said Airport Authority HKIA also plans to experiment with trial deliveries to the homes of a few individuals in two other countries as a trial run.
In a session entitled ‘Future Positive’ at this month’s Trinity Forum 2015 in Hong Kong, she said HKIA is engaged in concentrating on the passenger experience, utilising the four ‘Es’ which she qualified as eating, entertainment, ease and engagement.
The airport is now on a mission to try and make the environment more exciting after research showed that most people only enter the shops because they are bored.
As a result – and in addition – the airport is installing interactive amusements in relevant shops to build up interest, while pop up stores will feature more regularly.
Chan added that the airport is also working on building in entertainment facilities like a virtual golf zone, as well as employing food court ambassadors. These new recruits will find seats for passengers who are already holding trays of food, alongside a service pledge of 15 minutes.
Questions & Answers
Q.What is the minimum spend required for passengers to use the new local delivery service?
What is the minimum spend required for passengers to use the new local delivery service?
Passengers spending more than HK$1,000 in shops at Hong Kong International Airport are eligible to use the new local delivery service. This trial service is exclusively for those making qualifying purchases at the airport.
Q.Besides the new delivery service, what other initiatives is HKIA introducing to improve the passenger experience?
Besides the new delivery service, what other initiatives is HKIA introducing to improve the passenger experience?
HKIA is installing interactive amusements in shops, increasing the frequency of pop-up stores, and building entertainment facilities like a virtual golf zone. They are also employing food court ambassadors to help passengers find seats.
Q.Why is HKIA focusing on making the airport environment more exciting for passengers?
Why is HKIA focusing on making the airport environment more exciting for passengers?
Research indicated that most people only enter airport shops because they are bored. HKIA aims to build interest and improve the passenger experience by making the environment more engaging.
Q.What is the promised service standard for food court ambassadors finding seats for passengers?
What is the promised service standard for food court ambassadors finding seats for passengers?
Food court ambassadors are tasked with finding seats for passengers who are already holding trays of food. This service comes with a pledge that it will be completed within 15 minutes.
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