WORLD'S GREENEST AIRPORT

ISSUE 051 第51期 May 2012

Turn to Page 3 下續第三頁

HKIA becomes the first airport to pledge to be the world’s greenest.

WORLD’S GREENEST AIRPORT

香港國際機場開創先河，承諾致力成為全球最環保機場。

全球最環保機場

THE NEWSLETTER OF HONG KONG INTERNATIONAL AIRPORT 香港國際機場刊物

P06P04 P09

Student outreach

教育學生

HKIA welcomes local and foreign students on educational visits to the airport. 香港國際機場接待本地及海外學生到訪，讓他們認識

機場運作。

Exemplary role models 顧客服務典範

The AA honours outstanding staff at the CSEP awards ceremony. 機管局於優質顧客服務計劃頒獎典禮上，嘉許表現

出色的員工。

Gold star for green initiatives環保金獎

HKIA receives ACI’s “Distinguished Achievement in Gold Award” for its green initiatives. 香港國際機場獲國際機場協會頒發「卓越成就金獎」，

環保成就備受表揚。

(from left, first row) Green Power CEO Man Chi-sum, Director - General Affairs of Friends of the Earth (HK) Edwin Lau, AA Board Member Huen Wong, AA Chairman Dr Marvin Cheung, Secretary for Transport and Housing Eva Cheng, AA CEO Stanley Hui, Vice Chairman of Islands District Council Chau Chuen-heung and WWF Hong Kong CEO Eric Bohm lead the airport community members in cementing the pledge with a hand print. (第一排左起)綠色力量行政總幹事文志森博士、香港地球之友副總監劉祉鋒、機管局董事會成員王桂壎、機管局主席張建東博士、運輸及房屋局局長鄭汝樺、機管局行政總裁許漢忠、離島區區議會副主席周轉香及世界自然基金會香港分會行政總裁龐毅理帶領機場同業以打手印的方式進行誓師儀式。

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On 8 May, the Airport Authority (AA) and our major business partners pledged to make our airport the greenest worldwide. It marks a big step forward in our commitment to being green and carries far-reaching implications. It adds on to the list of firsts that Hong Kong International Airport (HKIA) has earned over the years in the area of environmental protection.

We already have one of the largest fleet of green vehicles among airports worldwide. In 2010, we also set the green benchmark as the first airport worldwide to make an airport-wide pledge to reduce carbon intensity, aiming to cut

carbon emissions by 25% by 2015 from 2008 levels. Now we are confident that we can take the next significant step – to be the

first airport pledging to be the world’s greenest. Some of you may ask: Do you do this to pave the way for developing HKIA into

a three-runway system? My answer is “No”. Whether this airport is to become a three-runway system

would not change our dedication to making this airport as green as possible, which is something we have been doing since the first day of operation at Chek Lap Kok. This probably explains why HKIA is a frontrunner in environmental performance among airports handling similar air traffic volumes, as reflected in the benchmarking studies we have asked third parties to undertake for us.

You may also ask: How are you going to be the greenest?We run and manage most of the facilities on the airport island and see it as our

responsibility to do the utmost to make this happen.On top of our existing efforts, we have rolled out our new roving three-year

environmental plan that centres upon the 3R environmental principle – Reduce, Reuse and Recycle, and covers over 120 green initiatives.

For example, we aim to increase the number of electric vehicles (EVs) over the next five years, and ultimately replacing all airside saloon cars with EVs by 2017. Again, HKIA is the first airport in the world to make such a commitment.

Although about 80% of flights operating at HKIA do not use Auxiliary Power Units (APU) of the aircraft for powering its air-conditioning system while on the ground, we plan to impose a total ban on the use of APU for flights operating at HKIA to reduce emissions from aircraft by 2014. We will also increase the daily capacity of treating grey water suitable for irrigation by four-fold to 6,000 cubic metres by the end of this year, and complete the replacement of 100,000 lights with energy efficient LED lights throughout the passenger terminals by 2014.

Meanwhile, we have been enhancing our waste management capabilities to facilitate efficient sorting and recycling of aircraft wastes. We have set a bold target to fully process all recyclable waste at HKIA within the next 10 years.

Our vision in building a greener future for everyone is embedded in our management philosophy and culture. Having been widely recognised as one of the finest airports in the world, we are also committed to being the greenest. We can’t do this without the support and participation of the entire airport community. We are most fortunate to have very helpful and green-conscious business partners and colleagues who share the same vision of making this airport the greenest worldwide.

於5月8日，機場管理局與主要業務夥伴一起承諾，致力建設香港國際機場成為全球最環保的機場。這個承諾標誌着我們的環保工作向前跨出一大步，並帶來深遠影響。多年來，香港國際機場一直在環保範疇處處領先，而今次這個承諾亦再度開創先河。在全球各地機場中，我們擁有其中一支最龐大的環保

車隊。於2010年，我們為整個機場社區作出減碳強度的承諾，目標是在2015年年底前，將機場的碳排放量從2008年水平減少25%。我們是全球首個機場作出這方面的承諾，為環保工作樹立了典範。我們現在有信心向前邁出重要一步，率先承諾成為全

球最環保的機場。也許有人會問：「這是不是為了配合機場發展成為三跑

道系統？」我的答案是「不是」。無論機場會否發展成為三跑道系

統，也不會改變我們盡力實踐環保的決心。由機場在赤鱲角營運的第一天開始，我們已致力推動環保，可能正是這個原因，在航空交通量相若的各地機場中，香港國際機場向來在環保方面表現領先，而我們委託第三方進行的標準借鑑研究亦反映了這個情況。您也可能會問：「香港國際機場如何成為最環保的

機場？」我們負責營運和管理機場島上大部分設施，並以保護

環境為己任，竭力實踐環保。除了現有環保措施外，我們推出了每年定期更新的三年

環保計劃，以「減少污染、廢物利用及循環再造」三大環保原則為重點，當中涵蓋超過120項環保措施。舉例而言，我們計劃在五年內，增加電動車的數目，並

最終於2017年年底前，將機場禁區內所有房車更換為電動車，而香港國際機場更是全球首個就這方面作出承諾的機場。現時在機場營運的航班中，雖然已有大約八成不會在

停泊期間使用輔助動力裝置，為機上的空調系統供電，但我們仍計劃在2014年年底前，全面禁止在機場營運的飛機使用輔助動力裝置，以減少飛機排放量。我們亦會於今年年底前，將機場的廢水處理能力提升四倍至每日6 000立方米，這些經處理的廢水可用於灌溉植物。此外，我們將於2014年年底前，完成更換客運大樓內十萬個照明裝置，改用具能源效益的發光二極管燈。我們還提升機場的廢物管理能力，以便有效地將來自

飛機的廢物分類和回收。我們訂下了進取的目標，希望在十年內全面處理機場所有可循環再造的廢物。在機管局的管理理念和文化中，我們一直以建設綠色

未來為願景。我們被公認為全球最優秀的機場之一，同時也致力成為最環保的機場。要實現這個願景，有賴整個機場社區的支持和參與。我們非常幸運，能夠與既熱心又關注環保的業務夥伴及同事一同努力，抱持相同目標，建設香港國際機場成為全球最環保的機場。

行政總裁許漢忠Stanley Hui Hon-chungChief Executive Officer

MESSAGE FROM THE CEO | 行政總裁的話

From Page 1 上接第一頁

WORLD’S GREENEST AIRPORT全球最環保機場

The Airport Authority (AA) organised the landmark “World’s Greenest Airport Pledging Ceremony” on 8 May to further underscore its commitment towards sustainable development through all areas of Hong Kong International Airport’s (HKIA) operations. During the event, the AA led the airport community on a pledge to take more significant steps to build and operate the greenest airport in the world.

The ceremony was officiated by AA Chairman Dr Marvin Cheung and Secretary for Transport and Housing Eva Cheng, with the participation of a community leader, three green groups, and 40 airport community members, which together operate all major airport buildings, facilities and vehicle fleets.

Dr Marvin Cheung commended the efforts of the airport community and emphasised that the airport will develop its green path based on the three “Rs” – Reduce, Reuse and Recycle. “Environmental care is not only one of the airport community’s core values, but a principle we share in our daily operations and future development. Today’s pledge to become the world’s greenest airport marks a big step forward, putting HKIA at the forefront worldwide by providing a delightful airport experience and delivering exemplary environmental performance,” he said.

Speaking at the ceremony, Eva Cheng noted, ”The pledge made today showed the AA’s determination in environmental conservation during the operation and development of the airport. I believe that under the lead of the AA and with the support of the airport community, the airport can become the world’s greenest

Watch the spectacular sand art performance at

立即欣賞精彩的沙畫表演

www.youtube.com/hkairportofficial

airport with maximum environmental efficiency.”

During the ceremony, the AA displayed its fleet of electric vehicles (EVs) (see photo on page 2) that have played an integral role in its carbon reduction drive. It aims to increase the percentage of EVs and replace all airside saloon cars with EVs by 2017. In addition, uniquely showcasing HKIA’s numerous green initiatives was a fascinating sand art performance, regarded as an environmentally friendly way of performing.

The AA also recognised the outstanding achievements of its business partners in reducing carbon emissions by awarding three Most Effective Carbon Reduction Awards. LSG Sky Chefs was acknowledged with a Gold Award, while Gate Gourmet Hong Kong Limited and Asia Airfreight Terminal Company Limited received the Silver and Bronze Awards respectively.

機場管理局於5月8日舉行「共建全球最環保機場誓師典禮」，以進一步展示在香港國際機場各個營運範疇，推動可持續發展的決心。在這項意義重大的活動上，機管局帶領機場同業一起承諾，採取更多重要措施，務求建設和營運全球最環保的機場。誓師典禮由機管局主席張建東博士與運輸

及房屋局局長鄭汝樺擔任主禮嘉賓，其他參加者包括社區領袖，以及來自三個環保團體及40家機場營運機構的代表。這些機構共同營運機場所有主要建築物、設施及車隊。張建東博士讚揚機場同業的努力，並強調

機場定必堅守「減少污染、廢物利用及循環再造」三大環保原則，制定符合環保原則的發展路向。他說：「環保不但是機場同業的基本信念，亦是機場日常運作及未來發展所堅守的原則。今天我們承諾成為全球最環保的機場，標誌着向前跨出一大步，讓香港國際機場處於世界領先地位，為旅客締造愉快的機場體驗之餘，也在環保表現方面樹立典範。」鄭汝樺於典禮上表示：「今天機管局所作的

承諾，正正顯示機管局在營運與發展機場的同時，致力保護環境的決心。我深信在機場管理局的帶領下，並得到機場同業的協力支持，定能發揮最大的環保效益，把香港國際機場構建成全球最環保機場。」機管局在典禮上展示了機場的電動車車隊圖片刊於第2頁），它們在推動減碳方面扮演着重要角色。機管局計劃增加電動車的比例，並會於2017年年底前，在機場禁區內全面使用電動房車。此外，我們亦透過既精彩又環保的沙畫表演，介紹機場多項環保措施。為表揚業務夥伴在減碳方面的卓越成績，

機管局頒發了三個「最佳減碳成效獎」，由德國漢莎航空膳食服務（香港）有限公司榮獲金獎，佳美航空膳食香港有限公司及亞洲空運中心有限公司則分別獲頒銀獎和銅獎。

{(from left) AA CEO Stanley

Hui, Secretary for Transport and Housing Eva Cheng, AA

Chairman Dr Marvin Cheung and Executive Director, Airport Operations

C K Ng arrive at the event venue in the AA’s latest electric vehicles.

（左起）機管局行政總裁許漢忠、運輸及房屋局局長鄭汝樺、機管局主席張建東博士及機場運行執行總監吳自淇乘坐

機管局最新的電動車抵達會場。

{AA CEO Stanley Hui (second from left) presents the

Most Effective Carbon Reduction Awards to the winners. 機管局行政總裁許漢忠（左二）頒發「最佳減碳成效獎」。

y�Artist Hoi Chiu illustrates the various green initiatives of the AA through a sand art performance. 藝術家海潮以沙畫表演介紹機管局多項環保措施。

COVER STORY| 封面故事

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NEWS & EVENTS| 每月要聞

HERE TO SERVE優質顧客服務The annual Customer Service Excellence Programme (CSEP) award presentation ceremony was held on 18 April, celebrating the work and achievements of airport staff in providing quality customer service. Airport Authority (AA) CEO Stanley Hui and Chairman of the Hong Kong Tourism Board James Tien officiated at the ceremony and presented trophies and certificates to the awardees.

Speaking at the ceremony, Hui offered his congratulations to all the winners for delivering high standards of service at one of the world’s 10 busiest passenger airports. Hui added, “The relentless commitment of all our staff to delivering the highest level of customer service has helped us maintain Hong Kong International Airport’s (HKIA) high quality. It is also a major reason why

HKIA has won more than 50 best airport awards since it commenced operations in 1998.”

The CSEP was launched with an aim to reinforce an airport-wide commitment to customer service excellence at HKIA. This year, over 300 nominations were received and 10 trophies were awarded in the Team and Individual Awards categories. Four organisations including Cathay Pacific Airways, The Hong Kong and Shanghai Banking Corporation Limited, the Airport District of the Hong Kong Police Force and Plaza Premium Lounge were presented with Corporate Awards while a further 100 airport staff received certificates for their achievements.

於4月18日，香港國際機場舉行一年一度的優質顧客服務計劃頒獎典禮，以嘉許在提供優質顧客服務方面表現出色的機場員工。機管局行政總裁許漢忠及香港旅遊發展局主席田北俊擔任典禮的主禮嘉賓，並向得獎者頒發獎座和獎狀。許漢忠在頒獎典禮上祝賀各個得獎者，並表

揚他們為全球十大最繁忙客運機場提供優質服務。他說：「全體員工努力不懈，提供出類拔萃的顧客服務，讓機場維持卓越的服務水平，這也是機場自1998年啟用以來，先後逾50次贏得最佳機場美譽的主要原因。」優質顧客服務計劃的目的是鼓勵機場員工致

力追求卓越顧客服務。今年這項計劃共收到逾

300份提名表格，並頒發十項個人獎和團隊獎。此外，國泰航空、香港上海滙豐銀行有限公司、香港警察機場警區及環亞機場貴賓室四個機構榮獲企業獎，同時有超過100名機場員工獲頒發獎狀。

STRAIGHT TO THE TOPThe AA has been recognised as one of the Top 10 Developers in the recent BCI Asia Awards 2012 for the Midfield development project at HKIA. The BCI Asia Top 10 Awards acknowledge the top developers in regional building and construction in Southeast Asia.

勇奪殊榮

在最近舉辦的「2012年BCI Asia大獎」中，機管局憑着香港國際機場中場範圍發展計劃，獲得「十大發展商」殊榮。「BCI Asia十大獎項」旨在表揚東南亞區建築範疇表現卓越的發展商。

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BOLSTERING HONG KONG’S CARGO EFFICIENCYAA CEO Stanley Hui attended the opening of TNT Express’ Hong Kong Regional Hub as an officiating guest on 22 March. TNT Express opened the 7,380 square-metre facility that features the most advanced sorting and security technology, an in-house customs clearance and capable of handling up to 600 tonnes of cargo daily.

The Hong Kong Regional Hub locates at the centre of a highly efficient air and road network, with air links to TNT’s European hub in Liege and the rest of Europe. TNT’s road networks in China and Southeast Asia will also ensure smooth logistical operations in Asia. The hub will further strengthen Hong Kong’s leading position as an international and regional centre for air cargo.

提升本港貨運效率

於3月22日，機管局行政總裁許漢忠出席TNT快遞亞太區香港轉運中心的開幕典禮，並擔任主禮嘉賓。這個由TNT快遞開設的設施，面積達7 380平方米，設有最先進的分件及保安技術，以及專屬海關辦事處，每天可處理多達600公噸貨物。亞太區香港轉運中心位處高效航空與道路網絡的中心，在空運方面連接TNT位於比利時

列日的歐洲轉運中心及其他歐洲目的地，同時TNT亦擁有覆蓋中國及東南亞的道路網絡，確保亞洲區的物流運作暢順。這個轉運中心的啟用，將進一步加強香港領先的國際及區域空運�中心地位。

ADDRESSING AVIATION INDUSTRY ISSUESThe AA recently co-hosted the international aviation symposium Cargo Facts Asia with Air Cargo Management Group and Cargo Facts on 17 and 18 April. Cargo Facts Asia brings the world’s aviation community together for networking and strategy discussions across the Asian region.

AA CEO Stanley Hui kicked off the event with an inspiring welcome speech to the delegates. The symposium provided an informative platform for air cargo and freight industry executives to discuss timely issues such as current economic drivers for airfreight and air cargo trends for the Asia Pacific region. Participants also had the chance to meet industry members during the networking sessions.

探討航空業議題

Cargo Facts亞洲空運會議於4月17日及18日舉行，這個由機場管理局與航空貨運管理集團及《貨運實況雜誌》合辦的國際航空研討會，匯集了世界各地的航空同業，讓他們在亞洲地區建立聯繫及討論策略。機管局行政總裁許漢忠向

與會代表致歡迎詞，為研討會揭開序幕。這次研討會為空運及貨運業行政人員提供交流資訊的平台，讓他們討論各項最新議題，例如帶動亞太區航空貨運發展趨勢的現有經濟因素，參加者亦有機會在交流環節中認識其他�同業。

RISING ABOVE THE RESTHKIA was named “Best Airport in Asia” in a recent poll conducted by FinanceAsia. The financial publication’s Business Travel Poll 2012 covered hotels, airlines and airports across the Asia-Pacific region. The poll surveyed the magazine’s extensive readership of influential executives and frequent business travellers, which commended the airport’s world-class facilities and customer service.

脫穎而出

香港國際機場在《FinanceAsia》舉行的選舉中，贏得「亞洲最佳機場」殊榮。這本財經雜誌舉辦的「2012年商務旅遊選舉」，由廣大讀者對亞太區的酒店、航空公司和機場進行評選，他們當中包括了具影響力的行政人員及經常出外公幹的商務旅客。對於香港國際機場的世界級設施及顧客服務，他們都讚賞不已。

z AA CEO Stanley Hui welcomes the delegates with opening remarks at the symposium.����機管局行政總裁許漢忠����於研討會開幕禮上致辭。

z�AA CEO Stanley Hui (fifth from left) officiates at the opening of TNT Express’ Hong Kong Regional Hub. 機管局行政總裁許漢忠（左五）於TNT快遞亞太區香港轉運中心開幕典禮擔任主禮嘉賓。

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AN EDUCATION IN AVIATIONHKIA continued its dialogue with the academic community, welcoming over 300 students from six Hong Kong secondary schools in April. The students were briefed on the operations and green initiatives at the airport, as well as its future development projects.

HKIA also welcomed 10 undergraduate students from the Science and Innovation Management programme of Utrecht University in The Netherlands on 17 April. The students were introduced to innovative techniques used in the Deep Cement Mixing reclamation method proposed by the AA in the third runway system development project, as well as HKIA’s green initiatives

LESSONS IN LEADERSHIPAirport Authority (AA) CEO Stanley Hui engaged an enthusiastic audience at the Advanced Leadership Enhancement Programme organised by the Civil Service Bureau on 27 March. The attendees listened to Hui’s inspiring stories on overcoming a myriad of challenges and meeting rising public expectations inherent in running a world class airport.

Hui drew on his experience of finding success amidst adversity to exemplify how a visionary leader uplifts an organisation to perform up to the highest standards. Throughout the forum, he highlighted the essential qualities found in effective leaders such as vision, integrity, teamwork and dedication. Hui concluded the session charting the way forward for HKIA, in terms of foreseeable challenges and future goals.

分享領導心得於3月27日，機管局行政總裁許漢忠出席由公務員事務局舉辦的高層領袖培訓課程，與參加者分享激勵人心的個人經歷，現場反應熱烈。除了講述克服種種挑戰的過程外，許漢忠亦提及在營運世界級機場的同時，如何滿足公眾愈來愈高的期望。許漢忠藉着分享逆境中

追求成功的經驗，說明領袖必須具有卓越遠見，才能提升機構表現至最高水平。在講座中，他強調傑出領袖必須高瞻遠矚、堅守誠信、具團隊精神及克盡己職。最後，許漢忠就可預見的挑戰及未來目標，概述香港國際機場的日後發展路向，為講座劃上圓滿句號。

WELCOMING DISTRICT COUNCILLORSCouncillors from Tuen Mun district paid a visit to HKIA on 25 April. AA CEO Stanley Hui welcomed the councillors who listened to an overview and the future developments of HKIA. Afterwards, they toured around the airport to learn more about its operations by visiting the Integrated Airport Centre, Baggage Handling Hall, apron and Air Traffic Control Tower.

歡迎區議員到訪機場

屯門區議員於4月25日到訪香港國際機場，並由機管局行政總裁許漢忠迎接。當天，區議員先聽取機場運作概況及未來發展簡介，然後便參觀了機場中央控制中心、行李處理系統、停機坪和航空交通指揮塔，增進對機場運作的認識。

z AA’s General Manager, Airfield Henry Ma (left) introduces the operations of the Integrated Airport Centre to the Tuen Mun district councillors.

機管局飛行區運作總經理馬耀文（左）向屯門區議員介紹機場中央控制中心的運作。

NEWS & EVENTS| 每月要聞

6

DID YOU KNOW?你知道嗎？

Hong Kong may be known as a concrete jungle, but travellers are always amazed by the greenery at HKIA: there are over 700,000 trees and shrubs thriving on the airport island.

雖然香港被稱為「石屎森林」，但機場島上種植了超過700 000棵樹木及灌木，令香港國際機場綠意盎然，讓旅客讚嘆不已。

at the Midfield development project. In addition, the group made a trip to the Baggage Hall to learn about the use of radio frequency identification in the baggage handling system.

Additionally, the Education Bureau organised a visit for 33 secondary school teachers from the Tourism and Hospitality Studies department on 2 May to enhance their knowledge of the operations and latest developments at HKIA in order to facilitate their teaching.

Meanwhile, C K Ng, Executive Director of Airport Operations recently gave a presentation on “Aspects of Aviation: The Gateway Connecting Hong Kong with the World” at an event organised by the Education Bureau.

CLOSER LOOK AT AIRPORT OPERATIONS The AA recently arranged a visit at HKIA for the Permanent Aviation Fuel Facility Community Liaison Group (PAFF CLG) on 24 April. The PAFF CLG members listened to an overview of the Midfield development project and the three-runway system. The group then observed the daily operations at the apron, Air Traffic Control Tower and Baggage Handling Hall during a tour of the airport’s facilities.

深入了解機場運作

於4月24日，機管局為航空燃油儲存庫社區聯絡小組安排機場參觀活動。聯絡小組成員在聽取中場範圍發展計劃及三跑道系統的簡介後，參觀了多項機場設施，從而了解停機坪、航空交通指揮塔及行李處理系統的日常運作。

700,000

y Executive Director, Airport Operations C K Ng (right) of the AA receives a souvenir from representative of the Education Bureau. 機管局機場運行執行總監吳自淇（右）接受教育局代表頒贈的紀念品。

航空知識教育

香港國際機場繼續與學術界保持溝通，於4月接待超過300名來自六家本地中學的學生到訪，讓他們了解機場的運作、環保措施及未來發展計劃。於4月17日，機場亦接待了十名來自荷蘭

烏得勒支大學科技及創新管理課程的本科生，並向他們介紹機管局在第三條跑道系統發展計劃中，建議採用的「深層水泥拌合」填海法創新技術，以及機場中場範圍發展計劃的環保措施。此外，他們亦參觀了行李處理大堂，認識行李處理系統所採用的無線射頻識別系統。此外，在教育局的安排下，33名旅遊與款待課

程的中學教師於5月2日到訪機場，藉此增進對機場運作及最新發展的認識，以輔助教學。另外，機場運行執行總監吳自淇最近亦於教育

局主辦的一項活動中發表題目為「航空面面觀：連接香港及世界的門戶」的演講。

z AA’s Deputy Director, Projects Kevin Poole (fourth from left) and General Manager, Corporate Development Ivy Chan (second from right) meet the students from Utrecht University.

機管局建築工程副總監潘嘉宏（左四）及企業發展總經理陳潘婉雯（右二）與來自荷蘭烏得勒支大學的學生會面。

7

Hong Kong International Airport (HKIA) is equipped with the Airport Lightning Warning System. An Amber Lightning Warning is issued when lightning is detected within a five-kilometre radius from the airport island and intense radar echo within 15 kilometres from the island, and all non-essential activities in open areas will be suspended. Meanwhile, a Red Lightning Warning is issued when lightning is detected within a one-kilometre domain surrounding the airport island. When the Red Lightning Warning is hoisted, all ramp activities will stop immediately.

香港國際機場設有機場閃電警告系統。當系統探測到機場島五公里範圍內有雷擊，並在機場島15公里範圍內出現強烈的雷達回波，便會發出黃色閃電警告信號（稱為「黃閃」），機場員工必須停止一切非必要的戶外活動。如系統探測到機場島周圍一公里範圍內有雷擊，便會發出紅色閃電警告信號（稱為「紅閃」），屆時停機坪所有活動須立即停止。

AMBER / RED LIGHTNING WARNING

SIGNALS「黃閃」/「紅閃」

SPREADING THE COMMUNITY SPIRITAirport Authority (AA) Staff Club was awarded the “Corporate Volunteer Award” from The Neighbourhood Advice-Action Council (NAAC) for its continued efforts and contribution to the community.

Throughout the years, the AA has been actively engaged in community works by organising and participating in neighbourhood charity events. In March, the AA and NAAC co-hosted a successful spring dinner for the elderly living in Tung Chung which was enjoyed enormously by the participants.

關懷社區

機管局職員康樂會獲鄰舍輔導會頒發「企業義工嘉許狀」，表揚我們不斷努力，為社區作出貢獻。多年來，機管局致力舉辦及參與各項鄰舍慈善活動，積極關注社區事務。機管局於3月與鄰舍輔導會

攜手合作，為東涌長者舉辦春茗晚宴，參加者當晚都樂在其中。

RED CARPET FOR BUDDHIST RELIC HKIA welcomed the arrival of the Buddha’s parietal-bone relic in Hong Kong with a solemn religious ceremony held at the apron on 25 April. The relic, the only parietal-bone of the Sakyamuni Buddha in existence, went on display at Hong Kong Coliseum for a 6-day public worship, coinciding with “The Third World Buddhist Forum” held on 26 and 27 April.

This marks the first time the Buddha’s parietal-bone relic has been moved outside mainland China for public worship. Other relics of the Sakyamuni Buddha have only been venerated twice in Hong Kong previously. Throughout the years, HKIA has displayed its full support of significant religious events across all faiths.

恭迎佛骨舍利

香港國際機場於4月25日迎接佛頂骨舍利抵港，停機坪上舉行了隆重莊嚴的宗教儀式。這枚舍利是現存的唯一釋迦牟尼佛頂骨舍利。為配合於4月26日及27日舉辦的「第三屆世界佛教論壇」，佛頂骨舍利在香港體育館展出六天，供公眾瞻禮。這是佛頂骨舍利首次在內地以外地區供信眾參拜，釋迦牟尼其他

部位的佛舍利過去只曾兩次來港供奉。多年來，機場一直全力支持不同宗教所舉辦的重大活動。

NEWS & EVENTS|

8

MONTHLY SAFETY PERFORMANCE

每月安全表現

INJURY RATE 受傷比率(per million passengers每百萬旅客)

2月 FEB 3月 MAR

MONTHLY THROUGHPUT每月客貨運量

PASSENGER TRAFFIC客運量(‘000 passengers 千人次)

CARGO TRAFFIC貨運量(‘000 tonnes 千公噸)

PLANTING A GREENER TOMORROWAA staff helped to create a greener future by participating in the Tree-Planting Challenge 2012 on 22 April. With a sponsorship of HK$40,000 from the AA, two teams of participants completed a 13-kilometre hiking course from Tam Lam Country Park, planting 30 seedlings each along the way.

Organised by Friends of the Earth, the theme for this year’s challenge was “Plant a Wish for a Better Climate”. By encouraging interaction with nature, the event aimed to promote a low carbon lifestyle among the participants.

栽種綠色明天

機管局員工參與於4月22日舉行的「綠野先鋒2012」，為建設綠色未來出一分力。機管局以40 000港元贊助兩支隊伍參賽，從大欖郊野公園出發，完成13公里的遠足路程，各隊沿途種植30株樹苗。由地球之友舉辦的「綠野先鋒」活動，今年以「種出綠色大氣候」為主

題，藉着鼓勵參加者與大自然互動接觸，宣揚低碳生活。

AA LAUNCHES AIR POLLUTION INDEX ON WEBSITEThe real-time air pollution index (API) for different locations on the airport island and Lung Kwu Chau is now shown on the HKIA website. The AA has had three air quality monitoring stations in place at HKIA and Lung Kwu Chau for many years. They were set up to collect air quality data to help analyse the impact of airport emissions on local air quality. The information on the website shows not only the current API levels, but also provides records of API levels over the past 24 hours, as well as showing air pollutant concentration quantities and meteorological statistics.

機管局網站提供空氣污染指數資料

現在只要登入香港國際機場網站，即可查閱機場島及龍鼓洲不同位置的實時空氣污染指數。多年來，機管局在機場及龍鼓洲設有三個空氣質素監測站，以收集空氣質素數據，從而了解機場排放量對區內空氣質素造成的影響。除了現時空氣污染指數外，網站亦提供過去24小時的空氣污染指數、空氣污染物濃度及氣象數據等資料。

0 1000 2000 3000 4000 5000

4,631

4,24703/2011

03/2012

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369

368

03/2011

03/2012

GOLDEN ACHIEVEMENTHKIA added another green feather to its cap as it was recognised by the Airports Council International (ACI) Asia-Pacific in its Green Airports Recognition initiative. The airport received the Distinguished Achievement in Gold award for its outstanding environmental achievements.

The Green Airports Recognition aims to promote environmental best practices to minimise the aviation industry’s impact on the environment and commend the environmental projects of ACI Asia-Pacific airports.

金獎殊榮

在國際機場協會亞太區分會舉辦的「環保機場嘉許計劃」中，香港國際機場獲頒卓越成就金獎，於環保方面的傑出表現再次獲得肯定。「環保機場嘉許計劃」旨在推動最佳的環保措施，以盡量減少航空業對環境造成的影

響，並表揚國際機場協會亞太區會員機場的環保項目。

www.hongkongairport.com/eng/csr/environmental-management/air-quality/

current-api.html

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5.85 6.21

GOING GREEN| 關注環保

9

ABOVE AND BEYOND優質服務　 多走一步Five Customer Service Excellence Programme (CSEP) awardees share their heart-warming stories with HKIA News on how they went above and beyond their scope of responsibilities to exemplify the world-renowned customer service reputation of Hong Kong International Airport (HKIA).

在今期《翱翔天地》，優質顧客服務計劃的五名得獎者分享了盡心服務的故事，看看他們如何在履行職責之餘，樂意多

走一步，體現香

CHAN KA-YU 陳嘉裕Immigration Officer 入境事務主任Airport Division, Immigration Department 入境事務處機場管制科

ANGEL CHOI 蔡安琪Sales Associate 營業員Nuance-Watson (HK) Ltd. – Pal Zileri

A Russian traveller who

spoke little English approached the

visitor service centre in need of assistance in

travelling to mainland China. Using her tablet’s translation tool, Wandy showed the visitor the way to Hung Hom Station and to Guangzhou. She also did not hesitate to translate English phrases into Chinese to minimise any communication barrier he might experience in mainland China.

Wandy then learnt the visitor would return to Hong Kong. She provided information on accommodation and suggested Russian-language publications for sightseeing, shopping and dining. Wandy went a step further by accompanying the traveller to the Plaza Premium Lounge counter to secure a place to rest at HKIA before flying back to Russia.

Wandy believes that to serve customers

effectively, you have to put yourself in the customers’ shoes, think from their point of view and fully understand their needs. In doing so, customer service has changed Wandy’s personality and made her a more helpful person, committed to assisting people even beyond her working hours.

一名不諳英語的俄羅斯旅客來到旅客服務中心，需要協助以前往內地。於是，易韻婷利用平板電腦的翻譯功能，指引這名旅客前往紅磡車站，然後轉車往廣州的路徑。她也毫不猶豫地將一些英文用語譯成中文，希望盡量減少旅客在內地可能遇到的溝通障礙。隨後來，易韻婷得悉這名旅客會返回香港，

便為他提供住宿資料，還介紹有關觀光、購物及飲食的俄語書籍，並且主動帶同這名旅客到環亞機場貴賓室的服務櫃檯，讓他在登機飛返俄羅斯前，在機場找到可以休息的地方。易韻婷認為要提供有效的顧客服務，必須設

身處地為顧客着想，以全面了解他們的需要。顧客服務工作令易韻婷變得更樂於助人，即使在公餘時間，她也會盡力幫助別人。

Angel exemplified HKIA’s outstanding customer service when a European

couple visited the Pal Zileri boutique with their

five year-old daughter. As the parents were selecting a

leather jacket, the little girl waited while clutching a small rabbit doll with a sad expression on her face. Angel approached the girl to ask what was wrong. “My rabbit is hurt”, the girl said, fetching the rabbit’s tail from her pocket.

Realising the rabbit doll was very important to the girl, Angel offered to patch up the tail. While Angel was sewing, she also discovered one of the rabbit eyes was missing while the other had nearly fallen off. To surprise the girl even more, Angel made every effort to replace the eyes with buttons from the store.

The parents were impressed with Angel’s initiative and passion to go above and beyond her duties to meet the customers’ needs, even before a sales transaction was made. An extra step, no matter how small, can really make a big difference.

蔡安琪為香港國際機場的優質顧客服務樹立了典範。有一天，一對歐洲夫婦帶着五歲的女兒走進Pal Zileri店鋪。兩夫婦在選購皮外衣，而小女孩則站在一旁等候，拿着兔子玩偶，並面露傷心表情，於是蔡安琪便上前慰問女孩發生了甚麼事情。「我的兔子受傷了。」女孩邊說着，邊從口袋裏拿出兔子的尾巴。蔡安琪知道這個兔子玩偶對小女孩非常重要，便提議為玩偶縫合尾巴。她在縫補玩偶時，發現小兔子的其中一隻眼睛不見了，另一隻也快要脫落。為了給女孩帶來更大驚喜，她在店內努力尋找合適的鈕扣，替兔子玩偶縫補眼睛。蔡安琪在履行職責之餘，願意多走一步，顧

客還沒有購買貨物，她已主動熱心地滿足他們的需要，令小女孩的父母非常感動，由此印證小小一步確能帶來無限驚喜。

During a busy evening at the airport, a Japanese passenger approached Chan Ka Yu indicating he would like to sign up for the Immigration Department’s Frequent Visitor e-Channel. However, the enrolment booth had already closed.

To provide quality customer service and enable the passenger to enjoy a more convenient immigration clearance experience, Ka Yu explained the situation and enrolment requirements in detail. He then went beyond the scope of his duties and led the passenger to the enrolment booth, restarting the system to help the passenger complete the required enrolment procedure.

WANDY YIK 易韻婷 Officer, Visitor Services 助理主任Hong Kong Tourism Board 香港旅遊發展局

FEATURES| 專題故事

10

ADRIAN LO 盧振宇 Passenger Services Officer 櫃檯服務主任Jardine Airport Services Limited 怡中機場地勤服務有限公司

PHOENIX LO 盧樂婷 Passenger Services Officer (Passenger Services – Airside) 旅客服務主任（旅客服務組－機場禁區組）Hong Kong Airport Services Ltd. 香港機場地勤服務有限公司

A flight arriving from

Changsha landed at the

North Satellite Concourse where

Phoenix was assigned to assist a group of misconnected passengers at the arrival gate. She was informed that some of the passengers were disgruntled, requesting for compensation on the spot.

Phoenix knew that the group of passengers, most of them elderly, had not received any food or drink on the aircraft. She took the initiative to list down what

they wanted to eat individually and swiftly returned with their food and drinks. Her actions gradually calmed down the passengers.

Phoenix then made the necessary flight and accommodation arrangements, and her positive working attitude helped turn angry faces into smiles. “There are lots of ad-hoc and emergency incidents at the airport, along with a wide range of problems raised by passengers from all over the world. It has been a tremendous training experience for me as I have learned how to turn a problematic situation around in a short period of time,” she explains.

一班由長沙抵港的航機降落北衞星客運廊後，盧樂婷被派往該抵港閘口，協助一批未能趕及轉機的乘客。當時她已獲知會，部分乘客甚為不滿，要求當場獲得賠償。在言談間，盧樂婷得悉這批乘客在機上

未獲提供食物及水，而且大部分乘客都是長者，便主動記下每位乘客的要求，並迅速購買食物帶回轉機區，她的殷勤服務令乘客的情緒漸漸平伏過來。接着，盧樂婷幫忙作出所需的航班和住宿

安排，她主動積極的工作態度，令一群憤怒的乘客臉上重現笑容。她說：「在機場很多時會遇到突發的緊急事故，也要為來自世界各地的旅客處理各種問題，讓我學到如何在短時間內解決困難，實在獲益良多。」

Last year, a passenger misread

his boarding pass which caused him to

miss his British Airways flight to London. While panicking about what to do, he bumped into Adrian who had just finished work. After being briefed on the passenger’s situation, Adrian immediately contacted the help desk to check flight information without hesitation. He then accompanied the passenger to Cathay Pacific’s flight desk to talk to the responsible agent. In just a short while, Adrian handed the passenger a new boarding pass for a later Cathay Pacific flight, saving the passenger from staying overnight at the airport.

Adrian went above and beyond his responsibilities to resolve the passenger’s problem, even sacrificing his leisure time to help. It not only showed his outstanding commitment and heart for empathy in serving airport passengers, but also demonstrated the close cooperation between different airlines and their aim to provide the best service for all passengers.

去年，一名旅客錯誤理解登機證資料，因而未能趕及登上前往倫敦的英國航空航班。當這名旅客驚惶失措之際，剛好遇到盧振宇。雖然盧振宇正值下班，但當他得悉旅客的情況後，便立即幫忙致電熱線中心，查詢航班資料，然後陪同這名乘客前往國泰櫃檯與當值人員溝通，瞬間便為旅客補發登機證，讓他可以登上其後的國泰航班，而不用在機場留宿。盧振宇樂意多走一步，甚至犧牲私人時間，

幫助旅客解決困難。這不單顯示盧振宇全心全意為機場旅客提供服務，更彰顯出航空公司之間的緊密合作，致力為旅客提供最佳的服務。

In the end, Ka Yu demonstrated his commitment to delivering exceptional service through his thoughtfulness and concern for passengers at HKIA.

在機場繁忙的一晚，一名日本旅客向陳嘉裕表示，希望登記使用入境處設置的訪港常客

e-道，可是登記櫃檯的辦公時間已經結束。為提供優質旅客服務，讓旅客享受更方

便快捷的出入境體驗，陳嘉裕便向這名旅客解釋情況及登記細則，在履行職責之餘，更親自帶領旅客前往登記櫃檯，重新開啓系統，幫助這名旅客辦理所需登記手續。陳嘉裕為機場旅客設想周到，樂意提供

非凡服務。

11

Brain Teaser of the Month 細心想，贏獎賞！Put your keen observation skills to the test and stand a chance to win a cash coupon worth HK$100 to spend at Terminal 1 and 2.

Send your answers to [email protected] on or before 30 May 2012. Five winners will be selected to receive the prize.請於2012年5月30日或以前，將正確答案發送至[email protected]，五名幸運兒將有機會獲獎。

(A) 81,000 pieces 枚

Question Answer of issue 050

A) 3 km 公里公公

B) 5 km 公里

C) 7 km 公里

問題第50期答案

Have a great idea for HKIA News?Contact us via [email protected] tell us what you’re thinking.

若你對《翱翔天地》有任何意見， 歡迎隨時與我們聯絡，電郵地址為[email protected]

HKIA News is published by Airport AuthorityHong Kong. All rights reserved. This publicationmay not be sold. No part of this publication may beotherwise reproduced, adapted, performed in publicor transmitted in any form by any process without theprior authorisation of Airport Authority Hong Kong.© Airport Authority Hong Kong 2012

HKIA Tower, 1 Sky Plaza Road,Hong Kong International AirportLantau, HONG KONG香港大嶼山香港國際機場

翔天路一號機場行政大樓

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Printed on recycled paper

《翱翔天地》由香港機場管理局印

製並保留一切版權。本刊物為非賣

品。未經香港機場管理局授權不得

複製、使用、向公眾以任何方式展

示或傳播刊物內任何內容。

©香港機場管理局2012

How many kilometres away from the airport island is the lightning detected when an Amber Lightning Warning is issued?當發出黃色閃電警告信號時，代表在機場島多少公里範圍內探測到雷擊？

發揮你敏銳的觀察力，即有機會贏取100港元現金劵，讓你在一號及二號客運大樓消費。

WINNERS OF ISSUE 050 50Esther Chan 陳惠萍

Janice Chan 陳倩盈

Sindy Hung 洪嘉明

Tommy Lam 林集成

Calvin Lau 劉力行

LIGHTS OUT FOR EARTH HOUR 2012The Airport Authority (AA) supported Earth Hour 2012 by switching off all non-essential lighting from 8:30pm to 9:30pm at the HKIA Tower, the Airport World Trade Centre, and the façade lights at Terminal 2 on 31 March. It also encouraged its staff to extend this electricity-saving mindset further by applying the same principle at home.

Launched by the WWF in 2005, the Earth Hour campaign was initiated to raise awareness on the importance of saving electricity for a sustainable future.

為「地球一小時2012」關燈

機場管理局響應「地球一小時2012」活動，於3月31日晚上8時30分至9時30分，關掉機場行政大樓及機場世貿中心所有非必要的照明，以及二號客運大樓的外牆燈光，並鼓勵機管局員工在家中支持這項行動，藉此宣揚節約用電的精神。世界自然基金會於2005年發起「地球一小時」活動，目的

是提高大眾節約用電的意識，共創可持續發展未來。

CARBON MANAGEMENT KNOW-HOW

Emphasising the importance of climate change and carbon management in the environment, the AA organised a series of carbon training workshops for staff of the airport community to enhance their knowledge on these environmental issues on 26 March.

Leading Hong Kong experts shared informative presentations to over 70 attendees, covering climate change’s impact on the aviation sector and carbon audit procedures. They also provided practical carbon reduction measures in both the work and home environment. Furthermore, carbon management case studies on Hong Kong International Airport’s (HKIA) approach and those of other international airports were examined by the participants.

碳管理知多少

機管局於3月26日舉辦了一系列碳管理培訓工作坊，講解氣候變化和碳管理等問題對環境的重要性，從而加深機場同業對這些環境問題的認識。本地頂尖專家向超過70名參加者，講解氣候變化對航空業的影響及碳審計

程序，還分享了實用的辦公室和家居減碳措施，內容充實。此外，參加者亦就香港國際機場及其他國際機場的碳管理措施，進行了個案研究。

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