MTR Airport Express Line

“Customer-centric” is the cornerstone of Airport Express (AEL). AEL keeps improving the total travel experience and creates values to meet or even go beyond customers’ expectation to achieve service excellence. Customer Service Vision (CSV) was introduced to reinforce the AEL culture with customer-focused initiatives to provide a series of new, premium and value-added services.

CSV is being delivered in 3 dimensions, Facilities, People and Processes. With the effort of every colleagues and cooperation with stakeholders, new initiatives including better station, train and passenger information dissemination facilities, service enhancement training to staff and more effective interactions with customers were implemented. Result of customer surveys revealed the satisfaction level and feedbacks of customers, which helped engaging customers and arose other enhancement opportunities. To provide the best response to these findings, dedicated teams of expert were formed to closely follow the cases. Responsibilities of the teams are well defined so as to ensure a high quality outcome.

Together with the strengthened management and response mechanism to train service performance and disruptions, an all rounded “Customer-centric” service is available to delight AEL customers.