Mentors (MEMSI 2025)
Janice Tsao
Manager, Passenger Experience, Terminal and Passenger Experience Department, Airport Authority Hong Kong
With extensive experience in managing frontline operations, customer services, and project implementation at Hong Kong International Airport, Janice was appointed in 2020 as the dedicated lead responsible for overseeing and enhancing the standards of facilities and services for passengers with special needs. Through knowledge sharing from various sectors, including NGOs and other airports, she is eager to gain valuable insights not only from industry partners, but also from external parties to help create and share strategies for a more inclusive travel environment at HKIA.
Teresa Cheung
Assistant Manager, Passenger Experience, Terminal and Passenger Experience Department, Airport Authority of Hong Kong
Teresa joined the Airport Authority in Mar 2024 as Assistant Manager, Passenger Experience in Terminal & Passenger Experience Department. With over 10 years of experience in the aviation industry, she specializes in Customer Journey Mapping and Improvement, focusing on enhancing the overall passenger experience at Hong Kong International Airport (HKIA). Currently, Teresa is responsible for few service contracts, including the Lost and Found office and services for Passengers with Reduced Mobility (PRM).
James Wong
Manager, Operations, ALLWAYS
James oversees operations, customer engagement, quality standards, brand attributes, and innovation and technology at ALLWAYS by Plaza Premium Group.
Starting his career in 2015 on Airport Island, James has amassed extensive experience across various sectors, including airlines, airport authority, and the cargo field.
With a robust background in frontline operations, planning, and management, he excels in operation analysis & planning and has developed significant cross-functional expertise in airport operations.
Aiden Chu
Duty Manager, ALLWAYS
Aiden is a dedicated Customer Service Manager at ALLWAYS, having joined the company in 2022. With a strong commitment to inclusivity, he leads the wheelchair team, ensuring that all customers receive exceptional support and assistance. His leadership style fosters collaboration and empowers team members to excel in their roles. Aiden’s passion for customer service and his focus on accessibility have made a significant impact on the company’s reputation.