Cathay Pacific Marks 80 Years With Service at Heart
Cathay Pacific celebrates 80 years of operations by highlighting the dedication of ground staff like Puay Wanpen Prapibumi, who has spent over 35 years ensuring smooth airport experiences for millions of passengers. While technology has tra
Behind every smooth flight are dedicated staff caring for passengers at every step of their journey. As technology transforms the world, Cathay Pacific's commitment to service has remained unchanged.
When people think of air travel, they often picture pilots flying aircraft into the sky or flight attendants caring for passengers throughout the journey. In reality, the passenger experience begins the moment they step into the airport, where figures like Puay Wanpen Prapibumi, a Duty Airport Operations Manager for Cathay Pacific, play a vital role. Having worked in ground operations for over 35 years, she has been the driving force behind smooth travel for millions of passengers.
On the occasion of Cathay Pacific's 80th anniversary, the airline invites everyone to look behind the scenes of airport operations through the experiences of someone who has been there for more than three decades.
From handwritten tickets to travel at your fingertips
Travel in the past differed from today in almost every way. Passengers had to visit airline offices or travel agencies to book tickets. Tickets were handwritten documents, and each route change required significant time and care.
"I once had a passenger with a round-the-world ticket covering five continents and 18 flights who requested a route change when arriving in Bangkok," Puay recalled. "We had to rewrite all tickets by hand, using five complete ticket sets. By the time we finished, we were almost out of time before the check-in counter closed. It was incredibly stressful, but I had to stay focused and ensure everything was correct."
Today, passengers can book tickets, select seats, check in, and pay through their mobile phones in minutes. Technology has made travel far more convenient, yet the experiences from an era when everything depended on people remain valuable memories.
Passengers change, but one thing never does
Throughout her career, Puay has witnessed clear changes in traveler behavior. Previously, passengers prioritized safety and punctuality. If the flight departed and arrived on time, the journey was considered perfect.
Now, passenger expectations have expanded far beyond that. They want quick booking processes, fast check-in, comfortable seats, diverse meals, onboard internet, lounges, and personalized services tailored to individual needs.
Modern travelers also value convenient digital payment options, real-time information updates, and social media reviews that now influence decisions more than brand reputation did in the past.
"But no matter how the world changes, one thing passengers still value is warm, genuine, and attentive service," Puay said.
For someone who works closely with passengers like Puay, this care manifests in small details: noticing when passengers need help, providing clear information, and listening when passengers are worried about unexpected situations.
Technology changes everything except the heart of service
Technology enables passengers to do everything with a fingertip, while behind the scenes at Cathay Pacific, digital systems help staff work faster and more accurately, reducing errors and better managing various situations. Yet this efficiency would mean nothing without the human touch that defines the airline's service philosophy.
