In 2023, as part of COVID-19 recovery following the relaxation of the Government's travel restrictions, the Airport Authority announced a "World of Winners" campaign.

[4] In March 2013 an airline passenger witnessed a suspected theft in the baggage reclaim hall of Chek Lap Kok Airport.

The report noted that the AAHK training material instructs staff to answer enquiries about CCTV with the response, "CCTVs are used for real time surveillance only", which is a lie.

The Ombudsman alleged that "AA’s statement that the staff concerned were not honest was therefore grossly unfair" and that "we consider knowingly constructing a standard response which contains false information totally unacceptable."

The Ombudsman considered the complaint against AAHK substantiated and recommended the authority review its CCTV policies and procedures and provide customer service training that "would not compromise the honesty and transparency of AA.