Agree about the fantastic report. In past years Pen was airside (or at least rep wore a Pen uniform), both meeting at the gate and retrieving luggage from baggage claim prior to customs. It sounds like this has now been outsourced to a "meet and greet" service available to anyone for a fee. Not sure that would degrade the service level in the slightest as the airport/authorities control most of what happens airside. Otherwise the service is typical Pen HKG ... very efficient, thorough and under-stated. Perhaps that can be called a lack of warmth, I think it stems from a respect for guest privacy.