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*It has been translated using AI
Incheon International Airport, which ranked No. 1 in the world for international passengers in the first half of this year for the first time in 25 years, received the highest rating for five consecutive years in customer experience evaluation. Incheon International Airport is the only airport in the world that has maintained the highest rating for five consecutive years.
Incheon International Airport Corporation (CEO Kim Bum-ho) announced on the 2nd (local time) that it has obtained five-step certification of customer experience at the 8th Global Customer Experience Summit organized by the International Airport Council (ACI) at Chiraan Palace in Istanbul, Turkiye.
ACI, the world’s largest airport consultative body, has conducted airport service evaluation (ASQ) since 1993, and has been evaluating and awarding a five-step customer experience certification system every year since 2019.
The Customer Experience Certification System comprehensively evaluates all experiences and service levels at the airport from passengers’ departure to boarding the aircraft. Eight items, including customer understanding, strategy, and operation improvement, are certified from stages 1 to 5 through document and field evaluation, and the highest grade can be obtained only after strict screening criteria are passed step by step. It is called “management evaluation” in the service sector because of its diverse evaluation perspective rather than ASQ, which determines the world’s best by surveying airport service satisfaction.
Incheon International Airport Corporation, which became the ‘Honorary Hall of Fame’ at the suggestion of ACI after achieving the world’s first ASQ No. 1 for 12 consecutive years (2005-2016), has focused its entire capabilities on certifying customer experience, which is considered the pinnacle of airport service evaluation.
For the first time in 2022, we received the highest grade of 5 certification, following the 3rd stage of customer experience in 2020 and the 4th stage in 2021. It then maintained its status as a “five-star airport” by maintaining its highest rating for five consecutive years until this year.
ACI praised the fact that it used big data to analyze customer characteristics in depth and preemptively improved inconveniences based on customer journey. It also evaluated that it has achieved excellent results in areas such as innovation in customer experience using smart technologies such as artificial intelligence (AI).
Incheon International Airport Corporation has teamed up with more than 94,000 resident employees to run the Service Improvement Committee and the Customer Experience Innovation Department, reflecting customers’ voices on the site. Security checkpoints and family toilets exclusively for families with infants, pet gardens for companion passengers with dogs, psychological stability rooms, 365-day cultural and artistic performances, and free transfer tours linked to major tourist destinations in Korea were born like this.
The introduction of various smart services such as smart pass, a facial recognition departure service, and self-check-in robots, which were introduced for the first time in the world airport, also contributed to shortening the departure process time. This year’s five-step certification of customer experience is significant in that it was achieved while international passengers at Incheon International Airport ranked No. 1 in the world for the first time since its opening in 2001. This is because it broke the conventional wisdom that the service level decreases as the number of passengers increases.
In the first half of this year, Incheon International Airport ranked first in the world with 38.39 million international passengers, up 6.3 percent from the same period last year. This is the result of rapidly absorbing demand from major airports such as Dubai and Heathrow, which have been slowed down in the aftermath of the U.S.-Iran war. In July, the cumulative number of passengers exceeded 1 billion in 25 years and 3 months since the opening of the port. Munich Airport in Germany took 33 years and 10 months, Changi Airport in Singapore took 35 years and 5 months, and Narita Airport in Japan took 39 years and 2 months. Kim Beom-ho, acting president of Incheon International Airport Corporation, said, “Incheon Airport has been able to achieve the world’s No. 1 ranking in the international passenger and service sector thanks to government support, public support, and the hard work of resident employees,” adding, “We will implement a smart airport through continuous facility investment and lead service innovation to provide safer and more convenient services.”
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