Incheon International Airport, Seoul, has achieved a remarkable feat by being the first and only airport globally to secure the highest level of passenger experience accreditation for three consecutive years.
The prestigious accreditation was awarded during the Airports Council International (ACI) Customer Experience Global Summit held in Atlanta, Georgia, where the airport operator made the announcement.
Launched in 2019, ACI’s customer experience accreditation program evaluates customer experience management and service innovations at airports to enhance the overall passenger experience.
In 2022, Incheon Airport attained level 5 in the five-tier system for its exceptional customer service and systematic operations handling in response to the rising demand for air travel. The accreditation, valid for 12 months, has been successfully renewed by the airport for three consecutive years, showcasing its commitment to excellence.
In addition to the customer experience accolades, the airport also received the Best Airport and Most Enjoyable Airport awards this year, further solidifying its position as a global leader in airport service quality.
Incheon International Airport’s President and CEO, Lee Hag-jae, attributed the airport’s success to the dedication of its 85,000-strong workforce and emphasized plans to focus on digital airport innovation in 2024 to enhance operational efficiency and passenger convenience.
The airport’s innovative initiatives, such as the introduction of a biometric identification system using facial recognition technology, aim to streamline passenger processes and reduce stress levels.
In the past, Incheon Airport held the top spot in the Airport Service Quality (ASQ) rankings for 12 consecutive years from 2005 to 2016, a record that remains unbroken to date, highlighting its longstanding commitment to service excellence and passenger satisfaction.
