Korea Airports Corporation announced on the 24th that on the 21st, it declared 'Customer-Centered Management' at its headquarters in Gangseo-gu, Seoul, together with its three subsidiaries?KAC Airport Services, Southern Airport Services, and Aviation Security Partners?to maximize on-site airport efforts based on thorough customer-centric thinking.
In the declaration, the corporation and its three subsidiaries stated that they will lead the 'Era of Customer Experience' in line with the full-scale recovery trend of passenger traffic at airports nationwide by promoting service innovations that satisfy all five senses. They presented actionable tasks for each customer service touchpoint throughout airport use and travel journeys to provide new customer value and unprecedented experiences.
The main contents of the actionable tasks include ▲strengthening guidance on identity verification and security screening procedures and alleviating congestion in passenger terminals ▲continuous inspection of airport facility operations and expanded customer guidance ▲optimization of internal roads and parking lots ▲providing trend-tailored airport services. These were selected based on an analysis of customer complaints (VOC: Voice of Customer) received last year from airport users.
Additionally, the corporation plans to implement effective service improvement activities by appointing external experts to provide multidimensional advice in areas such as environment, cleaning, and air traffic, designing experiences that customers can tangibly feel.
Yoon Hyung-jung, President of Korea Airports Corporation (5th from the left), is seen taking a commemorative photo at the Customer-Centered Management Declaration Ceremony. Photo by Korea Airports Corporation
As part of its customer-centered management activities, the corporation is broadcasting ‘themed music’ such as happiness, memories, and emotion within terminals at airports nationwide. In collaboration with NHN Bugs, which operates the official Bugs playlist channel ‘Essential,’ a spring-themed airport playlist has been selected to add memorable emotions to passengers’ journeys.
Since last month, the security screening area at Gimpo Airport has been styled with a ‘Travel Excitement’ signature scent service that evokes images of gentle sunshine and soft breezes of spring, allowing customers waiting for screening to feel comfortable.
Starting this month, the 26th of every month has been designated as ‘Takeoff Day (26Day),’ an airport culture day offering various attractions and entertainment such as performances, experiential events, exhibitions, and other activities. A customer meeting place called the ‘Kiss And Cry (KAC) Zone’ has been created for welcoming arrivals and photo opportunities, with plans to gradually expand new airport-exclusive services that satisfy all five senses.
On the first Takeoff Day of this month, diverse events will be held nationwide, including music performances at Gimpo Airport, outdoor busking events at Jeju Airport, and airplane flying events at Gimhae Airport.
Furthermore, in June, the corporation will open the country’s first ‘Pet Center’ at Gimpo Airport, allowing 13 million pet owners to leave their pets at the airport and travel with peace of mind, gradually increasing differentiated, customer-tailored services.
Yoon Hyung-jung, President of Korea Airports Corporation, said, “Airports are places where the beginning and end of a journey happen simultaneously, creating spaces filled with anticipation, excitement, and memories. We will strive to provide the best services that airport users can truly experience.”
© The Asia Business Daily(www.asiae.co.kr). All rights reserved.
