Incheon Airport Receives World's First '5-Star Airport Certification' for 3 Consecutive Years

ACI Customer Experience Certification Level 5 Achieved for 3 Consecutive Years
Also Received ASQ Airport of the Year Award
World's First Dual Achievement in Customer and Operations
Incheon Airport Established as Global Standard for Service

Lee Hak-jae (fourth from the left), President of Incheon International Airport Corporation, attended the 6th ACI Customer Experience Global Summit held at the Oceans Ballroom of the Georgia Aquarium in Atlanta, USA, on the 25th local time, and posed for a commemorative photo after receiving the Level 5 Customer Experience Certification plaque. On this day, Incheon Airport achieved the distinction of being the first airport in the world to receive the Level 5 (highest level) Customer Experience Certification for three consecutive years, and also won the ASQ (Airport Service Quality) awards for 'Best Airport of the Year' and 'Most Enjoyable Airport.' From the left: Rudy Danielo, Vice President of Airport Operations at Amadeus; Kwon Hyuk-jin, Director of Seoul Regional Aviation Administration; Jang Ki-ho, Chairman of the Incheon International Airport Corporation Labor Union; Lee Hak-jae, President of Incheon International Airport Corporation; Jang Sung-hwan, Chairman of the Board and Non-executive Director of Incheon International Airport Corporation; Kim Jong-min, Director of Incheon Airport Immigration Office; Noh Sung-jae, Branch Manager of Korean Air Incheon Airport; Justin Elbach, Secretary General of ACI. Photo by Airport Photographers Group

Incheon International Airport became the first airport in the world to achieve the highest level of customer experience certification for three consecutive years. Along with this, it also won the 'Airport of the Year' award, recognizing its excellent capabilities across all areas, from direct airport usage to customer journey consideration, flow design, and digital services.

The world's first to achieve both customer experience and airport operation excellence

On the 25th (local time), Incheon International Airport Corporation announced at the 6th Customer Experience Global Summit held by the Airports Council International (ACI) in Atlanta, USA, that it had obtained the 5-level customer experience certification. Since introducing the customer experience certification system in 2019, Incheon Airport Corporation is the first to have received the 5-level certification for three consecutive years.

ACI's customer experience certification consists of levels 1 to 5. The higher the certification level, the more sophisticated the customer experience management system is, and the higher the quality of customer service provided throughout airport operations. Compared to the standards used by the Ministry of Culture, Sports and Tourism for evaluating hotels, a level 5 certification corresponds to a '5-star' airport.

The corporation cited the following as reasons for the award: ▲ understanding the changing service paradigm ▲ advancing customer understanding techniques such as customer journey mapping ▲ customer experience-centered service design ▲ customer experience improvement programs involving all airport stakeholders ▲ strengthening networks among related organizations within the airport.

In addition, it achieved recognition as the world's best airport. It won the 'Airport of the Year' award at the Airport Service Quality (ASQ) evaluation conducted by ACI. It also received the 'Most Enjoyable Airport' award.

ASQ, organized by ACI and involving over 340 airports worldwide, is conducted through one-on-one interview surveys with airport users from various countries. Incheon Airport held the top position from 2005 to 2016, setting a record, but did not participate in ASQ from 2017 due to preparations for the opening of Terminal 2. Upon rejoining at ACI's request last year, it immediately reclaimed the number one spot.

Incheon Airport as the global standard for airport service

Incheon Airport is the only airport to achieve such results in both customer and airport operation evaluations. Incheon International Airport Corporation explained, "It is unique worldwide that Incheon Airport has ranked first in both evaluation systems hosted by ACI, overcoming rigorous assessments and fierce competition. The phrase 'number one service airport' often follows mentions of Incheon Airport, as its customer service has established itself as an international brand."

Going forward, Incheon Airport plans to share this expertise with airports worldwide. Incheon Airport and ACI are already jointly developing the world's first global training program in airport customer experience. From next year, airports worldwide must complete this 'Incheon Airport-ACI Customer Experience (CX) Training Program' to receive level 4 or 5 customer experience certification. This indicates that Incheon Airport's customer experience system has become the global standard for excellent customer management at airports.

Lee Hak-jae, President of Incheon International Airport Corporation, said in his acceptance speech, "Receiving the world's number one evaluation in both major airport service assessments?the customer experience certification and ASQ?is thanks to the continuous service innovation efforts of the 85,000-strong airport family, including Incheon Airport employees, resident organizations, and subsidiaries. We will make this year the first year of digital airport innovation by further advancing digital customer experience."