Incheon Airport Achieves World's First ACI Customer Experience Certification Highest Grade

[Asia Economy Reporter Dongwoo Lee] Incheon International Airport Corporation announced on the 31st that it has become the first airport in the world to obtain the current highest level 4 certification in the 'Customer Experience Certification Program' organized by the Airport Council International (ACI).

Introduced by ACI in 2019, the Customer Experience Certification Program is a program that evaluates the quality management system of customer experience and service innovation activities of airports worldwide and certifies them step-by-step. It consists of a total of 5 levels. Incheon Airport is the first and only airport in the world to have obtained the highest level 4 certification.

A total of 44 airports worldwide participated in the Customer Experience Certification Program, including 14 airports in the Asia-Pacific region, 10 in Europe, and 14 in the Americas, including Incheon Airport. Incheon Airport achieved the world's first level 3 certification in March last year and has now also achieved level 4 certification first.

The evaluation criteria cover eight areas related to each airport's customer experience management activities: customer understanding, strategy, operational improvement, metric measurement, collaboration system, and service innovation. ACI evaluators conduct comprehensive assessments through document reviews and on-site verification. Due to the impact of the COVID-19 pandemic, this on-site verification was conducted via online video meetings.

In this evaluation, Incheon Airport was recognized for its efforts to provide service value that meets diverse customer needs and heightened expectations, based on world-class airport operation know-how that has achieved first place for 12 consecutive years in the ACI-led Airport Service Quality (ASQ) evaluation. As a result, it became the first airport in the world to obtain level 4 certification.

To this end, Incheon Airport has implemented a future-oriented customer journey management process, advanced a service monitoring environment centered on customer experience, and actively promoted new customer experience service strategy programs that provide differentiated customer experience innovation services.

Luis Felipe, Secretary General of ACI, said, “We are very pleased that Incheon Airport, one of the top service airports, has obtained level 4 certification in the Customer Experience Certification Program. Amid unprecedented challenges faced by the global aviation industry due to the pandemic, Incheon Airport continues to strive tirelessly for customer-centered services,” offering his congratulations.

Kim Kyung-wook, President of Incheon International Airport Corporation, said, “Going forward, Incheon Airport plans to strengthen its service competitiveness by boldly adopting advanced technologies based on innovative thinking across airport operations and providing passengers with new experiences and enjoyment.”

This content was produced with the assistance of AI translation services.