Korean Air Ranks No.1 in Global Customer Satisfaction for 18 Consecutive Years

[Asia Economy Reporter Hyunseok Yoo] Korean Air has been honored as the global customer satisfaction leader for 18 consecutive years.

Korean Air announced on the 8th that it ranked first in the air passenger transportation service category at the ‘2022 Global Customer Satisfaction Excellence Awards’ hosted by the Global Management Association (GMA) held on June 23.

The ‘Global Customer Satisfaction’ hosted by the Global Management Association evaluates customer quality satisfaction, global capabilities, and customer loyalty to select the best companies in each category annually.

Korean Air has maintained its top position in the air passenger transportation service category for a long time since 2005, recognized for its efforts to enhance customer service.

After COVID-19, Korean Air focused on quarantine and safety, thoroughly implementing in-flight disinfection, promoting contactless check-in, maintaining distance between passengers, and strengthening hygiene of in-flight meals to ensure safe air travel for customers.

Currently, with the stabilization of COVID-19, in-flight services have been normalized. In particular, besides Korean Air’s representative Korean dish Bibimbap, new Korean dishes such as Bulgogi Mukbap and Buckwheat Bibim Noodles are introduced seasonally, and desserts and beverages are diversified, offering upgraded and varied services compared to before COVID-19.

Efforts to improve customer convenience through IT investment and innovation continue. Korean Air was the first airline worldwide to introduce the e-DOC system, applying full digitalization to documents that customers must fill out themselves.

The lounge automation system has simplified customer entry procedures. Additionally, services such as ‘Baggage Loading Notification,’ which informs passengers whether their luggage has been loaded onto the aircraft at boarding, and chatbot services that allow inquiries via smartphones are provided.

Korean Air is also actively engaged in ESG management. It continues to replace its fleet with eco-friendly, high-efficiency aircraft. It is the first in the domestic industry to introduce sustainable aviation fuel, which reduces greenhouse gases by up to 80% compared to conventional jet fuel, proactively responding to carbon reduction and climate change.

Meanwhile, Korean Air has been recognized for its efforts to improve the quality of customer service by being selected as ‘Airline of the Year,’ known as the Oscar of the aviation industry, by Air Transport World in the United States. Recently, it received the highest ratings in all categories, including user satisfaction, punctuality, and safety, in the ‘2021 Ministry of Land, Infrastructure and Transport Aviation Traffic Service Evaluation’ by the Ministry of Land, Infrastructure and Transport.

Korean Air plans to continue various efforts to strengthen customer service to firmly establish itself as a leading global airline in the post-COVID-19 era.

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