Incheon Airport Achieves Triple Crown in ACI Service Evaluations
On September 10, Incheon International Airport Corporation announced that it had been awarded the Level 5 (the highest level) Customer Experience Accreditation for the fourth consecutive year at the 7th Airport Experience Summit, hosted by Airports Council International (ACI) in Guangzhou, China. Incheon International Airport was the only airport in the world to achieve this distinction. Since becoming the first airport globally to receive Level 5 Customer Experience Accreditation in 2022, it has successfully renewed its accreditation each year.
Additionally, the airport achieved a triple crown by winning the Airport Service Quality (ASQ) "Airport of the Year" award and becoming the first airport to obtain Level 1 certification in the Accessibility Accreditation Program for passengers with reduced mobility.
The reaccreditation review process highly evaluated the airport’s digital innovation throughout the entire customer journey, the customer experience (CX) collaboration ecosystem based on stakeholder engagement, and the application of advanced customer understanding techniques such as customer-centric service design, persona development, and customer journey mapping.
The successful reaccreditation was attributed to proactive responses to the surge in passenger demand following the COVID-19 pandemic, including the establishment of a dedicated Smart Pass departure hall, expansion of self bag drop (facial recognition immigration services) and Easy Drop (city baggage drop-off services), and real-time guidance on waiting times at each departure hall.
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Lee Hakjae, President of Incheon International Airport Corporation, stated, "Achieving the world's top ranking for consecutive years and obtaining accessibility certification for passengers with reduced mobility is a result of the collective efforts of all airport staff, resident organizations, and subsidiaries. Going forward, we will continue to focus on operational efficiency through digital technology and enhancing passenger convenience, presenting a model of airport service that is accessible and convenient for everyone."
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