Incheon International Airport earned the highest ratings in the Aviation Council International’s service evaluation three years in row.
At the sixth Customer Experience Global Summit held in Atlanta on Sept. 25, Incheon Airport became the world’s first airport to receive the “five-star airport certificate”, the highest level of recognition in global customer experience, for the third consecutive year.
During the event, Incheon Airport was also awarded with the Airport Service Quality “Best Airport” award and the “Most Enjoyable Airport” award in global airport service evaluation, rising to triple crown honor.
The ACI introduced the customer experience certification program in April 2019.
The body evaluates airports’ customer experience management and innovation from a customer-centric perspective.
Incheon Airport became the first airport to be awarded with the fourth-level certification in September 2021, before the airport was certified with the highest, five-level accreditation in 2022.
The ACI gives ratings after making document and field evaluations in eight categories, including the understanding of customers and improving operations targeting airports across the world.
Currently 129 airports, including Incheon Airport, participate in the certification program.
Incheon Airport retained its status as the No. 1 position in the Airport Service Quality evaluation that it obtained in 2005, four years after its opening, through 2016, for 12 consecutive years. The record has not been broken.
Incheon Airport has rewritten the global aviation history by winning the five-level certification for three years in row.
President Lee Hag-jae of Incheon Airport, said, “We’ll advance digital customer experiences by focusing on raising the efficiency of airport operations and customer convenience so that the year 2024 can be the first year of digital airport innovation.”
Incheon Airport aims to make a new leap forward this year, as the airport is to open its second passenger terminal, raising its capacity to 100 million passengers.
Among notable figures on hand at the award ceremony were Amadeus Executive Vice President of Airport & Airline Operations Rudy Daniello, Transport Ministry Seoul Regional Office of Aviation Chief Administrator Kwon Hyuck-jin, IIA Trade Union Head Jang Ki-ho, IIA President and CEO Lee Hag-jae, IIA Chairman of the Board of Director Jang Sung-hwan, Justice Ministry Incheon Airport Foreign Immigration Service Chief Administrator Kim Jong-min, Korean Air Incheon Airport Regional Manager Noh Sung-jae and ACI World Director General Justin Erbacci.
IIAC President and CEO Lee Hag-jae poses with Delta Air Lines CEO Edward Bastian following their meeting in Atlanta, Ga., on Sept. 25.
Incheon Airport Reshaping into ‘Asia’s Representative Hub Port’
Delta Air Lines has awarded Incheon International Airport as its international hub status in Asia, replacing Tokyo’s Narita Airport.
Incheon International Airport Corp. President Lee Hag-jae held talks with Delta Air Lines CEO Edward Bastian in Atlanta, Ga., on Sept. 25 and they confirmed the opening of the Incheon-Salt Lake City route and mutual cooperation under a strategic partnership to expand the Asia- Pacific air network, IIAC said on Sept. 30.
Incheon Airport is Asia’s sole airport to have a direct flight to Salt Lake City, the United States. With the opening of the new air route, Incheon Airport will be Aisa’s first airport to connect Delta Air Lines’ four core hub ports — Atlanta, which was launched in 2007, Detroit in 2009, Minneapolis in 2019 and Salt Lake City, to be opened in 2025.
It means that Incheon Airport will be reborn as Asia’s representative hub port for Delta Air Lines.
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