Incheon Airport Achieves Highest Airport Customer Experience Accreditation – Asian Aviation the Airports Council International (ACI) Global Customer Experience Summit, ACI World today announced the launch of the new, highest level of its Airport Customer Experience Accreditation Program, Level 5, with Incheon Airport in the Republic of Korea as the first airport in the world to achieve this high level of accreditation.

The ACI World Airport Customer Experience (CX) accreditation program is the first and currently the only CX accreditation in the airport industry that guides the airport ecosystem to focus on the customer and ultimately improve the overall airport experience. the airport. Participating airports take part in a comprehensive review and training process that includes stakeholder and employee engagement and staff development.

Since ACI launched the world’s first Airport Customer Experience Accreditation Program in 2019, some 60 airports around the world have joined the program to improve their customer experience management.

Incheon completed the pilot phase of Level 5 Accreditation in July 2022. Through remote and on-site verification, Incheon has successfully demonstrated a strong customer-centric culture, uniting the airport community in a people-centred and collaborative approach .

The achievement was showcased at Incheon Airport during an awards ceremony at the Global Customer Experience Summit in Krakow, Poland, attended by airport industry leaders from around the world and the Director General of ACI World. The airport was also confirmed the day before as the next host airport for the Summit, which will take place in September 2023.

ACI’s Global Managing Director, Luis Felipe de Oliveira, said, “We are grateful for Incheon Airport’s participation in the Level 5 Accreditation Pilot in the Customer Experience Accreditation Program. of ACI’s airport, which reinforces a passenger-centric culture supported by ACI. Congratulations to the entire airport community of Incheon, who have collectively shown remarkable commitment, unity and enthusiasm to improve the customer experience. Airport management should also be commended for setting an example in terms of the level of commitment and dedication to customer experience from the top. It is only fitting that Incheon Airport will host the Global Customer Experience Summit next year, the premier international event dedicated to the airport experience.

Stefano Baronci, ACI’s Managing Director for Asia-Pacific, said, “Incheon Airport continues to raise the bar in transforming the passenger experience in the face of the COVID-19 pandemic, and we are extremely proud of this achievement. Incheon is one of the busiest, most operationally advanced and efficient airports in the region. By putting passengers at the center, Incheon Airport has gone the extra mile to fully understand customer needs. Service excellence has always been the hallmark of Incheon Airport, and I am confident that it will continue to serve as a model for the airport industry.

Chairman and CEO of Incheon International Airport Corporation, Kyung Wook Kim said, “It is a great honor for Incheon Airport to be accredited as the first Tier 5 airport, which is the top of the program. This proves that we have put a lot of effort into improving the customer experience and shows our focus on an exceptional customer experience. We will continue to deliver experiential values ​​to our passengers, going beyond their expectations. Incheon Airport looks forward to seeing you at the Global Customer Experience Summit 2023 in the Republic of Korea next year. This is an opportunity to experience Incheon Airport for yourself and a chance for us to share our values ​​and our vision with all of you.

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