South Korea’s Incheon Airport has become the first in the world to achieve the new highest level of the Airports Council International’s (ACI) Airport Customer Experience (CX) Accreditation programme.

While announcing the first awardee, ACI World today (September 15) announced the launch of a Level 5 at a summit in Krakow, Poland.

ACI World's CX program is the first and currently the only of its type in the airport industry which guides the airport ecosystem in becoming customer-centric and ultimately improving the overall airport experience.

Participating hubs take part in a comprehensive review and training process that includes stakeholder and employee engagement and staff development.

Since its launch in 2019, some 60 airports around the world have joined the programme to improve their customer experience management.

Incheon completed the pilot phase of Level 5 accreditation in July 2022. Through remote and on-site verification, the ACI says the South Korean hub successfully demonstrated a strong customer-centric culture, uniting the airport community in a human and collaborative approach.

Luis Felipe de Oliveira, ACI World director general, said: “Congratulations to the whole airport community at Incheon, who collectively demonstrated remarkable engagement, unity, and enthusiasm in improving customer experience. The airport’s management should also be commended for leading by example in terms of their level of engagement in and dedication to customer experience from the top. It is only fitting that Incheon Airport should host next year’s Customer Experience Global Summit, the premier international event dedicated to airport experience.”

Kyung Wook Kim, Incheon International Airport Corporation president and CEO, added: “It is a great honour for Incheon Airport to be accredited as the first Level 5 airport which is the top level of the program. This proves that we have put lots of effort in bettering customer experience and shows our focus on exceptional customer experience. We will continue providing experiential values to our passengers, going beyond their expectations.”

Photo: Aviation Image Network/Bailey