Seoul Incheon International Airport Achieves 'Best Airport' and 'Top Customer Experience Rating' for Third Consecutive Year

Seoul Incheon International Airport has made history by becoming the first airport in the world to receive the highest level (Level 5) of customer experience accreditation from Airports Council International (ACI) for three years in a row.

On September 25, at the 6th ACI Customer Experience Global Summit held in Atlanta, Georgia, Seoul Incheon Airport was awarded the Level 5 accreditation for the third consecutive year. This achievement highlights the airport's commitment to excellence in customer service.

In addition to this prestigious recognition, Incheon Airport also won two major awards in the Airport Service Quality (ASQ) program after returning to the competition after a seven-year hiatus. The airport received the "Best Airport" award, which recognizes the world's top-performing airport, and the "Most Enjoyable Airport" award.

ACI, the largest airport association in the world, has been conducting the ASQ evaluation since 1993 and introduced the five-level customer experience accreditation program in 2019. The accreditation process evaluates airports on eight key areas, including customer understanding, strategy, operational improvement, governance, airport culture, service design, and institutional collaboration.

Seou Incheon Airport's success in achieving the highest level of accreditation for three consecutive years demonstrates its ability to adapt to changing service paradigms and excel in various aspects of customer experience management.

Lee Hag-jae, President of Incheon International Airport Corporation, attributed this success to the tireless efforts of the 85,000 airport staff members who have continuously worked on service innovation. He also emphasized the airport's commitment to further improving passenger convenience through the use of cutting-edge technology.

With the completion of its Phase 4 expansion project by the end of this year, Incheon Airport is set to become the third airport in the world and the first in Asia to have an annual passenger capacity of over 100 million

Airports Council International (ACI), the trade association of the world’s airports, is a federated organization comprising ACI World, ACI Africa, ACI Asia-Pacific and the Middle East, ACI EUROPE, ACI Latin America and the Caribbean and ACI North America. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient, and environmentally sustainable. As of May 2024, ACI serves 814 members, operating 2110 airports in 169 countries.