At the Airports Council International (ACI) Global Customer Experience Summit, ACI World announced the launch of the new high point of its accreditation program for airport visitors, Level 5, with Incheon Airport in the Republic of Korea as the first airport in the world. to reach this higher point of accreditation.
ACI World’s Airport Customer Experience (CX) Accreditation Program is the first and lately the only CX accreditation in the airport industry that guides the airport ecosystem to focus on the visitor and, ultimately, the overall airport experience. Participating airports are involved in a comprehensive review and education procedure that includes stakeholder and worker involvement and staff development.
Since CREA introduced the first global airport visit accreditation program in 2019, some sixty airports around the world have joined the program for its visit management.
Incheon completed the pilot phase of level five accreditation in July 2022. Through remote and on-site verification, Incheon has effectively demonstrated a customer-centric culture, uniting the airport network in a humane and collaborative approach.
Good fortune was shown at Incheon Airport in a rite of award at the Global Customer Experience Summit in Krakow, Poland, in the presence of airport industry leaders from around the world and the Ceo of ACI World. The airport was also shown the day before as the next host airport for the Summit, which will take position in September 2023.
CREA’s Global Managing Director, Luis Felipe de Oliveira, said: “We are grateful for Incheon Airport’s participation in the Level Five accreditation pilot assignment under the AIT Airport Customer Experience Accreditation Program, which reinforces a passenger-centric culture supported through the AIT. Congratulations to the entire Incheon airport community, who have collectively demonstrated remarkable commitment, unity and enthusiasm for the visitor experience. Airport control also deserves to be praised for leading by example in terms of the point of engagement and determination for the visitor experience from above. It stands to reason that Incheon Airport will host next year’s Global Customer Experience Summit, the first foreign event committed to the airport experience.
Stefano Baronci, ACI’s Managing Director for Asia Pacific, said: “Incheon Airport continues to raise the bar by transforming the passenger experience in the face of the COVID-19 pandemic, and we are incredibly proud of this achievement. Incheon is one of the busiest airports, with the maximum operational complexity and maximum efficiency in the region. By calling passengers downtown, Incheon Airport has gone the extra mile to fully perceive the needs of visitors. Excellence in service has been the hallmark of Incheon Airport, and I am confident that it will continue to serve as a style for the airport industry.
Kyung Wook Kim, President and Chief Executive Officer of Incheon International Airport Corporation, said, “It is a great honor for Incheon Airport to be accredited as the first tier five airport, which is the next item on the program. This shows that we have put a lot of effort into the visitor experience and shows our focus on an exceptional visitor experience. We will continue to offer experiential values to our passengers, going beyond their expectations. Incheon Airport expects to see it at the 2023 Global Customer Experience Summit in the Republic of Korea next year. This is an opportunity to delight in Incheon Airport and a possibility for us to share our values and vision with all of you.