Incheon Airport, which achieved the world's top ranking in international passenger traffic in the first half of this year, has made history by becoming the first airport globally to maintain the title of 'World's Best Service Airport' for five consecutive years.
On September 2, the Incheon International Airport Corporation announced that it received the highest level 5 certification from the Airport Council International (ACI) Customer Experience Certification Program in Istanbul, Turkey, marking the first time any airport has achieved this certification for five consecutive years. In total, Incheon Airport was recognized as a four-time winner in the ACI airport service evaluation category.
During the awards ceremony, Incheon Airport was praised for its deep understanding of customer characteristics through big data, proactive improvements based on customer journey insights, and innovations in customer experience using smart technologies such as artificial intelligence (AI).
In addition to the level 5 customer experience recertification, Incheon Airport also won the 'Best Airport' award in the ACI Airport Service Quality (ASQ) category, received the highest level 3 certification in the Accessibility for the Transportation Disadvantaged program, and was recognized as the best training institution in customer experience, achieving a total of four awards in the ACI airport service evaluation category.
The 'Best Airport' award is given by ACI to the top airport that contributes to improving service levels worldwide. With this latest recognition, Incheon Airport has now won the ASQ award 15 times out of the 20 ceremonies held from 2006 to 2025.
Incheon Airport also newly obtained the highest level 3 certification in the Accessibility for the Transportation Disadvantaged program, which evaluates the accessibility of airports for individuals with disabilities and the elderly. This international certification assesses various aspects, including airport services, facilities, digital accessibility, and the efforts of airport operators to enhance inclusivity for transportation-disadvantaged individuals.
Incheon Airport operates a service advisory group with various stakeholders. In April 2021, it opened a dedicated lounge for transportation-disadvantaged passengers in Terminal 1, and in August of last year, it began operating indoor autonomous transport vehicles in line with the expansion of the airport.
Thanks to its collaboration with ACI in jointly operating customer experience training programs, Incheon Airport has also been recognized as the best aviation training institution in customer experience.
Building on its achievements as the world's top airport in international passenger traffic and service, Incheon Airport plans to enhance service levels through innovations in airport facilities and operations.
Acting President Kim Beom-ho stated, "The rapid achievement of being the world's number one in international passenger traffic and service at Incheon Airport is thanks to government support, public backing, and the hard work of our staff. We will continue to invest in facilities and accelerate service innovations, including the implementation of smart airport technologies and strengthening regional connections."
* This article has been translated by AI.
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