Inside the airport with the world’s best customer service

Incheon Airport in Seoul is part of a growing number of airports that are using smart technology to transform the way people fly. From departure check-ins using facial recognition to unmanned service robots, the airport is finding innovative ways to enhance the passenger experience.

Incheon was ranked by air transport research firm Skytrax as the 4th best airport in the world in 2022, just behind Haneda Airport in Tokyo, Hamed Airport in Doha, and Singapore’s Changi Airport.

However, Incheon Airport stood out for its customer service. In 2022, it was the world’s first airport to be awarded the highest level of customer experience by the trade association of the world’s airports, Airports Council International.

“We approach customer service from customers’ perspectives,” Lee Hag-jae, CEO of Incheon International Airport Corporation, told CNBC in an interview.

“Airports need to become destinations themselves.”

He emphasized Incheon Airport’s ambition to become a “smart airport,” citing cargo transportation, baggage, shopping services and the immigration process as key priority areas.

In July, Incheon Airport rolled out the ICN Smart Pass, a passport-free clearance for air travelers, reducing the boarding process to mere seconds. The technology leverages facial recognition, forgoing the need to produce passports, tickets and boarding passes multiple times.

Other countries that have or are planning to introduce similar technologies include Singapore and the United Arab Emirates.

“It’s not really about whether Incheon Airport ranks first or second. But rather, I want Incheon Airport to be a model that sets a framework for the industry,” Lee said.

Watch the video to find out what makes Incheon Airport stand out for its customer service.

#CNBC #Incheon #Airport

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[nu]

once flew to incheon airport and it was astonishing how well designed and welcoming it is to any visitors. truly something other countries or airports especially in Europe should look up to

[Jirokun]

I was flying from Singapore to Korea and Japan last week. These airports were amazing and way ahead of most Western countries' airports.

[junboklee]

This airport was voted the best Airport so many times that they stopped ranking it for a while. Compared to European or US airports its so efficient and clean.

[moonsoom]

Love Incheon airport for its cleanliness and efficiency.

[weymarosborne]

Changi or Hamad may have more bells and whistles and flashy attractions, but in terms of the core function of an airport, to travel, I don't know if anybody does it better than Incheon. I remember I landed there off of an international flight, and the time from stepping off my plane, going through immigration, collecting my bag, and being on the curb waiting for my hotel shuttle was 12 minutes. Simply mind blowing

[empressoftheskies]

The best part about the Incheon airport is the private shower facilities that are free and clean to use. After a connection, it was awesome to shower before a ten plus hour flight ahead of you!

[betamax]

Best airport period. I fly for business. Truly a joy to visit. Incheon is not only an airport it is a shopping mall, museum, hotel and food court. Leaps and bounds beyond airports in the USA and I've been to most.

[incyphe]

While I was waiting at a departure gate, I saw a dressed up flight attendant hurriedly walking to somewhere. When she spotted a tiny candy wrapper on the floor, she quickly picked it up, put it in her pocket and continued on her way.

[lionheart]

Korea is also one of the safest countries in the world.😊

[sinokhmervideos]

Been there several times. Definitely world class service. Also, been to the other top 4.

[vothanakprak]

For an airport so big, I had never felt more calm while traveling.

[danf]

They are so far ahead of everything it's crazy...

[dsvang]

I like the fact that it has shower rooms and services for travelers with connecting international flights.

[kanzaki]

It’s the efficiency and the people who work there who show effort instead of how western airport workers act like they’re being inconvenienced

[al-karimabdulaziz]

I had to fly through Incheon during the beginning of world wide covid lockdown and the staff were so incredibly wonderful. Just be careful the food prices are deadly. They also had plants and trees every where which made it feel so much less like a mass transit stop and much more human scale.

[teeconsigliano]

before even the service, the large size of Incheon makes it much better than cramped airports. the bathrooms are enormous. and it's much cleaner than other airports, especially in the US. so there's no desire really to be in a lounge because the regular airport is pleasant

[nanohair.latin.americatoup]

Incheon aiport SIMPLY AND BY FAR THE BEST AIRPORT in the world. no comparison whatsoever!!
1. the restrooms are super clean!!
2. airport personnel are very kind and eager to assist you .

3. the eatery is cheaper than 90% of the aiports i ve visited . Considering the high cost of living in Korea, foods at the INCHEON AIPORT, in my opinion, was just half the price you pay in australia or U.s aiports

[duyo]

Modern airports in Asia such as those in Korea, Singapore and Japan are years ahead of the ones in western countries.

[CASD]

Here in the states, we can't have nice things because people do not respect things. Innovation is key for future traveling yet we're so behind even with so many resources.

[theofficialpeterkim]

Hope to visit Korea next summer and check this place out.