CUSTOMER SERVICE
Passenger Performance Targets Departures Process
95% of passengers within
45 minutes, not exceeding 60 minutes. Check in:
15 minutes Security screening: 10 minutes Passport control (departure): 15 minutes
Arrivals Process
95% Baggage delivery:
of passengers within
40 minutes, not exceeding 60 minutes Passport control (arrival):
37 minutes Customs Inspection: 10 minutes
restaurants serving Korean or international fare, and lounges, not to mention a number of unique attractions aimed at its international passengers. Proof that Incheon is doing it right comes from the best source of all – its passengers. For six years in a row the airport has beaten rivals such as Singapore Changi and Hong Kong, to be declared the best airport worldwide by ACI’s ASQ award, after the respondents it surveyed gave Incheon an average of 4.9 out of 5 in every category. Other passenger-based service monitors, including raveler and Time magazines, have also
Skytrax, Global T
praised it for its customer service offering, but for Incheon the objective is not just to pick up awards, it is seen as a crucial part of benchmarking the airport, attracting ever-greater numbers of international passengers and achieving its goal of becoming a hub for Northeast Asia.
Incheon’s customer service strategy is guided by a special taskforce, the Service Improvement Committee (SIC), made up of the representatives from any department that has direct dealings with passengers, who regularly sit down to take stock of their performance and analyse how service levels can be improved. “As you know, Incheon Airport has been in operation for 10 years now and during that time we have made a few mistakes but we’ve also had a lot of good outcomes and whether its good or bad, the committee has used this experience to set our service standards,” enthuses Choi.
Through regular meetings between heads of departments such as the police, customs and immigration, chaired by CW Lee himself, and follow-ups by vice executives, SIC has identified four distinct strategies to drive customer service forward: standardisation, creating
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