CUSTOMER SERVICE
was scraped, allowing for more flexible working conditions and a 30% increase in efficiency. Thanks to these innovations, the airport is now achieving an average of 12 minutes to process arriving passengers and 16 minutes for departures, considerably faster than the average expected by ICAO (Arrivals 45 minutes, Departures 60 minutes).
These high standards have been maintained despite the airport’s passenger numbers growing from 19.8 million in 2003 to a record 33.48 millionin 2010. With passengers now finding they have extra time inside the terminal, Incheon’s customer service team has turned to its next goal – creating value for passengers. “So far this system has been all about the first strategy of standardisation; now we are moving to the second goal of ‘creating new value’. We think this is important because the passenger could save a lot of time from immigration and customs and now we have to think about how we can help them enjoy this spare time.”
The second phase expansion of Incheon which added a new concourse and runway in June 2008, allowed the airport to completely redevelop customer service facilities with a new emphasis on transiting passengers. Once they arrive, transit passengers can make use of free showers, spa and massage facilities and take advantage of free WiFi and computers in a compact transit area and ample rest areas – children are entertained in several play areas.
For those with extra time, there is the free Korean
Traditional Cultural Experience Centre where passengers can immerse themselves in the country’s culture, dress in traditional Korean costume, play traditional instruments and for the ambitious, some do-it-yourself craft making. The Korean Culture Museum offers travellers, especially those not actually going to South Korea, the chance to experience Korean history first hand with a range of maps, charts and diagrams representing Korean towns, villages and temples from an earlier era.
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