CONCESSIONS
rink as the airport aims to increase its appeal to visitors as well as passengers.
The airport admits that the existing shops in the
Transportation Centre are not enjoying much through traffic at the moment, but it is confident that sales figures will soar as take up of the newly introduced express train service to downtown Seoul increases.
When it comes to concessionaire contracts, Incheon opts for five-year deals for duty free operators, extendable for an initial period of two years, because of the expense involved in setting up shops. The contracts for F&B operators are slightly longer, four years with three-year extension clauses built in, because of the greater set-up costs involved and the fact that dining trends can change quite quickly.
Sang-Ho Lee says: “The concessionaire contracts have
service quality standards linked to a renewal clause. The terms of condition of the contracts and their initial length are designed to serve as an incentive to operators to maintain high service standards.”
The airport’s success story to date has been largely built around its commitment to delivering top quality customer service, and it is absolutely insistent that this is reflected in the appearance, demeanour and service levels of shop staff. “These staff are crucial to the success of our retail outlets so it is essential that they are good at their jobs,” notes Sang-Ho Lee.
In reality this means that the master concessionaires are required to hire only “highly motivated and professional frontline staff” and the outlets opened at Incheon have to have a proven track record in providing “quality services”. To ensure that shop and restaurant personnel are good at their jobs, Incheon Airport provides a free training programme to all frontline staff.
The airport also has a service quality programme that all retailers have to follow and the gateway conducts ongoing service quality surveys to assess performance. At Incheon Airport, only the best will do.
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