Incheon Airport becomes first to achieve ACI Level 4 Customer Experience accreditation

ACI World’s customer experience initiative is currently set out in four stages, with Incheon being the first to reach the top tier

Airports Council International (ACI) World has revealed a new level in its ‘Airport Customer Experience Accreditation’ programme, with South Korea’s Incheon Airport being the first to reach the new standard.

When ACI launched the programme in 2019, 45 airports signed up to help improve their customer experience management.

Incheon Airport was one of a select few to reach level three accredited status last year and has now moved to level four. Accreditation included site verification which begins from level four, which was conducted virtually due to safety restrictions.

Incheon Airport
Photo Wiki Commons/Arne Museler

“We are proud to be recognised as the first Level 4 accredited airport in the world, and it is our honour to participate and contribute to the development of the Level 4 – Airport Customer Experience Accreditation programme,” said Kyung Wook KIM, Incheon Airport president and CEO.

“The programme provides a true 360° view of airport customer experience management. Incheon will continue to improve its best-in-class customer experience by providing a new and pleasant experience to customers and by adopting advanced technologies in all areas of airport operations based on innovative thinking.”

The scheme aims to help airports assess and improve their customer experience framework, whilst developing new practices that can be used as short- or long-term solutions.

Possessing an accreditation status also serves a purpose as a marketing tool for airports so they can highlight their commitment to customer experience.

Designed with five levels of accreditation, the pilot phase of level five is expected to begin next year.