“Incheon International Airport Recognized as the World’s Most Passenger-Friendly Airport”

Incheon International Airport Wins Two Prestigious Titles at Skytrax 2025 World Airport Awards

Incheon International Airport (IIAC) announced on April 10 that it won two major awards at the 2025 World Airport Awards, hosted by Skytrax in Madrid, Spain. The airport claimed the top honors in the categories of World’s Best Airport Staff and Best Airport Staff in Asia Pacific, reinforcing its standing as a global leader in airport services.

Skytrax, a UK-based aviation consulting firm, is renowned for conducting annual evaluations of airport and airline service quality. These awards are based on customer satisfaction surveys, with passengers worldwide rating airports on key services such as check-in, arrival, transfer, and shopping.

For this year’s awards, Skytrax conducted online satisfaction surveys from August of the previous year to February, collecting feedback from travelers worldwide. Based on the survey results, Incheon Airport ranked highest in the Best Airport Staff category. The survey criteria included factors like staff professionalism, customer service quality, and service consistency, all of which contributed to Incheon Airport's victory among over 500 airports worldwide.

IIAC attributes this achievement to its ongoing efforts to improve passenger satisfaction and enhance the service mindset of airport employees. As part of its commitment to providing customized services, Incheon Airport customized services for passengers at every stage of their journey.

Notably, the airport has improved convenience for international travelers by operating a multilingual translation app that offers real-time, free translation services in around 20 languages, including English, Chinese, and Japanese.

Additionally, Incheon airport plans to roll out AI-powered service robots later this year to further enhance passenger services. These robots will provide features like real-time translation, directions, and even photo services.

To maintain high service standards, Incheon Airport has fostered a culture of collaboration among its on-site staff, ensuring a shared commitment to exceptional customer service. The airport also recognizes excellent service through the Incheon Airport Kindness King award, which honors outstanding employees annually.

Mr. Lee, President and CEO of IIAC said that “This award represents the hard-earned result of the unified efforts of our 94,000 on-site employees, all committed to making Incheon airport the world’s leading service-oriented airport. Moving forward, we aim to drive a comprehensive digital transformation in airport operations to provide even more differentiated services, ensuring a safer and more convenient airport experience.”

Incheon Airport has long been a leader in customer service. It was the first in the world to win the Airport Service Quality (ASQ) award for 12 consecutive years (2006~2017) and became the first to earn the highest (Level 5) certification in ACI’s Customer Experience Accreditation program for three consecutive years (2022~2024).

This latest recognition adds to Incheon Airport’s reputation as a pioneer in service and customer experience in the global airport industry.