Inside the airport with the world’s best customer service
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- čas přidán 18. 12. 2023
- Incheon Airport in Seoul is part of a growing number of airports that are using smart technology to transform the way people fly. From departure check-ins using facial recognition to unmanned service robots, the airport is finding innovative ways to enhance the passenger experience.
Incheon was ranked by air transport research firm Skytrax as the 4th best airport in the world in 2022, just behind Haneda Airport in Tokyo, Hamed Airport in Doha, and Singapore’s Changi Airport.
However, Incheon Airport stood out for its customer service. In 2022, it was the world’s first airport to be awarded the highest level of customer experience by the trade association of the world’s airports, Airports Council International.
“We approach customer service from customers’ perspectives,” Lee Hag-jae, CEO of Incheon International Airport Corporation, told CNBC in an interview.
“Airports need to become destinations themselves.”
He emphasized Incheon Airport’s ambition to become a “smart airport,” citing cargo transportation, baggage, shopping services and the immigration process as key priority areas.
In July, Incheon Airport rolled out the ICN Smart Pass, a passport-free clearance for air travelers, reducing the boarding process to mere seconds. The technology leverages facial recognition, forgoing the need to produce passports, tickets and boarding passes multiple times.
Other countries that have or are planning to introduce similar technologies include Singapore and the United Arab Emirates.
“It’s not really about whether Incheon Airport ranks first or second. But rather, I want Incheon Airport to be a model that sets a framework for the industry,” Lee said.
Watch the video to find out what makes Incheon Airport stand out for its customer service.
#CNBC #Incheon #Airport
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once flew to incheon airport and it was astonishing how well designed and welcoming it is to any visitors. truly something other countries or airports especially in Europe should look up to
im torn between this and changi as the best airport
@@floggerfrog I feel like ranking is a bit meaningless. We just need more of these airports everywhere as many as possible. Nothing like landing at an airport to feel like you've traveled back in time.
@@findingApex it doesn't matter if Incheon or changing rank top 1,2 or 3. If it's not my main destination, I won't fly into it.
I mainly vacation in the Mediterranean region, so Istanbul became my top choice whenever possible, I like Turkish airlines service. The new airport is only 5 years old, I recalled it was open in April 2019. I spend 3 weeks all over Turkey in July 2019. Before COVID, Turkish airlines offered free city tour with free breakfast and lunch at local restaurants and free visit to Hagia Sophia benzintine church. It depends on what time your layover is, they also offered free spice Bazaar tour. I have been to Istanbul 4 times and would visit again.
Dubai is my second favorite because I tried to choose A380 whenever possible between Hong Kong and Paris. For layover over 5 hours, your boarding passes get you to Emirates buffet restaurant. If I forget something, I can always buy it in the duty free. There was a supermarket inside the airport!
Japan Cherry 🌸 blossom is on my bucket list, so flying into Korea is not likely, unless it's super cheap. It's all depends on the ticket.
They kept winning the best airport title many times in a row and got sick of that title lol
Maybe you should stop flying RyanAir.
I was flying from Singapore to Korea and Japan last week. These airports were amazing and way ahead of most Western countries' airports.
Are you trying to drive a wedge between the West and Korea?
So stay there.
@@kookoo9958 how salty you gotta be?
Nah, Japan is way behind; they are not at all on the same level.
@@chatshitgetshotatngl I agree. I’m from Hong Kong and have been to both Seoul and Tokyo. Compare to HK and Incheon Airport, Narita Airport is a bit inconvenient. Many staffs cannot speak proper English, the layout of the airport is a bit outdated and I kinda got lost there on my first trip to Japan, and the train station just looks old and ticket machines are confusing and over complicated compared to the one we got in Hong Kong.
This airport was voted the best Airport so many times that they stopped ranking it for a while. Compared to European or US airports its so efficient and clean.
Flying thru this airport yearly, I've begun to realize it's simply too big. The gates are ridiculously far away from each other and the international transfer process is confusing especially since they dont separate those passengers with 1hr vs 8hr layovers. I've witnessed so many people miss their connections because of the size and inefficient use of space here.
While I was waiting at a departure gate, I saw a dressed up flight attendant hurriedly walking to somewhere. When she spotted a tiny candy wrapper on the floor, she quickly picked it up, put it in her pocket and continued on her way.
Love Incheon airport for its cleanliness and efficiency.
Even more than 15 years ago, Incheon Airport has been an amazing airport. I stopped by there on a connecting flight while in college. The airport was filled with amenities. There is a lounge area with comfortable lounge chairs to nap. Shower rooms, massage spaces (need to pay), and allow you to sign up for tours (free) in Korea without having to go through security on return.
On the other hand, American airports are still so garbage.
Changi or Hamad may have more bells and whistles and flashy attractions, but in terms of the core function of an airport, to travel, I don't know if anybody does it better than Incheon. I remember I landed there off of an international flight, and the time from stepping off my plane, going through immigration, collecting my bag, and being on the curb waiting for my hotel shuttle was 12 minutes. Simply mind blowing
The best part about the Incheon airport is the private shower facilities that are free and clean to use. After a connection, it was awesome to shower before a ten plus hour flight ahead of you!
I didn't know this! Will check it out next time. When I connected at ICN two weeks ago, I had access to Korean Air lounge and the wait for the shower was quite long --- roughly 1.5-2 hours. That lounge was very crowded.
I pass though icn several times. There are not a lot the free shower, it was always full and long wait. at the end,I used business lounge showers instead
For me, who is surrounded by the sea on three sides, Incheon Airport is always a thrilli g place, and my heart races just by going there❤
For an airport so big, I had never felt more calm while traveling.
I like the fact that it has shower rooms and services for travelers with connecting international flights.
They are so far ahead of everything it's crazy...
Been there several times. Definitely world class service. Also, been to the other top 4.
Taipei airport is built like a bunker- you can't see aeroplane take off and land, or partake in runway actions once your checked in. Unlike that of Taipei, ICN is light, airy and very comfortable; and strikes a sensible balance between simplicity and functionality.
Not to mention, the entire terminal hasn’t even finished renovations yet.
Korea is also one of the safest countries in the world.😊
North one
@@user-ho2bw8kd9z Right! North Korea is the hermit kingdom rulled by the dictator, Kim Jong Un. Don't mix up with its south counterpart.
Lol😅
@@ababeel388It is.
north is safer
Glad my former workplace getting a positive recognition 🎉
Here in the states, we can't have nice things because people do not respect things. Innovation is key for future traveling yet we're so behind even with so many resources.
Try traveling to other countries like China, India or Thailand. There's no comparison, US airports are so much better it's not even funny. They're a lot closer to Incheon quality than those other airports are to American quality.
It’s the efficiency and the people who work there who show effort instead of how western airport workers act like they’re being inconvenienced
Modern airports in Asia such as those in Korea, Singapore and Japan are years ahead of the ones in western countries.
Makes me depressed landing at LAX in Los Angeles...that place is a pre-historic zoo in comparison.
LAX is easily the worst airport I've been too.
Best airport period. I fly for business. Truly a joy to visit. Incheon is not only an airport it is a shopping mall, museum, hotel and food court. Leaps and bounds beyond airports in the USA and I've been to most.
Best airport in world 😊 Incheon international airport
my fav airport
before even the service, the large size of Incheon makes it much better than cramped airports. the bathrooms are enormous. and it's much cleaner than other airports, especially in the US. so there's no desire really to be in a lounge because the regular airport is pleasant
I had a 14 hr layover on purpose just to do the Transit Tour❤
Hope to visit Korea next summer and check this place out.
You should try to visit during cherry 🌸 blossom season
It's not only nice and well designed space but it's also very practical and useful. I use it as hub when I fly to SE Asia. I can stash my winter coat there instead of lugging it back and forth.
It may be ranked 4th now, it was the first on the list for 12 consecutive years since its opening in 2001.
Incheon aiport SIMPLY AND BY FAR THE BEST AIRPORT in the world. no comparison whatsoever!!
1. the restrooms are super clean!!
2. airport personnel are very kind and eager to assist you .
3. the eatery is cheaper than 90% of the aiports i ve visited . Considering the high cost of living in Korea, foods at the INCHEON AIPORT , in my opinion, was just half the price you pay in australia or U.s aiports
I am Korean and have been to Incheon airport many times but did not know they have showers and lounge like services during a layover 😀
I love Incheon airport.
I like Singapore Changi and South Korea Incheon
싱가폴 창이공항 한국 현대건설에서 만들어준겁니다
@@user-th7wx4zr1x 그런 말이 왜 필요해? 그것도 왜곡된 정보로. 이러니 한국사람들에 대한 인식이 보편적으로 안 좋지. 확실하게는 창이공항 5개 터미널중 딱 한개인 터미널2를 지었어. 활주로 확장공사도 하긴 했지만. 너희들 KTX언급 할때마다 프랑스 기술 이라고 꼭 하냐? 솔직히 한국 거의 모든것이 문화는 중국영향 현대 사생활은 일본 따라하기 technology는 미국것이라는걸 못 깨닿는지 부인하는건지.
@@mbklandmark 뭔 개소리야 ㅋㅋㅋ 한국 문화가 중국의 영향을 받았다고? ㅋㅋㅋ 한국은 한국만의 고유의 전통문화가 있다. 중국과 완전히 다른 문화임. 그리고 일본 같은 사회문화는 장점이 아니라 단점임. 일본 같은 경직된 사회는 불행한 사회이지. 한국이 일본을 따라했다는 쌉소리는 정말 뭐냐? ㅋㅋ 기술이 미국 것이라는건 또 뭔 쌉소리지? ㅋㅋ 허면 미국의 로켓기술은 독일꺼냐? 말이 되는 소리를 해라. 모든 것은 다 타국에는 없는 한국이 자체 개발한 신기술이다. 너 논리대로면 미국도 자체 개발 한 기술 단 1개도 없음. 반도체는 일본이 만들었고 전기는 세르비아가 만들었음.
한국인을 어찌 생각하든 말든 알빠야? 한국인에 대한 인식이 안좋은건 타인에 대한 인성과 태도가 무례하기 때문이지 이런걸로 외국인들이 싫어한다는건 뭔 말도 안도는 쌉소리누??? ㅋㅋㅋㅋㅋㅋ 심지어 팩트를 말한건데 ㅋㅋ
@@mbklandmark ktx는 국산 기술 맞고. ktx 초창기 버전만 프랑스 기술이지. ktx 이음 모르면 짜져라 ㅋㅋㅋ
미국 기술 💀💀💀 조선 기술과 철도 기술 후진국 주제에 ㅋㅋㅋ 미국이 잘하는게 뭐누? ㅋㅋㅋ 내가 미국인이었으면 겁나 열등감 느꼈을듯.
@@mbklandmark 모든 문화가 중국 영향이라는건 말도안되는 고정관념임ㅋㅋㅋ 자꾸 중국 중국 거리는데 한복과 한옥, 그리고 한식 모두 중국과 1도 비슷하지 않음. 특히 한복이 논란이 많은데. 한복은 한푸와 전혀 다른 디자인임. 한복은 고구려 시절부터 계속 쭉 같은 디자인이었고. 중국이야 말로 여러 외세의 지배를 받으면서 한나라 시절부터 이어져온 한푸의 생김새가 원나라 시절에 들어서는 많이 바뀌었고. 원나라 시절부터 몽골군들에 의해 납치 당한 고려인들의 한복이 중국에서 유행하면서 결국 명나라 시절까지 고려의 영향을 받아 중국에서는 한국식 복장이 유행했었음. 한복이 중국 것을 베낀게 아니라 중국이 한복을 베낀거임. 자꾸 명나라 시절 한푸를 제시하면서 한복은 한푸의 영향을 받았다고 주장하는데. 그거 한푸가 아니라 고려양임. 한복은 중국 영향 1도 안받았다. 도대체 중국의 문화적 영향이 뭔지 설명 좀 해줘봐. 유교랑 한자 말고 다른게 있더냐?ㅋㅋㅋ 딱 그 두개 밖에 없는거 같은데
한국이 중국의 문화적 영향이 적었던 이유는 간단함. 한국은 중국과 국경을 맞대던 나라가 아님. 원래 북방에는 만주라고 따로 있었음. 외세로부터 중국을 방어하던 만리장성이 베이징과 가까운 거리에 있다는 사실은 아냐? ㅋㅋ 원래 중국은 한국의 이웃국이 아님. 지금 중국이 만주를 지배하면서 이렇게 된거지.
Can’t wait! Will be flying from SFO to Incheon in 4 months. :)
Some countries are literally living in 2050! 😮
I had a feeling that it was designed by someone who had used the airport a lot. The facilities at Incheon Airport are very efficient. It is totally Korean style.
wow free of charge showing around the city while you wait for your flight, that's next level, DXB where ya at?
I need y'all to visit the world's worst airport. Would be interesting to see how it looks like
Just go to LAX 😂
My September 2023 , three hours transfer at Mexico City and 10 hours transit at Cancun, there's no place to sit at all except at airport price restaurant 😅
@@sharpasacueball LAX isn't honestly that bad. It's not amazing, but it's not anywhere near as bad as EWR and JFK are.
Thanks for sharing with us, much appreciation!
I agree! The best indeed!
I had to watch an ad for an ad for smart pass.
Great report!!! Thank you 😊
In Korea, concentration in the metropolitan area is a problem. So, the expansion of Daegu International Airport and Busan Gadeokdo New Airport are being promoted.
cleanest airport ever
Its a very very nice airport. Lacks lounges compared to others in the region, but i find it to be better than Singapore airport for quick transfers since there is no stupid carpet. Its also a lot brighter than the gloomy Singapore one.
My first and only time to transfer at Changi many many years ago, those mirrors confused me 😅 it was my first international flight to Melbourne via air Italia 😅
Lot of funds.welcoming nature and so much to shop in korea for traveller's. Electronics giant also samsung and LG and best fashion clothing
Happy Holidays Merry Christmas Travel Enjoy Life
How do I tag United, American, and Delta Airlines to this video? So they can take notes 😂
Why? This is about the airport, not Korean Airlines 🤔
Not those airlines responsibility.
, in the US the responsibilities of keeping the airport nice belongs to State's Government.
So, if the airport is in Miami, thus, you should bring the case with Florida state government.
So, the airport in America can indeed be nicer, if the state government aim it to be nice. But, unfortunately, airport to them is just cash cow.
Tell me you know nothing about airport without telling me you know nothing about it
Not only that but each terminal is a contract with a different company who are the ones that decide which stores and restaurants are housed within the terminal. So it’s possible to have an airport with multiple terminals being maintained by multiple contracted companies.
It's why I choose to fly foreign airlines whenever possible, vacation abroad!😅
Marvelous airport !
Just a breeze transferring airplane ✈ to Bangkok !
A Documentary that allowed me to learn a little about the capabilities that Incheon Airport (South Korea) has developed since its opening in 2001.
What is Smart Airport? Smart airport are facilities based on the use of intelligent systems such as sensors and devices configured for specific purposes in different areas in order to control, manage and plan their operations in a centralized digital environment.
One of the things I would like to see in aviation industry is the process of simply purchasing a airplane ticket and applying for an entry visa at the destination airport even if it is for a short stay.
Dear CNBC, I believe your editing team has overlooked and accidentally revealed the host's Singapore passport number at 3:03
Most likely that's what they did. Maybe from other airports too, they mentioned Doha , Changi, Tokyo This is how the American woman with hijab would be explained 😂😂😂
I thought so too 🧐
The world is going to end up being one giant Korea [ South ]😮.
As an American, our airports are laughably outdated and slow.
I love robots it easy helps customers service and older and information and brings them to USA 😊😊😊😊
Tom Bradley and JFK Intl Airport are also using facial recognition since few years ago.
Be mindful of some of the ATMs at Incheon which are not working 24/7 but only past 6:00AM, your card could get stuck inside.
If the tourists come from SEA Country, it is a different ball game.
I personally would not book my flights with only 45 minutes transit time. Anything can happen on the day so call me old-fashioned but I still leave at least 2 hours between flights.
Can CNBC please put in more effort to mask the reporter’s personal information…
LAX could learn a few things
I've flown through Incheon quite a bit. I lived in China for several years and it didn't take too long for me to grow to absolutely hate the Beijing and Shanghai airports, so I'd try to book through Incheon instead. When I traveled with my cats (three separate times) getting through airport security in China was super stressful, I'd always have to employ a mixture of fighting with them and pretending I didn't know Chinese to be able to get through. When I got to Incheon, their security workers acted just like any other developed nation's workers would - actually like they were sane. I would feel like getting down and kissing the ground when I got there. (However, the Korean Airlines flight was also stressful since they say that if your cat makes noise, they have to be stored in the overhead compartment, which can kill a small animal. Finally arriving in Incheon and then getting on the Delta flight was such a relief.)
North American airports have a long way to go!
Most ATMs at incheon are attached to the exchange booth which gives the same bad exchange rates.
I know it's a hub for travelers but the kid's area probably doesn't get that much traffic
So, they replaced humans with robots and since this is new, it’s cool. Makes sense :)
ICN is really much better than SIN?
The opposite of the TSA experience. America last in everything.
@8:53 Delta retired its 747 fleet for the second and final time in 2017, replacing the 747-400 with more compact and efficient, twin-engine aircraft.
Is this airport becoming mini-market for people how hate waiting
👌👏👍
Yes, even flying economy feels like flying first class
Think AI in the near future and human current reliability are pretty much the same with little differences, to me.
Was there today… Unexpected experience, the security was very ride 😢
What happened?
@@YoshiToshiSamYou
They gave him a "ride" in the airport electric buggy for free 😅
I have to say that all these things look great but I would take lower fares any day over more amusement. Airports are a means to an end.
The two are not mutually exclusive. You can have both a world class airport that offer premium amenities and carriers that offer low fares. Seoul Incheon airport has both flagship premium carriers with several low-cost and midrange airlines that have extensive route networks.
Well clearly you're not the target demographic. Long layovers are an inevitable part of travel from the US to Southeast Asia, and ICN has made it a point to make these layovers both efficient and enjoyable. So no, airports are only a means to an end if it is your origin/destination.
@@mrjinkoreaThat makes no sense. Premium amenities cost money which must come from somewhere and this is always the consumer since no company is willing to long term reduce their profit margins.
@jakobpeters6068i think the only exception is Emirates Dubai. Free Emirates restaurant buffet if your layover is over 5 hours, just show your boarding pass
This airport is publicly funded and doesn't affect your ticket prices.
The Smart Pass only works with Korean Passport only
Facial recognition?
Does that work for niqab-wearers?
I’ve been to all the top 4 airports they mentioned and the Singapore airport is still way ahead in terms of things to do.
Airports aren't a final destination. It's a transit place.
Airports aren't a final destination. It's a transit place.
Airports aren't a final destination. It's a transit place.
Ok cool I was just saying the Singapore airport is the nicest
And the destination was pretty sick too
5:08 Leave it to the American guy to misprounce Incheon. 🤦♂️
3:33 for the naming… Muslim names will always be wrong to them… the first time I went, when flying back, my name was “incorrect”. The second time, I checked all the documents and checked with customer service, when flying back, still “incorrect”…
역시 자네야
I didn’t find it that great or astonishing. When I had to check in for my flight with a South Korean airline, check in and TSA line took over 2 hours. We barely had any time to grab a bite to eat and there weren’t that many options at our terminal. However, the bibimbap we had to scarf down before boarding, was very decently priced and delicious.
singapore alr have face ID long ago
싱가폴 창이공항은 한국 현대건설에서 만들어준겁니다
참고하세요
Travelling from Liverpool or Manchester Airport in the U.K. to Dublin Airport in Ireland the customer service experience remains unattractive since 2010 because of airport security and other issues - plus with the growth of 15 mins smart cities and climate change, I don’t really expect to see any changes any time soon
I spent 1 hour in the queue for migration control, and the migration service staff also do not speak English. I disagree
They still have the best service.
why should they cater to English speakers ?
Queuing for 1hr at ICN? Never heard of.
Other Korean Airport is at Low Cost Carrier Terminal standard. They need to buck up if they want to host World Expo (Busan).
incheon airport was showing signs of wear when i was there one year ago
there was even linoleum on the floor in some areas
surprising to see it
they need to refurbish it and use natural stone and high class tiles everywhere
No.
😎I retired young before 30 to travel around the world.
I may visit Korea soon.
Who’s in Korea?
Must be nice coming from money much easier to make your own money that much faster
Try Japan Cherry 🌸 blossom festival starting in March from the southern part then continue on to the north in April
Incheon Airport makes LAX look like a crumbling ghetto
To be honest anything makes LAX look like a ghetto at this point
Actually my experience at terminal 1 in November was very disappointing. There were many flight still departing at late night hours between 10 pm to 1 am, but all food places were shut down by 10 pm and some vendors even rudely refused to service people before 10 pm, even if there were practically begging as they had to wait another 2-4 hours. It was truly NOT expected at such “excellent” airport. Duty free shops and cosmetics were somehow open late. Very disappointed.
CDG as the 5th best airport in the world?! lol
Worth mentioning Mexico City airport.... YOU would be surprised how bad it is....
How much did CNBC charge Incheon Airport for this long form advertisement?
It's just about introducing one of the most developed countries in Asia, and it's hard to see this as an advertisement
I'd prefer to talk to an actual person.
Robots are so cold and scary
and what do PEOPLE DO if ROBOTS do everything ??
Enjoy life go on life adventure do whole life study on there favorite subject or just play sport and so on things left which ate beyond work ! Money is only exist bcz we currently need people's to do dirty work 😂
แต่ ตม. 🌚
The worst airport is Paris Charles de Gaulle
A Muslim lady in South Korea 🇰🇷
😱 This is what is truly unique about this video 🤪
She’s Singaporean…
I just like her haha.
In my country,most of airport staff are starring and looking for to scam people.
haneda airport is a joke
Why would you ever fly with an airliner of a MM country
Airport train service ends early, so if you land in the evening you need to take a bus, and the busses are confusing and infrequent.
What are talking about? The first train departs at 05:25 (terminal 1) and 05:18 (terminal 2) and the last train departs at 23:39 (terminal 1) and 23:32 (terminal 2). The trains leave at only 5 or 6 minute intervals. And the bus system at the airport is extremely convenient. I think you've never been to the Incheon airport. I have traveled to many countries, there is no airport that has more convenient transportation system than the Incheon airport.
@@jclulu3942There are a few trolls trying to disparage the airport with lies.
Obviously you've never been to ICN and lying.
Funny how Americans will dump on their airports (and president, health care, etc), but in some cultures, even mild criticism is considered a grave offense. Oh well.
@@xyz-uw3ps Lying or misinforming is not criticism.
It may be smart but removing people from workforce will create problems in future.
🤷🏽♂️ japan and korea is example of technological marvel but this tech whoukd cause chaos