Korean Air took first place in the air passenger transportation sector of the 2022 Global Customer Satisfaction Index (GCSI) awards. Hosted by the Global Management Association(GMA), the GCSI awards recognise the best Korean corporation in each category by evaluating customer satisfaction levels, global competitiveness and customer loyalty. In recognition of its efforts to enhance customer service, Korean Air has maintained its top rank for 18 consecutive years since 2005.
Throughout the COVID pandemic, the airline has been delivering the highest levels of hygiene and safety through various measures such as cabin disinfection, contactless check-in options, social distancing policies, and strengthening hygiene of inflight meals. Korean Air has not only restored its inflight experience to pre-COVID levels, but has also upgraded some services such as providing more options for inflight meals, desserts and beverages. In addition to the airline’s signature Korean dish, bibimbap, new seasonal Korean dishes such as bulgogi rice with acorn jelly in cold broth and spicy noodles are being offered.
The airline continuously works to improve customer services through IT investment and innovation. It launched a full-scale digitalisation of travel documents; automated entry at airport lounges; introduced a baggage loading notification service that notifies passengers when their checked baggage has been loaded on their flight; and opened chatbot services where customers can ask questions on their smartphone.
Korean Air is also actively engaging in ESG management. The airline continues to introduce highly efficient and eco-friendly aircraft, and as part of its efforts to reduce carbon emissions, it became the first Korean airline to introduce sustainable aviation fuel, which can reduce a flight’s carbon emissions by up to 80 percent.
Korean Air has been recognised by various bodies for its comprehensive efforts to improve customer service. The airline was named 2021 Airline of the Year by Air Transport World and it also received the highest rating in Korea’s Ministry of Land, Infrastructure and Transport’s “2021 Air Traffic Service Evaluation” for customer satisfaction, on-time operation, and safety.