Incheon International Airport Corporation’s Fast Travel program is elevating the customer experience and optimising efficiency, with the aim of providing seamless hands-free travel throughout the whole journey. In the Premium Conference at FTE APEX Asia Expo, taking place in Singapore on 19-20 November 2024, Incheon International Airport Corporation’s Soonil Hwang, Deputy Director, Fast Travel Team, and Jeong-ju An, Manager of Fast Travel Team, will deliver a joint presentation on the Fast Travel program. Here, Soonil Hwang shares how Incheon has analysed the demands of customers and drawn a “Journey Map” to help transform CX.
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“We identified how values like ‘Time’, ‘Convenient Journey’, and ‘Easy’ elevate the customer experience,” Hwang explains. “Therefore, the Fast Travel Team at Incheon Airport has installed self-service check-in and bag drop, as well as automated and biometric-enabled e-gates. Future plans include connecting separated services in order to facilitate truly seamless hands-free travel with ‘One ID’ by cooperating with other airports and industry stakeholders.”
Incheon has identified robotics and Artificial Intelligence (AI) technologies as key to enhancing the passenger experience and optimising operational efficiency. It has cooperated with startups and other relevant organisations to conduct Proof of Concepts in the areas of robotics and AI. “As of now, we are in the process of making a decision on which areas, or fields, would be suitable for launching as official services,” says Hwang. “For instance, ‘AI humans’ will be stationed at the information desk in the airport, helping with passenger wayfinding and providing relevant information about the airport.”
Looking ahead, Hwang is eager to participate at FTE APEX Asia Expo. “This is my second participation at the event, which contributes to knowledge-sharing, as well as the skills and experience of aviation industry members. I am so excited to come back to FTE APEX Asia Expo and am looking forward to meeting and sharing experiences with the participants in Singapore.”
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