Korean Air took first place in the air passenger transport service sector at the 2019 Global Customer Satisfaction Index (GCSI) awards, sponsored by Japan Management Association Consulting (JMAC). This is the 15th consecutive year Korean Air has topped the list.
GCSI is an index, established by multi-cultural consulting group JMAC, to measure customer satisfaction levels. The group compiles and evaluates customer satisfaction factors, customer values and global competitiveness as criteria to select the best corporation each year.
Korean Air’s continuous efforts to provide high quality airport and in-flight service, introduce eco-friendly aircraft and develop intensive global networks have been recognized as the best by the industry since 2005.
Korean Air strives continuously to strengthen its customer service through network developments. In May 2018, Korean Air launched a joint venture partnership with Delta Air Lines to offer customers world-class travel benefits in the trans-Pacific market. As a result of the partnership, Korean Air has expanded its codeshares with Delta to connect 290 cities in the U.S and more than 80 cities in Asia. The combined network and schedules provide customers with increased flight choices. Korean Air also launched new scheduled flights between Incheon and Boston in April 2019, offering more options to customers travelling to the U.S.
The successful cooperation has led to seamless services and enhanced customer benefits such as decreased transit time between the two airlines, co-location of lounges and check-in counters. The partnership resulted in 3% increase of passengers on American routes and 18% increase of passengers transferring at Incheon International Airport arriving from or heading to the U.S. compared with the previous year.
Meanwhile, the airline has been constantly introducing new highly-efficient and eco-friendly aircraft, such as the Boeing 787-9 and Airbus 220-300. From 2021, Korean Air will introduce twenty Boeing 787-10s for the first time in Korea, in efforts to offer the utmost comfort for passengers.
A Korean Air spokesperson said: “As a leading global airline, the top priorities for Korean Air, after safety, are to create value and satisfy our customers’ demands. We always strive for service excellence and will adapt to change to the benefit of our passengers.”