Ja-Hwan Kang, CS Manager, Incheon International Airport, Korea

Speaker Biograghy: Ja Hwan Kang joined Incheon International Airport in 2008. He worked in the Strategy and Planning Team for four years, and in the Sustainability Team for three years. He is now Manager of the Customer Service Management Team, and one of the people responsible for Incheon Airport's global recognition for its excellent customer service. He is currently in charge of the customer service network.


Day 1 - 15 March
Session:
Customer Service & Passenger Experience


14:45 - 15:45 - PANEL DISCUSSION: Airport Service Quality (ASQ): tools to facilitate airport decision making
Synopsis: Panel Chair: Antoine Rostworowski, Director, Airport Customer Experience and Technology, ACI World, CANADA Airport Service Quality (ASQ) is a world-renowned and globally established global benchmarking programme measuring passengers' satisfaction while they are travelling through an airport. This data is a strong tool for airports to better prioritise projects, evaluate their impact, know what the most important aspects are for passengers and benchmark with other airports. This feedback provides the intelligence to make better decisions and optimise investments and initiatives. Why is it important to give a voice to passengers? What tools are available? How can ASQ help in assessing an airport's performance and help market it more successfully?

Audience will learn: