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 this video interview, following his participation at FTE APEX Asia Expo 2024, Soonil Hwang, Deputy Director, Fast Travel Team, Incheon International Airport Corporation, shares how Incheon has analysed the demands of customers and drawn a “Journey Map” to help transform CX, the airport’s exploration of robotics and Artificial Intelligence technologies, cooperation with startups, and more.

“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 …