What next for award winning Incheon International Airport? Mark Chivers reports.
Focused on customer satisfaction, the Incheon concept is founded on safety and security but moves beyond that into a series of seamless passenger processes. The goal is to expedite and simplify arrival and departure procedures, each element being carefully monitored to ensure success.
Currently, Incheon aims to have 95% of departure procedures taking under 45 minutes and never more than 60 minutes. Check-in should be a 15-minute maximum, security clearance no more than 10 minutes and immigration formalities around 15 minutes.
Arrival processes are similarly streamlined, this time with the goal of having 95% of passengers clearing the airport in under 40 minutes.
It’s clearly a strategy that works. The OAG World’s Best Airport award in 2007 is just one of many accolades heaped on Incheon. It was also honoured with Best Airport in Asia-Pacific and Best Airport (25-40mppa), while also earning the Airport People Award for the Asia-Pacific region.
Moreover, Incheon enjoys a five-star ranking from Skytrax, putting it on a par with the world-renowned gateways of Hong Kong and Singapore.
Using advanced Information, biotechnology and an expert staff promises further kudos in the years ahead. The ‘U-Immigration’ system has already dramatically shortened arrival processes, eliminated departure cards for Korean nationals, and streamlined procedures for both departing and arriving group passengers.
Complementing this is the Korea Immigration Smart Service (KISS), which ensures prompt deployment of passport inspection teams to keep things flowing smoothly during traffic peaks.
Certainly, Incheon needs to do whatever it can to drive rising passenger numbers efficiently through its facilities. Full-year 2007 traffic was up 10% while the first six months of 2008 has seen a further 2.5% increase.
Home carrier Korean Air is performing well, underpinning the boom, despite posting its first loss in five years during the second quarter of 2008. The carrier indeed views the loss as a temporary set back and remains extremely positive about future growth, particularly in the international market.
Likewise, Asiana is posting some strong numbers and has aggressive expansion plans. With a number of Korean low-cost carriers also in the offing, traffic appears to be heading in one direction only – despite the turmoil being experienced in other global markets.
The only cloud on the horizon is the dispute over the extent to which the market should be liberalised. A number of Korean carriers are leading a protectionist argument that has already stalled the launch of low-cost carrier (LCC) Incheon-Tiger Airways – a joint venture between the Incheon city authorities and Singapore-based Tiger Airways – and which threatens to restrict the airport’s drive to maximise every available opportunity, at least in the short-term.
Of course, no matter how efficiently existing facilities are utilised, what is really needed to cope with growing numbers is extra space. And once gain operator, Incheon International Airport Corporation (IIAC), appears to be on top of things following the June 2008 completion of the second phase of the gateway’s development.
For the major upgrade includes a new 4,000 metre-long runway (16L/34R), additional 13-hectare cargo terminal area and a new passenger facility – Concourse A.
As a result the airport can now handle 44 million passengers, 4.5 million tonnes of cargo and 410,000 flights passengers per annum – the latter figure representing a hefty 70% increase on the previous limit of 240,000.
There is however no disputing that Concourse A is the real star of the show. Covering 16.5 hectares, it has 30 gates, 60 parking positions for passenger and cargo aircraft and Starline – an automated underground train shuttling the 870 metres between the passenger terminal and concourse.
Starline isn’t the only passenger-friendly amenity. Other facilities in the new concourse include Internet lounges, massage and saunas, a children’s playroom, storage lockers, transit hotel and a traditional Korean experience where visitors can learn about and make traditional Korean handicrafts.
“In addition, cultural art performances and mini classical music concerts are being held periodically to entertain visitors,” says an Incheon spokesman. “Furthermore, with the opening of the new concourse in June 2008, new services such as a movie and news lounge, information technology exhibition, museum and gym have been introduced.”
Despite the numerous attractions, Concourse A isn’t just about packing every square metre with retail. A great deal of consideration has gone into the architectural design of the building to ensure travellers enjoy a sense of well-being.
The design concept of Concourse A incorporates a harmony of traditional culture and cutting-edge technology, the aim being simplified passenger flow with an abundance of natural light.
“Airports are no longer places for mere transportation,” says IIAC’s new president and CEO, CW Lee. “Incheon International Airport is creating distinctive values that exceed customers' expectations by providing a wide spectrum of services in such areas as logistics, business, culture, shopping, leisure, and entertainment. Airports in the 21st century have a mission to pursue service excellence with artistic and functional facilities.”
The Phase 2 development helps Incheon to position itself as the most convenient airport in the region for connecting to more than 60 cities in Japan or China from the West. Time-efficient and streamlined transit is further helped by a lack of visa requirements and no double handling of baggage.
“IIAC will provide a hassle-free experience, with direct delivery of checked-in baggage to your final destination without additional immigration or customs procedures, exquisite duty free shopping and passenger-friendly service amenities, with the opening of Concourse A offering 30 additional gates for streamlined operations,” confirms Lee.
These proactive steps to attract transfer passengers will further Incheon’s aim of becoming a top five global air hub by 2010.
So what next for Incheon? IIAC’s master plan covering the next two phases of the airport’s development is currently being drafted, although no announcements are due any time soon.
What seems certain though is that additional concourses and even another fully equipped passenger terminal could be on the cards as IIAC aims for a 128-gate airport by 2020.
Together with four parallel runways it would enable Incheon to handle 100 million passengers a year and around seven million tonnes of cargo.
CW Lee is certainly confident that Incheon International Airport will maintain its industry-leading position in customer service.
“With our second-phase grand opening, Incheon International Airport will show the world a whole new paradigm in airports, and we will earn the highest praise from our customers,” he says.
Asia-Pacific Airports 2008 Issue 3
