The video explores how Incheon Airport in Seoul is using smart technology to significantly enhance the passenger experience, aiming to transform the airport into a destination in itself. Ranked as the fourth-best airport in the world by Skytrax in 2023, the airport integrates innovative solutions like facial recognition and unmanned service robots to streamline processes such as check-ins and cargo transport. The focus is on improving customer service and adapting to post-pandemic travel demands, with plans to further introduce artificial intelligence and big data to create more efficient travel experiences by 2027.

There is a growing trend among airports worldwide to implement smart technologies aimed at reducing the reliance on traditional passports and boarding passes. Incheon Airport has already implemented a paperless facial recognition system called ICN Smartpass, which has been adopted by thousands of passengers. While the digitalization process does face challenges, its goal is to enhance aviation security and efficiency. The airport is also increasing its cultural appeal by offering free activities for travelers with layovers, thus serving as a gateway not just for travel, but also for cultural experiences such as the opportunity to dress in traditional Korean clothing.

Main takeaways from the video:

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Key Vocabularies and Common Phrases:

1. catalyst [ˈkætəlɪst] - (noun) - A person or thing that precipitates an event or change. - Synonyms: (stimulus, spark, impetus)

For him, the post pandemic era was the catalyst to drive a digital transformation.

2. digitalization [ˌdɪdʒɪtəlaɪˈzeɪʃ(ə)n] - (noun) - The adoption of digital technology to change a business model, providing new revenue and value-producing opportunities. - Synonyms: (computerization, automation, digitization)

Ultimately, digitalization of a whole airport still has its challenges.

3. precision [prɪˈsɪʒən] - (noun) - The quality, condition, or fact of being exact and accurate. - Synonyms: (accuracy, exactness, meticulousness)

Incheon Airport also has travelers with long layovers in mind, curating a different array of free experiences for different needs.

4. implement [ˈɪmplɪˌmɛnt] - (verb) - To put a plan, decision, or agreement into effect. - Synonyms: (execute, apply, enforce)

Incheon Airport Insoul is one of the first airports to implement a paperless facial recognition system at the departure check ins.

5. streamline [ˈstriːmlaɪn] - (verb) - To make (an organization or system) more efficient by employing faster or simpler working methods. - Synonyms: (simplify, rationalize, optimize)

The airport is finding innovative ways to enhance the passenger experience, streamlining processes such as check-ins and cargo transport.

6. facilitate [fəˈsɪlɪˌteɪt] - (verb) - To make an action or process easy or easier. - Synonyms: (ease, expedite, aid)

I hear that you are going to be expanding terminal two. What other projects are in the pipeline?

7. transform [trænsˈfɔrm] - (verb) - To make a marked change in the form, nature, or appearance of something. - Synonyms: (change, convert, revolutionize)

Incheon Airport in Seoul is part of a growing number of airports that are using smart technology to transform the way people fly

8. entice [ɪnˈtaɪs] - (verb) - To attract or tempt by offering pleasure or advantage. - Synonyms: (lure, allure, attract)

South Korea's k wave, also known as the halyu, has propelled the east asian country to be a top vacation spot before the pandemic.

9. infrastructure [ˈɪnfrəˌstrʌktʃər] - (noun) - The basic physical and organizational structures and facilities needed for the operation of a society or enterprise. - Synonyms: (framework, structure, foundation)

By 2027, we plan to apply artificial intelligence, unmanned robots, and big data to establish infrastructure for smart, convenient cargo transportation.

10. exceptional [ɪkˈsɛpʃənəl] - (adjective) - Unusual; not typical. - Synonyms: (extraordinary, remarkable, outstanding)

These measures are intended to enhance our internal aviation security. And this is not kind of systemic issues. Actually, we need to give the passengers more information about these kind of issues and exceptional cases.

Inside the airport with the worlds best customer service

Oh, robots delivering food and beverages to you right at the boarding gate as you wait. That's what this airport is doing. Incheon Airport in Seoul is part of a growing number of airports that are using smart technology to transform the way people fly. From departure check-ins using facial recognition to unmanned service robots, the airport is finding innovative ways to enhance the passenger experience.

Incheon was ranked by air transport research firm Skytrax as the fourth best airport in the world in 2023, just behind Haneda Airport in Tokyo, Hamet Airport in Doha, and Singapores Changi Airport. However, Incheon airport stood out for its customer service, according to the trade association of the Worlds Airports. So what does an airport that aims to be a destination look like?

South Korea's k wave, also known as the halyu, has propelled the East Asian country to be a top vacation spot before the pandemic. A record 17.5 million international tourists visited Korea in 2019, and a tourism recovery is well underway. In July 2023, more than 1 million people travelled to South Korea, which is an almost 300% increase compared to the previous year.

Hak Jae Lee is the CEO of Incheon Airport. He tells me that he doesn't see the airport as a mere means of transportation. That means Incheon airport needs to offer more things to see, be entertained with, and to eat. Basically satisfying human desires. For him, the post pandemic era was the catalyst to drive a digital transformation.

By 2027, we plan to apply artificial intelligence, unmanned robots, and big data to establish infrastructure for smart, convenient cargo transportation. We want to make our airport smart when it comes to the immigration process. For example, smartpass making check ins easier. This is made possible with just facial recognition. Our passport is about to be a thing of the past. Incheon Airport Insoul is one of the first airports to implement a paperless facial recognition system at the departure check ins.

ICN Smartpass is one ID that combines your passport, boarding pass, and your face. So right now, how many passengers are using this? Daily, 1500 people are using smartpass right now. Per a day. Until now, about 300,000 people registered their Smartpass IDs.

How do I get this going for myself? You can use it by registering the smartpass ID. With my passport uploaded, I was ready to try the smartpass. But scanning my boarding pass was a different story. I've tried multiple times. We went to the counter to change my boarding pass. They registered my name and my surname. Rongely the barcode that was given to me wasn't able to allow me to register a smartpass so I wouldn't be able to go through the smartpass.

Ultimately, digitalization of a whole airport still has its challenges. If the passport name and boarding pass name are different, the system recognize the boarding pass holder as someone else. These measures are intended to enhance our internal aviation security. And this is not kind of systemic issues. Actually, we need to give the passengers more information about these kind of issues and exceptional cases.

Incheon is not the only one applying cutting-edge tech to improve efficiency. More countries are also planning to roll out passport-free clearance for air travelers, reducing the boarding process to mere seconds. Other countries that have or are planning to forego the need to produce passports, tickets, and boarding passes multiple times include Singapore and the United Arab Emirates.

Many of the tourists arriving at Incheon airport are from China, but South Korea is hoping to boost visitor numbers from other regional markets, such as Japan, Southeast Asia, Europe, and the United States. My name is Jeff Muah. I'm the vice president for the Asia Pacific region at Delta Airlines, and I'm based here in Seoul.

He tells me that expansion to South Korea is key to United States based Delta, which is the largest airline in the world by revenue. Even as big as we are, we can't truly serve on a global basis without two things that are really important for us. One is a local airline that has a vast network and also a really strong focus on the customer, and then also a premier connecting facility. And that's exactly what we have here at Incheon.

It's really incredible to see that our joint venture with Korean Air is only five years old, and in that time we've been able to grow by over 40%. In fact, we're bigger now than we were before the pandemic. We connect as a joint venture, 2000 passengers every day right here in Incheon.

Incheon Airport is so efficient that we can have a 45 minutes minimum connection time for travel, and airline speak. That is an incredible feature. Very few airlines or airports in the world can offer that. It's not just fast connection times. Incheon Airport also has travelers with long layovers in mind, curating a different array of free experiences for different needs.

Our target customers for these facilities and services are mainly from Southeast Asia and also USA-bound because that is the most largest market for us in terms of transport passengers. Because of the time differences and everything, Southeast Asian people are normally coming to the airport very early in the morning, like before 06:00, and then it's really hard for them to find any hotels outside or any shops or places that are open.

So what we do here is to provide them areas to relax and also other experiences during their transfer time so that they don't need to go out of the terminal. But it's not just within the airport, right? Office services outside as well? Yes, yes. Right. If you've got enough transfer time, like six to 8 hours, you may consider a transit tour program which is free of charge.

We provide free transportation and also a professional guide for you to take you to the center of the city like Seoul or Incheon or Gyeonggi area. So you're gonna dress a Korean dress, the hanbok? Exactly. So we don't have time to go sightseeing. So sightseeing is coming to me.

So trying on a hanbok is on the bucket list of a lot of people who visit South Korea. But here at the transit lounge in Incheon airport, you can do it for free and take pictures. Hak Jae tells me that customer service at Incheon doesn't only involve the airport staff, but all parties.

This has resulted in a wide range of experiences at the airport for the whole family, such as exhibitions and a kids play zone. The people who are involved in airport operations have created a service improvement committee. I hear that you are going to be expanding terminal two. What other projects are in the pipeline?

Instead of bringing your luggage to the airport, you can even send your luggage to the airport from home before going to the airport. When do you think that kind of service is going to be rolled out? I would say that in two to three years from now. Collaborations with K-pop artists are also in the works.

I hear you're the man to go to about anything Incheon, right? You've been here for how many years? Little more than 20 years. That means you've been here from the start of Incheon airport back in 2001, we had much fewer destinations. However, we changed a lot in terms of the passenger traffic.

We're looking at like the best airports in the world. A few names always come up, right? Route. Incheon is part of that list. But the names of Singapore, Changi, Doha, Hamet, Tokyo, Haneda are always at the top of the list.

Is there a rivalry that's going on between these airports? The aviation industry is more like network business means. Like there's a point of origin. There has to be a point of destination. The airports not in real competition. We collaborate and work together for the mutual growth.

It's not really about whether Incheon airport ranks first or second. But rather, I want Incheon Airport to be a model that sets a framework for the industry.

Innovation, Technology, Global, Smart Airports, South Korea Tourism, Airport Digitalization, Cnbc International