Korean Air Ranks No. 1 in NCSI Full-Service Carrier Category for Fourth Consecutive Year

High marks across key evaluation categories
Starlink rollout and lounge renovations
Organizational culture alignment ahead of integrated launch

Korean Air has been recognized for improving service quality across all customer touchpoints, including onboard and at airports.

Korean Air ranked No. 1 in the full-service carrier (FSC) category for the fourth consecutive year in the National Customer Satisfaction Index (NCSI) survey organized by the Korea Productivity Center. At the certification ceremony held at The Grand Lotte Seoul in Jung District, Seoul, on the morning of the 11th, Korean Air officials pose for a commemorative photo. They include Choi Jeongho, Executive Vice President of Sales (center); Seo Youngju, Head of Customer Service (second from right); and Min Gyeongmo, Deputy Head of Communications (far right). Korean Air

Korean Air said on November 11 that it ranked No. 1 in the Full-Service Carrier (FSC) category for the fourth consecutive year in the National Customer Satisfaction Index (NCSI) survey conducted by the Korea Productivity Center. The certification ceremony was held that morning at The Grand Lotte Seoul in Jung District, Seoul.

The NCSI measures satisfaction among customers who have directly used a product or service and serves as an indicator of a company's customer satisfaction levels. Recognized for continuously improving its services based on customer feedback and working to enhance the customer experience, Korean Air ranked No. 1 for four consecutive years, from 2023 through 2026.

This year's survey covered major domestic and international full-service carriers. A total of 1,250 customers participated, with 250 surveyed for each company. Participants were customers aged 20 to 59 who had used the airline in question at least twice in the past six months.

Korean Air received high scores across major evaluation categories, including customer satisfaction at 81 points, customer-perceived quality at 82 points, customer expectations at 81 points, and customer-perceived value at 80 points. In particular, its customer-perceived quality score rose from the previous year, reflecting positive assessments of the service quality customers experienced firsthand.

Korean Air is focused on improving service quality across all customer touchpoints, including onboard services, airport facilities, and digital services. Last year, it announced its new corporate value system, "KE Way," reaffirming its commitment to contributing to society based on the values embodied in its founding principle of serving the nation through transportation. It also strengthened its brand identity by introducing a new corporate identity (CI) and aircraft livery, laying the groundwork for a consistent customer experience.

The airline is also continuously improving its onboard services. It has diversified its in-flight meal menus and refreshed its tableware, bedding, and amenities to make travel more convenient for customers. In addition, it is introducing Starlink-based in-flight Wi-Fi to provide an environment where passengers can conveniently work and enjoy leisure activities while onboard.

Korean Air is also continuing to improve the airport customer experience. It has renovated its lounges at Incheon International Airport and Los Angeles International Airport in the United States to provide spaces for passengers to relax. It is also working with Delta Air Lines to expand the routes covered by its automatic baggage transfer service, reducing inconvenience during transfers and making travel more convenient.

Korean Air is pursuing system integration, employee training, and organizational culture alignment to ensure it can continue providing safe, reliable operations and services after the launch of the integrated Korean Air on December 17, 2026. The company plans to continue prioritizing safety and strengthening its service competitiveness to improve customer satisfaction.

A Korean Air representative said, "We are very pleased and honored to have ranked No. 1 in the NCSI for four consecutive years. We will continue to do our utmost to become the world's most beloved airline through absolute operational safety and differentiated services."

This content was produced with the assistance of AI translation services.