Japan's Narita no longer world's best airport for staff service

By Hoang Phong April 13, 2025 | 07:40 pm PT

Security staff checks a passenger in the departure hall at Incheon international airport, west of Seoul, on March 17, 2020. Photo by AFP

South Korea's Incheon International Airport overtook Japan's Narita as world's best airport for staff service this year following a passenger satisfaction survey done by British air transport rating organization Skytrax.

It was followed by Singapore's Changi and Hong Kong International Airport.

Narita International Airport, which won the award last year, ranked fifth this year.

To compile the 2025 rankings, Skytrax conducted a survey assessing passengers' experiences across multiple factors, including quality of staff service (attitude, friendliness, efficiency) delivered across front-line positions at an airport. It includes staff working for customer help/info counters, immigration and security staff, shops, food and beverage outlets - all customer facing staff.

Located west of Incheon's city center, Incheon Airport is the main international airport serving Seoul, the capital of South Korea. It is also one of the largest and busiest airports in the world.

Known for its efficiency, modern facilities, and excellent service, the airport offers various services for passengers, including information desks, lost and found assistance, and electric cart services for those with reduced mobility.