Korean Air to strengthen customer service in post-COVID era

Renowned German sommelier Marc Almert, second from left in the back, and Korean Air flight attendants introduce new wine selections offered to passengers at a hotel in Seoul, in this 2022 file photo. Courtesy of Korean Air

By Kim Jae-heun

Korean Air is enhancing customer service to offer distinctive content on flights and collaborate with other industries, in line with surging travel demand following the COVID-19 pandemic, the company announced Wednesday.

Since June, the airline has been providing an in-flight Wi-Fi service for international flights. Initially available on Boeing 737-8 aircraft operating international routes, the company plans to expand internet access to various models such as the Airbus A321neo and Boeing 787, gradually implementing it on all planes for international travel.

Additionally, Korean Air now offers exclusive Korean food menus on flights. Since March, the company has developed and introduced a Korean-style vegetarian menu featuring seasonal ingredients, along with 52 new wine selections in collaboration with renowned German sommelier Marc Almert.

The airline has also enhanced the customer experience for passengers traveling in the Prestige class on international routes. They introduced an in-flight meal pre-order service and modernized passenger seats for added convenience. The Prestige seats on the Airbus A321neo model are bed-type seats that recline 180 degrees, providing a comfortable resting experience. This marks the first introduction of such seats among domestic airlines.

To modernize its aircraft lineup, Korean Air plans to introduce a total of 30 A321neo planes by 2027, as well as 90 other new models, including 10 Boeing 787-9s, 20 Boeing 787-10s and 30 Boeing 737-8s, by 2028.

Furthermore, Korean Air has implemented smarter baggage check-in services for its passengers. In February, the company introduced its Self Bag Drop service at Busan Gimhae Airport for domestic flights, enabling customers to check their luggage quickly without assistance from airline staff.

"We plan to continue our efforts to strengthen customer service and firmly establish ourselves as a global airline leading the post-COVID era. Our aim is to consistently create a customer-centric experience that prioritizes our passengers," stated a Korean Air official.