Hana Tour has been ranked first in the travel agency sector of the '2026 Korean Service Quality Index (KS-SQI)' for the fifth consecutive year, organized by the Korean Standards Association (KSA).
The KS-SQI is a service quality evaluation model jointly developed by the KSA and the Seoul National University Business Research Institute in 2000. It is recognized for its credibility, based on in-depth survey data from actual customers.
In this evaluation, Hana Tour achieved the highest scores among surveyed travel agencies in key categories such as accuracy, professionalism, friendliness, proactivity, convenience, and appearance. Notably, the company received high marks in professionalism and convenience, driven by the success of its 'Hana Pack 2.0' and 'AI services.'
The Hana Pack 2.0, launched in November 2021 to celebrate Hana Tour's 28th anniversary, addresses the drawbacks of traditional package tours by excluding group shopping and including guide and driver fees. Since the launch of this product, Hana Tour's own customer satisfaction index (HCSI) has steadily increased from 77 points in 2019 to 87 points in the second quarter of 2026.
Improvements in convenience have been positively influenced by AI services. The introduction of the 'AI Refund Calendar,' which automatically informs customers of cancellation fees by airline, has led to a 52% reduction in related inquiries, contributing to enhanced operational efficiency and customer convenience.
A representative from Hana Tour stated, "Our efforts to reduce inconveniences and enhance convenience at key customer touchpoints have resulted in this fifth consecutive first-place ranking. We will continue to focus on offering customer-centered products and services."
* This article has been translated by AI.
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