Hana Tour Wins ‘Hall of Fame’ for Consumer-Centered Management After Service Overhaul
Creatrip Team
3 months ago
Hana Tour received the Consumer-Centered Management (CCM) ‘Hall of Fame’ award and a commendation from the Fair Trade Commission for sustained consumer-focused practices. The company revamped its package tours with ‘Hana Pack 2.0’ to reduce negative perceptions of optional tours and shopping stops, and launched a ‘Guarantee Program’ to ensure promised services throughout trips. Customer satisfaction rose from 75.3 in 2019 to 85.4 in 2025, while compliance with the guarantee program increased from 84.75% to 97.15%. Hana Tour is also accelerating digital and AI adoption—introducing tools like an ‘AI Refund Calendar’ for real-time airfare refund fee checks and a multi-AI agent called H-AI for personalized support—to minimize service gaps. CCM is a national certification (administered by the Fair Trade Commission and Korea Consumer Agency) reviewed every three years; the ‘Hall of Fame’ is reserved for firms with over 12 consecutive years of certification.
