Customer Appreciation Event

Fixed-Wing

Since delivering the first KT-1 basic trainer in August 2000 and the first T-50 advanced trainer in December 2005, KAI has supplied a total of 427 aircraft, with 274 operating domestically and 153 in nine other countries (as of March 2025). For domestically operated aircraft, we have continued to support the stable operation of ROKAF aircraft even after delivery and warranty periods ended, beginning with the first logistics support agreement signed in 2014. Through follow-up technical support and Performance-Based Logistics (PBL) contracts, we have contributed to ongoing operational stability through 2025. Furthermore, with the revision of the logistics support agreement in September 2024, we are working to strengthen our ongoing cooperative relationship with the ROKAF.

Rotary-Wing

We engage with our rotary-wing aircraft operators through seasonal Voice of Customer (VOC) sessions and aviation safety support activities. In 2024, we provided aviation safety support to an expanding roster of operators—including the 206th Aviation Group (Q1), the National Fire Agency (Q2), the Busan Police Agency (Q3), and the Army Aviation School (Q4)— enabling stable aircraft operations while gathering valuable customer feedback.

Supporting Aviation Safety and Unit Development for Domestic Operating Bases

Since 2013, we have provided donations to the military bases that operate our fixed- and rotary-wing aircraft. This initiative was launched to strengthen communication with our operating customers and to support our armed forces personnel. In 2024, we donated a total of KRW 278 million to over 30 units.

Technical and Resource Support

In March, KAI provided extensive technical and resource support in response to major national wildfires. We contributed to firefighting efforts by dispatching on-site technical personnel, providing vehicles and materials, and offering maintenance and operational support for helicopters from the Korea Forest Service, the National Police Agency, and the military. Additionally, in response to the April incident in which a machine gun and fuel tank fell from a ROKAF KA-1 tactical airborne command aircraft, we are providing technical support for the investigation and are currently reviewing recurrence prevention measures to avoid future human error.

Customer Satisfaction Survey

Our Fixed-Wing and Rotary-Wing Customer Support Offices conduct an annual customer satisfaction survey to analyze our support activities and formulate improvement plans. The survey is administered to domestic fixed- and rotary-wing operating bases and logistics support personnel, following the guidelines of the Defense Agency for Technology and Quality. The 2024 survey yielded satisfaction scores of 89.9 for fixed-wing and 84.8 for rotarywing aircraft. We are leveraging these insights to drive targeted improvements and deliver enhanced service across our customer support, technical support, logistics, and quality assurance departments.

Customer Satisfaction Management System Certification

In September 2019, KAI became the first defense company in Korea to obtain ISO 10002 certification, establishing a systematic and effective process for handling customer complaints. We continue to pursue improved service quality and higher customer satisfaction through this framework. To achieve this certification, KAI documented and implemented a clear process for handling customer complaints. We transparently communicate the procedures for resolving any complaints that arise. We also collect and analyze customer feedback, using the data to drive service improvements. By responding with greater sensitivity to customer needs, KAI continues to enhance its brand image through positive interactions. The upcoming 2025 recertification for the ISO 10002 system, which occurs on a three-year cycle, represents a valuable opportunity to further enhance our company's competitiveness, and will have a significant impact on our long-term growth and development. We will continuously maintain our customer satisfaction management system to ensure we remain a company that always puts the customer first.