Airports Council International (ACI) World announced the winners of the 2017 Airport Service Quality (ASQ) Awards. In 2017, over half of the world’s 7.7 billion travelers passed through an ASQ airport. Sheremetyevo International Airport is recognized as Europe’s best airport in the 25-40 million-passenger category. Sheremetyevo also strengthened its positions in similar category by pax flow among the best world airports.

CEO of JSC “Sheremetyevo International Airport” Mikhail Vasilenko emphasized: “Acknowledgement and strengthening of our leading positions in the authoritative world rating are the result of the implementation of the Long-Term Development Programme, aimed at a large-scale modernization of the airport and doubling of passenger traffic within ten years. The commissioning of a new terminal, an interterminal passage and a third runway by the 2018 FIFA World Cup will provide us with the necessary opportunities for further growth in passenger traffic and improving the quality of passenger service”.

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. 74% of the world’s top 100 busiest airports are part of the ASQ network that delivers 600,000 individual surveys per year in 42 languages in 84 countries. The programme served 343 airports in 2017. The programme measures passengers’ views of 34 key performance indicators, including accessibility, luggage and passenger check-in, security, staff courtesy, stores and restaurants, airport ambience and passenger’s navigation.

Sheremetyevo achieves the high quality of service for passengers by constant development of infrastructure, effective quality management system and implementation of innovative technologies, solutions and services. So, in 2017, Sheremetyevo was the first among airports in Russia to receive the China Friendly certificate. Sheremetyevo also launched the loyalty program SVO Club and channels of round-the-clock information support for passengers in popular messengers. For passengers’ convenience a single parking zone with flexible tariffs was created. In 2017, Sheremetyevo Airport continued active development of the barrier-free environment by creating a specialized infrastructure and launching of services for low-mobility passengers.

Best Airport by Size and Region

Europe 2–5 million passengers per year 5–15 million passengers per year 15–25 million passengers per year 25–40 million passengers per year Over 40 million passengers per year

Newcastle (NCL) Sochi (AER) Athens (ATH) Moscow Sheremetyevo (SVO) Rome Fiumicino (FCO)

Sheremetyevo also placed among top 3 in Europe in over 2 million passengers per year category.

Best Airport by Region (over 2 million passengers per year)

First place Sochi (AER)

Second place (tie) Moscow Sheremetyevo (SVO) Malta (MLA) Porto (OPO)

Third place (tie) Rome Fiumicino (FCO) Zurich (ZRH)

“Objective measurement and benchmarking are critical in driving performance in any business especially in such a competitive and dynamic one as an airport,” said Angela Gittens, Director General, ACI World. “These winning airports have dedicated themselves to delivering a stellar customer experience. ACI World proudly recognizes the accomplishments of all airports in the global ASQ network. I look forward to celebrating with them in September.”

The ASQ Awards Ceremony will be held during the inaugural ACI Customer Excellence Global Summit, to be held in Halifax, Nova Scotia, Canada from 10–13 September 2018, hosted by Halifax International Airport Authority.