Sheremetyevo International Airport has been included in the Voice of the Customer International (ACI). This recognition is awarded to the world's most active airports in the 2021 Covid-19 Passenger Experience Survey (ASQ) program.
According to ACI experts, Sheremetyevo Airport has provided full-scale surveys of the ASQ program among passengers during 2021. Participation in the research program allowed the airport to obtain the most objective data on passenger satisfaction with the quality of service and promptly respond to customer ratings and wishes.
ACI World CEO Luis Felipe de Oliveira stressed in an official letter to MASH JSC: "The Voice of the Customer program marks those airports that, in the difficult conditions of the pandemic, continued to prioritize the needs of their passengers and tried to help them be heard. Sheremetyevo Airport has made considerable efforts to receive feedback fr om customers, which will make the passenger service process even more efficient and demonstrates exceptional customer orientation even in such a difficult period."
The General Director of JSC "MASH" Mikhail Vasilenko particularly noted: "The quality of passenger service is the most important priority in our work. The improvement of this activity should be carried out constantly, regardless of both the external circumstances limiting us, and, conversely, the growth of passenger traffic. And the most important resource for improving the quality of service is feedback from passengers, which we purposefully receive in various ways, including comprehensive ASQ ACI surveys. Thanks to this, Sheremetyevo has been a leader in the European quality rating for many years, and we will continue to do everything necessary to strengthen these positions."
In the conditions of intensive growth of passenger traffic during the phased restoration of air traffic Sheremetyevo maintained high standards of customer service, taking into account the implementation of strict anti-epidemic measures. Throughout 2021, the airport has implemented a number of new digital solutions and relevant services aimed, among other things, at protecting the health of passengers, guests and staff.
In 2021, Sheremetyevo International Airport ensured the implementation of comprehensive measures to maintain a safe environment:
- a point of public vaccination against coronavirus has been opened, 8 points of express PCR testing for COVID-19 are in operation;
- a number of digital solutions have been implemented for contactless efficient passenger service: automated passport control booths, self-service ticket offices, self-check-in kiosks and baggage drop-off;
- the innovative Russian air disinfection system "Stream" has been put into operation in the health centers of the airport, wh ere intensive reception is carried out;
- convenient and fast transfers are provided at all airport terminals;
- all airport employees involved in passenger service are provided with personal protective equipment;
- over 82% of Sheremetyevo Airport staff have completed a full course of coronavirus vaccination;
- in the passenger and staff service areas, there is a marking on the floor covering indicating a social distance of 1.5 meters;
- comprehensive passenger information is carried out using various communication channels;
- passengers and guests of the airport have constant access to antiseptics and can purchase masks and gloves.
ACI's Airport Service Quality (ASQ) provides airports with a 360-degree overview of customer service quality management through a unique set of solutions. ACI helps nearly 400 airports around the world to improve the quality of their customer service by providing Community members with data based on proven experience at other airports, marketing research, management and processing of customer experience.
The 2021 Voice of the Customer list includes airports that have shown significant activity in conducting surveys of passengers through the Airport Service Quality Survey (ASQ) program, which has allowed them to better understand the needs of their customers during the pandemic. To qualify, the airport had to collect data for 3 or more quarters of the year.
Sheremetyevo Airport is one of the TOP-5 hub airports in Europe, the largest Russian airport in terms of passenger and cargo traffic. At the end of 2021, the airport served 30 million 943 thousand passengers. Sheremetyevo is the best airport in Europe in terms of service quality, the leader in flight punctuality among the largest airports on the continent, and the holder of the highest 5-star Skytrax rating.
