Pulkovo Airport Recognized as Best in Service - RUSSIAN AVIATION

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Pulkovo Airport Recognized as Best in Service

Russian Aviaton » Wednesday December 4, 2024 20:26 MSK

he Northern Capital Gateway Company received the Grand Prix of the Customer Experience Award 2024 RBC Petersburg research prize for three projects at once. It is aimed at identifying and popularizing technologies and projects in the field of customer service with justified efficiency, implemented by companies or enterprises in the North-West region.

The expert jury noted the projects "Potok" within the track "Best customer-centric strategies", "0 complaints from airlines" in the track "Partnership models and creation of alliances in the field of service" and the third - the premium service project at Pulkovo Airport within the track "Working with loyalty clubs and customer communities".

"Potok" is aimed at reducing the time of pre-flight service from 1.5 hours to 30 minutes. This became possible thanks to initiatives to create a seamless environment at the airport, including the opening of a center for managing passenger and transport flows and the launch of a system for entering the airport without a parking ticket.

The goal of the "0 Complaints" project is to improve the quality of work with feedback from airlines. As a result, over the year the number of positive reviews from carriers increased 30 times, and negative ones decreased 5 times.

The best example of partnership was recognized as the cooperation of Pulkovo Airport with the MILE ON AIR service, which includes access to business lounges and Fast Line - the option made it possible to reduce the pre-flight service time for loyalty program participants by 13 minutes and improve the quality of service.

In total, 71 applications were submitted for the Customer Experience Award 2024 across nine tracks, of which 42 cases were shortlisted for the award. The selected winning cases were noted by the jury as a step forward for the market in the area of communication systems, IT products, and employee training.

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