In Q1 2020, Pulkovo St. Petersburg Airport (Russia) ranked number one in Europe in passenger’s overall airport service satisfaction ranking. According to the results of the quarterly Airports Council International (ACI) ASQ survey, St. Petersburg airport outranked 113 other European airports listed.
Leonid Sergeev, CEO of Pulkovo Airport operator Northern Capital Gateway, noted:
“Pulkovo leading position in the European ACI ASQ ranking is a well-deserved achievement and the result of tremendous work of about 2000 airport employees continuously providing passengers with maximum comfort at all stages of service, even during the difficult pandemic times. We have systematically worked to increase our positions in the ASQ ranking, improved airport service and technological processes in accordance with the best world standards, introduced new services and conducted internal professional contests. We are glad we achieved our goals. Today, Pulkovo team continues to improve the comfort and quality of passenger service and intends to keep a leading position in the ACI ASQ rating for the next quarters.”
Along with the leading position in the overall satisfaction ranking, Pulkovo Airport came first in 33 out of 34 categories. Among them: check-in waiting time, efficiency and courtesy of check-in staff, thoroughness of inspection, ease of finding way, ambience of the airport, terminal cleanliness, availability of washrooms, comfort of waiting/gate areas, business lounges, shopping and eating facilities, Wi-Fi, parking.
The ACI ASQ survey is the world’s leading airport customer experience measurement and benchmarking programme. Each of the airports participating in the ASQ program has to follow individual plans and survey their passengers in accordance with the ACI’s rules and guidelines to get representative results. Based on the survey airports are ranked for each category of service, as well as in the overall ranking of passenger satisfaction.
Earlier, Pulkovo Airport became the winner of the ACI ASQ awards in the nominations “Best Airport in Europe” in the 15-25 million passengers per year category in 2019, “Best Improvement for Europe” in 2014 and “Best Airport in Europe” in the 5-15 million passengers per year category in 2015.