Pulkovo Airport makes rapid rise to top airport service quality rankings

RUSSIA. Pulkovo International Airport has ranked first in an Airport Council International (ACI) survey listing passengers’ overall satisfaction with airport service quality in Europe.

The quarterly ASQ Survey, which is based on regular surveys of passengers at participating airports, put the St. Petersburg airport ahead of 95 other European airports for Q3 2015. It rates airports on a scale from one to five on 34 items covering specific service related topics and overall satisfaction with the airport.

In the third quarter, Pulkovo came first in a number of categories, including eating facilities, business/executive lounges and airport ambience, and was also in the top five for retail facilities.

Sergey Emdin, CEO of Northern Capital Gateway, the main operator for Pulkovo Airport, said: “In the beginning of 2015, we finished the first phase of the Pulkovo airport development project, including reopening the refurbished Pulkovo-1 building. The passengers’ high assessment of the new infrastructure led Pulkovo to rise in the ACI ASQ rating from the mid-teens to fourth place for Q2 2015.

“Having put into operation all the new facilities we are now focused on raising the quality of the service provided. We host regular staff trainings, conduct internal professional contests, and improve technological processes and procedures. It is due to that work that in Q3, the most intense quarter of the year, Pulkovo Airport St. Petersburg has reached first position in ACI’s overall passenger satisfaction rating.”

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