Pulkovo Airport achieves first place in passenger satisfaction survey

For the first quarter of 2020, Pulkovo Airport has been ranked number one in Europe in terms of passenger service satisfaction.

ACI’s ASQ survey shows Pulkovo Airport leading the way in passenger satisfaction; ahead of 113 other airports in Europe.

Leonid Sergeev, CEO of Pulkovo Airport operator Northern Capital Gateway, said: “Pulkovo’s leading position in the European ACI ASQ ranking is a well-deserved achievement and the result of work of approximately 2,000 airport employees who continuously provide passengers with comfort at all stages of service.

“We have systematically worked to increase our positions in the ASQ ranking; improving airport service and technological processes in accordance with the best world standards, introducing new services and conducting internal professional contests. The 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.”

Pulkovo Airport came first in 33 out of 34 categories. These included: Check-in waiting time, efficiency and courtesy of check-in staff, thoroughness of inspection, ease of wayfinding, airport ambience, terminal cleanliness, availability of washrooms, comfort of waiting/gate areas, business lounges, shopping and eating facilities, Wi-Fi and parking.

Each airport that participates in the ASQ programme 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.