ACI is an international system for assessing passenger satisfaction with the quality of air harbor services. As part of the study, passenger surveys are conducted, which rate the airport on a scale from one to five according to 34 criteria. Among them: the quality of service at check-in and inspection, the state of the restrooms, lockers, restaurant service. In connection with the COVID-19 pandemic, this year's survey was supplemented by questions about hygiene and new health measures in the airport.
“ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world,” ACI World Director General Luis Felipe de Oliveira said. “This year more than any other, the awards recognize those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances.
For example, in 2020 the Sochi International Airport launched a system of self-check-in baggage. In combination with self-check-in for flights, the procedure allows you to minimize the time spent by passengers on the territory of the terminal and reduce the number of contacts during the pre-flight formalities. Sochi Airport organized its cleaning service, which increases the efficiency and quality of cleaning in the terminal. Changing the location of the information desk and improved navigation help passengers orient faster on the spot and, as a result, maintain a social distance in the terminal terminals. The airport also has thermal imagers that automatically measure the temperature of all passengers and guests at the entrance during the inspection of the terminal.
«In 2021, we will continue to follow the previously set course - not only to improve the quality of passenger service but also to develop innovative technologies», - said Sergey Filippov, Managing Director of Sochi International Airport.
Sochi International Airport has been participating in the ASQ ACI rating since 2015. In February 2021 it was included in the Voice of the Customer list as one of the most active in the implementation of the passenger service quality research program in the context of the COVID-19 pandemic.
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