Pulkovo St. Airport wins ASQ award

Published: Tuesday, March 8, 2016

Pulkovo Saint Petersburg airport (Russia), operated by Northern Capital Gateway LLC (NCG), won the prestigious Airport Service Quality (ASQ) Award, as announced by Airports Council International (ACI) recently. Pulkovo airport was ranked Best in Europe in the 5-15 million passengers per year category, in 2015.

“We see ever-greater competition among airports and with it increasing pressure to optimize performance across the operation, especially when it comes to the passenger experience. Today’s airport managers must respond to the passenger’s demand and expectation for superior customer service. Your airport’s results in 2015 ASQ Survey demonstrate your professionalism, commitment and success in delivering that high level of customer service. Your airport is a credit to our industry, and I thank you and your team for this splendid achievement”, said Angela Gittens, Director General of ACI World, in her congratulatory letter to Pulkovo airport.

Throughout 2015, Pulkovo airport was ranked among the best European airports regarding overall passenger satisfaction in ASQ quarterly surveys. In the third – most intense – quarter of the year, Pulkovo airport became the leader of the ranking among more than 90 airports in Europe.

The ACI ASQ Survey is a unique, comprehensive global benchmarking program that measures passenger satisfaction and performance excellence of over 300 airports around the world. The Survey covers 34 key service areas and includes eight broad categories such as access, check-in, security, airport facilities, food and beverage, retail, wayfinding and overall satisfaction.

The ranking is based on surveys of passengers in the participating airports, which use all the same survey questions. The ACI experts form the survey sample plan for each airport in such a way that it includes passengers from all travel segments from flights on all 7 days of the week and all parts of the day. Participation in the Survey allows the airports to track and analyze their performance, as well as benchmark results against airports across the globe, prioritize improvement opportunities, and manage change effectively.

In 2015, passenger traffic at Saint Petersburg airport amounted to 13.5 million people, making Pulkovo the fourth airport in Russia. In 2015, the airport’s operator NCG completed Phase 1 of the airport reconstruction and development project. Phase 1 was implemented in 2010-2015 with a total investment of €1.2 billion. During that period, NCG constructed and commissioned a new international passenger terminal; fully refurbished the former domestic Pulkovo-1 terminal; modernized and expanded the airfield infrastructure; built a hotel and business center on the airport premises. The current capacity of the airport is 18 million passengers per year.

Airports Council International was founded in 1991. ACI represents airport interests with governments and international organizations such as ICAO, develops standards, policies and recommended practices for airports, and provides information and training opportunities to raise standards around the world.