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Moscow Sheremetyevo wins Airport Service Quality award

Moscow Sheremetyevo wins Airport Service Quality award
20 Feb 2014

In the 2013 Airport Service Quality (ASQ) Awards, the title of Best in Europe has gone to Moscow's Sheremetyevo Airport. 

The Russian hub bested Zurich, Porto, Keflavik and Malta airports to take the award, which is based on passenger surveys conducted by Airports Council International (ACI), global trade representative of the industry, at 285 airports worldwide. The questionnaire accounts for 34 key service indicators and is used to gain customers' immediate appraisals of their experiences at the gate. 

The other regional winners were Cape Town (Africa), Seoul Incheon (Asia-Pacific), Guayaquil (Latin America-Caribbean), Abu Dhabi (Middle East) and Indianapolis (North America).

Awards were also announced by ACI in the categories of Best Airport by Size, Best Small Airport and Best Improvement.

In the Best Airport by Size rankings, Changchun in China took first place in the 2-5m passengers per year category. The other winners were Haikou in China (5-15m), Seoul Gimpo in Korea (15-25m), Seoul Incheon in Korea (25-40m) and Singapore (40m+).

The regional winners for Best Small Airport with fewer than 2m passengers were Upington (Africa), Skopje (Europe), Quebec City (North America), Mazatlan (Latin America-Caribbean) and Langkawi (Asia-Pacific).

Finally, the Best Improvement gongs went to East London (Africa), Kolkata (Asia-Pacific), Gothenburg (Europe), Nassau (Latin America-Caribbean), Amman (Middle East) and San Antonio (North America).

As well as failing to win an award, British airports did not make any of the top fives in the European categories.

'The ASQ Survey is a tool that provides data that enables airports to identify what their passengers value most and what the airport community needs to do to achieve excellence in customer service,' commented Angela Gittens, ACI world director-general.

'The results over time demonstrate that airports are paying close attention to the feedback from their passengers.'

Winning airports will receive their awards at the 2014 ACI Asia-Pacific/World Annual Congress and Exhibition 2014 taking place in Seoul from 26 to 28 May.


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