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March 8, 2017

Sochi International Airport wins best airport title for high-quality passenger services

Russia's Sochi International Airport has been named the best airport for its passenger services across three categories in an international study conducted by Airport Service Quality (ASQ) and Airports Council International (ACI).

By Lopamudra Roy

Russia's Sochi International Airport has been named the best airport for its passenger services across three categories in an international study conducted by Airport Service Quality (ASQ) and Airports Council International (ACI).

Sochi was recognised as the best airport with passenger flow of two to five million, the best regional airport with passenger flow of two to five million, and the best regional airport with a passenger flow of more than two million.

Basel Aero CEO Leonid Sergeev said: “In 2016, Sochi International Airport relied on the improvement of the service quality and technology development. One of the main tasks for us is the development of self-check-in in the airport, which aims to reduce queues at the check-in area.

“Thus, the number of self-checked passengers reached 30% of total passenger flow. Moreover, one of the major projects in the field of service quality improvement is service blue printing, which involves the development of behaviour and communication standards for employees during their interaction with passenger; skill training developed in terms of clients’ expectations and desired feeling of service when visiting the airport.”

As part of the study in 2016, a survey of departing passengers was also initiated on the quality of service at Sochi International Airport.

“One of the main tasks for us is the development of self-check-in in the airport, which aims to reduce queues at the check-in area."

The study was attended by 600,000 travellers in more than 284 airports worldwide, with 84 countries evaluating 34 major service characteristics, including check-in, navigation, access to the airport, safety, staff’s politeness, canteens and stores, and atmosphere at the airport.

The study revealed that Sochi International Airport scored highly as a result of its renovation works in 2016.

In August 2016, the airport registered more than 30,000 passenger numbers every day, while on 1 December, the airport served the five millionth passenger from the beginning of the same year.

Sochi International Airport also reported that it had handled a record number of business aviation aircraft every day in July 2016.


Image: Sochi International Airport in Russia. Photo: courtesy of Basel Aero.

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