Sheremetyevo was the best large airport in Europe in 2019, according to a survey by the Airport Council International’s (ACI) Airport Service Quality (ASQ) Programme. This is the second consecutive year that Sheremetyevo has led the survey in the category of airports serving more than 40 million passengers per year.
The award will be presented at the ASQ Awards ceremony in September as part of the third Global Summit of the Airport Council International (ACI) in Kraków, Poland.
Sheremetyevo Airport has consistently led the rating of the best airports in Europe in terms of quality of service since 2012, both across the continent as a whole and in categories corresponding to passenger traffic.
“The Airport Service Quality Awards represent the highest possible recognition for airport operators around the world and recognize excellence in customer experience,” ACI World Director General Angela Gittens said.
“Delivering a better customer experience is an important business strategy in an increasingly competitive airport industry.”
“ACI’s global ASQ programme is the only one that not only recognises excellence but also provides airports with objective measurement and benchmarking to help drive their performance.”
Sheremetyevo was awarded a number of prestigious Russian and international industry awards following the results in 2019 for success in infrastructure development, punctuality of flights and a high level of customer service.
Sheremetyevo International Airport is in the TOP-10 airport hubs of Europe, the largest Russian airport in terms of passenger and cargo transportation. In 2019, Sheremetyevo airport served 49.933 million passengers—an 8.9% increase over the 2018 figures. 2018 saw Sheremetyevo top the ASQ ACI program’s ranking for customer service among the largest airports in Europe whose passenger traffic exceeded 40 million per year and enter the list of the world’s best airports, ACI Director General’s Roll of Excellence. Sheremetyevo was recognized as the best airport in the world, according to an analytical study conducted by British company Stasher. Skytrax assigned the top rating of 5 stars to Sheremetyevo airport.
The ACI’s ASQ program recognized Sheremetyevo International Airport as Europe’s best airport in terms of passenger service quality in 2012 and 2013. In 2014, the airport came a strong second, and 2015 saw it back at the top. In 2016 and 2017, Sheremetyevo was named the best airport in Europe in the 25–40 million passenger category. In 2018, Sheremetyevo made it onto the list of the world’s best airports in the ACI Director General’s Roll of Excellence. As of the end of 2018, Sheremetyevo topped the ranking for passenger service among the largest airports in Europe with 40+ million passengers per year.
The ACI’s ASQ program is the only international initiative that surveys passengers at airports on the day of their flight. Every year, approximately 640,000 individual surveys in 47 languages are conducted in 91 countries as part of the program. The surveys cover 34 major customer service metrics, including airport accessibility, check-in and screening, restrooms, locker rooms, and catering services. Surveys at each airport are conducted using centralized software that feeds data to an industry-wide database and enables ACI to compare airports. Airports are ranked under several categories depending on their scale and location.