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Sheremetyevo Airport recruits “agents,” with a mission of quality improvement

Sheremetyevo Airport recruits “agents,” with a mission of quality improvement

Sheremetyevo International Airport started receiving applications for individual’s participation in the annual Mystery Passenger 2014 Program. This program is designed to test the quality of services rendered by Sheremetyevo Airport in the categories used to evaluate the quality of airports worldwide (ASQ), conducted by the Airport Council International (ACI).

Until April 1, 2014, each air traveler over 18 years of age is invited to become a “secret agent”, personally contributing to the development of Sheremetyevo Airport. At the end of the year, the most active participants in the Mystery Passenger 2014 Program, those that have filled out and sent-in at least 25 checklists, will be awarded.

Program Description: Passengers who frequently fly via Sheremetyevo Airport register for the program and fill out a checklist after each flight via Sheremetyevo Airport. In filling out these questionnaires, “mystery passengers” do not only assess quality of services provided at the airport in specified categories, but also report on any deficiencies they notice, indicating possible improvements and giving recommendations. This information is considered extremely important and is communicated to the corresponding subdivisions and partner organizations for efficient corrective measures to be put into place in order to enhance the level of airport services and raise comfort for passengers and guests staying at the airport.

To register as a survey participant, please complete the application form on the Sheremetyevo International Airport website at www.svo.aero, to be found in the “Mystery Passenger 2014” section, and mail it to mp@svo.aero. After registering, the program participant will fill out a checklist after each flight via Sheremetyevo International Airport (departure or arrival), and send it to the email address indicated in the registration receipt along with a copy of a boarding pass.

With each passing year, the program becomes more important, attracting an increasing number of active passengers. In 2013, the 151st “mystery passenger” was registered; and the program also included 73 passengers with reduced mobility. That year, 740 questionnaires were received and handled. Participants’ considerably increased their commitment, with more than two times the number of submitted questionnaires registered as compared to the results from 2012. The most active participants managed to take more than 25 flights during this period; each time, they assessed service quality and compared it with their previous experiences. The general satisfaction level (an average value for terminals in 2013) increased from 4.0 to 4.2 points (out of 5 points). Passengers with reduced mobility evaluated the quality of services provided to them at an average of 4.7 points.

Following the results of 2013, sixteen “mystery passengers,” who took the most active part in the Program, received commemorative diplomas from the airport for their contribution to the perfection of client services at Sheremetyevo Airport, along with special cards for free use of Sheremetyevo business lounges in 2014. Seven more participants received gifts and souvenirs from Sheremetyevo Airport.

Sheremetyevo International Airport launched the Mystery Passenger Program on February 11th, 2010. Since then, it has become an important tool for improving the quality of services rendered at Sheremetyevo Airport. This annual program, under which passengers assess the level of service quality at Sheremetyevo Airport, is targeted at improving quality to meet the standards of the world’s best airport services, as well as fully meeting the expectations of Sheremetyevo Airport clients.

InВ 2012, Sheremetyevo was recognized the best European airport inВ terms ofВ service quality, according toВ the results ofВ the Airport Service Quality (ASQ) international assessment program ofВ the Airport Council International (ACI).

Public Relations Center

Sheremetyevo International Airport

Phone: (495) 578-85-85, (495) 578-20-73

Fax (495) 232-65-48

www.svo.aero



Date modified: 10.02.2014

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