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ACI World: Vnukovo International Airport is one of the best in the world for the quality of service during a pandemic

8 february 2021

Today, February 8, Airports Council International (ACI World) announced the internationally renowned Airport Service Quality (ASQ) award winners, awarded for the quality of service for passengers at airports.

Last year was special. The unknown epidemic of coronavirus infection has become a global problem that has caused fear, anxiety, and uncertainty among the world's entire population. Heads of state and industry representatives have had to work hard to combat the spread of the Covid-19 pandemic. Therefore, this year's ASQ award is different from previous years and considers all the difficult conditions in which airports had to operate in 2020 and the results of "The Voice of the Customer", dedicated to gathering information of passengers' preferences regarding services provided during a pandemic. To qualify, an airport member must have collected three or more quarters of the data of 2020.

This year, 140 airports worldwide received the ASQ award. Vnukovo International Airport was included in the list of award winners. It was noted for the high overall level of passenger satisfaction, timely taken sanitary measures to prevent the spread of coronavirus infection, and ensuring its guests' safety and comfort and courtesy of the staff.

"ACI's ASQ program gives airports the tools, objective measurement and benchmarking, for airports to gather information on the needs and expectations of customers and help drive their performance in response," ACI World Director General Luis Felipe de Oliveira said.

The Airport Service Quality program is the world's leading airport customer experience measurement and benchmarking program. The ASQ Departures program measures passengers' satisfaction across 34 key performance indicators. More than half of the world's travelers pass through an ASQ airport.

Vnukovo International Airport is one of the largest air transport complexes in Russia. Annually, the airport serves about 200 thousand flights of Russian and foreign airlines. The airport's route network covers Russia and neighboring countries, Europe, America, Asia, and Africa. Vnukovo International Airport in 2019 broke a historical record and served over 24 million passengers, which is 11.7% or 2.5 million passengers more than in 2018.
Vnukovo airport complex, with a total area of about 300 thousand square meters, can provide a capacity of up to 35 million passengers per year.
Vnukovo International Airport, the only one among Russia's airports, received the award of the President of the Russian Federation V.V. Putin, for his labor success and highly professional performance.
In addition, Vnukovo airport, for three years in a row, was recognized as the best airport in the highest category "International Airport" of the national award "Air Gate of Russia" as part of the National Aviation Infrastructure Show NAIS.

Airports Council International (ACI), the trade association of the world's airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association, and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, customer-centric, and environmentally sustainable. As of January 2021, ACI serves 701 members, operating 1933 airports in 183 countries.

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