Vladivostok airport selects the best “Mystery passenger”
On 29 December 2016, Vladivostok International Airport (JSC “VIA”) summed up results of its “Mystery passenger-2016” and “Mystery shopper-2016” programs. More than 60 membership applications and some 40 reports have been received from mystery passengers during the past years. All participants who submitted at least six reports and most informative reports will be awarded with valuable gifts.
The airport implemented a number of suggestions made by mystery passengers in 2016: nappy changing rooms in the sterile zones of the passenger terminal, foldable nappy changing tables in public rest rooms, child restraint chairs, child stands in front of wash basins; play areas for children were improved; and drinking fountains will be provided in the sterile zones of the terminal in the near future. For convenience of navigation, an online passenger terminal map was posted on the company website and allows for search of required airport services by several clicks on this map.
- The contribution of our “secret agents” to improved quality of VIA’s services should not be left unmentioned. This program is an effective tool for feedback with our passengers and Vladivostok airport uses it to improve quality of provided services, take corrective actions and eliminate drawbacks as well as implement new trends based on passengers’ requests and needs, – says Igor Lukashin, JSC “VIA” General Director.
It should be reminded that the “Mystery Passenger” program was launched in Vladivostok airport in 2011. It had been developed for quality assessment purposes and its results provide a basis for recommendations and actions on improving quality of company services. 402 persons have become its participants during five years. In total, more than 460 questionnaires have been received and processed. The most informative reports under this program are regularly sent to respective airport’s business units and VIA’s lessees for taking effective measures on improving quality of airport services.
Vladivostok airport plans to continue its “Mystery Passenger” program in 2017 with its new terms and conditions to be announced in February 2017.
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JSC “Vladivostok International Airport” (JSC “VIA”) is one of the leading Far Eastern airports in terms of passenger traffic. In 2015 the airport served 1 million 698 thousand passengers. Route network of the airport includes over 40 destinations flights to which are performed by leading Russian and foreign air companies. The airport has been approved to receive all types of aircraft. Runway is equipped in compliance with ICAO II category. Comfort level of new terminal designed for 3.5 million passengers complies with IATA “C” level.