Sheremetyevo won the ACI ASQ award for the first place in Europe in the 25-40 million-passenger category

Airports Council International (ACI) World announced the winners of the 2017 Airport Service Quality (ASQ) Awards. In 2017, over half of the world’s 7.7 billion travelers passed through an ASQ airport. Sheremetyevo International Airport is recognized as Europe’s best airport in the 25-40 million-passenger category. Sheremetyevo also strengthened its positions in similar category by pax flow among the best world airports.

CEO of JSC Sheremetyevo International Airport Mikhail Vasilenko emphasized: “Acknowledgement and strengthening of our leading positions in the authoritative world rating are the result of the implementation of the Long-Term Development Programme, aimed at a large-scale modernization of the airport and doubling of passenger traffic within ten years. The commissioning of a new terminal, an interterminal passage and a third runway by the 2018 FIFA World Cup will provide us with the necessary opportunities for further growth in passenger traffic and improving the quality of passenger service”.

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. 74% of the world’s top 100 busiest airports are part of the ASQ network that delivers 600,000 individual surveys per year in 42 languages in 84 countries. The programme served 343 airports in 2017. The programme measures passengers’ views of 34 key performance indicators, including accessibility, luggage and passenger check-in, security, staff courtesy, stores and restaurants, airport ambience and passenger’s navigation.

Sheremetyevo achieves the high quality of service for passengers by constant development of infrastructure, effective quality management system and implementation of innovative technologies, solutions and services. So, in 2017, Sheremetyevo was the first among airports in Russia to receive the China Friendly certificate. Sheremetyevo also launched the loyalty program SVO Club and channels of round-the-clock information support for passengers in popular messengers. For passengers’ convenience a single parking zone with flexible tariffs was created. In 2017, Sheremetyevo Airport continued active development of the barrier-free environment by creating a specialized infrastructure and launching of services for low-mobility passengers.

Best Airport by Size and Region


2–5 million passengers per year

5–15 million passengers per year

15–25 million passengers per year

25–40 million passengers per year

Over 40 million passengers per year

Newcastle (NCL)

Sochi (AER)

Athens (ATH)

Moscow Sheremetyevo

(SVO) Rome Fiumicino (FCO)

Sheremetyevo also placed among top 3 in Europe in over 2 million passengers per year category.

Best Airport by Region (over 2 million passengers per year)

First place

Sochi (AER)

Second place (tie)

Moscow Sheremetyevo (SVO)

Malta (MLA)

Porto (OPO)

Third place (tie)

Rome Fiumicino (FCO)

Zurich (ZRH)

“Objective measurement and benchmarking are critical in driving performance in any business especially in such a competitive and dynamic one as an airport,” said Angela Gittens, Director General, ACI World. “These winning airports have dedicated themselves to delivering a stellar customer experience. ACI World proudly recognizes the accomplishments of all airports in the global ASQ network. I look forward to celebrating with them in September.”

The ASQ Awards Ceremony will be held during the inaugural ACI Customer Excellence Global Summit, to be held in Halifax, Nova Scotia, Canada from 10–13 September 2018, hosted by Halifax International Airport Authority.

To read more detailed information about the ASQ 2017 results, visit the website

Sheremetyevo International Airport is the largest Russian airport in terms of passenger and freight traffic, takeoff and landing operations, the area of the airport facilities and the capacity of the cargo facilities. The Sheremetyevo route network comprises 199 destinations. In 2017, Sheremetyevo set a historic record for passenger traffic, serving 40 million 93 thousand people what is 17.8% more than in 2016.

Airports Council International is a global airport industry association founded in 1991 to stimulate cooperation between its member airports and other partners in global aviation, including ICAO, IATO and CANSO. ACI represents the interests of airports at the key phases of policy development and contributes significantly to ensuring a safe, efficient and environmentally stable global air transport system.

Airport Service Quality (ASQ) includes 34 key areas of performance and 8 primary categories, such as access, registration, safety, airport equipment, eateries and retail trade, and much more. All the participating airports use the same questionnaires with standard list of questions, which allows the participants to track and analyze their results, as well as the results of surveys of other participating airports throughout the world. All the participating airports can view confidentially the ASQ survey results of all other participating airports.

Department of Public Relations

Sheremetyevo International Airport

Tel. 7 (495) 578-85-85, 7 (495) 578-20-73