According to ACI ASQ rating, Sheremetyevo Airport second time was recognized as the best airport in Europe in service quality
Sheremetyevo is the first Russian airport which became the best by the independent rating ASQ and got international recognition of passengers and experts.
Since 2010, Sheremetyevo Airport has participated in the program for assessment of quality level in the world’s airports ASQ (Airport Service Quality) implemented by the Airport Council International (ACI).
Sheremetyevo International Airport is the largest Russian airport handling scheduled international flights. The Airport’s network of routes includes more than 300 destinations. The Sheremetyevo Airport’s services are utilized by the representatives of three major aviation alliances: SkyTeam (Air France, KLM, Delta, CSA Czech Airlines, Alitalia, China Southern Airlines, Korean Air, etc.); Star Alliance (SAS, Air China, LOT, Adria Airways, etc.); Oneworld (Finnair).
Intensive development and large-scale modernization of the infrastructure began at Sheremetyevo Airport in 2005 As a result of this upgrade, a number of the passenger terminals increased from two to six, and their annual handling capacity — from 12 to 35 million passengers. Sheremetyevo Airport has become the biggest Russian airport complex (its area is about 480,000 sq. m).
A number of comprehensive infrastructure projects have been implemented. In the spring of 2007, a new international Terminal C with a four-level parking facility for 2,500 cars was opened. The handling capacity of the Terminal C is 1,500 passengers per hour, or five million passengers a year. Terminal B (formerly known as Sheremetyevo-1) is located to the left of it.
In spring 2008, Aeroexpress modern railway station was built, and direct railway communication en-route Moscow — Sheremetyevo was opened.
In 2008, the reconstruction of the second take-off and landing strip (TLS-2) was completed. TLS-2 length is 3,700 meters. All types of aircrafts, including the Airbus-380, can take off and land on it.
In December 2008, a business aviation hangar facility capable of providing complete maintenance of business jets offered its premium-class services.
In 2009, modernization of the Terminal F (formerly known as Sheremetyevo-2) was completed. For the passengers’ convenience, the sterile area was completely rebuilt, the partition walls were removed to clear as much space as possible, and the Duty Free area was optimized.
In autumn 2009, Terminal D was commissioned (its area is 172,000 sq. m, handling capacity is 12 million passengers annually). The air terminal complex is designed to service the flights of Aeroflot air company and its partners from Sky Team alliance.
In spring 2010, a modern international Terminal E was opened in Sheremetyevo Airport; its total area is 76,000 sq. m and its annual handling capacity is more than 7 million passengers. The Terminal E meets the world standards of passenger and airline service quality. The new Terminal unified Terminals D, F and Aeroexpress railway station into an integrated South Terminal Complex (STC). The terminals are connected by means of pedestrian galleries equipped with travolators, which allows the passengers to move freely and conveniently around the complex The Duty Free area has also become a single zone. The passengers can do shopping in numerous duty free shops there, enjoying high-quality service and a wide range of goods, including luxury products.
The total area of STC is more than 400,000 sq. m, and its annual handling capacity is 25 million passengers. The integrated complex provides all the conditions necessary for the development of Sheremetyevo Airport as a leading air hub in Russia and Eastern Europe.
In 2011, the construction of Terminal A intended for business aviation passengers servicing was completed in the northern part of Sheremetyevo Airport. The new terminal includes a complete range of services for business aviation customers and will help to substantially increase the number of premium-class passengers at Sheremetyevo. A total area of the terminal is 3,000 sq. m, and its annual handling capacity is about 75,000 passengers. On January 16, 2012 the new terminal was officially put into operation.
On February 15, 2013, a new Air Traffic Control Tower (ATC Tower) opened in Sheremetyevo Airport. The new building of the Sheremetyevo Air Traffic Management Center ATC Tower has been constructed through the Federal Special-purpose program “Development of the Russian Transport System
Sheremetyevo airport pays special attention to ensuring and constantly increasing the security and management efficiency level. In 2011 an Airport Operation Centre (AOC) was opened at Sheremetyevo, based on the experience of the world’s leading airports (Zurich, Heathrow). The Airport Operation Center is a strategic breakthrough project, making it possible to control business processes, coordinate promptly the actions of the Airport divisions and third-parties, coordinate the cooperation between all participants of the process of servicing aircrafts, passengers and luggage, as well as to monitor and review the situation in Sheremetyevo on a real-time basis.
The Airport Operation Centre incorporates a Situation Centre (SC) intended for cooperation between the airport top-managers, chief officers of state agencies and partners of the Airport; it is activated in particularly challenging situations.
Currently, the airport effectively uses more than 100 modern security systems and systems for managing business processes, quality, operating and human resources. The main role in the management of operational and technological processes at the airport belongs to Synchron production database, which is an innovative development created by JSC SIA professionals and a unique product for the Russian airport industry. It was designed to compile seasonal schedules, maintain and correct daily arrival and departure plans, and control technological operations and production processes related to aircrafts servicing.
Sheremetyevo airport uses up-to-date security systems: the entrances and checkpoints are equipped with metal detectors and endoscopes, and new generation microwave scanners and gas analyzers are used. We have adopted a multilevel system of automatic 100% luggage inspection and a video surveillance system that identifies potentially hazardous items according to the specified parameters.
All equipment is certified, meets the international requirements and is absolutely safe for the health of the airport passengers and staff.
Sheremetyevo Airport actively implements the policy of environmental safety and sanitary protection.
Environmental management system based on ISO-14000 international standards series has been adopted by the airport.
Sheremetyevo Airport obtained the IATA Safety Audit for Ground Operations (ISAGO) certificate confirming that the ground handling operations quality system complies with safety standards of the International Air Transport Association (IATA).
Sheremetyevo International Airport is the first airport in Russia to have developed a justification of the sanitary protection zone (SPZ) and sanitary clear zone project, which was approved by Rospotrebnadzor (Russian Federal Service on Customers’ Rights Protection and Human Well-Being Surveillance). The area of SPZ is about 11.2 sq. km, and the sanitary clear zone area is 693.7 sq. km. Physical exposure level and air condition are regularly evaluated in the said areas in order to ensure environmental safety of the population.
Sheremetyevo Airport adopted a 20/12 standard of passenger service, according to which the first item of luggage is given out to passengers in 12 minutes after setting the aircraft on stand (next to a jet bridge), and the last one — in 20 minutes. Sheremetyevo has also become the first Russian airport to introduce a technology for informing passengers on the exact time of luggage dispensing and a special procedure of luggage layout in the luggage claim area (providing for the convenience of passengers).
Sheremetyevo Airport has implemented a special pattern of service for passengers of South-East Asia flights, taking into account the national peculiarities. For instance, a registration controller gives a boarding card to the passengers of Asian flights with both hands, which according to Eastern tradition symbolizes a special respect and hospitality.
Sheremetyevo Airport also provides special conditions for Air France and KLM passengers, in accordance with “seven quality standards” that are maintained by the carriers and help the staff to satisfy the passengers’ expectations and provide high level of service to them.
Sheremetyevo Airport provides a wide range of opportunities related to passing pre-flight formalities. In particular, it is possible to book and buy tickets online at any time on the Sheremetyevo Airport’s website; on-line and mobile check-in is also available. There are Drop Off desks in the Airport, designed to quickly handle luggage of the passengers who had used on-line and mobile check-in.
Sheremetyevo Airport actively carries out a comprehensive program on the creation of a barrier-free environment. The airport provides personal assistance to physically challenged passengers — we have set up special parking lots, information and check-in counters, twenty-four-hour medical centers, and we also provide, where necessary, medical elevators to deliver passengers on board.
In 2011, a free lounge Sirius for physically challenged passengers was opened in the “clean area” of the Sheremetyevo Airport Terminal E. Sirius is, as yet, the only Russian lounge for the said category of passengers that meets international comfort standards. The lounge may be used by all physically challenged passengers of the International Terminals D, E and F. The airport staff will accompany a checked-in passenger to the lounge and then to the departure gate. Comfortable furniture and a wide TV screen, hot drinks, Wi-Fi and Internet will make waiting for the flight pleasant and comfortable.
A new modern hall designed for servicing transit passengers has opened in the Terminal F “clean area”. The hall operates 24 hours a day. A passenger may stay in the hall for 24 hours without a Russian visa while waiting for the connecting flight, provided that he / she has an air ticket for the subsequent flight with confirmed seat reservation.
For passengers traveling with children, Sheremetyevo Airport provides all the necessary conditions to make waiting for a flight comfortable. All of the airport terminals are equipped with parenting rooms, where game and sleeping zones, and also modern kitchens and nappy-changing tables are provided for the youngest passengers. The passengers traveling with children of 6 to 36 months of age and checking-in their basinets as luggage may receive free basinets which have to be returned before boarding. The service is available on the flights of Air France and KLM.
For business-class passengers, special check-in counters are available in all of the Sheremetyevo Airport’s terminals. Several business-lounges and VIP-halls are opened 24 hours a day, where maximum comfortable conditions are provided, both for rest and for business negotiations.
Near Sheremetyevo Airport there are a number of comfortable hotels, where the travelers may stay and pass the time before departure.
There are capsule hotels in the Terminal E and Aeroexpress rail terminal. The hotel located in the Terminal E “clean area” is the only airport capsule hotel in Russia.
Sheremetyevo International Airport is Russia’s first airport to introduce a comprehensive plan of the future development until 2030 taking into account the parameters of the Russian Federation Transport Strategy. The master plan stipulates the increase of the Sheremetyevo airport’s handling capacity up to 64 million people, as well as the transit flow increase up to 25%. Sheremetyevo Airport expects to increase passenger traffic up to 35 million people and to raise the share of non-aviation activities up to 60% of its total revenue by the year 2015.
To achieve the Airport’s strategic goals, it is necessary to create the second maneuvering area and to construct an independent third Take-off and Landing Strip (TLS-3). It will enable Sheremetyevo Airport to increase the number of takeoff and landing operations and thus to create the conditions required for implementation of the development program of Aeroflot airline, a strategic partner of Sheremetyevo. With the construction of TLS-3, passenger terminals’ handling capacity will be adjusted in line with the airfield capacity.
The master plan stipulates the construction of a new multimodal cargo complex, which will meet all applicable international standards of cargo handling. The area of the cargo complex is expected to be about 20,000 sq. m. Total cargo traffic of the Airport by 2030 will be more than 1 million tons of cargo annually.
Sheremetyevo Airport elaborates its own strategy in line with the latest trends and best practices of the air traffic industry, as well as with the present-day requirements to international airports, including those of aviation safety, passenger and airline service quality.
The implementation of the Sheremetyevo Airport long-term development plans has a positive impact on strengthening the economic stability in the region and contributes to the social welfare of the north-west area of Moscow region.
As a result of the modernization program, Sheremetyevo International Airport is to strengthen its positions as one of the leading air hubs in Europe embodying the ideas of innovative leadership, quality and high efficiency in its activity. This will enhance the attractiveness of Moscow as a prospective international transit air hub and generally raise Russia’s competitiveness.