Secret passenger programme

Sheremetyevo International Airport is the most dynamic harbour in Moscow. More and more passengers enjoy our service every year.

Sheremetyevo International Airport is constantly striving to be one of the world leaders in the services it provides its passengers. We at Sheremetyevo are doing our best to offer you nice feel, comfort and security.

The Secret Passenger Programme is an efficient feedback channel that, along with traditional quality monitoring, allows to learn needs and desires of passengers that Sheremetyevo staff have the honour to address promptly and efficiently.

The Programme was elaborated on the basis of experience of similar studies undertaken by Airports Council International and is conducted every year.

During the last two years, the Secret Passenger Programme has become a critical component of quality assurance at Sheremetyevo. In 2014 76 passengers participated by filing about 390 feedback notes. Our “secret passengers” made numerous comments and proposals on improvement of airport services. Five finalists were selected among the most active participants on the basis results of the Programme and received special awards of Sheremetyevo International Airport for their contribution to improvement of services to our Clients.

Herewith Sheremetyevo International Airport offers every passenger — who is active, fascinated, travels a lot and is determined to improve quality of services still further — to participate in Secret Passenger Programme 2016.

This time you are offered bigger bonus programme, award for the passenger’s best innovation proposal and invitation to Sheremetyevo corporate events,

How to Join “Secret Passengers”

Every passenger who chooses to contribute to improvement of services at Sheremetyevo is welcome.

Application for Participation

Scope and Conditions of Secret Passenger 2016 Programme

Download Checklist

Disabled passengers are encouraged to join. Please tell us about peculiar issues and complications you might come across at Sheremetyevo. Your feedback is very important to us.

Application for Participation

Scope and Conditions of Secret Passenger 2016 Programme

Download Checklist

Please forward the filed-in Application and Checklist to: mp@svo.aero

Enjoy your flights!