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MOSCOW, Feb. 9, 2021 /PRNewswire/ -- Sheremetyevo International Airport has been one of the world's most customer-oriented airports during the pandemic, according to the Airports Council International (ACI). ACI has included Sheremetyevo in its Voice of the Customer list, which recognizes 140 airports worldwide that have made significant efforts to gather passenger feedback through the Airport Service Quality (ASQ) programme to help them better understand and respond to their customers' needs and concerns during the pandemic.
"The Voice of the Customer recognition celebrates the commitment of airports that continued listening to passengers and adapting processes and procedures to meet changing expectations of customer experience in response to COVID-19," said ACI World CEO Luis Felipe de Oliveira. "As our industry works towards recovery, airports that listen to – and prioritize the needs and expectations of – customers will be better-placed to respond. 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."