FOR THE FIFHT TIME: SKOPJE AIRPORT WINS ASQ AWARD FOR THE BEST CUSTOMER SERVICE IN 2019

FOR THE FIFHT TIME: SKOPJE AIRPORT WINS ASQ AWARD FOR THE BEST CUSTOMER SERVICE IN 2019




FOR THE FIFHT TIME: SKOPJE AIRPORT WINS ASQ AWARD FOR THE BEST CUSTOMER SERVICE IN 2019



Airports Council International (ACI), the world renowned organization, awarded Skopje International Airport with the ASQ Award for 2019, listing it as one of the Europe’s top airports in customer experience, in the category of airports from 2 to 5 million passengers annually. 
 
This is the 5th time Skopje International Airport receives the Airport Service Quality Award by ACI. The previous ASQ awards were received for 2012, 2013, 2015 and 2018. 

ACI revealed the winners of its world renowned Airport Service Quality Program Awards today, 9th of March 2020, in its headquarters in Montreal, Canada. ACI’s ASQ Program recognizes the airports around the world that deliver the best customer experience in the opinion of their own passengers.  

-It is the 5th time we are receiving such great news from ACI, that Skopje International Airport is the winner of the prestigious Airport Service Quality (AQ) Award for 2019. We are delighted and proud to share this information to the Macedonian public, because the ASQ award is a global benchmark for airport excellence. By exceeding 2 million passengers in a single year in 2018, as of 2019 Skopje Airport started to compete in a different category, according to size - from 2 to 5 million passengers. It automatically brought a stronger competition, but despite that we won the award which proves our high customer satisfaction level. I would like to thank to all our employees for their efforts, to our sister companies BTA (Food & Beverages), ATU (Duty Free Shop), TAV MOS (PrimeClass & Commercial services), TAV Technologies (IT services), and Euroclean (Cleaning services), as well as to the Police and Customs, as state authorities present at the airport with their services, stated Alper Ersoy, TAV Macedonia General Manager. 
      
The Airport Service Quality (ASQ) program is the world’s leading airport passenger service and benchmarking program, measuring passengers’ satisfaction across 37 key performance indicators. It is conducted by certified ASQ field agents who interview passengers whilst at the airport, through ACI’s ASQ Questionnaires.  



-The awards this year have been won by a diverse group of wining airports, which illustrates the industry wide commitment to delivering exceptional customer experience. Delivering a better customer experience is an important business strategy, in an increasingly competitive airport industry. ACI Global ASQ Program is the only one that not only recognizes excellence but also provides airports with objective measurement and benchmarking to help drive their performance, stated ACI World Director General, Angela Gittens. 
 
Skopje International Airport is awarded by ACI with ASQ Award for 2018, in the panel of 18 airports in the region Europe, in the category from 2 to 5 million passengers. 

The winning airports of ASQ Award for 2019 will receive the plaques by ACI at the ASQ Awards Ceremony, which will be held during the ACI Customer Experience Global Summit, taking place in Krakov, Poland, in September.  

After finishing 2019 with 2,7 million passengers at both Macedonian airports – Skopje International Airport and Ohrid St. Paul the Apostle Airport, with a 14% increase on the annual level, TAV Macedonia continues to mark passenger’s number increase in 2020 as well. It finished January with almost 184 thousand passengers and 15% annual increase, at both airports. 


 

Covid19: Travel Safe

TAV Macedonia, as an airport operator, acts in accordance with the state institutions in the countries where passengers travel, the airports border authorities and the rules and regulations of the airlines. 
For travel document information and requirements by the country you want to arrive in and / or COVID tests requirements, please contact the Embassy of that country as well as the airline you will be traveling with. 
 

 - It is not mandatory for passengers to wear a face protective mask inside the terminal building of the airport, as of 3.5.2022, as per the changes and amendments in Covid-19 measures adopted by the Government of North Macedonia https://vlada.mk/node/28642. According to these changes, there is no obligation for citizens to wear a face protective mask in all closed areas, except in health institutions, pharmacies, public transportation (bus, railway, airplane, and taxi) and in institutions for care of old persons and persons with disability. Regarding the flight rules, passengers should follow the requirements of the airline with which they travel.


- Despite the existence of the online registration option, due to the new Covid-19 restrictions, passengers are obliged, upon their arrival at the airport, to register at the check-in counters, to check and verify the documents required to enter the country in which they travel, as well as to check-in their luggage.
 

-    Passengers will need to follow the instructions of security agents in a disciplined manner, and there, as in all procedures where queues are expected, it will be necessary to keep a physical distance of at least 1.5 meter.

Entering the terminal building of Skopje International Аirport is allowed without limitations/requirements connected to covid-19, as of 3rd May 2022 when the Government of N.Macedonia adopted the Decision (https://vlada.mk/node/28642) for lifting all covid-19 related protective measures except for wearing protective masks in certain institutions.

 

Due to the fact that covid-19 related requirements for different travel documents are still valid by certain countries, and which must be checked by our staff at the Check-In counters, please be informed that we strongly recommend to our passengers to arrive at the airport 3 hours before the scheduled flight.

In case you would like to perform a covid-19 test at one of the facilities by the two laboratories at the airport, please arrive at the airport earlier than 3 hours according to the required time for delivery of the test, that you should check with the adequate laboratory.

- Business and VIP lounge areas are cleaned and disinfected as prescribed by public health authorities with increased frequency based on the air traffic.

- There are available multiple self-hand sanitizers, alcohol-based with adequate signage for passengers.

- There is a self-service option with purpose all passengers to have limited contact with staff.

- Frequent disinfection of products that are often in contact with staff and passengers

- The tables are cleaned / disinfected after their use.

- Plexiglas separator has been fixed in order to avoid the contact between cashier and guests.

- At each table there are alcoholic disinfectants for hands

- Тrays and plates will be removed from common areas, they’ll be given to guests by the service staff.

-  Disposable packed products are used instead of products such as salt, sugar, napkins etc.

- All the used equipment in the duty free that comes in contact with the customers, shall be disinfected frequently.

- Guiding signs for the prescribed physical distancing (1.5m) in the shop area for all present persons are placed.

- We encourage customers to use only contactless credit or debit card.

- Entrance is free for everyone. There is a Big Alcohol Based disinfectant liquid machine on the main entrance of the shop

-    Passengers should arrive at the airport at least 3 hours before their flight, as check-in counters close at least 1 hour before departure time. This means that passengers must have completed the check-in procedures at least 1 hour before take-off, and then the Passport Control and Security Checking procedures, in order to arrive on time in the boarding area, i.e., at the Gates. 

Given the fact that TAV Macedonia as an airport operator is not responsible for determining and setting the rules for entry/exit into/from the country, as it is responsibility of the Border Police, which has the authority of Passport Control at airports, we would kindly ask you to contact the Ministry of Internal Affairs of R.N. Macedonia https://mvr.gov.mk/default , as well as to the Ministry of Health http://zdravstvo.gov.mk/  and the Government https://vlada.mk/ , where it is decided for these rules related to the Covid-19 pandemic.

-    You can make COVID-19 tests prior your departure at both airports through laboratories Zan Mitrev and Nikob Lab. More information available on the links below:

Skopje International Airport
https://zmc.mk/en/covid19/skopje-ohrid-airport-covid-19-testing-point/  

https://nikoblab.mk/ 



 
Ohrid St. Paul the Apostle Airport:
https://zmc.mk/en/covid19/skopje-ohrid-airport-covid-19-testing-point/   

http://ohd.airports.com.mk/mk-MK/media-centre-mk/announcements-mk/page/announcement-covid-testing-airport-ohrid-mk  

 

-    We regularly and timely apply all measures of the Government and the Ministry of Health, as competent state institutions. Of course, we also follow the experiences of other airports around the world and the recommendations of the World Health Organization (WHO), the European Union Aviation Safety Agency (EASA), the International Civil Aviation Organization (ICAO), the International Airports Council (ACI) and the International the Air Transport Association (IATA), all in order to take appropriate action in a timely manner as conditions change in this global pandemic.