SKOPJE AIRPORT AGAIN EARNS RECOGNITION IN ACI WORLD’S THE VOICE OF THE CUSTOMER INITIATIVE

SKOPJE AIRPORT AGAIN EARNS RECOGNITION IN ACI WORLD’S THE VOICE OF THE CUSTOMER INITIATIVE

Through this initiative, airports that continued to prioritize their customers and remained committed to ensuring that their voice was heard during COVID-19 pandemic in 2021 have been recognized.  

 

Skopje International Airport again recognized by Airports Council International World in the initiative called “The Voice of Customer”, which acknowledges and recognizes airports that made significant efforts in gathering passenger feedback through ACI’s Airport Service Quality (ASQ) programme that helps airports to better understand their customers and to deliver a superior customer experience under the current circumstances.

We are delighted that Skopje International Airport has been recognized by Airports Council International again, for a second time in a row since this initiative started in 2020, as an airport that hears its customers’ opinions, despite the still ongoing pandemic circumstances. However, regardless the circumstances, our customers’ satisfaction is always our top priority. Through ACI’s ASQ Survey we are closer to our customers since listening their opinions and comments really help us improve our services with only one goal ahead, to meet the needs and expectations of the passengers traveling through our airports and at the same time to make them feel safe and relaxed.” states Metin Batak, TAV Macedonia General Manager.

According to information by ACI, Skopje Airport is one of over 200 airports worldwide that prioritized listening to customer during the pandemic and have received this recognition. Skopje Airport belongs to the group of 86 airports in the region of Europe; followed by 73 airports in Asia-Pacific region, 32 airports from North America, 16 airports from Latin America-Caribbean, 10 airports from Africa, and 8 airports from Middle East.

 

“The pandemic has caused substantial changes in human behavior and provoked a whole new set of expectations affecting how products and services should be experienced—from a prioritization of health to increased digitalization such as contactless touchpoints. The Voice of the Customer highlights the ongoing commitment of airports to understanding the evolving expectations of the end user, the travelling public, in these challenging times.”, said ACI World Director General Luis Felipe de Oliveira.

 

TAV Macedonia finished 2021 with total of 1.392.378 passengers who traveled through both Macedonian airports, Skopje International Airport and Ohrid St. Paul the Apostle Airport. This number, compared to 2019 (2.677.618), as a referent year, or the year before the pandemic, shows 48% drop of passenger traffic, while compared to 2020, when there were total of 782.876 passengers, it shows 78% increase in the number of passengers.

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.