Employees of the Aviation Administration of Kazakhstan, based on the instructions of the Vice Minister of Transport, held a field meeting on the basis of Aktau International Airport JSC on the implementation of the pilot project "Best Airport Service" aimed at improving the quality of passenger service.

The meeting was attended by the heads of the Department of Transport and Highways of the Mangystau region, Aktau International Airport JSC, the Department of Tourism of the Mangystau region, representatives of the border service, customs control, the linear police department, Air Astana, SCAT, Turkish Airlines, Aeroflot, Azal Airlines.

The purpose of the pilot project "Best Airport Service" is to create an effective strategy to improve service quality and culture. The concept of the project provides for a comprehensive approach, which will involve government agencies, including airport services and representative offices of domestic and foreign airlines represented at Aktau airport.

The project envisages a number of events, which will be presented in the format of seminars and forums throughout the current year, aimed at improving the quality of service. In addition, in order to analyze satisfaction with the quality of service, the airport will conduct a special survey among departing and arriving passengers on domestic and international routes. Satisfaction analysis will be conducted in three stages, which will allow to identify the main problems, after which the Aviation Administration of Kazakhstan together with the management of Aktau airport will carry out spot work on their elimination.  

According to the results of the meeting, all parties involved expressed their readiness to cooperate in the implementation of the pilot project. The activities will be carried out within the framework of the roadmap supervised by the Akimat of Mangistau region and aviation authorities of Kazakhstan. The project will be launched from April 15, 2024. The first stage of the passenger survey will be conducted from April 20 to 30 this year.

The aviation authorities of Kazakhstan express their gratitude to the management of the Akimat of Mangistau region represented by Kanat Dzhanbirovich Kuldjanov, as well as the airport management of Aktau International Airport JSC M. Zholdybaeva for assistance in the implementation of the pilot project and ask for active participation of all passengers departing and arriving to/from Aktau airport in the survey on satisfaction with the service.

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Aktau International Airport JSC is one of the 5 major airports of the country. To date, the Aktau airport operates flights to 10 destinations, including 5 domestic flights and 6 international flights. Passenger traffic at the end of 2023 amounted to 1,563,444 passengers. It is expected that in the current year passenger traffic will amount to 1.7 million passengers.