"On a notary service necessity". The poll revealed that our passengers need a notay services in the airport from time to time. Mostly, this happens when it is necessary one of parents travelling with a child needs to get the documents to go abroad with him. We see that the necessity for a notary officer in the airport might be of help not only for passengers, but also for guests and employees, therefore we'll consider the possibility to introduce a notary service at Domodedovo International Airport.
"On pay phones". The poll revealed that a quarter of our passengers use pay phones at Domodedovo International Airport. The main advantage of this service pointed by passengers is a higher quality of connection in comparison with mobile phones and availability of a city code numbers. Among the main problems stated by our clients were a neccessity to by a special card for pay phones and impossibility to use a credit card to pay for a call. Taking into account the commentaries, Domodedovo International Airport will increase the number of points of sales of phone cards and will make available payment with a credit card for all pay phones at the passenger terminal.
"On the best eating place". The poll revealed that the majority of passengers consider the level of catering service at the airport to be rather high, thought there are minor complaints about personnel attitude for customers and the menu assortment in cafes and restaurants. Your opinions about cafes and restaurants at Domodedovo International Airport will be taken into account while defining "The best catering facility at Domodedovo International Airport". The winner will be named on our web-site, and will get a tablet stating that it is the best eating place in the passenger terminal.
"On security measures". The poll revealed that the majority of passengers agree that security procedures are adequate while their duration is acceptable. Also, most passengers understand the need for additional security measures. Suggestions which you contribute to us will help us make security procedures more effective and convenient for you.
"On a concept of an ideal airport". The poll revealed that the majority of passengers give much attention to the airport of departure/destination. Many of respondents would prefer Domodedovo International Airport due to its developed transportation links with Moscow: rapid railway system (Aeroexpress train), highway link, comfortable bus transportation, round the clock taxi service. Apart from that, passengers appreciate the level of service in the airport.
According to the poll results, an ideal airport can be described with the following definitions: quick service, safe, easy accessible, clean. We apply our best efforts to make these words relevant to Domodedovo International Airport.
"On ATMs". According to the majority of passengers, the most important things about an ATM are its proper functioning (always in order and with enough cash) and interest rate for cash drawing out. We'll pay special attention on ensuring proper functioning of all ATMs at Domodedovo International Airport. In case you encounter an ATM out of order or if any problem arises with an ATM, please contact Quality Control Department of Domodedovo Passenger Terminal via our backfeed form on the web-site.
"On bus terminals near metro". The poll revealed that passengers would use a bus transfer service to the airport from a special bus terminal near Domodedovskaya metro station with check-in service.
"On Information at Domodedovo". The poll revealed that the majority of our passengers find their way in the passenger terminal quite easily. To make information services at Domodedovo even more efficient, information kiosks installed in the terminal are being modernised.
Most passengers consider flights schedule, general airport's guide and hints on transportation to and from the airport the most useful printed information materials. Your preferences will be taken into account when developing a new concept for information materials at Domodedovo.
"On taxi service". The poll revealed that the amount of passengers using Domodedovo Airport's accredited taxi and the number of those who prefer private transportation services are almost equal. Travellers who prefer officially accredited taxi are right to state that this service is safe, reasonably priced and convenient. Others who prefer to flag a private car think this is cheaper, which is not always true.
Some passengers use private car transfer because of lack of knowledge on oficially accredited taxi service at Domodedovo Itnernational Airport. For your information, taxi desks are located at:
domestic arrival area - counter 0
international arrival area - counter 66
international luggage reclaim area
"On new services at passenger terminal". The poll revealed that the most demanded services from the point of view of our pasengers are the following: a hotel charging 350-450 roubles for 6-hour stay in a single room, business-centre (featuring fax, copier and Internet-connected computers), a supermarket and a cinema. Introducing of this services at Domodedovo International Airport are of highest priorities within the airport development programme.
"On rest room". The poll revealed that in most cases our passengers had to wait for their flight for a considerable period of time, and major of them spent their time in the waiting area. That's why many of our passengers would like to use a rest room provided that the service price was reasonable. Currently, the question of minihotel creation is under discussion, and we'll do our best to introduce this service at Domodedovo.
"On charter flights". The poll revealed, that the majority of our passengers fly several times a year, many of them fly by charters. The most important criterion when choosing a tour package is its cost. We'd like to thank all those, who shared their views on best tour operators. We'll surely take them into account when choosing partners for organizing new flights from Domodedovo International Airport.
"On airport services quality". The poll revealed that the majority of our passengers are satisfies with the level of services provided by Domodedovo Itnernational Airport. The highest estimation was given to transportation link with Moscow. Still, some passengers are not completely happy with amount of eating facilities and retail shops, others are discontented with luggage claim procedure. We'll do everything to improve the level of these services, specifically, we are going to increase the amount of eating places and expand luggage handling area in the nearest future.
"On eating places". The poll revealed that the majority of our passengers think it is neccessary to increase the number of eating places two-fold. The most popular within passengers are canteens/diners/cafes offering an assortment of simple, but rich hot dishes. The respondents would like to see at the airport special children's meals, fitness catering and facilities selling takeouts.
We'd like to thank you for all your ideas, which are sure to be taken into account. By early 2005, we are going to double the number of catering facilities at Domodedovo International Airport, putting into practice your ideas and views on catering in the airport.
"On SMS-reminders". The poll revealed that the majority of our passengers would like to get information on a flight status via SMS. We hope you'll like the opportunity to subscribe for SMS-reminders on the flight status (flight delay, flight cancellation, check-in process) - once subscribed, you'll get the information on-line without additional requests.
The poll also showed that the majority of our clients are going to pay nor more than 10 cents for one-query SMS-reminder, some others - no more than 20 cents. We'll try not to make the service more expensive than that.
"On SMS-reminders". The poll revealed passengers show interest for SMS-reminders on a flight status. The majority of passengers are not ready to pay for it though, hence in the nearest future we'll offer all those who are interested in the service to try it free of charge through our web-site. One may do it on the "On-line Schedule" page the same way one subscribes for flight status e-mail reminder: choose "SMS-subscription" button and fill in your mobile number. We'll announce when the service is available. This free of charge service will be introduced temporaly to analyse your needs, so be sure to try it and comment on it!
We are extremely greatful for everybody voted for telephone numbers. According to your choice, 720-66-66 will be our new automated inquiries service's telephone number.
"On customers' criteria when choosing means of transportation". The poll revealed that the Aeroexpress train is the first means of transport to meet customeers' choice criteria, the second is personal car, which completely comply with the fact that the majority of our passengers transfer to Domodedovo International Airport by the Aeroexpress train or personal car.
"On transportation issues". The poll revealed that the majority of our passengers consider safety the most important factor influencing their choice for means of transportation. The poll also revealed that about half of the respondents usually transfer to the airport by personal car or taxi, though more and more passengers are starting to use Aeroexpress train and bus shuttle from Domodedovskaya metro station.
On Domodedovo Club passenger loyalty program. The poll revealed that, unfortunately, not all our passengers are informed on the advantages of having the Domodedovo Club loyalty card. Still, major of those who know about this program have become participants and estimated the privileges and discounts offered by Domodedovo Club.
On Souvenirs. The poll revealed that two thirds of our respondents would like to have souvenirs with the airports' logo. The most demanded are stationery, accessories, textile. We believe in the nearest future we'll be able to offer our guests a wide range of souvenirs.
On introduction of new services. The poll revealed that the majority of our clients would eagerly use the special service providing relatives/meeting people with information on arrival/departure of the exact flight over the phone/Internet/SMS. There is also interest for bus transfer to other Moscow airports. The poll demonstrated, which of possible services are in great demand at the moment, and your suggestions are neccessarily taken into account. For example, after the previous polls results, mobile phones charging facility and cinema will be opened soon at the airport, the baggage storage facility space will be expanded. A great enthusiasm was shown for a bus terminal near Domodedovskaya metro station, and we're going to focus on this issue in the nearest poll.
On passenger navigation at the airport. The poll's results show that major of passengers use visual boards to find their path in the airport, which proves visual boards to be the most important navigation instrument for our clients. We place high emphasis on visual boards system development. The information displayed is being constantly refreshed, the amount of visual boards is growing. Free information kiosks are installed in the airport for passengers' convenience.
On sources of information about flights to/from Domodedovo. The poll revealed that for our clients - Internet users - the main sources of information about flights to/from Domodedovo airport are our Internet site and the airport's telephone information service. In order to improve information supply to passengers and meeting parties, we plan to develop and install automatic system for informing clients by telephone.
On the level of satisfaction with the quality of services at the airport. The poll revealed that most our clients are satisfied with the quality of all services, which are offered at the airport. The convenience of navigation at the airport terminal, efforts by airport management to keep it clean, speed and convenience of getting through formal procedures prior to the flight have been especially hailed by poll participants.
Many passengers were not satisfied with the way baggage clearance is done today. Some passengers were not fully satisfied with the assortment of in-flight meals and the quality of services at eating places and the shopping center at the airport terminal. Yet, a considerable number of respondents found these services quite satisfactory.
Thus, our partners-concession holders have an additional stimulus for improving services at their commercial sites. Conducting this poll and your fair opinion helped us determine weak spots and make an emphasis on them in our efforts to further improve the quality of our services.
On purposes, frequency and sources of payments for flights via Domodedovo airport. The poll revealed that recreation or travel were the main purposes of such flights. Business trips were the second most frequent reason for the flights. We found out that many passengers travel quite frequently - once every 2-3 months or even more. Most of them pay for ticket themselves. Many, however, use tickets paid for by their employers.
On waiting time for changing flights in Domodedovo airport. The poll revealed that most poll participants spend in Domodedovo not more than three hours waiting for the next flight. Yet, one fifth of poll respondents wait for their flight less than one hour.
On using taxi services. The poll revealed that many passengers, who leave Domodedovo, use taxi services all the time or from time to time. Moreover, most passengers prefer private driver services to taxi services by official providers of such services to the airport. Many passengers note that it is often quicker and less expensive. We thank all poll respondents for honest answers, which we will certainly take into account while we continue to improve the service. We would like to remind our visitors that you can pay for services by taxi service providers, which are officially recognized by Domodedovo airport, at counters ##0-66.
On using transportation means for getting to Domodedovo airport. The poll revealed that AeroExpress remains among Domodedovo airport's passengers and guests the most popular way to get to and from the airport. Many use personal transportation to get to Domodedovo. Taxi vans, taxi and buses are less popular, but have also been in stable demand.
On using services of Domodedovo airport. The poll revealed that the highest demand in Domodedovo airport has been in parking, public eating places (cafes, bars, restaurants), as well as shops. Clients believe that some services, provided by the airport, should be improved (first of all parking), while additional services should be offered. We thank all poll participants for their comments, sometimes critical, and suggestions, which will be used to improve airport services. For example, active work is currently underway to extend a parking lot that can accommodate 900 cars. In the near future, we will conduct a poll on introduction of new services at Domodedovo airport.
On criteria for choosing an airline. The poll revealed that the most important factor while choosing an airline is tariff. One quarter of those polled noted that departure / arrival airport is of principal importance for passengers. It means that the airport has to bear increasing responsibility for meeting passenger needs.
On using Internet when making a ticket reservation and paying for tickets. The poll revealed that more than half of those polled used Internet for making ticket reservations. Yet, most our clients are not yet ready to pay for tickets via Internet.
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