National Airport launches Secret Passenger programme, inviting all interested to participate

On March 1st, the Secret Passenger programme starts at the Minsk National Airport and will last until December 31st – as reported by the airport's website

“Minsk National Airport launches the Secret Passenger programme for monitoring the quality of services. This is an effective feedback channel, which, along with the already used methods of monitoring the quality of services, will provide additional information about the wishes of passengers and make operational decisions to improve the quality of service, making the airport more comfortable, safe and hospitable,” the national airport stated.

Initiative passengers interested in improving the quality of service at the Minsk National Airport can become participants of the programme. 

“For official registration as a participant, it is necessary to fill out an application for participation on the website of the Minsk National Airport in the Secret Passenger section. The registered participant receives and fills out a checklist after each flight (departure or arrival) through the national airport (by any airline) with a photo or a copy of the boarding pass attached no later than 10 days from the date of the flight. The checklist is compiled according to the 5-point rating system used in research by Airports Council International (ACI). According to the results of the programme, the main group of respondents is identified among those who sent at least 5 completed checklists or participants with disabilities who sent at least 2 checklists. Quarterly reports with research results and recommendations are compiled based on the results of the programme,” the national airport informed. 

The first and most active participants of the Secret Passenger campaign, as well as the participants who have prepared the most informative reports, will be determined based on the results of the programme. They will receive certificates for free service in the airport business lounge for a certain period. 

“Passengers will need to assess the scope of services provided at the airport, including check-in, pre-flight inspection, customs and passport control, on-arrival service (delivery from board to the terminal building, baggage collection, etc.), and others. Participants of the programme will also be able to share their opinions on the disadvantages and advantages of the airport service compared to others and make suggestions for improving the quality of service,” the national airport added.