The Aviation Administration of Kazakhstan, with the support of the Civil Aviation Committee of the Republic of Kazakhstan, has summarized the results of the “Best Airport Service” project implementation for 2025.

The project aims to systematically improve the quality of passenger services, introduce unified service standards, and develop a culture of customer orientation at airports across the country.

“Best Airport Service” is a program for independent evaluation of service quality based on direct passenger feedback. As part of the project, surveys are conducted via QR codes placed in airport terminals, and training activities are organized for airport personnel.

In 2025, the project was implemented at the international airports of Aktobe, Kostanay, and Uralsk. By the end of the year, all three airports demonstrated positive dynamics in key service quality indicators, reflecting the effectiveness of the measures taken and the strong engagement of staff.

Based on the evaluation results, 32 employees from passenger service, security screening, as well as border and customs units were recognized with letters of appreciation. With the support of airlines such as Air Astana, SCAT Airlines, Pegasus Airlines, Turkish Airlines, and VietJet Qazaqstan, 13 employees were awarded airline tickets for domestic and international destinations.

The results of the project have confirmed its practical effectiveness. The introduction of a mechanism for direct evaluation by passengers contributes to improving service quality, strengthening the personal responsibility of staff, and establishing sustainable positive development trends at regional airports.

The project also contributes to enhancing the competitiveness of Kazakhstan’s airports, strengthening passenger trust, and implementing modern service standards aligned with international requirements.

The project will continue in 2026, with plans to expand it to additional airports across the country. Every passenger can take part in evaluating service quality by simply scanning a QR code located in the terminal. This ensures continuous monitoring of service quality and allows for timely managerial decisions to be made.