A survey to identify the passenger profile as well as the preferences of Gagarin airport (part of the Airports of Regions holding) customers was held for the first time. The survey lasted two months among different passengers departing from Gagarin airport, greeters and seers-off.
The processing of questionnaires revealed that most typical passengers choosing the air transport in Saratov are men and women alike, aged 25-44, having tertiary education. Most of them arrive in the airport more than 1.5 hours before departure and prefer to check in at the passenger terminal. The main purpose of their flights is visiting loved ones and friends. The typical client of Gagarin airport has a permanent residence in the territory of Saratov and Saratov Region. Most respondents (78%) choose direct flights; 66% fly alone and 18% – with their family members.
The survey participants highly appreciated the variety of goods on offer and the work of personnel in catering and retail outlets of different zones in the passenger terminal. Such surveys will be carried out at Gagarin on a regular basis. Knowing the predilections of passengers and their characteristic profiles allows improvements in the service quality.