Key Customer Support


Since September 2011 Pulkovo Aircraft Services has been appointed by Shannon Air Link to provide the Key Customer Support service (KCS) at St.-Petersburg Pulkovo airport.
This service was successfully implemented in Moscow Vnukovo airport with the help of our general partner – RusAero company.
Here are the main facts on the Key Customer Support service (KCS):

We provide:

General ground handling

  • Monitoring the flight handling at all stages (control over permits, transportation arrangements, hotel bookings, crew visa, catering orders and other requested services).
  • Rapid response on all queries.
  • Providing accurate information for crew, operator and passenger representatives

Personal manager for your passengers

  • Meeting passengers.
  • Assist with luggage registration.
  • Assist with pre-flight registration, Customs and Passport Control.
  • Constant contact with operator, passenger representatives and crew members, as well as airport authorities.

Personal Supervisor for your crew members

  • Aircraft's handling control from arrival till departure.
  • Meeting crew in terminal at departure, accompany to transportation at arrival.
  • Control of catering orders and timely delivery.
  • Assistance in passing Customs and Immigration.
  • Delivery of pre-flight documentation and flight briefings.
  • Help in communication with airport authorities and controlling them.

The Result:

As our client, you will get

  • Personal approach for every flight.
  • Rapid response on queries.
  • Control over flight handling at all stages.
  • Control over all services provided by the airport authorities.
  • Control over hotel accommodation and crew replacement?? until the arrival and departure.

«KCS» would provide Passengers with

  • Confidence that the flight is under constant monitoring and control.
  • The possibility of obtaining current reliable information about handling process and aircraft readiness for a flight, as well as the possible unforeseen delays associated with the airport closure due to weather or other reasons.
  • Accelerated passage of registration procedures, Customs and Passport control, as well as registration of special means (weapon, for example) on arrival and departure.
  • Informing the crew about passenger's requests and wishes, as well as their time of arrival onboard, number of luggage and other handling details.