Key Takeaways:
- Tashkent Airport has had a poor online reputation for many years, falling behind its Central Asian counterparts like Almaty and Manas International Airports.
- Over the past 4 months, ratings for the country’s largest airport have experienced a significant surge.
- This increase aligns with the reconstruction of the second runway, the addition of new facilities such as restaurants and shops, and the official end of the global pandemic declared by the WHO.
- While many travelers have positively noted the improvements, the most significant issue continues to be complaints against the staff.
A Track Record of Negative Reviews
For many years Tashkent Airport has struggled to impress the large number of international tourists who pass through its gates in search of a unique holiday experience in the Silk Road’s popular tourist destination.
The average Google rating of the airport is 3.7 out of 5 stars. This stands in stark contrast to its competitors, such as Bishkek’s Manas Airport (4.3), Almaty Airport (4.2), and Dushanbe International Airport (4.1). Even Ashgabat International Airport (4.3), which is largely closed off to mainstream tourism, comfortably beats Tashkent’s reviews.
In a recent global study, the airport was even featured as the 7th most stressful airport in the world.
This could have serious implications for Uzbekistan’s tourism industry. For many tourists, their first and last impressions of a country are shaped by its airports. Therefore, the significance of airport reviews cannot be underestimated.
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In the past few months, Tashkent Airport has undergone several changes, including the completion of the reconstruction of its second runway and the addition of new restaurants and a Duty-Free shop.
With all these improvements happening just before the official end of the global pandemic, the airport is now in a fantastic position to enhance Uzbekistan’s reputation as a popular international tourist destination.
Recent reviews of the country’s main travel hub indicate positive developments, contributing to an improved image for Uzbekistan’s tourism sector.
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What We Did
We analyzed more than 1,600 Google reviews of Tashkent Airport from the past 3 years, calculating average monthly and annual ratings. Additionally, we conducted a sentiment analysis, considering the written reviews and identifying common complaints.
Tashkent Airport Reviews: Our Results
In the four months leading up to August, we noticed a significant increase in recent reviews of Tashkent Airport, with an average score of 3.93.
This marked a considerable improvement compared to the ratings from last August, where the average score was 3.5, representing a relative increase of 12% in customer satisfaction.
| Period | Average Rating |
| April 23 – July 23 (4 month period includes renovations and new runway) | 3.93 |
| Dec 22 – March 23 (4 months) | 3.57 |
| Aug 22 – Nov 22 (4 months) | 3.5 |
| Aug 21 – July 22 (1 year) | 3.67 |
| Aug 20 – July 21 (1 year) | 3.6 |
Numerous written reviews also highlighted the airport’s improvements.
One passenger expressed, “Incredibly shocked by the changes both in the infrastructure and in the entrance to the airport.”
Another traveler mentioned, “The airport has gone through a lot of reconstruction and improvement of the infrastructure. The building seems fresh, new and modern.”
While the airport’s infrastructure may have improved, it appears that the next challenge lies in enhancing customer-staff relations. As one Spanish-speaking visitor pointed out, “Modern airport but management from the 70s.”
One customer described the airport staff as “incredibly rude,” while another claimed that they “ruined our 7-day multi-visit at checkout.” A local visitor expressed disappointment, saying, “Shame to my country,” while another complained that the airport “does not meet international airport standards.”
Furthermore, there were several complaints about the customer service desk not answering calls and even hanging up the phone during customer queries.
A Positive Outlook for Uzbekistan’s Tourism Industry
While it’s evident that Tashkent Airport is managing to please more tourists, there are still areas that need improvement to match the standards set by its competitors.
The results of our study could be encouraging for Tashkent’s tourism industry, especially considering that President Shavkat Mirziyoyev recently announced a $630 million investment into the tourism sector.
This investment comprises 58 initiatives, including subsidies for hotels and tour operators, which indicates a strong commitment to further develop and boost the tourism sector in the country.
Read our destination guide to Tashkent.