Sydney Airport’s ongoing investment in services, facilities and providing customers with value and choice is reflected in positive ratings
Passenger ratings increase for standard and availability of services and facilities, international check-in times and taxi waiting times
Approved Master Plan 2033 outlines development of and investment in terminal and airfield infrastructure to enhance productivity, flexibility and capacity
Sydney Airport has maintained its passenger satisfaction ratings in the annual ACCC
monitoring report, after passenger ratings increased to their highest level in a decade
“We‟ve invested around $2.4 billion in airport improvements since 2002 – around 25 per
cent of total revenues – and plan to invest a further $1.2 billion over the next five years,”
Sydney Airport Chief Executive Officer, Kerrie Mather, said.
“We‟re pleased that our investment in services and facilities has been recognised by our
38 million passengers a year, with passenger ratings for the standard and availability of
services and facilities increasing.
“Sydney Airport continues to listen and respond to our passengers‟ feedback as we
strive to deliver a world-class airport experience.
“We consult closely with our airline partners to ensure that our investment in airport
infrastructure reflects the needs of their businesses and is in line with demand.
“During the period, our airline partners identified some areas for improvement, such as
further apron capacity development. Accordingly, we‟ve now completed three new
aircraft parking bays (1A, 76 and 77), upgraded two existing aircraft parking bays (74
and 75) and upgraded to our sixth A380 gate, with further airfield development underway
to meet demand and deliver improved operational performance.
“The recently approved Master Plan 2033 also outlines plans for major infrastructure of
up to 16 additional A380 gates at our International terminal, and capacity to deliver up to
30 swing gates across the terminals to service international, domestic and regional
“Our passengers have highlighted kerbside congestion at the airport as an issue. As part
of our master plan, our ground transport plan significantly improves access to the airport,
kerbside and road traffic flows.
“Road works have already commenced in the T1 precinct and major development plans
are underway for improvements to the T2/T3 precinct.”
The ACCC reports Sydney Airport improved its ratings in areas including:
- Passengers‟ rating for standard and availability of services and facilities, reflecting
airport investment in service quality and infrastructure;
- Passengers‟ rating of check-in times at the International terminal increased from ’satisfactory’ to ’good’, as a result of more self-service check-in and bag drop options;
- Passengers‟ rating of taxi waiting times, due to more taxi bays at T2 and
improved kerbside management; and
- Airlines‟ rating for runway availability and the standard of taxiways.
“In the eight months after the ACCC reporting period ended in June 2013 to February
2014, Sydney Airport has invested a further $160 million in areas including aircraft
parking bays, car parking, gate lounges, check-in counters and security,” Ms Mather
“We continue to focus on developing the airport in a way that responds to the changing
needs of our passengers and airlines.”
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