• Sydney Airport’s newest customer initiative utilises technology to prepare travellers for a seamless airport experience
• Sydney Airport’s commitment to improving the customer experience acknowledged by International Customer Service Standard certification
• First Australian airport to achieve certification from the Customer Service Institute of Australia for its complaints handling processes

Sydney Airport has developed a new online video for travellers to help them prepare for their airport journey and further enhance the customer experience. This new initiative complements the airport’s recent customer service certification.

“Sydney Airport aims to provide customers with a positive airport experience, so we’ve launched a friendly and informative video to help infrequent travellers on their journey through the airport,” Sydney Airport Managing Director and Chief Executive Officer Kerrie Mather said.

“The new video is the latest technology we’ve harnessed to improve the passenger experience, complementing our Sydney Airport app, social channels, mobile and web presence,” Ms Mather said.

The video follows a couple from kerb to gate, providing tips on a seamless airport experience from check-in to departure. It is being promoted to travellers across Sydney Airport’s digital channels and the airport’s website at http://www.sydneyairport.com.au/prepare.aspx

The launch of the new video follows the airport’s recent achievement of International Customer Service Standard (ICSS) certification by the country’s peak independent customer service body, the Customer Service Institute of Australia.

“We’re thrilled to be the first Australian airport to receive certification for our complaints handling framework, in recognition of our efforts to respond to feedback from and improve the experience of close to 40 million passengers per year, as well as our airport partners and the wider community,” Ms Mather said.

“The ICSS certification formalises our commitment to customer service excellence, supports our customer-centric culture and provides a framework for continuous improvement.

“It also recognises Sydney Airport’s investment in our people, as we continue to equip them with tools to work collaboratively with our partners across the airport community to deliver customer service excellence.”

The International Customer Service Standard is the world’s leading customer service management tool. Sydney Airport achieved certification following a thorough evaluation process, including assessment of both customer facing and internal business units, together with the airport’s sophisticated customer complaints handling system. Sydney Airport delivered a result that is among the best ratings for an inaugural overall score achieved by any organisation assessed.

CSIA Chief Executive Officer Anouche Newman said the organisation is pleased to acknowledge Sydney Airport’s customer focus, which is integrated across the entire business.

“Sydney Airport demonstrated a real commitment to continually enhancing customer experience through staff training and development, the introduction of new technology, and consistent improvement in customer satisfaction ratings,” Ms Newman said.