11:25 AM, 20°C MOSTLY SUNNY. Sun 20 Apr 2014(SYDNEY TIME)

People Requiring Special Assistance

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Disability Access Facilitation Plan

Sydney Airport aims to provide a positive experience for all travellers. Sydney Airport has developed this plan based on guidance provided by the Department of Infrastructure, Transport, Regional Development and Local Government. 

OBJECTIVE 

RESPONSIBILITIES 

PRIOR TO ARRIVAL

KERBSIDE PROCESSES

SECURITY SCREENING 

AIRPORT TERMINAL 

DIRECT ASSISTANCE 

SERVICE DELIVERY

COMMUNICATION STRATEGIES

EXPECTED IMPROVEMENTS

Objective

The primary purpose of the Disability Access Facilitation Plan is to advise passengers of:

  • The service measures Sydney Airport has in place to ensure access for passengers with disabilities
  • How passengers with a disability can best prepare for travel prior to arriving at the airport

The measures in this plan are to provide details on Sydney Airport’s policies and approaches to enable access to each stage of the journey through Sydney Airport for passengers with a disability. 

Responsibilities

Sydney Airport consists of three terminals:

  • The International Terminal (T1) for all international flights
  • The Domestic Terminal (T2) used by a number of domestic airlines including Virgin Australia, Jetstar, Regional Express, Brindabella, Aeropelican and for Qantas flights-QF1600 and above
  • The Qantas Terminal (T3) is for Qantas flights numbered QF400 - 1599

Qantas Airlines manage and operate their own terminal (T3), facilities and gates. Refer to the Qantas website for information on T3. Note:

Where an airline or government agency has the prime accountability for particular parts of the travel process any special assistance requirements are the responsibility of that airline or agency.

Prior to arrival

To assist in the provision of the best service available, please advise your airline or travel agent when making a flight booking of any disability or assistance required at the airport. The airline or travel agent can then make any necessary arrangements, for example to book a wheelchair or book a specific seat requirement for passengers with an assistance animal. It is also important to check if you require medical clearance in order to fly with a particular airline.

Airlines may have different guidelines for the carriage of people with reduced mobility and requirements for special assistance. Sydney Airport recommends that you speak to your airline at the time of your booking and check the airline’s website for its disability policies and procedures.

Sydney Airport recommends you always arrive with plenty of time prior to your flight departure. Your airline will advise you of the correct check-in time, or if in transit, minimum connection time requirements.

Tactile ground surface indicators are used outside the terminal to provide the visually impaired indication of any changes.

Parking

There are dedicated accessible parking spaces located at all our terminals. These are located at the nearest access points to the terminals. Our kerbside staff are trained to allow passengers with disabilities enough time to disembark from their vehicles.

Assistance from the kerbside to check-in counters is not available unless agreed with your airline.

Assistance with collection of bags, with transfers or to transport is not available. Sydney Airport recommends you speak with your airline to ask what assistance they are able to offer you.

The Domestic Terminals at Sydney Airport have dedicated disability accessible parking zones on both the Departures and Arrivals levels. The spaces are clearly signed on the roadway and signposted on the footpath. Vehicles utilising this area must have a disability pass displayed (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).

There are two separate areas dedicated to disability accessible parking at T2. To see the location of the T2 accessible parking areas please refer to the Domestic Precinct Disability Accessible Parking Bays map.

There are two dedicated spaces located at the outer kerbside, opposite the T2 Taxi rank. The spaces are clearly signed on the roadway and signposted on the footpath. Vehicles utilising this area must have a disability pass displayed. (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).

The new  T2 passenger pick-up area is located on the right hand side of Keith Smith Avenue across from T2 and on the right hand side of Shiers Avenue across from T3. It provides space for 51 vehicles with a free 10 minute pick-up period. There are 2 dedicated disability accesssible parking spaces available in this area. As this is located a short distance from the terminal drivers are permitted to leave their vehicles unattended.

There are two dedicated spaces located on the kerbside, directly opposite the centre doors of the Terminal. The spaces are clearly signed on the roadway and signposted on the footpath. Vehicles utilising this area must have a disabled pass displayed. (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).

There are two dedicated spaces located on the outer kerbside ahead of the government bus stop, opposite the T2 Hire Car area. The spaces are clearly signed on the roadway and signposted on the footpath. Vehicles utilising this area must have a disabled pass displayed. (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’). Click here for location of the Domestic Precinct Disability Accessible Parking Bays

Note 1: Parking when no Mobility Parking Permit is displayed

It is important that areas reserved for passengers with disabilities are only used by those who genuinely have a disablity. For this reason we ask our kerbside staff to ensure all vehicles stopping in these designated areas display a valid Mobility Parking Permit.

In order to assist people picking up a passenger with a disability where the driver does not have a Mobility Parking Permit, Sydney Airport has the following policy:

  • In the event a vehicle is picking up a passenger with a disability, but does not display a Mobility Parking Permit, the driver may utilise the disabled zones, however the passenger with the disablity must be waiting at the kerbside and produce a valid Mobility Parking Permit on request of a parking officer.
  • Parking of a vehicle in a disability accesible space without a Mobility Parking Permit, in order to wait for a passenger with a disability, is not permitted.

Note 2: Security Restrictions

There are a range of security procedures in place at all airports throughout Australia. Sydney Airport must abide by the security regulations determined by the Commonwealth Government. Apart from the T2 public pick-up area which is located away from the Terminals there are no exceptions to the rule that drivers must remain with the vehicle at each of the disabled zones described above.

Should the driver need to leave the vehicle to assist the passenger, there are a number of alternate options available, including:

Option 1 : Arranging for a third person to travel to the airport with the driver to escort the disabled person/s into the Terminal whilst the driver remains with the vehicle.

Option 2 : Check with airline staff to see what assistance can be offered to the Terminal whilst ensuring the vehicle is not left unattended at any stage.

Option 3 : There are public transport vehicles that are able to transfer you to the airport although you will still need to organise assistance in to the terminals.

Option 4 : Parking your vehicle in a disability accessible parking position located in the car park within close proximity to each Terminal and escorting the passenger with a disability to the Terminal safely

Domestic Car Park Domestic Car Park Disablity Accessible Parking Bays (266kB)

Domestic Multi-Storey Car Park

Sydney Airport provides accessible parking for all arriving and departing mobility impaired persons within the Domestic Multi-Storey Car Park. These disability accessible parking spaces are available as close as possible to the main terminal entrance. There are a total of 42 disability accessible parking bays in the Domestic Car Park.

Domestic Terminal – Eastern Side of the Precinct (just after 7th Street ) 

 Level No. of Spaces 
 1  6
 2A  2
 2B  2
 3A  2
 3B  2
 4A  2
 4B  2
 5B  2
Total   20

Domestic Terminal – Western Side of the Precinct (just after 4th Street ) 

 Level No. of Spaces 
 1  8
 2  5
 3  5
 4  4
 Total  22

Domestic Remote Long Term Car Park Remote Long Term Car Park Disability Accessible Parking Bays (57.83kB)

Sydney Airport provides accessible parking for all arriving and departing mobility impaired persons within the Long Term Car Park. There are a total of 48 disability accessible parking bays in the Long Term Car Park.

 Bus Stop D 6 Bays
 Bus Stop B  8 Bays
 Bus Stop C  6 Bays
 Bus Stop I  16 Bays
 Row 14/15  10 Bays
 Premium Undercover  2 Bays

Transport is provided to/from the long term car park by shuttle bus. The shuttle bus is disability accessible.   

International Terminal (T1):

The International Terminal has dedicated disability accessible zones on both the Departures and Arrivals levels

International:  T1 Departures Area

There are two dedicated parking areas located at the kerbside with wheelchair ramps. Both of these disablility accessible areas are conveniently located near a major Terminal entry. The parking spots are clearly signed on the roadway and signposted on the footpath. Vehicles utilising these areas must have a disability pass displayed. (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).

International : T1 Arrivals Area

There are no designated pick-up areas at our International Terminal. Anyone wanting to pick-up arriving passengers at T1 must proceed to the International Car Park given airport security requirements. Click here for location of the International Car Park Disability Accessible Parking Bays (714.68kB)

Important note: It is not permitted to pick-up passengers from the Departures or Arrivals roadway at any time. Attempting to pick-up passengers may result in a Parking Infringement Notice being served.

Note 1: Parking when no Mobility Parking Permit is displayed

It is important that areas reserved for passengers with disabilities are only used by those who are genuinely disabled. For this reason we ask our kerbside staff to ensure all vehicles stopping in these designated areas display a valid Mobility Parking Permit.

Note 2: Security Restrictions

There are a range of security procedures in place at all airports throughout Australia. Sydney Airport must abide by the security regulations determined by the Commonwealth Government and there are no exceptions to the rule that drivers must remain with the vehicle at each of the disability accessible zones described above.

Should the driver need to leave the vehicle to assist the passenger, there are a number of alternate options available, including:

Option 1 : Arranging for a third person to travel to the airport with the driver to escort the passenger with a disability into the Terminal whilst the driver remains with the vehicle.

Option 2 : Check with airline staff to see what assistance can be offered to the Terminal whilst ensuring the vehicle is not left unattended at any stage.

Option 3 :Parking your vehicle in a disability accessible parking space located in the car park within close proximity to the Terminal and escorting the passenger with a disability to the Terminal safely. 

Option 4 : There are public transport vehicles that are able to transfer you to the airport although you will still need to organise assistance in to the terminals.
International Car Park  International Car Park Disability Accessible Parking Bays (714.68kB)

Sydney Airport provides accessible parking for all mobility impaired within the International Car Park. There are three separate designated areas in the International Car Park with a total of 56 disabled bays available.

Clearly signed designated disability accessible parking spaces are available in the International Car Park. In the outdoor areas these are positioned closest to the terminal, while in the multi-storey car park they are located close to the terminal entrances and near lifts.

Vehicles using the disability accessible parking bays in the car park must display a valid ‘disability’ card.

International Mulit-Storey Car Park 

 Level No. of Spaces
 Level 2  13
 Level 3  13
 Level 6  17
 Total

 43


Note : Level 2 of the Multi-Storey Car park has disability accessible parking located closest to the walkway bridge to the terminal.

There are disability accessible toilets available on the ground floor and Level 2 of the multi-storey car park at the International Terminal.

International Car Park - Northern Side  

There are 10 disability accessible spaces available in the outdoor area on the side of the Car Park entrance. These are positioned closest to the Terminal.

International Car Park – Southern Side

There are 3 disability accessible spaces available in the outdoor area on the side of the Car Park exit. These are positioned closest to the Terminal.

Ground Transport

There is a variety of ground transport available for all passengers easily accessed outside all our terminals.

Terminal Transfers

If you are transferring between terminals and require assistance you should contact your airline to check to see what assistance they are able to offer. If you are able to transfer unassisted there are several options available to you. Besides taxis, there are also trains and the terminal transfer bus, the TBus, which operates between T1 and T2.

Taxis: At T2 and T3 the taxi ranks are located on the ground floor directly outside the terminals. At T1 it is located on the left as you exit the terminal, a short distance from the terminal entrance. Our kerbside staff at all the taxi ranks can assist with organising any special transport requirements. Be mindful, that although staff can arrange taxis that are able to accommodate wheelchairs there may be a wait while one is organised.

TBus: The TBus is wheelchair accessible and operates a regular loop service between T1 and T2. The bus stop for the TBus is located on the ground floor at T2, to the left as you exit the terminal. The TBus drops passengers off on the Departures level at T1.

The bus stop for the TBus at T1 is located on the Arrivals level, to the right as you exit the terminal and drop off is on the Departures Level at T2.

Train: There are train stations under T1, T2 and T3 which are accessible by lift. Note that T2 and T3 are connected by an underground tunnel from the train station.  Special arrangements for mobility impaired passengers may be made by speaking with train staff on the day of travel.

Security

At Sydney Airport, we aim to ensure that the facilitation of all passengers through security screening points is as efficient and seamless as possible. As you may know, all passengers must pass through security screening points in order to board their flight. Passing through a security screening point is a government requirement and each process involved in security screening is also a government requirement (Security Checks at an Airport).  However, we recognise that some passengers may require additional assistance or have special requirements for the security screening process.  To this end, we have recently introduced dedicated ‘Special Assistance Lanes’ at our International and Domestic terminals (T1 and T2) to help enhance the facilitation process. Special Assistance Lane Aviation Security Officers are trained to assist you and help make the security screening process smoother.

If you have travelled, you should find this security screening process familiar. If you haven’t travelled previously, please do not feel concerned. This guide will help prepare you before you arrive at the airport and explain the security screening processes involved.

Before You Arrive at a Security Screening Point

Please ensure that you only pack essential items in your carry-on baggage.  Medicines and/or medical tools that are essential for your journey are permitted to be packed in your carry-on baggage. In this case, please ensure you carry medical documentation supporting your need for medicines or medical tools with you. 

Pack all nonessential medicines and tools in your checked baggage. Similarly, all prohibited items and liquid, aerosols and gels (LAGs) over the permitted allowance (100ml containers or less within a 20cmx20cm or 15cmx25cm clear plastic resealable bag) must be packed in your checked-in luggage for international flights (What you cannot take on board). 

What happens once you arrive at a security screening point?

When you arrive at a security screening point you may be facilitated to join the Special Assistance Lane for security screening but as you may understand, there may be times when it may not be possible for an Aviation Security Officer to identify that you may need to join the Special Assistance Lane especially where you may have a cochlear implant, artificial hip or pacemaker for instance. For this reason we ask you to make yourself known to our Aviation Security Officers at the start of the main queue so they are able to help or direct you to the Special Assistance Lane for further assistance. Please present any official documents regarding medical conditions or special requirements to the Aviation Security Officers at the Special Assistance Lane to help assist making the security screening process smooth.

Remember, our Aviation Security Officers are there to help – so if in doubt, please do not hesitate to ask questions or request assistance. If we are not able to meet the request, we will endeavour to contact your airline representative who may be able to assist further.

Special Assistance Security Screening Practices

The following information may provide with you a brief overview of the different security screening practices for special assistance which meet the government’s regulatory requirements:

Medical Implants:  Please advise an Aviation Security Officer if you have a medical implant such as a pace maker, cochlear implant or similar electronic devices. The Officer will ask you to walk through a gate to bypass the walk-through metal detector. The Officer will then ask your consent to conduct a secondary screening pat down search. Further information about secondary screening is detailed in the section below. The Officer will also offer you the option of having the pat down conducted in a private room. An Officer of the same sex will conduct a secondary screening pat down search.

Artificial limbs / Prosthesis:  Please advise an Aviation Security Officer if you have an artificial limb or prothesis so you can avoid having to pass through a walk-through metal detector, causing it to alarm.  The Aviation Security Officer will conduct a secondary screening hand held metal detector (wand) search and must ask your consent to conduct a pat down search should the wand repeatedly alarm over an area. Further information about secondary screening is detailed in the section below.  The Officer will also offer you the option of having the pat down conducted in a private room. An Officer of the same sex will conduct a secondary screening pat down search.

Walking Aids:  Walking aids must undergo security screening.  Whenever possible and practical the walking aid will be x-rayed. In the event where the walking aid cannot be x-rayed, the item will be physically searched. The aid may undergo an Explosive Trace Detection test as well.  Security Screening points have chairs and loan walking aids are available for your use during this process.  

Wheelchairs:  Aviation Security Officers are familiar with the movement of passengers with wheelchairs. If passengers are able to stand and walk a short distance the method of screening will be through a walk-through metal detector. Whenever possible and practical your wheelchair will be x-rayed as well. If it is not possible to x-ray your wheelchair it will be physically searched instead. If you are unable to walk through the metal detector, our Officers will ask for your consent to conduct a secondary screening pat down process and physical search in your wheelchair. Further information about secondary screening is detailed in the section below. The Officer will also offer you the option of having the pat down conducted in a private room. An Officer of the same sex will conduct a secondary screening pat down search.

Vision Impairment:  Passengers who are vision-impaired will be asked if they are able to pass through the walk-through metal detector.  If the passenger has a guide dog, the passenger will be asked to pass through the metal detector with the guide dog. The guide dog’s harness will not be removed at any point. If a passenger has a cane, the cane will be screened and the passenger will be provided with assistance to pass through the metal detector. 

Some passengers may prefer to undergo secondary screening pat down rather than go through the metal detection process. In this case an Officer will ask for your consent to conduct a secondary screening pat down search.  Further information about secondary screening is detailed in the section below.  You can request a pat down to be conducted in a private room should you wish and it will be conducted by an Officer of the same sex.

Note 1: Security Screening process consent cards are available in Braille if you would prefer.

Medicines and Medical Tools:

You are allowed to bring medicines, hypodermic needles and medical tools if it is essential for your journey. However there are certain conditions you must follow to

  • Have medicines and/or medical tools ready for inspection;
  • An Aviation Security Officer may request proof of need for medications or tools for your journey. You may need supporting documentation from a relevant qualified   medical professional (such as a letter, prescription or medical card); and
  • Make sure the name on the label of the medication matches the name on the boarding pass.

Remember to take only what you need for your journey. Extra supplies and larger containers of medicine can go in your checked-in baggage. Biological Materials

There are certain conditions for carrying medical purpose biological materials through a security screening point and onboard an aircraft. In the first instance, please contact your airline regarding their conditions of carriage as the airline may reserve the right to deny carriage of the item.  Should the airline approve uplift of the item the airline will then determine whether an application for exemption from security screening needs to be sought from the Office of Transport Security especially in the case where the item is unable to be security screened, inspected or undergo an Explosive Trace Detection test.

The Security Screening Process

The following information may help passengers who are unfamiliar with the security screening process:

The X-Ray Machine

Once you join the Special Assistance Lane you will be asked to place all carry-on baggage and any smaller items into a small tray onto the x-ray machine’s conveyor belt.  Items to be placed in your carry-on bag or in the tray might include:

  • Keys, loose change, mobile phones, pagers, and personal data assistants (PDAs);
  • Heavy jewellery (such as pins, necklaces, bracelets, rings, watches, earrings, cuff links, lanyards or bolo ties);
  • Clothing with metal buttons, snaps or studs;
  • Metal hair barrettes or other hair decoration;
  • You will also need to remove your coat or heavy jacket and place it in one of the trays (business suit jackets do not need to be removed);
  • LAGs in a clear plastic resealable bag (for international flights); and
  • Laptop computers and video cameras with cassettes must be removed from their carrying cases and placed in one of the trays provided.

Do not hesitate to ask the security screening officer for assistance if you can not manage this on your own.

Please remember that certain items are not permitted onboard. For instance, prohibited items (What you cannot take on board) and for international flights; liquid, aerosols and gels over the permitted allowance (100ml containers or less within a 20cmx20cm or 15cmx25cm clear plastic resealable bag). You will need to surrender these before you pass through the security screening point. Check with your airline beforehand to find out what you can’t take onboard and either leave it at home or pack it in your checked baggage, if permitted.

Walk-Through Metal Detector

After divesting yourself of your personal items on to the conveyor belt and/or into the small tray, you will then be asked if you are able to walk through the walk-through metal detector unaided.  We are required to ask this question, however, we recognise that it may not be possible.  If you are travelling with a walking stick, our officers will provide you with a loan walking stick whilst we screen yours to help you to walk through the metal detector.  We provide additional seating at this area of the screening point to help facilitate the hand over of walking aids, and to make it easier for passengers who may need help to remove shoes for example or to reorganise themselves once they have cleared the security screening process.

It is recommended, that those passengers with a medical implant or prosthesis to make themselves known to an Aviation Security Officer at the start of the queue. The Officer will ask your consent to conduct a secondary screening pat down to satisfy the security screening requirements if you are unable to pass through a walk-through metal detector or if the metal detector continually alarms as you pass though it. The next section explains secondary screening in more detail.

Secondary Screening

Secondary screening occurs when you have either set off the walk-through metal detector alarm a number of times or if you have requested a secondary screening procedure in place of the walk-through metal detector.  Secondary screening can take the form of either a pat-down inspection, hand held metal detector inspection or Explosive Trace Detection test.  Secondary screening can be conducted in a private room if requested. Please ensure the Aviation Security Officer takes your carry-on baggage with you to the private room after it has been cleared through x-ray screening.  Please remember to take your carry-on baggage with you after you clear secondary screening.

Hand Held Metal Detector (Wand) Inspection

The hand held metal detector wand helps the Aviation Security Officer to identify the exact area on you that caused the walk-through metal detector to alarm. During this procedure, the Officer will pass the wand over your body without actually touching you. Every effort will be taken to do this as discretely as possible.  Please alert the Officer if you have a pacemaker or similar device as a pat down search will be conducted instead.

Pat Down Inspection

If you must undergo a pat down inspection, the officer will direct you from the metal detector to a screening station where he or she will brief you on the next steps.  We understand there may be some sensitivities involved with a pat-down inspection. To allay any concerns you may have regarding this procedure the following steps outline the process involved and your rights:

  • At this time, you should let the Officer know of any personal needs you may have due to a disability, or other medical concerns;
  • Ask for physical assistance if required;
  • An Officer of your gender will conduct your secondary screening; and
  • You may request that your search be conducted in a private room


Explosive Trace Detection

Aviation Security Officers may test you and your baggage for traces of explosives.  Officers must carry out Explosive Trace Detectionsampling on a random and continuous basis to meet regulatory requirements.

Additional (Airline Related) Security Measures

Please be advised that some airlines may have additional security measures at the gate immediately prior to boarding.  These measures could include further Explosive Trace Detection or bag inspections. These security measures are not always facilitated by Sydney Airport’s security service provider and may be conducted by a different company contracted directly to the airline.

Sydney Airport recommends that you contact your airline for further information around airline additional security measures.

Airport Terminal

Tactile ground surface indicators are used within the terminal to provide the visually impaired indication of changes of condition. The locations include escalators, travelators, ramps and stairs.

Access to/from Aircraft

Ramps and aerobridges allow easy access between the gate lounge and the aircraft. Airline staff can offer assistance for boarding and disembarkation by prior arrangement. In some cases, lift access is also available, particularly for regional flights.

Accessible Parking

Accessible parking for the mobility impaired is provided within all public car parks at Sydney Airport, located as close as possible to terminals. 

There are also set down areas available at various locations. Please refer to the section above titled Kerbside Processes for further information.

ATMs

All our ATM have Braille functionality. Automatic Doors and Lifts

Automatic doors and lifts to all levels of the terminals cater for those using wheelchairs or with mobility restrictions.

Chemist / Pharmacy

There are two Airport Guardian Pharmacies located within T1. One is located on the Departures Level near check-in counter ‘J’ and the other is located after the security screening point (airside) next to Gate 24.

At T2 a chemist is located near the food court on the Departures Concourse after the security screening point.

Directory Boards

There are interactive directory and way-finding boards located at T2. These have been specifically designed to assist people in wheelchairs and are located on the departures level prior to the security screening point and at various locations after the security screening point.

Drinking Fountains

Wheelchair accessible drinking fountains are located throughout our terminals.

Emergency Response

In the event of an emergency, public announcements will be made. Please follow any instructions given to you by fire wardens, who will be identifiable by their red or yellow helmets.

Flight Information Displays

The terminal has many Flight Information Display Screens (FIDS) throughout the public areas to advise flight arrival and departure times, boarding calls, ‘flight landed’ information, gate numbers and baggage carousel details. Public address announcements are also made by airline staff.

Gold Ambassador Volunteers

Sydney Airport has Gold Ambassador volunteers throughout our terminals between 6am and 9pm. They are easily recognisable by their bright yellow jackets. These volunteers will try to answer any questions you may have.

At T2 the Gold Ambassadors can be found on the Arrivals level opposite baggage carousel 2.

At T1 they may be found roaming through the terminal or available at the following locations:

T1 Departures:

  • Between check-in counters G and H, next to the glass lifts
  • Opposite Check in counter D, near the front entrance to the terminal
  • Opposite SYD Duty Free after customs and security screening

T1 Arrivals:

  • Opposite passenger exit A and B

Guide Dogs

Guide and assistance dogs are welcome inside our terminal.

International Flights and Border Security Areas

If you are departing or arriving on an international flight, you will be subjected to additional screening and border security processes.

If you have any specific enquiries regarding International Border Security procedures please contact the Australian Customs and Border Protection Service at http://www.customs.gov.au or the Australian Quarantine and Inspection Service (AQIS) at http://www.daff.gov.au/aqis.

For example there are services that AQIS provides to people who are accompanied by a disability assistance animal. Information is available on the AQIS website under www.daff.gov.au/aqis/cat-dogs/assistance.

Internet Kiosks

Free internet kiosks are available throughout the departures level of our International Terminal, both before and after the security screening points, as well as on the Arrivals level.

There are user pay kiosks available after security at T2 Domestic Terminal.

All the kiosks are wheelchair accessible.

Language Badges

SACL encourages all airport staff including security screening staff, Australian Customs Services, Australian Quarantine and Inspection Services, Department of Immigration Staff, cleaners and our own Gold Ambassador volunteers to wear name badges which also display flags of any language they speak. This also includes those who are fluent in Auslan.

Maps

Terminal brochures and terminal maps are available on both the Departures and Arrivals level of T1 International Terminal.

Medical Assistance

For urgent medical attention in our terminals please locate our Gold Ambassador volunteers who are able to contact medics or dial 9090 on any of the customer service phones ( not the public telephones) throughout our terminals. The direct number to dial from your own phone is 9667 9090.

There is also a Medical Centre available at the T1 International Terminal. This is located on Level 3 and is open from 8am- 5pm Monday to Friday. The Medical Centre can be contacted on 9667 4355.

Meeting Point

Sydney Airport has a centrally located ‘Meeting Point’ for passengers arriving at the International Terminal. This is located on the Ground (Arrivals) level of the International Terminal in the middle of the terminal between Pier B and Pier C, and located next to toilet facilities.

Printers

At the International Terminal (T1) user pay printers are available at the following locations on the Arrivals level: Velluto, Go and also at Smarte Carte.

Public Telephones

The public telephones are throughout our terminals. All public telephones are hearing aid compatible and SMS messages can be sent from all public phones in our terminals. See notes on TTY phones below.

Ramp Ways

Kerbside ramp ways are provided from the street to the sidewalk. They have also been fitted internally where there are stairs to negotiate.

Retail Design

As a standard, our retail tenancies, both Food and Beverage and Specialty are designed to comply with current codes at the time they are built. For example Food and Beverage Counters comply with height requirements and any alcoves allow wheel chair access. If this is not possible staff will always offer table service to passengers with a disability.

Terminal Transfers

For information about terminal transfers please refer to the section titled Kerbside Processes.

Toilet Facilities

Accessible toilets are located throughout the terminals and all bathroom amenities meet all the codes applicable at the time of construction. Braille is included at toilet block entries to assist the vision impaired locate the correct facility. Maps with locations of these facilities are available on our website.

Transport

Buses, taxis, rental car, rail and shuttle bus services are located outside the terminal on the ground (Arrivals) levels of our terminals

Travelling with Children

Some useful information is available on the SACL website for passengers travelling with children.

TTY Phones

T1 Terminal: TTY phones are located at the following points:

  • Level 1 (Arrivals):Opposite exit gates A/B arrivals
  • Level 2 (Departures): At the end of check-in counter G
  • Level 2 (airside - Pier B): At departure gate 22
  • Level 2 (airside - Pier C)   At the base of the escalators leading to the airlines lounges

T2 Terminal: TTY phones are located at the following points:

  • Departure level opposite check-in counter number 8
  • Arrivals level opposite baggage carousel number 2

Wheelchairs

At T2 wheelchairs are available upon request from your airline. Please advise them of any requirements at the time of booking and in advance of your arrival to the terminals.

At T1 passengers requiring a wheelchair to get to their aircraft  should contact their airline directly. However if you require a wheelchair whilst within the terminal you may borrow one from Smart Carte Baggage Storage office. This is located on the Arrivals (Level 1) and the hours of operation are 5.30am-9.30pm.  Smarte Carte Baggage Storage can be contacted on +61 2 9667 0926 or storage@smartecarte.com.au.

PLEASE NOTE:   If you are borrowing this wheelchair you will be required to leave your drivers licence or photo ID, this will be returned to you when you return the chair.

Direct Assistance 

Airline Responsibility

Airlines offer different products and various levels of service. Airlines are therefore best able to provide you with information about your travel and what assistance they may offer. Contact your airline to ask any questions or to determine what assistance they can provide to and from the aircraft, departures gates, baggage collection areas, flight connections and transport.

Gold Ambassador Volunteers

SACL has Gold Ambassador volunteers throughout our terminals between 6am and 9pm. They are easily recognisable by their bright yellow jackets. These volunteers will try to answer any questions you may have.

At T2 the Gold Ambassadors can be found on the Arrivals level opposite baggage carousel 2.

At T1 they may be found roaming through the terminal or available at the following locations:

T1 Departures

  • Between check-in counters G and H, next to the glass lifts
  • Opposite Check in counter D, near the front entrance to the terminal
  • Opposite SYD Duty Free after customs and security screening

T1 Arrivals

  • Opposite passenger exit A and B

People Movers

Some airlines use people movers within the terminal concourse (post security screening). Not all airlines do this so please contact your airline to establish whether the service is available to you prior to arriving at the airport.

Service Delivery

Performance Monitoring

Sydney Airport constantly monitors the service delivery at all the services and facilities in its terminals and where appropriate actions are undertaken to rectify any issues that arise.  

This is done in a number of ways:

  • Compliance with Part 8 of the Airports Act of 1996  and the Airports Regulations 1997
  • Participation in Airports Council International (ACI) Airport Service Quality (ASQ) surveys,
  • Independently run Customer Satisfaction surveys, as well as
  • A robust ‘in house’ complaints monitoring and reporting system managed by Sydney Airport’s Customer Relations team.

Communication Strategies

Sydney Airport encourages customer feedback as this allows us to continuously improve our level of service. We provide passengers or visitors to our terminals a number of ways of doing this. 

To provide feedback or for further information you can:

  • Complete our online feedback form. This can be located at the Contact Us webpage
  • Speak with our Gold Ambassador volunteers in person at out terminals
  • Email us directly at customer.experience@syd.com.au, or
  • Write to the Customer Relations team at:

Customer Relations

Sydney Airport Corporation Limited

Locked Bag 5000

Sydney International Terminal NSW 2020

Sydney Airport Telephone Switchboard

Phone: (02) 9667 9111

Operating Times: 8.30am - 5pm Monday to Friday 

Note: All correspondence is responded to within 10 working days.

Many organisations working together provide the services passengers experience at Sydney Airport. At times your enquiry or feedback is more appropriately handled by a particular organisation other than Sydney Airport. In order to assist you with directing your feedback to the appropriate team we have also provided links on our website to some of our airport partners. These can be located at Contact Us at the bottom of our home page at www.sydneyairport.com.au  

For example if your feedback relates to an aspect of our security service, including passenger screening at Sydney Airport, you can contact our security service provider, SNP Security, directly at haveyoursay@snpsecurity.com.au.  

Expected Improvements

Where relevant, all future expansion, developments or alterations to infrastructure are always undertaken in accordance with Australian Standards applicable at the time.