We’re committed to continually improving the airport experience by responding to feedback, using new technology and delivering initiatives to enhance the overall airport experience.

Service standards

Our Service Standards provide practical examples of the level of service expected from the entire airport community. These are used to guide day-to-day interactions with customers and ensure a great airport experience.

Customer experience committee

Our Customer Experience Committee (CEC) reviews existing projects and recommends new initiatives to enhance the customer experience. The committee tracks focus areas relevant to customer experience, and prioritises areas for improvement that drive customer satisfaction. These areas include ambience, terminal presentation, passenger processing and customer service.

Service Excellence training

To equip our team with practical ways to implement our service qualities, we conduct interactive workshops. These service qualities will apply to every interaction with customers we serve - wherever that is within the business or across the Airport. Our customer satisfaction levels have been continually improving and are encouraging, but there is more to do. We invested in the team as we acknowledge that it is important to continue to build on their capability to provide an effective and consistent service experience.

Quality of service monitoring

We monitor our service quality and ask for feedback to make sure we’re delivering. Our Customer Experience Committee ensures your feedback is communicated and reviewed so we act on opportunities to improve.

Our regular passenger satisfaction surveys complement passenger feedback. We meet regularly with business partners, including airlines and border agencies, to discuss this feedback. In 2018, overall passenger satisfaction with the international terminal T1 was 83% and for domestic terminal, T2 was 81%.

Initiatives

As part of the our international aeronautical agreements with airlines, we're delivering a step change in terminal presentation and airfield efficiency. We’ve undertaken extensive consultations with our airline customers to better understand and respond to their business needs.

To support our commitment to service excellence, we’ve developed a range of airport experience focused initiatives. Sydney Airport has invested $3.4 billion in airport improvements since 2002, and plans to invest a further $1.3 billion over the next five years.

We’re jointly investing around $500 million with the NSW Government to improve access to, from and around the airport by smoothing traffic flows and reducing kerbside congestion.

Other new and planned initiatives in response to feedback at Sydney Airport include:

• increased cleaning and maintenance
• improved facilities including upgraded bathrooms, more seating and energy efficient lighting
• new duty free, retail, food and beverage outlets
• enhanced wayfinding, more direct paths, clearer lines of sight and simpler signage
• terminal and airfield infrastructure improvements including expanded baggage systems, new aerobridges and gate expansions
• technology enhancements including new outbound SmartGates and upgraded Wi-Fi

Listening to our customers

Our ‘Rate Your Experience’ competition aims to encourage visitors to share their ideas on how we can improve. Your ideas are often incorporated into projects or become projects themselves! Learn more about the competition.

Value of team input

We encourage our teams to share ideas on improving the customer experience.

One of our key drivers of overall satisfaction is terminal presentation. To ensure teams can report any cleanliness or maintenance issues with ease, an app to report any issues was created. This allows staff to send a real-time notification, including a photo, of an issue that needs to be addressed. Sydney Airport’s partners have also embraced the reporting system.

Team recognition

Our Service Star program acknowledges staff working across the airport community who consistently deliver high levels of customer service and embody Sydney Airport’s Service Standards. The Service Star program provides an opportunity to give recognition to the staff who consistently get it right and make a difference to your airport experience.

Customer service certification

In 2015, Sydney Airport achieved independent certification with the Customer Service Institute of Australia (CSIA), in recognition of our commitment to service excellence, customer-centric culture and industry leading complaint handling framework.

We were the first Australian airport to achieve certification for our complaint handling process. Our interactive complaint handling system and service model features a web-based application and associated smartphone app, which uses real time data for complaint resolution.

The CSIA is Australia’s peak independent customer service body. It assesses performance against best practice complaint handling across a diverse range of industries and provides certification to the International Customer Service Standard (ICSS).

The CSIA certification involved a formal assessment process, including evaluation of customer facing and internal business units. Sydney Airport plans to leverage the information and support provided by CSIA to assist us in driving improved customer experience and business performance.