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Sydney Airport maintains record passenger satisfaction ratings

03 April 2014
Category:Media Releases

• 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 last year.

“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 aircraft.

“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 said.

“We continue to focus on developing the airport in a way that responds to the changing needs of our passengers and airlines.”

Download Fact Sheet - Sydney Airport: Investing in capacity and passenger experience

Laura Stevens
Manager, Media and Communications
(02) 9667 6477 or 0437 033 479

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