• Passengers rank Sydney Airport’s standard of services and facilities as good
• Sydney Airport continues terminal, airfield and road investments, aimed at delivering improved service quality outcomes
• Sydney Airport recently recognised for commitment to customer service excellence

Passengers continue to recognise Sydney Airport’s service quality ratings in the annual ACCC monitoring report, acknowledging the airport’s good services and facilities.

“We are delighted that Sydney Airport has maintained top end of satisfactory ratings, despite a strong growth in traffic and disruption from increased improvement works,” Sydney Airport Managing Director and Chief Executive Officer Kerrie Mather said.

“We continue to improve the experience for our passengers and airlines, having invested more than $3 billion in airport improvements since 2002 and planned investment of $1.3 billion over the next five years, including approximately $400 million in 2016.

“We’re pleased that our investment in services and facilities has been recognised by our 40 million passengers a year and our airline customers, with good ratings in a range of areas such as wayfinding, bathrooms, seating, check-in waiting time, kerbside pick-up and drop off, and runway standard.

“SmartGates were also highlighted as improving passenger processing, a great example of using technology to enhance the passenger experience.

“We thank passengers for their patience during ongoing airport improvement works and we continue to listen to their feedback as we work to deliver a positive experience at Sydney Airport.

“We also continue to consult closely with our airline partners and airport stakeholders to ensure that our investment in infrastructure and services reflects their business needs and is made in line with demand.”

The ACCC report recognised Sydney Airport’s investment in terminal, airfield and ground transport infrastructure to improve service quality and increase capacity, including an early bag store system, taxiway strengthening and additional aircraft parking aprons.

It also highlighted Sydney Airport’s new service level agreements with international airlines, noting that the Board of Airline Representatives Australia has identified this as a significant step to improved service quality outcomes for passengers.

Since the ACCC reporting period ended in June 2015, Sydney Airport has:

• Further invested in improvement works, with the most extensive development program since the Sydney Olympics in 2000;
• Made significant progress on a five year integrated ground transport plan to make it quicker and easier to get to and from the airport;
• Continued implementing the T1 improvement program to deliver an overall superior airport experience for passengers, airlines, visitors and staff through direct paths, clearer sightlines, more seating and better wayfinding throughout the terminal;
• Rolled out new technology to improve passenger processing and wayfinding, including outbound SmartGates in partnership with government and dynamic wayfinding e- directories with multilingual messaging;
• In response to passenger feedback we have opened new retail, food and beverage outlets including Australian and airport firsts that delivers more value and choice for customers;
• In response to airline feedback we have commenced initiatives to improve baggage processing and aerobridge servicing outcomes, working with our airline partners and ground handlers;
• Continued to offer great savings on car parking to customers who pre-book online, with almost 380,000 online bookings last year; and
• Been certified by the Customer Service Institute of Australia in recognition of our commitment to customer service excellence.