22 March 2018

• Sydney Airport voted Best Airport in Australia/Pacific Region as part of 2018 Skytrax World Airport Awards
• Awards based on more than 13.7 million airport survey questionnaires
• Airports assessed on range of service and product performance indicators

Sydney Airport has been voted the top airport in the Australia/Pacific region by customers participating in one of the largest global customer satisfaction surveys.

The airport was recognised at this week’s Skytrax World Airport Awards in Stockholm.

Skytrax notes that its World Airport Awards assess customer service and facilities across 550 airports and are based on more than 13.7 million survey questionnaires completed by travellers of more than 100 nationalities.

Sydney Airport CEO Geoff Culbert was delighted by the news.

“To receive this level of global recognition makes me proud of the work the team has undertaken to improve the customer experience at Sydney Airport,” he said.

“We’ve made significant improvements to meet the needs of our customers and to be recognised through this award is humbling. It also inspires us to continue to focus on making our customers’ experience easier and more enjoyable as they travel.

“We’ve come a long way, but we still have more to do.”

Highlighting recent customer initiatives, Mr Culbert noted that: “Over the last 12 months, we’ve implemented a range of measures to build on this experience for our customers; from improving wayfinding using technology and digital channels, to a more contemporary offering of food and beverages concepts and retail brands in our refurbished terminals.”

Earlier this month, Sydney Airport also introduced automated check-in and bag drop zones in parts of the T1 International terminal, reducing the processing time for our customers.

Mr Culbert also emphasised the continued role that innovation would play in the ongoing experience of customers at Sydney Airport.

“The implementation of Chinese navigation app Baidu Maps, our partnerships with Google and Apple Maps, and the launch of our WeChat channel and Chinese-language website are all examples of how we’re creating a more meaningful experience for our international visitors,” he said.

“This year will also see the introduction of biometrics processing, allowing passengers to check-in and board flights using their face as a boarding pass and passport.”

Skytrax CEO Edward Plaisted said: “We congratulate Sydney Airport for their success in winning this important customer satisfaction award for 2018, amidst some serious competition particularly from airports in Australia. It demonstrates how much Sydney Airport continues to improve standards of customer service to be recognised as the Best Airport in the Australia/Pacific region.”

The Skytrax award adds to Sydney Airport’s 2017 Capital City Airport of the Year award from the Australian Airports Association.