We are committed to continually improving the airport experience by responding to feedback, using new technology and delivering initiatives to enhance the overall airport experience. To read about our performance in this area, see our Sustainability Report.

Service qualities

Customer service remains one of the top drivers of customer satisfaction and influences the overall airport experience.

Sydney Airport meets regularly with business partners, including airlines, ground handling agencies and border agencies, on customer and operational related matters and surveys regularly to receive feedback from on ways to improve the customer experience.

Measuring customer satisfaction

Customer satisfaction surveys are undertaken to identify trends and feedback to help the business identify areas to focus on and monitor performance.

In addition to customer surveys, customers can provide feedback directly in a range of ways including via the Contact Us page on our website. At times, this feedback relates to airport business partners including airlines, border agencies and retailers. Where this is the case, we work with these partners to assist in responding to customer feedback. All feedback is reviewed and considered as part of our regular continuous improvement programs.

Sydney Airport Ambassadors

The Sydney Airport Ambassador program offers a warm welcome to visitors, providing exceptional customer service and creating a positive first and last impression of Sydney since 1999. Our Airport Ambassadors are located at the International and Domestic terminals to assist customers with information they may require during their travels.