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Airport report: Sydney poor service and others not great

April 4, 2014 Airport, Headline News 1 Comment Email Email

egtmedia59Sydney Airport achieved the worst score for service of Australia’s four main airports in the Australian Competition and Consumer Commission (ACCC) annual Airport Monitoring Report for 2012-13, released yesterday.

None of the airports scored highly for passenger service although (as if anyone would doubt it) all are making more money from car parking than ever.

“The 2012-13 report shows that all monitored airports continued to be profitable, however, for the second year in a row, only one airport achieved a quality of service rating higher than ‘satisfactory’ while there were continued signs of congestion”, said ACCC Chairman Rod Sims.

“Brisbane was the only airport to improve its quality of service, while Sydney Airport’s overall quality of service was again rated the lowest among monitored airports”, he said.

The ACCC reports annually on the performance of Brisbane, Melbourne, Perth, and Sydney airports, having been directed by the Australian Government to monitor the performance of the country’s four largest airports until 2020.

While Brisbane Airport improved its quality of service rating marginally, ratings for the other monitored airports remained comparatively flat during 2012-13.

“All airports also reported higher car parking revenues in 2012-13,” Sims confirmed. Coles-Training_250X250px

The four airports reported growth in revenues and margins from their aeronautical services, bolstered by relatively strong growth in both domestic and international passenger numbers and increases in some aeronautical charges.

“With growing profits and limited competition airports are in a position to improve their capacity and the quality of service,” Sims noted.

The report argues that continuing signs of congestion suggest that despite recent investment, the type, size and timing of the investments don’t appear to have added sufficient capacity to avoid aeronautical and landside congestion.

“It is likely that the current infrastructure at monitored airports will be under increasing pressure in future years given evidence of aeronautical and landside congestion at some airports,” Sims said.

Here’s a brief snapshot:

Sydney Airport

  • Overall average quality of service was unchanged at ‘satisfactory’.
  • Sydney Airport’s overall quality of service was again rated the lowest among monitored airports.
  • Passengers’ ratings remained unchanged at ‘satisfactory’.
  • Airlines’ ratings were lower in the ‘poor’ category. 

Solid growth in both international and domestic passengers and increases in some aeronautical charges have contributed to a rise in revenues and profits at Sydney Airport. Sydney Airport remains the airport with the highest aeronautical revenue and margin per passenger, and highest car parking revenue and margin per car park space. 

Brisbane Airport

  • Overall average quality of service increased slightly from ‘satisfactory’ to ‘good’.
  • Passengers’ ratings increased within the ‘good’ category.
  • Airlines’ ratings were lower in the ‘satisfactory’ category. 

Passenger numbers at Brisbane Airport were relatively flat with an increase of 1.9%. Average aeronautical revenues and margins also increased but airlines’ ratings continued to decline in 2012-13 as the airport deals with congestion in its aeronautical infrastructure. Airlines again expressed concern with the availability of certain aircraft related services and facilities, particularly runways. Brisbane has now committed to building a third runway, but this will not expand capacity until it is completed in 2020. 

Perth Airport

  • Overall average quality of service was unchanged at ‘satisfactory’.
  • Passengers’ ratings remained unchanged at ‘good’.
  • Airlines’ ratings increased slightly but remained ‘poor’. 

The recent trend of strong growth continued during 2012-13 with a 10.3% growth in passenger numbers, the strongest growth of all monitored airports. Perth Airport reported the largest increases in average aeronautical revenue and margins, increasing by 20.5% and 45% respectively in 2012-13. Airlines continue to express concern with management responsiveness and certain aspects of the international terminal. 

Melbourne Airport

  • Overall average quality of service was unchanged at ‘satisfactory’.
  • Passengers’ ratings were unchanged at ‘good’.
  • Airlines’ ratings decreased from ‘satisfactory’ to ‘poor’. 

The growth in passenger numbers at Melbourne Airport was the second highest of monitored airports during 2012-13. Average revenues and margins increased by 6.4% and 8.3% respectively. Airlines again expressed concerns with the standard and availability of certain aircraft-related facilities, particularly aircraft parking bays. There is evidence of emerging capacity issues in terminal forecourt areas and connecting road system.

Written by : Peter Needham

Currently there is "1 comment" on this Article:

  1. AgentGerko says:

    If you had a business that was highly profitable and held a total monopoly in your city would you spend money of silly things like service and customer satisfaction? No matter how poorly its rated Kingsford-Smith is going to be the only option for the next decade.

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