Brisbane Airport (BNE) has consistently received the highest ‘Overall average ratings of quality of service’ for 11 years in a row in the annual Airport Monitoring Report conducted by the Australian Competition & Consumer Commission (ACCC).
The Report presents the results of the ACCC’s monitoring during 2013/14 of the quality, prices, costs and profits at Australia’s four major international airports: Brisbane, Melbourne, Perth and Sydney.
Brisbane was the only one of the airports covered to have achieved an overall quality of service rating of ‘good’*.
BNE also received the highest average ‘Passenger ratings of quality of service’ in each of the past five years and the highest average ‘Airline rating of quality service’ for four consecutive years.
Brisbane Airport’s average rating for availability and standard of aircraft-related services and facilities, notably availability of runways, increased to ‘satisfactory’ in this year’s survey.
Julieanne Alroe, Brisbane Airport Corporation (BAC) CEO and Managing Director, said she was very pleased with the ratings which are a result of focused planning and a collaborative approach to improving airport facilities and services.
“The survey results are very important as it provides an unbiased measure of where we sit in relation to other airports and what areas we need to concentrate on.
“While congestion on our runway during peak times was noted as a challenge in the last ACCC Survey, it’s pleasing to know that the efforts and initiatives we’ve introduced in partnership with Airservices and the airlines, as well as the provision of more aeronautical infrastructure, have contributed to an improvement of our rating in this area,” Ms Alroe said.
With a $3.8 billion investment program in the pipeline for BNE over the next decade, BAC remains committed to building the airport of the future and supporting research into new technology and facilities that will improve the customer experience.
“We are heavily focused on how technology can make necessary airport processes much more enjoyable and efficient while passenger numbers continue to grow and we’re very excited to be launching world first initiatives such as our Digital Departure Card,” Ms Alroe said.
“Everywhere you look there are upgrades underway, at both terminals, across the airfield and at other precincts across the airport, which is all part of our goal to provide a world best experience for passengers, visitors, airlines and other business partners,” Ms Alroe said.
*The rating categories are: very poor, poor, satisfactory, good and excellent.