Brisbane’s Airtrain has clocked up a major milestone, celebrating 15 years as the fastest, easiest and most cost-effective way to reach Brisbane city, the Gold Coast and suburbs from the airport with more than 22 million rides.
During this time Airtrain has won the Best Customer Service National Award from the Customer Service Institute of Australia three times for the range of initiatives undertaken to enhance passenger experience. These have included:
Being the first transport operator in Australia to offer free Wi-Fi.
Introducing a kids travel free policy into Brisbane city.
Guaranteeing that passengers who miss their flight as a result of a late running train a reimbursement of the cost of rescheduled flights, accommodation and transfers (up to A$400), subject to terms and conditions.
Since the first train departed the platform at Brisbane Airport in May 2001 Airtrain has been a leader in the transport industry with a constant flow of innovative offerings and more on the way.
Even Melbourne is looking to Brisbane as an example of the importance of having a fast, affordable and efficient airport train link to the city centre, with loud calls from across the community for a service from Tullamarine to the city and suburbs.
Chief Executive Officer, Chris Basche, said Airtrain commissioned Australian-first consumer research for transport in 2015 to look beyond standard airport passenger profiling to truly understand the motivators and pain-points for people when planning their airport transfers.
“This enabled our marketing team to not only showcase the benefits of our service that consumers are seeking, reflected through a new slogan ‘no worries’, but also helped us to deliver a rolling thunder of new innovations,” Mr Basche said.
“These recent innovations include the creation of a mobile-friendly hyper-responsive website for bookings and information on-the-move, City Duo savers where two customers can travel together between the airport and city for $28 and Early Bird Savers with discounts of up to 15 percent online,” he said.
“We installed wide-berth go card gates for a speedy and smooth transit for go card passengers, including those with large amounts of luggage, and a special ‘break in journey’ ticket allowing customers to travel from the airport to the Gold Coast but stop in Brisbane at no extra charge provided they let staff know in advance.
“This is on top of our fantastic Train & Transfer service directly connecting passengers from Brisbane airport to their Gold Coast accommodation by train and chauffeur driven vehicle.
Mr Basche said Airtrain has recently signed agreements with travel agent booking systems Amadeus and Travel Port to make it even easier for globetrotters to book with Airtrain. Both are in the process of implementing the services onto their booking systems. Airtrain is also optimising its timetable to meet customer demand and by the end of July free WI-Fi access will be available inside the terminals near Airtrain kiosks.
“As Queensland Rail expands its network with new lines like Morton Bay Rail Link opening this year and the Gold Coast light rail extension to be live for the Commonwealth Games in 2018, even more customers will enjoy easy, stress-free travel to and from Brisbane airport to Brisbane city and the Gold Coast, cementing Airtrain as a vital link for business and leisure travellers,” he said.
Since late 2015, Airtrain has displayed surf safety messages on its platforms to ensure passengers, especially overseas tourists, are aware of the potential dangers at Queensland’s beautiful beaches, as part of its partnership with Surf Life Saving Queensland.
Backing this up, Airtrain, in February 2015, donated funds to support Redcliffe Surf Life Saving Club with much-needed equipment including 40 vests and two spinal boards.
To showcase South East Queensland to Australian and international visitors, Airtrain has also developed strong partnerships with a wide range of tourism organisations, hotels and leisure activities, including Tourism Australia, Tourism and Events Queensland, Brisbane Marketing and Gold Coast Tourism, Sofitel and QT Gold Coast, RNA, Dreamworld and Skypoint.