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Sydney Airport delighted to be recognised for customer experience excellence

November 25, 2016 Airport No Comments Email Email

Sydney Airport was delighted to be recognised at the 2016 Australian Airports Association (AAA) National Airport Industry Awards last night, winning the AAA Airport Innovation and Excellence (Customer Experience) Award for the airport’s Customer Care Centre.

Sydney Airport Managing Director and Chief Executive Officer Kerrie Mather said the award reflected significant investment to improve the airport experience for customers by providing a dedicated service to more efficiently respond to their enquiries.

“Our customers are at the heart of everything we do at Sydney Airport and it’s our priority to ensure they enjoy a positive airport experience,” Ms Mather said.

“We are proud and excited to have been recognised by our industry peers for our Customer Care Centre, an initiative which supports our aim to provide an exceptional customer experience.”

Sydney Airport’s Customer Care Centre opened in May 2016 as the airport’s first centralised customer service function to provide assistance to passengers, visitors and the general public.

Together with specialist staff, a new and centralised 133 number, 133 SYD, makes enquiries quicker and easier. More than 22,000 customers contact the centre each month with a broad range of written and telephone enquiries, including lost property, parking, flight and general information.

AAA Chief Executive Caroline Wilkie congratulated Sydney Airport on its contribution to the industry.

“Sydney Airport’s commitment to enhancing the customer experience sets an excellent example for our industry. The airport’s win for its Customer Care Centre is thoroughly well-deserved,” Ms Wilkie said.

The centre is equipped with the latest technology to ensure the customer care team can respond to all enquiries efficiently and accurately. Team members have all been selected for their professionalism, commitment to service excellence, attitude and embodiment of Sydney Airport’s values.

The AAA Airport Industry Awards celebrate and honour contributions and achievements made by AAA members each financial year. The awards seek to acknowledge the organisations and individuals who are achieving excellence within Australia’s airport industry.

The 2016 awards were announced last night at a gala event at Parliament House in Canberra attended by more than 500 airport industry leaders and representatives, along with the Commonwealth Minister for Infrastructure and Transport, the Hon Darren Chester MP and the Shadow Minister for Infrastructure and Transport, the Hon Anthony Albanese MP.

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