Perth Airport Improves ACCC Service Rating

Perth Airport’s overall quality of service rating in the Australian Competition and Consumer Commission’s (ACCC) Airport Monitoring Report for 2014/15 increased within the ‘good’ category, the second highest of the four major Australian capital city airports that are monitored (Brisbane, Melbourne, Perth and Sydney).

Contributing to this increase was the improvement in the average quality of service ratings for the availability and standard of total airport service and facilities from ‘satisfactory’ to ‘good’ during 2014-15, which was based on T1 International increasing from ‘satisfactory’ to ‘good’ while T2 and T3 maintained a ‘good’ rating.

The report is a benchmarking tool in relation to customer service and the delivery of airport facilities, and the results of Perth Airport’s extensive redevelopment program are now reaping benefits for passengers and airlines.

“We are delighted that the $1 billion we have invested to improve facilities and services is being recognised by our customers who are now enjoying an enhanced experience,” said Brad Geatches, Chief Executive Officer, Perth Airport.

The report notes that Perth Airport’s additional $250.6 million in aeronautical assets during 2014-15, was the highest investment made by all monitored airports, and is the third consecutive year of elevated investment levels.

“Despite the decline in passenger numbers and aircraft movements, we have looked through the cycle and continued to invest in transforming terminal facilities and customer services to ensure we deliver a world-class airport experience,” said Mr Geatches. “With a further $491 million in projects completed or due to be completed this financial year, we are confident that the customer experience ratings for 2015-16 will further improve as the benefit of our investments will be available for the full year.”

The most significant of the redevelopment projects is the T1 Domestic Terminal, which was opened in November 2015 and is not included in the 2014-15 results. The expansion of the T1 International Arrivals and Departures areas and the opening of Airport Drive will also contribute to the customer experience and ACCC results in the coming years.

“It is particularly pleasing to see that we have maintained and, in some cases, improved customer satisfaction while undertaking such an extensive redevelopment program, and we expect to see further improvements when the new facilities are included in the reporting period,” Mr Geatches said.

During the reporting period, the majority of ratings for aircraft related services and facilities, such as runways, aprons, taxiways, aircraft parking and ground handling increased at Perth Airport.

Perth Airport remains the best performing airport for On Time Performance for departures and second best for arrivals.

“Perth Airport is continually working to improve the efficiency of the airfield with major projects such as the completion of Taxiway Charlie extension and the upgrade to a Category III aerodrome to reduce delays during low visibility periods, such as fog, which is currently underway,” said Mr Geatches.

With the expansion of both the long term and short term parking at T1 by 47% and 18.5% respectively, the total number of car parking spaces at Perth Airport increased by 16.7% to 22,166 spaces. Due to the decline in passenger numbers Perth Airport did report a 1.2% decline in car parking revenue during 2014-15.

The passenger ratings for availability and standard of parking in both the T1/T2 and T3/T4 precincts both increased within the ‘good’ category.

“We are pleased that, compared to the other major airports, we are consistently offering the cheapest drive-up prices for short term parking and the introduction of our online car park booking system has delivered additional options, convenience and discounts for our customers,” said Mr Geatches.

The rating of kerbside facilities by landside operators, such as taxis and private cars, declined, however, the passenger ratings saw an improvement during the same reporting period.

“We acknowledge that construction work on the forecourt during the reporting period had an impact on ratings, however, the T1 forecourt project is due for completion later this year and will provide customers with an enjoyable, plaza style experience to relax in prior to travelling,” said Mr Geatches. 

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