Quality of Service

Adelaide Airport Customer Feedback and Quality of Service

Overview

Our vision is to be a top tier Airport Business Centre in Asia Pacific, recognised for delivering exceptional outcomes to our customers, partners, shareholders and community. A key element to attaining this vision is via the provision of high quality, customer services and facilities.

We regularly measure the performance of our services and facilities via an internationally recognised service quality program and by reviewing and responding to customer feedback.

Measuring Service Quality (ASQ)

Adelaide Airport participates in the Airports Council International (ACI) Airport Service Quality (ASQ) benchmarking program. The ASQ program has more than 220 participating airports in more than 50 countries and is the largest managed airport quality of service program.

The surveys are conducted year-round and the quarterly ASQ results are provided to AAL management approximately a month after the final survey has been recorded.

Customer Feedback & Complaints Handling

Adelaide Airport Limited (AAL) recognises the importance of its internal and external customers.

In addition to the ASQ passenger surveys, our customers can provide feedback directly in range of ways. Adelaide Airport reviews all feedback received and where possible, responds to service issues in an effort to achieve our company vision.

The key to assessing the quality of customer service is the ability to measure it. AAL’s Customer Feedback System provides a systematic and managed approach to the identification, assessment and management and reporting of customer feedback.

To ensure consistency and corporate standards, only 'responsible managers' have the authority to respond to customer feedback within their area of expertise and/or responsibility.

A flowchart of the customer feedback and complaints handling process is outlined below

Reporting

A summary report of the past 12 months of ASQ results and the customer feedback received during that period is published regularly.

 

AAL Customer Charter

 

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