Quality of Service
Adelaide Airport has a vision to be a top tier Airport Business Centre in Asia Pacific, recognised for delivering exceptional outcomes to our customers, partners, shareholders and community.
Customer Service Charter
Adelaide Airport is committed to improving the customer experience and our Customer Service Charter outlines our promise in providing high quality service.
Quality of Service Monitoring
Adelaide Airport participates in the Airport Council International (ACI) Airport Service Quality (ASQ) survey.
The ASQ program has over 300 participating airports in over 79 countries and is the largest managed airport quality of service program. ASQ is the only global benchmarking programme measuring passengers’ satisfaction while they are at the airport.
A minimum of 350 surveys are collected each quarter seeking passenger responses to 34 service related topics including “helpfulness of check-in staff”, “waiting time at security”, “cleanliness of airport terminal ” and “overall satisfaction” on a scale of 1 (poor) to 5 (excellent).
To see our latest results from October – December 2023, please click here.
In addition to ASQ passenger surveys, our customers can provide feedback to us directly in a range of ways. Adelaide Airport reviews all feedback received, and where possible, will respond to service issues in an effort to achieve our Customer Charter and Company Vision.
The key to assessing the quality of customer service is the ability to measure it. Adelaide Airport has a Customer Feedback system which provides a systematic and managed approach to the identification, assessment, management, reporting and response to customer feedback.
To ensure consistency and corporate standards, only “responsible managers” have the authority to respond to feedback within their area of expertise and/or responsibility.
To view our customer feedback/complaint handling process please click here.
We would love to hear from you. If you would like to provide feedback to Adelaide Airport please use the feedback form here.
Customer Service Certification
In 2019, Adelaide Airport successfully achieved re-certification from the Customer Service Institute of Australia in recognition of our performance against the International Customer Service Standard (ICSS: 2015-2020).
The Customer Institute of Australia (CSIA) is Australia’s peak independent customer service body. The certification process involves an annual assessment which evaluates our customer service performance and culture across the whole of business.