Where an airport user gives a rating of below satisfactory, it is required to support this rating with commentary detailing the complaint and steps it has taken to inform the airport operator of its complaint. The ACCC presents average ratings and non-confidential commentary from surveys and consultations with airlines and landside operators in its annual Airport Monitoring Report. Importantly, these reports do not disclose the identity of airlines and landside operators that participated in the surveys, nor does it attribute any comments to particular firms and individuals. ACCC-conducted survey data collection Airline surveys The ACCC sends the airline surveys directly to domestic airlines. In the case of international airlines, the ACCC sends these surveys to the Board of Airline Representatives of Australia (BARA), the peak industry body representing the interest of international airlines operating in Australia, which forwards the airline survey onto its members. For international airlines that are not members of BARA, and who use the monitored airports, the ACCC sends the survey directly to these airlines. The ACCC requests surveys to be reviewed and submitted by the airlines’ head offices, rather than operational managers. The ACCC considers that this provides additional assurance that the survey results reflect airlines’ views on commercial negotiations and their willingness to pay for aeronautical infrastructure. The ACCC does not disclose which airline has participated in the surveys nor do the Airport Monitoring Reports attribute any comments to any particular airline. Landside operator surveys and consultations The ACCC also engages with landside operators including taxi associations, bus associations and selected off-airport car parking operators through consultation involving a survey with a set of targeted questions about airports’ landside operations. Prior to 2014, landside operators did not formally participated in quality of service monitoring. The ACCC now collects information from these organisations through surveys, and where necessary, through direct engagement. Questions on landside operations are similar to some existing airline and passenger quality of service questions and the ACCC will asks for a rating between 1 and 5 to be provided. The ACCC does not disclose which landside operator has participated in the surveys nor do the Airport Monitoring Reports attribute any comments to any particular landside operator.
Quality of service aspects and associated criteria – passenger-related services and facilities Aspect Subjective Criteria Objective criteria Passenger surveys Airline surveys Other surveys Airport access facilities (taxi facilities, kerbside space for pick-up and drop-off) International services Capacity of terminal kerbside services and facilities designated for passenger pick up and drop off provided to landside operators such as taxis, and providers of other off-airport parking services, measured in terms of the number of standard car park spaces. Capacity of services and facilities designated for passenger pick-up and drop-off provided to the public at no charge measured in terms of the number of standard car park spaces. Domestic services Capacity of terminal kerbside services and facilities designated for passenger pick-up and provided to landside operators such as taxis, and providers of other off-airport parking services, measured in terms of the number of standard car park spaces. Capacity of services and facilities designated for passenger pick-up and drop-off provided to the public at no charge measured in terms of the number of standard car park spaces. International services Average rating of kerbside taxi pick-up and drop-off facilities Average rating of taxi facilities waiting time Average rating of kerbside space congestion Domestic services Average rating of kerbside taxi pick-up and drop-off facilities Average rating of taxi facilities waiting time Average rating of kerbside space congestion International services Nil Domestic services Nil International services Landside operators: Average rating of the availability and standard of taxi facilities Average rating of the availability and standard of kerbside space for pick-up and drop-off. Average rating of the overall system for addressing quality of service concerns. Average rating of management approach to concerns. Domestic services Landside operators: Average rating of the availability and standard of taxi facilities Average rating of the availability and standard of kerbside space for pick-up and drop off. Average rating of the overall system for addressing quality of service concerns. Average rating of management approach to concerns. off
Domestic services The number of departing passengers per: checkin desks, bag-drop facilities and spaces provided for checkin kiosks during peak hour time Domestic services Average rating of availability of check-in services and facilities Average rating of standard of check-in services and facilities Security inspection International services Number of departing passengers per security clearance system during peak hour Domestic services Number of departing passengers per security clearance system during peak hour International services Average rating of quality of security search process Domestic services Average rating of quality of security search process International services Nil Domestic services Nil International services Nil Domestic services Nil Outbound baggage system International services Average throughput of outbound baggage system during peak hour Total time that the outbound baggage system was interrupted Domestic services Average throughput of outbound baggage system during peak hour Total time that the outbound baggage system was interrupted International services Nil Domestic services Nil International services Average rating of the availability of baggage processing facilities Average rating of the standard of baggage processing facilities Domestic services Average rating of the availability of baggage processing facilities Average rating of the standard of baggage processing facilities International services Nil Domestic services Nil Baggage make-up, handling and reclaiming International services Average throughput of inbound International services Average rating of information International services Average rating of the availability International services Nil