Quality of Service
BAC regularly undertakes research into service standards and facilities with a view to achieving continual improvement.
In addition to BAC’s research, the Australian Competition and Consumer Commission (ACCC) also uses a range of indicators to determine an overall rating of an airport’s quality of service, including the views of passengers, airlines and border agencies.
The Brisbane International Terminal and Domestic Terminal Central Area (mainly used by Jetstar and Tigerair) are common-user terminals, used by different airlines flying to and from Brisbane Airport and are included in the ACCC’s monitoring results.
Due to agreements in place with our airline partners in the Domestic Terminal, the ACCC’s recently released Airport Monitoring Report does not include Qantas and Virgin Australia Terminals. However, we are very pleased that this year Virgin Australia voluntarily joined the Quality of Service Monitoring program.
Over the reporting period (2001/02 to 2010/11), Brisbane Airport is proud to report that overall ratings across the International Terminal, Domestic Terminal and Other Airport Services remained at the satisfactory level or above with consistently good ratings for the last three years. (See chart below)
At the International Terminal, Brisbane Airport’s overall rating for international terminal services increased from satisfactory (from 2006 to 08) to good (from 2008 to 2011). Passenger ratings of waiting time for processes including check-in, immigration, inbound baggage inspection and baggage reclaim continued to be good in 2010-11.
Passenger ratings for the 'find-ability' of baggage trolleys, the quality and availability of seating and crowding in the lounge area; and the quality of the security search process decreased slightly but remained good over this reporting period.
Passenger ratings of circulation space for inbound baggage reclaim, the standard of washrooms, flight information display screens, signage and way finding were also consistently good for this reporting period.
In 2010-11 international passenger ratings of kerbside pick-up and drop-off facilities and kerbside space congestion decreased from good to below good, however ratings of taxi waiting times remained good.
At the Domestic Terminal Central Area, Brisbane Airport’s overall rating for the domestic terminal services was good over the entire reporting period. Passenger ratings of check-in and inbound baggage reclaim waiting time were good over the whole reporting period. Ratings for the quality and availability of seating in the lounge areas, for the degree of crowding in lounge areas, the quality of security search processes, circulation space for inbound baggage reclaim, flight information display screens, signage and way-finding were good throughout the whole reporting period.
Passenger ratings of the information display for inbound baggage reclaim was rated good in 2010-11 after satisfactory ratings in 2008-09 and 2009-10. The standard of domestic terminal washroom facilities was rated below good in 2010-11. Passenger ratings of the “find-ability” of baggage trolleys decreased to good following an excellent rating in 2009-10.
Domestic Terminal Central Area passenger ratings of kerbside pick-up and drop-off facilities and kerbside space congestion decreased slightly to below good in 2010-11. Ratings of waiting time associated with taxi facilities also decreased, but remained within the good range.
At the Virgin Australia Domestic Terminal, Virgin Australia’s overall rating for domestic terminal services was good in 2010-11. Generally, Virgin Australia’s passengers rated Virgin Australia’s domestic services and facilities similar to Central Area passenger ratings.
Virgin Australia’s passengers reported good ratings for baggage reclaim waiting time, washroom facilities, the quality of security search processes, information display for inbound baggage reclaim, circulation space for inbound baggage reclaim, flight information display screens, the degree of crowding in gate lounge areas, signage and way-finding and the availability of seating at the departure gates.
A satisfactory rating was achieved for the quality of seating at the departure gates; while Virgin Australia’s passengers rated check-in waiting time just below excellent.
Virgin Australia’s passengers gave slightly higher ratings for the standard of car pick-up and drop-off facilities but rated the taxi pick-up or drop-off experience similar to Central Area passengers.
At the International Terminal, airline ratings of check-in availability decreased to below good in 2010-11 and airline ratings of the standard of check-in facilities also decreased slightly, but remained satisfactory. Airline ratings of availability of aerobridge facilities decreased slightly within the satisfactory range in 2010-11, but ratings of the standard of these facilities increased in the same period and remained satisfactory in 2010-11. Ratings of both the availability and standard of baggage facilities decreased slightly but remained at a satisfactory level over the whole reporting period.
In 2010-11, airline ratings of the availability of runways, ground handling services, taxiways and aircraft parking facilities were good, while airline ratings of the availability of aprons decreased from good to satisfactory in 2010/11.
The standard of the runways and taxiways remained good, while airlines increased their ratings of aircraft parking facilities and ground handling services to good in 2010-11 following satisfactory ratings in 2009-10. Aprons were the only service to receive a rating below good. This was the first time that ratings were below good for the whole reporting period.
The airline ratings of airport management’s overall system for addressing quality of service concerns at Brisbane Airport increase slightly to below good. In commentary provided during the survey, several airlines noted that Brisbane Airport is approachable and generally responsive to issues raised.
The border agencies’ survey ratings for both the availability and standard of inbound immigration facilities were satisfactory and good respectively, remaining unchanged from the previous year. Availability of outbound immigration facilities remained satisfactory in 2010-11, following a rating of poor in previous years. The ratings of the standard of the outbound immigration facilities remained good, having been consistently rated as satisfactory across previous years.
Ratings for the availability of inbound baggage inspection facilities remained good in 2010-11, following two years of satisfactory ratings. The rating of the standard of these facilities remained unchanged from the previous period, also at good.
The border agencies’ rating of Brisbane Airport management’s approach to resolving quality of service issues remained unchanged at good in 2010-11. In commentary to the survey, it was noted that Brisbane Airport generally responds rapidly and cooperatively to quality of service issues.
The ACCC also ranked the airports’ aeronautical revenue per passenger as a proxy for average prices and overall ratings of the airports' quality of service (see graph below).
Sydney Airport had the highest average prices and the lowest overall rating for quality of service in 2010-11. In contrast, Melbourne Airport had the lowest average prices and was third behind Brisbane Airport and Adelaide Airport for overall quality of service. It is noted, however, that all of the monitored airports’ overall ratings for quality of service were within the satisfactory or good range.
Brisbane Airport has been ranked first for overall quality of service over the last eight years and was the only airport to achieve an overall quality rating of 'good' in 2010-11. Out of the five airports Brisbane Airport had the third highest aeronautical revenue per passenger and was the only airport to be positioned in the higher quality / lower price quadrant.
Obviously Brisbane Airport is proud to have consistently achieved a good rating over the last five years and will continue to work with airlines and agency partners to provide world-best services and facilities, and be the preferred choice for passengers, airlines and business.
While the Quality Service Monitoring Report is a Federal Government requirement, it provides a great opportunity for BAC to monitor feedback from passengers, airlines and border agencies.
If you have any feedback or suggestions as to how we can improve our services or facilities at Brisbane Airport please send to firstname.lastname@example.org.
For more information and to download the full ACCC report click here.