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Service
A spotlight on service has delivered
improved passenger satisfaction in 2012/13.
Quality of Service
Monitoring (QSM)
Customer
service
> Accreditation was gained for the new
market research standard ISO 20252.
> Melbourne further strengthened its
service commitment with five out of
the six key customer service indicators
increasing throughout the year.
> Service levels improved at Melbourne
with overall airport experience for the
international terminal increasing to
4.15 out of 5.
> More than 14,000 passengers were
interviewed in Terminals 2, 3 and 4.
> Melbourne became the first airport
in the world to gain accreditation to
the International Customer Service
Standard 2010-2014.
> Melbourne’s six key indicators are
ambience, cleaning, crowding,
information and way-finding, facility
availability, and courtesy and
helpfulness.
> Melbourne and Launceston will
continue to work to improve the level
of service delivered
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APAC ANNUAL REPORT 2012
APAC ANNUAL REPORT 2012
Technology
Focus on Asia
Technology is playing an increasingly
important role in delivering great customer
service across APAC’s operations.
The emphasis on key growth markets
remains at Melbourne as the focus
moved from being ‘China ready’ to ‘China
friendly’. Initiatives introduced during the
year included:
> Additional Mandarin speaking
staff appointed as part of the volunteer
Customer Care program.
> Self-service kiosks – part of a wider
program to streamline the passenger
experience, and in conjunction with
Air New Zealand, self-service kiosks
and automatic bag drops were
successfully introduced in Melbourne’s
international terminal.
> SmartGate – in close collaboration
with Customs, additional SmartGate
technology was installed in Melbourne’s
international arrivals area.
> Car parking online – an online booking
facility was introduced at Melbourne
that enables customers to pre-book
and pre-pay for car parking.
> Public announcements in Mandarin at
Melbourne’s international departures
international screening point to
provide real time updates and further
guide passengers.
Customer service
awards
The Melbourne Airport Customer Service
Awards were introduced to recognise the
number of organisations that contribute
to APAC’s daily operations and success.
Inaugural winners were announced
at an awards ceremony with more
than two hundred APAC staff and
nominees attending.
> Further cultural training for APAC and
front line staff.
> Mandarin classes for APAC staff.
APAC ANNUAL REPORT 2013
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