- Friday 21 December 2012
It is becoming increasingly clear that Sunshine Coast Airport is impressing its passengers and industry colleagues alike.
On the back of receiving the Australian Airports Association Major Airport of the Year award for the second year running the airport’s annual passenger survey has returned the highest overall satisfaction levels to date.
Airport General Manager, Peter Pallot said this was the 7th annual passenger survey undertaken since 2006 with more than 500 passengers being interviewed in late November.
“The survey allows us to gather customer opinions and data assisting us to continue improving the services offered at the Airport,” Mr Pallot said.
“This year 79% of respondents recorded the top satisfaction rating and 99% gave the airport a rating of satisfied or above,” Mr Pallot said,
“It’s a wonderful result and a great reflection of our commitment to customer service.”
Easy access, quick check-in, cleanliness, friendly helpful staff, and the light open feel of the terminal all rated highly in what people liked about their Sunshine Coast Airport experience.
In good news for the Sunshine Coast tourism industry, the survey shows more than 65% of passengers travelling through the airport are visitors to the region and 55% of them are here for a holiday. Other great news is that first-time visitors grew by 5% on last year and the level of frequent visitors has increased from 44% to 52%.
“Customer service remains a priority for Sunshine Coast Airport, and whilst these results reflect that we are on the right path, there are always opportunities to improve the passenger experience and that is important to us,” Mr Pallot said.
“Even since the survey we have taken over the security screening point from Qantas and invested in new state of the art equipment and resources. This had an immediate effect with substantial improvements in passenger flows and customer experiences from day one, whilst maintaining the same high level security outcomes.”
The airport’s new free Wi-Fi system has allowed the survey to be completed using an iPad and internet-based survey system to replace the old paper-based method. This reduced environmental impacts, improved customer service and expedited the collation and analysis of the results.