Our Service Commitment
We are committed to providing a safe, seamless and enjoyable experience for all passengers. Our goal is to meet high service standards and keep improving how we operate.
Feedback from our customers is always welcome. You can share your thoughts through our online feedback form. All feedback is reviewed and, where possible, service issues are addressed. This supports the goals outlined in our Customer Charter and Company Vision.
Quality of Service Monitoring
We take part in the Airport Service Quality survey run by Airport Council International. It is the only global survey that measures how satisfied passengers are while they are at the airport.
Each quarter, we ask passengers to rate their experience on key service areas, including:
- helpful check-in staff
- wait times at security
- terminal cleanliness
- overall satisfaction.
How We Handle Customer Feedback
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.
Customers are invited to share their feedback via our Customer Feedback Form.