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 rather than operational managers. The ACCC considers that this provides airlines’ head offices, additional assurance that the survey results views on commercial negotiations reflect airlines’ 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 landside operations. Prior to 2014, landside operators did airports’ 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.
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.
Guideline%20for%20quality%20of%20service%20monitoring%20at%20airports%20-%202015.DOCX