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BNE ranked No.1 for customer service for 9th year by ACCC

30 April 2013


Brisbane Airport (BNE) retained its first place ranking as Australia’s best airport for overall Quality of Service for the ninth consecutive year in the Australian Competition and Consumer Commission (ACCC) 2011-12 Airport Monitoring Report.


BNE also received the highest rating out of five airports for Quality of Service by passengers for the fourth consecutive year, and a rating of second out of five airports for airport services and facilities by airports.

Julieanne Alroe, Brisbane Airport Corporation’s (BAC) CEO and Managing Director, said since 2001 Brisbane Airport’s Quality of Service indicators have been consistently rated as satisfactory to good.


“At Brisbane Airport we continually strive to develop our infrastructure, facilities, and customer service approach in an effort to improve the experience for passengers and airlines using the airport.


“Retaining the number one ranking nine years in a row is a credit to the 20,000 workers at BNE who strive to improve the efficiency and quality levels of their own facilities and operations, as well as our partners in business, government and the local community who assist us in improving infrastructure and services overall,” she said.


Acknowledging the past year had been particularly challenging for all of Australia’s major airports, Ms Alroe said, “While we’re pleased with this result, we recognise that there will always be room for improvement.”




While the Report acknowledged that there were signs of congestion emerging at all the monitored airports, it makes reference to BNE’s current runway system being likely to reach capacity in the next two years.


In fact, this statement is directly in relation to peak morning and afternoon time slots only.


“This report does not differentiate between peak time capacity and overall airport capacity, which may lead to the incorrect assumption that Brisbane Airport will reach full capacity by 2015. This is not the case, as BNE retains significant opportunities for both domestic and international growth outside of peak times,” Ms Alroe said.


“BAC also continues to work closely with Airservices and the airlines in implementing a number of short-term measures to ensure our current runway operations are as efficient as possible. This includes being a signatory to, and contributing significantly to the delivery of, the 23 point Airport Capacity Enhancement program recently announced by Airservices, refining the current slot management system and ultimately, the construction of our New Parallel Runway,” Ms Alroe said.


Infrastructure Investment


As outlined in the Report, BAC continues to invest significantly in aeronautical assets at Brisbane Airport.


“In addition to achieving the highest asset investment level of any Australian Airport in 2011/12, BAC has delivered more than $1 billion in aeronautical assets since 2001/02 - second only to Sydney Airport.


“Across the board BAC has increased its level of investment in aeronautical services on average by 10 per cent in recent years,” Ms Alroe said.


The most recent infrastructure and improvement projects at BNE include:


  • Expansion of the Common User Satellite;Domestic Terminal Precinct Upgrade including: a new multi-level car park, Skywalk between the car parks and the terminal, re-configuration of the roadways in front of the terminal, a central taxi rank, and a 30 minute free pick-up waiting area;
  • Construction of eight Code C aircraft parking bays at the Domestic Terminal;
  • The construction of two Code F aircraft parking bays at the International Terminal;
  • Construction of 24,000sqm of taxiway at the International terminal;
  • Self-service bag drop facilities at the Domestic Terminal;
  • Upgraded seating, increased transfer check-in desks and upgraded bathroom facilities at the International Terminal;
  • New Flight Information Screens throughout the Domestic Terminal;
  • $50 million of site preparation works as part of Phase One for the New Parallel Runway; and
  • Upgrades to access roads including the intersection of Lomandra Drive and Qantas Drive.



Brisbane Airport background