Perth Airport Earns ‘Satisfactory’ Quality of Service Rating from ACCC

Perth Airport achieved a ‘satisfactory’ quality of service rating in the Australian Competition and Consumer Commission’s (ACCC) Airport Monitoring Report for 2013/14, while passengers rated Perth’s service quality as ‘good’.

The report monitors the prices, profits and services of the four major Australian airports (Perth, Brisbane, Melbourne and Sydney).

While Perth Airport has experienced the highest rate of passenger growth over the last 11 years, it had the lowest passenger growth of all monitored airports at 1.5% and a reduction of 1.2% in domestic passenger numbers for the first time in over a decade. This is largely due to a slowing in the resource sector and a weaker overall economy.

The ACCC report confirmed that Perth Airport’s investments in aviation assets (when measured as a percentage of total aviation assets) was the highest of all the monitored airports in 2013-14 and has been for the past four years.

Perth Airport Chief Executive Officer, Brad Geatches said, “The ACCC reports that in 2013-14 Perth Airport had completed and had underway $519 million in capital projects to improve customer service and to provide future capacity.”

The ACCC report acknowledged the significant investment Perth Airport has made in aircraft related services such as runways, taxiways, aprons and aircraft parking, and recognised the further investments in terminal infrastructure that are scheduled for completion later this year.

Later this year, the new $338 million Terminal 1 Pier and International Departures Expansion will be completed which will add substantial additional capacity and will transform the service being provided to passengers and airlines using the Pier.

Construction has also commenced on the renewal of the Terminal 1 forecourt into the $45 million landscaped plaza which will include covered waiting areas near the pick-up/drop-off lanes and bus area that will provide protection from the elements.

Perth Airport’s new $28 million Airport Drive, which together with the WA Government’s Gateway WA project, will progressively open from this month and will greatly enhance access to the Airport Central Precinct.

“Even though we are seeing a substantial slowing in passenger numbers and aircraft movements we are continuing our investments, with a further $150 million of projects commencing this year. We are ensuring we continue to invest in capacity to meet future demand noting the volatility in demand for Perth Airport’s services,” said Mr Geatches.

The ACCC reported that Perth Airport’s aeronautical revenue continued to grow strongly in 2013-14 reflecting the increases in airport charges agreed with airlines to help fund the massive investments that are underway.

The cost for international airlines to operate their aircraft at Perth Airport is the second lowest in Australia (Gold Coast is lower) and 35% lower than Sydney and Brisbane Airports.

“International tourism is a very competitive market. By keeping our airport costs low for international airlines Perth Airport is contributing to our international tourism competitiveness,” said Mr Geatches.

Quality of Service

“We expect to see further significant improvements in our quality of service ratings as we bring into operation the major new facilities we are currently building and which will complete this year ... Much of the service quality benefits from these major investments are yet to flow through to the ACCC quality of service results, noting that much of the ACCC data for 2013-14 is now over 12 months old,” said Mr Geatches. “Minimising the impact to customers and airport operations during such an extensive redevelopment program is challenging and we are pleased to have received either ‘good’ or ‘satisfactory’ passenger ratings for both international and domestic terminals in 2013/14.”

Perth Airport has increased the number of car parking spaces by 11.5% to 19,001 and introduced an online car park booking system. Further expansion of the T1 and T2 short term car parks is currently underway and includes additional public parking bays and dedicated motorcycle bays, including a mix of disabled access bays, ‘parents with prams’, pick up/drop off and overnight parking, along with dedicated Small Charter Vehicle and car rental areas.

“We are continually working to improve the efficiency of the airfield and focus our redevelopment projects on delivering a superior customer experience to ensure Perth Airport becomes a world class gateway to Western Australia,” added Mr Geatches.