Melbourne Airport

Corporate Information

2016 Customer Service Awards Winners

Melbourne Airport hosted its fourth annual Customer Service Awards last week at Fox’s Car Museum, Docklands.

Several awards were presented for individual and team excellence in the delivery of customer services across Melbourne and Launceston airports.

As workplaces to over 14,000 people, it is important to recognise the hard work and enthusiasm of workers across both airports.

Congratulations to all the nominees and winners.

Quotes attributable to Carly Dixon, Executive Corporate and Public Affairs
“It takes tens of thousands of individuals to make Melbourne and Launceston airports tick, and the Customer Services Awards are a way to thank some of the inspiring individuals and teams who do tremendous work.”

“It’s encouraging to see the awards grow each year in the number of organisations nominated and represented.”

“We congratulate all the nominees who represent the huge team of customer-focussed and passionate individuals across numerous roles who all work together to deliver excellent customer service across Melbourne and Launceston airports.”



Individual customer service superstar

Craig Wills (Australian Border Force)

Highly commended individual customer service superstar

Mariah Magri (Red Rock Airport Services) & Ziad Sultan (TechGuard Security)

Customer Care Program volunteer of the year

Graham Muir (Customer Care Program)

Customer service excellence through service provider and Melbourne Airport business partner

Spotless Customer Service Centre

Customer service excellence through innovation

Departure SmartGate implementation team (Australian Border Force) 

Highly commended customer service excellence through innovation


Customer service excellence through teamwork

Brunetti (Melbourne Airport T4)

Highly commended customer service excellence through teamwork

Night shift ground crew (Melbourne Airport)

Judges’ choice

Nicole Ryan (Melbourne Airport)

Retailer of the year   

Australian Produce (Melbourne Airport T2)

Launceston Airport individual customer service

Tania Gromer (Avis car rentals)

Launceston Airport company customer service

ISS Security

Nominations are now open for the 2017 Customer Service Awards.

Melbourne Airport Customer Service Awards

If you have seen or experienced outstanding customer service at Melbourne Airport please nominate the individual, team or organisation for a Customer Service Award.

About the Awards

The Melbourne Airport Customer Service Awards reward individuals, teams and organisations from across the airport where outstanding service has been delivered.

The awards reflect the values and service promise contained within the Melbourne Airport Customer Service Charter.

The Charter provides a common focus for all airport-based organisations and staff in pursuing our goal to provide a world class airport experience for the travelling public.

Award categories

Customer Service Excellence Through Innovation
Through implementation of a new innovative activity or process which has improved the customer experience.  This could be but is not limited to, hardware, software, technology, systems or processes.

Customer Care Program Volunteer of the Year
Our Customer Care Program volunteers provide their time, wisdom and knowledge to assist our shared customers.  Nominees need to be a current member of the Customer Care Program

Customer Service Excellence Through Teamwork
A team who works together and achieves greatness together.  The team needs to be from the same organisation and all members/roles need to be listed.

Individual Customer Service Superstar
Individual award for a person who has regularly and consistently delivered customer service excellence beyond normal expectations.

Customer Service Excellence Through Service Provider and Melbourne Airport Business Partnering
Working with service providers effectively and with demonstrable deliverables to ensure customer service excellence is achieved. 

Melbourne Airport Retailer of the Year
A retailer who over the course of the previous 12 months has achieved the top scores in the Mystery Shopper program for customer service and experience.

Judges Choice
When there is a standout nomination which is worthy of an award – from any category.

Nomination form

To download a nomination form click here

Please email all submissions to or drop off to Melbourne Airport reception Level 2, Terminal 2.

Rules for entry

1.       Please submit your nomination for the category that best reflects the customer service excellence you have seen or heard. 

2.       Entry is open to any person or company who is based, and works the majority of their time, at Melbourne Airport. This includes     APAM, Airlines, service providers, not for profit organisations, government agencies, etc.

3.       Companies/entrants may only enter one submission in any one category.

4.       Entrants can self-nominate, but this must be declared.

5.       Entries can be submitted by an individual, company or customer.

6.       The Retailer of the Year Award will be judged based on the Mystery Shopping program, which has run for the previous 12 months.

7.       Achievements or activities referred to within your entry must relate to the qualifying period 1 July 2016 to 30 June 2017.

8.       Deadline for award submissions is 5pm, Friday 9 June 2017.  Nominations can be sent to:

           Customer Service Awards
           Melbourne Airport
           Locked Bag 16,
           Tullamarine VIC 3044

9.       Each category has a definition as a guideline as to what is being sought.  Eligibility must be clearly demonstrated as part of your response.

10.   An entrant, such as a franchise or an organisation that has multiple products, must enter each product individually.

11.   The submission needs to include all details of the nomination, with no further information to be added at a later date.  More information about the nomination form includes:

  • A limit of to two (2) pages, excluding cover page with nomination contact information
  • Minimum font size is 10, and standard single spacing is required
  • Nominator name and contacts, including company, must be included
  • Name and contacts of entrant, including company, must be included
  • If the nomination is for an individual or team, the contact details for the Senior Manager of that organisation based in Melbourne is also to be provided
  • In a partnership nomination, contact details for the Manager of the respective companies are to be provided
  • Hyperlinks are not to be included
  • The category of award must be included.

12.   All submissions are independently scored by the judging panel.  Results are correlated by the Chair of Judges.  In the event of a tied score, the Chair of Judges will make a determination and if warranted, a Highly Commended may be awarded.  The decision of the Chair of Judges is final.

Judging panel members

Manager Integrated Operations, Katie Cooper (Chair)
Executive Corporate and Public Affairs Carly Dixon
Executive Assistant Michelle Katris
AAA representative
AOC Chair

For more information

Phone: 03 9297 1600
To download a poster about the Melbourne Airport Customer Service Awards click here
To download a brochure about the Melbourne Airport Customer Service Awards click here