Corporate Information

Melbourne Airport Customer Service Awards

Melbourne Airport Customer Service Awards

Our Vision

The Melbourne Airport Customer Service Awards aim to identify and reward individuals, teams and organisations from across the airport where outstanding service has been delivered, reflecting 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 vision to be Australia’s airport of choice by delivering a superior customer experience.

Introducing the Customer Service Awards

All staff who work at Melbourne Airport are eligible for nomination. All nominations will go into the draw for a quarterly prize and will then be in the running for an Annual Customer Service Award at the Melbourne Airport Customer Service Awards ceremony.

Awards include: The Melbourne Airport...
• Customer Service Achievement Award
• One Airport One Team Customer Service Team Award
• “Moment To Remember” Customer Service Professional Award

The third Melbourne Airport Customer Service Awards night ceremony was held on Monday 15 June 2015.

And the winners are…

Customer Service Organisation Achievement Award:

Malaysia Airlines and Menzies Aviation

During an extremely challenging year, the airline / ground handler partnership of Malaysia Airlines and Menzies Aviation has been recognised by their peers for the delivery of consistently high service levels.

These organisations have responded to the emotion, immense public pressure and scrutiny with a dedication, compassion, sensitivity and resolve that reflects their customer service values and serves as a great example to the broader airport community.

One Airport One Team Customer Service Team Award:

United Lift Services

United was appointed as Melbourne Airport’s Vertical Transport Service provider before the end of 2014.

United quickly mobilised an expert team with an action plan that ensured minimal disruption to operations and stakeholders during the busy Christmas period. It was an extraordinary effort on their part and reflects strongly on their service and team culture.

ISS T4 Security Team of Warren Jones and Rob Clark

Warren and Rob assisted a passenger who collapsed during a very busy period in Terminal 4.

They worked together to perform lifesaving CPR for 20 minutes before emergency services arrival. Their response included crowd control for space and privacy in challenging conditions. This is the second time Warren and Rob have been recognised for their life saving heroics.

T2 Landside Sunglass Hut

This award recognises the consistently high customer service standards delivered by Sunglass Hut. Sunglass Hut consistently scored top marks in all service categories of the Mystery Shopper Survey.

“Moment To Remember” Customer Service Professional Award:

Peter Cortazzo – TGS - Melbourne Airport’s landside service provider

Peter responded to an incident in which an elderly passenger suffered a massive stroke after arriving on an international flight. The speed and efficiency of his response helped save the passenger’s life.

Elisapeta Faato – Assetlink - Melbourne Airport’s terminal cleaning service provider

Elisapeta responded to a motor vehicle accident on the departures level kerbside. Elisapeta responded without hesitation, providing support and comfort to the passenger until the arrival of the emergency services.

Gina Macri - Australian Produce

Gina’s nomination highlights the care and respect that comes across in her interaction with customers. Every customer is treated as an individual and she tries to make their shopping experience a great one.

Muhammad Tariq Hassan - TGS – Melbourne Airport’s landside service provider

Tariq received two separate nominations from customers expressing their gratitude for the great service he provided them. In both nominations Muhammad’s commitment to exceeded expectations and created a “Moment To Remember” for both customers.

Tim Eccles - NTL Aviation - Launceston Airport's ground handling service provider

Tim has been recognised for his outstanding contribution and his consistency in going above and beyond for Launceston Airport's passengers. Multiple nominations this year have demonstrated Tim’s exemplary effort in a range of circumstances. His commitment to delivering  the ‘memorable experience’ as promised in the Launceston Airport Customer Charter was evident to the judging panel in each of his nominations.

Quarterly award winners:           

  • Elisapeta Faato - Assetlink           
  • Imad El Sawalhi – TGS Security
  • Milad Alobaidi – ISS Security      
  • Peter Cortazzo - TGS Security    
  • Rupindar Pal Singh - TGS Security             
  • Craig Butler - APAM       
  • Jim Panagopoulos - TGS Security
  • Laura Hall – Hudsons Coffee
  • Richard Browne - TGS Security   
  • Tariq - TGS Security        
  • Mizan Ahmed - Smarte Carte    
  • Muhammad Tariq Hassan - TGS Security               
  • Rob Clark - ISS Security 
  • Scott Fitzgerald - ISS Security     
  • Tim Payne - Centastaff 
  • Warren Jones - ISS Security                        
  • Sabine Pedgeon – Virgin Australia           
  • Tariq Hashimi - ISS Security                         
  • Tim Eccles - NTL Aviation Launceston
  • Gina Macri - Australian Produce Retail

Congratulations to all nominees and award winners for 2015!

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If you have seen or experienced outstanding customer service at Melbourne Airport please nominate the individual, team or organisation concerned for a Customer Service Award. Nomination forms can be found at Melbourne Airport reception, or download a copy below.

Customer Service Awards Nomination Form (English Version)
Customer Service Awards Nomination Form (Chinese Version)

Alternatively your nomination could be a 2-minute video clip captured on your smart phone.
Please email all submissions to or drop off to Melbourne Airport reception Level 2, Terminal 2.

Phone: 9297 1873 for more information

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