Melbourne Airport

Corporate Information

Customer Service Awards

Customer Service Awards

Customer Service Awards

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Nominations are now open for the 2018 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 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 and Launceston 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 Superstar Award
Individual award for a person who has regularly and consistently delivered customer service excellence beyond normal expectations.

Customer Service Excellence Through Innovation Award
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 Service Volunteer of the Year Award
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 In Teamwork Award
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.

Customer Service Company Award
Working with service providers effectively and with demonstrable deliverables to ensure customer service excellence is achieved. 

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

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.

Excellence In Safety Award
An individual award for a safety initiative that has helped to improve a customer’s experience and promotes the delivery of good customer service

Airline of the Year
An airline who over the course of the previous 12 months has received numerous compliments for outstanding for outstanding customer service.

Nomination form

Complete the online form by clicking here.

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 and Launceston 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, Wednesday 10 May 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 100 words, 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
Customer Service Manager Peter Ververis
AAA representative
AOC Chair


For more information

If you wish to print and display a copy of the poster, please click here
For more information on last years event click here