Melbourne Airport

Corporate Information

Melbourne Airport Quality Service Monitoring

Melbourne Airport conducts over 11,000 passenger interviews each year to measure our passengers’ airport experience.

These interviews, conducted by external providers, seek the passengers’ perceptions of the quality and range of services provided at the airport. Respondents are international arriving/departing passengers (T2), and domestic passengers who travel within the T3 and T4 terminals.  These terminals are managed by Australia Pacific Airports (Melbourne).

The Qantas domestic terminal (T1) is managed by Qantas under a domestic terminal lease arrangement.  Approximately 1000 users of the Short Term and Long Term Car Parks are also interviewed.  To ensure the airport environment/profiles are represented, interviews are conducted in a mix of morning/afternoon and weekday/weekend periods.

The monitor asks respondents to rate their experiences using a 5-point scale where 1 is Extremely Poor and 5 is Excellent.  Each service/facility is rated and an average score calculated from the responses.

These quality service monitoring (QSM) results are an important tool for Melbourne Airport to assess its operations and are addressed at an operational, executive and board level.  The results are used to identify area of operations where resources need to be focused.   It also provides the ability to monitor performance over a period of time. This data is also used by the Australian Competition and Consumer Commission (ACCC) for its annual monitoring reports on airport performance.

Below provides an overview of the results from the last twelve months.   

T2 Terminal                                                                                                                                                       Rolling 12 Months
                                                                                                                                                                              2011Q4- 2012Q3
Check-in services and facilities Check-in waiting time             4.19           
  Average check-in waiting time per passenger during peak hour (average number of minutes): 9.06
Facilities to enable the processing of passengers through customs, immigration and quarantine Waiting time in inbound Immigration area 4.26
  Waiting time in inbound baggage inspection area 4.39
  Waiting time in outbound Immigration area 4.21
Security inspection Quality of security search process 4.20
Gate lounges and seating other than in gate lounges Quality and availability of seating in lounge area 4.11
  Crowding in lounge area 4.20
Inbound baggage systems, including reclaiming services and facilities Waiting time for inbound baggage reclaim 4.04
  Information display for inbound baggage reclaim 4.19
  Circulation space for inbound baggage reclaim 3.72
Baggage trolleys Findability of baggage trolleys 4.36
Flight information, signage and public-address system Flight information display screens 4.12
  Signage and wayfinding 4.04
Public areas in terminals and public amenities Standard of washrooms 4.13
Airport car parking Availability of car parking spaces 3.90
  Standard of car parking facilities 3.91
  Time taken to enter car park 4.06
Airport access Congestion at kerbside taxi pick-up and drop-off (1) 4.24
  Facilities for kerbside taxi pick-up and drop-off (1) 4.21
  Standard of facilities for taxis (1) 4.21
  Waiting time for taxis (1) 4.24

 


 

T3 Terminal                                                                                                                                                 Rolling 12 Months
                                                                                                                                                                       2011Q4- 2012Q3
Check-in services and facilities Check-in waiting time                           4.08
  Average check-in waiting time per passenger during peak hour (average number of minutes): 9.85
Security inspection Quality of security search process 4.32
Gate lounges and seating other than in gate lounges Quality and availability of seating in lounge area 4.00
  Crowding in lounge area 4.11
Inbound baggage systems, including reclaiming services and facilities Waiting time for inbound baggage reclaim 3.98
  Information display for inbound baggage reclaim 4.03
  Circulation space for inbound baggage reclaim 3.97
Baggage trolleys Findability of baggage trolleys 4.26
Flight information, signage and public-address system Flight information display screens 4.04
  Signage and wayfinding 4.10
Washrooms Standard of washrooms 3.96
Airport car parking service facilities Availability of car parking spaces reference T2 scores
  Standard of car parking facilities reference T2 scores
  Time taken to enter car park reference T2 scores
Airport access Congestion at kerbside taxi pick-up and drop-off (1) reference T2 scores
  Facilities for kerbside taxi pick-up and drop-off (1) reference T2 scores
  Standard of facilities for taxis (1) reference T2 scores
  Waiting time for taxis (1) reference T2 scores

 


 

T4 Terminal                                                                                                                                                     Rolling 12 Months
                                                                                                                                                                          2011Q4- 2012Q3
Check-in services and facilities Check-in waiting time           3.99         
  Average check-in waiting time per passenger during peak hour (average number of minutes): 6.85
Security inspection Quality of security search process 4.30
Gate lounges and seating other than in gate lounges Quality and availability of seating in lounge area 3.76
  Crowding in lounge area 4.02
Inbound baggage systems, including reclaiming services and facilities Waiting time for inbound baggage reclaim 3.99
  Information display for inbound baggage reclaim 4.25
  Circulation space for inbound baggage reclaim 4.00
Baggage trolleys Findability of baggage trolleys 3.80
Flight information, signage and public-address system Flight information display screens 4.11
  Signage and wayfinding 3.97
Washrooms Standard of washrooms 3.84
Airport car parking service facilities Availability of car parking spaces reference T2 scores
  Standard of car parking facilities reference T2 scores
  Time taken to enter car park reference T2 scores
Airport access facilities Congestion at kerbside taxi pick-up and drop-off (1) reference T2 scores
  Facilities for kerbside taxi pick-up and drop-off (1) reference T2 scores
  Standard of facilities for taxis (1) reference T2 scores
  Waiting time for taxis (1) reference T2 scores