Skip to Content

Thursday, 27 February 2020


Passengers have again rated Newcastle Airport as one of the country’s best, with the 2019 international Airport Service Quality (ASQ) survey results giving the airport a very healthy endorsement.

Customers rated the airport as the top achiever across a range of indicators, including car parking facilities and affordability, ease of connection to other flights and the short wait time at security, amongst others.

Newcastle Airport CEO Dr Peter Cock said the survey results were very pleasing.

“The ASQ survey, which samples over 1,400 passengers, shows us that we’re on the right track to achieving our purpose of being the airport the region deserves,” Dr Cock said.

“This bodes well for us as we move forward with our plans to upgrade our airport and continue to seek out new domestic and international routes.

“The ongoing support from our passengers, which is evident in this survey, provides us with even greater determination to grow as an airport and in doing so, help develop and stimulate our region.

“Our plans for an upgraded Newcastle Airport will allow long-haul aircraft to operate in and out of the region, unlocking billions of dollars in economic potential,” Dr Cock said.

12 airports in Australia and New Zealand participate in the ASQ program: Adelaide, Auckland, Christchurch, Cairns, Darwin, Melbourne, Newcastle, Coolangatta, Perth, Sydney, Townsville and Wellington.

ASQ is the only worldwide program to survey passengers on their day of travel, measuring passengers’ views of 34 key performance indicators.

Newcastle Airport finished in the top three across 24 of those 34 KPIs listed below:

 

    Custom Panel
Ranking (out of 12)
ACCESS Q7B. Parking facilities  1
ACCESS Q7C. VfM of parking facilities  1
PASSPORT/PERSONAL
ID CONTROL
Q7H. Waiting time at passport/personal ID
inspection
1
PASSPORT/PERSONAL
ID CONTROL
Q7I. Courtesy and helpfulness of inspection staff 1
SECURITY Q7L. Waiting time at security inspection 1
FINDING YOUR WAY Q7P. Walking distance inside the terminal 1
FINDING YOUR WAY Q7Q. Ease of making connections with other
flights
1
AIRPORT FACILITIES Q7AA. Cleanliness of washrooms/toilets 1
ARRIVAL SERVICES Q10C. Customs inspection 1
OVERALL
SATISFACTION
Overall Satisfaction Leisure 2
CHECK-IN (at this
airport)
Q7E. Waiting time in check-in queue/line 2
CHECK-IN (at this
airport)
Q7F. Efficiency of check-in staff 2
CHECK-IN (at this
airport)
Q7G. Courtesy and helpfulness of check-in staff 2
SECURITY Q7J. Courtesy and helpfulness of security staff 2
SECURITY Q7K. Thoroughness of security inspection 2
FINDING YOUR WAY Q7N. Ease of finding your way through airport 2
FINDING YOUR WAY Q7O. Flight information screens 2
AIRPORT FACILITIES Q7R. Courtesy and helpfulness of airport staff 2
AIRPORT FACILITIES Q7T. VfM of restaurant/eating facilities 2
AIRPORT FACILITIES Q7BB. Comfort of waiting/gate areas 2
AIRPORT
ENVIRONMENT
Q7CC. Cleanliness of airport terminal 2
OVERALL
SATISFACTION
Overall Satisfaction Other + Leisure 3
AIRPORT FACILITIES Q7Z. Availability of washrooms/toilets 3
AIRPORT
ENVIRONMENT
Q7DD. Ambience of the airport 3

 

Ends.

Media Contacts

Back to top