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.