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Quality of service—price-monitored airports

2004–05 | November 2005

QUALITY OF SERVICE REPORT: 2004–05ii

© Commonwealth of Australia 2005

This work is copyright. Apart from any use as permitted under the

Copyright Act 1968 no part may be reproduced by any process

without permission from the Australian Competition and Consumer

Commission. Requests and inquiries concerning reproduction and

rights should be addressed to the Director Publishing, Australian

Competition and Consumer Commission, PO Box 1199, Dickson

ACT 2602.

Produced by the ACCC Publishing Unit 11/05.

QUALITY OF SERVICE REPORT: 2004–05 iii

Contents

1 Introduction 41.1 The ACCC’s role and approach in quality monitoring 4

2 Airport comparisons 92.1 Overall airport ratings 92.2 Runway traffi c—demand and delays 112.3 Objective indicators 122.4 Passenger surveys 122.5 Airline surveys 132.6 Australian Customs Service survey 152.7 Airport overview 16

3 Adelaide airport 193.1 Objective indicators for quality of service 193.2 Passenger survey 203.3 Airline survey 233.4 Australian Customs Service survey 25

4 Brisbane airport 274.1 Runway traffi c—demand and delays 274.2 Objective indicators for quality of service 284.3 Passenger survey 294.4 Airline survey 314.5 Australian Customs Service survey 33

5 Canberra airport 345.1 Objective indicators for quality of service 345.2 Passenger survey 345.3 Airline survey 345.4 Australian Customs Service survey 36

6 Darwin airport 376.1 Objective indicators for quality of service 376.2 Passenger survey 386.3 Airline survey 386.4 Australian Customs Service survey 40

QUALITY OF SERVICE REPORT: 2004–05iv

7 Melbourne airport 497.1 Runway traffi c—demand and delays 417.2 Objective indicators for quality of service 427.3 Passenger survey 437.4 Airline survey 457.5 Australian Customs Service survey 48

8 Perth airport 378.1 Objective indicators for quality of service 498.2 Passenger survey 508.3 Airline survey 538.4 Australian Customs Service survey 55

9 Sydney airport 569.1 Runway traffi c—demand and delays 569.2 Objective indicators for quality of service 579.3 Passenger survey 589.4 Airline survey 609.5 Australian Customs Service survey 63

Appendix 1 Indicators of airport quality of service 64Objective measures 64Passenger perception surveys 66Airline user survey 67

Appendix 2 Base data for objective indicators 68Airport traffi c 68Airport scale of provision of service 69Adelaide airport 72Brisbane airport 76Canberra airport 80Darwin airport 82Melbourne airport 85Perth airport 89Sydney airport 93

QUALITY OF SERVICE REPORT: 2004–05 SUMMARY 1

GlossaryACCC Australian Competition and Consumer Commission

ACS Australian Customs Service

actual arrivals the actual number of aircraft that land during the measured period (morning peak hour)

AETRA a leading airport customer satisfaction program run jointly by IATA and ACI Worldwide, headquartered in Geneva, Switzerland

agreed arrival rate—also see OAC

indicates the maximum number of aircraft that can land at the airport within the measured period (morning peak hour)—also known as operationally agreed capacity

airside facilities runways, taxiways, aprons, aircraft gates and ground equipment

AQIS Australian Quarantine and Inspection Service

availability the availability of infrastructure and equipment and the occurrence of delays in gaining access to those facilities

average system delay the average of all airborne delay experienced by those aircraft that land during the measured period (morning peak hour)—this is the difference between the estimated time of landing after the aircraft becomes airborne and the actual time of arrival

CPI consumer price index

DOTARS Department of Transport and Regional Services

FID screen fl ight information display screen

gates a passageway in the airport terminal where passengers can embark or disembark aircraft

IATA International Air Transport Association

kerbside facilities space alongside terminal where vehicles can pick up and drop off passengers

landside facilities all parts of the airport that are not airside—includes terminals and the infrastructure within them and also facilities outside the terminal such as car parks and access roads

SUMMARY QUALITY OF SERVICE REPORT: 2004–052

maximum pro rata arrival rate

the highest arrival rate achieved for the part of the measured period (morning peak hour) where demand did equal or exceed the agreed OAC, expressed as a pro rata hourly rate

maximum system delay the maximum delay experienced by a fl ight during the measured period (morning peak hour)—this is an average of the maximum delays for all the daily peak hours in the month

OAC—also see agreed arrival rate

operationally agreed capacity

objective indicators indicators of adequacy or quality of service derived from basic measures of number or size of facility

peak demand within hour demand for that part of the morning peak hour when demand equals, or exceeds, the agreed OAC, expressed as a pro rata hourly rate

phase II airports airports privatised in 1998—Adelaide, Canberra and Darwin airports (of the price-monitored airports)

price-monitored airports Adelaide, Brisbane, Canberra, Darwin, Melbourne, Perth and Sydney airports

RPT regular public transport

runway demand the number of aircraft that, once airborne, have an estimated time of arrival within the measured period (morning peak hour)

standard the ability of equipment to perform the function intended, the reliability of the equipment and the possibility of it breaking down

terminal facilities aerobridges, check-in and baggage handling facilities

QUALITY OF SERVICE REPORT: 2004–05 SUMMARY 3

SummaryThis report presents the results of the Australian Competition and Consumer Commission’s (ACCC’s) quality of service monitoring at the seven price-monitored airports (Adelaide, Brisbane, Canberra, Darwin, Melbourne, Perth and Sydney) for 2004–05.

The key fi ndings are:

• On a rating scale ranging from very poor to excellent, the overall ratings of the seven airports has ranged from satisfactory to good over the three-year period from 2002–03 to 2004–05.

• Over the three-year period, Brisbane has been the top-ranked airport, achieving an overall rating of good. Melbourne, Perth and Sydney airports have generally been rated between satisfactory and good, while Adelaide, Canberra and Darwin airports have generally been rated as satisfactory.

• Melbourne airport’s rating has declined since 2002–03, while Canberra airport’s rating has improved.

• Runway traffi c at Sydney airport during the morning peak hour at times equalled or exceeded operationally agreed capacity during 2004–05. At the two other busiest airports—Melbourne and Brisbane—demand was generally below capacity at peak hour.

• The average system delay at morning peak hour at Sydney airport was about fi ve minutes in 2004–05, while the maximum system delay was about 14 minutes. Both results are unchanged from 2003–04.

• Since 1997–98 passengers have consistently rated the international terminals at Brisbane, Melbourne, Perth and Sydney airports as good. Over a shorter time series, passengers have rated the domestic terminal facilities as good for Brisbane, Melbourne and Perth airports and as between satisfactory and good for Adelaide and Sydney airports.

• Since 1997–98 airlines have generally rated the airside facilities within the range of satisfactory to good and the international terminal facilities within the range of poor to good. Within these ranges, airlines have rated the facilities at Brisbane and Melbourne airports as better than those provided at other airports. Airlines have generally rated the domestic terminal facilities at all airports as satisfactory since 2002–03, except for Canberra airport, which was generally rated as good.

• Since 1998–99, the Australian Customs Service (ACS) has rated airport facilities at all airports within the range of poor to good, with ratings being more variable compared with other survey responses. The ACS has generally rated Sydney as the best performing airport, rating its facilities as good over the period.

INTRODUCTION QUALITY OF SERVICE REPORT: 2004–054

1 IntroductionThis report presents the results of the Australian Competition and Consumer Commission’s (ACCC’s) quality of service monitoring at the seven price-monitored airports (Adelaide, Brisbane, Canberra, Darwin, Melbourne, Perth and Sydney) for 2004–05.

The ACCC has been monitoring the quality of service at airports since airports began to be privatised in 1997.1 A separate report, presenting the results of the ACCC’s price monitoring and airport company fi nancial reporting for these airports is expected to be released in early 2006.

Originally introduced as a complement and input to price regulation,2 quality of service monitoring is now considered an important complement to price monitoring: it continues to provide an incentive (in addition to commercial incentives) to airports to maintain appropriate service standards and adds a level of transparency and comparability (between airports) that would not otherwise exist. It may provide information to airport users that will help them when negotiating commercially with airports, and help the government address public interest matters relating to the regulation of airports.

Since 2002–03, the ACCC has reported on more measures of service quality. In particular, some ‘objective measures’ were introduced to complement the (largely subjective) surveys of airport users’ perceptions. Basic measures of number, or size, of facility have been converted to indicators of adequacy or quality of service (e.g. by expressing these as an amount per passenger at peak hour). The introduction of these objective measures followed a consultative process with airports and other stakeholders in response to comments made in the Productivity Commission’s report on Price regulation of airport services.3

The report begins with an overview of the ACCC’s role and approach to quality of service monitoring. This is followed by a comparison of the airports on various indicators and the specifi c quality of service results for each airport. The items monitored are listed in appendix 1, while the base data for the objective measures are shown in appendix 2.

1.1 The ACCC’s role and approach in quality monitoringQuality of service monitoring by the ACCC was introduced in 1997 as a complement to price controls when airports began to be privatised. Its key function is to report on whether airport operators degrade service standards to reduce costs and increase profi t.

1.1.1 Regulatory frameworkPart 8 of the Airports Act 1996 requires the ACCC to monitor and evaluate the quality of airport services and facilities against specifi c indicators that are prescribed by regulations made under s. 153 of the Airports Act and by ‘such other criteria as the ACCC determines in writing’.4

Part 8 of the Airports Regulations 1997 sets out various prescribed performance indicators which the ACCC uses to monitor and evaluate the quality of airport services and facilities of particular airports. They include several objective or ‘static’ indicators about the number, availability and adequacy of particular facilities; and some subjective satisfaction ratings by airport users (airlines and passengers). Generally, the regulations require that Brisbane, Melbourne, Perth and Sydney airports provide more, or more detailed, information than Adelaide, Canberra and Darwin airports. In particular, Adelaide, Canberra and Darwin airports are not required to conduct passenger surveys. Adelaide airport does, however, survey passengers for its own purposes and provides this information to the ACCC voluntarily.

1 Before 2002–03, the ACCC reported the results of quality of service monitoring in fi ve separate reports each year. One report was published for each for the three phase I airports (Brisbane, Melbourne, Perth), one report for Sydney airport, and one report for the phase II airports (Adelaide, Alice Springs, Canberra, Gold Coast (Coolangatta), Darwin, Hobart, Launceston and Townsville). These regulatory reports contained each airport’s fi nancial reports, quality of service monitoring, price monitoring and reported on price cap compliance as required for particular airports.

2 The ACCC was required to consider the quality of service in its deliberations on airport pricing proposals.

3 Productivity Commission, Price regulation of airport services: inquiry report 2002, pp. 265–271.

4 Subsection 155(1) of the Airports Act.

QUALITY OF SERVICE REPORT: 2004–05 INTRODUCTION 5

After airport price regulation signifi cantly changed in 2002,5 the ACCC consulted airports, other stakeholders and the Department of Transport and Regional Services (DOTARS) and reviewed the indicators it used in its quality monitoring. This resulted in the ACCC publication, Guidelines for quality of service monitoring at airports.6 The guidelines and an accompanying template provide the details of information that airports should supply to the ACCC.

The regulations have not yet been updated to refl ect the new requirements developed by the ACCC’s review. The Airports Act is currently subject to review by DOTARS and the ACCC anticipates that, following fi nalisation of the review, the regulations will be amended to refl ect the quality of service indicators outlined in the guidelines.

1.1.2 The ACCC’s approachThe ACCC monitors only those facilities and services provided by, or that could be infl uenced by, the airport operator. These facilities and services include:

• airside facilities such as runways, taxiways and aprons

• terminal facilities, such as international departure lounges and baggage claim

• car parking

• taxi and bus pick-up and drop-off points.

Domestic terminals owned and/or operated by airlines are not included.

The ACCC has tried to cover, in its quality monitoring, the range of facilities that are subject to price monitoring. These include both aeronautical and aeronautical-related services as defi ned in Direction 27 under the Trade Practices Act 1974, where ‘aeronautical-related services’ include, for example, landside vehicle access and check-in counters.

This report draws on information from several sources:

• airport operators

• passengers of the airport

• airlines

• Airservices Australia

• Australian Customs Service (ACS).

Airport operators

Airport operators provide the ACCC with a range of objective data on the number or size of various facilities. These include the number of passengers at peak hours, the number of aerobridges and the size of gate lounges. The ACCC has converted these to indicators of adequacy or quality of service, such as the area of lounge per passenger at peak hours, and percentage of passengers using aerobridges. These objective indicators, listed in appendix 1, follow the ACCC’s Guidelines for quality of service monitoring at airports.

The derived objective indicators are shown in tables in the body of the report for each airport for the three years they have been calculated (2002–03 to 2004–05). The data on which these objective indicators are based is detailed in appendix 2.

Measures that relate to the size of facilities generally relate to the end of the fi nancial year 2004–05, whereas measures of throughput, such as numbers of passengers or bags, relate to the whole fi nancial year, unless specifi ed as daily or for peak hour.

5 Price cap and price notifi cation regulation of aeronautical services (except for aeronautical services to ‘regional air services’ at Sydney airport, which remain subject to a price cap) was replaced by price monitoring from 1 June 2002.

6 These guidelines are available on the ACCC’s website at www.accc.gov.au


Passenger perception surveys

The passenger perception surveys arranged by each airport differ somewhat in their coverage and detail, but all broadly provide the information specifi ed in the regulations and guidelines. The areas covered include passenger check-in, security clearance, government inspection, lounges, washrooms, baggage collection, signage, car parking, and vehicle access for arriving and departing passengers.

Surveys at most airports ask respondents to rate their level of satisfaction with facilities on a scale from 1 to 5.

1 2 3 4 5

very poor poor average, fair, or satisfactory

good excellent

There is one main deviation from this approach: Sydney airport uses a global survey conducted by the International Air Transport Association (IATA).

The ACCC accepted the IATA survey for Sydney airport because it is an authoritative independent survey by a user group that allows benchmarking against major world airports. Questions in the IATA survey are broadly equivalent, but not identical, to those expected in the Australian regulations. While a consistent methodology across all airports is desirable, the IATA survey does allow international comparisons and there is a time series back to 2000.

Before 2004–05, Perth airport used a 1–7 rating scale which was converted to the ACCC’s 1–5 scale. However, this year Perth has changed its survey methods and now conducts its survey using a 1–5 rating scale. Section 8.2 of this report details the major changes in Perth’s survey methods.

As noted above, the regulations do not require Adelaide, Canberra or Darwin airports to undertake passenger surveys. Accordingly, the ACCC’s guidelines do not require these airports to undertake passenger surveys. Adelaide airport does, however, survey passengers for its own purposes and provides this information to the ACCC voluntarily.

The average ratings for each indicator in the passenger perception surveys are shown for each airport. The average ratings for domestic terminals and international terminals are shown, with a time series if available.

Airline surveys

The ACCC has surveyed airlines on their perception of the quality of facilities they use at the monitored airports. The facilities and services covered include:

• airside facilities—runways, taxiways, aprons, aircraft gates and ground equipment sites

• terminal facilities—aerobridges, check-in and baggage handling.

Airlines were asked to rate two aspects of these facilities:

• availability—the availability of infrastructure and equipment and how often there were delays in accessing those facilities

• standard—the ability of equipment to perform the function intended, the reliability of the equipment and the possibility of it breaking down.

The airlines were also asked to rate the airport operator’s responsiveness or approach to addressing problems and concerns about the above facilities.

Full details of the questions are in appendix 1.

The scale used for airlines’ ratings, shown below, was essentially the same as that sought for passenger survey responses.

1 2 3 4 5

very poor poor satisfactory good excellent

QUALITY OF SERVICE REPORT: 2004–05 INTRODUCTION 7

Ratings given by airlines have been averaged (with equal weights) to give an overall rating for each facility at each airport.

Airservices Australia

Airservices Australia was asked to provide data to indicate the adequacy of airport runways to handle the traffi c. Airservices Australia currently records several measures of peak-hour arrival performance monthly at Brisbane, Melbourne and Sydney airports. The facilities to gather this data have not yet been installed at any of the other airports. Airservices Australia has advised that the next expansion of this system is likely to be to Adelaide and Perth airports; however, the timing of this expansion has not been set.

Airservices Australia’s aircraft traffi c measures

Airservices Australia’s measures relate to the busiest morning peak hour at each of the three airports, generally 7.30–8.30 am, averaged across all days in the month or year specifi ed.

Demand—counts how many aircraft that, once airborne, have an estimated time of arrival within the measured period (morning peak hour).

Actual arrivals—counts the actual number of aircraft that land during the measured period. This is always close to ‘demand’ since demand refers to aircraft already airborne, which will generally land at the destination airport close to the estimated time of arrival.

Agreed arrival rate—or operationally agreed capacity (OAC), is derived from modelling and expert consensus. It indicates the maximum number of aircraft that can land at the airport within the measured period. This varies for several different runway modes and depends on weather conditions.

Peak demand within hour—demand for that part of the hour when demand equals, or exceeds, the agreed OAC, expressed as a pro rata hourly rate.

Maximum pro rata arrival rate—the highest arrival rate achieved for the part of the measured period when demand did equal or exceed the agreed OAC, expressed as a pro rata hourly rate.

Average system delay—the average of all airborne delay experienced by those aircraft that land during the measured period. This is the difference between the estimated time of landing after the aircraft becomes airborne and the actual time of arrival. ‘System delay’ covers all reasons for delays such as airspace limitations, weather, arrival clustering, air traffi c control, air crew operations, and airport infrastructure limitations, but it does not refl ect delays at the airport from which the aircraft left. The data currently collected does not apportion the reasons for delays.

Maximum system delay—the maximum delay experienced by a fl ight during the measured period. The maximum delay for a monthly period is not the maximum delay experienced by an individual fl ight during the whole month, but an average of the maximum delays for all the daily peak hours in the month.

Interpretation of Airservices Australia’s measures

Airservices Australia’s measures have been devised as a guide to its own performance in handling air traffi c, but do give some indication of airport constraints and therefore the adequacy of runway infrastructure or management. In particular, if demand is consistently close to OAC for the peak hour, it would suggest that there is little spare capacity for increased traffi c at that time.

When high demand (relative to OAC) is combined with consistently long system delays, it indicates capacity constraints. However, if the peak demand is limited to a short period, it would not necessarily point to the need to expand the infrastructure and it might be better to make changes to spread the demand more evenly.

The full extent of capacity constraints cannot be seen from this data, because the agreed arrival rate has already been limited by constraints such as airport infrastructure. Potential economic demand greater than capacity, which might, for example, indicate the need for new infrastructure may therefore not be observed in this data. Airlines may not attempt to or may not be permitted to schedule extra aircraft when capacity is clearly limited.


Australian Customs Service

The ACCC surveyed ACS, asking it to rate facilities in the following areas provided by airports:

• arrivals (immigration)—adequacy of areas for circulation and queuing, signage, lighting, desks and passenger facilities (e.g. seating, toilets)

• arrivals (baggage inspection or examination area)—adequacy of space to avoid congestion, signage, provision for passenger privacy, appropriate access and security, passenger facilities and inspection facilities

• departures (immigration)—adequacy of circulation space to avoid congestion, signage and appropriate provision of desks.

ACS was asked to give separate ratings for each area for:

• adequacy—the space and facilities made available for its operations, covering the amount of space provided; and the likelihood of congestion and delays in passenger processing

• standard and condition in which it is generally maintained.

ACS was also asked to rate the airport operator’s responsiveness or approach to addressing problems and concerns about the above facilities.

Results from this survey are included in each airport’s section.

1.1.3 Issues concerning interpretation of resultsIn assessing the quality of service for airports, it is important to note that there are a variety of factors outside the immediate control of the airport operator that are likely to infl uence the quality of service results.

The fi rst of these is the staffi ng of check-in services by airlines and, similarly, staffi ng of immigration services by ACS, which may affect the quality results obtained for related services. Second, airlines, Airservices Australia and other service providers might contribute to quality outcomes, for example, by contributing to delays in aircraft departure.

Investment in terminal infrastructure is also ‘lumpy’ and there may therefore be a lag between an increase in passenger and fl ight numbers and an increase in the capacity of the terminal infrastructure. Such a lag could refl ect adversely in the results of some quality of service indicators.

QUALITY OF SERVICE REPORT: 2004–05 AIRPORT COMPARISONS 9

2 Airport comparisonsIn this section some key indicators across the monitored airports are compared. Overall airport ratings since 2002–03 are displayed, as are survey results from passengers, airlines and ACS.

2.1 Overall airport ratingsThe results obtained for each airport have been aggregated to give an overall view of the quality of service provided by the airport operators. The ACCC now has available three years of data for all indicators, which allows trends in overall quality of service to be examined.

Chart 2.1 shows the overall average rating of quality of service at all airports from 2002–03 to 2004–05. This rating is based on a weighted average7 over the range of quality of service indicators examined at each airport.

Chart 2.1 Overall airport ratings

Adelaide Brisbane Canberra Darwin Melbourne Perth Sydney

Ave

rage

rat

ing

(1–5

)

2002–03 2003–04 2004–05

Very poor

Satisfactory

Good

Excellent

Poor

The overall ratings of quality of service at the seven price-monitored airports have been relatively stable since 2002–03, with ratings ranging from satisfactory to good for all airports.

Over the reported period, Brisbane airport has been the highest ranked airport, with an overall rating of good in each year and Melbourne, Perth and Sydney airports have generally been rated at the mid-point between satisfactory and good. However, Melbourne’s overall rating declined over the period. As shown in the following two charts, this decline relates mainly to the availability of facilities. Adelaide, Canberra and Darwin have generally rated at the satisfactory level, with Canberra’s overall rating improving over the three years. It should be noted, however, that Canberra airport does not provide information on its objective indicators; therefore, its overall ratings are derived from a narrower range of indicators.

Chart 2.2 shows the average ratings of the availability of facilities provided at all airports from 2002–03 to 2004–05. This rating is based on a weighted average over the range of quality of service indicators relating to the availability of facilities provided by each airport operator.

7 The overall airport ratings have been calculated by taking the average rating of each category of indicator (i.e. passenger, airline and ACS ratings and objective indicators) available for each airport and weighting these scores by the number of observations in each category. The objective indicators have been converted to the same 1–5 rating scale used in the other surveys. This has been achieved by taking the average of the results obtained for each indicator across airports and constructing quartiles in order to rate performance of each objective indicator.

AIRPORT COMPARISONS QUALITY OF SERVICE REPORT: 2004–0510

Chart 2.2 Overall airport ratings—availability of facilities


Ave

rage

rat

ing

(1–5

)

2002–03 2003–04 2004–05

Very poor

Satisfactory

Good

Excellent

Poor

In general, the overall airport rating of the availability of facilities has ranged between satisfactory and good for all airports. The exception to this is the rating for availability of facilities at Darwin airport during 2004–05, which was below satisfactory.

Over the reported period, Brisbane airport has been the highest ranked airport for availability of facilities. Melbourne, Perth and Sydney airports have generally been rated at the mid-point between satisfactory and good, although Melbourne’s overall rating has declined over the period. Adelaide, Canberra and Darwin airports have generally been rated as satisfactory; however, Darwin’s rating decreased to below satisfactory this year. Canberra airport’s overall rating for availability has improved over the three years. However, it should be noted that Canberra airport does not provide information on its objective indicators; therefore, its rankings are derived from a narrower range of indicators.

Chart 2.3 shows the average rating of the standard of facilities provided at all airports from 2002–03 to 2004–05. This rating is based on a weighted average over the range of quality of service indicators for the standard of facilities provided by each airport operator.


Chart 2.3 Overall airport ratings—standard of facilities


Ave

rage

rat

ing

(1–5

)

Very poor

Satisfactory

Good

Excellent

Poor

2002–03 2003–04 2004–05

In general, the overall airport ratings of the standard of facilities have ranged between satisfactory and good for all airports.

Over the reported period, Brisbane airport has been the highest ranked airport for standard of facilities. Melbourne and Perth airports have generally been rated at the higher end of the range of satisfactory to good, while Sydney airport has generally been rated at the mid-point of this range. Adelaide, Canberra and Darwin airports have generally been rated as satisfactory.

Within the range of satisfactory to good ratings, some minor trends are apparent in the overall rating of the standard of airport facilities—there has been an upward trend in the ratings for the standard of services provided at Canberra and Perth airports, while there has been a downward trend in the ratings at Adelaide airport since 2002–03.

2.2 Runway traffi c—demand and delaysThe ACCC collects information on runway traffi c and demand from Airservices Australia. This information is currently available only for Brisbane, Melbourne and Sydney airports and is presented in the individual airport chapters.

At Sydney airport runway demand during 2004–05 was sometimes higher than operationally agreed capacity during the morning peak hour.

Runway demand at Brisbane and Melbourne airports was generally within operationally agreed capacity during the morning peak hour. However, on one occasion, runway demand at Melbourne airport equalled operationally agreed capacity due to construction works on its main runway.

Delay times remained relatively low at both Brisbane and Melbourne airports during 2004–05. In general, reported delay times at Brisbane airport were shorter than for Melbourne and Sydney. The average system delay time at Brisbane airport was about 1.4 minutes, compared with 3.6 minutes at Melbourne airport and 5 minutes at Sydney airport. The maximum system delay was also shorter at Brisbane airport, averaging about 4 minutes, compared with 10 and 14 minutes at Melbourne and Sydney airports, respectively.

Delay times in peak hour at Sydney airport in 2004–05 were unchanged from 2003–04. Capacity at Sydney airport is constrained by a limit on hourly movements and the guaranteed access provided to regional airlines.

It should be noted that delays to fl ights may not result from factors within the airport’s control.


2.3 Objective indicatorsAirport operators provide the ACCC with objective data on the number or size of various facilities, from which the ACCC derives objective indicators for quality of service. For the most part, variations in the objective indicators for all airports refl ected increases in passenger volumes during peak hour, rather than changes in the number of facilities provided. The objective indicators are shown in the individual airport chapters.

2.4 Passenger surveysChart 2.4 shows the average passenger ratings for the international terminals at Adelaide, Brisbane, Melbourne, Perth and Sydney airports. More detail on survey results are shown in the individual airport chapters.

Chart 2.4 Average passenger ratings for international terminals

Adelaide Brisbane Melbourne Perth Sydney

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Very poor

Satisfactory

Good

Excellent

Poor

Note: Sydney airport’s passenger ratings have been converted from the IATA 1–5 scale to an equivalent ACCC 1–5 scale. The IATA passenger survey covers calendar years from January 2000 to June 2004.

Average passenger ratings of the international terminal facilities have been relatively stable over the reporting period, generally achieving ratings of good. Results for Adelaide airport’s international terminal are lower than for the other airports, with results ranging between satisfactory and good and have been lower in the past two years.

Chart 2.5 shows the average passenger ratings for the domestic terminal at Adelaide, Brisbane, Melbourne, Perth and Sydney airports. A shorter time series is available for domestic terminals because the ACCC only started to collect results after the control of Ansett’s terminals was transferred to the airport operators.


Chart 2.5 Average passenger ratings for domestic terminals

Adelaide Brisbane Melbourne Perth Sydney

Very poor

Satisfactory

Good

Excellent

Poor

2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Average passenger ratings of the domestic terminal facilities have been relatively stable over the reporting period. In general, the domestic terminal facilities at Brisbane, Melbourne and Perth airports have been rated by passengers as good, while Adelaide and Sydney airports’ facilities have been rated between satisfactory and good. Adelaide airport’s rating is lower in 2004–05 than in previous years.

2.5 Airline surveysChart 2.6 shows the average ratings by airlines of airside facilities for all airports.

Chart 2.6 Average airline ratings for airside facilities


Very poor

Satisfactory

Good

Excellent

Poor

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05


The average airline rating of the airside facilities in 2004–05 was good for Brisbane airport, between satisfactory and good for Melbourne, Perth and Sydney airports and satisfactory for Adelaide, Canberra and Darwin airports.

There have been some variations in average ratings over the reported period, with Melbourne’s ratings falling since 1997–98 and Perth’s results increasing since 2001–02, after falling from 1997–98.

Chart 2.7 shows the average airline ratings of the international terminal facilities at all airports.

Chart 2.7 Average airline ratings for international terminal facilities

Adelaide Brisbane Darwin Melbourne Perth Sydney

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Very poor

Satisfactory

Good

Excellent

Poor

In 2004–05 international terminal facilities at Brisbane and Perth airports were rated between satisfactory and good, while the facilities at Darwin, Melbourne and Sydney were rated as satisfactory. The international terminal facilities at Adelaide airport were rated by airlines as poor. However, it should be noted that Adelaide airport has relatively low international traffi c.

Average ratings varied over the reported period. Results for Adelaide and Melbourne airports fell—Adelaide’s average rating from between poor and satisfactory in 2000–01 to poor in 2004–05, and Melbourne’s from above good in 1997–98 to below satisfactory in 2004–05.

Chart 2.8 shows the average airline ratings of the domestic terminal facilities at all airports. A shorter time series is available for domestic terminals because the ACCC only started to collect results after the control of Ansett’s terminals was transferred to the airport operators.


Chart 2.8 Average airline ratings of the domestic terminal facilities

Adelaide Canberra Darwin Melbourne Perth Sydney

Very poor

Satisfactory

Good

Excellent

Poor

2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Only those airlines that operate out of airport-operated domestic terminals complete the ACCC’s survey. No responses were provided for Brisbane airport and only one for Canberra airport.

Airlines rated the domestic terminal facilities at Canberra airport for 2004–05 as good, while other airports were generally rated as satisfactory.

2.6 Australian Customs Service surveyChart 2.9 shows the average ratings of terminal facilities by ACS for all airports.

Chart 2.9 Average ACS ratings for terminal facilities


Very poor

Satisfactory

Good

Excellent

Poor

1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)


In 2004–05 the average rating by the ACS of the facilities at Adelaide, Darwin, Melbourne and Perth airports was poor to satisfactory. For Brisbane, Canberra and Sydney airports, the ACS ratings were above satisfactory. Darwin airport’s rating decreased signifi cantly in 2004–05, from good to below satisfactory, while Brisbane airport’s rating improved markedly from poor to above satisfactory. Also Melbourne airport’s rating decreased this year from satisfactory to poor.

Over the reporting period, Brisbane airport’s results fell, before rebounding strongly in 2004–05. ACS rated Brisbane higher on every measure in 2004–05 than in 2003–04. In particular, ACS mentioned that Brisbane airport had taken a pro-active approach to responding to ACS’s concerns.

The ACS ratings of Canberra airport continued to improve this year, after a marked increase in ratings during 2003–04, as a result of Canberra airport investing in new border control facilities.

Both Melbourne and Sydney airports achieved their highest ratings early in the reporting period, with the ACS ratings this year dropping to their lowest levels since reporting started. Perth’s ratings fell over the period.

2.7 Airport overviewAn overview of each airport’s performance is provided below.

Adelaide airport Most objective indicators for Adelaide airport remained unchanged since 2003–04 and remained stable over the past three years.

Passengers rated Adelaide airport’s international and domestic terminal facilities as between satisfactory and good during 2004–05, with some ratings of the international terminal slightly up on those achieved in 2003–04.

For 2004–05 airlines’ average ratings of the airside facilities at Adelaide airport ranged from poor to satisfactory, while ratings for the international terminal facilities ranged from very poor to satisfactory. The average rating by airlines for the domestic terminal facilities was generally satisfactory. Airline ratings of airside and domestic terminal facilities were generally higher than last year’s, while ratings of the international terminal were down.

ACS rated the facilities at Adelaide airport as between poor and satisfactory; largely unchanged from previous years.

Brisbane airportRunway demand was within OAC in the morning peak hour. Delay times remained low at Brisbane airport during 2004–05, with the average system delay averaging 1.4 minutes. This year, the average maximum delay was 4 minutes.

Most objective indicators for both the international and domestic terminals showed a higher number of passengers per service indicator, due to an increase in peak-hour passenger numbers.

Passengers generally rated the domestic and international terminal facilities as between good and excellent in 2004–05. Passenger ratings for international terminal facilities have been stable over the reporting period, generally rating good or better.

The average airline rating for airside facilities at Brisbane airport since 1997–98 has been consistently good. Airline ratings of the international terminal facilities and management responsiveness increased during 2004–05, with ratings ranging between satisfactory and good.

ACS’s ratings for Brisbane airport’s facilities improved markedly since last year, rating between satisfactory and good during 2004–05.


Canberra airportCanberra airport has not been able to provide complete data to enable the ACCC to calculate objective measures.

Airline ratings of the airside facilities at Canberra airport generally either improved or remained stable during 2004–05, ranging between satisfactory and good. For the most part, the domestic terminal facilities at Canberra airport were rated as good.

ACS’s ratings ranged between satisfactory and good in 2004–05.

Darwin airportMost objective indicators for the international terminal showed an increase in the number of passengers per service indicator, due to an increase in peak hour passenger numbers.

The average airline ratings of the airside and terminal facilities at Darwin airport ranged from less than satisfactory to good during 2004–05. In general, ratings of the terminal facilities and management responsiveness ranged from poor to good and either improved or remained stable when compared with the 2003–04 ratings.

ACS rated Darwin airport’s facilities as poor or satisfactory.

Melbourne airportRunway demand was generally within OAC during morning peak hour. Delay times have remained low at Melbourne airport during 2004–05, with the average system delay being 3.6 minutes and the average maximum system delay being 10 minutes.

Most objective indicators for both the international and domestic terminal showed an increase in the number of passengers per service due to an increase in passenger numbers during peak hour.

In general, passengers rated the international and domestic terminals as good. The international terminal facilities at Melbourne airport have received high ratings from passengers since 1997–98.

Airlines rated the airside facilities at Melbourne airport as satisfactory during 2004–05. Average airline ratings of the international terminal facilities ranged from above poor to satisfactory and ratings for the domestic terminal ranged from poor to good. Overall, airline ratings of the facilities at Melbourne airport were down on those achieved last year.

The ACS ratings of the facilities at Melbourne airport ranged between very poor and satisfactory, with most ratings down on last year.

Perth airportMost objective indicators for both the international and domestic terminals showed an increase in the number of passengers per service in 2004–05, due to more passengers during peak hour.

Passengers rated the international and domestic terminals as good. Passenger ratings for the international terminal facilities have been stable since 1997–98, being rated on average as good.

The average airline ratings of Perth airport’s airside facilities for 2004–05 ranged between satisfactory and good, with ratings slightly up on those achieved last year. Ratings by airlines of the international terminal facilities increased during 2004–05, with facilities on average rated as satisfactory, while ratings for the domestic terminal ranged from poor to good.

The ACS rated Perth airport’s facilities between poor and good during 2004–05.


Sydney airportRunway demand at Sydney airport was sometimes higher than OAC during the morning peak hour. The average system delay and maximum system delay in peak hour were unchanged since last year, at about 5 and 14 minutes, respectively.

The objective indicators for the domestic terminal generally remained relatively stable, while an increase in the number of international passengers during peak hour resulted in most of the objective indicators for the international terminal increasing.

Passengers rated the international and domestic terminals as good to very good.8 Ratings for the international terminal facilities have been relatively stable, between good to very good, over the reporting period.

Airlines’ average ratings of the airside facilities at Sydney airport ranged between satisfactory and good. This year, the average airline ratings for Sydney airport’s international and domestic terminals were satisfactory. Overall, the airlines’ ratings of the facilities at Sydney airport were largely unchanged from those in 2003–04.

ACS rated the facilities at Sydney airport as satisfactory to good.

8 The ACCC have accepted Sydney airport’s use of a global survey conducted by IATA, under which passengers have rated the terminal facilities as good to very good. This translates to a rating of satisfactory to good using ACCC survey.

QUALITY OF SERVICE REPORT: 2004–05 ADELAIDE AIRPORT 19

3 Adelaide airport

3.1 Objective indicators for quality of serviceTable 3.1 shows the objective indicators for quality of service at Adelaide airport for 2002–03 to 2004–05.

3.1 Objective indicators for quality of service

Indicator

Terminal International Domestic

2002–03 2003–04 2004–05 2002–03 2003–04 2004–05

Percentage of international passengers arriving using an aerobridge

75% 75% 0%(a) N/A N/A N/A

Percentage of international passengers departing using an aerobridge

75% 75% 0%(a) N/A N/A N/A

Percentage of hours with more than 80 per cent of check-in desks in use

25% 25% 25% 60% 60% 60%

Number of arriving passengers per inbound immigration desk during peak hour

46 48 48 N/A N/A N/A

Number of arriving passengers per baggage inspection desk during peak hour

38 40 40 N/A N/A N/A

Number of departing passengers per outbound migration desk during peak hour

92 86 86 N/A N/A N/A

Number of departing passengers per security-clearance system during peak hour

230 216 240 250 233 251

Number of departing passengers per seat in gate lounges during peak hour

1.4 1.3 1.3 2.1 1.9 2.1

Number of departing passengers per square metre of lounge area during peak hour

0.8 0.7 0.7 0.4 0.4 0.4

Average throughput of outbound baggage system, bags per hour

43 73 114 N/P N/P 465

Number of passengers per baggage trolley during peak hour

4 4 4 9 9 10

Number of passengers per fl ight information display screen during peak hour

153 152 152 143 39 62

Number of passengers per information point during peak hour

460 912 910 1000 486 524

Car parking at terminals

Average daily throughput, short-term car park, cars per day

296 310 542 2192 2647 2580

Notes: Measures of throughput are based on the fi nancial year unless otherwise specifi ed as peak hour or daily, whereas measures of availability and capacity are for the last day of the fi nancial year.

(a) Aerobridges at the international terminal were removed in 2004–05 to enable work on the new terminal.

N/A = not applicable; N/P = not provided

ADELAIDE AIRPORT QUALITY OF SERVICE REPORT: 2004–0520

The number of international passengers arriving and departing during peak hour at Adelaide airport has remained stable at about 910 passengers over the past two years and as a result most objective indicators for the international terminal remained unchanged from last year.

Adelaide airport handled more international baggage in 2004–05, resulting in an increase in the average throughput measure of outbound bags per hour, increasing from 73 in 2003–04 to 114 in 2004–05.

Domestic passengers arriving and departing during peak hour increased slightly in 2004–05 to 1047 from 972 in 2003–04 and 1000 in 2002–03. As a result, most objective indicators for the domestic terminal have remained stable since 2002–03.

The increase in the number of domestic passengers per FID screen during peak hour from 39 in 2003–04 to 62 in 2004–05 can be attributed to a decrease in the number of FID screens from 25 in 2003–04 to 17 in 2004–05.

3.2 Passenger surveyChart 3.1 shows the results for the passenger surveys for the international and domestic terminals at Adelaide airport for 2004–05. Adelaide airport commissioned the Adelaide Institute of TAFE to conduct its passenger surveys. Five hundred survey responses were completed by departing international passengers and 500 questionnaires were completed by passengers departing from the domestic terminal. Adelaide airport advised that some of the passengers surveyed may have used facilities not managed by Adelaide airport because the Qantas-operated terminal facilities are in the same building as the airport-operated ones.

Chart 3.1 Passenger survey results for international and domestic terminals

Check-

in—wait

ing tim

e

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Baggage

inspe

ction

—inb

ound

—wait

ing tim

e

Govern

ment in

specti

on—

outbo

und—

waiting

time

Secu

rity cle

aranc

e—qu

ality o

f searc

h pro

cess

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Gate lo

unge

s—cro

wding

Baggage

recla

im—

waiting

time

Baggage

recla

im—

infor

mation

displ

ay

Baggage

recla

im—

circu

lation

space

Baggage

troll

eys—

finda

bility

Flight

infor

mation

displ

ay scr

eens

Signa

ge an

d wayf

inding

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—ava

ilability

Car pa

rking

—tim

e take

n to e

nter

Kerbs

ide sp

ace—

cong

estion

Kerbs

ide dr

op-o

ff and

pick-

up fa

cilitie

s

International Domestic

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

The passenger surveys conducted for the international and domestic terminals for 2004–05 rated both terminals’ facilities as between satisfactory and good. The exception to this was domestic baggage reclaim circulation space which was rated as being just below satisfactory.

The international terminal facilities generally rated slightly higher than the domestic terminal facilities, except for crowding in gate lounges and FID screens.

Check-in times increased in 2004–05. However, passengers continued to rate the check-in times as satisfactory. The average check-in waiting time for passengers interviewed at the domestic terminal was 9 minutes, increasing from 2.2 minutes reported in the previous two years. The average check-in waiting time for passengers interviewed at the international terminal in 2004–05 was 17 minutes, up from 14.2 minutes in 2003–04.


Charts 3.2 and 3.3 show the passenger survey results for international terminal facilities at Adelaide airport from 2000–01 to 2004–05.

Chart 3.2 Passenger survey results for the international terminal immigration inspection and baggage reclaim

Check

-in—

waiting

time

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Bagg

age i

nspe

ction

—inb

ound

—wait

ing tim

e

Gover

nmen

t insp

ectio

n—ou

tboun

d—wait

ing tim

e

Secu

rity cl

earan

ce—

qualit

y of s

earch

proc

ess

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age r

eclaim

—inf

ormati

on di

splay

Bagg

age r

eclaim

—cir

culat

ion sp

ace

Bagg

age t

rolle

ys—fin

dabil

ity

Very poor

Poor

Satisfactory

Good

Excellent

2000–01 2001–02 2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Chart 3.3 Passenger survey results for the international terminal general facilities and car parks

2000–01 2001–02 2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Gate lo

unge

s—se

ating

qualit

y/ava

ilability

Gate lo

unge

s—cro

wding

Flight

infor

mation

disp

lay sc

reens

Signa

ge an

d way

findin

g

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—av

ailabil

ity

Car pa

rking

—tim

e tak

en to

enter

Kerb

side s

pace

—co

nges

tion

Kerb

side d

rop-

off an

d pick

-up fa

cilitie

s

Very poor

Poor

Satisfactory

Good

Excellent


The passenger survey results for the international terminal facilities over the reported period have generally been stable, ranging from satisfactory to good.

Some ratings in 2004–05 are slightly up on those for 2003–04, which were slightly down on the ratings in previous years.

Chart 3.4 shows the passenger survey results for domestic terminal facilities at Adelaide airport from 2002–03 to 2004–05.

Chart 3.4 Passenger survey results for domestic terminal facilities

Check

-in—

waiting

time

Secu

rity cl

earan

ce—

qualit

y of s

earch

proc

ess

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Gate lo

unge

s—cro

wding

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age r

eclaim

—inf

ormati

on di

splay

Bagg

age r

eclaim

—cir

culat

ion sp

ace

Bagg

age t

rolle

ys—fin

dabil

ity

Fligh

t infor

mation

disp

lay sc

reen

s

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—av

ailabil

ity

Car pa

rking

—tim

e tak

en to

enter

Kerb

side s

pace

—co

nges

tion

Kerb

side d

rop-

off an

d pick

-up f

aciliti

es

Very poor

Poor

Satisfactory

Good

Excellent

2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Over the reported period, the passenger survey results for the domestic terminal facilities have, for the most part, been relatively stable, ranging from satisfactory to good. Since 2002–03, there has been a downward trend in the ratings for baggage reclaim circulation space and time taken to enter the car park. There has been a slight upwards trend in the passenger ratings for the standard of washrooms and the fi ndability of baggage trolleys.


3.3 Airline survey During 2004–05 fi ve domestic and six international airlines operated out of Adelaide airport. This year two domestic airlines and three international airlines responded to the ACCC’s airline survey.

Chart 3.5 shows the average ratings by airlines of airside facilities at Adelaide airport for 2000–01 to 2004–05.

Chart 3.5 Average ratings by airlines of airside facilities

Runways

availa

bility

Runways

stan

dard

Taxiw

ays av

ailabil

ity

Taxiw

ays st

anda

rd

Aprons

availab

ility

Aprons

stand

ard

Gates a

vailab

ilty

Gates s

tanda

rd

Groun

d serv

ice sit

es ava

ilability

Groun

d serv

ice sit

es sta

ndard

Very poor

Poor

Satisfactory

Good

Excellent

2000–01 2001–02 2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

In 2004–05 the average airline rating of airside facilities at Adelaide airport ranged from poor to satisfactory. While ratings in 2004–05 were up on those achieved last year, since 2000–01, there has been a downward trend in ratings of airside facilities, except for gates availability and ground service sites standard.

Chart 3.6 shows the average ratings by airlines of international terminal facilities and management responsiveness for Adelaide airport for 2000–01 to 2004–05.


Chart 3.6 Average ratings by airlines of international terminal facilities and management responsiveness

Aerobri

dge a

vailab

ility

Aerobri

dge s

tanda

rd

Check-

in ava

ilability

Check-

in sta

ndard

Baggage

facili

ties a

vailab

ility

Baggage

facili

ties s

tanda

rd

Manage

ment a

ppro

ach to

conc

erns

Very poor

Poor

Satisfactory

Good

Excellent

2000–01 2001–02 2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Airlines’ average ratings of the international terminal facilities at Adelaide airport ranged from very poor to satisfactory during 2004–05. Except for those for aerobridges and management approach to concerns, which remained stable, ratings for the international terminal facilities were down on those in 2003–04. However, the airlines noted that they expected the ratings of these facilities to improve once the construction of Adelaide airport’s new terminal was complete.

Chart 3.7 shows the average ratings by airlines of domestic terminal facilities at Adelaide airport for 2002–03 to 2004–05.


Chart 3.7 Average ratings by airlines for domestic terminal facilities

Check-

in ava

ilability

Check-

in sta

ndard

Baggage

facili

ties a

vailab

ility

Baggage

facili

ties s

tanda

rd

Very poor

Poor

Satisfactory

Good

Excellent

2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

The average rating by airlines for the domestic terminal facilities was generally satisfactory and up from poor in 2003–04.

3.4 Australian Customs Service surveyChart 3.8 shows the ratings by ACS of the facilities at Adelaide airport for 2000–01 to 2004–05.

Chart 3.8 Ratings by ACS of terminal facilities

Arrival -

immigr

ation

—ava

ilability

Arrival—

immigr

ation

—sta

ndard

Arrival—

bagga

ge in

specti

on—

availab

ility

Arrival—

bagga

ge in

specti

on—

stand

ard

Depart

ures—

immigr

ation

—ava

ilability

Depart

ures—

immigr

ation

—sta

ndard

Manage

ment a

ppro

ach to

conc

erns

Very poor

Satisfatory

Good

Excellent

Poor

2000–01 2001–02 2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)


The ACS ratings ranged between poor and satisfactory in 2004–05. Most ratings have remained unchanged since 2003–04; however, the rating for management approach decreased signifi cantly, from excellent to satisfactory.

ACS noted that its main concerns about the operational areas at Adelaide airport should be overcome in the near future when it moves into the new terminal which is due to be completed later this year.

In summary:Most objective indicators for Adelaide airport remained unchanged since 2003–04, and have remained stable over the past three years.

Passengers rated Adelaide airport’s international and domestic terminal facilities as between satisfactory and good during 2004–05, with some ratings for the international terminal slightly up on those achieved in 2003–04.

For 2004–05 airlines’ average ratings of the airside facilities at Adelaide airport ranged from poor to satisfactory, while ratings for the international terminal facilities ranged from very poor to satisfactory. The average rating by airlines for the domestic terminal facilities was generally satisfactory. Airline ratings of airside and domestic terminal facilities were generally higher than last year’s, while ratings of the international terminal were down.

ACS rated the facilities at Adelaide airport as between poor and satisfactory, largely unchanged from previous years.

QUALITY OF SERVICE REPORT: 2004–05 BRISBANE AIRPORT 27

4 Brisbane airport

4.1 Runway traffi c—demand and delaysChart 4.1 shows the aircraft traffi c measures for Brisbane airport’s morning peak hour.

Chart 4.1 Peak-hour aircraft traffi c

0

10

20

30

40

50

60

Demand Actual arrivals Rate Peak demand(within the hour)

Max pro rata rate(within the hour)

Max system delay Avg system delay

Jun 2004 AVG

Jul 2004 AVG

Aug 2004 AVG

Sep 2004 AVG

Oct 2004 AVG

Nov 2004 AVG

Dec 2004 AVG

Jan 2005 AVG

Feb 2005 AVG

Mar 2005 AVG

Apr 2005 AVG

May 2005 AVG

Jun 2005 AVG

Source: Airservices Australia

Note: Rate means agreed arrival rate or operational capacity.

Demand, arrivals and agreed rate are measures of aircraft per hour. Delays are in minutes.

Measures are further explained earlier in section 2.

Runway demand was within the OAC in the morning peak hour, with the capacity rate remaining relatively stable over the year. Peak demand decreased during November 2004 but steadily increased to levels previously observed. Peak demand exceeded the measure of capacity shown by the pro rata arrival rate by an average of 30 per cent, up from 28 per cent in 2003–04, but still down on 40 per cent in 2002–03. Delay times have remained low but have shown a slight upward trend towards the end of the period, with the average system delay being 1.4 minutes. This year, the average maximum delay was 4 minutes, up from about 2 minutes last year, but still down on about 6 minutes in 2002–03.

BRISBANE AIRPORT QUALITY OF SERVICE REPORT: 2004–0528

4.2 Objective indicators for quality of serviceTable 4.1 shows the objective indicators for quality of service provided by Brisbane airport for 2002–03 to 2004–05. This is the second year that Brisbane airport has provided objective indicators for the domestic terminal.

Table 4.1 Objective indicators of quality of service

Indicator


2002–03 2003–04 2004–05 2002–03 2003–04 2004–05


92% 100% 100% N/A N/A N/A


92% 100% 100% N/A N/A N/A


0% 0% 3% N/P N/P N/P


43 52 50 N/A N/A N/A


47 52 43 N/A N/A N/A


43 44 52 N/A N/A N/A


215 97 103 N/P 169 261


0.6 0.6 0.7 N/P 0.8 1.2


N/P 0.1 0.1 N/P 0.1 0.1


262 308 365 N/P N/P 82


N/P 1.5 2 N/P 18 3


N/P 10.5 11 N/P 25 35


N/P 247 259 N/P 179 268



1679 1811 2062 3181 3171 3223

Average daily throughput, long-term car park, cars per day

N/A N/A N/A N/P 520 585




The number of passengers arriving at the international terminal during peak hour decreased slightly during 2004–05 from 1347 in 2003–04 to 1297. However, the number of departing passengers during peak hour increased in 2004–05 to 1033 from 873 in 2003–04. This increase resulted in most of the objective indicators for this category of passengers showing an increase in the number of passengers per service indicator.

The number of arriving passengers per baggage inspection desk during peak hour decreased from 52 in 2003–04 to 43 in 2004–05. This was due to an increase in the number of baggage inspection desks in the international terminal from 26 in 2003–04 to 30 in 2004–05.

Brisbane airport handled more pieces of international baggage in 2004–05, resulting in the average throughput measure of outbound bags per hour increasing from 308 in 2003–04 to 365 in 2004–05.

The number of domestic passengers arriving and departing during peak hour increased in 2004–05 to 1073 from 717 in 2003–04. This resulted in most of the objective indicators for the domestic terminal showing an increase in the number of passengers per service indicator.

The exception to this was a decrease in the indicator of number of passengers per baggage trolley during peak hour from 18 in 2003–04 to 3 in 2004–05, due to the number of working accessible baggage trolleys in the domestic terminal increasing from 40 to 350.

4.3 Passenger surveyChart 4.2 shows the results for the passenger surveys for the international and domestic terminals at Brisbane airport for 2004–05. Brisbane airport engaged market research fi rm, Enhance Management, to survey its passengers. Five hundred and seven passengers were interviewed within the terminals or car parks with a further 75 interviewed near taxi ranks.

Chart 4.2 Passenger survey results for international and domestic terminals


Ave

rage

rat

ing

(1–5

)

Check-

in—wait

ing tim

e

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Baggage

inspe

ction

—inb

ound

—wait

ing tim

e

Govern

ment in

specti

on—

outbo

und—

waiting

time

Secu

rity cle

aranc

e—qu

ality o

f searc

h pro

cess

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Gate lo

unge

s—cro

wding

Baggage

recla

im—

waiting

time

Baggage

recla

im—

infor

mation

displ

ay

Baggage

recla

im—

circu

lation

space

Baggage

troll

eys—

finda

bility

Flight

infor

mation

displ

ay scr

eens

Signa

ge an

d wayf

inding

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—ava

ilability

Car pa

rking

—tim

e take

n to e

nter

Kerbs

ide sp

ace—

cong

estion

Kerbs

ide dr

op-o

ff and

pick-

up fa

cilitie

s

Taxi fa

cilitie

s—sta

ndard

Very poor

Poor

Satisfactory

Good

Excellent

The ratings between the international and domestic terminals were generally similar, with all terminal facilities regarded as being above satisfactory and mostly rating between good and excellent.

Ratings for the landside indicators of kerbside space and congestion, kerbside drop-off and pick-up facilities and the standard of taxi facilities received ratings between satisfactory and good for both the international and domestic terminals.


The average check-in waiting time during peak hour for passengers interviewed at the international terminal was 8 minutes, which was down from the waiting time of 9.6 minutes in 2003–04. For passengers interviewed at the domestic terminal, the average check-in waiting time during peak hour was 3.1 minutes, which was signifi cantly lower than the waiting time of 10.1 minutes in 2003–04. However, survey results were largely unchanged.

Charts 4.3 and 4.4 show the passenger survey results for the international terminal at Brisbane airport from 1997–98 to 2004–05.


Check-

in—wait

ing tim

e

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Baggage

inspe

ction

—inb

ound

—wait

ing tim

e

Govern

ment in

specti

on—

outbo

und—

waiting

time

Secu

rity cle

aranc

e—qu

ality o

f searc

h pro

cess

Baggage

recla

im—

waiting

time

Baggage

recla

im—

infor

mation

displ

ay

Baggage

recla

im—

circu

lation

space

Baggage

troll

eys—

finda

bility

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Chart 4.4 Passenger survey results for the international terminal general facilities and car park

Gate lo

unge

s—sea

ting q

uality

/availa

bity

Gate lo

unge

s—cro

wding

Flight

infor

mation

displ

ay scr

eens

Signa

ge an

d wayf

inding

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—ava

ilability

Kerbs

ide co

ngest

ion

Kerbs

ide dr

op-o

ff and

pick-

up fa

cilitie

s

Taxi fa

cilitie

s—sta

ndard

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Very poor

Poor

Satisfactory

Good

Excellent


Ratings of the international terminal facilities at Brisbane airport have been stable over the reporting period, with ratings generally between good and excellent. Exceptions to this were ratings for the landside facilities of kerbside facilities and taxi facilities, for which results were slightly down in 2004–05 and less than good.

Chart 4.5 shows the passenger survey results for domestic terminal facilities at Brisbane airport from 2002–03 to 2004–05.


Check-

in—wait

ing tim

e

Secu

rity cle

aranc

e—qu

ality o

f searc

h pro

cess

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Gate lo

unge

s—cro

wding

Baggage

recla

im—

waiting

time

Baggage

recla

im—

infor

mation

displ

ay

Baggage

recla

im—

circu

lation

space

Baggage

troll

eys—

finda

bility

Flight

infor

mation

displ

ay scr

eens

Signa

ge an

d wayf

inding

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—ava

ilability

Car pa

rking

—tim

e take

n to e

nter

Kerbs

ide sp

ace—

cong

estion

Kerbs

ide dr

op-o

ff and

pick-

up fa

cilitie

s

Taxi fa

cilitie

s—sta

ndard

Very poor

Poor

Satisfactory

Good

Excellent

2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Over the past two years, passenger ratings of the domestic terminal facilities at Brisbane airport have been relatively stable, at good. The exception to this has been the ratings of the kerbside and taxi facilities, which have rated as satisfactory. While ratings were still good this year, survey results for the domestic terminals were slightly down on last year’s. The exceptions to this were the availability of baggage trolleys and car parking, which have improved this year.

4.4 Airline surveyDuring 2004–05, 21 international airlines operated out of Brisbane airport’s international terminal, and fi ve domestic carriers used the domestic terminal facilities. This year, eight international airlines responded to the ACCC’s airline survey. No responses were provided for the domestic terminal facilities at Brisbane airport. Qantas and Virgin Blue operate their own areas of the domestic terminal under leasing arrangements with Brisbane airport. Jetstar, Alliance and National Jet use the common-user section.

Chart 4.6 shows the average ratings by airlines of airside facilities at Brisbane airport for 1997–98 to 2004–05.



Runw

ays a

vailab

ility

Runw

ays s

tanda

rd

Taxiw

ays a

vailab

ility

Taxiw

ays s

tanda

rd

Apro

ns av

ailabil

ity

Apro

ns st

anda

rd

Gates a

vailab

ilty

Gates s

tanda

rd

Groun

d ser

vice s

ites a

vailab

ility

Groun

d ser

vice s

ites s

tanda

rd

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

The average airline rating for airside facilities at Brisbane airport for 2004–05 was good. In general, this year’s ratings were slightly lower than in 2003–04. Since 1997–98, there has been a downward trend in the ratings for taxiways availability, aprons availability and standard and gates standard.

Chart 4.7 shows the average ratings by airlines of international terminal facilities and management responsiveness for Brisbane airport for 1997–98 to 2004–05.


Aero

bridg

e ava

ilabilit

y

Aero

bridg

e stan

dard

Check

-in av

ailabil

ity

Check

-in st

anda

rd

Bagg

age f

acilit

ies av

ailabil

ity

Bagg

age f

acilit

ies st

anda

rd

Manag

emen

t app

roac

h to c

once

rns

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Airline ratings of the international terminal facilities and management responsiveness increased during 2004–05, with ratings ranging between satisfactory and good. Since 1997–98, there has been a downward trend in the ratings for check-in availability and baggage facilities availability.


4.5 Australian Customs Service surveyChart 4.89 shows the ratings by ACS of the facilities at Brisbane airport for 1998–99 to 2004–05.


Arriva

l—im

migrati

on—

availa

bility

Arriva

l—im

migrati

on—

stand

ard

Arriva

l—ba

ggage

insp

ectio

n—av

ailabil

ity

Arriva

l—ba

ggage

insp

ectio

n—sta

ndard

Depart

ures—

immigr

ation

—av

ailabil

ity

Depart

ures—

immigr

ation

—sta

ndard

Manage

ment a

ppro

ach to

conc

erns

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

ACS’s ratings of the facilities at Brisbane airport have increased over the past year, ranging between satisfactory and good during 2004–05.

ACS noted that, while sustained high growth rates in passenger numbers has continued to lead to crowding in the customs inspection areas over the past year, Brisbane airport has undertaken minor capital works which have improved the space available to process passengers. This has also been complemented by a review of signage, and changes to queuing infrastructure. ACS mentioned that Brisbane airport has taken a proactive approach to responding to the ACS’s concerns.

In summary: Runway demand was within operationally agreed capacity in the morning peak hour. Delay times remained low at Brisbane airport during 2004–05, with the average system delay averaging 1.4 minutes. This year the average maximum delay was 4 minutes.

Most objective indicators for both the international and domestic terminals showed a higher number of passengers per service indicator, due to an increase in peak hour passenger numbers.

Passengers generally rated the domestic and international terminal facilities as between good and excellent in 2004–05. Passenger ratings for international terminal facilities have been stable over the reporting period, generally rating good or better.

The average airline rating for airside facilities at Brisbane airport since 1997–98 has been consistently good. Airline ratings of the international terminal facilities and management responsiveness increased during 2004–05, with ratings ranging between satisfactory and good.

ACS’s ratings for Brisbane airport’s facilities improved markedly since last year, rating between satisfactory and good during 2004–05.

9 In the 2003–04 report, the rating for management approach to concerns was incorrectly reported as poor rather than satisfactory. This is corrected in this report.

CANBERRA AIRPORT QUALITY OF SERVICE REPORT: 2004–0534

5 Canberra airport

5.1 Objective indicators for quality of serviceWhile Canberra airport was able to provide data for some objective measures, as seen in tables A11 and A12 in appendix 2, it has not provided the number of passengers arriving and departing during peak hour. As a result, there is insuffi cient information to provide a table of objective measures for quality of service.

Canberra airport has previously undertaken to improve the quality and availability of data needed for quality of service monitoring as its systems and business processes evolve. During 2004–05 Canberra airport procured a new information system that will provide additional data for quality of service monitoring in the next reporting period.

5.2 Passenger surveyAs a Phase II airport, Canberra airport is not required to undertake passenger surveys.

5.3 Airline surveyDuring 2004–05 three airlines operated out of Canberra airport. Of these airlines, two responded to the airline survey, with only one response for the domestic terminal.

Chart 5.1 shows the average ratings by airlines of airside facilities at Canberra airport for 2000–01 to 2004–05.


Runw

ays a

vailab

ility

Runw

ays s

tanda

rd

Taxiw

ays a

vailab

ility

Taxiw

ays s

tanda

rd

Apro

ns av

ailabil

ity

Apro

ns st

anda

rd

Gates a

vailab

ilty

Gates s

tanda

rd

Groun

d ser

vice s

ites a

vailab

ility

Groun

d ser

vice s

ites s

tanda

rd

Very poor

Poor

Satisfactory

Good

Excellent

2000–01 2001–02 2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

Airline ratings of the airside facilities at Canberra airport generally either improved or remained stable during 2004–05, ranging between satisfactory and good. However, airlines rated the availability and standard of ground service sites as poor, down from satisfactory ratings in 2000–01. Canberra airport advised that additional ground service sites had been offered to airlines on existing terms; but that no airline had accepted this offer.

QUALITY OF SERVICE REPORT: 2004–05 CANBERRA AIRPORT 35

Chart 5.2 shows the ratings of domestic terminal facilities and management responsiveness at Canberra airport for 2002–03 to 2004–05.

Chart 5.2 Average ratings by airlines for domestic terminal facilities and management responsiveness

Aerobr

idge a

vailab

ility

Aerobr

idge s

tanda

rd

Check

-in av

ailabil

ity

Check

-in st

anda

rd

Bagg

age f

aciliti

es av

ailabil

ity

Bagg

age f

aciliti

es st

anda

rd

Manag

emen

t app

roac

h to c

once

rns

Very poor

Poor

Satisfactory

Good

Excellent

2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

For the most part, the domestic terminal facilities at Canberra airport were rated as good in 2004–05. However, the standard of baggage facilities and management’s approach to concerns were rated as satisfactory. The rating for the standard of aerobridges increased markedly during 2004–05 from poor to good. The rating of aerobridge availability fell from excellent to good in 2004–05. However, Canberra airport advised that there had been no change in the availability of the aerobridges provided to the sole user of these facilities. The rating for standard of baggage facilities fell from excellent in 2002–03 to satisfactory in 2004–05.

CANBERRA AIRPORT QUALITY OF SERVICE REPORT: 2004–0536

5.4 Australian Customs Service surveyChart 5.3 shows the ratings by ACS of the facilities at Canberra airport for 2002–03 to 2004–05.


Arrival—

Immigr

ation

—ava

ilability

Arrival—

immigr

ation

—sta

ndard

Arrival—

bagga

ge in

specti

on—

availab

ility

Arrival—

bagga

ge in

specti

on—

stand

ard

Depart

ures—

immigr

ation

—ava

ilability

Depart

ures—

immigr

ation

—sta

ndard

Manage

ment a

ppro

ach to

ACS con

cerns

Very poor

Poor

Satisfactory

Good

Excellent

2002–03 2003–04 2004–05

Ave

rage

rat

ing

(1–5

)

ACS’s ratings ranged between satisfactory and good in 2004–05. In general, ratings over the past year remained stable; however, the ratings for availability and standard of baggage inspection facilities for arrivals increased from poor to satisfactory.

Canberra airport advised that it provided facilities for the ACS for the fi rst time in 2004–05 to meet the introduction of the fi rst international RPT airline service into Canberra airport.

In summary:Canberra airport has not been able to provide complete data to enable the ACCC to calculate objective measures.

Airline ratings of the airside facilities at Canberra airport generally either improved or remained stable during 2004–05, ranging between satisfactory and good. For the most part, the domestic terminal facilities at Canberra airport were rated as good.

ACS’s ratings ranged between satisfactory and good in 2004–05.

QUALITY OF SERVICE REPORT: 2004–05 DARWIN AIRPORT 37

6 Darwin airport

6.1 Objective indicators for quality of serviceDarwin airport has an integrated terminal serving both international and domestic fl ights.

Table 6.1 shows the objective indicators for quality of service provided at Darwin airport over the period 2002–03 to 2004–05.

Table 6.1 Objective indicators for quality of service

Indicator


2002–03 2003–04 2004–05 2002–03 2003–04 2004–05


N/P N/P N/P N/A N/A N/A


N/P N/P N/P N/A N/A N/A


N/A N/A N/A N/A N/A N/A


28 20 33 N/A N/A N/A


20 15 24 N/A N/A N/A


37 32 40 N/A N/A N/A


220 160 200 470 338 338


1.0 0.7 0.9 1.2 1.7 1.1 to 2.4(a)


0.3 0.2 0.3 0.5 0.6 0.4 to 0.6(a)


N/A N/A N/A N/A N/A N/A


3 2 3


220 160 N/A 47 67.5 34.6(b)


440 320 N/A 55 79 75(b)



603 672 772


(a) During 2004–05 Darwin airport completed its ‘swing lounge’, which operates to open the entire terminal (including the international area) for domestic passengers during peak domestic periods when there are no international fl ights.

(b) Before 2004–05 there was a separate departure/arrival area for international use only and as such Darwin airport was able to provide the split for FID screens and information points between the international and domestic terminals. During 2004–05 Darwin airport completed its ‘swing lounge’, which operates so that, during peak domestic periods when there are no international fl ights, the entire terminal facility (including the international area) is opened up for domestic passengers. The area is closed to accommodate only international passengers during the times these fl ights operate. As a result, Darwin airport has not provided the split of FID screens and information points between the international and domestic terminals.


DARWIN AIRPORT QUALITY OF SERVICE REPORT: 2004–0538

The number of arriving and departing international passengers during peak hour increased in 2004–05 to 460 from 380 in 2003–04. This resulted in most of the objective indicators for the international terminal showing an increase in the number of passengers per service. In general, the objective indicators for the international terminal decreased in 2003–04 and then increased in 2004–05, following the trend in passenger numbers over this time.

The number of domestic passengers arriving and departing in peak hour is unchanged since last year at 1350. However, the number of departing passengers per seat in gate lounges during peak hour increased in 2004–05 due to a decrease in the number of seats in the domestic terminal from 397 in 2003–04 to 285 in 2004–05. This was caused by the current refurbishment of the terminal; however, due to the construction of the ‘swing lounge’, there can be up to 591 seats available for domestic use. Darwin airport advised that new seating will be purchased in the near future.

6.2 Passenger surveyAs a Phase II airport, Darwin airport is not required to undertake passenger surveys.

6.3 Airline surveyDuring 2004–05 four international and three domestic airlines operated out of Darwin airport. This year two airlines responded to the airline survey.

Chart 6.1 shows the average ratings by airlines of airside facilities at Darwin airport for 2000–01 to 2004–05.


Runw

ays a

vailab

ility

Runw

ays s

tanda

rd

Taxiw

ays a

vailab

ility

Taxiw

ays s

tanda

rd

Apron

s ava

ilability

Apron

s stan

dard

Gates a

vailab

ilty

Gates s

tanda

rd

Groun

d ser

vice s

ites a

vailab

ility

Groun

d ser

vice s

ites s

tanda

rd

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

2000–01 2001–02 2002–03 2003–04 2004–05

The average airline ratings of the airside facilities at Darwin airport ranged from less than satisfactory to good during 2004–05. The average ratings for availability and standard of ground service sites increased markedly in 2004–05, while the rating for the standard of aprons decreased from good to above poor. Since 2000–01, except for ground service sites, taxiways and gates availability, ratings have decreased.

Chart 6.2 shows the average ratings by airlines of terminal facilities and management responsiveness for Darwin airport for 2000–01 to 2004–05.

QUALITY OF SERVICE REPORT: 2004–05 DARWIN AIRPORT 39

Chart 6.2 Average ratings by airlines of terminal facilities and management responsiveness

Aerobri

dge s

tanda

rd

Check-

in ava

ilability

Check-

in sta

ndard

Baggage

facili

ties a

vailab

ility

Baggage

facili

ties s

tanda

rd

Manage

ment a

ppro

ach to

conc

erns

Very poor

Poor

Satisfactory

Good

Excellent

Aerobri

dge a

vailab

ility

Ave

rage

rat

ing

(1–5

)

2000–01 2001–02 2002–03 2003–04 2004–05

The average airline ratings of the terminal facilities and management responsiveness ranged from poor to good during 2004–05. In general, ratings this year either increased or remained stable when compared with 2003–04 ratings. Ratings in 2004–05 for the availability of baggage facilities decreased from satisfactory to poor. Darwin airport advised that it is currently upgrading this facility.

The ratings for check-in facilities increased markedly in 2004–05, with the ratings for availability and standard increasing from poor and very poor, respectively, to good.

Since 2000–01 ratings for aerobridges and check-in have improved; whereas ratings for baggage facilities have fallen.

DARWIN AIRPORT QUALITY OF SERVICE REPORT: 2004–0540

6.4 Australian Customs Service surveyChart 6.3 shows the ratings by ACS of the facilities at Darwin airport for 2000–01 to 2004–05.


Arrival—

immigr

ation

—ava

ilability

Arrival—

immigr

ation

—sta

ndard

Arrival—

bagga

ge in

specti

on—

availab

ility

Arrival—

bagga

ge in

specti

on—

stand

ard

Depart

ures—

immigr

ation

—ava

ilability

Depart

ures—

immigr

ation

—sta

ndard

Manage

ment a

ppro

ach to

con

cerns

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

2000–01 2001–02 2002–03 2003–04 2004–05

ACS’s ratings for Darwin airport decreased during 2004–05, with ratings ranging between poor and satisfactory. Ratings for the availability and standard of baggage inspection facilities for arrivals decreased from good to poor, with ACS noting that there is poor circulation and limited space for processing passengers, with little or no privacy for passengers who are undergoing an examination. ACS noted that this area is currently undergoing refurbishment.

In summary:Most objective indicators for the international terminal showed an increase in the number of passengers per service indicator, due to an increase in peak-hour passenger numbers.

The average airline ratings of the airside and terminal facilities at Darwin airport ranged from less than satisfactory to good during 2004–05. In general, ratings of the terminal facilities and management responsiveness ranged from poor to good and either improved or remained stable when compared with the 2003–04 ratings.

ACS rated Darwin airport’s facilities as poor or satisfactory.

QUALITY OF SERVICE REPORT: 2004–05 MELBOURNE AIRPORT 41

7 Melbourne airport

7.1 Runway traffi c—demand and delaysAir traffi c measures for Melbourne airport’s morning peak are shown in chart 7.1.

Chart 7.1 Peak-hour air traffi c

0

10

20

30

40

50

60

Demand Actual arrivals Rate Peak demand

(within the hour)

Max pro rata rate

(within the hour)


Jun 2004 AVG

Jul 2004 AVG

Aug 2004 AVG

Sep 2004 AVG

Oct 2004 AVG

Nov 2004 AVG

Dec 2004 AVG

Jan 2005 AVG

Feb 2005 AVG

Mar 2005 AVG

Apr 2005 AVG

May 2005 AVG

Jun 2005 AVG


Note: Rate means agreed arrive rate or operational capacity.



Runway demand was within the operationally agreed capacity in all months except for April 2005, when runway demand equalled OAC. This was the month Melbourne airport closed its north–south runway to complete works for the impending arrival of the Airbus A380. Peak-hour demand fl uctuated during 2004–05, with peak demand exceeding the pro rata arrival rate by an average of 38 per cent, down from 41 per cent in 2003–04 and 48 per cent in 2002–03. Delay times have remained low; on average being 3.6 minutes. In 2004–05 the average maximum system delay time was 10 minutes.

MELBOURNE AIRPORT QUALITY OF SERVICE REPORT: 2004–0542

7.2 Objective indicators for quality of serviceTable 7.1 shows the objective indicators for quality of service provided at Melbourne airport for the period 2002–03 to 2004–05.


Indicator


2002–03 2003–04 2004–05 2002–03 2003–04 2004–05


100% 100% 99% N/A N/A N/A


100% 100% 99% N/A N/A N/A


0% 0% 1% N/P N/P N/P


38 53 62 N/A N/A N/A


62 86 93 N/A N/A N/A


64 71 92 N/A N/A N/A


385 426 414 N/P 231 248


0.5 0.6 0.8 N/P 1.1 1.0


0.3 0.3 0.4 N/P 0.3 0.3


256 276 310 N/P N/P N/P


1 2 1 N/P 13 14


32 40 47 N/P 51 53


2141 2660 3139 N/P N/P N/P



6798 7307 7448


958 1131 1144



Since 2002–03 there has been a decline in the per passenger objective indicators for Melbourne airport which has been primarily driven by an increase in passenger numbers during each period, rather than a reduction in available capacity.


This year the number of arriving and departing passengers during peak hour for the international terminal increased to 3139, up from 2660 in 2003–04. This resulted in most of the objective indicators for the international terminal showing an increase in the number of passengers per service indicator.

However, there was a decrease in the number of departing passengers per security-clearance system during peak hour from 426 to 414, due to Melbourne airport increasing the number of security-clearance systems in the international terminal from three to four in November 2004. There was also a decrease in the number of passengers per baggage trolley during peak hour in the international terminal from two to one, due to the number of baggage trolleys available increasing in December 2004 from 1500 to 2350.

This year there was an increase in the number of arriving and departing passengers during peak hour for the domestic terminal, increasing from 1922 in 2003–04 to 2030 in 2004–05. This resulted in the observed objective indicators for the domestic terminal showing an increase in the number of passengers per service indicator.

7.3 Passenger surveyChart 7.2 shows the passenger survey results for the international and domestic terminals at Melbourne airport for 2004–05.

Melbourne airport’s passenger surveys are administered by Melbourne airport’s survey staff, who are accredited under the interviewer quality control scheme. About 2000 departing and arriving passengers were interviewed during the year for each terminal. Melbourne airport also interviewed about 820 users of the short-term and long-term car parks throughout the year.

Chart 7.2 Passenger survey results for the international and domestic terminals

Check

-in—

waiting

time

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Bagg

age i

nspe

ction

—inb

ound

—wait

ing tim

e

Gover

nmen

t insp

ectio

n—ou

tboun

d—wait

ing tim

e

Secu

rity cl

earan

ce—

qualit

y of s

earch

proc

ess

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of s

eatin

g

Gate lo

unge

s—cro

wding

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age r

eclaim

—inf

ormati

on di

splay

Bagg

age r

eclaim

—cir

culat

ion sp

ace

Bagg

age t

rolle

ys—fin

dabil

ity

Fligh

t infor

mation

disp

lay sc

reen

s

Signa

ge an

d way

findin

g

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—av

ailabil

ity

Car pa

rking

—tim

e tak

en to

enter

Kerb

side d

rop-

off an

d pick

-up f

acilit

ies

Very poor

Poor

Satisfactory

Good

Excellent


Ave

rage

rat

ing

(1–5

)

In general, passenger ratings of the international and domestic terminals at Melbourne airport were good, with no signifi cant difference in the ratings between the international and domestic terminals.

The average check-in waiting time for passengers interviewed at the international terminal has been stable over the past three years, being reported as 9.8 minutes in 2004–05, 9.6 minutes in 2003–04 and 9.9 minutes in 2002–03.

This year the average check-in waiting time for passengers interviewed at Melbourne airport’s domestic terminal was 5.5 minutes, which is down on the time reported in the past two years: 7.1 minutes in 2003–04 and 6.3 minutes in 2002–03.


Charts 7.3 and 7.4 show the passenger survey results for the international terminals at Melbourne airport for the period 1997–98 to 2004–05.

Chart 7.3 Passenger survey results for the international terminal immigration inspection and baggage reclaim facilities

Check

-in—

waiting

time

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Bagg

age i

nspe

ction

—inb

ound

—wait

ing tim

e

Gover

nmen

t insp

ectio

n—ou

tboun

d—wait

ing tim

e

Secu

rity c

learan

ce—

qualit

y of s

earch

proc

ess

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age r

eclaim

—inf

ormati

on di

splay

Bagg

age r

eclaim

—cir

culat

ion sp

ace

Bagg

age t

rolle

ys—fin

dabil

ity

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05


Gate lo

unge

s—se

ating

qualit

y/ava

ilabilit

y

Gate lo

unge

s—cro

wding

Fligh

t infor

mation

disp

lay sc

reen

s

Signa

ge an

d way

findin

g

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—av

ailabil

ity

Kerb

side d

rop-

off an

d pick

-up f

acilit

ies

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Over the reporting period, Melbourne airport’s international terminal facilities have achieved high and stable ratings from passengers; on average rating good. The exceptions to this have been the ratings for baggage reclaim circulation space and car parking availability, which have achieved ratings between satisfactory and good.


Melbourne airport advised that it is constructing a fi fth baggage reclaim carousel, which is due to be available in June 2006. In addition, an extra 2267 car park spaces were made available in June 2005, with the full opening of a new multi-level car park and additional long-term car parking spaces.

Chart 7.5 shows the passenger survey results for domestic terminal facilities at Melbourne airport from 2002–03 to 2004–05.


Check

-in—

waiting

time

Secu

rity cl

earan

ce—

qualit

y of se

arch p

roce

ss

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Gate lo

unge

s—cro

wding

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age r

eclaim

—cir

culat

ion sp

ace

Bagg

age t

rolle

ys—fin

dabil

ity

Flight

infor

mation

disp

lay sc

reens

Signa

ge an

d way

findin

g

Wash

room

s—sta

ndard

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

2002–03 2003–04 2004–05

Over the reporting period, passenger ratings of the domestic terminal facilities at Melbourne airport have been relatively stable, in general rating as good, with lower results for baggage reclaim.

7.4 Airline surveyDuring 2004–05, 23 international airlines operated out of Melbourne airport’s international terminal, while fi ve domestic airlines used the domestic terminal facilities, only two of which use domestic terminal facilities provided by Melbourne airport.

This year 10 airlines responded to the airline survey—eight for the international terminal and two for the domestic terminal.

Chart 7.6 shows the average ratings by airlines of airside facilities at Melbourne airport for 1997–98 to 2004–05.



Runways

availa

bility

Runways

stan

dard

Taxiw

ays av

ailabil

ity

Taxiw

ays st

anda

rd

Aprons

availab

ility

Aprons

stand

ard

Gates a

vailab

ilty

Gates s

tanda

rd

Groun

d serv

ice sit

es ava

ilability

Groun

d serv

ice sit

es sta

ndard

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Airlines rated airside facilities at Melbourne airport as satisfactory during 2004–05. Ratings were generally down on those achieved last year, except for ground service sites, which showed a slight increase. Since 1997–98, ratings on all measures of airside facilities have fallen.

Chart 7.7 shows the average ratings by airlines of international terminal facilities and management responsiveness for Melbourne airport for 1997–98 to 2004–05.


Aerobri

dge a

vailab

ility

Aerobri

dge s

tanda

rd

Check-

in ava

ilability

Check-

in sta

ndard

Baggage

facili

ties a

vailab

ility

Baggage

facili

ties s

tanda

rd

Manage

ment a

ppro

ach to

conc

erns

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05


In 2004–05 airlines rated the international terminal facilities and management responsiveness at Melbourne airport generally between poor and satisfactory. Over the past three years, airlines’ ratings of the international terminal facilities at Melbourne airport have decreased.

Chart 7.8 shows the average ratings by airlines of domestic terminal facilities at Melbourne airport for 2002–03 to 2004–05.


Aerob

ridge

availa

bility

Aerob

ridge

stan

dard

Check

-in av

ailabil

ity

Check

-in st

anda

rd

Bagg

age f

aciliti

es av

ailabil

ity

Bagg

age f

aciliti

es st

anda

rd

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

2002–03 2003–04 2004–05

Melbourne airport’s domestic terminal facilities were rated by airlines as between poor and good. Ratings for the availability and standard of check-in and baggage facilities decreased this year, while the ratings for the standard of aerobridges increased and remained constant for their availability. Melbourne airport advised that, in addition to existing check-in desks, six self-serve check-in kiosks were installed towards the end of the fi nancial year.


7.5 Australian Customs Service surveyChart 7.9 shows the ratings by ACS of the facilities at Melbourne airport for 1998–99 to 2004–05.


Arrival—

immigr

ation

—ava

ilability

Arrival—

immigr

ation

—sta

ndard

Arrival—

bagga

ge in

specti

on—

availab

ility

Arrival—

bagga

ge in

specti

on—

stand

ard

Depart

ures—

immigr

ation

—ava

ilability

Depart

ures—

immigr

ation

—sta

ndard

Manage

ment a

ppro

ach to

conc

erns

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

ACS’s ratings for 2004–05 ranged between very poor and satisfactory, with most ratings down on last year. The exception to this was the standard of immigration facilities for departing passengers, which increased from poor in 2003–04 to satisfactory.

There is a downward trend apparent in most measures that the ACS rated Melbourne airport on, with all ratings in 2004–05 lower than those in 1998–99. The ACS noted that the growth in passenger numbers at Melbourne airport has resulted in increased congestion and delays due to insuffi cient space for customs to process these passengers effectively. Melbourne airport advised that it considered that the issue of insuffi cient space could be mitigated by ACS providing additional staff.

Melbourne airport advised that it is currently working with the ACS and the Australian Quarantine and Inspection Service (AQIS) to develop terms of reference to further expand the arrival baggage inspection facilities to modify queuing and passenger processing procedures.

In summary:Runway demand was generally within operationally agreed capacity during morning peak hour. Delay times have remained low at Melbourne airport during 2004–05, with the average system delay being 3.6 minutes and average maximum system delay being 10 minutes.

Most of the objective indicators for both the international and domestic terminals showed an increase in the number of passengers per service due to an increase in passenger numbers during peak hour.

In general, passengers rated the international and domestic terminals as good. The international terminal facilities at Melbourne airport have received high ratings from passengers since 1997–98.

Airlines rated the airside facilities at Melbourne airport as satisfactory during 2004–05. Average airline ratings of the international terminal facilities ranged from above poor to satisfactory and ratings for the domestic terminal ranged from poor to good. Overall, airline ratings of the facilities at Melbourne airport were down on those achieved last year.

The ACS ratings of the facilities at Melbourne airport ranged between very poor and satisfactory, with most ratings down on last year.

QUALITY OF SERVICE REPORT: 2004–05 PERTH AIRPORT 49

8 Perth airport

8.1 Objective indicators for quality of serviceTable 8.1 provides the objective indicators for quality of service at Perth airport over the period 2002–03 to 2004–05. Perth airport did not provide information for the objective indicators relating to its domestic terminal in 2002–03.


Indicator


2002–03 2003–04 2004–05 2002–03 2003–04 2004–05


97% 100% 99% N/A N/A N/A


97% 100% 99% N/A N/A N/A


0% 0% 0% N/P 2% 0%


44 43 53 N/A N/A N/A


25 28 34 N/A N/A N/A


79 79 97 N/A N/A N/A


265(a) 263(a) 243 N/P 366 203


1.8 1.8 1.9 N/P 0.7 1.4


0.4 0.4 0.3 N/P 0.2 0.2


119 114 140 N/P 115 116


2 2 3 N/P 2.6 3.4


26 27 26 N/P 49 55


1502 1572 1928 N/P 780 1322



1878 1755 1862 2511 2747 2602


(a) Perth airport advised the ACCC that it incorrectly reported the number of security-clearance systems in the international terminal in 2002–03 and 2003–04 as being two. This has now been corrected to three and as a result the above objective indicators have changed from 397 to 265 in 2002–03 and from 395 to 263 in 2003–04.


PERTH AIRPORT QUALITY OF SERVICE REPORT: 2004–0550

The objective indicators for quality of service for the international terminal between 2002–03 and 2003–04 were generally stable, with most indicators increasing during 2004–05, refl ecting the increase in international passenger numbers at Perth airport over the past three years.

This year, the number of arriving and departing passengers during peak hour for the international terminal increased from 1572 in 2003–04 to 1928. In the domestic terminal, the number of passengers arriving and departing during peak hour increased in 2004–05 to 1322 from 780 in 2003–04. This resulted in most of the objective indicators for both the international and domestic terminals showing an increase in the number of passengers per service indicator.

The exception to this was the decrease in the number of departing passengers per security-clearance system during peak hour for both the domestic and international terminal, due to an increase in the number of security-clearance systems in both terminals. During 2004–05 the number of security-clearance systems in the international terminal increased from two to four and in the domestic terminal from one to three.

8.2 Passenger surveyPerth airport engaged BAA plc (formally the British Airport Authority) to survey its passengers. This year 750 departing passengers, 500 arriving passengers and 100 taxi users in the international and domestic terminals were surveyed.

In 2004–05 Perth airport changed its methods for surveying passengers on quality of service issues. Before 2004–05 Perth airport randomly selected survey participants and used a 1–7 point rating scale, which was then converted into a 1–5 rating scale to meet the ACCC’s reporting requirements. This year, Perth airport surveyed a sample of passengers and adopted a 1–5 point rating scale. The number of passengers surveyed also increased over previous years.

Chart 8.1 shows the passenger survey results for the international and domestic terminals at Perth airport for 2004–05.


Check

-in—

waiting

time

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Bagg

age i

nspe

ction

—inb

ound

—wait

ing tim

e

Gover

nmen

t insp

ectio

n—ou

tboun

d—wait

ing tim

e

Secu

rity cl

earan

ce—

qualit

y of s

earch

proc

ess

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Gate lo

unge

s—cro

wding

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age r

eclaim

—inf

ormati

on di

splay

Bagg

age r

eclaim

—cir

culat

ion sp

ace

Bagg

age t

rolle

ys—fin

dabil

ity

Fligh

t infor

mation

disp

lay sc

reen

s

Signa

ge an

d way

findin

g

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—av

ailabil

ity

Car pa

rking

—tim

e tak

en to

enter

Kerb

side s

pace

—co

nges

tion

Kerb

side d

rop-

off an

d pick

-up f

acilit

ies

Taxi

facilit

ies—

stand

ard

Very poor

Poor

Satisfactory

Good

Excellent


Ave

rage

rat

ing

(1–5

)

Overall, both the international and domestic terminals were rated as good in 2004–05. The exception to this was the standard and availability of the domestic car park, which were rated as being less than good.


The average check-in waiting time during peak hour for passengers interviewed at the international terminal was 10.94 minutes, down from 11.8 minutes in 2003–04. For passengers interviewed at the domestic terminal, the average check-in waiting time during peak hour was 1.96 minutes, up from 0.8 minutes in 2003–04. The average check-in waiting times for both terminals were not available for 2002–03.

Charts 8.2 and 8.3 show the passenger survey results for the international terminal facilities at Perth airport from 1997–98 to 2004–05.


Check-

in—wait

ing tim

e

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Baggage

inspe

ction

—inb

ound

—wait

ing tim

e

Govern

ment in

spec

tion—

outbo

und—

waiting

time

Secu

rity cle

aranc

e—qu

ality o

f searc

h pro

cess

Baggage

recla

im—

waiting

time

Baggage

recla

im—

infor

mation

disp

lay

Baggage

recla

im—

circu

lation

space

Baggage

troll

eys—

finda

bility

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05


Gate lo

unge

s—sea

ting q

uality

/availa

bility

Gate lo

unge

s—cro

wding

Flight

infor

mation

displ

ay scr

eens

Signa

ge an

d wayf

inding

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—ava

ilability

Car pa

rking

—tim

e take

n to e

nter

Kerbs

ide sp

ace—

cong

estion

Kerbs

ide dr

op-o

ff and

pick-

up fa

cilitie

s

Taxi fa

cilitie

s—sta

ndard

Taxi fa

cilitie

s—wait

ing tim

e

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05


The passenger survey results for the international terminal facilities have been stable over the reporting period, being rated, on average, as good.

Chart 8.4 shows the passenger survey results for domestic terminal facilities at Perth airport from 2003–04 to 2004–05. These results were not available for 2002–03.


Check

-in—

waiting

time

Secu

rity cl

earan

ce—

qualit

y of se

arch p

roce

ss

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Gate lo

unge

s—cro

wding

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age r

eclaim

—inf

ormati

on di

splay

Bagg

age r

eclaim

—cir

culat

ion sp

ace

Bagg

age t

rolle

ys—fin

dabil

ity

Flight

infor

mation

disp

lay sc

reens

Signa

ge an

d way

findin

g

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Car pa

rking

—av

ailabil

ity

Car pa

rking

—tim

e tak

en to

enter

Kerb

side s

pace

—co

nges

tion

Kerb

side d

rop-

off an

d pick

-up f

aciliti

es

Taxi

faciliti

es—

stand

ard

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

2003–04 2004–05

Over the past two years, passengers rated the domestic terminal facilities at Perth airport, on average, as good. The exceptions to this were the standard and availability of car parking, which rated as satisfactory. There has been a notable improvement this year for passenger ratings of the time taken to enter the car park and baggage reclaim information display.


8.3 Airline surveyDuring 2004–05, 13 international airlines operated out of Perth airport’s international terminal, while two domestic airlines and three regional airlines used the domestic terminal facilities. This year, six airlines responded to the airline survey—two for the domestic terminal and fi ve for the international terminal.

Chart 8.5 shows the average ratings by airlines of airside facilities at Perth airport for 1997–98 to 2004–05.


Runw

ays a

vailab

ility

Runw

ays s

tanda

rd

Taxiw

ays a

vailab

ility

Taxiw

ays s

tanda

rd

Apron

s ava

ilability

Apron

s stan

dard

Gates a

vailab

ilty

Gates s

tanda

rd

Groun

d ser

vice s

ites a

vailab

ility

Groun

d ser

vice s

ites s

tanda

rd

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

The average airline ratings of Perth airport’s airside facilities for 2004–05 ranged between satisfactory and good, with ratings slightly up on those of last year. Within the range of satisfactory to good ratings, minor trends are apparent in the ratings of airside facilities—a fall in ratings after 1998–99, followed by a gradual recovery up to 2004–05.

Chart 8.6 shows the average ratings by airlines of international terminal facilities and management responsiveness for Perth airport for 1997–98 to 2004–05.



Aero

bridg

e ava

ilabilit

y

Aero

bridg

e stan

dard

Check

-in av

ailabil

ity

Check

-in st

anda

rd

Bagg

age f

acilit

ies av

ailabil

ity

Bagg

age f

acilit

ies st

anda

rd

Man

agem

ent a

ppro

ach t

o con

cern

s

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1997–98 1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Average ratings by airlines of the international terminal facilities increased during 2004–05, with facilities rated as satisfactory on average. Within the range of poor to above satisfactory ratings, minor trends are apparent in the ratings of the international terminal and management responsiveness—ratings were relatively high in the fi rst half of the reporting period, followed by a fall in ratings, which has been reversed in recent years.

Chart 8.7 shows the average ratings by airlines of domestic terminal facilities at Perth airport for 2002–03 to 2004–05.


Aero

bridg

e ava

ilabilit

y

Aero

bridg

e stan

dard

Check

-in av

ailabil

ity

Check

-in st

anda

rd

Bagg

age f

acilit

ies av

ailabil

ity

Bagg

age f

acilit

ies st

anda

rd

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

2002–03 2003–04 2004–05


Airlines’ average ratings of the domestic terminal facilities at Perth airport in 2004–05 ranged from poor to good. Ratings of check-in and baggage facilities improved, while there was a decline in the rating of the standard of aerobridges. The average rating of aerobridge availability remained unchanged from last year.

8.4 Australian Customs Service surveyChart 8.8 shows the ratings by ACS of the facilities at Perth airport for 1998–99 to 2004–05.


Arrival—

immigr

ation

—ava

ilability

Arrival—

immigr

ation

—sta

ndard

Arrival—

bagga

ge in

specti

on—

availab

ility

Arrival—

bagga

ge in

specti

on—

stand

ard

Depart

ures—

immigr

ation

—ava

ilability

Depart

ures—

immigr

ation

—sta

ndard

Manage

ment a

ppro

ach to

conc

erns

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

The ACS ratings at Perth airport ranged between poor to good during 2004–05. The ACS noted that congestion is a problem when international fl ights arrive close together, but said that Perth airport had improved the baggage inspection area for arrivals during the reporting period.

In summary:Most of the objective indicators for both the international and domestic terminals showed an increase in the number of passengers per service in 2004–05, due to more passengers during peak hour.

Passengers rated the international and domestic terminals as good. Passenger ratings for the international terminal facilities have been stable since 1997–98, being rated on average as good.

The average airline ratings of Perth airport’s airside facilities for 2004–05 ranged between satisfactory and good, with ratings slightly up on those achieved last year. Ratings by airlines of the international terminal facilities increased during 2004–05, with facilities on average rated as satisfactory, while ratings for the domestic terminal ranged from poor to good.

The ACS rated Perth airport’s facilities between poor and good during 2004–05.

SYDNEY AIRPORT QUALITY OF SERVICE REPORT: 2004–0556

9 Sydney airport

9.1 Runway traffi c—demand and delaysChart 9.1 shows the aircraft traffi c measures for Sydney airport’s morning peak.

Chart 9.1 Peak-hour aircraft traffi c

0

10

20

30

40

50

60

70

80

Demand Actual arrivals Rate Peak demand(within the hour)

Max pro rata rate(within the hour)


Jun 2004 AVG

Jul 2004 AVG

Aug 2004 AVG

Sep 2004 AVG

Oct 2004 AVG

Nov 2004 AVG

Dec 2004 AVG

Jan 2005 AVG

Feb 2005 AVG

Mar 2005 AVG

Apr 2005 AVG

May 2005 AVG

Jun 2005 AVG


Note: Rate means agreed arrive rate or operational capacity.



Runway demand was relatively high compared with OAC during the morning peak hour, averaging 89.6 per cent, up from 84 per cent in 2003–04. Peak-hour demand within parts of that hour exceeded the maximum pro rata arrival rate by 29 per cent, down from 35 per cent in 2003–04. The average system delay at Sydney airport remained unchanged from last year at about 5 minutes, up from about 4 minutes in 2002–03. The maximum system delay in peak hour is also unchanged since last year, averaging about 14 minutes, up from 12 minutes in 2002–03.

The above indicates a concentration of demand in the peak hour, but not necessarily inadequate capacity, because the runway is underused at other times. Sydney airport has advised that it tends to experience greater average delays than other Australian airports because of external factors, such as higher peak movement rates, terminal area constraints and the government noise-sharing policy.

Sydney’s capacity rates are limited by the scheduling cap of 80 movements per hour, (around 40 arrivals per hour) which necessitates rationing of airline access to timeslots. This rationing is performed administratively by Airport Co-ordination Australia. Regional fl ights have guaranteed access to a minimum number of regional slots at Sydney airport during peak hour. Prices for regional airlines at Sydney airport are also subject to a CPI-X price cap.

The data does not show the potential economic demand which is suppressed through the existence of the slot controls, as ‘demand’ relates only to aircraft already scheduled to land.

QUALITY OF SERVICE REPORT: 2004–05 SYDNEY AIRPORT 57

9.2 Objective indicators for quality of serviceTable 9.1 shows the objective indicators for quality of service at Sydney airport over the period 2002–03 to 2004–05.


Indicator


2002–03 2003–04 2004–05 2002–03 2003–04 2004–05


98% 98% 100% N/A N/A N/A


98% 99% 100% N/A N/A N/A


0% N/P 0% N/P N/P 3%


39 35 43 N/A N/A N/A

Number of arriving passengers per baggage inspection desk during peak hour(a)

28 83 60 N/A N/A N/A


30 27 31 N/A N/A N/A


80 73 97 N/P 104 110


0.4 0.4 0.4 N/P 1 1


0.3 0.2 0.3 N/P N/P 0.2


795 883 918 290 497 528


1 1 1 N/P 7 4


4 3 5 N/P 5 5


1007 903 880 N/P N/P 2100



4048 4393 4546 2621 3077 3191


247 390 464


(a) Sydney airport advised that the number of baggage inspection desks has not changed, rather the variation in this indicator is driven by the way in which these desks are used during each reporting period (e.g. one desk may be able to be used by up to three operators and therefore be classifi ed as equivalent to three desks—this depends on how ACS determines these desks

should be used).



The general trend in objective indicators for the international terminal over the past three years has followed the trend in passenger numbers. In 2004–05, the number of international passengers arriving and departing during peak hour increased to 4401 from 3615 in 2003–04. This resulted in most of the objective indicators for the international terminal showing an increase in the number of passengers per service indicator.

The number of passengers per information point during peak hour decreased from 903 in 2003–04 to 880 in 2004–05, due to an increase in the number of information points from four to fi ve.

The number of passengers per baggage trolley during peak hour has remained constant over the past two years. This is because, even though passenger numbers went up, the number of baggage trolleys increased from 3400 in 2003–04 to 4725 in 2004–05.

The number of international passengers per fl ight information display screen during peak hour increased during 2004–05, due to a reduction in the number of FID screens. Sydney airport installed new LCD screens in some parts of the terminal, which it states are larger and clearer than the existing screens. There were 870 fl ight information display screens in the international terminal in 2004–05, down from 1050 in 2003–04.

The number of passengers arriving and departing during peak hour for the domestic terminal increased slightly in 2004–05 to 2100, up from 2076. As a result, most objective indicators for the domestic terminal remained stable. The exception to this was a decrease in the number of passengers per baggage trolley during peak hour from seven to four, due to the number of baggage trolleys available in the domestic terminal increasing from 300 in 2003–04 to 590 in 2004–05.

9.3 Passenger surveyAs noted in the earlier chapter on the ACCC’s role and approach, the approach for passenger surveys at Sydney airport is unique in that Sydney airport requested that its performance be assessed on the basis of the AETRA survey undertaken annually by IATA, rather than the ACCC’s guidelines. Although a consistent methodology across all airports would be preferable, the ACCC accepted this approach because the IATA survey was an authoritative independent survey by a user group which allows benchmarking against the world’s best airports. Questions in the IATA survey are broadly equivalent but not identical to those expected in the Australian regulations.

While a benefi t of Sydney airport using the IATA survey is that it allows for international comparisons, Sydney airport did not provide the ACCC with the full AETRA results.

Although IATA uses a 1–5 rating scale, the meaning of the scores differs from the ACCC’s scale, as shown in the comparison below:

IATA scale 1

Poor

2

Fair

3

Good

4

Very good

5

Excellent

ACCC scale 1

Very poor

2

Poor

3

Satisfactory

4

Good

5

Excellent

Chart 9.2 shows passenger survey results for the international and domestic airport-operated terminals at Sydney airport for 2004–05.



Check

-in—

waiting

time

Immigr

ation

area

—inb

ound

—wait

ing tim

e

Gover

nmen

t insp

ectio

n—ou

tboun

d—wait

ing tim

e

Secu

rity cl

earan

ce—

qualit

y of s

earch

proc

ess

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age t

rolle

ys—fin

dabil

ity

Fligh

t infor

mation

disp

lay sc

reen

s

Signa

ge an

d way

findin

g

Wash

room

s—sta

ndard

Car-pa

rking

—sta

ndard

Kerb

side d

rop-

off an

d pick

-up f

aciliti

es

Poor

Fair

Good

Very good

Excellent


Ave

rage

rat

ings

(IAT

A 1

–5 s

cale

)

The passenger survey results rated the international and domestic terminals at Sydney airport as between good and very good.

The average check-in waiting time during peak hour for passengers interviewed at the international terminal was 13 minutes, down from 16 minutes in 2003–04. For passengers interviewed at the domestic terminal, the average check-in waiting time during peak hour was 10 minutes during 2004–05. The average check-in time for the domestic terminal was not available for 2003–04.

Chart 9.3 shows Sydney airport’s passenger survey results for international terminal services from January 2000 to 30 June 2005. These are based on the IATA survey, which historically was reported on the calendar year and is now reported on the fi nancial year.

Chart 9.3 Passenger survey results for the international terminal

Wait

ing tim

e at c

heck

-in

Passp

ort a

nd vi

sa ins

pecti

on

Custom

s insp

ectio

n

Secu

rity in

spec

tion

Sens

e of s

ecur

ity

Wait

ing/ga

te are

as—co

mfort

Cleanli

ness

of air

port

termina

l

Bagg

age d

elive

ry se

rvice

spee

d

Bagg

age c

arts a

vailab

ility

Fligh

t infor

mation

scre

ens

Signp

ostin

g & w

ayfin

ding

Wash

room

s

Parki

ng fa

cilitie

s

Groun

d tran

spor

tation

to/fr

om ai

rpor

t

Ave

rage

rat

ing

(IATA

1–5

)

Poor

Fair

Good

Very good

Excellent

Jan 2000–Apr 2001 Jan–Dec 2001 Jan–Dec 2002 Jan–Dec 2003 Jan–Jun 2004 Jul 2004–Jun 2005


Over the reported period, the international terminal facilities at Sydney airport have rated on average as good to very good, with slight downward trends appearing for signposting and washrooms.

Sydney airport advised that it has recently announced ‘Project Star’, which is planned to upgrade the airside and general terminal facilities over the next three to fi ve years.

Chart 9.4 shows the passenger survey results for domestic terminal facilities at Sydney airport from 2003–04 to 2004–05. These results were not available for 2002–03.


Check

-in—

waiting

time

Secu

rity cl

earan

ce—

qualit

y of se

arch p

roce

ss

Gate lo

unge

s—qu

ality a

nd av

ailabil

ity of

seati

ng

Bagg

age r

eclaim

—wait

ing tim

e

Bagg

age t

rolle

ys—fin

dabil

ity

Flight

infor

mation

disp

lay sc

reens

Signa

ge an

d way

findin

g

Wash

room

s—sta

ndard

Car pa

rking

—sta

ndard

Kerb

side d

rop-

off an

d pick

-up f

aciliti

es

Poor

Fair

Good

Very good

Excellent

Ave

rage

rat

ing

(IATA

1–5

)

2003–04 2004–05

Over the past two years, the passenger survey results for domestic terminal facilities at Sydney airport have ranged from good to very good. In 2004–05 passenger ratings of these facilities declined, but were still rated as good.

Sydney airport recently announced a $20 million upgrade of the domestic terminal, which began on 8 September 2005. In addition, Sydney airport advised that it has recently increased the number of available car parking spaces.

9.4 Airline surveyDuring 2004–05, 40 international airlines operated out of Sydney airport’s international terminal, while eight domestic and regional airlines used the domestic terminal facilities. This year, 13 airlines responded to the airline survey—11 for the international terminal and three for the domestic terminal.

Chart 9.5 shows the average ratings by airlines of airside facilities at Sydney airport for 1998–99 to 2004–05.



Runways

availa

bility

Runways

stan

dard

Taxiw

ays av

ailabil

ity

Taxiw

ays st

anda

rd

Aprons

availab

ility

Aprons

stand

ard

Gates a

vailab

ilty

Gates s

tanda

rd

Groun

d serv

ice sit

es ava

ilability

Groun

d serv

ice sit

es sta

ndard

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

Airlines’ average ratings of the airside facilities at Sydney airport were largely unchanged from 2003–04, with ratings ranging between satisfactory and good. Results over the period from 1998–99 appear to be broadly stable, apart from relatively low results in 1998–99 for gates and ground service sites.

Chart 9.6 shows the average ratings by airlines of international terminal facilities and management responsiveness for Sydney airport for 1998–99 to 2004–05.


Aerobri

dge a

vailab

ility

Aerobri

dge s

tanda

rd

Check-

in ava

ilability

Check-

in sta

ndard

Baggage

facili

ties a

vailab

ility

Baggage

facili

ties s

tanda

rd

Manage

ment a

ppro

ach to

conc

erns

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

For the most part, airline ratings of the international terminal facilities were relatively stable or up on the ratings in 2003–04; on average rating satisfactory. The exception to this was the airlines’ rating of the standard of aerobridges, which decreased slightly during 2004–05. Over the reporting period, there has been a downward trend in the standard of check-in facilities, from above satisfactory in 1998–99 to below satisfactory in 2004–05.


Sydney airport advised that it is currently in the process of upgrading the check-in facilities and, under Project Star, aerobridges will be upgraded.

Chart 9.7 shows the average ratings by airlines of domestic terminal facilities at Sydney airport for 2002–03 to 2004–05.


Aerobri

dge a

vailab

ility

Aerobri

dge s

tanda

rd

Check-

in ava

ilability

Check-

in sta

ndard

Baggage

facili

ties a

vailab

ility

Baggage

facili

ties s

tanda

rd

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

2002–03 2003–04 2004–05

This year, the average airline ratings for Sydney airport’s domestic terminal were satisfactory, with results largely unchanged from 2003–04. Since 2002–03, the rating of standard of aerobridges improved, as did the standard of the baggage facilities, while the standard and availability of check-in facilities fell.

Sydney airport advised that many more passengers used the domestic terminal in 2004–05. The number of airlines operating out of the domestic terminal increased from two to three and, during this period, the two major airlines experienced increases in services and passenger numbers.


9.5 Australian Customs Service surveyChart 9.8 shows the ratings by ACS of the facilities at Sydney airport for 1998–99 to 2004–05.


Arrival—

immigr

ation

—ava

ilability

Arrival—

immigr

ation

—sta

ndard

Arrival—

bagga

ge in

specti

on—

availab

ility

Arrival—

bagga

ge in

specti

on—

stand

ard

Depart

ures—

immigr

ation

—ava

ilability

Depart

ures—

immigr

ation

—sta

ndard

Manage

ment a

ppro

ach to

conc

erns

Very poor

Poor

Satisfactory

Good

Excellent

Ave

rage

rat

ing

(1–5

)

1998–99 1999–2000 2000–01 2001–02 2002–03 2003–04 2004–05

In 2004–05, ACS’s ratings ranged between satisfactory and good. While ACS’s ratings for the availability of facilities remained stable, ratings on the standard of facilities decreased during 2004–05, from good to satisfactory. Since 1998–99 the rating for management’s approach to concerns has fallen from excellent to satisfactory.

In summary:Runway demand at Sydney airport was sometimes higher than operationally agreed capacity during the morning peak hour. The average system delay and maximum system delay in peak hour were unchanged since last year, at about 5 and 14 minutes, respectively.

The objective indicators for the domestic terminal generally remained relatively stable, while an increase in the number of international passengers during peak hour resulted in most of the objective indicators for the international terminal increasing.

Passengers rated the international and domestic terminals as good to very good. Ratings for the international terminal facilities have been relatively stable, between good to very good, over the reporting period.

Airlines’ average ratings of the airside facilities at Sydney airport ranged between satisfactory and good. This year, the average airline ratings for Sydney airport’s international and domestic terminals were satisfactory. Overall, the airlines’ ratings of the facilities at Sydney airport were largely unchanged from those achieved in 2003–04.

ACS rated the facilities at Sydney airport as satisfactory to good.

APPENDIX 1 QUALITY OF SERVICE REPORT: 2004–0564

Appendix 1 Indicators of airport quality of service

Objective measuresThe ACCC requested the measures in the table below from airports and Airservices Australia, in light of the airports regulations and the government objectives for monitoring. The measures in column (1) are base data largely related to the size or scale of the airport, while the indicators in column (2) are derived from the base data to give a better indicator of relative adequacy of facilities; that is, relative to the number of passengers or aircraft.

Apart from the runway data which was sought from Airservices Australia, the data was sought from the airport operators. It was not always possible to obtain this data, as indicated in the relevant chapters of this report.

Facility (1) Base data (2) Objective indicators

Runway system Number of arrivals/departures per hour:… morning peak… evening peak… monthly average… day of week average

Runway system capacity

Arriving/departing aircraft delay:… morning peak… evening peak… monthly average… day of week average

Number of arriving/departing aircraft delayed by length of delay

Aerobridges

… for arrivals Number of aerobridges… international terminal… domestic terminal

Number of passengers arriving from international aircraft via aerobridges

Number of arriving international aircraft using aerobridges

% of international passengers arriving via aerobridges

… for departures Number of passengers departing in international aircraft via aerobridges

% of international passengers departing via aerobridges

Apron System

Parking… for aircraft

Number of aircraft parking bays Number of aircraft parking bays per arriving aircraft at peak hour

Check-in Number of hours with more than 80 per cent of desks in use

Number of hours any desks are open

Number of desks

% of hours with more than 80 per cent of desks in use

QUALITY OF SERVICE REPORT: 2004–05 APPENDIX 1 65


Government inspection(at international terminals)

… inbound Number of inbound immigration desks Number of inbound immigration desks per arriving passenger during peak hour

Number of baggage inspection desks Number of baggage inspection desks per arriving passenger during peak hour

… outbound Number of outbound immigration desks Number of outbound immigration desks per departing passenger during peak hour

Security clearance Number of security-clearance systems Number of security-clearance systems per departing passenger during peak hour

Gate lounges Number of seats in gate lounge Lounge area per departing passenger during peak hour

Square metres of lounge area Seats per departing passenger during peak hour

Baggage processing

… outbound baggage systems

Capacity of outbound baggage handling system

Number of bags handled

Number of hours system is in use

Number and duration of planned/unplanned

Interruptions to outbound baggage handling system

Average throughput of the outbound baggage system

… inbound baggage systems

Capacity of inbound baggage handling systemNumber and duration of planned/unplanned interruptions to inbound baggage handling system

Baggage trolleys Number of baggage trolleys Number of baggage trolleys per [arriving/departing] passenger during peak hour

Signage and way-fi nding

Number of FID screens Number of FID screens per [arriving/departing] passenger during peak hour

Number of information points Number of information points per [arriving/departing] passenger during peak hour

Other—traffi c Total number of arriving passengers from international aircraft

Total number of departing passengers in international aircraft

Number of arriving/departing passengers during peak hour4

Average number of arriving/departing passengers during peak hour



Car parking Number of days car park is openNumber of parking spaces available to the publicTotal annual throughput of car parkAverage daily throughput of car parkNumber of parking spaces available to staff

Average daily throughput/number of spaces

Notes:

1. Advice provided to the ACCC by airport operators recommended the use of an average peak measure as a quality of service performance indicator, which is recommended to be defi ned as the peak hour in the average day of the peak month. The ACCC also recognises that there are other peak measures such as 30th busiest hour per month or 95th percentile traffi c levels that may be used by airports to approximate peak-hour passenger traffi c levels in airport terminals.

Passenger perception surveysAirports were expected to conduct passenger surveys eliciting passengers’ satisfaction with each of the facilities in the following table at each terminal managed by the airport operator.

Service Satisfaction with …

Check-in Check-in waiting time

Average waiting time per passenger during peak hour (number of minutes)

Government inspection

Inbound Waiting time in inbound immigration area

Waiting time in inbound baggage inspection area

Outbound Waiting time in outbound immigration area

Security clearance Quality of security search process

Gate lounges Quality and availability of seating in lounge area

Crowding in lounge area

Baggage processing Waiting time for inbound baggage arrival

Information display regarding inbound baggage location

Circulation space for baggage pick-up

Baggage trolleys Findability of baggage trolleys

Signage and wayfi nding FID (fl ight information display) screens

Signage and wayfi nding

Washrooms Standard of washroom facilities

Car parking Standard of car park facilities

Availability of car parking spaces

Time taken to enter car park

airport access Congestion at kerbside taxi drop-off and pick-up

Facilities for kerbside taxi drop-off and pick-up

… for taxis Standard of facilities for taxis

Waiting time to get a taxi


Airline user surveyThe ACCC’s survey of airlines using monitored airports asked questions about each airline’s satisfaction with the following items:

Facility Satisfaction with …

Airside

Runways

Taxiways

Apron system

1. Standard; 2. Availability



Gates (including hardstand)/aircraft facilities (including parking bays)


Ground service equipment storage sites 1. Standard; 2. Availability

Terminal

Aerobridges 1. Standard; 2. Availability

Check-in facilitiesincluding counters, IT systems and queuing areas


Baggage processing facilities 1. Standard; 2. Availability

Management

Overall system for addressing quality of service concerns

Notes:

1. Availability: the amount of the service made available to an airline relative to demands for the service. May include whether facilities are available or restricted due to congestion, positioning, maintenance, or repairs, the accessibility or usefulness of the facility/service provided, and the effi ciency of the system to allocate usage.

2. Standard: the standard/condition of the facility supplied, and condition in which it is generally maintained.

3. Management and consultation provided by airport operator in relation to the listed services—relates to airport operator’s responsiveness and approach when dealing with quality of service issues with the airline, including addressing new and recurring quality concerns, and keeping airlines informed of imminent changes.


Appendix 2 Base data for objective indicators

This appendix sets out the base data for objective indicators. The indicators of adequacy derived from the base data are shown earlier in each airport’s section.

Airport traffi cTable A1 sets out the key traffi c fi gures at price-monitored airports. The table shows the average peak-hour times at each airport, number of passengers at peak hour, and the total number of passengers for the year. Owing to the fl exibility in determining what the average peak hour is, the measures may not be strictly comparable between airports.

Table A1 Number of passengers at peak hour and total annual number of passengers 2004–05

Airport Terminal Arriving/ departing

Peak-hour time Number of passengers in

peak hour

Year total passengers

2004–05

AdelaideInternational

Arriving N/A(a) 480 168 168

Departing N/A(a) 430 156 698

DomesticArriving 1900–2000 546 2 628 690

Departing 0600–0700 501

BrisbaneInternational

Arriving 0700–0759 1 297 2 145 203

Departing 0800–0859 1 033 2 142 426

DomesticArriving 1800–1859 551 1 753 450

Departing 0800–0859 522

CanberraDomestic

Arriving 0750–0850 N/P2 484 032(b)

Departing 0815–0915 N/P

DarwinInternational

Arriving 0400–0500 260 80 100

Departing 0500–0600 200 78 400

DomesticArriving 0010–0110 675 535 700

Departing 0100–0200 675 536 900

MelbourneInternational

Arriving 0653–0752 1 484 2 264 826

Departing 0917–1016 1 655 2 143 435

DomesticArriving 1859–1958 1 039 3 140 295

Departing 1904–2003 991

PerthInternational

Arriving 1400–1459 956 1 005 870

Departing 1600–1659 972 971 392

DomesticArriving 2200–2259 714 658 513

Departing 2300–2359 608 670 178

SydneyInternational

Arriving 600 2 750 5 559 921

Departing 900 N/P 5 367 150

DomesticArriving 1500 1 651 9 329 539

Departing 1200 N/P

(a) Adelaide airport advised that due to the low volume of international traffi c it was unable to accurately quantify the peak-hour time for the international terminal. As such, the number of international passengers arriving and departing during average peak hour has been provided as an estimate to enable the calculation of some objective measures.

(b) This is the total number of regular public transport (RPT) passengers at Canberra airport during 2004–05. It should be noted that this fi gure includes both international and domestic passengers.


Airport scale of provision of serviceThe following table shows some indicators of the number or size of key facilities at each airport. This data indicates the scale of provision of service, but cannot be taken as indicators of the adequacy or quality of facilities. The adequacy of facilities depends on the level of demand which they are required to meet. Quality is also a refl ection of the condition of facilities, wear and tear and so on.

Airside facilitiesTable A2 shows the provision of aircraft parking bays and aerobridges at terminals operated by the airport.

Table A2 Airside facilities 2004–05

Airport Terminal Number of aircraft parking bays

Number of aerobridges

Adelaide International 4 0

Domestic 13 0

Brisbane International 13 10

Domestic 9 2

Canberra Domestic 13 2

Darwin International/domestic 10 RPT 3

Other 90 GA1 0

Melbourne International 20 11

Domestic 20 10

Perth International 9 5

Domestic 15 2

Sydney International 39 27

Domestic 27 13

1. General aviation


Term

inal

facil

ities

Tabl

e A3

sh

ow

s th

e n

um

ber

of t

erm

inal

faci

litie

s av

aila

ble

at e

ach

ter

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al o

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ated

by

the

airp

ort

.

Tabl

e A

3 Te

rmin

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cilit

ies

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–05

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ort

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inal

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mbe

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and

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gage

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211

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4 05

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4

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berr

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191

Dar

win

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al19

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and

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om

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Car parkingTable A4 shows the number of short-term and long-term car parking spaces at each airport. Some are identifi ed as terminal specifi c.

Table A4 Car parking facilities, price monitored airports, 2004–05

Airport Terminal Number of short-term car park

spaces

Number of long- term car park

spaces

Number of staff car park spaces

Adelaide International 450 N/A N/A

Domestic 815 N/A N/A

Brisbane International 950 N/A 708

Domestic 938 3 600 1 641

Canberra Domestic 377 687 155

Darwin Total airport 556 12(a) 177

Melbourne Total airport 3 553 6 859 1 300

Perth International 1 077 N/A N/A

Domestic 1 645 614 N/A

Sydney International 1 560 4 361 1 202

Domestic 3 045 N/A N/A

(a) Refers to the locked compound available for dedicated long-term car parking. Darwin airport advised that long-term car parking is also available in the short-term car park.


Adelaide airportAs a Phase II airport Adelaide airport has provided quality of service information since 2000–01.

Table A5 shows the objective measures at the international terminal at Adelaide airport for the period between 2000–01 to 2004–05, where available.

Table A5 Objective measures for the international terminal at Adelaide airport

Indicator 2000–01 2001–02 2002–03 2003–04 2004–05

Number of aircraft parking bays 5 5 5 4

Number of aerobridges 1 1 0 0

Number of passengers arriving from international aircraft via aerobridges

84 741 112 317 0

Total number of arriving passengers from international aircraft

112 988 149 576 168 168

Number of arriving passengers 112 988 149 576 168 168

Number of arriving international aircraft using aerobridges

858 624 0

Number of passengers departing in international aircraft via aerobridges

76 738 132 718 0

Total number of departing passengers in international aircraft

102 318 176 958 156 698

Total number of check-in desks 12 12 12 12 12

Number of hours with more than 80 per cent of check-in desks staffed

821 585 585

Total number of hours any check-in desks are open 3 285 2 340 2 340

Number of inbound immigration desks 10 10 10

Number of inbound baggage inspection desks 1 1 12 12 12

Number of outbound migration desks 5 5 5

Number of security-clearance systems 1 2 2 2 2

Number of seats in gate lounges 333 333 340 340

Square metres of lounge area 608 610 610

Capacity of outbound baggage handling system, bags per hour

360 360 360

Number of outbound bags handled 141 447 171 948 266 387

Number of hours outbound baggage system is in use 3 285 2 340 2 340

Number of planned interruptions to outbound baggage system

0 0 0

Total number of hours of planned interruption to outbound baggage system

0 0 0

Number of unplanned interruptions to outbound baggage system

0 0 0

Number of hours of unplanned interruption to outbound baggage system

0 0 0

Number of hours inbound baggage handling system is in use

1 326 1 326 1 326


Indicator 2000–01 2001–02 2002–03 2003–04 2004–05

Number of planned interruptions to inbound baggage system

0 0 0

Total number of hours of planned interruption to inbound baggage system

0 0 0

Number of unplanned interruptions to inbound baggage system

0 0 0

Total number of hours of unplanned interruption to inbound baggage system

0 0 0

Number of working accessible baggage trolleys 230 240 240

Number of FID (fl ight information display) screens 3 7 6 6 6

Number of information points 3 7 2 1 1

Time of average peak hour for arriving passengers 0 0600–0700 N/P

Time of average peak hour for departing passengers 0 1400–1500 N/P

Total number of passengers arriving during average peak hour

460 481 480

Total number of passengers departing during average peak hour

460 431 430


Table A6 shows the objective measures at Adelaide airport for the domestic terminal for 2002–03 to 2004–05.

Table A6 Objective measures for the domestic terminal at Adelaide airport

Indicator 2002–03 2003–04 2004–05

Number of aircraft parking bays 13 13 13

Number of aerobridges 0 0 0

Number of arriving passengers 438 678 2 295 585 2 628 690

Total number of check-in desks 12 12 15

Number of hours with more than 80 per cent of check-in desks staffed 3 285 3 395 3 395

Total number of hours any check-in desks are open 5 475 5 658 5 658

Number of security-clearance systems 2 2 2

Number of seats in gate lounges 240 240 240

Square metres of lounge area 1 200 1 200 1 200

Capacity of outbound baggage handling system, bags per hour 360 360 360


Number of planned interruptions to outbound baggage system 0 0 0

Total number of hours of planned interruption to outbound baggage system

0 0 0

Number of unplanned interruptions to outbound baggage system 0 0 0

Number of hours of unplanned interruption to outbound baggage system, including extra hours where interruptions longer than planned

0 0 0

Number of hours inbound baggage handling system is in use 4 927 4 927 4 927

Number of planned interruptions to inbound baggage system 0 0 0

Total number of hours of planned interruption to inbound baggage system 0 0 0

Number of unplanned interruptions to inbound baggage system 0 0 0

Total number of hours of unplanned interruption to inbound baggage system, including extra hours where interruptions longer than planned

0 0 0


Number of FID (fl ight information display) screens 7 25 17(a)

Number of information points 1 2 2

Time of average peak hour for arriving passengers 0 1900–2000 1900–2000

Time of average peak hour for departing passengers 0 0600–0700 0600–0700

Total number of passengers arriving during average peak hour 500 507 546

Total number of passengers departing during average peak hour 500 465 501

(a) There are 25 FID screens operating in the domestic terminal; however, only 17 are managed by the airport.


Table A7 shows the number of short-term and long-term car parking spaces at Adelaide airport.

Table A7 Objective measures for car parking at Adelaide airport

Short-term car park—international terminal 2002–03 2003–04 2004–05

Number of days short-term car park is open 365 365 365

Number of spaces available 450 430(a) 450

Total annual throughput 108 000 144 701 197 739

Short-term car park—domestic terminal


Number of spaces available 740 740 815


(a) Adelaide airport advised that the reduction in short-term car park spaces available was due to the commencement of terminal works.


Brisb

ane

airp

ort

Tabl

e A8

sh

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, wh

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320

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420

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5

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Ind

icat

or

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1998

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020

00–0

120

01–0

220

02–0

320

03–0

420

04–0

5

Tota

l nu

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d

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/P0

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Nu

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up

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gage

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619

2 22

6

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np

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ned

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2 62

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nn

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to in

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137

0

Tota

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1

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1 43

2

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(fl i

ght

info

rmat

ion

dis

pla

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cree

ns

N/P

21

121

1

Nu

mbe

r o

f in

form

atio

n p

oin

tsN

/P

99

Tim

e o

f ave

rage

pea

k h

ou

r fo

r ar

rivi

ng

pas

sen

gers

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–080

007

00–0

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0700

–075

9

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e o

f ave

rage

pea

k h

ou

r fo

r d

epar

tin

g p

asse

nge

rs08

00–0

900

0800

–090

008

00–0

859

Tota

l nu

mbe

r o

f pas

sen

gers

arr

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g d

uri

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aver

age

pea

k h

ou

r1

116

1 34

71

297

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l nu

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859

873

1 03

3


Table A9 shows the objective measures for the international and domestic terminals at Brisbane airport for 2003–04 to 2004–05.

Table A9 Objective measures for domestic terminal facilities at Brisbane airport

Indicator 2003–04 2004–05

Number of aircraft parking bays 9 9

Number of aerobridges 2 2

Number of arriving passengers 234 268 1 753 450

Total number of check-in desks 12 12

Number of security-clearance systems 2 2

Number of seats in gate lounges 427 427

Square metres of lounge area 3 744 3 522

Capacity of outbound baggage handling system, bags per hour 3 000 3 000

Number of unplanned interruptions to outbound baggage system 9 405

Number of hours of unplanned interruption to outbound baggage system, including extra hours where interruptions longer than planned 4 34

Capacity of inbound baggage handling system, bags per hour 1 700 1 700

Number of working accessible baggage trolleys 40 350

Number of FID (fl ight information display) screens 29 31

Number of information points 4 4

Time of average peak hour for arriving passengers 1800–1900 1800–1859

Time of average peak hour for departing passengers 0800–0900 0800–0859

Total number of passengers arriving during average peak hour 380 551

Total number of passengers departing during average peak hour 337 522


Table A10 shows the objective measures for the car park facilities at Brisbane airport for 2002–03 to 2004–05.

Table A10 Objective measures for car parking at Brisbane airport



Number of spaces available 1 000 950 950




Number of spaces available 985 938 938

Total annual throughput 1 160 903 1 157 220 1 176 229

Long-term car park—domestic terminal

Number of days long-term domestic car park is open 365 365 365

Number of spaces available 2 350 1 500 3 600


Staff car parking

Number of parking spaces for staff 2 263 2 277 1 641


Canberra airportTable A11 shows the objective measures for the domestic terminal at Canberra airport for the period 2000–01 to 2004–05, where available.

Table A11 Objective measures for domestic terminal at Canberra airport

Indicator 2000–01 2001–02 2002–03 2003–04 2004–05

Number of aircraft parking bays 12 13 13 13 13


Number of arriving passengers 960 496 Unknown Unknown

Total number of check-in desks 4 4 8 10 10

Number of hours with more than 80 per cent of check-in desks staffed Unknown Unknown Unknown

Total number of hours any check-in desks are open Unknown Unknown Unknown

Number of security-clearance systems 1 1 1 0 1

Number of seats in gate lounges 64 332 356 376 440


Number of planned interruptions to outbound baggage system 0 0 0

Total number of hours of planned interruption to outbound baggage system 0 0 0


Number of hours of unplanned interruption to outbound baggage system 0 0 1.5

Number of planned interruptions to inbound baggage system 0 0 0

Total number of hours of planned interruption to inbound baggage system 0 0 0


Total number of hours of unplanned interruption to inbound baggage system 0 0 0


Number of FID (fl ight information display) screens 5 7 9 19 19

Number of information points 1 1 1 1 1

Time of average peak hour for arriving passengers 0750–0845 0750–0845 0750–0850

Time of average peak hour for departing passengers 0815–0915 0815–0915 0815–0915

Total number of passengers arriving during average peak hour Unknown Unknown Unknown

Total number of passengers departing during average peak hour Unknown Unknown Unknown


Table A12 shows the objective measures for car parking at Canberra airport for 2002–03 to 2004–05.

Table A12 Objective measures for car parking at Canberra airport

Short-term car park 2002–03 2003–04 2004–05

Number of days short-term car park is open, fi nancial year 365 365 365

Number of short-term parking spaces available to the public, 30 June 266 359 377

Total annual throughput of short-term car park, fi nancial year Unknown 487 847 511 169

Long-term car park

Number of days long-term car park is open, fi nancial year 365 365 365

Number of long-term parking spaces available to the public, 30 June 790 697 687

Total annual throughput of long-term car park, fi nancial year Unknown 91 242 85 816

Staff car park

Number of parking spaces for staff 122 136 155


Dar

win

airp

ort

Tabl

e A1

3 sh

ow

s th

e o

bjec

tive

mea

sure

s fo

r th

e in

tern

atio

nal

ter

min

al a

t D

arw

in a

irp

ort

for

1999

–200

0 to

200

4–05

. Ple

ase

no

te t

hat

Dar

win

air

po

rt is

a s

ingl

e in

tegr

ated

ter

min

al c

ater

ing

for

both

inte

rnat

ion

al a

nd

do

mes

tic

traf

fi c. S

om

e o

bjec

tive

mea

sure

s n

ote

d b

elo

w a

pp

ly t

o t

he

term

inal

as

a w

ho

le.

Tabl

e A

13

Obj

ecti

ve m

easu

res

for

the

inte

rnat

iona

l ter

min

al a

t D

arw

in a

irpo

rt

Ind

icat

or

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000

2000–0

12001–0

22002–0

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42004–0

5

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mbe

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t p

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bays

(in

tern

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an

d d

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esti

c)10

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1010

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c)15

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a)

Dar

win

air

po

rt a

dvi

sed

th

at it

has

alw

ays

had

th

ree

aero

brid

ges.

In

th

e p

ast,

it h

as r

epo

rted

sep

arat

ely

for

inte

rnat

ion

al a

nd

do

mes

tic

term

inal

s. D

arw

in a

irp

ort

no

w c

on

sid

ers

it

mo

re a

pp

rop

riat

e to

rep

ort

th

e n

um

ber

of a

ero

brid

ges

base

d o

n a

sin

gle

term

inal

faci

lity

wh

ereb

y m

ost

, if n

ot

all,

faci

litie

s ar

e av

aila

ble

and

use

d fo

r bo

th in

tern

atio

nal

an

d d

om

esti

c se

rvic

es.


Table A14 shows the objective measures for the domestic terminal at Darwin airport for 2002–03 to 2004–05.

Table A14 Objective measures for the domestic terminal at Darwin airport

Indicator 2002–03 2003–04 2004–05

Number of arriving passengers 425 000 475 800 535 700

Number of hours with more than 80 per cent of check-in desks staffed

Airline operated Airline operated Airline operated

Total number of hours any check-in desks are open Airline operated Airline operated Airline operated


Number of seats in gate lounges 397 397 285 to 591(a)

Square metres of lounge area 922 1 053 1 053 to 1 598(a)

Capacity of outbound baggage handling equipment, bags per hour

N/P 1 100 1 100

Number of outbound bags handled Airline operated Airline operated Airline operated

Number of hours outbound baggage system is in use Airline operated Airline operated Airline operated

Capacity of inbound baggage handling equipment, bags per hour

N/P N/P N/P

Number of inbound bags handled Airline operated Airline operated Airline operated

Number of hours inbound baggage system is in use Airline operated Airline operated Airline operated

Number of FID (fl ight information display) screens 20 20 39(b)

Number of information points 17 17 18(b)

Time of average peak hour for arriving passengers 0010–0110 0030–0130 0010–0110

Time of average peak hour for departing passengers 0100–0200 0130–0230 0100–0200

Total number of passengers arriving during average peak hour

470 675 675

Total number of passengers departing during average peak hour

470 675 675

(a) During 2004–05 Darwin airport completed the construction of its ‘swing lounge’, which operates such that during peak domestic periods when there are no international fl ights, the entire terminal facility (including the international area) is opened up for domestic passengers. Therefore, during domestic peak hours, the international seating and lounge area is opened up for domestic use.

(b) Total for the international and domestic terminal.


Table A15 shows the objective measures for car parking at Darwin airport for 2002–03 to 2004–05.

Table A15 Objective measures for car parking at Darwin airport

Short-term car park 2002–03 2003–04 2004–05


Number of short-term parking spaces available to the public 556 556 556

Total annual throughput of short-term car park 220 000 245 300 281 700

Long-term car park(a)

Number of days long-term car park is open 365 365 365

Number of long-term parking spaces available to the public 12 12 12

Total annual throughput of long-term car park N/P N/P N/P

Staff car parking

Number of parking spaces for staff 177 177 177

(a) Refers to the locked compound available for dedicated long-term car parking. Darwin airport advised that long-term car parking is also available in the short-term car park.


Mel

bour

ne a

irpor

tTa

ble

A16

sho

ws

the

obj

ecti

ve m

easu

res

for

the

inte

rnat

ion

al t

erm

inal

at

Mel

bou

rne

airp

ort

for

the

per

iod

be

twee

n 1

997–

98 a

nd

200

4–05

.

Tabl

e A

16

Obj

ecti

ve m

easu

res

for

the

inte

rnat

iona

l ter

min

al a

t M

elbo

urne

air

port

Ind

icat

or

1997–9

81998–9

91999–2

000

2000–0

12001–0

22002–0

32003–0

42004–0

5

Nu

mbe

r o

f air

craf

t p

arki

ng

bays

1414

1514

14

1414

20

Nu

mbe

r o

f aer

obr

idge

s10

1010

10

1010

1111

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mbe

r o

f pas

sen

gers

arr

ivin

g fr

om

inte

rnat

ion

al a

ircr

aft

via

aero

brid

ges

1 73

0 11

81

966

293

2 24

1 63

0

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l nu

mbe

r o

f arr

ivin

g p

asse

nge

rs fr

om

inte

rnat

ion

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7 06

71

969

899

2 26

4 82

6

Nu

mbe

r o

f arr

ivin

g p

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nge

rs1

737

067

1 96

9 89

92

264

826

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f arr

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941

11 2

4313

120

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gers

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ng

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389

1 91

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72

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030

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in in

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atio

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t1

650

341

1 91

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02

143

435

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l nu

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f ch

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7272

7272

(a)

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)72

7272

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0 p

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(b)

2626

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ks

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21

984

2 03

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7 68

67

686


Ind

icat

or

1997–9

81998–9

91999–2

000

2000–0

12001–0

22002–0

32003–0

42004–0

5

Tota

l nu

mbe

r o

f ho

urs

of p

lan

ned

inte

rru

pti

on

to

ou

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un

d

bagg

age

syst

em22

624

432

8

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mbe

r o

f ho

urs

of u

np

lan

ned

inte

rru

pti

on

to

ou

tbo

un

d b

agga

ge

syst

em26

913

517

1

Cap

acit

y o

f in

bou

nd

bag

gage

han

dlin

g sy

stem

, bag

s p

er h

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rN

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720

2 72

02

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2 72

02

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2 72

02

720

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mbe

r o

f ho

urs

inbo

un

d b

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ge h

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em is

in u

seN

/P5

983

5 98

3

Nu

mbe

r o

f pla

nn

ed in

terr

up

tio

ns

to in

bou

nd

bag

gage

sys

tem

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N/A

N/A

Tota

l nu

mbe

r o

f ho

urs

of p

lan

ned

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rru

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on

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age

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/P19

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l nu

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of u

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ned

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rru

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on

to

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un

d

bagg

age

syst

emN

/P9.

38.

8

Nu

mbe

r o

f wo

rkin

g ac

cess

ible

bag

gage

tro

lleys

1 50

01

500

2 35

0

Nu

mbe

r o

f FID

(fl i

ght

info

rmat

ion

dis

pla

y) s

cree

ns

6767

67

Nu

mbe

r o

f in

form

atio

n p

oin

ts1

11

Tim

e o

f ave

rage

pea

k h

ou

r fo

r ar

rivi

ng

pas

sen

gers

0700

074

8–08

4806

53–0

752

Tim

e o

f ave

rage

pea

k h

ou

r fo

r d

epar

tin

g p

asse

nge

rs09

00 1

740–

1840

0917

–101

6

Tota

l nu

mbe

r o

f pas

sen

gers

arr

ivin

g d

uri

ng

aver

age

pea

k h

ou

r98

61

383

1 48

4

Tota

l nu

mbe

r o

f pas

sen

gers

dep

arti

ng

du

rin

g av

erag

e p

eak

ho

ur

1 15

51

277

1 65

5

(a)

Th

is fi

gure

has

bee

n m

ista

ken

ly r

epo

rted

in p

revi

ou

s A

CC

C Q

ua

lity

of

serv

ice—

pric

e m

onit

ored

air

port

s m

onit

orin

g re

port

s as

84,

wh

ich

incl

ud

ed 1

2 se

rvic

e d

esks

. Mel

bou

rne

airp

ort

ad

vise

d t

hat

th

e co

rrec

t fi g

ure

is 7

2.

(b)

Th

is fi

gure

has

bee

n m

ista

ken

ly r

epo

rted

in p

revi

ou

s A

CC

C Q

ua

lity

of

serv

ice—

pric

e m

onit

ored

air

port

s m

onit

orin

g re

port

s as

16.

Mel

bou

rne

airp

ort

ad

vise

d t

hat

th

e co

rrec

t fi g

ure

is 2

6.

(c)

Th

is fi

gure

was

mis

take

nly

rep

ort

ed a

s si

x in

th

e A

CC

C Q

ua

lity

of

serv

ice—

pric

e m

onit

ored

air

port

s m

onit

orin

g re

port

20

02–0

3. M

elbo

urn

e ai

rpo

rt a

dvi

sed

th

at t

he

corr

ect

fi gu

re is

sev

en.

(d)

Th

is fi

gure

was

mis

take

nly

rep

ort

ed a

s si

x in

th

e A

CC

C Q

ua

lity

of

serv

ice—

pric

e m

onit

ored

air

port

s m

onit

orin

g re

port

20

02–0

3. M

elbo

urn

e ai

rpo

rt a

dvi

sed

th

at t

he

corr

ect

fi gu

re is

th

ree.


Table A17 shows the objective measures for the domestic terminal at Melbourne airport for 2002–03 to 2004–05.

Table A17 Objective measures for the domestic terminal at Melbourne airport

Indicator 2002–03 2003–04 2004–05



Number of arriving passengers 1 989 876 2 695 391 3 140 295



Number of seats in gate lounges 853 851 963


Total number of hours of planned interruption to inbound baggage system

20 N/P(a) N/P


5 N/P(a) N/P


Number of FID (fl ight information display) screens 38 38 38

Time of average peak hour for arriving passengers N/P 1712–1812 1859–1958

Time of average peak hour for departing passengers N/P 0743–0843 1904–2003

Total number of passengers arriving during average peak hour N/P 999 1 039

Total number of passengers departing during average peak hour N/P 923 991

(a) Melbourne airport advised that the number of hours of planned and unplanned interruptions to the inbound baggage system was not collected in 2003–04 due to in-line check bag screening works.


Tabl

e A1

8 sh

ow

s th

e o

bjec

tive

mea

sure

s fo

r ca

r p

arki

ng

at M

elbo

urn

e ai

rpo

rt fr

om

199

7–98

to

200

4–05

.

Tabl

e A

18

Obj

ecti

ve m

easu

res

for

car

park

ing

at M

elbo

urne

air

port

Sh

ort

-ter

m c

ar p

ark

ing

1997–9

81998–9

91999–2

000

2000–0

12001–0

22002–0

32003–0

42004–0

5

Nu

mbe

r o

f day

s sh

ort

-ter

m c

ar p

ark

is o

pen

, fi n

anci

al y

ear

365

365

365

365

365

365

365

365

Nu

mbe

r o

f sh

ort

-ter

m p

arki

ng

spac

es a

vaila

ble

to t

he

pu

blic

, 30

Ju

ne

2 72

92

763

2 76

03

100

3 10

03

088

2 52

23

553

Tota

l an

nu

al t

hro

ugh

pu

t o

f sh

ort

-ter

m c

ar p

ark,

fi n

anci

al y

ear

2 47

2 87

52

553

540

2 64

5 52

02

377

610

2 48

1 17

32

667

214

2 71

8 50

7

Lo

ng-

term

car

par

kin

g

Nu

mbe

r o

f day

s lo

ng-

term

car

par

k is

op

en, fi

nan

cial

yea

r36

536

536

536

536

536

536

536

5

Nu

mbe

r o

f lo

ng-

term

par

kin

g sp

aces

ava

ilabl

e to

th

e p

ubl

ic,

30 J

un

e3

439

3 43

94

189

4 78

94

789

4 92

85

623

6 85

9

Tota

l an

nu

al t

hro

ugh

pu

t o

f lo

ng-

term

car

par

k, fi

nan

cial

yea

r24

7 83

526

6 81

530

3 31

532

7 04

034

9 73

741

2 97

341

7 66

7

Sta

ff c

ar p

ark

ing

Nu

mbe

r o

f par

kin

g sp

aces

for

staf

f1

092

1 30

01

300


Pert

h ai

rpor

tTa

ble

A19

sho

ws

the

obj

ecti

ves

mea

sure

s fo

r th

e in

tern

atio

nal

ter

min

al a

t Pe

rth

air

po

rt fo

r th

e p

erio

d b

etw

een

199

7–98

an

d 2

004–

05, w

her

e av

aila

ble.

Tabl

e A

19

Obj

ecti

ve m

easu

res

for

the

inte

rnat

iona

l ter

min

al a

t Pe

rth

airp

ort

Ind

icat

or

1997–9

81998–9

91999–2

000

2000–0

12001–0

22002–0

32003–0

42004–0

5

Nu

mbe

r o

f air

craf

t p

arki

ng

bays

77

7 7

7

79

9

Nu

mbe

r o

f aer

obr

idge

s5

55

5

55

55

Nu

mbe

r o

f pas

sen

gers

arr

ivin

g fr

om

inte

rnat

ion

al a

ircr

aft

via

aero

brid

ges

930

506

896

814

1 00

0 18

4

Tota

l nu

mbe

r o

f arr

ivin

g p

asse

nge

rs fr

om

inte

rnat

ion

al a

ircr

aft

959

883

902

093

1 00

5 87

0

Nu

mbe

r o

f arr

ivin

g p

asse

nge

rs95

9 88

390

2 09

31

005

870

Nu

mbe

r o

f arr

ivin

g in

tern

atio

nal

air

craf

t u

sin

g ae

robr

idge

s5

129

4 67

85

167

Nu

mbe

r o

f pas

sen

gers

dep

arti

ng

in in

tern

atio

nal

air

craf

t vi

a ae

robr

idge

s88

0 66

985

8 93

896

6 04

4

Tota

l nu

mbe

r o

f dep

arti

ng

pas

sen

gers

in in

tern

atio

nal

air

craf

t91

1 76

586

4 44

597

1 39

2

Tota

l nu

mbe

r o

f ch

eck-

in d

esks

2424

24 2

4 24

3030

29

Nu

mbe

r o

f ho

urs

wit

h m

ore

th

an 8

0 p

er c

ent

of c

hec

k-in

des

ks

staf

fed

179

6716

0

Tota

l nu

mbe

r o

f ho

urs

an

y ch

eck-

in d

esks

are

op

en52

097

52 7

4366

708

Nu

mbe

r o

f in

bou

nd

imm

igra

tio

n d

esks

16

1616

16

1616

1818

Nu

mbe

r o

f in

bou

nd

bag

gage

insp

ecti

on

des

ks

2020

20 2

0 20

2828

28

Nu

mbe

r o

f ou

tbo

un

d m

igra

tio

n d

esks

1010

10 1

0 10

1010

10

Nu

mbe

r o

f sec

uri

ty-c

lear

ance

sys

tem

s2

22

3

33(a

)3(a

)4

Nu

mbe

r o

f sea

ts in

gat

e lo

un

ges

435

359

357

355

35

544

544

551

2

Squ

are

met

res

of l

ou

nge

are

a1

921

1 85

03

186

Cap

acit

y o

f ou

tbo

un

d b

agga

ge h

and

ling

syst

em, b

ags

per

ho

ur

5 76

05

760

5 76

05

760

5 76

05

760

5 76

05

760

Nu

mbe

r o

f ou

tbo

un

d b

ags

han

dle

d1

045

623

1 00

5 08

41

214

529

Nu

mbe

r o

f ho

urs

ou

tbo

un

d b

agga

ge s

yste

m is

in u

se8

823

8 82

88

648

Nu

mbe

r o

f pla

nn

ed in

terr

up

tio

ns

to o

utb

ou

nd

bag

gage

sys

tem

N/P

88


Ind

icat

or

1997–9

81998–9

91999–2

000

2000–0

12001–0

22002–0

32003–0

42004–0

5

Tota

l nu

mbe

r o

f ho

urs

of p

lan

ned

inte

rru

pti

on

to

ou

tbo

un

d

bagg

age

syst

emN

/P90

60

Nu

mbe

r o

f un

pla

nn

ed in

terr

up

tio

ns

to o

utb

ou

nd

bag

gage

sys

tem

N/P

23

Nu

mbe

r o

f ho

urs

of u

np

lan

ned

inte

rru

pti

on

to

ou

tbo

un

d b

agga

ge

syst

emN

/P8

30.2

Cap

acit

y o

f in

bou

nd

bag

gage

han

dlin

g sy

stem

, bag

s p

er h

ou

rN

/AN

/A8

640

8 6

40

8 64

08

640

8 64

08

640

Nu

mbe

r o

f in

bou

nd

bag

s h

and

led

N

/PN

/AN

/A

Nu

mbe

r o

f ho

urs

inbo

un

d b

agga

ge h

and

ling

syst

em is

in u

seN

/P1

956

3 09

8

Nu

mbe

r o

f pla

nn

ed in

terr

up

tio

ns

to in

bou

nd

bag

gage

sys

tem

N/P

124

Tota

l nu

mbe

r o

f ho

urs

of p

lan

ned

inte

rru

pti

on

to

inbo

un

d

bagg

age

syst

emN

/P66

22

Nu

mbe

r o

f un

pla

nn

ed in

terr

up

tio

ns

to in

bou

nd

bag

gage

sys

tem

N/P

10

Tota

l nu

mbe

r o

f ho

urs

of u

np

lan

ned

inte

rru

pti

on

to

inbo

un

d

bagg

age

syst

emN

/P24

0

Nu

mbe

r o

f wo

rkin

g ac

cess

ible

bag

gage

tro

lleys

700

750

650

Nu

mbe

r o

f FID

(fl i

ght

info

rmat

ion

dis

pla

y) s

cree

ns

5858

74

Nu

mbe

r o

f in

form

atio

n p

oin

ts1

11

Tim

e o

f ave

rage

pea

k h

ou

r fo

r ar

rivi

ng

pas

sen

gers

1500

–160

014

00–1

500

1400

–1

459

Tim

e o

f ave

rage

pea

k h

ou

r fo

r d

epar

tin

g p

asse

nge

rs07

00–0

800

1500

–160

016

00

–165

9

Tota

l nu

mbe

r o

f pas

sen

gers

arr

ivin

g d

uri

ng

aver

age

pea

k h

ou

r70

878

295

6

Tota

l nu

mbe

r o

f pas

sen

gers

dep

arti

ng

du

rin

g av

erag

e p

eak

ho

ur

794

790

972

(a)

Pert

h a

irp

ort

ad

vise

d t

he

ACC

C t

hat

it in

corr

ectl

y re

po

rted

th

e n

um

ber

of s

ecu

rity

-cle

aran

ce s

yste

ms

in t

he

inte

rnat

ion

al

term

inal

in 2

002–

03 a

nd

200

3–04

as

bein

g tw

o. T

his

has

no

w b

een

co

rrec

ted

to

th

ree.


Table A20 shows the objective measures for the domestic terminal at Perth airport for the years 2003–04 and 2004–05.

Table A20 Objective measures for the domestic terminal at Perth airport

Indicator 2003–04 2004–05

Number of aircraft parking bays 7 15

Number of aerobridges 2 2

Number of arriving passengers 587 417(a) 658 513

Total number of check-in desks 16 16

Number of hours with more than 80 per cent of check-in desks staffed 183 24

Total number of hours any check-in desks are open 10 669 36 179

Number of security-clearance systems 1 3

Number of seats in gate lounges 510 431

Square metres of lounge area 1 877 2 900

Capacity of outbound baggage handling system, bags per hour 4 230 4 230

Number of outbound bags handled 772 950 782 533

Number of hours outbound baggage system is in use 6 752 6 752

Number of planned interruptions to outbound baggage system 4 4

Total number of hours of planned interruption to outbound baggage system 60 30

Number of unplanned interruptions to outbound baggage system 20 6

Number of hours of unplanned interruption to outbound baggage system, including extra hours where interruptions longer than planned

70 30

Capacity of inbound baggage handling system, bags per hour 4 013 4 013

Number of inbound bags handled 753 942 575 235

Number of hours inbound baggage handling system is in use 1 449 1 882

Number of planned interruptions to inbound baggage system 4 4

Total number of hours of planned interruption to inbound baggage system 60 22

Number of unplanned interruptions to inbound baggage system 2 4


55 60

Number of working accessible baggage trolleys 300 385

Number of FID (fl ight information display) screens 16 24

Number of information points 1 1

Time of average peak hour for arriving passengers 1400–1500 2200–2259

Time of average peak hour for departing passengers 1400–1500 2300–2359

Total number of passengers arriving during average peak hour 414 714

Total number of passengers departing during average peak hour 366 608

(a) Perth airport advised the ACCC that it incorrectly reported the number of arriving passengers in 2003–04 as being 1 182 492. This has now been corrected to 587 417.


Table A21 shows the objective measures for car parking at Perth airport for 2002–03 to 2004–05.

Table A21 Objective measures for car parking at Perth airport



Number of short-term parking spaces available to the public, 30 June 1 077 1 077 1 077

Total annual throughput of short-term car park, fi nancial year 685 316 640 673 679 657



Number of short-term parking spaces available to the public, 30 June 1 030 1 195 1 645

Total annual throughput of short-term car park, fi nancial year 916 494 1 002 611 949 879

Staff car parking

Number of car parking spaces for staff 927 931


Sydn

ey a

irpor

t Ta

ble

A22

sho

ws

the

obj

ecti

ve m

easu

res

rep

ort

ed fo

r th

e in

tern

atio

nal

ter

min

al a

t Sy

dn

ey a

irp

ort

for

1998

–99

to

200

4–05

wh

ere

avai

labl

e.

Tabl

e A

22

Obj

ecti

ve m

easu

res

for

the

inte

rnat

iona

l ter

min

al a

t Sy

dney

air

port

Ind

icat

or

1998–9

91999–2

000

2000–0

12001–0

22002–0

32003–0

42004–0

5

Nu

mbe

r o

f air

craf

t p

arki

ng

bays

2439

40

39

3939

39

Nu

mbe

r o

f aer

obr

idge

s8

27

27

2732

2727

Nu

mbe

r o

f pas

sen

gers

arr

ivin

g fr

om

inte

rnat

ion

al a

ircr

aft

via

aero

brid

ges

4 17

7 48

74

380

135

5 53

5 04

5

Tota

l nu

mbe

r o

f arr

ivin

g p

asse

nge

rs fr

om

inte

rnat

ion

al a

ircr

aft

4 24

1 10

44

446

838

5 55

9 92

1

Nu

mbe

r o

f arr

ivin

g p

asse

nge

rs4

241

104

4 44

6 83

85

559

921

Nu

mbe

r o

f arr

ivin

g in

tern

atio

nal

air

craf

t u

sin

g ae

robr

idge

s22

481

24 4

0226

859

Nu

mbe

r o

f pas

sen

gers

dep

arti

ng

in in

tern

atio

nal

air

craf

t vi

a ae

robr

idge

s3

934

138

4 45

8 05

45

346

987

Tota

l nu

mbe

r o

f dep

arti

ng

pas

sen

gers

in in

tern

atio

nal

air

craf

t3

994

049

4 52

5 94

35

367

150

Tota

l nu

mbe

r o

f ch

eck-

in d

esks

130

192

21

4 21

419

419

419

2

Nu

mbe

r o

f ho

urs

wit

h m

ore

th

an 8

0 p

er c

ent

of c

hec

k-in

des

ks s

taff

ed0

N/P

0

Tota

l nu

mbe

r o

f ho

urs

an

y ch

eck-

in d

esks

are

op

en50

7 48

058

9 64

946

4 03

8

Nu

mbe

r o

f in

bou

nd

imm

igra

tio

n d

esks

62

62

62

6262

6264

Nu

mbe

r o

f in

bou

nd

bag

gage

insp

ecti

on

des

ks

3545

62

11

487

2646

Nu

mbe

r o

f ou

tbo

un

d m

igra

tio

n d

esks

5454

54

54

5454

54

Nu

mbe

r o

f sec

uri

ty-c

lear

ance

sys

tem

s7

11

12

1220

2017

Nu

mbe

r o

f sea

ts in

gat

e lo

un

ges

2 16

73

196

4 1

09

4 10

94

109

4 10

94

109

Squ

are

met

res

of l

ou

nge

are

a6

335

6 33

56

335

Cap

acit

y o

f ou

tbo

un

d b

agga

ge h

and

ling

syst

em, b

ags

per

ho

ur

4 94

06

270

6 2

70

6 27

06

270

6 27

06

270

Nu

mbe

r o

f ou

tbo

un

d b

ags

han

dle

d5

224

192

5 81

8 74

46

032

949

Nu

mbe

r o

f ho

urs

ou

tbo

un

d b

agga

ge s

yste

m is

in u

se6

570

6 58

86

570

Nu

mbe

r o

f pla

nn

ed in

terr

up

tio

ns

to o

utb

ou

nd

bag

gage

sys

tem

00

0

Tota

l nu

mbe

r o

f ho

urs

of p

lan

ned

inte

rru

pti

on

to

ou

tbo

un

d b

agga

ge s

yste

m0

00


Ind

icat

or

1998–9

91999–2

000

2000–0

12001–0

22002–0

32003–0

42004–0

5

Nu

mbe

r o

f un

pla

nn

ed in

terr

up

tio

ns

to o

utb

ou

nd

bag

gage

sys

tem

6334

37

Nu

mbe

r o

f ho

urs

of u

np

lan

ned

inte

rru

pti

on

to

ou

tbo

un

d b

agga

ge s

yste

m52

104

97

Cap

acit

y o

f in

bou

nd

bag

gage

han

dlin

g sy

stem

, bag

s p

er h

ou

r7

350

11 3

25 1

1 32

5 11

325

11 3

4011

340

11 3

40

Nu

mbe

r o

f in

bou

nd

bag

s h

and

led

5

215

366

4 47

1 54

64

630

269

Nu

mbe

r o

f ho

urs

inbo

un

d b

agga

ge h

and

ling

syst

em is

in u

se6

570

6 58

86

570

Nu

mbe

r o

f pla

nn

ed in

terr

up

tio

ns

to in

bou

nd

bag

gage

sys

tem

00

0

Tota

l nu

mbe

r o

f ho

urs

of p

lan

ned

inte

rru

pti

on

to

inbo

un

d b

agga

ge s

yste

m0

00

Nu

mbe

r o

f un

pla

nn

ed in

terr

up

tio

ns

to in

bou

nd

bag

gage

sys

tem

1023

4

Tota

l nu

mbe

r o

f ho

urs

of u

np

lan

ned

inte

rru

pti

on

to

inbo

un

d b

agga

ge s

yste

m8

6951

Nu

mbe

r o

f wo

rkin

g ac

cess

ible

bag

gage

tro

lleys

3 98

03

400

4 72

5

Nu

mbe

r o

f FID

(fl i

ght

info

rmat

ion

dis

pla

y) s

cree

ns

1 05

01

050

870

Nu

mbe

r o

f in

form

atio

n p

oin

ts4

45

Tim

e o

f ave

rage

pea

k h

ou

r fo

r ar

rivi

ng

pas

sen

gers

0800

–090

007

0006

00

Tim

e o

f ave

rage

pea

k h

ou

r fo

r d

epar

tin

g p

asse

nge

rs09

00–1

000

0900

0900

Tota

l nu

mbe

r o

f pas

sen

gers

arr

ivin

g d

uri

ng

aver

age

pea

k h

ou

r2

432

2 15

42

750

Tota

l nu

mbe

r o

f pas

sen

gers

dep

arti

ng

du

rin

g av

erag

e p

eak

ho

ur

1 59

71

458

1 65

1


Table A23 shows the objective measures for the domestic terminal which Sydney airport operates for 2002–03 to 2004–05.

Table A23 Objective measures for the domestic terminal at Sydney airport

Indicator 2002–03 2003–04 2004–05



Number of arriving passengers 7 974 100 8 727 230 9 329 539


Number of hours with more than 80 per cent of check-in desks staffed N/A N/P 6 207

Total number of hours any check-in desks are open N/A 240 597 244 289


Number of seats in gate lounges 1 630 1 630 1 630


Capacity of outbound baggage handling system, bags per hour 3 500 3 500 3 500

Number of outbound bags handled 1 391 101 3 276 885 3 470 462


Number of planned interruptions to outbound baggage system N/A N/A 0

Total number of hours of planned interruption to outbound baggage system N/A N/A 0


Number of hours of unplanned interruption to outbound baggage system 23 15 29.5

Capacity of inbound baggage handling system, bags per hour 3 533 3 533 3 533

Number of inbound bags handled 1 380 000 1 183 183 3 470 462

Number of hours inbound baggage handling system is in use 4 794 6 588 6 570

Number of planned interruptions to inbound baggage system N/P N/P 0

Total number of hours of planned interruption to inbound baggage system N/P N/P 0


Total number of hours of unplanned interruption to inbound baggage system

6 3 0.1


Number of FID (fl ight information display) screens 450 450 430

Number of information points N/P N/P 1

Time of average peak hour for arriving passengers 1800 1800 1800

Time of average peak hour for departing passengers 0800 0800 0800

Total number of passengers arriving during average peak hour N/P 1 038 N/P

Total number of passengers departing during average peak hour N/P 1 038 N/P


Tabl

e A2

4 sh

ow

s th

e o

bjec

tive

mea

sure

s fo

r ca

r p

arki

ng

at S

ydn

ey a

irp

ort

for

1998

–99

to 2

004–

05.

Tabl

e A

24

Obj

ecti

ve m

easu

res

for

car

park

ing

at S

ydne

y ai

rpor

t

Sh

ort

-ter

m c

ar p

ark

ing—

inte

rnat

ion

al t

erm

inal

1998–9

91999–2

000

2000–0

12001–0

22002–0

32003–0

42004–0

5

Nu

mbe

r o

f day

s sh

ort

-ter

m c

ar p

ark

is o

pen

365

365

365

365

365

365

365

Nu

mbe

r o

f sh

ort

-ter

m p

arki

ng

spac

es a

vaila

ble

to t

he

pu

blic

(a)

4 12

74

539

4 93

55

039

2 00

01

700

1 56

0

Tota

l an

nu

al t

hro

ugh

pu

t o

f sh

ort

-ter

m c

ar p

ark(b

)1

838

112

2 88

3 86

52

804

809

1 80

3 88

31

477

661

1 60

3 26

31

659

294

Sh

ort

-ter

m c

ar p

ark

—d

om

esti

c te

rmin

al

Nu

mbe

r o

f day

s sh

ort

-ter

m c

ar p

ark

is o

pen

365

365

365

Nu

mbe

r o

f sh

ort

-ter

m p

arki

ng

spac

es a

vaila

ble

to t

he

pu

blic

2 67

82

700

3 04

5

Tota

l an

nu

al t

hro

ugh

pu

t o

f sh

ort

-ter

m c

ar p

ark

1 09

3 74

51

123

178

1 16

4 73

1

Lo

ng-

term

car

par

k

Nu

mbe

r o

f day

s lo

ng-

term

car

par

k is

op

en36

536

536

536

536

536

536

5

Nu

mbe

r o

f lo

ng-

term

par

kin

g sp

aces

ava

ilabl

e to

th

e p

ubl

ic1

320

1 86

72

692

2 69

22

688

2 68

84

361

Tota

l an

nu

al t

hro

ugh

pu

t o

f lo

ng-

term

car

par

k59

564

70 4

4581

046

80 5

8290

278

142

264

169

410

Sta

ff c

ar p

ark

Nu

mbe

r o

f par

kin

g sp

aces

for

staf

f1

698

1 48

51

202

(a)

Fo

r 19

98–9

9 to

200

1–02

, th

e n

um

ber

of s

ho

rt-t

erm

par

kin

g sp

aces

rel

ates

to

a t

ota

l fi g

ure

for

the

inte

rnat

ion

al a

nd

do

mes

tic

term

inal

.

(b)

Fo

r 19

98–9

9 to

200

1–02

, th

e an

nu

al t

hro

ugh

pu

t o

f sh

ort

-ter

m c

ar p

arki

ng

refe

rs t

o a

to

tal fi

gu

re fo

r th

e in

tern

atio

nal

an

d

do

mes

tic

term

inal

.

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