Delivering great customer service is at the heart of Brisbane Airport’s guest promise.
We are proud to have been globally recognised for our service delivery, taking out the titles from Skytrax World Airport Awards, including:
- Best Airport in Australia / Pacific in 2016 and 2017
- Best Airport Staff in Australia / Pacific 2017
- Find a full list of our awards here.
To make the customer journey through the airport as comfortable as possible, we have the following services in place:
Brisbane Airport collects customer feedback to enhance the passenger experience, by improving our services and facilities. We actively share the respective feedback with our partners including airlines, government agencies, and lessees so that they can improve the Brisbane Airport experience from within their control.
There are over 170 volunteer Airport Ambassadors working across both terminals. Their goal is to assist passengers in their journey through the airport. Between them, they speak 12 different languages and vary in age from 20-90.
Visitor Information Centre
Brisbane Airport operates accredited Visitor Information Centres in both terminals to answer any questions visitors have about their airport experience. The Visitor Information Centres can also assist guests book hotels, tours and accommodation in south-east Queensland.
Brisbane Airport participates in the global benchmarking program for passenger satisfaction while travelling through an airport. We use these results to improve on our performance and reflect consumer demands. Monthly surveys are also undertaken at random, revealing that Brisbane Airport consistently ranks at the highest level.
Brisbane Airport uses Dr. Voxx technology to collect real-time feedback from guests via screens across the International and Domestic Terminals. The interactive touch screens capture customer feedback through a rating system so travellers can have their say and share their thoughts, and we can respond in real time.
Brisbane Airport is proud to be a fully accessible airport. We were the first airport in Australia to install a Changing Places facility, which is a bathroom for people with profound disabilities with extra space for a career to assist them through their airport journey. A research project conducted by Queensland University of Technology also recognised Brisbane Airport as the first airport in Australia to be recognised as an approved Dementia Friendly Organisation.
For a full list of our customer service offering, click here.