5

Planning and
Development
Approach

ADELAIDE AIRPORT / MASTER PLAN 2019 71

5.1. Airport Vision 5.2. Development Approach

Key focus areas for the development and execution of

AAL’s vision is “to be a top-tier airport this Master Plan include: delivering a great customer
business in Asia Pacific, recognised experience; striving for innovative solutions; and
for delivering exceptional outcomes achieving sustainable outcomes. These underpin the
to its customers, partners, shareholders day-to-day operations of the airport and what AAL
and community”. strives towards.

5.2.1. Customer Experience

To realise this vision, AAL will consistently: AAL recognises that customer service is more
than infrastructure, efficiency, cleanliness, people,
• Nurture strong relationships with stakeholders
ambience and retail. It encompasses the entire airport
• Offer a great customer experience experience. This is evident in AAL’s Customer Service
• Develop the expertise of its talented team Charter that is shown in Figure 5-1.
• Deliver high quality facilities and services Airport customers – which include travellers, meet
that are regarded as best in class, safe, secure and greeters, business partners, stakeholders and
and sustainable employees – have unique demographics, needs, wants
• Strive for innovative solutions and and expectations. In recognition of this, AAL has
continuous improvement established a Promoting Airport Customer Excellence
• Partner responsibly with the community Working Group that includes representatives across
the entire airport community.
Recent customer service initiatives at Adelaide
Airport include:
• Obtaining certification from the Customer Service
Institute of Australia
• Adelaide Airport’s Ambassador Program, which
has been operating for 13 years, was extended
in November 2016 to include Mandarin-speaking
volunteers who provide assistance and information
to Chinese and other passengers in the international
departures and arrivals areas
• Accessibility improvements for mobility-impaired
customers
• Terminal events including live music performances
and Adelaide Fringe exhibitions
• Daily parking customer survey
The customer journey starts before arriving at the
airport and includes the experience from entering
the Airport Business District all the way to boarding
the aircraft. Opportunities to enhance the airport’s
customer experience are considered at all stages of
planning, design and operations. AAL has established
service policies, protocols and guidelines for service
delivery to make the whole experience seamless,
connected and consistent. The key areas for
prioritising customer initiatives and company-wide
projects are shown in Figure 5-2.
For more than 10 years, Adelaide Airport has
participated in the Airport Council International’s
passenger satisfaction benchmarking programme,
Airport Service Quality (ASQ). ASQ enhances AAL’s
understanding of passengers’ needs, priorities and
expectations. The monthly survey results allow AAL
to monitor performance over time, which assists in
prioritising improvements to customer services and

72 ADELAIDE AIRPORT / MASTER PLAN 2019

 Our Customer
Service Charter
Your experience made easy
• We will provide services and facilities that are Top Tier
within Asia Pacific.
• We aim to entertain, delight and exceed your expectations.
• We will provide efficient, friendly and helpful services.
• We will make your experience as safe, seamless
and comfortable as possible.
• We will assist you with the rules and regulations that C5

affect us.

We are listening
• We welcome your feedback.
• We will continue to find better and more responsive ways
to communicate with you.

Figure 5-1: Adelaide Airport Customer Service Charter

facilities. The global nature of the survey also AAL recognises that Customer Experience is not just
permits benchmarking of performance against local about the passengers. AAL also strives to ensure
and international peers. that businesses and their visitors have an exceptional
experience through efficient land use planning, design
Since commencing the programme, Adelaide Airport
and delivery of commercial developments.
has consistently rated in the top three places among
all Australian and New Zealand airports for overall Adelaide Airport participates in a global airport
customer satisfaction. benchmarking passenger survey program - Airport
Service Quality (ASQ). We also welcome customer
AAL regularly releases the quality of service report
feedback and are always happy to hear your thoughts
on the AAL website. The results of a recent report are
on your experience at Adelaide Airport. An overview
shown in Figure 5-3. Customer feedback (through
of our recent survey and feedback results can be
ASQ and other forms) also informs upgrade and
seen on the next page.
development planning.

ADELAIDE AIRPORT / MASTER PLAN 2019 73

Customer Experience Journey

Amenities

Quarantine Health Check Customs Immigration Primary Line

Direct Exit / Quarantine

Arrivals ( Level 1) Baggage Check / Customs
Concourse Collection
Ground Floor

Deplane via
Aerobridge or Duty Free
tarmac
Border Marshals
é International
ê Domestic Baggage Collection
Transit to Ground
Deplane via
Arrivals Concourse Retail Floor or Linkbridge
Aerobridge or tarmac
direct to Car Park

Gate Lounge Passback

Amenities

Transition to Level 2
Website/ Online parking Departures Concourse and Info Services

Concourse
Kerbside
Check-In Retail

Plaza Transition Facilities

Entry & Street access

Security Screening

Figure 5-2: Customer Experience Journey

74 ADELAIDE AIRPORT / MASTER PLAN 2019

 Arrivals

Ground Floor Concourse

Amenities

Plaza Transition

Exiting Airport

C5
Kerbside

Information Services

Departures

International Security

Duty Free / International Retail

Boarding via Aerobridge

Gate Lounge

Customs Outbound
é International
ê Domestic
Airline Lounge
Boarding via Aerobridge / tarmac

Gate Lounge

ADELAIDE AIRPORT / MASTER PLAN 2019 75

Sample Quality of Survey Results

Airport Service Quality (ASQ) Custo

From the
Top 5 Key Drivers of Passenger Satisfaction through th
(Rank of Most important)

4.23 Waiting time in check-in

2,2
1 Oct 2018
Overall Satisfaction
Score out of 5 Ease of finding your way We rece
2
Com
Feeling of being safe and secure
How we have performed over time
3
Com
5
Waiting time at security
4.26
4 Enqu
4.22 4.23 4.20 4.23
4.17 4.15 4.18

Cleanliness of washrooms
5 Sugg
4

What we are working on right now Average

To view o
3 handling
Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018 Q2 2018 Q3 2018 Q4 2018
Terminal expansion project
* ASQ uses a 1 to 5 point scoring system.
1 = Poor 5 = Excellent

New taxi drop off area

Our Performance in comparison to our peers •E
airpo

Security screening point

5
4.23
improvements
4

3
Plaza safety improvements
2

• Secu
1 Regional arrivals canopy
0
ADL

* ASQ uses a 1 to 5 point scoring system.

1 = Poor 5 = Excellent

Figure 5-3: Quality of Service Report

76 ADELAIDE AIRPORT / MASTER PLAN 2019

 Quality of Service Report
Oct - Dec 2018

Customer Feedback Social Media

10K
From the total number of passengers
ction through the terminal

2,222,130 Followers
reached

Active conversations with our customers

Oct 2018 – Dec 2018

cure
We received 188 items of customer feedback

Complaints
199
Compliments

36,909
C5

Enquiries
Facebook
Check-in Oct 2018 - Dec 2018
Suggestions

Average time to close out feedback: 13.8 days

To view our customer feedback and complaint “Great Airport with easy access to
handling process, please click here. get in and out of 5 Stars!”
ject
“Friendly staff and volunteer
Ambassadors”

• Excellent customer service from

airport staff & volunteer Ambassadors
• Terminal cleanliness
nt
• Solar panel installation on
Terminal car park roof
“Really disappointing food
options”
ents • Ground transport “Improve the drop off and pick,
drop off/ pick up area
including for taxis”
• Security procedures at screening point
py • Comfort of seating areas

ADELAIDE AIRPORT / MASTER PLAN 2019 77

5.2.2. Innovation
Technologies and other innovations will improve The Adelaide Airport of
customer experience, optimise operations and
reduce disruptions. Technologies that are already tomorrow will feature
being implemented at Adelaide Airport include the
progressive upgrade from conventional check-in new technologies and
processes that make the
counters to self-service check-in and bag drop,
use of permanent bag tags to replace paper bag tags,
and SmartGate automated self-service border
control services. customer experience
The development and implementation of this Master faster, easier and more
Plan is not just about building infrastructure, but also
about thinking innovatively to deliver solutions that intuitive.
are right for AAL customers, inclusive of passengers,
tenants, airlines and commercial businesses located
at the airport.
Technologies that may be considered in the
future include:
• Use of smart phones to guide passengers through
the entire travel journey, from when they leave home
to when they are at the airport
• Permanent bag tags embedded in passenger
luggage that facilitate:
– Decentralised bag drop, such as a drive-through
at the airport or at hotels or in the city, to allow
passengers to arrive at the terminal with bags
already checked-in and unencumbered
by luggage
– Bag factory, allowing luggage to be checked-in
at any time and screened and stored until ready
for loading on aircraft
• Combined security and emigration walk-through
screening that applies biometric technology
• Self-boarding or boarding by autonomous shuttles
for aircraft departures
• Baggage on-demand, which provides smart phone
notification when bags are ready for collection and
allows bags to be delivered direct to the customer
within the terminal or to the customer’s destination
(e.g. house or hotel)
• Autonomous vehicles within and around the Airport
Business District
Innovation is not just centred on passenger
processing; this approach is also applied to AAL’s
commercial endeavours. AAL continues to work with
current and potential tenants to integrate innovative
developments across the Airport Business District.
This has been showcased with the state-of-the-art
pathology laboratory which has recently opened in
Burbridge Business Park and the new AFL Max facility
which is the first of its kind in Australia and will use
leading edge technology to help train
young footballers.

78 ADELAIDE AIRPORT / MASTER PLAN 2019

 5.3. Development
Objectives

5.2.3. Sustainability Taking into account AAL’s vision for the airport and key
development focus areas, the following development
AAL is a sector leader in global airport sustainability objectives underpin the overall development plans in
and is committed to sustainable business practices this Master Plan. These objectives also guide specific
to ensure a healthy and safe environment for its future investments in facilities and infrastructure
employees, passenger and airline customers, across the Airport Business District.
and the community.
AAL’s ongoing work in the core areas of environment,
social and governance has been recognised through
Adelaide Airport being ranked number one in the
Global Real Estate Sustainability Benchmark (GRESB) Contribute to Adelaide
for participating airports in 2017 and 2018, establishing and South Australia’s
itself as a leader in sustainability both within Australia economic growth
and internationally.
In December 2018, AAL signed a $50 million seven-
year Sustainability Performance Linked Loan with ANZ
– the first of its kind in Australia – that incentivises a Work closely with
borrower to further improve its performance against a airlines, government,
set of environmental, social and governance criteria. and the community
Receiving recognition as a sustainability leader C5
in its sector reflects AAL’s success in operating a
sustainable business that is responsible and trusted
by all stakeholders, including the community, its
customers and shareholders. Embed sustainability in
all that we do
AAL has adopted the principles and concepts of
the International Integrated Reporting Framework.
This framework seeks to bring greater cohesion
and efficiency to the reporting process through an
‘integrated thinking’ approach and focuses on creating
value over time. As part of this, in 2018 AAL completed Prioritise customer
an inaugural materiality assessment based on experience
guidance provided by the Global Reporting Initiative
standards. This assessment not only gauged how
stakeholders view AAL in terms of environment, social
and governance elements, feedback also helped
identify potential risks and opportunities including
emerging issues that could impact AAL’s business Protect the safety and
success and stakeholder relationships in the future. security of assets and
people
AAL’s Sustainability Policy and Corporate
Sustainability Strategy is the foundation for AAL’s
sustainability journey. Together, they provide a
documented commitment to sustainability that is core
to business planning, developments and operations. Deliver innovative
Further information on AAL’s approach to sustainability solutions for all airport
is provided on the Adelaide Airport website users
www.adelaideairport.com.au

Deliver infrastructure to
support operations and
the commercial viability
of the airport

Figure 5-4: Development Objectives

ADELAIDE AIRPORT / MASTER PLAN 2019 79

5.4. Consultation
and Engagement

5.4.1. Introduction 5.4.2. Stakeholder Consultation

The successful operation and development of Adelaide AAL’s approach to consultation is focused on
Airport depends on the continued engagement with a creating robust, transparent and collaborative
wide range of stakeholders who are impacted by, and/ communications. AAL uses creative, innovative
or who impact, the airport. and engaging communication techniques to interact
with the community.
In 2012, the Commonwealth Government released
its Airport Development Consultation Guidelines. Adelaide Airport continues to engage with local
The Guidelines state that an effective consultation communities surrounding the airport through a range
program is one that ensures that a proposal has been of committees and forums.
fully explored, concerns identified, and alternatives
Ongoing consultation enables AAL to engage with
considered. However, this may not necessarily mean
Commonwealth, State and Local Government
that all interested parties will be satisfied with
authorities, aviation operators, airport tenants and the
the outcome.
community through a range of forums. This currently
Consistent with the Guidelines, AAL undertakes includes the following:
a range of ongoing consultation and education
mechanisms to: 5.4.2.1. Adelaide Airport Planning
• Inform stakeholders and the community about Coordination Forum
on-airport land use, planning and developments The Planning Coordination Forum (PCF) fosters
• Seek input on alternative approaches and options high level strategic discussions between AAL and
• Provide information about what AAL has done, Commonwealth, State and Local Government
is doing, and plans to do representatives to improve the coordination of
planning for the Airport Business District and
• Meet legal and regulatory obligations surrounding areas.
• Provide stakeholders with the opportunity
to influence the views of key decision makers 5.4.2.2. Adelaide Airport Consultative
Committee
The Adelaide Airport Consultative Committee (AACC)
which includes local community representatives and
AAL is committed to key government and regulatory stakeholders is a
forum where issues relating to the operation of the
ongoing and collaborative airport and potential effects on the local community
can be raised. This includes topics such as aircraft
engagement with noise, car parking, traffic access, environment and
sustainability, bike-path access and commercial
the community and developments. The outcome of these community
discussions informs the development of the Master
stakeholders in relation Plan and associated Environment Strategy.

to the planning, 5.4.2.3. Adelaide Airport Technical

Working Group
development and The Adelaide Airport Technical Working Group
operations of Adelaide (AATWG) is a sub-committee of the AACC that
provides a forum for AAL, Airservices and other key
Airport. Stakeholder and stakeholders to evaluate:

community input is an • Operationally required changes

• Environmental impacts of aircraft operations
important part of the • The impacts of proposed major developments on
air traffic control
Master Plan process. • Opportunities to improve aircraft noise outcomes
for the community

80 ADELAIDE AIRPORT / MASTER PLAN 2019

5.4.3. Master Plan Consultation In accordance with the Airports Act, prior to the
Master Plan being advertised for public comment, AAL
This Master Plan has been developed in consultation advised the following persons of its intention to give
with a wide range of stakeholders. Throughout this the Commonwealth Minister a Draft Master Plan:
process, AAL has considered the feedback received
and, where possible, sought to address the concerns • The Minister of the State in which the airport is
and issues raised. situated with responsibility for town planning or use
of land
5.4.3.1. Development of the Master Plan • The authority of that State with responsibility for
AAL has undertaken extensive consultation for the town planning or use of land
preparation of this Master Plan. This has included: • Each Local Government body with responsibility for
an area surrounding the airport
• The regular PCF and AACC meetings which
have provided extensive feedback on airport To support the release of the Preliminary Draft Master
planning considerations Plan for public comment, AAL undertook the following
• Stakeholder workshops to explore the planning activities:
elements detailed in the Master Plan • Face-to-face engagement activities
• Briefings which have been conducted with • Digital engagement through social media
relevant State Government agencies, Local • Information on the airport’s website
Government, aviation industry stakeholders
and consultation groups • Provision of supporting information covering
key matters such as aircraft-noise management, C5
• Release of an exposure draft version of the safeguarding airport operations, land use and
Master Plan to key stakeholders including the commercial development, and the environment
State Department of Planning, Transport and
Infrastructure, Commonwealth Department of • Briefings to key stakeholders and community
Infrastructure, Transport, Regional Development groups
and Communications, Department of Agriculture, • Availability of copies of Master Plan 2019 (hard
Water and the Environment, Airservices, CASA and copies and electronic)
airlines

5.4.3.2. Release of the Preliminary Draft 5.4.3.3. Submission of the Draft

Master Plan for Public Comment Master Plan to the
Commonwealth Minister
As required by Section 79 of the Airports Act, the
Preliminary Draft Master Plan was made available As required by the Airports Act, the submission of the
for public comment for a period of 60 business days. Draft Master Plan to the Commonwealth Minister was
Access to the Preliminary Draft Master Plan for public accompanied by the following materials:
comment was advised and provided through: • A copy of each written comment received during
• Publishing a newspaper notice inviting members of the public-comment period
the public to provide written comments • A written certificate signed on behalf of AAL,
• Making copies available for inspection and containing:
purchase at Adelaide Airport – A list of names of the people or organisations
• Providing an electronic copy for viewing and that provided written comments to the
download on the Adelaide Airport website, Preliminary Draft Master Plan
www.adelaideairport.com.au/masterplan – A summary of the comments received
• Making copies available for inspection at – Evidence that AAL has given due regard
surrounding Local Governments to those comments

ADELAIDE AIRPORT / MASTER PLAN 2019 81

5.4.3.4. Publication of the
Final Master Plan
In accordance with Section 86 of the Airports
Act, following approval of the Master Plan by the
Commonwealth Minister, AAL has:
• Published a newspaper notice advising that the
Adelaide Airport Master Plan 2019 has been
approved
• Made copies of the Master Plan 2019 available for
inspection and purchase at Adelaide Airport
• Provided an electronic copy of the approved Master
Plan for viewing and download on the Adelaide
Airport website,
www.adelaideairport.com.au/masterplan

82 ADELAIDE AIRPORT / MASTER PLAN 2019