Customer charter

The Sydney Airport Customer Charter outlines our commitment to providing the highest standards of customer service and a world-class customer experience.

Our goal is to ensure customers have a seamless and enjoyable journey through Sydney Airport. To achieve this we promise to strive to:

Customer experience

Deliver a safe, easy and efficient airport experience for all customers through superior customer service, operational efficiency and innovation.

Our environment

Ensure our customers experience the highest levels of safety and security in a clean, easy to navigate and environmentally sustainable facility.

The airport community

Proactively acknowledge, welcome and offer assistance to customers by providing a team of approachable, friendly and efficient staff and volunteers who are proud to be part of the airport community.

Customer value and choice

Provide our customers with choice and value by offering a wide range of quality products and services.

Information technology

Ensure our customers have convenient access to and enjoy a more informed journey through the use of technology.

Customer communication

Keep our customers informed through multiple channels. Listen and ensure a timely response to all customer queries and feedback.

Our airport community follow Service Standards which provide practical examples of how to ensure customers enjoy a great airport experience.

We welcome feedback on your airport experience.