• About Mackay Airport
  • Mackay Airport Profile
  • Airport History
  • Conditions of Use
    1. About these Standard Conditions and Mackay Airport
    2. Our Service Charter and Service Performance
    3. Your use of Mackay Airport
    4. Information you must give us
    5. Parking and aircraft removal
    6. Mackay Airport Allocation Rules
    7. Mackay Airport security
    8. Insurance
    9. Interruptions to Airport Services
    10. Aviation Charges
    11. Things that can change Aviation Charges
    12. Government Mandated Costs and Government Mandated Charges
    13. Payment of Aviation Charges and Government Mandated Charges
    14. Credit accounts for Aviation Charges and Government Mandated Charges
    15. Indemnities and release
    16. Statistical information
    17. Acts and regulations
    18. GST (Goods and Services Tax)
    19. Privacy and data protection
    20. Confidential Information
    21. Dispute resolution
    22. Notices
    23. Definitions

Mackay Airport Conditions of Use

2 Our Service Charter and Service Performance

2.1 Our service philosophy

Our major business goal is to develop a prosperous Airport business environment for all of Mackay Airport's stakeholders. To achieve this we embrace a partnership approach in any dealings we undertake with a clear commitment towards having "Win-Win" outcomes for all parties concerned.

2.2 Our commitment to you and others using Mackay Airport

We are committed to operating a safe, secure and efficient Airport providing Regional facilities and services that add value to the general public, airline travellers, airlines and aircraft operators, government agencies and associated businesses. To this end, we propose this Service Charter as the basis for establishing the general performance principles, criteria and Performance Measures important for the successful delivery of quality customer service to airlines and aircraft operators, and in turn to your customers and passengers.

2.3 You and us are part of a team

Given the interdependencies among all parties that contribute to the experience of a passenger and freight customer at Mackay Airport, we believe that a team approach with reciprocal commitments from all stakeholders will achieve our common objective of satisfied passengers and other users of Mackay Airport. As part of the team approach, we would like to meet with you and your senior management team, at least annually (but more often if you would like to) to discuss the plans and development that we have for Mackay Airport and our performance in providing you with Aviation Services. Likewise, we would like to discuss with you your plans for your business relevant to Mackay Airport and the aircraft, passenger, freight and any other services you offer from Mackay Airport.

2.4 Our Service Charter is for the whole of Mackay Airport

Our commitment to the performance principles set out in clause 2.5 and the Performance Measures will cover the whole of Mackay Airport. This is to ensure that we and all airlines, aircraft operators and other business operators at Mackay Airport are striving for and monitoring the same performance levels and embracing the same mutually beneficial service philosophy.

2.5 Performance principles

In order to provide world class regional facilities and Aviation Services, we will take all reasonable steps to apply the following performance principles to guide our activities and development of Mackay Airport. We will:

• (a) maintain and operate a secure, safe and efficient Airport and will, within a reasonable time after a request from you to do so, provide satisfactory evidence of certification of all reasonable or necessary maintenance and safety checks and inspections; and
• (b) provide a comfortable and friendly environment to the travelling public; and
• (c) to the extent that it is our responsibility, keep all Airport facilities in good repair and condition and effect all structural and other maintenance, replacement, renovations and repairs with respect to the Airport facilities; and
• (d) continue to improve Airport facilities and Aviation Services wherever justified and in accordance with our plans; and
• (e) ensure that a high standard of cleanliness of public areas and facilities is maintained by our contractors, tenants and concessionaires; and
• (f) continue to maintain and improve Airport facilities and Aviation Services (where possible) for special needs passengers; and
• (g) maintain the highest environmental standards practicable while balancing economic development; and
• (h) ensure that all Aviation Services, whether direct or indirect, comply with occupational health and safety standards in place from time to time; and
• (i) respond quickly to enquiries relating to our facilities and Aviation Services; and
• (j) continue to work closely with airlines, aircraft operators and government agencies, to ensure that Mackay Airport Terminal facilities and Aviation Services are supplied and allocated in a mutually beneficial and equitable manner and with the public's best interests in mind.

2.6 Philosophy behind our Performance Measures

The basis of our quality of service program will be the assessment of Aviation Services against certain Performance Measures. However, the monitoring program will encompass more than just an assessment of Performance Measures. Performance Measures will provide evidence of trends in Airport service levels but in many cases will not provide a full explanation of underlying causes of changes in quality of service. The Performance Measures will act as triggers to seek further information to assist with interpretation of initial results so that the underlying causes of trends (be they negative or positive) can be identified and the support of all relevant team members enlisted to act upon the measured results.

2.7 Quality of Aviation Services related to our investment in Mackay Airport

The quality of Mackay Airport Aviation Services will largely be determined by the long-term investments that we make. Two important influences on the quality of Aviation Services, which are directly related to the Aviation Charges, are the capacity relative to the demand and the efficiency or quality standard of the facilities and Aviation Services made available.

2.8 Methodology

At least annually we will survey a representative sample of all passengers and other users of Mackay Airport to determine the level of satisfaction across a range of Performance Measures. Provided that we give you reasonable, and at least 7 days, prior notice that we intend to access your leased or licensed areas at Mackay Airport and that such access does not interfere with your business activities, you will allow us access to your leased or licensed areas for us to undertake such survey and other research as we consider reasonably necessary to measure passenger or other user satisfaction. In measuring passenger and other user's satisfaction with the standard of service provided at Mackay Airport, respondents may be interviewed and asked to rate their level of satisfaction with the Performance Measures on a scale from one to five, where one is extremely poor and five is excellent as shown below. "Don't know" will be recorded where respondents are unable to provide a response (due to either non-usage or a lack of familiarity with the facility/service). The scale is set out below:

• 1 Extremely poor
• 2 Poor
• 3 Neither good nor poor
• 4 Good
• 5 Excellent
• 6 Don't know

Average ratings out of five are converted to a score out of 100 for ease of comparison. These scores are referred to as satisfaction indices. Results are provided as a percentage for each response (e.g. 63% of respondent's rate waiting time at check-in counter as excellent) as well as a satisfaction index. Our target is to score no less than 75 on each Performance Measure.

This is not the only way we will conduct research to determine the level of satisfaction across a range of Performance Measures. We will consult with Major Users to determine the most appropriate methods of conducting research and the services that we provide to users of Mackay Airport that will be the subject of the research.

We will also survey the Major Users of Mackay Airport (and we may also include other airlines and aircraft operators in the survey at our discretion), using a method to be agreed, in relation to the Aviation Services we provide to users of Mackay Airport..

2.9 Performance Measures

The Performance Measures that will be rated in accordance with the methodology set out in clause 2.8 are:

• (a) Check-in - waiting time in check-in queue; and
• (b) Security Clearance - waiting time at baggage x-ray area and the length of time security screening takes per passenger; and
• (c) Gate Lounges:
• • i. availability of seating in departure lounge; and
  • ii. comfort of seating in departure lounge; and
  • iii. cleanliness of seating in departure lounge; and iv. size of departure lounge for number of people using it; and
• (d) Baggage:
• • i. waiting time at baggage reclaim area; and
  • ii. size of baggage reclaim area for number of passengers; and
  • iii. ease of finding appropriate carousel; and
• (f) Baggage Trolleys - ease of finding baggage trolleys; and
• (g) Flights Information Display and Signs - general satisfaction with flight information display and signs; and
• (h) Washrooms - terminal's overall standard of toilets and washrooms; and
• • i. Car Parking:
  • ii. availability of car spaces; and
• (j) Airport Access:
• • i. suitability of area for kerbside car pick-ups and drop-offs; and
  • ii. space provided for kerbside car pick-ups and drop-offs; and
  • iii. suitability of area for taxi pick-ups and drop-offs; and
  • iv. space provided for taxi pick-ups and drop-offs; and
  • v. suitability of area for bus pick-ups and drop-offs; and
  • vi. space provided for bus pick-ups and drop-offs.

2.10 General relationship principles

We will operate Mackay Airport having regard to the following principles;

• (a) we will take all reasonable steps to treat you with courtesy and respect; and
• (b) we will act reasonably to answer all correspondence, questions and inquiries promptly; and
• (c) we will provide a comments, suggestions and complaints form for your feedback (this form may be downloaded from the Web Site); and
• (d) we can be contacted by telephone, facsimile, in person or electronically during normal business hours. A list of our key personnel and their contact details appears on the Web Site; and
• (e) we respect your right to privacy and confidentiality and we will comply with the Privacy Act 1988 (Cth) and other applicable laws as those laws relate to the protection of your personal information; and
• (f) we will take all reasonable steps to act and discharge our duties with professionalism; and
• (g) in a spirit of open and honest communication, striving for "Win-Win" outcomes for all parties, wherever possible.

We want to encourage and support access by third parties to Mackay Airport provided that such access does not in any way compromise the safe and secure operation of Mackay Airport and such access is consistent with our current and future planning, in particular, our Airport Master Plan.

2.11 Consequences of failure to meet the Service Charter

We will take all reasonable steps to achieve the standards set out in clauses 2.4 and 2.5; however we cannot guarantee this will be met in all instances and on all occasions.