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Sydney Airport releases video to assist infrequent flyers

Sydney Airport has developed a new online video to help inexperienced passengers to prepare for their airport journey. The new initiative complements the airport’s recent acquisition of the International Customer Service Standard (ICSS) certification granted for its complaint handling standards.

Kerrie Mather, managing director and CEO for Sydney Airport, said, “Sydney Airport aims to provide customers with a positive airport experience, so we’ve launched a friendly and informative video to help infrequent travelers on their journey through the airport.

“The new video is the latest technology we’ve harnessed to improve the passenger experience, complementing our Sydney Airport app, social media channels, and mobile and web presence.”

The video follows a couple from curb to gate, providing tips on a seamless airport experience from check-in to departure. It is being promoted to travelers across Sydney Airport’s digital channels and the airport’s website.

Commenting on the airport’s ICSS award, Mather said, “We’re thrilled to be the first Australian airport to receive certification for our complaints handling framework, in recognition of our efforts to respond to feedback from and improve the experience of close to 40 million passengers per year, as well as our airport partners and the wider community.

“The ICSS certification formalizes our commitment to customer service excellence, supports our customer-centric culture and provides a framework for continuous improvement.”

To view the video from Sydney Airport click here.

February 11, 2016





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