Quality of Service Monitoring

Gold Coast and Townsville airports participate in the Airports Council International (ACI) Airport Service Quality (ASQ) benchmarking program. As part of this participation, it is a regulatory requirement that both airports publish ASQ results on their websites.

The ACI ASQ program aims to be the world’s best airport customer service analysis and benchmarking program, monitoring the opinions of thousands of passengers at departure gates around the world. The survey is conducted year-round and is based on a standard questionnaire that covers 31 key service items. QAL participates through Gold Coast and Townsville airports because the program offers a world benchmark and best practice in monitoring service quality. ASQ is a benchmarking tool for airports to test customer satisfaction levels across a range of services and operations.

The program has more than 300 airports participating, with more than half of the world’s top 100 airports currently participating. Every month, at all participating airports, departing passengers are interviewed about their on-the-day experience. All airports use the same questionnaire and methodology. Every year, more than 500,000 passengers are interviewed for the ASQ Survey. The program offers quarterly results providing insight and comparisons with service performance of airports all over the world.

To view Gold Coast Airport results, click here.

To view Townville Airport results, click here.