Disability Access Facilitation Plan
Sydney Airport aims to provide a positive experience for all travellers and has developed this plan based on guidance provided by the Department of Infrastructure and Regional Development.
The primary purpose of the Disability Access Facilitation Plan is to advise passengers of:
- The service measures Sydney Airport has in place to ensure access for passengers with disabilities
- How passengers with a disability can best prepare for travel prior to arriving at the airport
The measures in this plan aim to provide details on policies and approaches to enable access to each stage of the journey through Sydney Airport for passengers with a disability.
Sydney Airport consists of three terminals:
- The International Terminal (T1) for all international flights
- The Domestic Terminal (T2), which is used by a number of domestic airlines including Virgin Australia, Jetstar, Regional Express, Tigerair, Jetgo
- The Qantas Terminal (T3) for all Qantas domestic flights
Qantas Airlines manage and operate their own terminal (T3), facilities and gates. Please refer to the Qantas website for information on T3.
Note: Where an airline or government agency has the prime accountability for particular parts of the travel process, any special assistance requirements are the responsibility of that airline or agency.
Prior to arrival
Airlines may have different guidelines for the carriage of people with reduced mobility and requirements for special assistance. Sydney Airport recommends that you speak to your airline at the time of your booking and check the airline’s website for its disability policies and procedures. It is also important to check if you require medical clearance in order to fly with a particular airline.
Sydney Airport recommends you always arrive with plenty of time prior to your flight departure. Your airline will advise you of the correct check-in time, or if in transit, minimum connection time requirements.
Tactile ground surface indicators are used outside the terminal to provide the visually impaired indication of any changes.
There are dedicated accessible parking spaces located at all our terminals. These are located at the nearest access points to the terminals. Our kerbside staff are trained to allow passengers with disabilities enough time to disembark from their vehicles.
Assistance from the kerbside to check-in counters is not available unless agreed upon with your airline.
Assistance with collection of bags, transfers or transport is not available. Sydney Airport recommends you speak with your airline for options of assistance they may offer.
The domestic terminals at Sydney Airport have dedicated disability accessible parking zones on both the Departures and Arrivals levels. The spaces are clearly signed on the roadway and signposted on the footpath. Vehicles utilising this area must have a disability pass displayed (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).
There are two separate areas dedicated to disability accessible parking at T2. To see the location of the T2 accessible parking areas please refer to the Domestic Precinct Disability Accessible Parking Bays map
There are two dedicated spaces located at the outer kerbside, opposite the T2 Taxi rank. The spaces are clearly signed on the roadway and signposted on the footpath. Vehicles utilising this area must have a disability pass displayed. (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).
The new T2 passenger pick-up area is located on the right hand side of Keith Smith Avenue across from T2 and on the right hand side of Shiers Avenue across from T3. It provides space for 51 vehicles with a free 10 minute pick-up period. There are 2 dedicated disability accesssible parking spaces available in this area. As this is located a short distance from the terminal drivers are permitted to leave their vehicles unattended.
There are two dedicated spaces located on the kerbside, directly opposite the centre doors of the Terminal. The spaces are clearly signed on the roadway and signposted on the footpath. Vehicles utilising this area must have a disabled pass displayed. (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).
There are two dedicated spaces located on the outer kerbside ahead of the government bus stop, opposite the T2 Hire Car area. The spaces are clearly signed on the roadway and signposted on the footpath. Vehicles utilising this area must have a disabled pass displayed. (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).
Note 1: Parking when no Mobility Parking Permit is displayed
It is important that areas reserved for passengers with disabilities are only used by those who genuinely have a disability. For this reason we ask our kerbside staff to ensure all vehicles stopping in these designated areas display a valid Mobility Parking Permit.
In order to assist people picking up a passenger with a disability where the driver does not have a Mobility Parking Permit, Sydney Airport has the following policy:
In the event a vehicle is picking up a passenger with a disability, but does not display a Mobility Parking Permit, the driver may utilise the disabled zones, however the passenger with the disablity must be waiting at the kerbside and produce a valid Mobility Parking Permit on request of a parking officer. Parking of a vehicle in a disability accesible space without a Mobility Parking Permit, in order to wait for a passenger with a disability, is not permitted.
Note 2: Security Restrictions
There are a range of security procedures in place at all airports throughout Australia. Sydney Airport must abide by the security regulations determined by the Commonwealth Government. Apart from the T2 public pick-up area which is located away from the terminals, there are no exceptions to the rule that drivers must remain with the vehicle at each of the disabled zones described above.
Should the driver need to leave the vehicle to assist the passenger, there are a number of alternate options available, including:
Option 1 : Arranging for a third person to travel to the airport with the driver to escort the disabled person/s into the terminal whilst the driver remains with the vehicle.
Option 2 : Checking with airline staff to see assistance options offered to the Terminal whilst ensuring the vehicle is not left unattended at any stage.
Option 3 : Using public transport vehicles to transfer you to the airport. You will still need to organise assistance in to the terminals.
Option 4 : Parking your vehicle in a disability accessible parking position located in the car park within close proximity to each terminal and escorting the passenger with a disability to the terminal safely
Domestic Multi-Storey Car Park
Sydney Airport provides accessible parking for all arriving and departing mobility impaired persons within the Domestic multi-storey car park. These disability accessible parking spaces are available as close as possible to the main terminal entrance. There are a total of 42 disability accessible parking bays in the domestic car park.
Domestic Terminal – P1 Car Park
|Level||No. of spaces|
Domestic Terminal – P2 Car Park
|Level||No. of spaces|
Domestic Terminal – Express Pick-Up
|Level||No. of spaces|
Blu Emu Car Park
Sydney Airport provides accessible parking for all arriving and departing mobility impaired persons within the Long Term Car Park. There are a total of 48 disability accessible parking bays in the Long Term Car Park.
- Row 10 opposite bus entry lane: 8 Bays
- Bus Stop B: 8 Bays
- Bus Stop C: 6 Bays
- Bus Stop D: 6 Bays
- Bus Stop G: 6 Bays
- Bus Stop L: 16 Bays
- 2 bays outside shaded area near shaded exit gate
- 2 bays inside shaded area near shaded exit gate
Transport is provided to/from the long term car park by shuttle bus. The shuttle bus is disability accessible.
International Terminal (T1):
The International Terminal has dedicated disability accessible zones on both the Departures and Arrivals levels
International: T1 Departures area
There are two dedicated parking areas located at the kerbside with wheelchair ramps. Both of these disablility accessible areas are conveniently located near a major Terminal entry. The parking spots are clearly signed on the roadway and signposted on the footpath. Vehicles utilising these areas must have a disability pass displayed. (See Note 1 below: ‘Parking when no Mobility Parking Permit is displayed’).
International : T1 Arrivals area
There are no designated pick-up areas at our International Terminal. Anyone wanting to pick-up arriving passengers at T1 must proceed to the International car park given airport security requirements.
Important note: It is not permitted to pick-up passengers from the Departures or Arrivals roadway at any time. Attempting to pick-up passengers may result in a Parking Infringement Notice being served.
Note 1: Parking when no Mobility Parking Permit is displayed
It is important that areas reserved for passengers with disabilities are only used by those who are genuinely disabled. For this reason we ask our kerbside staff to ensure all vehicles stopping in these designated areas display a valid Mobility Parking Permit.
Note 2: Security Restrictions
There are a range of security procedures in place at all airports throughout Australia. Sydney Airport must abide by the security regulations determined by the Commonwealth Government and there are no exceptions to the rule that drivers must remain with the vehicle at each of the disability accessible zones described above.
Should the driver need to leave the vehicle to assist the passenger, there are a number of alternate options available, including:
Option 1 : Arranging for a third person to travel to the airport with the driver to escort the passenger with a disability into the terminal whilst the driver remains with the vehicle.
Option 2 : Checking with airline staff to see what assistance can be offered to the terminal whilst ensuring the vehicle is not left unattended at any stage.
Option 3 :Parking your vehicle in a disability accessible parking space located in the car park within close proximity to the Terminal and escorting the passenger with a disability to the terminal safely.
Option 4 : There are public transport vehicles that are able to transfer you to the airport although you will still need to organise assistance in to the terminals.
Sydney Airport provides accessible parking for all mobility impaired within the International Car Park. There are three separate designated areas in the International Car Park with a total of 56 disabled bays available. You will find these spaces clearly signed.
In the outdoor areas these are positioned closest to the terminal, while in the multi-storey car park, they are located close to the terminal entrances and near lifts.
Vehicles using the disability accessible parking bays in the car park must display a valid ‘disability’ card.
P7 International Multi-Storey Car Park
|Level||No. of spaces|
Note : The spaces are located on the south side within the car park (to the left when exiting the elevators)
There is a variety of ground transport available for all passengers easily accessed outside all our terminals.
If you are transferring between terminals and require assistance you should contact your airline to check to see what assistance they are able to offer. If you are able to transfer unassisted there are several options available to you. Besides taxis, there are also trains and the terminal transfer bus, TBus, which operates between T1 and T2.
Taxis: At T2 and T3, the taxi ranks are located on the ground floor directly outside the terminals. At T1, it is located on the left as you exit the terminal, a short distance from the terminal entrance. Our kerbside staff at all the taxi ranks can assist with organising any special transport requirements. Please be mindful that although staff can arrange taxis that are able to accommodate wheelchairs, there may be a wait while one is organised.
TBus: The TBus is wheelchair accessible and operates a regular loop service between T1 and T2. The bus stop for the TBus is located on the ground floor at T2, to the left as you exit the terminal. The TBus drops passengers off on the Departures level at T1.
The bus stop for the TBus at T1 is located on the Arrivals level, to the right as you exit the terminal and drop off is on the Departures level at T2.
Train: There are train stations under T1, T2 and T3 which are accessible by lift. Note that T2 and T3 are connected by an underground tunnel from the train station. Special arrangements for mobility impaired passengers may be made by speaking with train staff on the day of travel.
At Sydney Airport, we aim to ensure that the facilitation of all passengers through security screening points is as efficient and seamless as possible. As you may know, all passengers must pass through security screening points in order to board their flight. Passing through a security screening point is a government requirement and each process involved in security screening is also a government requirement. However, we recognise that some passengers may require additional assistance or have special requirements for the security screening process. To this end, we have recently introduced a dedicated ‘Special Assistance Lanes’ at T1 to help enhance the passenger facilitation process. Special Assistance Lane Aviation Screening Officers are trained to assist you and help make the security screening process smoother.
If you have travelled, you should find this security screening process familiar. If you haven’t travelled previously, please do not feel concerned. This guide will help prepare you before you arrive at the airport and explain the security screening processes involved.
Before you arrive at a security screening point
Please ensure that you only pack essential items in your carry-on baggage. Medicines and/or hypodermic needles that are essential for your journey are permitted to be packed in your carry-on baggage, provided that medical documentation supporting your need for medicines or hypodermic needles are accompanied.
Pack all other medicines and tools in your checked baggage. Similarly, all prohibited items and liquid, aerosols and gels (LAGs) over the permitted allowance (100ml containers or less within a 20cmx20cm or 15cmx25cm clear plastic resealable bag) must be packed in your checked-in luggage for international flights.
What happens once you arrive at a security screening point?
When you arrive at a security screening point, we ask you to make yourself known to our Aviation Screening Officers at the start of the main queue so they are able to help or direct you to the Special Assistance Lane to provide you with for further assistance. Please present any official documents regarding medical conditions or special requirements to the Aviation Screening Officers to help assist making the security screening process smooth.
Remember, our Aviation Screening Officers are there to help – so if in doubt, please do not hesitate to ask questions or request assistance. If we are not able to meet the request, we will endeavour to contact your airline representative who may be able to assist further.
Special assistance security screening practices
The following information may provide you with a brief overview of the different security screening practices for special assistance which meet the government’s regulatory requirements:
Medical implants: Please advise an Aviation Screening Officer if you have a medical implant such as a pace maker, cochlear implant or similar electronic devices. The officer may ask you to walk through a gate to bypass the walk-through metal detector or submit to the body scanner
If you were asked to bypass the walk-through metal detector, the officer will then ask your consent to conduct a secondary screening pat down search. Further information about secondary screening is detailed in the section below or on the Australian Government’s website. The officer will also offer you the option of having the pat down conducted in a private room. An officer of the same sex will conduct a secondary screening pat down search.
Artificial limbs / Prosthesis: Please advise an Aviation Screening Officer if you have an artificial limb or prosthesis so you can avoid having to pass through a walk-through metal detector. The officer will conduct a secondary screening hand held metal detector (wand) search and must ask your consent to conduct a pat down search should the wand repeatedly alarm over an area. Further information about secondary screening is detailed in the section below. The officer will also offer you the option of having the pat down conducted in a private room. An officer of the same sex will conduct a secondary screening pat down search.
Walking Aids: Walking aids must undergo security screening. Whenever possible and practical, the walking aid will be x-rayed. In the event where the walking aid cannot be x-rayed, the item will be physically searched. The aid may undergo an Explosive Trace Detection test as well. Security screening points have chairs and loan walking aids are available for your use during this process.
Wheelchairs: Aviation Screening Officers are familiar with the movement of passengers with wheelchairs. If passengers are able to stand and walk a short distance they will be screened by a walk through metal detector or body scanner. Whenever possible and practical your wheelchair will be x-rayed as well. If it is not possible to x-ray your wheelchair it will be physically searched instead. If you are unable to walk through the metal detector or body scanner, our Officers will ask for your consent to conduct a secondary screening pat down process and physical search in your wheelchair. Further information about secondary screening is detailed in the section below. The Officer will also offer you the option of having the pat down conducted in a private room. An officer of the same sex will conduct a secondary screening pat down search.
Vision Impairment: Passengers who are vision-impaired will be asked if they are able to pass through the walk-through metal detector or body scanner. If the passenger has a guide dog, the passenger will be asked to pass through the metal detector with the guide dog. The guide dog’s harness will not be removed at any point. If a passenger has a cane, the cane will be screened and the passenger will be provided with assistance to pass through the metal detector.
Some passengers may prefer to undergo secondary screening pat down rather than go through the metal detection process. In this case an Officer will ask for your consent to conduct a secondary screening pat down search. Further information about secondary screening is detailed in the section below. You can request a pat down to be conducted in a private room should you wish and it will be conducted by an Officer of the same sex.
Medicines and Medical Tools:
You are allowed to bring medicines and hypodermic needles if it is essential for your journey. However there are certain conditions you must follow:
- Have medicines and/or hypodermic needles ready for inspection
- Provide supporting documentation (such as a letter, prescription or medical card) from a relevant qualified medical professional as proof of need for medications or needles for your journey
- Make sure the name on the label of the medication matches the name on the boarding pass
- Remember to take only what you need for your journey. Extra supplies and larger containers of medicine can go in your checked-in baggage
There are certain conditions for carrying medical purpose biological materials through a security screening point and onboard an aircraft. In the first instance, please contact your airline regarding their conditions of carriage as the airline may reserve the right to deny carriage of the item. Should the airline approve uplift of the item the airline will then determine whether an application for exemption from security screening needs to be sought from the Office of Transport Security especially in the case where the item is unable to be security screened, inspected or undergo an explosive trace detection test.
The Security Screening Process
The following information may help passengers who are unfamiliar with the security screening process:
The X-Ray Machine
Once you join the Special Assistance Lane you will be asked to place all carry-on baggage and any smaller items into a tray and then onto the x-ray machine’s conveyor belt. Items to be placed in your carry-on bag or in the tray might include:
- keys, loose change, mobile phones
- heavy jewellery (such as pins, necklaces, bracelets, rings, watches, earrings, cuff links, lanyards or bolo ties)
- clothing with metal buttons, snaps or studs
- metal hair barrettes or other hair decoration
- your coat or jacket
- LAGs in a clear plastic resealable bag (for international flights)
- laptop computers must be removed from their carrying cases and placed in one of the trays provided
Do not hesitate to ask the Security Screening Officer for assistance if you cannot manage this on your own.
Please remember that certain items are not permitted onboard.
Walk-through metal detector
After divesting your personal items on to the conveyor belt and/or into the tray, you may then be asked if you are able to walk through the walk-through metal detector unaided. We are required to ask this question, however, we recognise that it may not be possible. If you are travelling with a walking stick, our officers will provide you with a loan walking stick whilst we screen yours to help you to walk through the metal detector. We provide additional seating at this area of the screening point to help facilitate the handover of walking aids, and to make it easier for passengers who may need help to remove shoes or to reorganise themselves once they have cleared the security screening process.
It is recommended that those passengers with a medical implant or prosthesis make themselves known to an Aviation Screening Officer at the start of the queue. The officer will ask your consent to conduct a secondary screening pat down to satisfy the security screening requirements if you are unable to pass through a walk through metal detector or if the metal detector continually alarms as you pass through it.
If you're travelling through T1, you may be asked to submit yourself to the body scannerafter divesting your personal items on to the conveyor belt and/or into the tray, Body scanners represent the most advanced passenger screening technology available and can detect a range of sophisticated threats on a person’s body or within their clothing. Body scanners can detect both metallic and non-metallic items, including prohibited items, components of improvised explosive devices and weapons.
Body scanners are a proven technology and have been used overseas for aviation security screening purposes since 2007. All body scanners used in Australia have undergone stringent testing in line with aviation security standards to ensure their effectiveness.
Like walk-through metal detectors, some people with medical or physical conditions that prevent them from undertaking a body scan will be offered alternative screening methods suitable to their circumstances. Please discuss your circumstances with an Aviation Screening Officer.
Secondary screening may occur when you have either set off the walk-through metal detector or the body scanner alarms or if you have requested a secondary screening procedure in place of the walk-through metal detector. Secondary screening can take the form of either a pat-down inspection, hand held metal detector inspection or explosive trace detection test. Secondary screening can be conducted in a private room if requested. Please ensure the Aviation Screening Officer takes your carry-on baggage with you to the private room after it has been cleared through x-ray screening.
Hand held metal detector (wand) inspection
The hand held metal detector wand helps the Aviation Screening Officer to identify the exact area on you that caused the walk-through metal detector to alarm. During this procedure, the officer will pass the wand over your body without actually touching you. Every effort will be taken to do this as discretely as possible. Please alert the officer if you have a pacemaker or similar device as a pat down search will be conducted instead.
Pat down inspection
If you must undergo a pat down inspection, the officer will direct you from the metal detector to a screening station where he or she will brief you on the next steps. We understand there may be some sensitivities involved with a pat-down inspection. To allay any concerns you may have regarding this procedure, the following steps outline the process involved and your rights:
- An Officer of your gender will conduct your secondary screening
- Let the officer know of any personal needs you may have due to a disability, or other medical concerns
- Ask for physical assistance if required
- You may request that your search be conducted in a private room
Explosive Trace Detection
Aviation Screening Officers may test you and your baggage for traces of explosives. Officers must carry out explosive trace detection sampling on a random and unpredictable basis to meet regulatory requirements.
Additional (airline related) security measures
Please be advised that some airlines may have additional security measures at the boarding gate. These measures may include further explosive trace detection or bag inspections. These security measures are not always facilitated by Sydney Airport’s security service provider and may be conducted by a different company contracted directly to the airline.
Sydney Airport recommends that you contact your airline for further information around airline additional security measures.
Tactile ground surface indicators are used within the terminal to provide the visually impaired indication of changes of condition. The locations include escalators, travelators, ramps and stairs.
Access to/from aircraft
Ramps and aerobridges allow easy access between the gate lounge and the aircraft. Airline staff can offer assistance for boarding and disembarkation by prior arrangement. In some cases, lift access is also available, particularly for regional flights.
All our ATMs have Braille functionality.
Automatic Doors and Lifts
Automatic doors and lifts to all levels of the terminals cater for those using wheelchairs or with mobility restrictions.
Chemist / Pharmacy
There is one Airport Guardian Pharmacies located within T1 on the Departures Level near check-in counter ‘J’
At T2 a chemist is located near the food court on the Departures Concourse after the security screening point.
There are interactive directory and way-finding boards located at T2. These have been specifically designed to assist people in wheelchairs and are located on the departures level prior to the security screening point and at various locations after the security screening point.
Wheelchair accessible drinking fountains are located throughout our terminals.
In the event of an emergency, public announcements will be made. Please follow any instructions given to you by fire wardens, who will be identifiable by their red or yellow helmets.
Flight Information Displays
The terminal has many Flight Information Display Screens (FIDS) throughout the public areas to advise flight arrival and departure times, boarding calls, ‘flight landed’ information, gate numbers and baggage carousel details. Public address announcements are also made by airline staff.
Airport Ambassador Volunteers
Sydney Airport has Airport Ambassador volunteers throughout our terminals between 6am and 9pm. They are easily recognisable by their bright blue jackets. These volunteers will try to answer any questions you may have.
At T2, the Airport Ambassadors can be found on the Arrivals level opposite baggage carousel 2.
At T1, they may be found roaming through the terminal or available at the following locations:
At T1 Departures:
- between check-in counters G and H
- near the front entrance to the terminal
- opposite Check in counter D
- near the front entrance to the terminal
At T1 Arrivals:
- opposite passenger exit A and B
Guide and assistance dogs are welcome inside our terminal. Information is available on the Department of Agriculture website
As part of Sydney Airport’s commitment to comply with the Disability Standards for Accessible Public Transport (DSAPT), the installation of hearing loops is now complete in Terminal 2. Hearing loops are also available in select areas throughout Terminal 1.
International flights and border security areas
If you are departing or arriving on an international flight, you will be subjected to additional screening and border security processes.
For example there are services that Department of Agriculture provides to people who are accompanied by a disability assistance animal. Information is available on the Department of Agriculture and Water Resources website.
Free internet kiosks are available throughout T1.
There are user pay kiosks available after security at T2 Domestic Terminal.
All the kiosks are wheelchair accessible.
Sydney Airport encourages all airport staff including security screening staff, Australian Customs and Border Protection Service, cleaners and our own Airport Ambassador volunteers to wear name badges which also display flags of any language they speak. This also includes those who are fluent in Auslan.
Terminal brochures and terminal maps are available on both the Departures and Arrivals level of T1.
For urgent medical attention in our terminals please locate our Airport Ambassador volunteers who are able to contact medics or dial 9090 on any of the customer service phones ( not the public telephones) throughout our terminals. The direct number to dial from a public phone or your own phone is 9667 9090.
There is also a medical centre available at T1. This is located on Level 3 and is open from 8am- 5pm Monday to Friday. The medical centre can be contacted on 9667 4355.
Sydney Airport has a centrally located ‘Meeting Point’ identifiable by the blue wall for passengers arriving at the T1. This is located on the Ground (Arrivals) level of T1 in the middle of the terminal between Exit A and Exit B, and located next to toilet facilities.
User pay printers are available At T1 at the following locations on the Arrivals level: Velluto, Go and Smarte Carte.
Public telephones can be found throughout all terminals. All public telephones are hearing aid compatible and have the ability to send SMS.
Kerbside ramp ways are provided from the street to the sidewalk. They have also been fitted internally where there are stairs to negotiate.
As a standard, our retail tenancies were designed to comply with codes at the time they were built. For example food and beverage counters comply with height requirements and any alcoves must allow wheel chair access. If this is not possible staff will always offer table service to passengers with a disability.
Accessible toilets are located throughout the terminals and all bathroom amenities met codes applicable at the time of construction. Braille is included at toilet block entries to assist the vision impaired to locate the correct facility. Maps with locations of these facilities are available on our website.
Buses, taxis, rental car, rail and shuttle bus services are located outside the terminal on the ground (Arrivals) levels of our terminals
T1: TTY phones are located at the following points:
- Level 1 (Arrivals):Opposite exit gates A/B arrivals
- Level 2 (Departures): At the end of check-in counter A
- Level 2 (Departures): At the end of check-in counter G
- Level 2 (Departures): At the end of check-in counter K
- Level 2 (airside - Pier B): At departure gate 22
- Level 2 (airside - Pier C): At the base of the escalators leading to the airlines lounges
T2 Terminal: TTY phones are located at the following points:
- Departure level opposite check-in counter number 8
- Arrivals level opposite baggage carousel number 2
At T2, wheelchairs are available upon request from your airline. Please advise them of any requirements at the time of booking and in advance of your arrival to the terminals.
At T1 passengers requiring a wheelchair to get to their aircraft should contact their airline directly. There are wheelchairs available for passengers to use in the public areas of the T1 International terminal from the Baggage Storage Facility, operated by Smarte Carte. They are located on the arrivals level of T1 and can be contacted on +61 2 9667 0926. Their opening hours are from 5.30am to 9pm. You will need to provide photo ID before taking the wheelchair.
Hearing or speech impairment
If you are deaf, or have a hearing or speech impairment, you can contact Sydney Airport via the National Relay Service. Provide the NRS with the Sydney Airport Customer Care number, 133 793.
Airlines offer different products and various levels of service. Therefore, they are best able to provide you with information about your travel and types of assistance they offer. Contact your airline for more information regarding assistance, departures gates, baggage collection areas, flight connections and transport.
Some airlines use people movers within the terminal concourse (post security screening). Not all airlines offer this so please contact your airline to establish whether the service is available to you prior to arriving at the airport.
Sydney Airport constantly monitors the service delivery at all the services and facilities in its terminals and appropriate actions are undertaken to rectify any issues that arise.
This is done in a number of ways:
- Compliance with Part 8 of the Airports Act of 1996 and the Airports Regulations 1997
- Participation in Airports Council International (ACI) Airport Service Quality (ASQ) surveys
- Independently run Customer Satisfaction surveys
- A robust ‘in house’ complaints monitoring and reporting system managed by Sydney Airport’s Customer Experience team.
- Communication Strategies
Sydney Airport encourages customer feedback as this allows us to continuously improve our level of service. We provide passengers or visitors to our terminals a number of ways of doing this.
To provide feedback or for further information you can:
- Complete our online feedback form
- Speak with our Airport Ambassador volunteers in person at our terminals
- Email us directly at firstname.lastname@example.org
- Write to the Customer Experience team at:
Customer Experience Sydney Airport Corporation Limited Locked Bag 5000 Sydney International Terminal NSW 2020 Sydney Airport Customer Care Phone: 133 SYD Operating Times: 8.30am - 5pm Monday to Friday
Many organisations working together provide the services passengers experience at Sydney Airport. At times your enquiry or feedback is more appropriately handled by a particular organisation other than Sydney Airport. In order to assist you with directing your feedback to the appropriate team, we have also provided links on our website to some of our airport partners.
Where relevant, all future expansion, developments or alterations to infrastructure are always undertaken in accordance with Australian Standards applicable at the time.