The world’s largest aviation customer service poll has found Melbourne Airport to be the Best Airport in Australia/Pacific for 2020.

The top gong was awarded to Melbourne Airport by aviation ratings giant Skytrax, recognising the airport’s efforts to improve customer service and facilities. 

Known as the Oscars of the industry, the 2020 World Airport Awards were announced online to accommodate the global COVID-19 restrictions.  

Melbourne Airport CEO, Lyell Strambi, said he was pleased to win the tick of approval from travellers.

“I am extremely proud that Melbourne achieved best airport status for the region, especially given the award is purely based on passenger feedback,” Mr Strambi said.

“The traveller is always front of mind in everything we do, and it is nice to see our work resonate with so many Victorians and visitors alike.

“We are fortunate to serve Melbourne and this award is another sign of our progress to make this an airport Melbourne can be proud of. 

Mr Strambi said that Melbourne Airport made significant upgrade investments in 2019, including the installation of smart security screening technology – eliminating the need for people to remove laptops from bags –  as well as adding self-service check-in kiosks to reduce queues.

“We also made a real effort to improve wayfinding, reduce congestion on our road network and create a sense of place by attracting local brands and hospitality venues to the airport,” Mr Strambi said.   

“Although we’re currently suffering from the devastating impacts of COVID-19 it is nice to reflect on the achievements made prior to the health pandemic, which saw Melbourne welcome more than 37 million people last financial year.

“There is still a lot of work to be done and we are powering forward despite the necessary distraction while we deal with the impacts of the COVID-19 crisis.”  

CEO of Skytrax, Edward Plaisted, said, “We are thrilled to see Melbourne Airport winning this major accolade at the awards this year. 

“Melbourne Airport should be delighted with this victory in what is a very competitive section of the survey. 

“Most notably, the airport also improved its overall standing in the global survey to be ranked in the top 20 this year.

“Melbourne Airport also performed well in the Staff Service award for Australia/Pacific securing a fine third-place, and for airports serving 30 to 40-million passengers, Melbourne was in fifth position.”

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