Sydney Airport: Questions for the ACCC

Sydney Airport last week released two expert reviews of the methodology used by the ACCC in preparing its report. The two reviews were independently undertaken by the University of Melbourne's Statistical Consulting Centre and the professional research firm GA Research.

The CEO of Sydney Airport, Russell Balding, said that the two reviews give rise to serious concerns about the ACCC's methodological approach.

"Sydney Airport is committed to providing passengers and airlines with the high quality facilities they need, which is why we value their feedback on ways we can improve.

"However, Sydney Airport has long been concerned about the poor methodology used by the ACCC in its monitoring reports. This year's report does not contain basic, indeed fundamental, methodological information such as sample sizes, margins of error and response rates.

"Without this essential methodological information, it is not possible to meaningfully interpret research. I would welcome a more transparent approach from the ACCC," Mr Balding said.

To assist in interpreting the ACCC's report, Sydney Airport calls on the ACCC to provide basic information about its methodology:

§ How many airlines participated in the airline survey at each airport? What was the response rate at each airport?

§ Who in the airlines completed the surveys and how were they selected?

§ How many passengers were surveyed at each airport in the study?

§ If different numbers of passengers were surveyed at different airports, why?

§ What is the margin of error for each passenger survey?

§ Were all passenger surveys administered by AS:ISO-qualified professional research teams?

§ Were some passenger surveys undertaken in-house by the airports themselves? If so, which airports did their own surveys?

§ Were the exact same questions used in the surveys asked at each airport?

§ How were passengers selected to participate in the surveys?

§ How were the passenger surveys conducted? By internet, mail, telephone, face-to-face or other? Was the same approach used at each airport?

§ How many public servants were surveyed in the government agencies survey? How were these individuals selected?

§ What weightings were attached to the different elements of the research to determine the overall ratings?

§ If different methodologies were used at each airport, how can the results be valid and fair?

Sydney Airport will be able to consider and evaluate the ACCC report once all relevant information about its methodology and preparation have been publicly disclosed.

The Australian standard for market, opinion and social research is AS:ISO 20252 and was published by Standards Australia in January 2007 - more than four years ago.

Sydney Airport believes that the ACCC's report has not been prepared in conformity with this internationally recognised standard.

"Our own surveys, which are AS:ISO 20252 compliant, show that 87% of passengers were either satisfied or very satisfied with their overall experience of the upgraded International Terminal.

"The strength of the positive response to the upgrade from passengers shows that it is meeting their needs.

"I put much more confidence in research that is AS:ISO 20252 compliant than in research which is not and which does not even publish such basic information as sample sizes, margins of error and response rates.

"We are committed to improving our facilities and services, which is why we've invested $1.83 billion in the airport since privatisation in 2002.

"Last year we completed the $100 million runway safety area and the upgrade of the International Terminal's departure level. We also introduced free wi-fi for passengers and 15 minutes free parking at the International Terminal," Mr Balding said.