ASQ QSM GCA Q3 2018.pdf

REGULATORY

Gold Coast Airport Pty Ltd is the airport-lessee company for Gold Coast Airport. Situated on Commonwealth land, Gold Coast Airport is primarily governed by the following federal legislation:

* Administered by the Commonwealth Department of Infrastructure, Transport, Cities & Regional Development

QUALITY OF SERVICE MONITORING

We are committed to providing quality customer service at our airport. Gold Coast Airport participates in the Airports Council International (ACI) Airport Service Quality (ASQ) benchmarking program. It is a regulatory requirement that Gold Coast Airport presents customer feedback to the public. This program is also used by Gold Coast Airport to track performance of specific criteria against investments made in improving services.

ASQ SURVEYS

The ACI ASQ aims to be the world’s best airport customer service analysis and benchmarking program. ASQ monitors 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.

Gold Coast Airport participates in the ASQ research because it 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 and is designed for airports which require regularly updated information on their service performance for operational and strategic decision-making. More than half of the world’s top 100 airports participate in ASQ.

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, over 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.

GUEST FEEDBACK

In addition to ASQ, Gold Coast Airport also tracks feedback received directly from our guests and summarises each quarter. The latest report can be found here.

ENVIRONMENT

Gold Coast Airport is situated on a coastal plain less than one kilometre from the Pacific Ocean, bordered by Cobaki Broadwater to the south and west and Currumbin Hill to the north. The site contains areas of environmental and cultural value, and the airport has a responsibility to ensure its operation and development is managed in an environmentally responsible manner. This is managed under the Gold Coast Airport Environment Strategy which forms part of the airport’s Master Plan.

AIRPORT CARBON ACCREDITATION

In December 2018, Gold Coast Airport achieved Level 2 accreditation under the Airports Council International’s Airport Carbon Accreditation program – the only independent global standard for carbon management at airports. This level of accreditation, ‘Reduction’, requires an airport to collect independently verified data relating to its carbon emissions, set a carbon reduction target and prepare and implement a carbon management plan. For further information regarding the Airport Carbon Accreditation program please visit the website here.

AIRPORT ENVIRONMENTAL LEGISLATION

Gold Coast Airport operates under the Commonwealth Airports Act 1996 and Airports (Environmental Protection) Regulations 1997 which is administered by the Commonwealth Department of Infrastructure, Transport, Cities & Regional Development.

PFAS AT GCA

Per-and poly-fluorinated alkyl substances (PFAS) is a term used to describe a wide array of fluorinated substances including perfluorooctane sulfonate (PFOS) and perfluorooctanoic acid (PFOA).

PFAS and their derivatives are man-made chemicals and have been used in a wide range of industrial processes and consumer products, including metal plating, in the manufacture of non-stick cookware, specialised garments and textiles, products used to protect fabric, furniture, and carpets from stains and in some types of fire-fighting foams including those historically used by Airservices Australia (Airservices).

While the management of PFAS is evolving and the science as to the risks posed by PFAS is not settled, research has found that PFAS are persistent and some forms bio accumulate in the environment.

Federal government agencies have historically used firefighting foams containing PFAS at sites around the country, including Airservices at Gold Coast Airport.

Management of PFAS presence on-airport is being undertaken in line with the PFAS National Environmental Management Plan (NEMP).  The NEMP provides a risk-based national framework designed to achieve a consistent approach to the management of PFAS contamination.

A range of PFAS investigations have been conducted at and around Gold Coast Airport conducted by Airservices, Gold Coast Airport and relevant State and Local Government agencies.

A link to Airservices web page containing the Preliminary Site Investigation Report, Preliminary Sampling Report, Cobaki Broadwater Aquatic Biota Sampling Report and report on Further Groundwater and Surface Water investigations undertaken in 2017 for Gold Coast Airport is provided below.

We respect and understand the concerns raised regarding PFAS contamination, and together with Airservices will continue to engage with relevant stakeholders, including regulatory agencies and the community, on this issue.

Given the persistent nature of PFAS, it is expected that associated management will be a long-term process in collaboration with Airservices and regulatory agencies and will evolve as the NEMP and other guidance materials are updated by State and Federal governments.

Gold Coast Airport encourages all community members interested in the management of PFAS at the airport to regularly check this web page for further updates.

Also, Airservices has established an email address to receive and respond to community PFAS enquiries (pfascomms@airservicesaustralia.com).

More information:

Airservices Australia National PFAS Management Program

PFAS National Environmental Management Plan

Health based guidance values for per- and poly-fluoroalkyl substances

Intergovernmental agreement on a national framework for responding to PFAS contamination

Media enquiries should be directed to: media@qldairports.com.au

For general enquiries please email us: info@goldcoastairport.com.au

GROUND TRANSPORT

A variety of ground transport operators are utilised to safely and efficiently move customers to and from Gold Coast Airport. These include, shuttle buses, taxis, courtesy coaches, ride share, limousines and charter buses.

All Ground Transport operators must ensure they are registered, approved and have an RFID sticker on their vehicle to gain access to Ground Transport Facilities.

Registration as a Ground Transport Operator at Gold Coast Airport is through the Ground Transport Gateway. Please click on the links below for information and access.

Ground Transport Gateway Login

GROUND TRANSPORT: FEES AND CHARGES

Below are the licensing fees for Gold Coast Airport. Please note these are subject to change.

Taxi
$3.10
For each entry of a registered vehicle into the taxi pick-up zone.
Meet & Greet
$6.00
For each registered entry into the Meet and Greet facilities.
Bus Rotunda
$4.00
For each entry of a registered vehicle into the Ground Transport Transit Centre.

For any enquiries please contact groundtransport@gcal.com.au

ACCESSIBILITY GUIDE

Gold Coast Airport wants to ensure that customers are able to travel as comfortably and hassle-free as possible, including passengers and guests with a disability. An Accessibility Guide has been produced for Gold Coast Airport and details the services and facilities available for our passengers with accessibility requirements.

AIRPORT CHARGES

Gold Coast Airport charges effective from 1 July 2019, are as follows (all prices are exclusive of GST).

To view the Conditions of Use document effective from 1 July 2019, please click here.

DOMESTIC
per passenger both inbound & outbound
Item
Cost
Terminal usage charge
$4.09
Aeronautical passenger charge
$7.84
Security screening
$2.28
CUPPS (departing only)
$0.48
CUTE (departing only)
$0.27
Common User GSE
$0.04
INTERNATIONAL
per passenger both inbound & outbound
Item
Cost
Terminal usage charge
$4.09
Aeronautical passenger charge
$7.84
Security screening (including LAGs)
$5.15
CUPPS (departing only)
$0.48
CUTE (departing only)
$0.27
Common User GSE
$0.04
DIVERT AIRCRAFT

Charged per passenger for embarking/disembarking passengers, as per above table. Charged per MTOW for landings only, when passengers do NOT embark/disembark, at $16.50 + gst per MTOW.

GENERAL AVIATION CHARGES

New charges from 1 July 2017 (exclusive of GST).

Fixed Wing Landing & Parking Charge/tonne (MTOW) Charge/tonne (MTOW)
$18.52
Rotary Landing & Parking Charge/tonne (MTOW)
$15.95

PRIVACY POLICY

Gold Coast Airport’s parent company Queensland Airports Limited has a Privacy Policy in place which outlines how QAL and its related companies manage personal information through the Gold Coast Airport’s website and its associated applications.

PARKING SIGNAGE PLAN (PSP)

Gold Coast Airport is obligated under the Federal Government’s “Airport (Control of On-Airport Activities) Regulations 1997” to publish a Parking Signage Plan (PSP) on this website.

Airport Security and Emergency Guide

Airspace developments & Crane approvals

The protection of the immediate airspace around Gold Coast Airport (GCA) is essential to ensure that we maintain a safe operating environment and allow for future growth of the airport. The airspace around Gold Coast Airport is protected under the Commonwealth Airports Act 1996 and the Airports (Protection of Airspace) Regulations 1996.

These acts and regulations aim to ensure that:

  • The airspace is obstacle-free for aircrafts to fly
  • Air navigation and radar equipment can operate without interference and;
  • Airport lighting is not obscured

This protected airspace is known as prescribed airspace.

PRESCRIBED AIRSPACE

International standards have been adopted which define two sets of invisible surfaces above and around an airport. These surfaces form the airport’s prescribed airspace. These two surfaces are known as Obstacle Limitation Surface (OLS) and Procedures for Air Navigation Services – Aircraft Operations (PANS-OPS) surface. All obstacle (building/crane) activity with the potential to penetrate the OLS and/or PANS-OPS MUST submit the appropriate form for approval.

Obstacle Limitation Surface (OLS)

The OLS defines the airspace that is to be kept free of obstacles. These surfaces only relate to visual flight operations or the visual stages of an instrument flight. The purpose of the OLS is not to restrict or prohibit all obstacles, but to ensure that existing or potential obstacles are examined for their impact on aircraft operations and their presence is properly considered.

Procedures for Air Navigation Services - Aircraft Operations Surfaces (PANS-OPS)

CONTROLLED ACTIVITY

Controlled activities are defined in s.182 of the Airport Act 1996 and include:

  • Constructing a building or other structure that intrudes into the protected airspace
  • Altering a building or other structure that intrudes into the protected airspace
  • Any other activity that causes a thing attached to, or in physical contact with, the ground to intrude into the protected airspace
  • The intrusions by cranes used during construction into the protected airspace
  • The intrusions of rooftop vents, chimneys, aerials, antennas, lightning rods, roof top gardens plantings, exhaust flues etc

Activities causing non‐structural intrusions:

  • Artificial light
  • Reflected sunlight (Colorbond is an approved roof material with the exception of colours having solar absorbency lower than 0.35)
  • Air turbulence
  • Smoke, dust, steam and other gases or particulate matter

The Regulations on controlled activities differentiate between temporary (less than 3 months) and permanent. Temporary OLS penetrating controlled activities may be approved by GCA as a delegate of the Department of Infrastructure, Transport, Cities and Regional Development (DITCRD). Any permanent OLS or PANS-ONS penetrating controlled activity requires approval by the DITCRD. Any permanent intrusions of the PANS-OPS surface are prohibited.

OLS
PANS-OPS
Temporary
GCA
DITCRD via GCA
Permanent
DITCRD via GCA
N/A

A person who carries out a controlled activity without approval commits an offence under Section 183 of the Airports Act 1996 and may incur significant penalties.

BUILDINGS AND DEVELOPMENTS

A developer must fill out one of the two forms listed below for any development which may penetrate prescribed airspace.

Temporary Crane/Obstacle Approvals (less than 3 months)

Temporary obstacle intrusions must provide a completed assessment form at least 48 (business) hours prior to the proposed activity.
This form must include:

  • Location including latitude and longitude
  • Crane/obstacle operating height from ground
  • Ground level at site (AHD)
  • Operating times/dates
  • Reasons for operation
  • Lift plan (if required)
  • Builder and crane operator contact details
  • Ground level at site (AHD)

View the Temporary Crane/Obstacle Application form here

Permanent Obstacle Intrusion Approvals (greater than 3 months)

Permanent Obstacle Intrusion Approvals must provide the following information as part of an application for approval of permanent obstacle intrusion. The application should be submitted at least 2 months prior to the proposed construction.
This form includes:

  • Location including latitude and longitude
  • Building height (AHD)
  • Ground level at site (AHD)
  • Site address
  • Commencement times/dates
  • Lift plan
  • Builder and crane operator contact details

View the Permanent Crane/Obstacle Application form here

ASSESSMENT OF APPLICATIONS

If the application results in an intrusion to the OLS or PANS-OPS surface the airport is required to invite the following organisations to assess or comment on an application:

  • The Civil Aviation Safety Authority (CASA) – for an assessment of the impact on aviation safety and shielding
  • Airservices Australia – for assessments of proposals resulting in a penetration of the PANS-OPS surface or temporary redirection of flight paths
  • Aviation stakeholders/users

The stakeholder’s responses will then be reviewed, and a decision is made. From which the applicant will be formally notified on the decision. Duration of this process may take up to 8 weeks.

TYPE A CHART

The Type A chart is an ICAO chart which identifies information on all significant obstacles within the take-off area of an aerodrome up to 10 km from the end of the runway.

You can request a copy of the Type A Chart by emailing airsidesafety@gcal.com.au

FURTHER INFORMATION

For further information you can contact airsidesafety@gca.com.au or phone 07 5589 1100.

DRONE USAGE

Drones, Unmanned Aerial Vehicles (UAVs) or Remotely Piloted Aircraft (RPA) laws vary depending on whether you are flying for fun (recreationally) or commercially. For information on the laws and regulations surrounding drone operation, please visit the Civil Aviation Safety Authority (CASA) website by clicking here.

More information on new drone apps for commercial and recreational flyers is available here.

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