Airport Customer Experience

Improving customer experience and growing NSW’s tourism with the Newcastle Airport

Client Newcastle Airport
Sector Tourism & travel
Model Squad

Overview

Newcastle Airport started operations in 1947 and is the 13th busiest airport in Australia, handling over 1.25 million passengers annually. It supports over 3,300 jobs, and contributes over $1 billion annually to the economy of the Hunter Region.

Jetstar, Virgin Australia, and QantasLink airlines operate from the Newcastle Airport, along with a host of smaller enterprises.

Mudbath has worked with the airport since 2019 and still has a prosperous and ongoing relationship. Our previous initiatives aimed at improving customer service and infrastructure within the airport and increasing tourism in the Hunter region.

View the Newcastle Airport website

Technology

ASP.NET MVC
Umbraco
Azure storage
Xml Importer
Angular

Newcastle Airport desktop arrivals website screen

Research and Development

Customer experience and airport infrastructure

Mudbath has worked with the airport on a number of different discovery pieces. A quantitative and qualitative research piece was carried out, focusing on the customer experience, needs, and expectations of the airport's facilities and future endeavours. This work had a strong focus on accessibility, which informed the website redesign and replatform to ensure a customer-centric end result that could scale with the business indefinitely.

Other engagements were aimed at the airport staff's experience and infrastructure, looking at workflow, process, onboarding, and staff needs to understand any gaps and improvements that could be made to improve the employee’s day-to-day lives and reduce any superfluous tasks.

Product development

Website redesign & replatform

Flying can be a stressful experience, but for anyone with health conditions or impairments, or someone travelling with young children, it can be an incredibly difficult endeavour and can discourage participation. When redesigning the website, creating an environment that helped with planning around facilities available and airport processes was key to providing passengers with confidence and certainty.

The airport also acts as a gateway to the Hunter region. With an abundance of scenic camping areas, the Hunter Valley vineyards, the annual V8 supercars, and a multitude of music events, creating a platform that promoted and encouraged tourism was one of the primary focuses of the redesign. Taking into consideration an easy-to-use system that allowed for rapid content creation and promotion.

Through an in-depth solution architecture analysis of the airport’s existing systems and integrations, a detailed product roadmap, and a robust development engagement, Mudbath implemented a fully responsive platform that provides a simple solution for the content team that can scale with the airport.

It provides up-to-date information about flight schedules, insights for different demographics, parking calculators, and customer and business news around the ongoing development of the airport and the Hunter region.

Get in touch

Interested in learning more about our work with Newcastle Airport or any other projects?

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