Virgin Australia Case Study - MBS The challenge Sydney Airport is the hub of Virgin Australia’s airline operation, with more than 30,000 travellers arriving and departing daily. As Manager Sydney Airport, Robert D’Alessio leads a team of 700 staff, who are together responsible for delivering a safe, friendly and reliable customer experience for Virgin’s clients at Australia’s biggest airport. “It’s a fast-paced industry and the expectation is high,” says Rob’s manager, Lorie Jardine, General Manager for Ground Operations. “With the airport servicing more than 60 per cent of our aircraft, a ripple in Sydney sends a tidal wave through the entire Virgin network.” Achieving the balance between strategic, tactical improvement and day-to-day management is critical to Sydney’s operations. “There’

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