These guidelines set out the expectation of presentation and standards across SYD Retail to ensure consistency and quality throughout the terminals, ultimately providing a world class experience for our customers.

Regular unscheduled audits are undertaken by Sydney Airport. These inspections include all tenancies, storeroom areas and back of house. 

1. Trading Hours

Premises must be open for business during the centre's core trading hours as follow:

2. Lease Lines

The lettable area of your business is the only area available for the displaying of your merchandise. Under no circumstances are any signs, merchandising bins, racks, etc to protrude into the concourse areas of the Airport.

All merchandise displays and signs must be kept within your lease line unless approved for a specific purpose. Retailers must obtain SYD consent to use any part of the Common Area for any business or commercial purpose or display or advertising.

3. Signage and Branding

Retail branding and signage is of the utmost importance to ensure the desired image of the product offer is displayed.

Signage which is handwritten, dirty, damaged, has visible tape or written on sub-standard material, is not permitted by SYD. Under no circumstances are pull-up banners, A-Frame signs or any other form of display boards to be placed outside your tenancy unless the permission of SYD has been obtained. Any signage which has not been approved will be removed.

Retailers must seek SYD consent before anything that affects the quality and standard of individual tenancies and presentation is undertaken.

4. Repairs and Maintenance

Retailers must adhere to lease requirements by undertaking planned preventative maintenance and repairs of the tenancy as required.

This includes, but is not limited to the following:

• Light globe replacement
• Retailers must keep display windows and their tenancy adequately lit during trading hours
• Service of all electrical equipment and cable management
• Repairs to broken tiles
• Repairs to any broken fixtures and fittings

5. General Cleaning Guidelines

To maintain a clean, safe, and welcoming environment for passengers and staff, retailers should adhere to the following cleaning guidelines:

• General Cleanliness: Keep all areas of the store, including glass storefronts, bulkheads, displays, countertops, and flooring, clean and free from dust, dirt, and clutter. Regular cleaning schedules should be established to ensure high standards of cleanliness at all times.
• Waste Management: Never stockpile boxes. Always dispose of them in the designated bins located in the waste rooms. Ensure waste is regularly collected and stored in the appropriate areas to avoid clutter and maintain hygiene.
• Safety Standards: Ensure that stock is never placed within one meter of a fire sprinkler to comply with fire safety regulations. This provides clear access for emergency services and prevents obstruction of fire suppression systems.
• Furniture and Fixtures: Clean and maintain all furniture or replace items as needed. Regularly sanitize fixtures and fittings to prevent the buildup of dust and dirt. Damaged or worn furniture should be repaired or replaced promptly to uphold store aesthetics.
• High-Touch Areas: High-touch surfaces such as door handles, counters, and displays should be regularly cleaned and disinfected to ensure hygiene and minimize the spread of germs.
• Air Conditioning and Ventilation: Regularly clean ceilings, air conditioning vents, and access panels to maintain optimal air quality and prevent the accumulation of dust or debris. Proper ventilation is crucial for a healthy in-store environment.
• Exhaust Cleaning: Food and beverage retailers with exhaust systems should hire a professional exhaust cleaning contractor to conduct regular scheduled cleanings. This helps prevent the buildup of grease and ensures the system functions efficiently.

For professional cleaning contractor services to ensure your store meets these guidelines, please contact the Retail Operations Manager.

6. Food Safety Guidelines

Retailers must adhere to the requirements set by the NSW Food Authority and relevant food safety standards. It is crucial to follow the guidelines provided by the NSW Food Authority in relation to the following points:

• Food Safety Plan: Establish and maintain an adequate food safety plan that meets the regulatory requirements and ensures safe food handling, storage, and preparation.
• Hand Washing: Ensure all staff are properly trained in handwashing techniques and have access to hand-washing facilities. Handwashing should be conducted regularly, especially after handling food, waste, or chemicals.
• Food Handling: Adhere to guidelines for proper food handling, including avoiding cross-contamination, maintaining appropriate temperatures, and storing food safely.
• Allergen Control: Implement procedures to prevent allergen contamination.
• Storage of Goods: Store all goods, especially food items, in the correct environment to prevent spoilage. Follow appropriate storage guidelines for refrigeration, freezing, and dry goods to maintain product integrity.
• Cleaning and Sanitisation: Regularly clean and sanitize all food preparation areas, equipment, utensils, and storage spaces. Use food-safe cleaning products to ensure a hygienic environment.
• Wash Up: Implement strict wash-up procedures for all cooking and food preparation utensils. Ensure that all dishes, utensils, and equipment are properly cleaned and sanitized after use.

For detailed food safety standards and legislation, please refer to the NSW Food Authority website.

7. Music

Portable speakers are not permitted, and music cannot be played within tenancies unless via speakers which have been approved at store design stage.

If in-store music is one of your merchandising tools, please ensure that the volume is controlled so that it does not interfere with other retailers and customers.

Any audio-visual mediums which may be heard or experienced outside the premises such as loudspeakers, video equipment, photographs, television or radio broadcasts, laser images or transmissions are not permitted.

8. Sustainability and Rubbish

• Single use plastics: Sydney Airport does not permit the use of single plastics including but not limited to: Plastic bags, plastic straws, stirrers, cutlery, plates and bowls (without lids), cotton buds, food ware and cups made from expanded polystyrene, rinse-off personal care products containing plastic microbeads
• Organics: The collection of organic waste from T1 Landside, T2 and T3 Food and Beverage tenancies continues. If you have additional organic waste, we kindly ask that you dispose of this in the small maroon 120-litre organic bins. These bins will be located in the BOH thoroughfare and within the waste rooms at each terminal.
• Rubbish: Rubbish is to be disposed of in the compactors provided. Under no circumstances should rubbish from individual​ stores be placed in the concourse area bins. Rubbish is not to be left outside the compactors.​

All general rubbish must be secured to avoid leakage or spillage in the common area while transporting it from your store to the green general waste compactor. All cardboard boxes must be flattened prior to placing in the blue cardboard compactor. Terminal trolleys must not be used due to hygiene.

9. Common Concourse Area

• Retailers must obtain SYD consent to use any part of the Common Concourse Area for any business or commercial purpose, display or advertising
• Retailers must not sample products, distribute flyers or utilise a spruiker in the concourse area before obtaining SYD approval.
• Retailers have a duty to keep the common mall area clear. Fire and escape doors must not be obstructed or blocked at any time
• All retailer fixtures and fittings (including signage) must sit within the lease line of the tenancy and not obtrude past the shopfront onto the concourse
• No sign, device fitting, furnishing is to be erected or constructed without the prior written consent of SYD 
• Spruiking or roaming promotions are not permitted 
• Rubbish must be stored properly prior to removal, ensuring it’s not visible from the common areas and not to be disposed of in the concourse area bins

10. Trolley Usage

Terminal trolleys are not to be used by retailers to transport stock or rubbish through the Terminal. Any trolley or equipment that is used for carrying goods must not mark or damage the floor of the Terminal.

11. Back of House

Although back of house areas of the terminals aren’t accessible to customers, it’s still imperative that all service corridors and areas to the back of house remain clean and clear to avoid potential risks to fire, safety and health.

• All rubbish is to be disposed of properly and immediately
• Goods cannot be stored above the height of wire cages
• A minimum clearance of one metre from fire sprinklers is to be maintained
• Ensure appropriate weighting of shelving
• Trolleys are not to be stored in service corridors
• Stock is not to be stored in service corridors
• CO2 cylinders must be secured appropriately to avoid them falling over
• If a spillage occurs in these areas, the spillage must be reported to the SYD Terminal Supervisors on T1 – 9667 9893 and T2/T3 – 9352 7475

Contact SYD Terminal Supervisors: T1 – 9667 9893 and T2/T3 – 9352 7475