MALAYSIA AIRPORTS HOLDINGS BHD (MAHB) acting group chief executive officer Raja Azmi Raja Nazuddin said in a statement today that meeting the QoS targets was one of the many initiatives the company was doing to improve guest experience.
"At the core, we want to transform the mindset of our people and imbue them with a first-world service culture,” he said, noting that recently MAHB launched the 'Happy Guests, Caring Hosts' service culture transformation programme.
Initiated in September, QoS was a service performance measure that was meant to ensure consistent passenger comfort at the airport and improved airport user experience for stakeholders, he said.
In the first month of the QoS implementation, Raja Azmi said, three elements were measured, namely cleanliness of the passenger toilets, condition of the staff toilets and reliability of the ramp Wi-Fi.
He said the second month saw the addition of five new service elements measured, namely availability and reliability of Aerotrain service at KLIA Main Terminal, people movers such as lifts, escalators and walkalators, passenger boarding bridges (aerobridges), efficiency of the visual docking guidance system for aircraft, and operator readiness prior to aircraft on-clock time upon arrival.
"We are delighted that we were able to continue exceeding the service targets at both terminals even with the addition of five new service elements, bringing the total to eight," Raja Azmi said. - Bernama
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