SEPANG: The Malaysian Aviation Commission (Mavcom) has reiterated it is not around to punish and penalise players in the aviation industry but rather to push them to improve services for passengers and visitors alike.
Executive chairman Datuk Seri Saripuddin Kasim said that at one time, the Kuala Lumpur International Airport (Terminal 1) used to be one of the best airports around and still has plenty of potentials to reign in the title once again.
“This is why the Airports Quality of Service (QoS) Framework has gone into implementation for Terminal 1 and Kuala Lumpur International Airport Terminal 2.
“We are embarking on phase two at the moment, with 20 elements out of the 28 fully implemented for Terminal 1 and 2 as of to date,” he told reporters at Mavcom’s appreciation ceremony here yesterday.
He added that Mavcom will implement the remaining two queuing time elements by the fourth quarter of this year, which will include check-in counters and kerbside pickup or drop-off areas.
According to Saripuddin, the framework was a result of multiple engagements between authorities like the Royal Malaysia Police, Royal Malaysian Customs Department, Malaysia Airports Holdings Bhd
(MAHB) and the Immigration Department of Malaysia, among others.
He said airports across Malaysia can be guided by the standards set in the framework so everyone is aligned with common goals.
Currently, Mavcom has implemented elements in Langkawi International Airport and Kota Kinabalu International Airport.
“We hope to fully implement all 28 elements of the framework for Terminal 1 and 2 by the end of this year.
“There are development stages ongoing in Johor Baru Senai International Airport, Miri Airport and Kuching International Airport as we speak,” he said.
He added that by 2027, he hopes every airport in Malaysia will fall under the framework.
On whether the framework will only be implemented on airport operators, Saripuddin said airlines are guided by the Malaysian Aviation Consumer Protection Code 2016.
“This is enforceable for both local airlines and airlines that operate to Kuala Lumpur. In a month or two, we will be finalising more on this code.
“With both these frameworks to guide airlines and operators, we are hopeful that it will continue benefiting customers,” he said.
Mavcom Consumer and Public Affairs director Pushpalatha Subramaniam said that as regulators, the agency could impose a penalty on operators found in non-compliance.
“There is a non-compliance clause in the framework that imposes a 5% fee of their aeronautical revenue. From 2018 onwards, we’ve collectively imposed a penalty of RM2.9mil on MAHB for non-compliance in Terminal 1 and 2,” she said.
As for agencies like immigration, no penalties can be imposed on them but rather any issues of non-compliance will be published on Mavcom’s website for the public to see.
Simultaneously, as all other agencies work together to create a more seamless experience for passengers, Immigration Department deputy director Nooruladzim Ateman said they had drawn up plans and strategies to continue to improve on clearances and checks.
“For instance, our KPI (key performance indicator) according to the framework will be now to clear 85% of passengers set for departure in 20 minutes.
“During peak hours, we will leave the 15% to allocate for the heavier amount of people. For arrivals, we aim to clear 90% of passengers in 25 minutes. For transfers, our goal is to get them through in 10 minutes,” he said.
To aid with this, Nooruladzim said the agency will digitise and continue working on its strategies together with the government.
“At the moment, there are 10 countries that can utilise the autogate systems in our airports. The government will very soon announce another country, totalling it to 11 countries that will be able to go through the autogates,” he said.
Meanwhile, Saripuddin said the newly adjusted rates of transit passenger service charge (PSC) is fair to operators like MAHB and is unlikely to affect its competitiveness in the global arena.
He said the PSC has always been based on facilities provided by airports and the usage of those facilities.
“Currently, transit passengers are using the airports in Malaysia for free. For example, someone from the UK flying to Australia and transiting in Terminal 1 uses the airport facilities at no cost.
“So it makes sense to have a transit PSC because operators need money to maintain and upgrade their services as well,” he said.
He added that this transit PSC is not something new as it has already been in practice for many transit countries like Dubai, Bangkok and Singapore.
The airport transit fee as well as the revised PSC rates for Asean and non-Asean destinations at Terminal 1, KLIA Terminal 2 and other airports in Malaysia will come into force starting June 1 this year to Dec 31, 2026.
