KLIA soars to the top in global airport service quality survey


  • Nation
  • Saturday, 30 Jan 2021

PETALING JAYA: The Kuala Lumpur International Airport (KLIA) has bagged the top spot in the global Airport Service Quality (ASQ) survey by Airports Council International (ACI).

ASQ benchmarks the world’s best airports in terms of overall passenger satisfaction for terminal safety, facilities, services, and cleanliness.

Malaysia Airports Holdings Berhad (MAHB) said KLIA achieved a perfect score of 5.0/5.0 for ASQ's category of over 40 million passengers per annum (mppa) in Q4 2020.

"KLIA's improved global rank and service levels are also augmented by passing all elements in the Quality of Service (QoS) framework for Q3 2020 as recently announced by the Malaysian Aviation Commission (MAVCOM)," it said in a statement on Saturday (Jan 30).

QoS measures passenger satisfaction and service performance to ensure consistent passenger comfort and improved travelling experience at the airport.

MAHB noted that KLIA's implementation of new travel protocols allowed it to hit full score on the ASQ element of "feeling safe and secure", while others which contributed to the improved service level of KLIA include its newly refurbished washrooms and exceptional customer experience for passengers.

Malaysia Airports' group chief executive officer Datuk Mohd Shukrie Mohd Salleh said the achievement marked the group's continuous effort to progress during this lull period in order to ensure the airports' readiness and improved services when air travel picks up.

"We took the opportunity to expedite many initiatives last year so that we are able to safely welcome passengers and give them an elevated experience once the borders reopen.

"We are elated that we have managed to keep up the pace with some of the newer airports that have also achieved perfect scores for ASQ.

"KLIA may be 24 years old and operating since 1998, but we have proven that it can still achieve top-notch service levels with concerted commitment and dedication from all the airport employees and stakeholders," he said.

MAHB revealed that it has installed safety protocols such as robust high-end thermal scanners and sanitisation through UV light.

"On top of that, long-term initiatives such as our three-year washroom refurbishment project involving 225 washrooms have also been 80% completed with the remaining due to complete by June 2021.

"The new toilets with enhanced ambiance and amenities have contributed significantly to the improved passenger experience," it said.

MAHB is also looking into improving its baggage handling system (BHS) and installing new aerotrains to improve services at its airports.

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