SEPANG: Six service quality elements, mainly focused on queuing times, will be implemented at KL International Airport (KLIA) Terminal 1 and Terminal 2 by the Malaysian Aviation Commission (Mavcom) from next month onwards.
The regulator said the elements are part of its efforts to ensure continuous improvements in the quality of services for the comfort of airport users.
“These include passenger security search, inbound, outbound and transfer queuing for immigration, as well as inbound and outbound customs,” it said in a statement.
Mavcom added that it 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.The commission said thus far, 20 out of 28 service quality elements have been implemented at KLIA under the Airports Quality of Service (QoS) Framework.
“Such developments are aimed at enhancing consumer comfort and upgrading the level of service provided to airline passengers and baggage handling services at airports, which serves as the gateway to Malaysia,” it said.
Mavcom executive chairman Datuk Seri Saripuddin Kasim said the Airports QoS Framework underscores the commission’s commitment to sustainably enhance the aviation experience for airport users.
“By fostering cooperative partnerships and maintaining transparency, we are dedicated to elevating the quality of services across all airports, ensuring seamless travel experiences and heightened consumer satisfaction,” he said.
Mavcom intends to fully implement the framework across all international and domestic airports in Malaysia, said the statement.
So far, Mavcom has commenced the implementation of the framework at Kota Kinabalu International Airport and Langkawi International Airport.
The implementation for Kuching International Airport, Miri Airport and Senai International Airport are in its development phases and are expected to be implemented by the third quarter of this year.
Airports planned for development in the fourth quarter of this year will include Sultan Abdul Aziz Shah Airport, Penang International Airport, Kota Baru Sultan Ismail Petra Airport, Sibu Airport and Bintulu Airport.
As for the remaining airports, the framework will be implemented progressively until 2027, said the statement.
