21 December 2018
The Kuala Lumpur International Airport and the neighbouring klia2, collectively known as KUL, have passed with flying colours the Malaysian Aviation Commission’s latest audit on the quality of service.
Malaysia Airports Holdings Berhad (MAHB) said KUL had exceeded the service quality targets of Mavcom’s October 2018 Quality of Service (QoS) framework, which measures passenger and user experience for stakeholders.
Both airports were evaluated separately, and achieved near perfect scores of 99 and 100.
In the first month of the QoS implementation, the cleanliness of toilets and the reliability of the ramp Wi-Fi were measured.
This time around, it also measured the Aerotrain service at KLIA, as well as lifts, escalators, walkalators and aero bridges.
The process also measured the efficiency of the Visual Docking Guidance System (VDGS) for aircraft, and operator readiness prior to aircraft on-chock time upon arrival.
MAHB acting group chief executive Raja Azmi Raja Nazuddin said MAHB was able to exceed the service targets at both terminals despite the additional checks in the audit.
“As an aspiring service leader, consistency of service levels at the airport is crucial in enhancing 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, adding that a programme called “Happy Guests, Caring Hosts” was recently launched towards this end.
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