9 February 2019
The Kuala Lumpur International Airport 2 (klia2) has exceeded the targets in all seven elements under the Quality of Service (QoS) performance measure in November 2018, said Malaysia Airports Holdings Bhd (MAHB).
KLIA’s main terminal, meanwhile, exceeded the targets in seven out of eight elements, MAHB said in a statement today.
The service levels at both terminals were measured separately.
The targets are set by the Malaysian Aviation Commission (Mavcom) under the QoS framework and is a service performance measure meant to ensure consistent passenger comfort at the airport.
Among other things, the targets include cleanliness of passenger toilets and availability and reliability of lifts, escalators and walkalators.
“Although KLIA’s main terminal had missed the target set for washroom cleanliness by a small margin of two percentage points at 88%, I am especially delighted to see that klia2 had maintained its excellent record.
“Nevertheless, the recent results will serve as an impetus for us to strive harder in ensuring that service levels exceed guest expectations,” said MAHB chief executive officer Raja Azmi Raja Nazuddin.
He said MAHB had instructed and ensured that its cleaning contractors take immediate remedial actions to step up their performance and service levels for washroom cleanliness at the terminal.
“Meanwhile, we are continuing the efforts to consistently delight our guests. Among new initiatives that have been very well-received by passengers are the availability of free wheelchairs and baby strollers at klia2,” he added.