11 October 2020
Despite the Covid-19 pandemic restricting international travel, the Kuala Lumpur International Airport (KLIA) has earned a Top 10 ranking in the latest global survey by Airport Service Quality (ASQ), a programme carried out by Airports Council International.
In a statement announcing the news, Malaysia Airports said KLIA leapt from 17th last year to ninth in the ranking for 1H 2020 among airports of similar capacity despite the challenging times.
KLIA achieved an improved overall score of 4.94 out of 5.00 – from 4.69 in 2019 – and the success included scoring a perfect 5.00 for the overall satisfaction by both business and leisure passengers.
The airport also scored 4.99 for cleanliness of its terminal and 4.97 for the availability of washrooms.
According to Malaysia Airports group chief executive officer Datuk Mohd Shukrie Mohd Salleh, the tremendous improvements in both ranking and score were made possible through the steadfast commitment and continuous efforts made by the KLIA team to elevate its service level for a safe and joyful airport experience.
“I am extremely proud of the team for KLIA’s stellar ASQ performance to date this year. Despite challenges arising from new normal requirements in airport operations, the whole airport community displayed a strong spirit of collaboration and came together as one to elevate KLIA’s service performance in the eyes of the world,” he said.
He also said that KLIA set up an operational excellence division “to ensure a new air travel journey that remains hassle-free and safe for passengers.”
“This will contribute greatly to restoring confidence in air travel,” Shukrie said.
With processing time at various checkpoints, especially during peak periods, having increased due to new procedures, it has prompted the division to lay out short-term and long-term plans to overcome the situation.
The team also took steps such as placing the MySejahtera QR code at more locations and devising the ideal locations for physical distancing markers while practising the highest standard of hygiene, the statement added.
It is also exploring the latest technology such as contactless self-check-in kiosks and 3D internet of things (IoT) for real-time information on crowd density situational awareness alert.
“This year, we are focusing mostly on safety initiatives as part of our efforts to reinstil passenger confidence in air travel,” said Shukrie.
In a Facebook post, Transport Minister Datuk Seri Dr Wee Ka Siong congratulated the KLIA management and staff, as well as Malaysia Airports Holdings Bhd.
“I believe this success will continue in the future with the seriousness and roles played by all parties.
“It is not just about providing the best service to domestic and international consumers, it also benefits the country overall.
“Keep it up!” he said.