31 January 2021
Kuala Lumpur International Airport (KLIA) has bagged the top spot in the global Airport Service Quality (ASQ) survey by Airports Council International.
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 yesterday.
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 their continuous effort to progress 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.