30 January 2021
The ASQ survey was administered by Airports Council International (ACI) for the category of over 40 million passengers per annum in the fourth quarter of 2020 (4Q20).
In a statement today, MAHB said among the main contributors to the improved service levels at KLIA last year are the implementation of the new travel protocols that achieved full score for the ASQ element of ‘feeling of safe and secure’, the newly refurbished washrooms for the element ‘cleanliness and availability of washrooms’ and the exceptional customer experience provided to passengers for the ‘courtesy and helpfulness’ element.
It said the improved global rank and service levels are also further augmented by passing all elements in the Quality of Service (QoS) framework for 3Q20 as recently announced by the Malaysian Aviation Commission (Mavcom).
ASQ benchmarks the world’s best airports in terms of overall passenger satisfaction for terminal safety, facilities, services, and cleanliness. Similarly, QoS measures passenger satisfaction and service performance to ensure consistent passenger comfort and improved travelling experience at the airport.
“Both the latest ASQ and QoS achievements mark our efforts to continuously progress during the lull period in order to ensure airport readiness and improved services when air travel picks up again,” said MAHB group chief executive officer Datuk Mohd Shukrie Mohd Salleh.
“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,” said Mohd Shukrie.
MAHB said new travel measures including the implementation of safety protocols such as the high-end thermal scanners and sanitisation through UV light had been implemented efficiently at KLIA to provide a heightened experience in passenger safety and comfort.
On top of that, long-term initiatives such as its three-year washroom refurbishment project involving 225 washrooms have also been 80% completed with the remaining due to complete by June 2021.
The new toilets with enhanced ambience and amenities have contributed significantly to the improved passenger experience, the group said.
Mohd Shukrie added: “We must continue to enhance our offerings which is in line with our brand promise of hosting joyful connections at the airport. While we work on the larger projects such as the enhancement of our baggage handling system (BHS) and the replacement of new aerotrains, we will also be implementing quick wins to further restore passenger confidence and stay cognisant with the evolving demands of passengers and the aviation industry.”
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