3 July 2023
Kuala Lumpur International Airport (KLIA) has joined the world’s first and only Airport Customer Experience Accreditation (ACEA) programme to ensure continuous service excellence.
KLIA achieve its first accreditation and joins other airports worldwide such as Abu Dhabi International Airport, Hong Kong International Airport and Incheon International Airport.
Malaysia Airports Holdings Bhd (MAHB) managing director Datuk Iskandar Mizal Mahmood said. KLIA’s participation in the programme will be a long-term commitment for the airport as it strives to provide the best in every aspect of operational processes and practices.
“We are happy to announce that KLIA will be moving ahead and levelling up in this programme to further ensure a seamless passenger experience. Over the past few months, we have introduced and expedited new initiatives to meet the evolving needs of passengers.
“We hope to simplify our services for passengers and reignite the joy of travelling. We aspire to get KLIA back into the top tier rankings of the world’s best airports by creating the best experiences for passengers as per our brand promise of hosting joyful connections,” he said in a statement today.
The ACI ACEA is the first and currently the only customer experience accreditation in the aviation industry which guides the airport ecosystem in becoming customer-centric and ultimately improving the overall airport experience.
It focuses on eight different domains comprising customer understanding, strategy, measurement, operational improvement, governance, airport culture, service design or innovation, and airport community collaboration.
“KLIA has been accredited for recognising and establishing customer experience as a priority which is communicated both internally and externally. This is executed by setting a fundamental structure through a thorough understanding of customer expectations, satisfaction and feedback,” MAHB said.
The airport management team will be engaging more with the public during on-ground events and sharing the importance of having a great airport culture and environment for the next accreditation level.
Meanwhile, MAHB said for May 2023, the total passenger movements for operations in Malaysia was recorded at close to 6.8 million, an increase of eight per cent from 6.3 million in the preceding month.
The airports recorded 2.9 million international passenger movements and 3.8 million domestic passenger movements respectively.
On the whole, Malaysia’s performance contributed to almost 70 per cent of the group’s total global passenger movements at 9.9 million passengers last month.
In Türkiye, Istanbul Sabiha Gökçen International Airport surpassed the three million mark for the first time post-pandemic for total passenger movements in May 2023.
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