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07 March 2017

SEPANG – Malaysia Airports is pleased to announce that Langkawi International Airport (LIA) was voted Top 3 Best Airport in the Airport Council International (ACI) Airport Service Quality (ASQ) Award 2016 for Size - 2-5 million passengers per annum (MPPA) category.

LIA’s maiden win was in 2013 when the airport participated in the survey for the first time. It then won for the second year running in 2014 as the "Best Airport by Region (Asia Pacific) for Fewer than 2 Million Passengers per Year (0-2 MPPA) category. Due to impressive growth of LIA in 2014, the airport has moved into a new category for 2- 5 MPPA starting in 2015.

The ACI ASQ survey measures service quality at airports based on passenger feedback. For 2016, LIA had achieved high scores for elements such as courtesy and helpfulness of airport staff, walking distance inside the terminal, safety and security at the airport, as well as waiting time at passport/personal ID inspection.

Datuk Badlisham Ghazali, Managing Director of Malaysia Airports expressed his delight of the award, “This award validates our ongoing efforts in improving service excellence. It is evident to me that our staff at Langkawi International Airport truly embraces the company’s mission of creating joyful experiences at our airports. Langkawi already has many attractions to offer visitors, a good experience at the airport will be the icing on the cake.”

“I would like to congratulate all the work force at Langkawi International Airport for their collective effort in making this possible. I would also like to commend the Government for their efforts in promoting Langkawi as a tourist destination. Malaysia Airports will certainly play our role in helping to increase tourist numbers into our country,” he added.

LIA handled a total of 2.7 million passenger movements in 2016, enjoying a double digit growth of 13.6%.

In 2012, Malaysia Airports re-modelled LIA into a world-class leisure airport, introducing new concepts and brands to appeal to the cross section of international tourists who frequent the island resort annually. Langkawi International Airport was also earmarked as a Leisure Airport Model in line with Tourism Malaysia’s effort of marketing the island as a premier travel destination.

“I am delighted that as we celebrate the 10th anniversary of helping airports understand how best to serve their customers with the ASQ Programme, we see our largest group of winners ever,” said Angela Gittens, Director General, ACI World. “These airports have dedicated themselves to delivering a stellar customer experience. Promoting a culture of continuous service improvement has become a matter of gaining competitive advantage and optimising non-aeronautical revenue performance. ACI proudly recognises these accomplishments and we look forward to seeking more effective, efficient and profitable ways of serving the flying public together.”

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. Every year, the Programme delivers some 600,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants. Each airport uses the exact same survey, creating an industry database that allows airports to compare themselves to other airports around the world. The ASQ Programme also has a feature that facilitates sharing of best practices among airport operators. 

The ASQ Awards are presented to those airports whose customers have rated them the highest over the course of the year. The categories have been designated to recognize the achievements of airports of different sizes and in different regions.  

The ASQ Awards Ceremony will be held at the 27th ACI Africa/World Annual General Assembly, Conference & Exhibition in Port Louis, Mauritius, 16–18 October 2017.

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