SEPANG – KL International Airport (IATA Code: KUL) achieved a perfect score of 5.0/5.0 and gained top spot in the latest global Airport Service Quality (ASQ) survey by Airports Council International (ACI) for the category of over 40 million passengers per annum (mppa) in Q4 2020. KUL’s improved global rank and service levels are also further augmented by passing all elements in the Quality of Service (QoS) framework for Q3 2020 as recently announced by the Malaysian Aviation Commission (MAVCOM). Among the main contributors to the improved service levels at KUL last year include 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.
According to group chief executive (Group CEO) of Malaysia Airports, Dato’ Mohd Shukrie Mohd Salleh, “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. 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. KUL 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.”
New travel measures including the implementation of safety protocols such as robust high-end thermal scanners and sanitisation through UV light, have been implemented efficiently at KUL to provide a heightened experience in passenger safety and comfort. On top of that, long term initiatives such as our 3-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 ambiance and amenities have contributed significantly to the improved passenger experience.
Meanwhile, our Host Culture Transformation programme had successfully uplifted the standards of customer experience provided by the entire airport community. Based on the service philosophy of ‘Happy Guests, Caring Hosts’, the programme was also awarded Silver for Customer-Centric Culture’ category at the prestigious International Customer Experience Awards (ICXA ’20) last year. To date, we have trained about 10,000 people at our airports nationwide to embody this service culture.
Dato’ Mohd Shukrie further 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.”
For its latest quick win, Malaysia Airports is extending the quick response (QR) codes feedback at toilets to more of its airports nationwide. The QR code is made available at each cubicle so that passengers can just use their smartphone and quickly send us their feedback. This efficient and technology-driven approach has been implemented at KL International Airport (IATA Code: KUL) for the past 2 years and is now replicated at Sultan Abdul Aziz Shah Airport (IATA Code: SZB), Kota Kinabalu International Airport (IATA Code: BKI) and Langkawi International Airport (IATA Code: LGK).
Another quick win implemented this month is the Front Liner Behavioural Assessment digital platform designed to further inculcate elements of a caring host to more than 2000 front liners at KUL. This platform which is part of our Airports 4.0 journey aims to improve service levels by equipping front liners with bite-size e-learning skills and real time notifications to disseminate important practices such as safe traveling tips to passengers. To date, the platform has resulted in at least 20% improvement in each individual front liner’s performance rating score.
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.