Malaysia Airports Works with Airlines to Reassign The Check-In Counters For A Seamless Passenger Journey
SEPANG – Malaysia Airports is currently working with 9 airlines partners; Malaysia Airlines (MH), Malindo Air (OD), Thai Smile (WE), Vietnam Airlines (VN), Pakistan Airlines (PK), Royal Jordanian (RJ), Cathay Dragon (KA), Philippines Airlines (PR) and Bangkok Airways (PG) at the Main terminal of KL International Airport (IATA Code: KUL) to redistribute two rows of check-in counters (CIC) and relocate several self check-in kiosks to improve the passenger experience for a seamless traveling journey. With this initiative, the terminal aims to achieve an equal distribution of passenger flow at all CIC rows during peak periods. Starting from 7 August 2019 onwards, all MH passengers flying economy class to international destinations will have to proceed to check in at Row H. Meanwhile, airlines that are currently operating at Row H, i.e. WE, VN, PK, RJ, KA, PR and PG will move to Row C, and OD will move to Row F.
According to Malaysia Airports group chief executive officer Raja Azmi Raja Nazuddin, the organisation remains committed in improving the passenger journey at the airport. “We are very pleased to work with MH and the other airlines in implementing this initiative. This is a united effort by the airport community to step up and project the caring host service culture that we are pursuing to ensure passenger comfort at every step of the way,” he said.
Raja Azmi went on to share that heavy passenger flow at the departure check-in area on Level 5 is very visible especially during peak periods. “Hence, we have been working closely with MH whose passengers make up to more than half of the total passengers that we serve in the main terminal. Both parties have agreed to work together to improve the passenger flow and experience,’ he further added.
Malaysia Airlines Group Chief Executive Officer Izham Ismail said “We look forward to the relocation as this ensures our guests a seamless and comfortable check-in and baggage drop off. Passengers can now check-in conveniently at the assigned CIC rows and expect a shorter waiting time. This fulfills our brand promise of providing our guests Malaysian Hospitality in enhancing their travel experience via improvements made to our products and services.”
For the past 21 years, MH has been operating at CIC Rows B, C, D serving more than 4,000 passengers out of the total 8,000 passengers that are also served by the other airlines at the CIC Rows A, E, F, G from 6 to 9am daily. As for CIC Rows H to M, the number of passengers that are served by other partner airlines during the same time period, is less than 2,000. With the new reassigned CIC rows, MAHB hopes to achieve an equal distribution of passengers at all rows that will significantly reduce the current flow by at least 50%.
On top of that, the initiative will also encourage more passengers to use the self check-in kiosks for a more seamless travel experience. A total number of 24 kiosks will be relocated to the front of CIC island G/F until L/M.
Together with MH, MAHB will be rolling out a communications campaign to inform passengers of the new CIC Rows through our social media platforms and signages at the airport. Passengers can get the latest updates on this initiative on our Facebook and Instagram accounts (Handle: Malaysia Airports) as well as via Twitter (Handle: MY_airports).