SEPANG- Malaysia Airports is pleased to announce the Quality of Service (QoS) results for KL International Airport (IATA Code: KUL) for the month of November 2018 where klia2 terminal continues to excel and exceeds targets set in all seven elements. Meanwhile KLIA Main terminal had exceeded targets in seven out of eight elements. Service levels at both terminals in KUL were measured separately:
The targets are set by the Malaysian Aviation Commission (MAVCOM) under the QoS framework and is a service performance measure meant to ensure consistent passenger comfort at the airport and improved airport user experience for stakeholders. Implemented in phases, it was first initiated in September 2018, and now measures of total of eight elements.
Malaysia Airports group chief executive officer (CEO) Raja Azmi Raja Nazuddin said, “Although KLIA Main had missed the target set for washroom cleanliness by a small margin of two percentage points at 88%, I am especially delighted to see that klia2 has maintained its excellent record. Despite being measured separately, as can be seen, klia2 offers similar facilities and services as KLIA Main and is performing even better. Nevertheless, the recent results will serve as an impetus for us to strive harder in ensuring that service levels exceed guest expectations. We have instructed and ensured that our cleaning contractors take immediate remedial actions to step up their performance and service levels for washroom cleanliness at the terminal. This is a signal of our commitment towards our service culture transformation. It is worth noting that the complaints on washrooms at KUL has reduced by 70% compared to 2017. This is a stark improvement resulting from all the efforts we have put in to increase the service quality such as implementing a washroom management response system that allowed our cleaners to be more proactive. Ensuring happy guests and becoming caring hosts require constant vigilance on service level standards.”
“Meanwhile, we are continuing in efforts to consistently delight our guests. Among new initiatives that have been very well-received by passengers are the availability of free wheelchairs and baby strollers at klia2.We have received numerous compliments on this service especially from passengers who are senior citizens or travelling with small children. No doubt, this has helped improved our Airport Service Quality (ASQ) score. Preliminary results for the first quarter of 2019 (Q1 2019) shows that KUL had scored 4.74 out 5 with KLIA Main and klia2 scoring 4.73 and 4.76 respectively. This is the highest ASQ score we have had since 2015,” he added further.
ASQ is a global passenger service benchmarking programme by Airports Council International (ACI), an international organisation that represents airports around the world.
Malaysia Airports will forge ahead in implementing the many service improvement initiatives for the benefit of all our airport guests. For updates, follow us at #1improvement1week on our social media platforms Twitter (@MY_Airports), Facebook (@malaysiaairports) and Instagram (@malaysiaairports); and learn what the team is doing to make your experience at the airport a better one. We will also continue to publish our monthly QoS results as part of efforts in transparent business practices. Feel free to drop us suggestions at CARE@malaysiaairports.com.my". We would like to hear from you.