SEPANG – KL International Airport (IATA Code: KUL) again exceeded the service quality targets in October 2018 set under the Malaysian Aviation Commission (MAVCOM) Airport Quality of Service (QoS) framework. Initiated in September 2018, QoS is a service performance measure that is meant to ensure consistent passenger comfort at the airport and improved airport user experience for stakeholders.
In the first month of the QoS implementation, three elements were measured i.e. cleanliness of the passenger toilets, the condition of the staff toilets and the reliability of the ramp Wi-Fi. The second month saw the addition of five new service elements measured i.e. availability and reliability of Aerotrain service at KLIA Main Terminal, availability and reliability of people movers such as lifts, escalators and walkalators, availability and reliability of passenger boarding bridges (Aerobridges), efficiency of the Visual Docking Guidance System (VDGS) for aircraft, and operator readiness prior to aircraft on-chock time upon arrival.
Acting group chief executive officer of Malaysia Airports Raja Azmi Raja Nazuddin was elated with the recent QoS results, saying, “We are delighted that we were able to continue exceeding the service targets as both terminals even with the addition of five new service elements, bringing the total to eight. As an aspiring service leader, consistency of service levels at the airport is crucial in enhancing guest experience.”
“Meeting the QoS targets is a fraction of the many initiatives we are doing to improve guest experience. At the core, we want to transform the mindset of our people and imbue them with a first-world service culture. That was why we recently launched the ‘Happy Guests, Caring Hosts' service culture transformation programme recently,” he added.
KUL achieved the following scores for the service quality elements in the Airport QoS framework for the month of October. Service levels at both terminals in KUL, KLIA Main Terminal and klia2 were measured separately:
| Service Quality Element | Implementation Status | Measurement Mechanism | Target | Terminal | |
|---|---|---|---|---|---|
| KLIA | klia2 | ||||
| Cleanliness of Washrooms | Live from Sept '18 onwards | Independent Inspection | 90% pass | 98% | 99% |
| Ramp Wi-Fi | Live from Sept '18 onwards | Independent Inspection | Pass | Pass | Pass |
| Staff Washrooms | Live from Sept '18 onwards | Independent Inspection | 80% pass | 95% | 94% |
| Aerotrains TTS- 2 Trains | Live from Oct '18 onwards | Equipment Availibility | 98.00% | 98% | N/A |
| Aerotrain TTS- 1 Train | Live from Oct '18 onwards | Equipment Availibility | 99.50% | 100% | N/A |
| Lifts, Escalators & Walkalators | Live from Oct '18 onwards | Equipment Availibility | 99.50% | 99.89% | 99.66% |
| Aerobridge Availability | Live from Oct '18 onwards | Equipment Availibility | 99.50% | 99.92% | 99.99% |
| VDGS Availability | Live from Oct '18 onwards | Equipment Availibility | 99.50% | 100% | 99.99% |
| Operator available before 10 minutes of on-chocks time | Live from Oct '18 onwards | Operator Availability | 95% of arrivals | 100% | 99.89% |
| Operator available before 5 minutes of on-chocks time | Live from Oct '18 onwards | Operator Availability | 99% of arrivals | 100% | 99.89% |