SEPANG - Malaysia Airports Holdings Berhad (MAHB) through its KLIA Engineering division bagged the Industry Award in the Best Practices of Complaint Management category for Train Transit System (TTS) at the Land Public Transport Commission (SPAD)’s Land Public Transport (LPT) Symposium 2016 Gala Dinner & Industry Awards held at Kuala Lumpur Convention Centre recently. This award is presented to operators who have showcased efficiency and excellence in their daily operations by adopting an innovative approach in solving challenges to raise service standards within the LPT industry.
Ir. Khairiah Salleh, General Manager of Engineering expressed her delight on receiving the award, “This award was presented to us for our complaint management efforts in 2015 whereby we provided immediate response to all complaints and resolved them within 7-15 working days. It also validates our ongoing efforts in improving service excellence at our airports as part of our Total Airport Experience (TAE) initiative – a strategic pillar under the Malaysia Airports five-year business plan, Runway to Success 2020 (RtS2020). Even though the KLIA Engineering division is not normally customer-facing, we embrace the company’s aim to transform into a service leader in line with our mission to create joyful experiences at our airports.”
The TAE initiative is structured into three key areas – meeting basic needs, providing unique experience and creating memorablemoments. Complaint management is part of meeting basic needs. In the case of managing complaints regarding the TTS or aerotrain, we have put in place several measures to ensure that our passengers’ joyful experience is not compromised
These measures include making available a conducive alternative to the aerotrain by deploying six buses to ferry passengers in the event of our aerotrains malfunctioning. Passengers who take the bus are actually able to enjoy an unhampered view of KLIA’s airside area. Malaysia Airports has also assigned dedicated mobile customer service officers or CARE ambassadors to usher passengers, monitor their wellbeing, help carry their hand luggage, as well as assist special-handling-passengers such as the elderly and disabled to get to the Bussing Lounge via the escalator located next to the aerotrain station and also when boarding the buses. Ample signage have also been put up at the aerotrain area for to to facilitate their journey to/from the Bussing Lounge.
Malaysia Airports is proud to receive this award and will continue to strive in providing creating joyful experiences for our passengers.