Amidst extreme conditions, KLIA paved its way in the global Airport Service Quality (ASQ) survey
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Malaysia Airports has always pride itself in providing the best airport experience to all airport guests as they look towards continuously hosting joyful connections. With the continuous efforts in carrying out improvement initiatives, KL International Airport (KLIA) was named one of the World’s Top 10 Airports in the global Airport Service Quality (ASQ) by Airports Council International (ACI) for the over 40 million passengers per annum (mppa) category in 2020.
Despite the impacts of COVID-19 which saw low passenger traffic movements in the airport, KLIA still forged ahead with initiatives to further improve passengers travelling experience. Its efforts have resulted in KLIA achieving an annual score of 4.98 over 5.00 in 2020. Some of the initiatives included the washroom refurbishment, formation of Operational Excellence teams to identify improvement initiatives and the Exceptional People Practice Playbook to guide its front liners in interacting with passengers.
Malaysia Airports Group CEO, Dato’ Mohd Shukrie Mohd Salleh said the latest achievement boosts the company’s pursuit for excellence. As the nation’s premier airport operator, Malaysia Airports is driven by passengers’ confidence and satisfaction in its facilities and services.
“At KLIA, we are prepared to safely welcome passengers with a heightened experience as air travel gradually recovers. This year, passengers can look forward to an improved journey including shorter wait times and facial recognition technology that are part of our Airports 4.0 digital transformation. In fact, we recently announced that we will be introducing private health safety screening services for passengers to enjoy faster clearance upon arrival.”
“We hope to restore passenger confidence with the COVID-19 swab test swiftly done within comfortable surroundings,” said Dato’ Mohd Shukrie in a statement, adding that the airport operator remains ahead of competition by staying cognizant with the evolving demands of passengers and aviation industry.
Since last year, travel restrictions that were implemented due to the Movement Control Order (MCO) greatly impacted the passengers’ traffic in all 39 airports managed by Malaysia Airports with a record of only 25.8 million passenger movements in 2020 for both domestic and international movements.
Malaysia Airports aims to break into the world’s top 5 airports for 2021 by ACI, the body evaluating the world’s best airports based on overall passenger satisfaction for terminal safety, facilities, services, and cleanliness. The airport operator remains optimistic on the resiliency of the demand in air travel as it continues its efforts in hosting joyful connection while ensuring a safe and seamless journey for its passengers.