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Safer, Contactless Dining with Malaysia Airports

What's Converging
Izzat Haziq

The airport operator embraces the new normal at its airports.

Since the start of the COVID-19 pandemic, airport operators around the world were pushed to introduce more stringent safety measures. This includes reconsidering existing procedures and reimagining a safer environment for passengers and visitors.

Malaysia Airports has also been taking extra steps to ensure a safer travelling experience at their airports. Recently, the airport operator introduced a contactless ordering and payment system at their food and beverage (F&B) outlets in KL International Airport. This improvement will be rolled out at Malaysia Airports’ network of airports in phases as a COVID-19 safety measure and also part of the Airports 4.0 digitalisation initiative. Now, guests will be able to skip the queue at the counter to make their order and proceed with their payment instantaneously online.

With contactless dining in place, customers can order their food with a simple scan of the QR code, available at the table using their smartphone. The QR code will then bring them to an online menu and customers can then proceed to order and pay through the various available online payment gateways provided by Visa, Mastercard, FPX, Touch ‘n Go, Boost, GrabPay and Alipay. It’s that easy!

The Group CEO of Malaysia Airports, Dato’ Mohd Shukrie Mohd Salleh said, “We diligently continue our efforts in making the airport environment safe for all our guests. This includes ensuring the safety of our facilities that are highly frequented by airport guests such as dining outlets.”

Dato’ Mohd Shukrie adds, “As mentioned before, our Airports 4.0 initiative involves digitalisation of the airport environment to enhance guests’ experience at critical touchpoints of the airport. With the onset of the pandemic, projects under Airports 4.0 are also helping us provide a contactless experience. With the recent lift on interstate travel, we are anticipating more passengers to travel domestically especially with the upcoming holiday season, so this latest measure is timely.”

Apart from adopting technology to ensure a safer guest experience, the contactless dining initiative also gives the added advantage of eliminating queues and reducing waiting times. What’s more, physical distancing at the outlets can also be effectively observed as guests will just need to collect their order from the counter once it is ready.

Leading the implementation of the contactless dining system, Malaysia Airports' subsidiary and the country’s largest airport duty-free and travel retail operator, Eraman, is rolling out the new measures at outlets under its management, such as all Marrybrown branches at KUL. This will then be followed by other Eraman outlets including Gloria Jeans Coffee, Food Garden, and Apron Bites, as well as other F&B outlets at various airports nationwide.

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