MAHB exceeded Mavcom’s quality of service targets, says CEO

The Kuala Lumpur International Airport, where the Airport QoS framework was rolled out in September. (Bernama pic)

SEPANG: Malaysia Airports Holdings Bhd (MAHB) exceeded the service targets in the Airport Quality of Service (QoS) framework launched by the Malaysian Aviation Commission (Mavcom) in September with exemplary results.

MAHB acting group CEO Raja Azmi Raja Nazuddin said the Kuala Lumpur International Airport (KLIA) had performed well beyond the passing scores for the first month’s results. He said the team vowed to continue delivering good service levels for the benefit of passengers.

“The Airport QoS framework helps to maintain the consistency of our airport performance. We have acted promptly on feedback by stakeholders as this is very important for us to deliver the expected service levels,” he said in a statement here today.

The first phase of the framework implemented at KLIA measured the quality of its service, including cleanliness of public toilets, the condition of staff toilets and the reliability of ramp Wi-Fi at both its main terminal and klia2.

Raja Azmi said when the Airport QoS framework was first rolled out in September, KLIA achieved a 98% score over the targeted 90% for the cleanliness of its washrooms.

As for staff washrooms, Raja Azmi said KLIA scored an average of 94.5%, above the targeted passing score of 80%.

“The other service quality element that was measured was ramp Wi-Fi whereby both terminals at KLIA achieved a passing rate,” he said.

The Airport QoS framework aims to guide airports in operating efficiently and providing a seamless experience for passengers and the airport community.

The monthly inspection, conducted by Mavcom, evaluates the quality of services at airports and ensures that vital facilities such as washrooms meet the requirements and guidelines set by the agency.

Raja Azmi said more service quality elements had been implemented since last month. The list now includes the availability of the Aerotrain, lifts, escalators, walkalators, aerobridge and aerobridge operators, as well as the service provided by the Visual Docking Guidance System. - FMT