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MAHB exceeds service targets in airport quality of service  framework

Last Update: 06/11/2018

SEPANG, Nov 6 (Bernama) -- Malaysia Airports Holdings Bhd (MAHB) exceeded the service targets in the Airport Quality of Service (QoS) framework launched by the Malaysia Aviation Commission (MAVCOM) last September, with exemplary results. 

MAHB Acting Group Chief Executive Officer Raja Azmi Raja Nazuddin said KL International Airport (KUL) performed well beyond the passing scores for the first month’s results and the team vowed to continue delivering good service levels for the benefit of passengers.

"The Airport QoS framework further helps to maintain the consistency of our airport performance.  We have promptly acted on feedback by the stakeholders as they are very important to us in order to deliver the expected service levels," he said in a statement here today.

The first phase of the framework that was implemented at KUL measured the service quality elements, encompassing the cleanliness of the passenger toilets, condition of the staff toilets and the reliability of the ramp Wi-Fi  at  both its terminals, KLIA Main and klia2.

He said for the month of September, when the Airport QoS framework was first rolled out, KUL achieved a 98 per cent score over the targeted passing score of 90 per cent for the service quality element of passenger washroom cleanliness.

As for the condition of the staff washrooms, Raja Azmi  said KUL scored an average of 94.5 per cent, above the targeted passing score of 80 per cent. 

"The other service quality element that was measured is Ramp Wi-Fi whereby both the terminals at KUL achieved a passing rate," he said.

The Airport QoS framework aimed to guide airports in operating efficiently and provide a seamless experience to passengers and the airport community. 

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

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




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