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PETALING JAYA: Despite the global pandemic that is restricting international travel, KL International Airport (KLIA) has been placed in the Top 10 of the world’s airports in the latest global airport survey conducted by Airport Service Quality (ASQ) .
KLIA achieved an improved overall score of 4.94 out of 5.00, down from 4.69 in 2019, and the success included a perfect score of 5.00 in overall satisfaction from both business and leisure passengers.
It also obtained a score of 4.99 for the cleanliness of the airport terminal and 4.97 for the availability of restrooms.
According to Malaysia Airports Group Chief Executive Officer (CEO) Datuk Mohd Shukrie Mohd Salleh, the tremendous improvements in both ranking and scoring were made possible by the commitment and efforts of the airport team to raise the level of service.
“I am extremely proud of the team for KLIA’s ASQ stellar performance to date this year.
“Despite the challenges arising from the new normal requirements in airport operations, the entire airport community displayed a strong collaborative spirit and came together to elevate KLIA’s service performance in the eyes of the world,” he said.
He also said that KLIA had formed an Operational Excellence (OE) division to ensure, to the extent possible, that air travel was kept safe and smooth.
“This will go a long way toward restoring confidence in air travel,” Shukrie said.
Increased processing time at various checkpoints, especially during peak periods, due to new procedures and standard operating procedures (SOPs), led the OE division to design short-term and long-term plans to overcome the situation.
To ensure the confidence of passengers while traveling during a pandemic, the team took steps such as placing MySejahtera QR codes in more locations and designing the ideal physical distance markers to ensure increased safety while practicing the highest level of hygiene.
The airport is also exploring the latest technology such as contactless self check-in kiosks and 3D Internet of Things (IoT) to gain real-time information on the crowd density situational awareness alert.
“This year, we focused primarily on safety initiatives as part of our efforts to restore passenger confidence in air travel.
“This series of quick wins has also contributed to increased passenger satisfaction, and I am pleased to see that ASQ’s preliminary results for KLIA for the third quarter show that the overall satisfaction score has increased to 4.96,” added Shukrie.
In recognition of the achievement, Malaysian airports held an appreciation event attended by representatives from the Ministry of Health, the Department of Immigration, and various other government agencies.
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