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PETALING JAYA: Despite the Covid-19 pandemic restricting international travel, KL International Airport (KLIA) has earned a Top 10 ranking in the latest Airport Service Quality (ASQ) global survey, a program conducted by Airports Council International.
In a statement announcing the news, Malaysia Airports said KLIA jumped from 17th last year to 9th in the ranking for the first half of 2020 among airports of similar capacity despite difficult times.
KLIA achieved an improved overall score of 4.94 out of 5.00, from 4.69 in 2019, and the success included a perfect score of 5.00 for overall satisfaction of business and leisure passengers.
The airport also obtained 4.99 for the cleaning of its terminal and 4.97 for the availability of bathrooms.
According to Malaysia Airports Group Executive Director Datuk Mohd Shukrie Mohd Salleh, the tremendous improvements in both ranking and scoring were made possible by the strong commitment and continuous efforts made by the KLIA team to raise their level of service for a safe and joyful airport experience.
“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 established an operational excellence division “to ensure new air travel that remains smooth and safe for passengers.”
“This will go a long way toward restoring confidence in air travel,” Shukrie said.
As the processing time at various checkpoints, especially during peak periods, has increased due to new procedures, it has led the division to devise short-term and long-term plans to overcome the situation.
The team also took steps such as placing the MySejahtera QR code in more locations and designing the ideal locations for the physical distance markers while practicing the highest standard of hygiene, the statement added.
It is also exploring the latest technology such as non-contact self-assessment kiosks and 3D Internet of Things (IoT) to gain real-time information on crowd density situational awareness alert.
“This year, we are focusing primarily on safety initiatives as part of our efforts to restore passenger confidence in air travel,” Shukrie said.
In a Facebook post, Transportation Minister Datuk Seri Dr. Wee Ka Siong congratulated KLIA management and staff, as well as Malaysia Airports Holdings Bhd.
“I believe that this success will continue in the future with the seriousness and the role played by all parties.
“It is not only about providing the best service to national and international consumers, it also benefits the country in general.
“Keep going!” he said.
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