Newsroom / News Releases / MAVCOM Conducts Airport Inspection Ahead of Chinese New Year

KUALA LUMPUR, 17 January 2023 – The Malaysian Aviation Commission (MAVCOM) conducted a surprise inspection of KL International Airport (KLIA) and KL International Airport 2 (klia2) today ahead of the Chinese New Year (CNY) travelling period.

The inspection aims to assess the operational readiness of airlines and airports, particularly in anticipation of periods such as the festive or holiday seasons amongst others, where an increase in passenger traffic is expected.

This inspection follows MAVCOM’s approval of 316 additional flights applied by airlines for the period of 18 to 31 January 2023. On 16 January 2023, MAVCOM issued a letter to all local airlines reminding them to adhere to their published flight schedules and approved slots. 

The visit was joined by MAVCOM’s Commissioners, Consumer Protection Committee members, and Senior Management team to ensure that the operations at the airports and the handling of passengers are well managed by airlines and airports during this integral period

MAVCOM’s Airports Quality of Service Framework

MAVCOM’s inspection is routine prior to seasons with high passenger traffic. MAVCOM does its monthly inspections to assess airport operators’ adherence to the Airports Quality of Service Framework (Airports QoS Framework) with the objective to improve passenger comfort at airports and facilitate better airport user experience for airlines, ground handling operators, and other users of airports in Malaysia. 

The Airports QoS Framework essentially serves as a directive for airport operators to evaluate, monitor, maintain, and enhance their services based on the standards and key performance indicators outlined within the Framework. The Airports QoS Framework comprises 4 key service quality categories, which are passenger comfort and facilities, queuing times, passenger and baggage flows, as well as operator equipment and staff facilities. These 4 pillars are further categorised into 28 service quality elements such as overall satisfaction with the airport, cleanliness of washrooms, and timeliness of baggage handling, amongst others.

As of 31 December 2022, MAVCOM had implemented a total of 20 service quality elements at both KLIA and klia2, with the remaining 8 service quality elements on queueing times at airports targeted for completion in 2023. 

As the economic and commercial regulator for the aviation industry, MAVCOM will continue to monitor airlines’ flight performance, airport operations, and ensure that consumer protection is continuously upheld and protected.

Factsheet on the Airports Quality of Service Framework