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MAVCOM to Monitor Queuing Times at KL International Airport Terminals 1 & 2

29 Apr 2024

Airline and airport performance to be available on MAVCOM’s website


KUALA LUMPUR, 29
 APRIL 2024The Malaysian Aviation Commission (MAVCOM) today announced the latest advancements in the implementation of the Airports Quality of Service (QoS) Framework.

The Airports QoS Framework has been implemented at KL International Airport Terminal 1 and Terminal 2 (KUL T1 and T2) since September 2018. As at to-date, 20 out of the 28 service quality elements have been enforced, ensuring continuous improvement in the quality of services for airport users. Such developments are aimed to enhance consumer comfort and upgrade the level of service provided to airline passengers and baggage handling services at the airport, which serves as the gateway to Malaysia.

From May 2024, the Commission will implement 6 service quality elements focused on queuing times at key passenger checkpoints at KUL T1 and T2. These include Passenger Security Search, Inbound, Outbound, and Transfer Queuing for Immigration, as well as Inbound and Outbound Customs. The Commission aims to implement the remaining 2 queuing times elements by Q4 2024, which include Check-in counters and Kerbside pickup or drop-off areas. To this end, the Commission will commence monitoring and assessment of service quality for these standards.

These developments represent the completion of the integration of 28 service quality elements comprising 4 service quality categories that is passenger comfort and facilities, queuing times, passenger and baggage flows, and operator and staff facilities at KUL T1 and T2.

In acknowledging the contributions of various stakeholders for the Framework’s implementation, the Commission recently hosted an appreciation ceremony for partners such as the Ministry of Transport, the Ministry of Tourism, Arts and Culture, the Royal Malaysia Police, the Immigration Department of Malaysia, the Royal Malaysian Customs Department as well as Malaysia Airports Holdings Berhad (MAHB). This event celebrated the collaborative spirit and dedication towards elevating Malaysia’s airport services.

Datuk Seri Hj. Saripuddin Hj. Kasim, Executive Chairman of MAVCOM, said, “The Airports QoS Framework underscores the Commission’s commitment to sustainably enhancing the aviation experience for airport users. The success of this Framework is supported by robust collaboration across the entire aviation community. By fostering cooperative partnerships and maintaining transparency, we are dedicated to elevating the quality of services across all airports, ensuring seamless travel experiences and heightened consumer satisfaction.”

The Commission is also taking proactive steps to ensure transparency and continuous improvement through the introduction of airline and airport performance pages on its website, www.mavcom.my. This move aims to provide stakeholders with crucial performance metrics, including airlines’ on-time performance (OTP), flight cancellations, and airport service quality, fostering a culture of accountability and ongoing enhancement.

“These performance pages mark towards enhanced transparency within our aviation sector. This would empower passengers to make informed choices while simultaneously driving airlines and airports to consistently raise their service standards,” concluded Datuk Seri Hj. Saripuddin.

The Commission intends to fully implement the Airports QoS Framework across all international and domestic airports in Malaysia. The implementation of the Framework will be in phases, with the goal of ensuring that airports in Malaysia meet the highest standards of quality and service.

The Commission has commenced the implementation of the Airports QoS Framework at Kota Kinabalu (BKI) and Langkawi (LGK) effective July 2023, whilst Kuching (KCH), Miri (MYY), and Senai (JHB) are currently in the development phase and expected to be implemented by the third quarter of 2024 (3Q24). Considering the unique characteristics of each airport, the service quality elements are specifically customised to meet the distinct requirements of each location.

Airports planned for development in Q4 2024 are Subang (SZB), Penang (PEN), Kota Bharu (KBR), Sibu (SBW), and Bintulu (BTU). As for the remaining airports, the Airports QoS Framework will be implemented progressively until 2027.