Initiatives / Introduction

Setting world class standards when you fly

On 31 October 2016, MAVCOM announced its intention to develop an Airports Quality of Service Framework (Airports QoS Framework) to enhance passenger comfort at airports, ensure airports prioritises consumer service levels and facilitate improved airport user experience for airlines, ground handlers and other airport users. Various industry consultation sessions on the proposed framework were conducted throughout 2017, following the publication of a consultation paper for industry and public feedback.

The framework is the first of its kind in Malaysia and has set service standards and key performance indicators for various airport user experiences. The framework comprises of four (4) Service Quality Categories and each category has its own set of service quality elements, making up a total of 28 elements which affects various touch points at the airport for passengers and other users of the airport such as airlines, ground handlers and airport staff.

The four categories and the various touch points affecting user experience at the airport can be viewed below:

4 Quality of Service Categories and 28 Service Quality Elements

Source: MAVCOM
Note: The Airports QoS Framework is only applicable at airports within Malaysia and does not include Short Take-Off and Landing airports (STOLports).

Effective 1 September 2018, the Airports QoS Framework was implemented at KL International Airport (KLIA) and klia2. The implementation is done in stages and all service elements will be gradually introduced at these two airport terminals until mid-2019. The framework shall commence implementation in other selected airports within Malaysia over the next two years, and the full development timeline can be viewed below.

Development timeline of the Airports QoS Framework 

 

Source: MAVCOM
Note: The Airports QoS Framework is only applicable at airports within Malaysia and does not include Short Take-Off and Landing airports (STOLports).