Initiatives/ Airports QoS Framework / How does the Airports QoS Framework affect the airport operator?

How does the Airports QoS Framework affect the airport operator?

As a signal of higher service expectation on airport operators in Malaysia, the Airports QoS Framework was introduced as part of MAVCOM’s efforts to improve service levels at airports and to ensure that airport operators are held accountable for improving their standards. The framework also affects and are the joint responsibility of the other users of the airport such as Immigration, Customs, airlines, ground handlers and airport staff.

In order to determine whether the criteria and targets set for each element are met, each element will be measured using four measurement mechanisms. More information on the measurement mechanisms can be found here <link to measurement mechanisms in bottom third page>. In the event that any of these minimum service standards are not maintained or achieved, the airport operator could be imposed a financial penalty of up to 5.0 per cent of the airport’s aeronautical revenues (revenue at risk). Click <link to penalty calculation in bottom third page> for more information on the penalty calculation.

There are four service quality categories and 28 elements which have been listed based on airports which can be viewed below.

KL International Airport

1. Service quality category: Passenger comfort and facilities

This section explains the Passenger comfort and facilities category of the Airports QoS Framework. There is a total of nine service quality elements related to this category with different measurement mechanisms and specific targets to be achieved by the airport operator. If the airport operator fails to meet the targets set for any of these nine elements, a maximum total revenue at risk of 1.84 per cent may be imposed to the airport operator.

Service quality categoryService quality elementMeasurement mechanism(s)TargetRevenue at risk (% of charges)
Passenger comfort and facilitiesOverall satisfaction with airportPassenger survey≤2% dissatisfiedPublication only*
Overall satisfaction with washroomsPassenger survey≤7% dissatisfied0.30%
Cleanliness of washroomsIndependent inspection90% pass0.30%
Cleanliness of terminalPassenger survey≤2% dissatisfied0.46%
Flight information displaysPassenger survey≤4% dissatisfied0.11%
Availability of Wi-FiPassenger survey≤9% dissatisfied0.28%
Ambience of terminalPassenger survey≤3% dissatisfied0.11%
Wayfinding (signages at the airport)Passenger survey≤6% dissatisfied0.28%

Kerbside congestion

(availability of space to quickly drop off at the airport)

Passenger survey≤4% dissatisfiedPublication only*
Total revenue at risk for passenger comfort and facilities:1.84%

Source: MAVCOM
Note: Content in the above table is provisional and is subject to change.
*Performance for this service quality element will be published in the Airports QoS Framework report as information only. No penalty will be imposed for this element.

The measurement mechanism used for the calculation of the Quality of Service elements relating to ‘passenger comfort and facilities’ are measured via two different ways:

Passenger Survey
The passenger comfort and facilities element of the Airports Quality of Service Framework will be primarily assessed via a passenger satisfaction survey.

The following elements will be included the survey:

  • Overall satisfaction with the airport
  • Availability of space to quickly drop off at the airport
  • Overall satisfaction with the washrooms
  • Cleanliness of the terminal
  • Availability and accuracy of flight information display screens
  • Availability of internet access/Wi-Fi
  • Ambience of the terminal
  • Wayfinding (signages at the airport)

For each of these elements, a target has been set based on a maximum percentage of passengers dissatisfied with the service. The survey will be done periodically at the airports and consumers are encouraged to participate and contribute to the survey should they be selected.

Passenger washroom inspections done by independent party appointed by MAVCOM
Each passenger washroom will be assessed via an independent inspection based on the following attributes:

Passenger washroom inspection attributes

Attribute
Overall Washroom
1. There is a working ventilation system
2. The toilet is free from unpleasant smells
3. There is sufficient lighting
4. Floors are dry and free from slipping hazards
5. Floors are free from cracks, damage, rubbish, or excess dirt or staining
6. Walls are free from cracks, damage, or excess dirt or staining
7. Waste and sanitary bins have spare capacity
Cubicles and urinals
8. All inspected cubicles and urinals have a working flush system
9. All inspected toilet bowls are free from cracks, or damage, or excessive dirt or staining
10. All inspected cubicles have toilet tissue available
11. All inspected cubicles have a working door with a latch or lock, and free from excess dirt
12. All inspected cubicles have a coat hook
13. All inspected bidets are fully functional
Hand washing area
14. Clean water is available
15. Washing basins are free from cracks or damage, watermarks, or excessive dirt
16. Taps are in working order
17. Soap is available
18. One or more hand dryers are available and in working order
19. Mirrors are free from excess dirt or fingerprints
20. Mirrors are free from cracks or damage

Source: MAVCOM

2. Service quality category: Operator and staff facilities

This category affects the facilities made available and maintained well for the operator and staff working at the airport. There is a total of five service quality elements related to this service quality category. If the airport operator fails to meet the specific targets set for any of the five elements listed below, a maximum total revenue at risk of 0.86 per cent may be imposed to the airport operator.

 

Service quality categoryService quality elementMeasurement mechanism(s)TargetRevenue at risk (% of charges)
Operator and staff facilities

Aerobridge availability

(also known as Passenger Boarding Bridges [PBB] and are used by passengers to board and disembark from the aircraft)

Equipment availability99.5%0.21%

Aerobridge operator available before number of minutes of on-chocks time.

(The operator currently monitors the time taken to dock the PBB to the aircraft. This is called the on-time performance [OTP] of the aircraft.)

Operator availability10 minutes – 95% of arrivals0.10%
Operator availability5 minutes – 99% of arrivals0.10%

Visual Docking Guidance Systems [VDGS] availability

(VDGS are to facilitate  the aircraft stop at the correct location and to allow the aerobridge to dock to the aircraft)

Equipment availability99.5%0.10%
Ramp Wi-Fi availabilityIndependent inspectionPass0.13%
Staff washrooms cleanlinessIndependent inspection80% pass0.22%
Total revenue at risk for operator and staff facilities:0.86%

Source: MAVCOM
Note: Content in the above table is provisional and is subject to change.

The measurement mechanism used for the calculation of the Quality of Service elements relating to ‘operator and staff facilities’ will be done through:

Ensuring equipment availability with targets on timeliness
Operator availability with targets on timeliness
Staff washroom inspections done by independent party appointed by MAVCOM
Each staff washroom will be assessed via an independent inspection based on the following attributes:

Staff washroom inspection attributes

Attribute
Overall washroom
1. There is a working ventilation system
2. The toilet is free from unpleasant smells
3. There is sufficient lighting
4. Floors are dry and free from slipping hazards
5. Floors are free from cracks, damage, rubbish, or excess dirt or staining
6. Walls are free from cracks, damage, or excess dirt or staining
7. Waste and sanitary bins have spare capacity
Cubicles and urinals
8. All inspected cubicles and urinals have a working flush system
9. All inspected toilet bowls are free from cracks, or damage, or excessive dirt or staining
10. All inspected cubicles have toilet tissue available
11. All inspected cubicles have a working door with a latch or lock, and free from excess dirt
12. All inspected cubicles have a coat hook
13. All inspected bidets are fully functional
Hand washing area
14. Clean water is available
15. Washing basins are free from cracks or damage, watermarks, or excessive dirt
16. Taps are in working order
17. Soap is available
18. Mirrors are free from excess dirt or fingerprints
19. Mirrors are free from cracks or damage

Source: MAVCOM

3. Service quality category: Queuing times

This section explains the Queuing times category of the Airports QoS Framework. This category focuses on the various queuing areas within the airport and time taken for each area. The Airports QoS Framework includes different measures for different types of passenger queues within the terminal as well as for queues at the kerbside.

Passenger queues at KLIA include the following areas:

Queue for check-in of flights
These queues are available at the landside area when the passenger checks-in into the flight. The airport is responsible for providing an adequate number of check-in counters for airline staff, while the airlines are responsible for staffing the counters and to process passengers.
Queue for Immigration checks
Processes all international passengers both on departure and arrival, including transfers. Malaysian and foreign nationals are processed separately (different queues) and automatic passport scanning gates are available for arriving Malaysian citizens.
Queue for Customs checks
Processes all international passengers upon departure and arrival.
Queue for security checks
All passengers boarding the aircraft and their hand-carry luggage are subject to security search. The location of security search varies at KLIA, being either centralised or at the entrance to the pier or gate lounge, depending on location. AVSEC (airport security) is responsible for maintaining such queues, and for providing adequate staff.

There is a total of eight service quality elements related to this service quality category with different measurement mechanisms and specific targets to be achieved by the airport operator. If the airport operator fails to meet the targets set for any of these eight elements, a maximum total revenue at risk of 0.52 per cent may be imposed to the airport operator.

Service quality categoryService quality elementMeasurement mechanism(s)TargetRevenue at risk (% of charges)
Queuing times Queuing time for passenger security search on departureAutomated queue time assessment10 minutes – 99%0.52%
Queuing time for check-inAutomated queue time assessment10 minutes – 99%Publication only*
Transfer queuingAutomated queue time assessment10 minutes – 99%Publication only*
Queuing time for outbound immigrationAutomated queue time assessment10 minutes – 99%Publication only*
Queuing time for outbound customsAutomated queue time assessment10 minutes – 99%Publication only*
Queuing time for inbound immigrationAutomated queue time assessment10 minutes – 99%Publication only*
Queuing time for inbound customsAutomated queue time assessment10 minutes – 99%Publication only*

Kerbside queuing

(Queue at the airport drop-off/pick-up area)

Automated queue time assessment5 minutes – 99%Publication only*
Total revenue at risk for queuing times:0.52%

Source: MAVCOM
Note: Content in the above table is provisional and is subject to change.
*Performance for this service quality element will be published in the Airports QoS Framework report as information only. No penalty will be imposed for this element.

The measurement mechanism used for the calculation of the Quality of Service elements relating to ‘queuing times’ will be done through:

Automated queue time assessment
The automated queue time assessment is a 24-hour monitoring system which monitors all relevant queues at the airport.

4. Service quality category: Passenger and baggage flows

This category focuses on passenger and luggage movement at the airport. There is a total of six service quality elements related to this service quality category. If the airport operator fails to meet the targets set for any of the six elements, a maximum total revenue at risk of 1.78 per cent may be imposed to the airport operator.

 

Service quality categoryService quality elementMeasurement mechanism(s)TargetRevenue at risk (% of charges)
Passenger and baggage flows

Aerotrain Track Transit System [TTS]

(Available at KLIA only)

Equipment availability2 trains – 98%0.25%
Equipment availability1 train – 99.5%0.25%

Lifts, escalators, walkalators

This includes lifts, escalators, i-Walks*, and travellators in both airside and landside areas.

Equipment availability99.5%0.26%
Baggage Handling System availabilityEquipment availability99.5%0.26%

Outbound baggage

(Departing passenger’s baggage)

Short-shipped bagsShort-shipped proportion of o/b bags:
4/10,000 (KLIA)
0.26%
Baggage retrieval – time to first bagBaggage handling system / manual timingsFirst bag standard met – 95% of flights0.25%
Baggage retrieval – time to last bagBaggage handling system / manual timingsLast bag standard met – 95% of flights0.25%
Total revenue at risk for passenger and baggage flows:1.78%

Source: MAVCOM
Note: Content in the above table is provisional and is subject to change.
*i-Walks are travellators which are elevated from the ground and have a slope up at the entrance point as well as a slope down at the exit point of the travellator.

Passenger flows have the following service quality measures:

People mover equipment (Lifts, escalators and travellators) availability
People mover equipment include the lifts, escalators, i-Walks, and travellators in both airside and landside areas.
Aerotrain (Track Transit System/TTS) availability (KLIA only)
The TTS equipment is provided by airport operator to enable passengers to reach the Satellite (SAT) building in KLIA from the main terminal building (MTB).

Baggage flows have the following service quality measures:

Baggage handling system availability
The baggage handling system is installed within airports to transport checked luggage from ticket counters to areas where the bags can be loaded onto airplanes. The baggage handling system consists of various ‘processes’ which includes arrivals, departures as well as transfer (connecting flights). The Airports QoS Framework is to ensure that the bags are loaded onto the aircraft on time (departures, transfer and hot transfer) and that passengers receive their bags on time (arrivals). In order to achieve this, the baggage handling system should be working to the minimum necessary capacity at all times (which may vary between peak and non-peak times).

Departing passengers’ bags: Short shipped bags
Short shipment is defined as an event in which a bag has not been loaded onto the aircraft for its intended flight. The baggage short shipment measure is in relation to the departure and transfer processes of passengers’ baggage into an aircraft.
Arriving passengers’ bags: Time to First and Last bag
This target measures the time between when the first bag and last bag arrives at the Baggage Reclaim Area for every flight.

Overall, the measurement mechanism used for the calculation of the Quality of Service elements relating to ‘passenger and baggage flows’ will be done through:

  • Ensuring equipment availability with targets on timeliness
  • Short-shipped bags that are not loaded onto the aircraft for its intended flight
  • Ensuring baggage handling system availability with targets on timeliness

 

Measurement mechanism

In order to determine whether the criteria and targets set for each element are met, each element will be measured using four measurement mechanisms. comprising of either an independent passenger survey, automated queue monitoring system, independent inspection (by third party) and availability of equipment.

Measurement Mechanisms within the Airports QoS Framework:


Source: MAVCOM
Note: Content in the above figure/video is provisional and is subject to change.

Penalty calculation

In totality, the airport operator could be imposed a financial penalty of up to 5.0 per cent of the airport’s aeronautical revenues (revenue at risk) from the preceding financial year. The penalty calculation for failure in meeting the Airports QoS targets will be calculated as follows:

  • Penalties are calculated separately for each airport and terminal (separately for KLIA and klia2)
  • Penalties are calculated on a monthly basis
  • Penalties are calculated as a percentage of accrued regulated revenue (excluding User Fee paid) for the month in question at the relevant airport and terminal, including the following elements:
    • Passenger Service Charge (PSC)
    • Passenger Security Search Charge (PSSC)
    • Landing Charge
    • Aircraft Parking Charges
  • Penalties are paid to a MAVCOM-administered fund
  • Actual penalty payments by the airport operators will be made on a quarterly basis
  • Penalty calculation: The sum of the revenues at risk for each service quality element in the framework which did not meet the target in a particular month, will be multiplied by the accrued regulated aeronautical charges paid by airlines at that airport/terminal.

The Airports Quality of Service report are published on a quarterly basis and the report(s) can be found here <link to reports page>.

KL International Airport 2

1. Service quality category: Passenger comfort and facilities

This section explains the Passenger comfort and facilities category of the Airports QoS Framework. There is a total of nine service quality elements related to this category with different measurement mechanisms and specific targets to be achieved by the airport operator. If the airport operator fails to meet the targets set for any of these nine elements, a maximum total revenue at risk of 1.84 per cent may be imposed to the airport operator.

Service quality categoryService quality elementMeasurement mechanism(s)TargetRevenue at risk (% of charges)
Passenger comfort and facilitiesOverall satisfaction with airportPassenger survey≤2% dissatisfiedPublication only*
Overall satisfaction with washroomsPassenger survey≤7% dissatisfied0.30%
Cleanliness of washroomsIndependent inspection90% pass0.30%
Cleanliness of terminalPassenger survey≤2% dissatisfied0.46%
Flight information displaysPassenger survey≤4% dissatisfied0.11%
Availability of Wi-FiPassenger survey≤9% dissatisfied0.28%
Ambience of terminalPassenger survey≤3% dissatisfied0.11%
Wayfinding (signages at the airport)Passenger survey≤6% dissatisfied0.28%

Kerbside congestion

(availability of space to quickly drop off at the airport)

Passenger survey≤4% dissatisfiedPublication only*
Total revenue at risk for passenger comfort and facilities:1.84%

Source: MAVCOM
Note: Content in the above table is provisional and is subject to change.
*Performance for this service quality element will be published in the Airports QoS Framework report as information only. No penalty will be imposed for this element.

The measurement mechanism used for the calculation of the Quality of Service elements relating to ‘passenger comfort and facilities’ are measured via two different ways:

Passenger Survey
The passenger comfort and facilities element of the Airports Quality of Service Framework will be primarily assessed via a passenger satisfaction survey.

The following elements will be included the survey:

  • Overall satisfaction with the airport
  • Availability of space to quickly drop off at the airport
  • Overall satisfaction with the washrooms
  • Cleanliness of the terminal
  • Availability and accuracy of flight information display screens
  • Availability of internet access/Wi-Fi
  • Ambience of the terminal
  • Wayfinding (signages at the airport)

For each of these elements, a target has been set based on a maximum percentage of passengers dissatisfied with the service. The survey will be done periodically at the airports and consumers are encouraged to participate and contribute to the survey should they be selected.

Passenger washroom inspections done by independent party appointed by MAVCOM
Each passenger washroom will be assessed via an independent inspection based on the following attributes:

Passenger washroom inspection attributes

Attribute
Overall Washroom
1. There is a working ventilation system
2. The toilet is free from unpleasant smells
3. There is sufficient lighting
4. Floors are dry and free from slipping hazards
5. Floors are free from cracks, damage, rubbish, or excess dirt or staining
6. Walls are free from cracks, damage, or excess dirt or staining
7. Waste and sanitary bins have spare capacity
Cubicles and urinals
8. All inspected cubicles and urinals have a working flush system
9. All inspected toilet bowls are free from cracks, or damage, or excessive dirt or staining
10. All inspected cubicles have toilet tissue available
11. All inspected cubicles have a working door with a latch or lock, and free from excess dirt
12. All inspected cubicles have a coat hook
13. All inspected bidets are fully functional
Hand washing area
14. Clean water is available
15. Washing basins are free from cracks or damage, watermarks, or excessive dirt
16. Taps are in working order
17. Soap is available
18. One or more hand dryers are available and in working order
19. Mirrors are free from excess dirt or fingerprints
20. Mirrors are free from cracks or damage

Source: MAVCOM

2. Service quality category: Operator and staff facilities

This category affects the facilities made available and maintained well for the operator and staff working at the airport. There is a total of five service quality elements related to this service quality category. If the airport operator fails to meet the specific targets set for any of the five elements listed below, a maximum total revenue at risk of 0.86 per cent may be imposed to the airport operator.

 

Service quality categoryService quality elementMeasurement mechanism(s)TargetRevenue at risk (% of charges)
Operator and staff facilities

Aerobridge availability

(also known as Passenger Boarding Bridges [PBB] and are used by passengers to board and disembark from the aircraft)

Equipment availability99.5%0.21%

Aerobridge operator available before number of minutes of on-chocks time.

(The operator currently monitors the time taken to dock the PBB to the aircraft. This is called the on-time performance [OTP] of the aircraft.)

Operator availability10 minutes – 95% of arrivals0.10%
Operator availability5 minutes – 99% of arrivals0.10%

Visual Docking Guidance Systems [VDGS] availability

(VDGS are to facilitate  the aircraft stop at the correct location and to allow the aerobridge to dock to the aircraft)

Equipment availability99.5%0.10%
Ramp Wi-Fi availabilityIndependent inspectionPass0.13%
Staff washrooms cleanlinessIndependent inspection80% pass0.22%
Total revenue at risk for operator and staff facilities:0.86%

Source: MAVCOM
Note: Content in the above table is provisional and is subject to change.

The measurement mechanism used for the calculation of the Quality of Service elements relating to ‘operator and staff facilities’ will be done through:

Ensuring equipment availability with targets on timeliness
Operator availability with targets on timeliness
Staff washroom inspections done by independent party appointed by MAVCOM
Each staff washroom will be assessed via an independent inspection based on the following attributes:

Staff washroom inspection attributes

Attribute
Overall washroom
1. There is a working ventilation system
2. The toilet is free from unpleasant smells
3. There is sufficient lighting
4. Floors are dry and free from slipping hazards
5. Floors are free from cracks, damage, rubbish, or excess dirt or staining
6. Walls are free from cracks, damage, or excess dirt or staining
7. Waste and sanitary bins have spare capacity
Cubicles and urinals
8. All inspected cubicles and urinals have a working flush system
9. All inspected toilet bowls are free from cracks, or damage, or excessive dirt or staining
10. All inspected cubicles have toilet tissue available
11. All inspected cubicles have a working door with a latch or lock, and free from excess dirt
12. All inspected cubicles have a coat hook
13. All inspected bidets are fully functional
Hand washing area
14. Clean water is available
15. Washing basins are free from cracks or damage, watermarks, or excessive dirt
16. Taps are in working order
17. Soap is available
18. Mirrors are free from excess dirt or fingerprints
19. Mirrors are free from cracks or damage

Source: MAVCOM

3. Service quality category: Queuing times

This section explains the Queuing times category of the Airports QoS Framework. This category focuses on the various queuing areas within the airport and time taken for each area. The Airports QoS Framework includes different measures for different types of passenger queues within the terminal as well as for queues at the kerbside.

Passenger queues at klia2 include the following areas:

Queue for check-in of flights
These queues are available at the landside area when the passenger checks-in into the flight. The airport is responsible for providing an adequate number of check-in counters for airline staff, while the airlines are responsible for staffing the counters and to process passengers.
Queue for Immigration checks
Processes all international passengers both on departure and arrival, including transfers. Malaysian and foreign nationals are processed separately (different queues) and automatic passport scanning gates are available for arriving Malaysian citizens.
Queue for Customs checks
Processes all international passengers upon departure and arrival.
Queue for security checks
All passengers boarding the aircraft and their hand-carry luggage are subject to security search. The location of security search varies at klia2, being either centralised or at the entrance to the pier or gate lounge, depending on location. AVSEC (airport security) is responsible for maintaining such queues, and for providing adequate staff.

There is a total of eight service quality elements related to this service quality category with different measurement mechanisms and specific targets to be achieved by the airport operator. If the airport operator fails to meet the targets set for any of these eight elements, a maximum total revenue at risk of 0.52 per cent may be imposed to the airport operator.

Service quality categoryService quality elementMeasurement mechanism(s)TargetRevenue at risk (% of charges)
Queuing times Queuing time for passenger security search on departureAutomated queue time assessment10 minutes – 99%0.52%
Queuing time for check-inAutomated queue time assessment10 minutes – 99%Publication only*
Transfer queuingAutomated queue time assessment10 minutes – 99%Publication only*
Queuing time for outbound immigrationAutomated queue time assessment10 minutes – 99%Publication only*
Queuing time for outbound customsAutomated queue time assessment10 minutes – 99%Publication only*
Queuing time for inbound immigrationAutomated queue time assessment10 minutes – 99%Publication only*
Queuing time for inbound customsAutomated queue time assessment10 minutes – 99%Publication only*

Kerbside queuing

(Queue at the airport drop-off/pick-up area)

Automated queue time assessment5 minutes – 99%Publication only*
Total revenue at risk for queuing times:0.52%

Source: MAVCOM
Note: Content in the above table is provisional and is subject to change.
*Performance for this service quality element will be published in the Airports QoS Framework report as information only. No penalty will be imposed for this element.

The measurement mechanism used for the calculation of the Quality of Service elements relating to ‘queuing times’ will be done through:

Automated queue time assessment
The automated queue time assessment is a 24-hour monitoring system which monitors all relevant queues at the airport.

4. Service quality category: Passenger and baggage flows

This category focuses on passenger and luggage movement at the airport. There is a total of six service quality elements related to this service quality category. If the airport operator fails to meet the targets set for any of the six elements, a maximum total revenue at risk of 1.78 per cent may be imposed to the airport operator.

 

Service quality categoryService quality elementMeasurement mechanism(s)TargetRevenue at risk (% of charges)
Passenger and baggage flows

Lifts, escalators, walkalators

This includes lifts, escalators, i-Walks*, and travellators in both airside and landside areas.

Equipment availability99.5%0.26%
Baggage Handling System availabilityEquipment availability99.5%0.26%

Outbound baggage

(Departing passenger’s baggage)

Short-shipped bagsShort-shipped proportion of o/b bags:
1/10,000 (klia2)
0.26%
Baggage retrieval – time to first bagBaggage handling system / manual timingsFirst bag standard met – 95% of flights0.25%
Baggage retrieval – time to last bagBaggage handling system / manual timingsLast bag standard met – 95% of flights0.25%
Total revenue at risk for passenger and baggage flows:1.78%

Source: MAVCOM
Note: Content in the above table is provisional and is subject to change.
*i-Walks are travellators which are elevated from the ground and have a slope up at the entrance point as well as a slope down at the exit point of the travellator.

Passenger flows have the following service quality measures:

People mover equipment (Lifts, escalators and travellators) availability
People mover equipment include the lifts, escalators, i-Walks, and travellators in both airside and landside areas.

Baggage flows have the following service quality measures:

Baggage handling system availability
The baggage handling system is installed within airports to transport checked luggage from ticket counters to areas where the bags can be loaded onto airplanes. The baggage handling system consists of various ‘processes’ which includes arrivals, departures as well as transfer (connecting flights). The Airports QoS Framework is to ensure that the bags are loaded onto the aircraft on time (departures, transfer and hot transfer) and that passengers receive their bags on time (arrivals). In order to achieve this, the baggage handling system should be working to the minimum necessary capacity at all times (which may vary between peak and non-peak times).

Departing passengers’ bags: Short shipped bags
Short shipment is defined as an event in which a bag has not been loaded onto the aircraft for its intended flight. The baggage short shipment measure is in relation to the departure and transfer processes of passengers’ baggage into an aircraft.
Arriving passengers’ bags: Time to First and Last bag
This target measures the time between when the first bag and last bag arrives at the Baggage Reclaim Area for every flight.

Overall, the measurement mechanism used for the calculation of the Quality of Service elements relating to ‘passenger and baggage flows’ will be done through:

  • Ensuring equipment availability with targets on timeliness
  • Short-shipped bags that are not loaded onto the aircraft for its intended flight
  • Ensuring baggage handling system availability with targets on timeliness

 

Measurement mechanism

In order to determine whether the criteria and targets set for each element are met, each element will be measured using four measurement mechanisms. comprising of either an independent passenger survey, automated queue monitoring system, independent inspection (by third party) and availability of equipment.

Measurement Mechanisms within the Airports QoS Framework:


Source: MAVCOM
Note: Content in the above figure/video is provisional and is subject to change.

Penalty calculation

In totality, the airport operator could be imposed a financial penalty of up to 5.0 per cent of the airport’s aeronautical revenues (revenue at risk) from the preceding financial year. The penalty calculation for failure in meeting the Airports QoS targets will be calculated as follows:

  • Penalties are calculated separately for each airport and terminal (separately for KLIA and klia2)
  • Penalties are calculated on a monthly basis
  • Penalties are calculated as a percentage of accrued regulated revenue (excluding User Fee paid) for the month in question at the relevant airport and terminal, including the following elements:
    • Passenger Service Charge (PSC)
    • Passenger Security Search Charge (PSSC)
    • Landing Charge
    • Aircraft Parking Charges
  • Penalties are paid to a MAVCOM-administered fund
  • Actual penalty payments by the airport operators will be made on a quarterly basis
  • Penalty calculation: The sum of the revenues at risk for each service quality element in the framework which did not meet the target in a particular month, will be multiplied by the accrued regulated aeronautical charges paid by airlines at that airport/terminal.

The Airports Quality of Service report are published on a quarterly basis and the report(s) can be found here <link to reports page>.

Airports QoS Framework at Sabah airports

Information will be made available soon.

Airports QoS Framework at Sarawak airports

Information will be made available soon.