Initiatives / Introduction

How does the Airports QoS Framework affect you as a passenger?

The Airports QoS Framework is a mechanism introduced by MAVCOM to empower consumers further. Implementation of the framework is part of MAVCOM’s efforts to protect consumers and to ensure a better travel experience overall, as it is aimed at improving service levels at airports while ensuring that airport operators are held accountable for improving their standards.

The framework was designed with passenger experience in mind and affects each part of a passenger’s journey – from the moment the passenger arrives at the airport until his or her departure. The framework also applies when the passenger lands at the airport upon arrival until he or she leaves the airport.

Various service quality elements are imposed at each passenger touch point. These elements are measured using various mechanisms to determine whether the criteria and targets set for each element are met by the airport operator. More information on the mechanisms used can be found here.

The diagrams below illustrate a passenger’s journey at the airport and the elements applicable at each passenger touch point.

Passenger journey at the airport – Departures (KLIA and klia2) –

Source: MAVCOM
Note: Content in the above figure/video is provisional and is subject to change.
The Airports QoS Framework is only applicable at airports within Malaysia and does not include Short Take-Off and Landing airports (STOLports).

Passenger journey at the airport – Arrivals (KLIA and klia2) –


Source: MAVCOM
Note: Content in the above figure/video is provisional and is subject to change.
The Airports QoS Framework is only applicable at airports within Malaysia and does not include Short Take-Off and Landing airports (STOLports).

With the Airports QoS Framework in place, consumers are now more empowered and are able to provide feedback and comments on the quality of service by airport operators through a Passenger Survey.

The survey will be conducted at the airports and are done periodically by an independent party appointed by MAVCOM. 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 airport 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)

Consumers are encouraged to participate and contribute to the survey should they be selected.

More in-depth information on the Airports QoS Framework as well as the targets imposed on the airport operator can be found here.