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Introduction

Introduction to Airports Quality of Service (QoS) Framework

The Airports QoS Framework establishes standards and Key Performance Indicators (KPIs) for airports. This serves as a reference point for airport operators to monitor, evaluate, maintain, and improve services for a better airport user experience.

The framework aims to:

  • enhance passenger comfort at the airport
  • ensure consumer service levels are prioritised and
  • facilitate improved airport user experience for passengers and the airport community
Service Quality Categories under the Airports QoS Framework
To ensure an objective assessment of airport performance, the Commission has established four service quality categories within the Airports QoS Framework, which are:

  1. Passenger comfort and facilities
  2. Queuing times
  3. Passenger and baggage flows
  4. Operator and staff facilities

In total, there are 28 service quality elements associated with each category, as shown in the following diagram:

Four Service Quality Categories and 28 Service Quality Elements:

Download the infographic below

Implementation of Airports QoS Framework at Malaysian Airports

The Commission plans to implement the Airports QoS Framework across all domestic and international airports in Malaysia. The implementation process will be carried out in phases as follows:

 

Notes:

Airport priority may change over time, based on passenger volume, terminal utilisation, and airport service performance

*Subang Airport is currently undergoing development as part of the Subang Airport Regeneration Plan (SARP)

 

Phase 1:  KL International Airport Terminal 1 and Terminal 2 (KUL T1 and T2)

The Commission has implemented 20 service quality elements at KUL T1 and T2. The remaining 8 service quality elements will be implemented as follows:

  • Q2 2024 – Queuing times for Passenger Security Search, Inbound, Outbound, and Transfer Queuing for Immigration, as well as Inbound and Outbound Customs
  • Q4 2024 – Queuing times for Check-in counters and Kerbside pickup/drop-off areas

Phase 2

The Commission has commenced the implementation of the Airports QoS Framework at Kota Kinabalu and Langkawi airports in July 2023.

The Airports QoS Framework at Kuching, Senai (Johor), and Miri airports are currently in the development stage. The implementation of the Framework is targeted to be completed by the third quarter of 2024.

Throughout 2024, Subang, Penang, Kota Bharu, Sibu, and Bintulu airports are planned for development.

Phase 3

The remaining airports will be implemented progressively until 2027.

 

To learn more about the Airports QoS Framework, click on the icons below: