Select Page

Passenger Journey

The Role of Airports Quality of Service (QoS) Framework in the Passenger Journey

The diagrams below illustrates the passenger journey at the airport and the service quality elements involved at each stage under the Airports QoS Framework.

Passenger Journey: Departures (Infographic)
Passenger Journey: Arrivals (Infographic)

For more information on the 4 Service Quality Categories and 28 Service Quality Elements under the Framework, visit the Introduction page.

Have a complaint?

Want to make a complaint about your travel experience?

Make a Complaint


Consumer Hotline:

 +1800-18-6966 (Within Malaysia)

 +603-7651 2777 (Outside Malaysia)

Have a complaint?

FlySmart complaint webform

FlySmart mobile app

For a list of airline and airport contacts, click here.

For more details, visit our Contact Us page.