kuala lumpur: The Malaysian Aviation Commission (Mavcom) has secured collaboration with relevant agencies to ensure the implementation of an airport quality of service (QoS) framework for Kuala Lumpur International Airport’s Terminals 1 and 2 (KLIA T1 and T2) by the end of this year. We plan to implement all elements. agency.
Executive committee chairman Datuk Seri Saripuddin Kasim said Mabcom has already completed the implementation of 20 out of 28 elements of QoS for KLIA T1 and T2.
“Six elements will begin to be implemented from May, including passenger safety inspections, customs inspections at entry and exit, waiting lines for connections at immigration, and immigration control.
“Meanwhile, the remaining two queuing elements, including check-in counters and curbside pick-up and drop-off areas, are expected to be launched by the fourth quarter of 2024,” he told reporters today.
The QoS framework consists of 28 improvement areas, which Mavcom planned to implement at all Malaysian airports in 2018. The 28 elements consist of his four service quality categories: passenger comfort and facilities, waiting times, passenger and baggage flow, and operator and staff facilities.
Saripuddin said there are penalties for airports that do not meet QoS standards, which is worth 5% of aviation revenue.
He said cases of non-compliance will be published on Mavcom’s website and other media. This is a form of accountability and transparency to ensure the public is aware of deficiencies in the service, he added.
Parts of the airport QoS framework were gradually introduced to KLIA T1 and T2 from September 2018.
To date, Mavcom has imposed fines totaling RM2.9 million on Malaysia Airports Holdings Bhd for violation of standards. It has also imposed fines totaling RM4.76 million on AirAsia Bhd, AirAsia X Bhd and Batik Air.
The airline was fined for violating the Malaysia Airlines Consumer Protection Act 2016 (MACPC), including failing to disclose final airfare prices and failing to inform consumers of changes in flight status.
Mavcom plans to fully implement the airport QoS framework at all international and domestic airports in Malaysia. The implementation of the framework will be implemented in phases, with the aim of ensuring that Malaysian airports meet the highest quality and service standards.
The commission has started implementing the airport QoS framework in Kota Kinabalu and Langkawi from July 2023, while Kuching, Miri and Senai are currently in the development stage and are expected to be implemented by the third quarter of 2024. be.
Mavcom said the service quality elements are specifically customized to meet the distinct requirements of each location, taking into account the unique characteristics of each airport.
Airports scheduled for development in the fourth quarter are Subang, Penang, Kota Bharu, Sibu and Bintulu. For the remaining airports, the Airport QoS Framework will be implemented in stages until 2027.
Mr Saripuddin said these developments are aimed at increasing consumer comfort and improving the level of service and baggage handling services provided to airline passengers at the airport, which serves as the gateway to Malaysia. .
To this end, the commission said it will begin monitoring and evaluating service quality against these standards.
“We have a duty to inform the public about the performance of our airlines and airports, so that passengers can make informed choices, while ensuring that airlines and airports continually improve their service standards. “We can do that,” Saripuddin said.