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Malaysia Airports to elevate service standards at KLIA
Published on: Thursday, February 01, 2018

SEPANG: Malaysia Airports Holdings Bhd (MAHB) continues to elevate service standards at its flagship airport, the KL International Airport (KLIA), through a series of rapid improvement initiatives this year to improve passenger experience, according to its managing director, Datuk Badlisham Ghazali.As one of the world's busiest airport, he said these improvement initiatives were not only expected to improve its global rankings, but more importantly they were meant to enhance service levels as a whole for its most important stakeholder, the airport users.

"The whole year will see a slew of improvement initiatives, both big and small, being executed…

"In fact we intend to introduce one improvement a week," he said in a statement here Wednesday.

MAHB is one of the world's largest airport operator in terms of number of passengers handled.

It manages and operates 39 airports in Malaysia and one international airport in Istanbul, Turkey.

It also provides airport management and technical services for the development, operation, maintenance and management of overseas international airports.

Badlisham said MAHB started the year by implementing immediate quick-wins that had gained positive feedback from the public and netizens alike.

Among the initiatives included working with the Immigration Department to open common counters during peak periods so that queueing time can be shortened, he said.

"Passengers at KLIA can look forward to the next quick-wins, which include an awareness and instructional video at our security screening checkpoints, so that passengers know what to expect and the process will be smoother.

The new self-baggage drop facility at klia2 is also going to be available in the next two weeks," he said.

He said MAHB had also installed comfortable seating at the bus waiting area for the convenience of passengers who wish to use the free inter-terminal transfer service between the two terminals, last week.

With the tremendous growth in passenger traffic movements in KLIA in recent years, Badlisham said it is more important than ever to listen to customer feedback.

"We receive thousands of feedback in a year – complaints, suggestions and also compliments.

Not only do we respond to these feedback, but we take them very seriously and act on them.

Every little thing counts," he said.

Badlisham said MAHB had also been enforcing strict measures to reduce traffic congestion at the pick-up and drop-off lanes, which include installation of bollards to prevent errant parking, as well as limiting waiting time at the curbside to two minutes.

At the same time, he said MAHB was working closely with the traffic police to stop people from parking by the roadside and endangering other motorists.

"For a more convenient and safe waiting area, we provide a 30-minutes free parking facility at the 5,000-bay Long-Term Car Park (LTCP). We encourage motorists to use this facility to avoid unwanted incidents of being summoned and cars being clamped or towed due to improper parking. – Bernama



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