Malaysia Airports Holdings Berhad 106 >> Our Performance In terms of customer satisfaction, throughout our entire network of airports in Malaysia, the Malaysian Aviation Commission (MAVCOM) had received only a total of six complaints from consumers. KLIA1 and klia2 terminals had also passed all elements of MAVCOM’s Airports Quality of Service (QoS) framework in 2020. Strengthening our Brand In 2020, we had developed a Brand Strategy to realign our vision and brand promise to our business direction. We also incorporated new core values so that employees have a clearer direction to support the company’s ambition. Following the introduction of the new vision and brand promise, we launched several brand communication initiatives among employees. Ma n a g e m e n t D i s c u s s i o n a n d A n a ly s i s Brand communication initiatives Brand Focus sessions to get buy-in from all management level employees, produced brand content via videos, written communications, and Brand e-book. Let’s Connect sessions with selected employees, led by senior management for better understanding of our brand. Brand Rally Cry to inculcate a sense of solidarity among employees - Together, WE can! Contribution to Local Community and Corporate Responsibility Giving back to those in need #MYAirportCARES - giving back to the community is part of Malaysia Airports’ DNA. In challenging times such as these, we continue to contribute to the wider good of the community, with a total of RM417,839 disbursed for these causes. Supporting frontliners To show our support for their efforts, Malaysia Airports contributed 2,000 comfort kits to frontliners at Hospital Sungai Buloh, 350 kits to frontliners in Tawau and Kota Kinabalu and 500 kits to passengers who were stranded at the KLIA1. The comfort kits contained a sleeping bag, a face towel and a set of toiletries each. We also donated 500 cheer packages of chocolates sponsored by Eraman to the frontliners at Hospital Queen Elizabeth, Kota Kinabalu. Complimentary Iftar meals and dinners were provided to over 1,000 KUL frontliners during the fasting month of Ramadan. All meals were provided through donations from Malaysia Airports’ employees. It was a gesture of appreciation towards airport frontliners who were diligent in their commitment towards ensuring the ongoing running of the airports during this crisis. School and community donations Under our Ceria Ramadan programme, we brought festive cheer to 88 students from three schools in the vicinity of KUL – SK Sungai Melut, SK Bukit Tampoi and SK Cyberjaya. We presented them with essential items such as foodstuff, personal care and hygiene kits and chocolate hampers as well as ‘duit raya’. This programme is in its fifth year, and has brought cheer within the communities surrounding the vicinity of our airports.
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