11 Annual Report 2020 Journey initiative, passengers are able to navigate the airport’s touchpoints from check-in to boarding with a single identification verification coupled with facial recognition technology. Other contactless measures include self check-in, self bag-drop, contactless security screening, and the use of e-wallets or mobile payment services at retail and food and beverage outlets. Top 10 global ranking for KUL One of our proudest achievements of the year was the return of KUL to the top 10 airports in the world in the above 40 million passengers per annum (mppa) category as ranked by the Airports Council International through its Airport Service Quality (ASQ) rankings. Considering that the top 10 is traditionally dominated by newer airports, KUL at the age of 22 years making the top 10 is a testament to the hard work and outstanding effort put in by all our employees and the other members of the KUL airport community. KUL’s overall score of 4.98 out of a possible 5.0 for the full year was a big jump from 4.76 in 2019 when we ranked #17. This achievement was driven primarily by several factors - fulfilling our brand promise of ‘Hosting Joyful Connections’ as well the impact of the host culture transformation programme to improve service quality among frontline workers at the airport, the refurbishment of the washrooms at the airport as well as the many enhancements that have been implemented through the #1improvement1week initiative, all of which have been in progress since 2017 onwards. Over and above that in 2020 alone, we implemented new safety measures at our own cost amounting to RM15.0 million at KUL and other airports as part of the new normal in air travel and to build confidence among passengers on the safety of air travel. Our determination and persistence in making the holistic improvements needed to stand among the top 10 airports in the world have certainly paid off, despite the additional challenges posed by the pandemic. E-commerce joint venture with Alibaba takes off It was also a proud moment for us when the Cainiao Aeropolis eWTP Hub became operational in November, covering over 100,000 sqm at KLIA Aeropolis. The facility which is a joint venture (JV) between e-commerce titan Alibaba and Malaysia Airports, is the first e-fulfilment hub for Alibaba located outside of China. Despite disruption of works during the Movement Control Order, the eWTP hub was successfully completed on schedule. This is also a game changer for Malaysia Airports in boosting our cargo business as well as for the nation towards becoming a significant player in the fast-growing e-commerce sector. Management contract for DOH renewed In the project and repair maintenance business, through Malaysia Airports Consultancy Services Middle East LLC (MACS ME), we secured the extension of the contract to provide management services at Doha International Airport, Qatar (IATA Code: DOH) for another five years from December 2019 to December 2024. This is notable because we first secured the contract for an initial three years beginning December 2014, and it had previously been extended for a second term from December 2017 till December 2019. The renewal for a third term for a further five years is testament to our performance and operational excellence in delivering the contractual obligations and support services effectively at DOH, a five-star airport.
RkJQdWJsaXNoZXIy ODU0MjU5