Malaysia Airports Holdings Berhad 62 >> Our Value Creation Strategy S t a k e ho l d e r E n g a g e m e n t Key Stakeholders Frequency of Engagement Method of Engagement Areas of Interest Our Response Sustainability Pillars and Material Matters Passengers Airport Service Quality surveys MAVCOM Quality of Service audits Social media Customer Feedback Management Airport service quality and experience Launched e-Commerce platforms, #shopMYairports and shop@SAW in Malaysia and Turkey respectively, to provide a seamless and contactless airport shopping experience Used the Airport Service Quality Benchmarking Programme to measure airport service quality at our airports Complied with MAVCOM’s Quality of Service framework Improved digital processes which include single-token travel, self-baggage-drop facilities, self-check-in kiosks, Passenger Reconciliation System, facial recognition for improved efficiency and passenger Improved KUL’s digital network – Total Airport Management System Pillar 1 Airport Capacity Cybersecurity Digitalisation Economic Performance Regulatory Compliance Pillar 4 Human Rights Customer service Provide the public with updates via social media Engagement with passengers through Airport CARE Ambassadors Continued the Customer Affairs and Resolution Excellence Feedback Management System to manage and respond to feedbacks and queries Implemented cashless payment services for increased customer convenience Cleanliness Carried out washroom refurbishments and renovations Introduced ‘Adopt Your Toilet’ programme Communication and announcements Provide the public with updates via social media Provide guests with help and guidance via the Airport CARE InfoCentre at KUL Published ‘Convergence’ e-magazine Use of #MYairportsupdates to provide the public with a convenient way to access our updates on travel restrictions and SOPs Improved wayfinding signages Frequency of Engagement Daily Twice a year As and when required Weekly Quarterly Ongoing Monthly Annually
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