MAHB | Annual Report 2020

91 Annual Report 2020 >> Our Performance As of the end of December, 13 foreign airlines had submitted requests to activate their NRP eligibility from 2020 – British Airways, China Airlines, Etihad Airways, Eva Airways, Japan Airlines, Nepal Airlines, Qatar Airways, Royal Brunei Airlines, Saudia, Silk Air, Singapore Airlines, Scoot Tigerair and Turkish Airlines. Rebate and Payment Scheme for airlines In addition to the NRP, a Rebate and Payment Scheme was introduced for airlines. This grants both foreign and local airlines a 30% rebate for all aeronautical charges except Passenger Service Charges from July to December. For the 13 airlines that had opted for the NRP, rather than a 50% rebate on landing charges only, they will enjoy the wider 30% rebate under the Rebate and Payment Scheme from July to December, and revert to the NRP terms for 2021. Extension of credit terms to airlines In addition to assisting airlines to sustain and resume operations at our airports, Malaysia Airports also extended its credit terms to airlines to 90 days, from the usual 30 days. The extended credit terms apply to all gazetted aeronautical and commercial charges effective from 1 April and 1 May to 30 September. 2. Maintain public confidence in the safety of air travel During a global health pandemic, health and safety are at the top of the minds of travellers. As the safety of passengers, employees and the airport community is paramount, from January onwards Malaysia Airports had stepped up on additional health and safetymeasures toprotect all airport users by creating a contactless and sanitised airport environment to minimise the risk of COVID-19. Many of these measures leverage on our prior investments in technology, in particular our Airports 4.0 digitalisation initiatives. This in turn builds public confidence in the safety of our airports and enables our employees and members of the airport community working on the frontlines of the pandemic to have peace of mind at work. A KUL COVID-19 Committee was specially formed in January to coordinate with government agencies and relevant stakeholders at KUL on the implementation of SOPs prescribed by the National Security Council and to communicate public updates. New Standard Operating Procedures (SOPs) The newSOPs incorporate public healthmeasures in the airport terminal including physical distancing, the use of face masks in the terminal, contact tracing, temperature checks at terminal entrances and the availability of hand sanitisers throughout the terminal. New safety equipment has also been deployed at the airports including state-of-the-art thermal scanners and security scanners as well as sneeze guards. Safety compliance officers were deployed on ground to ensure compliance with the ‘new norms’. Our airport safety standards meet global standards Our airport safety standards are certified under ISO 45001:2018 as meeting the global standards and requirements of the British Standards Institution. The safety standards also meet the requirements of the Turkish authorities. Sanitising and disinfecting the airport General workers work in shifts round the clock to regularly sanitise the airport’s common amenities and facilities such as lifts, counter tops, trolleys, doorknobs and handrails among others. Public areas in the airports are sanitised eight times a day or once every three hours. Ultra-violet technology is used to sterilise handrails at walkalators and escalators, disinfect washrooms and disinfect all arriving baggage at KUL. Creating a safe and contactless airport experience through technology Airports 4.0 initiatives have employed technology to create a safe and contactless airport experience for passengers and the airport community. A key initiative is the Single Token Journey which leverages the use of facial recognition technology for a contactless journey through the airport for passengers from check-in till boarding. Other contactless initiative 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 throughout the terminal. An exciting Airports 4.0 initiative was the introduction of the Aerobot at SAW, the airport’s first social robot. The Aerobot communicates in over 20 international languages and assists passengers in wayfinding while reminding them about the new travel norms in place at SAW.

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