MALAYSIA AIRPORTS HOLDINGS BERHAD ANNUAL REPORT 2022 SEC 01 03 02 04 05 06 32 MANAGING DIRECTOR’S MESSAGE Replacement of critical assets The Group has begun its replacement of the Automated People Mover at KLIA Terminal 1, which is known as the Aerotrain. Phase 1 of the project, being the design work started in March, and the project is expected to complete in 2025. In the meantime, a round-the-clock bus service shuttles passengers between the terminal’s contact pier and the satellite terminal. The contract for replacement of the Baggage Handling System at KLIA Terminal 1 was awarded in October. Both the Aerotrain and Baggage Handling System are ageing assets which have been in operation since the airport commenced operations in 1998. As they are critical for smooth operations at the airport, the replacement of these assets will improve Malaysia Airports’ ability to provide quality service to its stakeholders. Improved guest experience My colleagues and I are also proud of the recognition in 2022 we have received from Airports Council International (ACI) in its annual Airport Service Quality (ASQ) Awards. The annual awards recognise airport excellence in customer experience worldwide based on data from ASQ’s surveys of passengers at close to 400 participating airports in 95 countries. Overall, KUL scored 4.99 out of a possible 5.00, while LGK achieved a perfect 5.00 in this year’s survey. This placed KUL #9 among global airports of over 40 million passengers per annum (mppa) while LGK was ranked #1 in the 2-5 mppa category. In addition, KUL received awards in all four new categories of the ASQ Awards, placing it among the top 5% of performers globally in those service quality areas. They are: Airport with the Most Dedicated Staff - for the efforts by key stakeholders and staff across different checkpoints Easiest Airport Journey - for performance on the travellers’ ease of going through the airport Most Enjoyable Airport - for offerings (restaurants, shops, entertainment) and efforts to make the waiting time enjoyable and comfortable Cleanest Airport - for overall cleanliness, an element that is key to the satisfaction of passengers This is testament to the unrelenting focus that all of us at Malaysia Airports together with airport stakeholders have placed on improving customer experience throughout our network of airports, and the many improvements that we have achieved together. Capitalising on opportunities at SAW We will follow through on SAW’s first profitable year in 2022, and pursue its strong growth opportunities. With the completion of the Pendik-Sabiha Gökçen Metro station, which is connected to the terminal building, the airport is set to capitalise on its convenient metro link to downtown Istanbul. In addition, the construction of the airport’s second runway which is funded by the Government of Türkiye is targeted for completion in 2023. We therefore see immense potential in future growth at SAW.
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