OUR VA LUE CREAT I ON S TRAT EGY www.malaysiaairports.com.my 47 TOTAL AIRPORT EXPERIENCE Total Airport Experience refers to the quality of services delivered to our guests to enhance their airport experience. The positive experience of guests at the airport is shaped by operational excellence and exceptional service by our employees and other members of the airport community. Reporting on these matters enables Malaysia Airports to consider feedback from guests, identify and rectify problems and continuously improve on service quality. MATERIAL MATTERS M2 STAKEHOLDERS INVOLVED LINK TO STRATEGY AND KEY ENABLERS CAPITALS AFFECTED AND TRADE-OFFS: LINK TO UN SDGS Driving Aeronautical Recovery Rejuvenating Commercial and Retail Business Increasing Efficiency Through Digitalisation F I S F HIGHLIGHTS Ranked among global leaders in service quality KUL scored 4.99 out of 5.00 in the Airport Service Quality (ASQ) survey by Airports Council International (ACI), while LGK returned a perfect score of 5.00. This ranked KUL at #9 in the above 40 mppa category while LGK 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: • Airport with the Most Dedicated Staff • Easiest Airport Journey • Most Enjoyable Airport • Cleanest Airport Taken together with the perfect 5.00 scores achieved by both airports in 2021, this indicates the sustained consistency of high service quality across all 31 of ASQ’s indicators despite annual passenger traffic expanding by 533.1% at KUL and 194.2% LGK respectively. Continued Washroom Improvement Programme Malaysia Airports completed the washroom refurbishment at both KLIA Terminal 1 and Terminal 2 in early 2022, improving the facilities as well as ambiance and comfort level. As washrooms significantly impact guest satisfaction, the Group places high importance sustaining the positive Strengthening International Business S1 S3 S2 S4 S7 S5 S9 impact of the refurbishment exercise. The maintenance of the washrooms is closely monitored via an RFID system that tracks the cleaning of the facilities. The Corporate Quality Management Department together with Washroom Adopters, comprising the Group’s Management personnel, conduct regular surveillance audits to sustain the high service quality of the washrooms, the results are reviewed by the Washroom Improvement Programme Committee. Based on the latest available results of MAVCOM’s Quality of Service (QoS) framework, both passenger and staff washrooms scored above 96% for most of the inspection months. Work commences to replace Automated People Mover 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. Contract awarded for replacement of Baggage Handling System The contract for replacement of the Baggage Handling System at KLIA Terminal 1 was awarded in October. This project is to replace the existing Baggage Handling System which has been in operation since the airport commenced operations in 1998.
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