Our Investment case Our Leadership Statement ANNUAL REPORT 2023 46 FY2023 FY2022 Operational Airport Service Quality (ASQ) Score KUL 4.99 4.99 LGK 5.00 5.00 Digitalisation MYairports Total Active Users MY 56,833 20,687 STARdesk Complaints Resolution Rate (%) MY 93.4 Nil* Key Performance Indicators Links to : Capitals: M H Stakeholders: S2 S3 Material Matters: M1 M2 M5 OUR STRATEGY * STARdesk officially launched in May 2023 REIMAGINING PASSENGER EXPERIENCE • A mbience & Entertainment: Curated Malaysia Cultural Heritage programmes all year round with local art and culture communities via cultural performances, exhibitions, festive celebrations as well as bespoke Malaysia motive decorations to promote Malaysian culture and heritage. • F ixing the Basics: Continuous facility upgrades to further uplift facility standards such as new and lighter airport trolleys, upgrading of airport seats with charging ports and improvement of airport wayfinding signages. • N ew Services: New product offerings to elevate passengers experience through the airport for the following segments - Family with Children: Designated parking closer to the terminal, installation of kids playground, dedicated family with children lanes through the airport. - Group Travellers: A dedicated group check-in terminal to facilitate group processing and needs. - Premium Travellers: Private premium terminal and private car service to aircraft and arrival providing personalised travel experience. • S eamless Journey: Redesign processing touchpoints namely check-in, security screening and immigration to reduce queue times thus increase dwell times for passengers to relax, shop and dine at the airport. • D igital Experience: Drive the Self-Service Check-In and Self-Service Bag Drop systems adoption by establishing strategic partnerships with key airlines and extend Self-Service Bag Drop across all our international airports. 2) Complete the interim phase of the Subang Airport Regeneration Plan which will double the terminal capacity from 1.5 million passengers per annum (mppa) to 3 mppa. Short to Medium Term Focus
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