SEPANG – The Malaysian Aviation Commission (Mavcom) will implement six service quality elements focused on queuing times as outlined in the Airport Quality of Service (QoS) Framework at key passenger checkpoints at Kuala Lumpur International Airport (KLIA) Terminal 1 (T1) and 2 (T2) in May.
Mavcom executive chairman Datuk Seri Saripuddin Kasim said these include passenger security search, inbound, outbound and transfer queuing for immigration as well as inbound and outbound customs.
“The commission aims to implement the remaining two queuing time elements by the fourth quarter of 2024 (Q4 2024),” he told the media at Mavcom’s announcement on key achievements in Airport Service Standards today.
He said these developments represented the completion of the integration of 28 service quality elements comprising four service quality categories, namely passenger comfort and facilities, queuing times, passenger and baggage flows, and operator and staff facilities at KLIA T1 and T2.
The commission is setting up targets of 85% airport queuing clearance within 20 minutes for departure and 25 minutes for arrival and 90% clearance within 10 minutes for transfer.
“We will be publishing airlines’ on-time performance and airports’ performance every month. It’s our duty to let the public know about the performance of airlines and airports and be transparent,” he said.
He said the proactive steps were to ensure transparency and continuous improvement through the introduction of airline and airport performance pages on its website.
“This move aims to provide stakeholders with crucial performance metrics, including airlines’ on-time performance, flight cancellations, and airport service quality – fostering a culture of accountability and ongoing enhancement,” he added.
Saripuddin said Mavcom has engaged with the stakeholders and that the Transport Ministry has given its “blessings” to ensure the transparency remains even after the merger of Mavcom and the Civil Aviation Authority of Malaysia.
“The commission intends to fully implement the Airports QoS Framework across all international and domestic airports in Malaysia, and the implementation will be in phases.”
Mavcom has commenced the implementation of the Airports QoS Framework at Kota Kinabalu (BKI) and Langkawi (LGK) effective July 2023, while Kuching (KCH), Miri (MYY), and Senai (JHB) are currently in the development phase and expected to be implemented by the Q3 2024.
He noted that airports planned for development in Q4 were Subang (SZB), Penang (PEN), Kota Bharu (KBR), Sibu (SBW), and Bintulu (BTU); as for the remaining airports, the framework will be implemented progressively until 2027.
Touching on penalties, he said the commission has imposed penalties of RM2.9 million on Malaysia Airports Holdings Bhd for failure to comply with the Airports QoS Framework from 2018 until now.
“Specifically, the areas of non-compliance included the cleanliness of passenger and staff washrooms, the availability of ramp Wi-Fi service, outbound baggage (bags that were not uploaded onto the intended aircraft) as well as inbound baggage (the time to retrieve the first and last bags at the baggage carousel),” he explained. – April 29, 2024