Malaysia’s airports to meet world service quality standards, says MAHB

Malaysia Airports Holdings Berhad wants to ensure that service levels at the country’s international airports meet global standards.

PETALING JAYA: Malaysia Airports Holdings Berhad (MAHB) will put all international airports under its management through the Airport Service Quality (ASQ) benchmarking programme run by Airports Council International (ACI), which represents airports around the world.

ASQ is a globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport.

MAHB group CEO Raja Azmi Raja Nazuddin made the announcement during the airport operator’s launch of the Leaders Airport Adoption Programme (LEAP) in Sepang today.

“We are doing this to ensure that service levels at all our international airports are measured according to global standards.

“Currently, only KLIA, klia2 and the Langkawi International Airport go through this programme.

MAHB group CEO Raja Azmi Raja Nazuddin.

“From last year’s data, we are seeing a significant rise of nearly 15% in international traffic movements at airports other than KLIA and klia2.

“So, it is clear that these airports also serve as important gateways to the nation and will help create lasting impressions of the country,” he said.

Raja Azmi said MAHB wants to ensure that all its international and domestic airports are ready to meet the Quality of Service (QoS) framework targets by 2020 should it be a requirement by the Malaysian Aviation Commission (Mavcom).

“Raising service quality is also important from the standpoint of improving connectivity and positioning Malaysia as an aviation hub.

“Some of our airports are located at destinations with so much to offer in terms of tourism potential.

“Miri, for instance, is already recording 96,000 international traffic movements, a 34% rise from 2017.

MAHB management and staff at the launch of the Leaders Airport Adoption Programme (LEAP) in Sepang today.

“Tawau is also another airport that has huge potential.

“We are intensifying our collaboration efforts with the relevant tourism bodies to promote these locations as attractive destinations,” he said.

Raja Azmi said LEAP will help the airports prepare to meet this eventuality.

Through the programme, airport managers will have greater mentoring and coaching access to the more experienced senior leadership team to equip themselves with the required knowledge and skills to uplift standards at their respective airports.