Malaysia Airports' 24th Anniversary - A remarkable Milestone

SEPANG - Malaysia Airports Holdings Berhad (Malaysia Airports) celebrates its 24th anniversary today and continues to play an important role in the development of the nation’s aviation industry. Since its corporation in 1992, Malaysia Airports has received accolades in both, domestic and international arena, cementing its position around the globe as one of the best airport operators in the world.

The simple anniversary celebration was held in Malaysia Airports Corporate Office, Sepang. The ceremony, which started with a recitation of the Surah Yassin led by Alfadhil Ustaz Hj Bambang Eirman Hj Bahudin, Chief Imam of the Sultan Abdul Samad Mosque, KLIA was followed by the distribution of donation totalling to RM23,000 by Datuk Badlisham Ghazali, Managing Director of Malaysia Airports to selected Malaysia Airports support staff. The donation distribution is part of Malaysia Airports Corporate Social Responsibility (CSR) initiative called Program Sokongan Komuniti which aims to provide assistance to the needy.

In passing its 24th year mark, Malaysia Airports pledges to transform itself from an airport operator into a service leader through its Total Airport Experience (TAE) initiative - one of the four strategic pillars in its five-year business plan, Runway to Success 2020 (RtS2020). The implementation of TAE has been structured into three key areas – meeting basic needs, providing unique experience and creating memorable moments.

In meeting basic needs, Malaysia Airports has been proactively managing the impact of substandard service level at its airports by putting in place several additional measures to improve its toilet condition at KLIA and also by providing conducive alternatives to the aerotrain service.

Some of the efforts in enhancing the toilet cleanliness level at KLIA include continuous monitoring of the toilet, ensuring that they are in good working order, activating a dedicated hotline number for the public to provide feedback through WhatsApp, completing a large scale maintenance exercise on the condition of 130 toilets at KLIA, and launching a friendly public campaign targeted at engaging the public on common issues regarding toilet etiquette which had been put up in the toilets and published on Malaysia Airports social media platforms.

Meanwhile, Malaysia Airports has also provided a conducive alternative to the aerotrain services by deploying six buses to ferry passengers to and from the Satellite Building, KLIA. It has also assigned dedicated mobile customer service officers or CARE ambassadors to usher passengers, monitor their wellbeing, help carry their hand luggage, as well as assist special-handling-passengers such as the elderly and disabled to get to the Bussing Lounge via the escalator located next to the aerotrain station and also when boarding the buses. Ample signages have also been placed at the aerotrain area to facilitate passengers’ journey to and from the Bussing Lounge.

Apart from that, Malaysia Airports has unveiled its first ever airport premium lounge, KLIA Premier Access at KLIA, as a unique offering to passengers. In line with its mission to provide joyful experiences, the unique service leverage on Malaysia Airports own subsidiary, Sama Sama Hotel KLIA to provide an exclusive personalised and seamless end-to-end airport experience for passengers at KLIA at a fee.

In addition to Malaysia Airports’ continuous efforts in providing joyful experiences, Malaysia Airports has also collaborated with FriedChillies, an independent online food reviewer to further promote the availability of various kind of food outlets within KLIA and klia2. The portal has recently published its Top 25 Food Discoveries in KLIA & klia2. This fits perfectly into its commercial aim of transforming the airport into a destination in its own right, catering not only to travellers but at the same time serving as an exciting destination for the surrounding community.

Malaysia Airports also continues to promote growth by leveraging on its capacity and operational efficiencies as well as focusing on customer experience by cooperating with several agencies at KLIA such as the Immigration Department of Malaysia and AeroDarat Services (ADS), the company that provides ground handling services mainly for Malaysia Airlines (MAB) and several other third party airlines. The cooperation with these two agencies has successfully resulted in reduction of queueing time and total counter processing time for passengers at KLIA by between five minutes to 16 minutes.

These efficiencies will serve the airport well as it gears up for any future increase in traffic growth. In the first nine months of 2016, Malaysia Airports recorded a total traffic growth of 4.4% for its Malaysia operations compared to the same period last year. This has exceeded its initial traffic forecast for 2016 which was 2.5%.