Malaysia to Fully Implement Airports Quality of Service Framework in Its Major Airports

May 2024

Mavcom, the Malaysian Aviation Commission, is working towards implementing its Airports Quality of Service (QoS) Framework at the country’s main airports by the year’s end. The QoS comprehensive framework, comprising 28 areas of improvement identified in 2018, aims to enhance the overall airport experience across Malaysia.

Currently, Mavcom is prioritizing the resolution of eight specific elements, with a particular emphasis on reducing passenger queuing time. This focus comes as 20 elements of the framework have already been successfully implemented at Kuala Lumpur International Airport (KLIA) Terminals 1 and 2. The commission’s plan is to begin implementing six of these remaining elements, such as passenger security search and customs procedures, starting in May 2024. The remaining two elements, relating to check-in counters and kerbside pick-up or drop-off areas, are set to be implemented by the fourth quarter of 2024. This coordinated effort aims to streamline airport operations and enhance the overall passenger experience, ensuring smooth and efficient travel for all airport users.

Additionally, Mavcom has initiated the implementation of the Airports QoS Framework at Kota Kinabalu and Langkawi airports since July 2023. The commission is actively working to expand this framework to other airports, including Kuching, Miri, and Senai, by the third quarter of this year. Development plans for airports such as Subang, Penang, Kota Bharu, Sibu, and Bintulu are also underway, with implementation scheduled for the fourth quarter of 2024. Through these initiatives, Mavcom aims to foster collaborative partnerships, promote transparency within the aviation community, and enhance the quality of services across all airports to improve consumer satisfaction.

(Sources: Malaysian Aviation Commission; The Edge Malaysia)

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