SEPANG: Malaysian Aviation Commission (Mavcom) has implemented Airports Quality of Service (QoS) framework that measures airports and airlines' performance in the country.
Prior to this, the QoS framework has been implemented at KL International Airport (KLIA) Terminal 1 (T1) and Terminal 2 (T2) since September 2018.
Mavcom executive chairman Datuk Seri Saripuddin Kasim said the Airports QoS framework enhances the aviation experience for airport users.
"The commission is also taking proactive steps to ensure transparency and continuous improvement through the introduction of airline and airport performance pages on its website," Saripuddin said at a media briefing here today.
"These performance pages mark towards enhanced transparency without our aviation sector. This would empower passengers to make informed choices while simultaneously driving airlines and airports to consistently raise their service standards,"
Mavcom director of consumer and public affairs Pushpalatha Subramaniam said the framework provides aviation stakeholders with crucial performance metrics, including airlines' on-time performance (OTP), flight cancellations and airport service quality to encourage a culture of accountability and continuous service improvement.
Pushpalatha added that the airports' performance results has been made publicly on Mavcom's official website and soon airlines' performance results will also be made public.
From May 2024, Mavcom will implement six service quality elements focused on queuing times at key passenger checkpoints at KLIA T1 and T2.
These include passenger security search, inbound, outbound and transfer queuing for immigration, as well as inbound and outbound customs.
Mavcom said it will implement the remaining two queuing times elements at check-in counters and let side pickup or drop-off areas by the fourth quarter of this year.
"These developments represent the completion of the integration of 28 service quality elements comprising four service quality categories that is passenger comfort and facilities, queuing times, passenger and baggage flows, and operator and staff facilities at KLIA T1 and T2," Saripuddin said.
To date, Mavcom had implemented 20 out of 28 service quality elements to ensure continuous improvement in the quality of services for airport users which included customer comfort and upgrading the level of services provided to airline passengers and baggage handling services at the airport.
Saripuddin said Mavcom will implement the Airports QoS Framework across all international and domestic airports in Malaysia in phases.
Mavcom has commenced the implementation of the framework at Kita Kinabalu International Airport and Langkawi International Airport since July 2023.
The framework is currently being developed for implementation at Kuching International Airport, Miri International Airport and Senai International Airport.
The commencement of the framework at these three airports is planned by the third quarter of 2024.
"Considering the unique characteristics of each airport, the service quality elements are specifically customised to meet the distinct requirements of each location," Saripuddin said.
Mavcom will implement the Airports QoS Framework at other remaining airports progressively until 2027.
It said airports planned for development in the fourth quarter 2024 include Sultan Abdul Aziz Shah Airport or Subang Airport, Penang International Airport, Sultan Ismail Petra Airport (Kota Bharu), Sibu Airport and Bintulu Airport.