MAHB will launch a Total Airport Experience (TAE) next year to improve customer satisfaction.
Managing director Datuk Badlisham Ghazali said the TAE will have eight strategies and some 400 initiatives to improve services.
“TAE is important because it puts commitment on the company to improve certain things that affect not only passengers but also partners,” he said.
“For example, immigration and Customs... what is it that we can do? Mostly it has to do with technology. I’ve looked at other airports. There are many practices that we can adopt,” Badlisham said.
“What I would really like to do is analytics, so that we have more data on passenger movements during peak periods, for example. It can facilitate a better user experience,” he said. Additional reporting by Cheryl Yvonne Achu